London Aesthetics and Regenerative Centre

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

We looked for evidence that staff involved people in decisions about their care and treatment and provided them advice and support. Staff regularly reviewed people’s care and worked with other services to achieve this.
At our last inspection in October 2023, we rated this key question as Requires improvement. At this assessment, the rating has changed, and we rated this key question as Good.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The service always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.
Arrangements were in place to promote patients’ privacy. Patient feedback reflected people felt listened to and were treated with kindness. All staff had undertaken training on their roles and responsibilities in relation to data protection and information governance. The service was registered with the Information Commissioner’s Office (ICO). The service gave patients timely support and information.
We heard telephone interaction between people accessing the service and reception staff were respectful and kind.

The service treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.
Patients’ personal, cultural, social, religious and equality characteristics needs were understood and met. Patient communication needs were met to enable them to be fully involved in their care.

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.
The service gave patients clear information to help them make informed choices. The information included details of the scope of services offered and information on fees.

The service listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.
Appointment times gave people time to speak and discuss their concerns. Feedback from people who had used the service previously described how they felt listened to due to longer appointment times being offered.
Staff we spoke with knew the process for referral to emergency support, including mental health crisis teams.

The service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.
Staff told us they were valued by leaders. Leaders had taken steps to recognise and meet the wellbeing needs of staff, which included the necessary resources and facilities for safe working, such as regular breaks and rest areas. Staff reported being supported if they were struggling at work.