The Care Quality Commission
  • Remote clinical advice

Archived: Bupa Insurance - Victoria Building

Quays Loop Road, Salford Quays, Manchester, Lancashire, M50 3SP (0161) 254 2083

Provided and run by:
Bupa Insurance Services Limited

All Inspections

17 September 2012

During a routine inspection

This service gives advice and support to people via the telephone or by electronic mail so it was not appropriate to speak with people on the day of our visit. Teams within the call centre carry out extensive surveys on a regular basis and these contained many direct quotes from people. There was generally a high level of satisfaction with the services offered. Comments included 'I learned more about the procedure I was having', 'The nurse understood and provided support' and 'I got through to someone straight away and you don't have to wait for someone to call you back.'

Some of the negative comments included 'This service is not that necessary', 'Staff had no knowledge about my problem' and 'The person I spoke to just told me see my GP. I was not given any other help or advice.' The negative comments were very much in the minority.

We found that people using the service were treated in a caring and respectful manner. Teams were well managed and the staff members we spoke with were knowledgeable about their roles and were able to identify when extra support or training was required. We found that the quality of the services provided was monitored on a regular basis and that there were systems in place to enable the different teams within the service to continually improve.