Kaizen Medical Ltd

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. Staff treated colleagues from other organisations with kindness and respect.

Arrangements were made to promote people’s privacy. For example, the clinic’s front windows, including those providing natural light to treatment rooms, had frosted glass, and laptops were fitted with privacy screens. Following feedback from some people who used the service, the service further enhanced privacy by installing disposable privacy curtains across the front treatment room windows. Privacy and dignity were prioritised, particularly for sensitive treatments, fostering a non-judgemental and relaxed environment. Feedback collected by the service from people who used it reflected people felt they were treated with dignity and respect.

The service treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. The service used structured consultation templates to record people’s treatment goals, motivations for treatment and lifestyle factors that could influence treatment options and outcomes.

People’s personal, cultural, social, religious and equality characteristics needs were understood and met. For example, staff told us they had introduced the routine recording and use of people’s preferred pronouns and names. The service provided examples of supporting transgender people by recording and using their preferred names, where these differed from their legal names, to ensure care was personalised and respectful of individual preferences and identity. Individual communication needs were met to enable them to be fully involved in their care.

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. As an independent health provider, people chose to book into the service. Staff told us people could stop treatment at any time, giving them control over their care.

The service carried out an initial assessment of people’s needs and discussed treatment options with them. Staff told us they explained the risks, benefits and alternatives of each procedure and provided written information, where required, to support people in making informed decisions about their care. Where appropriate, people could choose their practitioner and continue their care with the same practitioner if they preferred.

The service listened to and understood people’s needs, views and wishes. Staff responded to people’s needs and acted to minimise any discomfort, concern or distress. Feedback collected by the service from people who used it demonstrated people always felt listened to, including when they raised concerns.

Staff had the required knowledge and experience to identify and signpost people to other services should this be required. This included people who required more urgent, or more complex assessment or treatment. For example, staff recommended, or directed people they were unable to treat, or those presenting with specific concerns, to specialist teams, including dermatology and vascular specialists.

The service cared about and promoted the wellbeing of their staff and supported and enabled 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. The service held team building days to promote staff wellbeing and inclusion. Staff were encouraged to maintain their professional development and were given time to attend training and upskilling opportunities. For example, when a staff member expressed an interest in surgical dermatology, the service arranged for them to observe an external specialist surgical dermatology service.