Nuffield Health Wokingham Fitness & Wellbeing Centre

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

We looked for evidence that the service met people’s needs, and that staff treated people equally and without discrimination.

This is the first inspection for this service since its registration with CQC. This key question has been rated as good.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The service made sure people were at the centre of their care and treatment choices. After their assessment, people were provided with a report which covered the results of their assessment and screening procedures which identified areas where they could improve their health by lifestyle changes. The reports used several different methods to show assessment results and treatment options. For example, display charts, pictures, and leaflets to demonstrate what different treatment options were available. People were encouraged to set and achieve specific and realistic objectives.

The service made sure people were at the centre of their care and treatment choices. People were provided with a range of additional information to increase their knowledge and awareness of their health and lifestyle choices. The service understood the health and care needs of people who chose to access their service.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

The service had access to interpreter services, including British Sign Language. People were informed as to how to access their reports.

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment, and support.

We saw complaints were managed in line with the provider’s policy. Concerns and complaints were discussed both locally and at an organisational level to monitor the quality of investigation, outcome and identified learning. Learning from complaints was evident and staff were able to identify changes made as a result of people’s feedback.

The service offered flexible opening hours and appointments to meet the needs of people using their service. The service offered where possible, same day pathology results and most of these were available during the persons assessment which could then be reviewed and discussed with the doctor, (pathology results were reviewed by the attending doctor and an accredited biomedical scientist, when required). The service ensured that adequate time was scheduled for assessments and staff reported they had adequate time to complete the necessary administration work which followed. Treatment rooms were available on the ground floor and a ramp and automatic door had been fitted to the entrance.

Staff and leaders actively listened to information and identified people who may need additional support to use the service such as physical access.

Feedback provided by people using the service, both to the provider as well as to CQC, was positive. Staff treated people equally and without discrimination

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future.