The Rostra 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

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment we rated this key question Good. At this assessment the rating has remained 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 provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

We observed two varicose vein procedures, one laser and one foam. Patients we asked said they felt safe and trusted the RM to uphold safe practice.

They told us staff offered them emotional support if needed. One patient was anxious due to a medical condition. The RM sought advice and clarification pre-procedure so they could reassure the patient and explain clearly what would happen in advance.

We observed staff showing patients care, compassion and kindness during appointments and treatments. For example, staff gave one patient a warm drink who had waited an hour in the waiting area after a morning procedure.

The RM explained procedures in a way patients could understand and reassured them throughout. Patients were informed of future treatment sessions for ultrasound procedures.

The provider 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.

Patients told us staff considered and acted on their individual needs. One patient with autoimmunity told us staff took extra precautions to reduce any risk of infection.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

Clinical staff explained nearly all their patients understood English very well. They had already done extensive research on the procedure before contacting the clinic.

A staff member had one patient who wanted their daughter to translate. Staff ensured she relayed all information and allowed extra time for the consultation and pre-assessment. Staff could access a translator app for patients if requested.

The service had an in-date chaperone policy.

However, on-site we saw no signs informing patients and other visitors they could request a chaperone. Staff told us no patients had requested a chaperone in the 12 months before our assessment. This meant we could not ensure staff were using or adhering to this policy.

The provider 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.

Patients told us staff were very responsive to their needs. One patient said the clinical lead responded immediately to their blood clot a week after treatment. They arranged a follow up appointment at short notice.

Another patient told us staff were very reassuring and comforting when they were very nervous after their first procedure.

Staff gave patients appropriate amounts of antibiotics or pain relief post procedure to alleviate any pain or discomfort.

After our on-site assessment, we were sent the provider’s in-date out of hours contact protocol. This formally set out the process by which clinical staff responded to after-hours patient concerns.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Leaders actively listened and held open conversations with staff. They considered their own wellbeing and encouraged flexible working hours.

As the service only employed two staff members, they could not provide any examples of workforce enablement and did not see this as a priority. However, they felt well supported by the provider who could accommodate any needs raised by staff.