Bupa Centre - Solihull

This service is rated as Good overall. (Previous inspection 24 July 2018 this service was not rated).

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 Solihull BUPA Health Centre

on 29 August 2019 as part of our inspection programme and to provide a rating.

This service is registered with CQC under the Health and Social Care Act 2008 for Surgical Procedures, Diagnostic and Screening and Treatment of Disease, Disorder or Injury. BUPA Centre - Solihull provides independent health assessments, GP consultations, musculoskeletal and dermatology services. The previous inspection also covered dental services, this service is no longer offered at this location.

The service is located in a purpose-built property with street level access to the whole building via a reception and waiting area. The building is fully accessible with lifts to all floors and accessible facilities. Patients are directed to the first floor where service areas have separate reception and waiting areas. There are also offices, staff facilities and consultation rooms on the second floor.

Services are available to any fee-paying patient. Services can be accessed through a membership plan or on a pay per use basis.

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.

Prior to our inspection patients completed CQC comment cards telling us about their experiences of using the service. We received feedback from 24 people which was wholly positive about the service. We received comments which stated staff were helpful and attentive. People told us they felt involved in decisions about their care and that staff were caring. They also commented on the cleanliness of the clinic.

Our key findings were:

• The service had clear systems to manage risk so that safety incidents were less likely to happen. When incidents did happen, the service learned from them and improved.
• The service 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 patients with compassion, kindness, dignity and respect.
• Services were provided to meet the needs of patients.
• Patient feedback for the services offered was consistently positive.
• There were clear responsibilities, roles and systems of accountability to support good governance and management.

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

We carried out an announced comprehensive inspection on 24 July 2018 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.

Prior to our inspection patients completed CQC comment cards telling us about their experiences of using the service. Twenty people provided wholly positive feedback about the service. We received comments which stated staff were helpful and attentive. People told us they felt involved in decisions about their care.

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 service had clear systems to manage risk so that safety incidents were less likely to happen. When incidents did happen, the service learned from them and improved.
• The service 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 patients with compassion, kindness, dignity and respect.
• Services were provided to meet the needs of patients.
• Patient feedback for the services offered was consistently positive.
• There were clear responsibilities, roles and systems of accountability to support good governance and management.

The areas where the provider should make improvements are:

• Arrange sepsis training for all staff at a level appropriate to their roles.

Professor Steve Field (CBE FRCP FFPH FRCGP)

Chief Inspector of General Practice

We carried out this announced inspection on 24 July 2018 under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. We planned the inspection to check whether the registered provider was meeting the legal requirements in the Health and Social Care Act 2008 and associated regulations. The inspection was led by a CQC inspector who was supported by a specialist dental adviser and a second CQC inspector.

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 form the framework for the areas we look at during the inspection.

Our findings were:

Are services safe?

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

Are services effective?

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

Are services caring?

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

Are services responsive?

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

Are services well-led?

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

Background

Bupa Health and Dental Centre - Solihull provides private treatment to adults and children.

The service is located in a purpose-built property with street level access to the whole building via a reception and waiting area. The building is fully accessible with lifts to all floors and accessible facilities. Patients are directed to the dental, health assessment, musculoskeletal, dermatology and private GP service areas which have separate reception and waiting areas, staff offices, facilities and consultation rooms.

There is level access for people who use wheelchairs and those with pushchairs. Car parking spaces, including two for blue badge holders, are available at the front and rear of the practice.

The dental team includes a dentist, a periodontist, two dental nurses and a receptionist. The practice has one treatment room.

The practice is owned by a BUPA and as a condition of registration must have a person registered with the Care Quality Commission as the registered manager. Registered managers have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated regulations about how the practice is run. The registered manager at Bupa Health and Dental Centre - Solihull is the centre manager.

On the day of inspection, we collected two CQC comment cards filled in by patients and spoke with two other patients.

During the inspection we spoke with periodontist, a dental nurse, reception staff and the centre manager. We looked at practice policies and procedures and other records about how the service is managed.

The dental service is open between 9am and 5pm Monday to Friday.

Our key findings were:

• The practice appeared clean and well maintained.
• The provider had infection control procedures which reflected published guidance.
• Staff knew how to deal with emergencies. Appropriate medicines and life-saving equipment were available.
• The practice had systems to help them manage risk to patients and staff.
• The practice staff had suitable safeguarding processes and staff knew their responsibilities for safeguarding vulnerable adults and children.
• The provider had thorough staff recruitment procedures.
• The clinical staff provided patients’ care and treatment in line with current guidelines.
• Staff treated patients with dignity and respect and took care to protect their privacy and personal information.
• The provider was providing preventive care and supporting patients to ensure better oral health through advice and information leaflets.
• The appointment system met patients’ needs.
• The practice had effective leadership and culture of continuous improvement.
• Staff felt involved and supported and worked well as a team.
• The practice asked staff and patients for feedback about the services they provided.
• The provider dealt with complaints positively and efficiently.
• The provider had suitable information governance arrangements.