There were no people present at the time of our inspection for us to speak with about their experiences at Elan. However, the provider had patient feedback forms available. Each patient was asked to complete feedback at suitable times throughout their course of treatment. We noted that every person that had provided feedback had rated the service ‘exceeded expectations’ or ‘met expectations’. We saw one case where the person had commented about the price of the treatment and that they had been disappointed with the results, but the provider had followed this up with the person and discussed their concerns with them. We saw that Elan had won a customer service award in 2013 following an independent survey of its patients by an internet clinical advice organisation. Elan had also recently set up an app for the clinic that allowed people to provide feedback via their smart phones.

We found that the provider treated people with respect and provided good information about the service and treatments available. There were suitable safeguarding arrangements in place. Machinery and medical devices were properly installed, serviced and maintained, and the quality of the service was assessed and monitored on an ongoing basis.

Everyone we spoke with about Elan Medical Skin clinic and the 33 completed satisfaction questionnaires we looked at, showed us that privacy and dignity was upheld at all times. We found that people could express their views regarding care and treatment, and they were involved in the decision making process. One person told us "I would not go any where else, the treatment is very good". Another person said " I am well informed and know what to expect".

We saw that peoples’ needs were assessed and care and treatment was planned and delivered in line with their individual plan. People were cared for in a clean, hygienic environment. They were treated by a nurse practitioner who had received professional development. However, an appraisal system should be actioned to show that staff are supported to deliver care and treatment safely and to an appropriate standard at all times.

We found that people’s records and other records relevant to the management of the services were accurate and fit for purpose.

We spoke with two people who have recently used the service. Both said that they were happy with the way they were treated and involved in decisions about their treatment. They received clear information about the treatments available and were asked for their views afterwards. They said that they were made to feel comfortable in discussing any concerns with the registered manager and had a lot of confidence that the member of staff performing the treatments was well trained.