North East Living, March 2025 Edition, p.131

WOMEN in BUSINESS

CLAIRE WAKTINS

At her Durham clinic, Claire Watkins treats a wide range of conditions,
from chronic pain to infertility and mental heath

Where did it all start for you?
After 13 years as a Chartered Civil Engineering Surveyor, my journey began in 2018 when I received acupuncture to help ease the side effects of chemotherapy for breast cancer. The profound impact it had on my recovery sparked a realisation; I wanted to retrain as an acupuncturist to support others. In 2020, I embarked on a four-year degree in acupuncture at the Northern College of Acupuncture in York. It was one of the best decisions I’ve ever made. I graduated with a First-Class Honours degree and opened my clinic room in Durham last September.

Who are your clients?
My patients are often individuals living with long-term health conditions who seek additional support alongside their existing NHS care to help manage symptoms. Others patients have acute conditions and seek a natural and effective way to support their recovery.

What can you help with?
I treat a wide range of conditions, including sports injuries, chronic pain, sciatica, osteoarthritis, menstrual pain, menopausal symptoms, sleep issues and digestive disorders. I also support patients with mental health conditions, autoimmune diseases and those undergoing cancer treatment, plus, as a member of the Acupuncture Fertility Network (AFN), I help families trying to conceive, both naturally and through IVF. While many patients seek acupuncture for stress and fatigue, I am increasingly seeing those looking for support with Chronic Fatigue Syndrome (CFS) and Long-Covid.

What does customer service look like for you?
In my acupuncture clinic, exceptional service means providing a professional, caring and supportive experience where patients feel comfortable and safe, while knowing that their treatment is confidential. Every treatment is tailored to the individual using a Chinese medicine diagnosis, addressing not just their symptoms, but the root cause. Follow-up care is also a key part of my approach. Whether it’s checking in after a session, providing lifestyle advice, Chinese medicine diet advice or answering any questions, I want my patients to know that their health journey matters to me. True customer service, in my view, is about building trust and lasting relationships, not just providing a service.

Why do you think your business is so successful?
Because of my commitment to providing the highest standard of care for my patients. In the UK, acupuncture does not have statutory regulation, meaning some practitioners may have only completed short courses.
To ensure I could offer the best possible treatment, I chose a British Acupuncture Accreditation Board (BAAB) approved course and studied for four years. This level of training allowed me to become a member of the British Acupuncture Council (BAcC), the UK’s largest member-led professional body for traditional acupuncturists, and gain PSA (Professional Standards Agency) accreditation. Membership requires adherence to strict codes of professional conduct and safe practice, ensuring my patients receive safe, effective and evidence- based treatments. GPs can refer patients to practitioners with PSA Accreditation. Beyond qualifications, my success also comes from offering a service where patients feel truly heard. I provide a safe, supportive space where people have the time to discuss their health concerns without feeling rushed. Having personally experienced some of the conditions I treat, I understand the challenges of navigating health issues. This lived experience allows me to bring empathy, insight and a deeper level of care, helping patients feel comfortable, listened to and supported throughout their treatments.