Bupa Centre - Manchester

This service is rated as Good overall.

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 - Manchester on 21 October 2021 as part of our inspection programme and to provide a rating for the service.

Bupa Centre-Manchester provides a range of services; health assessments, GP services and musculoskeletal services. Physiotherapy services are also available at the location. These services are provided by a range of staff, including GPs, sports and exercise physicians, health advisors and other healthcare specialists. Appointments can be booked online or by telephone. Services are only available to clients over the age of 18 years.

The Bupa Centre - Manchester refers to people accessing their service as customers, and this terminology is reflected throughout the report.

The service is registered with the Care Quality Commission (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 particular 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-Manchester, some services are provided to customers under arrangements made by their employer, a government department or insurance company with whom the service user holds a policy. These type of arrangements are exempt by law from CQC regulation. Therefore, during our inspection we were only able to evaluate the services which are not arranged for customers by any of the above mentioned agencies.

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 persons’. 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.

Our key findings were:

• The centre was clean and hygienic. Infection prevention and control was well managed with appropriate cleaning processes in place.
• There were good systems in place to manage risks so that safety incidents were less likely to happen.
• There was an open and transparent approach to safety and an effective system in place to report and record incidents.
• The service routinely reviewed the effectiveness and appropriateness of the care it provided. It ensured that care and treatment was delivered according to evidence-based guidelines.
• Staff involved and treated people with compassion, kindness, dignity and respect.
• Patients were able to access care and treatment from the service within an appropriate timescale for their needs.
• The provider was aware of and complied with the requirements of the Duty of Candour.
• There was a strong focus on continuous learning and improvement throughout the service. Staff were proud to work at the centre.

We saw the following outstanding practice:

• There was a strong emphasis on the safety and well-being of all staff. The service had just introduced a monthly well-being hour. This was an hour at the end of the day where staff could take time to focus on their well-being in or outside of the work environment.

The areas where the provider should make improvements are:

• The service should consider having doctors and the clinical lead contribute to the monthly team meetings.

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