Pall Mall Medical 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 rated caring as good.

People who used the service shared positive feedback about the care they received. They described staff as kind, respectful, and attentive. Staff took time to understand each person’s individual needs and preferences and adapted their support accordingly.

The clinic environment contributed to the caring atmosphere. It was clean, well-maintained, and designed to promote comfort and privacy. People who used the service told us that the setting helped them feel relaxed and reassured, and that staff maintained high standards of cleanliness and hygiene.

Overall, the service demonstrated a strong commitment to compassionate care. Staff treated people who used the service with dignity and respect, and created a supportive environment where individuals felt confident, informed, and cared for.

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.

We saw staff interacting with people calmly, attentively, and supportively.

The service was strongly committed to treating people with kindness, compassion, and respect for privacy and dignity. People who used the service described staff as kind and caring. One said, “Staff were amazing. They reassured me throughout, chatted like friends but stayed professional.” Others said staff were friendly, supportive and they would highly recommend the clinic.

All staff we spoke to were caring, compassionate, and focused on delivering safe care. They explained how they protected privacy and dignity during procedures and showed awareness of individual needs, including cultural, social, and religious factors.

Staff considered people’s cultural backgrounds and protected characteristics, guided by appropriate policies.

Staff assessed mental capacity individually, without applying blanket rules. They shared examples of going above and beyond to meet people’s specific needs, for example, ensuring emergency medication was available for a person with a chronic illness, and accommodating a wheelchair user by using a ground-floor room in the landlord’s business premises.

We observed thorough assessments had been carried out by staff to ensure they understood the needs of each person to offer the most appropriate treatment options.

People told us the service took time to listen to their needs and answer questions.

Staff promoted people's independence, choice and control. They gave people who used the service time to understand information and make informed decisions. For example, staff told us they had arranged extra appointments for a service user to explain procedures clearly and answer questions at their pace to ensure they understood all the information and was able to make the correct choice.

Staff showed clinical awareness and flexibility. They explained that afro-textured hair often required the FUT procedure due to the hair curl pattern, but when a person requested a trial FUE area first, staff respected their choice and adjusted the plan of care.

The service offered flexible bookings, including evening and weekend video consultations, making it easier for people who used the service to access support at convenient times. The service had a cooling off period of 2 weeks, and we saw that it was easy for people to change their minds in this period if they decided and a full refund was given.

Staff regularly assessed and monitored people for signs of pain. People we spoke with confirmed they received pain relief during procedures, and that staff consistently checked its effectiveness. Our review of people's records showed that pain was monitored frequently, and relief was administered when necessary.

Staff recorded blood pressure before, during and after surgery. All records we reviewed included these observations. Surgery was carried out under local anaesthetic, and additional pain relief was offered when required. People told us they experienced very little pain or discomfort with one person telling us ‘I felt nothing. I was comfortable and constantly checked to see if I was managing the pain okay’.

Staff were able to describe potential risks and incidents that could occur during procedures and explained how they would manage them. The clinic kept emergency medicines and equipment on site for use in medical emergencies.

Staff described the service as supportive. One team member shared that when they finished late and missed their train, the service paid for an out-of-area taxi home. While hotels weren’t routinely offered, staff told us that they could be accommodated overnight when travel was difficult. The service monitored sickness levels, averaging one sick day per month across the workforce. To prevent surgery cancellations due to last-minute absence, the registered manager had recently retrained as a technician to provide cover when needed as well as being able to cover for staff to ensure breaks were taken.

Technicians spoke positively about the doctors, describing them as excellent clinicians and supportive colleagues. They highlighted a strong team dynamic, with good relationships among technicians and a positive working atmosphere. Staff told us the registered manager was particularly helpful, with staff saying they always provided support and resolved issues effectively.

All staff were part of a team mobile communication platform where staff were kept up to date and part of team briefs and shift patterns.