Bodyvie Medi-Clinic

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

We looked for evidence that the service met people’s needs, and that staff treated people equally and without discrimination.

At our last assessment, we rated this key question as Requires Improvement. At this assessment, the rating has changed to 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 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.

Care plans 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.

The service understood the diverse health and care needs of people, so care was joined-up, flexible and supported choice and continuity.

We saw the service worked in partnership with other services to meet the needs of its patient population. For example, liaising with laboratories for diagnostic testing and 111 or emergency services if a person’s condition deteriorates and escalation is required.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

The service had a comprehensive brochure which they provided to patients. The brochure outlined the services they provided

People had access to interpreter services, including British Sign Language. Information provided by the service met the Accessible Information Standard. People were informed as to how to access their care records.

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.

in decisions about their care or tell them what had changed as a result.

We saw complaints were managed in line with the practice’s policy. Learning from complaints was evident and staff were able to identify changes made as a result of patient feedback, including complaints.

The service made sure that people could access the care, support and treatment they needed when they needed it.

The premises were not wheelchair accessible, however the service had information of services they could be signposted to. A risk assessment for people with limited mobility had been carried out to ensure they could access the building as comfortably as possible.

They were open Monday to Thursday from 9am to 6pm, Thursday 9am to 5pm and Saturdays 9-6.30pm. These times suited patients’ needs and provided appointments in line with their needs. People could access the service to book appointments or communicate with staff in ways that suited their needs for example online, in person and by telephone. Treatment rooms were available on the ground floor.

Leaders sought ways to address any barriers to improving people’s experience. Staff understood the importance of providing an inclusive approach to care and made adjustments to support equity in people’s experience and outcomes. For example, they scheduled appointments at quieter times during the day or scheduled additional consultation time to adjust to people’s individual needs if they required this.

Staff used appropriate systems to capture and review feedback from people using the service, including those who did not speak English or have access to the internet. For example, written information was available in other languages if required.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future. Staff told us that as an elective aesthetic treatment service whilst they did not provide end of life or palliative care, they had systems in place to refer to their GP or specialist care team if a patient disclosed significant medical conditions.