Signature Clinic - Manchester Also known as Rochdale Clinic

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

Our rating of caring stayed the same. We rated effective as good.

Staff treated people with compassion and kindness. They respected people’s privacy and dignity and took account of their individual needs and choices. Staff were supported people’s emotional needs. The service had systems in place to support staff with their wellbeing, safe working and emotional support.

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.

People who use the service told us staff treated them well and with kindness. They told us staff were friendly and caring and gave us positive feedback about ways in which staff showed them respect and ensured that their dignity was maintained.

People told us staff were respectful and maintained their privacy when providing care and treatment.

The staff we spoke with were caring and compassionate. They told us they cared for people and respected their privacy and dignity. They told us people’s needs and preferences were assessed as part of the initial consultation and they always respected people’s wishes.

Service partners from the provider’s other locations, such as the group pharmacist and the infection prevention and control nurse manager routinely visited the clinic and told us the staff at the clinic were friendly, caring and provided good care and treatment for people who used the service.

We saw staff were discreet and responsive when caring for people during their surgery. Staff took time to interact with people in a respectful and considerate way. We saw people were treated with dignity, compassion and empathy.

We observed staff speaking with people discreetly to maintain confidentiality. Privacy curtains were in place to protect patient’s dignity.

People who use the service told us staff treated them as individuals and took their needs and preferences into account when providing care and treatment. They told us their care and treatment plans were explained to them prior to undergoing surgery.

People told us staff discussed and understood their clinical, social and personal circumstances and respected their wishes. They told us staff respected their cultural needs.

Staff told us each person’s needs and preferences were assessed as part of their consultation. They told us they discussed people’s care needs with them on the day of surgery and took into account their needs and preferences.

Staff were able to give examples of how they respected the wishes of and provided care and treatment for people with protected characteristics, such as black and minority ethnic (BAME) and lesbian, gay, bisexual and transgender (LGBT+) patients.

Staff told us that some patients with learning disabilities or those living with dementia could be admitted for treatment if they fulfilled the eligibility criteria and had the capacity to make their own decisions.

Staff were able to describe how they would make reasonable adjustments, such as allowing flexibility in people’s appointment times and allowing them to be accompanied by a relative or carer during their treatment.

We observed positive interactions between staff and people who used the service. We saw staff were respectful and supportive when they spoke with people and delivered care and treatment.

People’s care records showed people’s personal, cultural and social needs were understood and met.

Staff could provide interpreter and sign language services for people where required. The service had a chaperone process to support people.

All staff had completed equality, diversity and human rights training as part of their mandatory training. Staff also completed dementia awareness and autism awareness training as part of their mandatory safeguarding training.

People who use the service told us staff took into account their individual preferences and respected their wishes.

People told us they were kept informed about their treatment and staff were clear at explaining their treatment to them in a way they could understand. They told us the risks and benefits of their procedure were clearly explained to them so they could make an informed decision.

Staff told us they made sure people who used the service and those close to them understood their care and treatment. They told us they supported people to make informed decisions about their care and treatment.

Staff told us they respected people’s wishes and supported them if they chose to withdraw consent or refuse treatment.

Staff told us they listened to people and promoted independence as much as possible, including offering flexibility around their preferred date of surgery and choice of surgeon to undertake their surgical procedure.

People’s individual needs and preferences were assessed as part of the initial consultation. Staff supported people to make informed decisions about their care. Care records showed people’s individual needs were assessed and preferences, such as choice of surgical procedure, choice of surgeon and preferred date of surgery were taken into account when planning care and treatment.

The nature of the cosmetic surgery treatments offered by the clinic meant people had limited independence during their surgical procedure. However, staff encouraged people to be as independent as possible and respected their choices.

People were given verbal and written information to facilitate post-operative recovery following discharge from the clinic. The information was specific to each surgical procedure and included individualised after care information around wound management, hydration, exercise and mobilisation to facilitate post-operative recovery.

People who used the service told us staff were supportive and kept them informed throughout their procedure.

People told us they were supported with their emotional needs. They told us staff were calm and reassuring and answered any questions they had about their treatment.

People told us staff fully assessed and monitored them before being discharged from the clinic to ensure they had fully recovered following their procedure. They told us they were given details about their aftercare support, including contact details in case they needed speak with staff following their discharge.

Staff told us they carried out routine observations before, during and after the procedure. People identified at risk were assessed by the surgeon and could be transferred out to hospital in an emergency if required.

Staff understood the emotional and social impact that a person’s care, treatment or condition had on their wellbeing and on those close to them.

We observed staff regularly engaged with and monitored people during their procedure. Staff were attentive and responded promptly to any queries or questions raised by people.

We saw staff providing reassurance to people and supporting them whilst providing care and treatment. The people we saw appeared calm and relaxed.

Staff told us they received good support from the managers: their workload was manageable and they had regular breaks during their shift.

Staff spoke positively about the wider support they received from the provider including access to occupational health, well-being and human resources support.

Managers told us they routinely engaged with staff and supported them with training and development opportunities to develop a positive team culture.

Staff recruitment and absence management records were maintained by the human resources manager.

The service had initiatives to support staff workloads, including flexible shift adjustments and allocation of staff duties to balance workload.

Staff could access employee support programmes for counselling, health and wellbeing.