Bupa Centre - Nottingham

Updated 12 July 2019

Bupa Centre - Nottingham is located at 4 Millennium Way West, Phoenix Park West, Nottingham

NG8 6AS. The service is located on the first floor and a lift is in place. There is parking directly outside the building.

The provider, Bupa Occupational Health Limited, is registered with the CQC to carry out the regulated activities of treatment of disease, disorder or injury and diagnostic and screening procedures from the location.

Bupa Centre - Nottingham provides general health assessments (that include a range of screening processes), specialised assessments, GP services and musculoskeletal services (this includes physiotherapy and specialist physician appointments for conditions such as back pain, sprains and sporting injuries) to people aged 18 years and above.

Patients can book appointments directly with the service, by phone or online. There is a local management team comprising of a centre manager, lead physician, a health advisor team manager supporting four employed clinicians and a further four self-employed clinicians which includes GPs. In addition to the local team there is regional and national support and oversight from additional Bupa staff.

The service is open for consultations on Monday, Tuesday, Wednesday and Friday from 8am to 5pm and on Thursday from 8am to 6pm.

Before visiting we reviewed a range of information we hold about the service and information which was provided by the service pre-inspection.

Our inspection team was led by a CQC lead inspector. The team also included a GP specialist advisor.

During the inspection:

• we spoke with staff
• reviewed CQC comment cards where patients shared their views
• reviewed key documents which support the governance and delivery of the service
• made observations about the areas the service was delivered from

To get to the heart of patients’ experiences of care and treatment, we always ask the following five questions:

• Is it safe?
• Is it effective?
• Is it caring?
• Is it responsive to people’s needs?
• Is it well-led?

These questions therefore formed the framework for the areas we looked at during the inspection.

Updated 12 July 2019

This service is rated as Good overall. The service was previously inspected in June 2018.

The key questions are rated as:

Are services safe? – Good

Are services effective? – Good

Are services caring? – Good

Are services responsive? – Good

Are services well-led? – Good

We carried out an announced comprehensive inspection at Bupa Centre - Nottingham as part of our inspection programme.

Bupa Centre - Nottingham was last inspected in June 2018, but it was not rated as this was not a requirement for independent health providers at that time. Since April 2019, all independent health providers are now rated, and this inspection was undertaken to provide a rating for this service.

This service is registered with CQC under the Health and Social Care Act 2008 in respect of some, but not all, of the services it provides. There are some exemptions from regulation by CQC, which relate to types of service and these are set out in Schedule 2 of The Health and Social Care Act 2008 (Regulated Activities) Regulations 2014.

At Bupa Centre – Nottingham, services are provided to patients under arrangements made by their employer with whom the service user holds a policy (other than a standard health insurance policy). These types of arrangements are exempt by law from CQC regulation. Therefore, at Bupa Centre – Nottingham we were only able to inspect the services, which are not arranged for patients by their employers with whom the patient holds a policy (other than a standard health insurance policy).

The centre manager is the registered manager. A registered manager is a person who is registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered people. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

Six patients provided feedback about the service using CQC comment cards. Patients were very positive regarding the quality of the service provided.

Our key findings were:

• The service provided care in a way that kept patients safe and protected them from avoidable harm.
• Patients received effective care and treatment that met their needs.
• Patients commented that staff were kind and caring, treated them with respect and involved them in decisions about their care.
• Services were designed to meet the needs of individual patients.
• The culture of the practice and the way it was led and managed drove the delivery and improvement of high-quality, person-centred care.

The areas where the provider should make improvements are:

• Continue to develop a record of staff immunisation status for all diseases recommended by Public Health England.
• Continue to monitor the process of receiving MHRA alerts to ensure that all alerts are received and acted upon.

Dr Rosie Benneyworth BM BS BMedSci MRCGPChief Inspector of Primary Medical Services and Integrated Care