- Independent doctor
The Clear Ear Clinic
Assessment report published 7 July 2026
Contents
On this page
- Overview
- Person-centred Care
- Care provision, Integration and continuity
- Providing Information
- Listening to and involving people
- Equity in access
- Equity in experiences and outcomes
- Planning for the future
Responsive
We looked for evidence that the service met people’s needs, and that staff treated people equally and without discrimination.
At our last inspection in October 2019, we rated this key question as Good. At this assessment in April 2026, the rating remains the same.
This service scored 71 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.
Person-centred Care
The service made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.
Clinical records reflected physical, mental, emotional, and social needs of patients including those related to protected characteristics under the Equality Act. Our review of clinical records showed patients were supported to understand their condition and were involved in planning for their care needs. They were also involved in decisions about their care.
Care provision, Integration and continuity
The service understood the diverse health and care needs of people. Care was flexible and supported choice and continuity.
The service understood the potential of the health and care needs of people who choose to use their service.
People had clear preferences about the treatment they wished to receive. The service maintained professional integrity by taking account of individual needs and preferences while ensuring care was provided in line with current best practice and clinical guidance.Providing Information
The service provided appropriate, accurate and up-to-date information in formats that met the individual needs of people who used the service.
The service had access to interpreter services.
The website also provided detailed information about services and fees that people could access according to their preference.
Listening to and involving people
The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result.
The service had a complaints policy in place. However, at the time of the assessment the service was in the process of registering with an external organisation so the patients would be given the right to escalate complaints if they were not satisfied with the outcome of the internal response. The service assured us they would share evidence of the registration and updated complaints policy in next few days. On 5 May 2026, the service informed us they had registered with the Centre for Effective Dispute Resolution (CEDR) and provided an updated copy of the complaints policy reflecting that arrangement.Equity in access
The service made sure that people could access the care, support and treatment they needed when they needed it.
People could access the service to suit their needs for example online, in person and by telephone. The service was located on the third floor. A ramp was available at the main entrance, and a small lift inside the building ensured access for patients with mobility needs.
A hearing induction loop was not available. However, the service decided to obtain a hearing induction loop after the assessment.
The service operated from 9am to 5pm, Monday to Friday, and from 9.30am to 5pm on Saturdays. The service was closed on Sunday.
Equity in experiences and outcomes
Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.
Feedback provided by people using the service was positive. Staff treated people equally and without discrimination.
Staff understood the importance of providing an inclusive approach to care and made adjustments to support equity in people’s experience and outcomes. Staff used appropriate systems to capture and review feedback from people using the service.
Planning for the future
People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future treatments.
Our records review showed people were supported to consider their wishes for future treatments. This information was shared with other services when necessary.