Bupa Health and Dental Centre - West End

Updated 1 September 2022

Bupa Health and Dental Care – West End operates at 53 Mortimer Street, London, W1W 8HR. The provider is registered with the CQC to carry out the regulated activities diagnostic and screening procedures, treatment of disease, disorder or injury and surgical procedures.

The service provides private GP-led consultations, health assessments, and dermatology services. The provider has an in-house dental suite offering preventive, specialist and cosmetic dental and hygienist services at the same location. Some of the services are provided under corporate healthcare and employment arrangements or medical insurance, although there are patients who pay for their own private healthcare. Patients can be referred by the provider to other services for diagnostic imaging and specialist care.

Bupa Health and Dental Centre is registered with Care Quality Commission (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 services and these are set out in Schedule 2 of The Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. Some of the services available at Bupa Health and Dental Centre – West End are exempt by law from CQC regulation. Therefore, we were only able to inspect the regulated activities as part of this inspection.

The service offers pre-bookable face-to-face private GP, dermatology and health assessment appointments for adults over the age of 18. The service is open from 8am to 6pm each day with the exception of Sunday.

Patients requiring advice and support outside of those hours are advised to use the NHS 111 service. The services do not manage the ongoing care and review of patients with long-term conditions as part of its GP services.

The centre manager was responsible for the day-to-day running of the centre and was supported by a health care manager and a lead GP and a team of health advisors and administrators.

How we inspected this service

The methods that were used, for during this inspection were:

• A site visit to the location.
• Reviewing documents and records.
• Interviewing the lead clinician and staff.

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

Updated 1 September 2022

Please note this report and ratings reflects the Bupa Health services only. The dental service report can be found on the CQC website.

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 Health and Dental Centre, West End, 53 Mortimer Street, London W1W 8HR, to enable the Commission to provide a quality rating for the services provided.

The service provides private GP-led consultations, health assessments, and dermatology services. Some of the services were provided under corporate healthcare and employment arrangements or medical insurance, although there were patients who pay for their own private healthcare. Patients can be referred by the provider to other services for diagnostic imaging and specialist care.

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 regulated activities and services and these are set out in Schedule 1 and Schedule 2 of The Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. which are not within CQC scope of registration. Therefore, we did not inspect or report on these services.

The centre manager was 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.

The service asked patients to provide feedback through surveys, where the patients rated the services from zero to ten. The results for August 2022 demonstrated an average score of 9.3 for overall satisfaction with the practitioner, 8.7 for ease of booking and appointments, 9.5 for friendliness and helpfulness of the reception staff, and 9.3 for facilities (including equipment) look and feel of the clinic.

Our key findings were:

• Leaders had the capacity and skills to deliver high-quality, sustainable care.
• The service had a culture of high-quality sustainable care.
• Systems and processes were in place to keep people safe.
• There were systems to assess, monitor and manage risks to patient safety.
• Staff had the information they needed to deliver safe care and treatment to patients.
• Governance arrangements were in place. There were clear responsibilities, roles and systems of accountability to support good governance and management.
• The service obtained consent to care and treatment in line with legislation and guidance.
• Patients’ immediate and ongoing needs were fully assessed. Where appropriate this included their clinical needs and their mental and physical wellbeing.
• The service learned and made improvements when things went wrong.
• Infection control policy and procedures were in place to reduce the risk and spread of infection.
• The service had good facilities and was well equipped to treat patients and meet their needs.

The provider should:

• Review the effectiveness of the oversight of the system to ensure safe referral.

Dr Sean O’Kelly BSc MB ChB MSc DCH FRCA

Chief Inspector of Hospitals and Interim Chief Inspector of Primary Medical Services