Cambridge Clear Ear

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

This means we looked for evidence the practice involved people in their care and treatment, and treated them with compassion, kindness, dignity, and respect.

At our last inspection, we rated this key question good. At this inspection, the rating remains good.

This is because people were treated with kindness and compassion. Staff protected people’s privacy and dignity. They treated them as individuals and supported their preferences. People had choice in their care and treatment. The service leader also supported staff wellbeing.

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.

Staff always treated people with kindness, empathy and compassion and respected their privacy and dignity. We saw that each patient was treated as an individual, whatever their previous experiences or background, which ensured their care, support, and treatment met their needs and preferences. Staff we spoke with told us they felt empowered to deliver high-quality, considerate, and empathetic care.

All staff were aware of the importance of people’s confidentiality and gave examples of how this was maintained. Although conversations could be overheard in waiting areas or in between the treatment rooms used by other services, there were arrangements in place to promote patients’ privacy. Staff we spoke with understood Gillick competency, and there was a process to ensure young adults had control over their own privacy and the level of parental involvement in managing their care and support.

The service treated people as individuals and made sure their care, support and treatment met people’s needs and preferences. It was clear that staff took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Staff displayed an understanding and non-judgmental attitude to patients. Patient communication needs were met to enable them to be fully involved in their care. Reasonable adjustments were in place to support people, for example longer appointments and written appointment information.

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment, and wellbeing. Staff went to great lengths to make sure that people’s needs, views, and wishes were considered a priority during care and treatment decisions. Staff supported people to make informed decisions about their care and treatment and worked with their carers when appropriate.

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. Staff maintained a flexible approach to appointment delivery, which ensured that care was delivered at a pace that respected peoples wellbeing and comfort level. Staff understood how to respond and recognise when urgent help or support was required.

The provider cared about and promoted the wellbeing of their staff and supported them to deliver person-centred care. Leaders actively provided physical support to staff if needed during appointments. Staff told us they felt valued by leaders. Leaders actively encouraged feedback, ideas and suggestions from staff.

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.