Illuminate Skin Clinics 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

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

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 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.

Clinical records 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 and their local communities. 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. The service had tailored its services offered, to meet the diverse needs of its community. For example, referring to secondary care specialists of the patient’s choice and proximity to their home address.

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

Information was available in a range of languages. The service had access to interpreter services, including British Sign Language. Information provided by the service met the Accessible Information Standard. Patients 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.

We saw complaints were managed in line with the service’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.

People could access the service to suit their needs. For example, in person and by telephone. The premises were easily accessible due to it being at ground floor level.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

Feedback provided by people using the service to the provider was positive.

Staff treated people equally and without discrimination. Leaders proactively 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. Staff used appropriate systems to capture and review feedback from people using the service, including those who did have access to the internet.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future treatments.

Our records review showed people were supported to consider their wishes for future treatments. This information was shared with other services when necessary.