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

During our visit on 30 July 2013 we met with the registered manager, a cosmetic therapist, a health advisor and a member of the administrative team. On the day of our visit, dental staff were unavailable due to annual leave.

After our visit we spoke with eight people who used the service. Three from the dental service, four from the health assessment service and one from the cosmetic service. All people we spoke with were pleased with the treatment they had received. They had found the staff knowledgeable and friendly.

People we spoke with told us they had been provided with clear information about their treatment beforehand and the equipment that would be used during their treatment. One person said, “They clearly explained everything, including costs.”

During our visit we saw the service was clean and tidy. Processes were in place to ensure that equipment was safe to use and high levels of cleanliness maintained. People we spoke with said the equipment used was clean. One person said, “The whole place is always immaculate.”

BUPA - Solihull had processes in place to monitor people's views about the service offered. People told us they never had cause to complain about the service they had received. People told us they were satisfied with the service.

We spoke with seven people who used the service, two from the dental service, two from the health assessment service, and three from the cosmetic service. All seven were pleased with the service they had received. They told us they had been fully informed about the treatment they were to receive and they found the staff to be friendly, knowledgeable and helpful.

People who use the service told us

“When you are there it’s like you are the only person there that matters”,

“I would recommend the service to anyone I know”,

“I thought they were really nice and would have no hesitation in going back to them”,

“The staff are absolutely fantastic, they are so kind, you’re needs come first – the service is fantastic”.

People we spoke with told us they had been provided with information about the equipment to be used and why. In their view the equipment was in a good condition and appeared clean.

Only one person told us that they had been given information about how to complain. Three said they had not received information about how to make a complaint, and three could not remember whether they had received information or not. All people we spoke with told us they would feel able to make a complaint if they had one.