Elle Jay Aesthetics Ltd

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

The clinician treated people equally and without discrimination. They complied with legal equality and human rights requirements. This was a paid for service and people were able to book appointments on a day and time to suit them. People had access to speak to the clinician if they had any concerns following treatment. Feedback was requested and followed up if required. People knew how to make a complaint, and the clinician knew how to respond appropriately.

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.

Feedback provided by people using the service, both to the clinician who owned the service as well as to CQC, was positive. The clinician who owned the service treated people equally and without discrimination.

The clinician who owned the service proactively sought ways to address any barriers to improving people’s experience and worked to address any local health inequalities. They used an inclusive approach to care and made adjustments to support equity in people’s experience and outcomes. For example, they would provide appointments at quiet times for people who found crowded and noise difficult to manage.

The clinician who owned the service had processes in place to ensure they followed a person-centred approach to care and treatment. This meant people chose exactly what procedures they wanted with guidance and support from the clinician.

The clinician who owned the service understood the diverse needs of the local community and how treatment needed to be individualised and delivered in a way that met a person’s assessed needs. They were aware of people’s cultural needs and adapted the service they offered to meet these.

We did not receive any feedback from partners, but the clinician showed us evidence of the people and organisations they worked with. The score for this quality statement is based on this evidence.

The clinician who owned the service showed us evidence of people being referred to other services both private and NHS. These were completed in a timely manner, so people had continuity in their care.

People said they could access information in a format they understood at the time they needed it. If they had questions, the clinician who owned the service was available to answer them.

The clinician provided information for people. They made sure people could understand the information provided and gave additional explanations if needed.

The clinician provided information in line with the Accessible Information Standard which says people who have a disability or sensory loss should get information which they can access and understand.

People were positive about the clinician and staff at the service. They knew how to complain but had not needed to do this. They were able to give feedback after appointments.

Staff providing cosmetic aesthetics were encouraged to give feedback and knew they would be listened to by the clinician who owned the service. They felt they were fully involved in the development of the service.

The provider had a complaints policy in place, and this was available on to people using the service. They encouraged all feedback and used this for discussion with the team to support improved practice.

People had no issue in booking appointments with the service and often dropped into the shop to do this as it was in the main part of the town. People found appointments ran to time and they didn’t have to wait.

The clinician who owned the service was able to offer appointments at a range of times so people could easily access the service when it suited them. Staff were knowledgeable about the medical treatments offered and were able to give people the information they needed to decide whether to book an appointment.

The service was based in an older building and there were some small single steps in the waiting area and a short walk across a small courtyard to the toilets. The clinician who owned the service had a risk assessment in place for this. The accessibility of the building was discussed with people, so they knew what to expect. The service is due to be moving into a larger building where accessibility will not be an issue.

Feedback provided by people using the service, both to the provider as well as to CQC, was positive. Staff treated people equally and without discrimination.

The clinician who owned the service proactively sought ways to address any barriers to improving people’s experience and worked with local organisations, including within the voluntary sector, to address any local health inequalities. Staff understood the importance of providing an inclusive approach to care and made adjustments to support equity in people’s experience and outcomes.

The clinician 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. The service was based among other shops in the area, and this meant is easy for people to access the service.

People were aware of their treatment plans and how long it would take them to achieve their goals.

The clinician who owned the service ensured people’s records were updated so treatment could be monitored and altered if needed.

The clinician had processes in place to ensure people were aware of the commitment they needed to make for treatment to have the best possible outcome.