Bupa Wellbeing Support Services

Updated 20 February 2020

Bupa Wellbeing Support Services is based in a telephone contact centre and offers telephone advice and support concerning health and well-being to members who are members of the service.

The centre is based in Salford Quays and staff speak with members from all over the United Kingdom. Members using these services do not visit this location and all advice is given over the telephone. The service handles over 3000 calls a month. Members are able to call up the service for health advice from a registered nurse. The most common call symptoms include digestive problems, mmusculoskeletal, neurology and dermatology. The service is also able to offer telephone calls with a GP if appropriate.

Bupa Wellbeing Support Services is registered for Transport services, triage and medical advice provided remotely.

The service employs 19 clinical nurses as well as a team of four non-clinical admin co-ordinators and a leadership team. The governance team is formed of clinical and non-clinical leads. The service operates 24 hours a day, 365 days a year.

Information from the service was submitted and reviewed prior to the inspection. This included information relating to staff, members, complaints, significant events, and audits of the service.

To get to the heart of members’ 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 members’ needs?

• Is it well-led?

These questions therefore formed the framework for the areas we looked at during the inspection.

Updated 20 February 2020

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 Wellbeing Support Services on 17 January 2020 as part of our inspection programme.

At this inspection we found:

• The service had good systems to manage risk so that safety incidents were less likely to happen. When they did happen, the service learned from them and improved their processes.
• 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.
• Members were able to access care and treatment from the service within an appropriate timescale for their needs.
• There was a strong focus on continuous learning and improvement at all levels of the organisation.

The areas where the provider should make improvements are:

• Member feedback should be gathered by the service.

Dr Rosie Benneyworth BM BS BMedSci MRCGP

Chief Inspector of Primary Medical Services and Integrated Care