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Inspection Summary


Overall summary & rating

Updated 12 January 2018

We carried out an announced comprehensive inspection on 20 November 2017 to ask the service the following key questions; Are services safe, effective, caring, responsive and well-led?

Our findings were:

Are services safe?

We found that this service was providing safe care in accordance with the relevant regulations.

Are services effective?

We found that this service was providing effective care in accordance with the relevant regulations.

Are services caring?

We found that this service was providing caring services in accordance with the relevant regulations.

Are services responsive?

We found that this service was providing responsive care in accordance with the relevant regulations.

Are services well-led?

We found that this service was providing well-led care in accordance with the relevant regulations.

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the service was meeting the legal requirements and regulations associated with the Health and Social Care Act 2008.

Bupa Centre – Manchester provides a range of health assessments, GP services, musculoskeletal services, occupational health services and physiotherapy services. The service offers appointments with GPs and health advisors and other healthcare specialists. The service opening hours are Monday to Friday 8am to 5pm. Patients can book appointments on line and through a central call centre number between 8am and 5pm. The service did not provide care and treatment to children and young people under the age of 18 years.

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 particular types of service and these are set out in Schedule 2 of The Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. Those occupational health related services provided to clients under a contractual arrangement through their employer or government department are exempt by law from CQC regulation. Therefore, they did not fall into the scope of our inspection.

As part of our inspection we asked for Care Quality Commission comment cards to be completed by patients prior to our inspection visit. We received 44 comment cards, all of which were positive about the standard of care received.

Our key findings were:

  • Systems were in place to protect people from avoidable harm and abuse. When mistakes occurred lessons were learned and action was taken to minimise the potential for reoccurrence.
  • There were effective arrangements in place for the management of medicines.
  • The service had arrangements in place to respond to medical emergencies.
  • Staff were aware of current evidence based guidance. Staff had been trained to provide them with the skills and knowledge to deliver effective care and treatment.
  • Patient survey information and Care Quality Commission (CQC) comment cards reviewed indicated that patients were very satisfied with the service they received. Patients commented that they were treated with compassion, dignity and respect and were involved in their care and decisions about their treatment.
  • Information about services and how to complain was available.
  • There was a clear leadership structure and staff felt supported by management and worked very well together as a team.
  • There was a clear vision to provide a safe and high quality service.
  • There were effective clinical governance systems and processes in place to ensure the quality of service provision.
  • The provider was aware of and complied with the duty of candour.

There were areas where the provider could make improvement and should:

  • Improve how information from safety alerts is disseminated to all clinicians working at the service.
  • Review the system currently in place to determine patients’ identity and age.
  • Review the current monitoring system to ensure all clinical areas are hygienically clean.

Inspection areas

Safe

Updated 12 January 2018

We found that this service was providing safe care in accordance with the relevant regulations.

  • The clinic had clearly defined and embedded systems, processes and practices in place to keep people safe and safeguarded from abuse.

  • There was an effective system in place for reporting and recording significant events.

  • Lessons were shared to make sure action was taken to improve safety in the clinic. When there were unintended or unexpected safety incidents, people received reasonable support, truthful information, a verbal apology and were told about any actions to improve processes to prevent the same thing happening again.

  • There were effective arrangements in place for the management of medicines and vaccines.

  • The clinic had arrangements in place to respond to medical emergencies.

  • We discussed with the service the need to improve how information from safety alerts was disseminated to all clinicians working at the service.

  • We discussed with the service the need to review the current system used to determine patients’ identity and age.

  • We discussed with the service the need to review the current monitoring system to ensure all clinical areas are hygienically clean.

Effective

Updated 12 January 2018

We found that this service was providing effective care in accordance with the relevant regulations.

  • Staff assessed needs and delivered care in line with current evidence based guidance.

  • Staff had the skills, knowledge and experience to deliver effective care and treatment.

  • Staff informed us that they had regular appraisals and personal development plans for all staff were completed annually.

  • Clinical audits demonstrated quality improvement.

Caring

Updated 12 January 2018

We found that this service was providing caring services in accordance with the relevant regulations.

  • Information for patients about the services available was easy to understand and accessible.

  • Information from CQC comment cards and service survey information highlighted that staff treated patients with kindness and respect, and that patients were involved in decisions about their care and treatment.

Responsive

Updated 12 January 2018

We found that this service was providing responsive care in accordance with the relevant regulations.

  • Information about how to complain was available and easy to understand and evidence showed that the clinic responded quickly to issues raised. Learning from complaints was shared with staff and other stakeholders.

  • Opening hours of the service were available on the website.

  • The service was accessible to people who had limited mobility or used a wheelchair.

Well-led

Updated 12 January 2018

We found that this service was providing well-led care in accordance with the relevant regulations.

  • The service had a clear vision and strategy to deliver high quality care and promote good outcomes for patients.

  • Staff were clear about the vision and their responsibilities in relation to this. There was a clear leadership structure and staff felt supported by management.

  • The service had a number of policies and procedures to govern activity and held regular governance meetings.

  • The service had systems in place for notifiable safety incidents.

  • There was a focus on continuous learning and improvement at all levels.

  • The service proactively sought feedback from staff and patients, which it acted on.