Nuffield Health Bromley Fitness and 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 rated inspection for this service. At our last inspection in July 2018, we found the provider was providing responsive care in accordance with the relevant regulations. This key question has been rated as good.

People were involved in decisions about their care. The service provided information people could understand. People knew how to give feedback and were confident the service took it seriously and acted on it. The service was easy to access and worked to eliminate discrimination. People received fair and equal care and treatment.

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. Our review of clinical records showed people were supported to understand their test results. They were also involved in decisions about their care.

The service understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. People were provided with 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. Information could be requested in a range of languages and formats. The service had access to interpreter services. People were informed as to how to access their reports. The provider used social media to share information and advice relevant to various campaigns, for example heart health awareness month.

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

We saw complaints were managed in line with the provider’s policy. Learning from complaints was evident and staff were able to identify changes made as a result of feedback from people accessing the service, including complaints.

The service’s opening hours and appointments met the needs of people using the service. People were asked about any particular requirements when booking their assessment to ensure reasonable adjustments could be made. Adequate time was scheduled for assessments; we saw examples of where longer appointments were scheduled for autistic people and people with a learning disability. There was a lift to the clinic which was situated on the first floor. The clinic was accessible for people using wheelchairs or mobility aids.

Staff and leaders actively listened to information about people who may need additional support to use the service. Feedback from people using the service was collected and reviewed each month with actions determined as a result.

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. Leaders proactively sought ways to address any barriers to improving people’s experience.

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