People who used the service understood the care and treatment choices available to them. During our review of the care records for five people we saw that they were involved in discussions about the treatments which they were considering or choosing to undergo.

We saw that the clinic rooms were clean, free from any unpleasant odours and that infection control practices were in place. For example, we observed staff wearing protective clothing, saw that hand gels were readily available and that cleaning equipment was in place.

Appropriate checks were undertaken before staff began work to ensure that only suitably vetted people were employed to work at the clinic.

Improvements had been made to the maintenance of records. However we found the provider was not appropriately monitoring the quality of records where clients had undergone minor operations.

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In order to gather people’s experience of the service we reviewed service user satisfaction surveys from the past year. We saw that all people had responded to say that their experience of the service was either ‘Excellent’ or ‘Good’. We saw comments such as “All the staff are very kind, caring and polite” and “I’m very pleased with the results of my treatment, never thought I would cure it “. We also saw that someone had commented to say “Excellent experience at Skin Norwich – couldn’t ask for anyone better”.

We also found that all people said obtaining consent had been discussed with them either ‘Well’ or ‘Very Well’. We also saw that each person had been asked to consent to their GP being contacted with regards to the treatment they were undergoing.

People were protected from unsafe or unsuitable equipment because the provider ensured maintenance and regular checks were undertaken.

Staff spoken with and records seen confirmed that staff were appropriately trained and supported to undertake their roles.

An appropriate complaints system was in place. However we identified concerns with regards to record keeping. We found that some records were incomplete and information was missing.

We used the results of surveys carried out by the organisation to present people’s comments in this report, both using their older and newer style. Using the older style the service collected electronic feedback from randomly chosen people who used the service and analysis showed that 96% of people were satisfied with the service received.

Using the new style, all clients were surveyed and asked about both consultation and treatment. This location scored the highest level of satisfaction in the region reaching score of 78 for treatment and 91 for the full month of April this year.