Dr Ed Robinson Aesthetics

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 the service involved people and treated them with compassion, kindness, dignity and respect.

This is the first inspection for this service since its registration with CQC. This key question has been rated 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.

They understood the reasons people seek out their service, providing privacy and discretion as appropriate
 

The service treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. Staff gave people timely support and information. The assessment process considered people’s personal strengths, abilities, aspirations, culture and unique backgrounds and identified people’s protected characteristics to see how their treatments may or may not be appropriate for them.

The registered manager we spoke with told us any people who were nervous or anxious about the treatment were given extra time and their treatment was explained so they knew what to expect. They also commented due to the nature of their service they worked closely with people to understand and manage their expectations and their experience.
 

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 advertised treatments and displayed (unverified) feedback on their website that reflected people’s experiences of the different procedures and the outcomes. People were given information about procedures and treatment in advance and were encouraged to seek further medical opinions before making decisions on treatment. For majority of treatments, there was a ‘cooling off’ period after the initial consultation for people if they decided not to go ahead with the treatment. Where treatments took place on the same day, this was risk assessed by the clinician ahead of the procedure taking place.
 

The provider listened to and understood people’s needs, views and wishes. They responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. A 24-hour phone line was also provided in cases where assistance or advice was required. Staff we spoke with knew the process for referral to emergency support. The service operated an ‘every call is answered’ policy and guaranteed callbacks within 5 minutes when the person who picked up was unable to answer an enquiry.

The service always cared about and promoted the wellbeing of their staff and was exceptional at supporting and enabling 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. We saw team building activities were established within the organisation. Adjustments were made to enable staff to work around personal circumstances, such as childcare.