Tonguetie Jackie

This is the first time we rated this location. We rated it as good because:

• Mandatory training was up to date. The service followed good practice with respect to safeguarding. The service-controlled infection risks well, including COVID 19 transmission and protection. All surgical instruments were single use devices and clinical waste was disposed of safely. The service involved the family to prepare equipment for the procedure prior to the appointment. Personalised risk assessments were carried out before every home visit on the telephone. Well known assessment tools were used to assess the mobility of the baby’s tongue. Patient records were stored securely and completed accurately with detail. The provider had not needed to report any incidents in the last 12 months but was equipped with the knowledge of how to do this.
• The service adapted policies from the Association of Tongue Tie Professionals (ATP) and personalised them for their own practice. Full feeding assessments were carried out in line with best practice. Primary care givers were given support and encouragement to feed their baby well. The service engaged in clinical audit to evaluate and quality of care they provided. The registered manager was competent in their role and could draw on their work as a registered midwife for additional skills and knowledge. Appointment times were flexible to suit the needs of the service user. The service ensured that the consent process was understood and completed before procedures were carried out.
• The service treated service users with compassion and kindness, respected their home and understood their individual needs. They involved primary care givers and family members in the baby’s care decisions. Parents spoke highly of the service provided and of the registered manager. The registered manager created an inclusive conversation around the baby’s care, which included other children that were present in the household.
• Appointment times were flexible to meet the needs of the family. Families could access the provider quickly and easily and use a messenger application that was convenient for the family.
• The registered manager had appropriate skills and knowledge to run the service and continued to learn new information to help their clients.

However:

• The service did not have information leaflets in alternative languages spoken by the families living in the local community. The provider discussed introducing client payable translation services soon.
• The service did not make it easy for service users to give feedback where they had a complaint.
• The registered manager did not have a vision for the service; however, this was being implemented and added to the services website.