The Care Quality Commission
  • Remote clinical advice

Archived: Bupa Insurance - Anchorage

Anchorage 3 & 4, Anchorage Quays, Manchester, Lancashire, M50 3SP (020) 7656 2000

Provided and run by:
Bupa Insurance Services Limited

All Inspections

15 March 2018

During an inspection looking at part of the service

We carried out an announced comprehensive inspection on 15 March 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.

BUPA Insurance Anchorage is based in a telephone contact centre and offers telephone advice and support concerning health and well-being to patients who are registered with the service. BUPA Insurance staff also process medical insurance claims. The centre is based in Salford Quays and staff speak with patients from all over the United Kingdom. Patients using these services do not visit this location and all advice is given over the telephone.

At this inspection we found:

  • 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 their processes.
  • Safeguarding arrangements were in place to protect vulnerable patients from abuse and all staff were aware of how to deal with safeguarding concerns.
  • We saw evidence that the service shared information with other providers in line with consent policies.
  • Policies we looked at were up to date and aligned with working practice within the organisation.
  • Training records were up to date and a training matrix was in place to monitor staff training.
  • The service routinely reviewed the effectiveness and appropriateness of the care they 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.
  • There was a strong focus on continuous learning and improvement at all levels of the organisation.

12 December 2013

During a routine inspection

There were three main teams at BUPA Insurance Anchorage which consisted of Back and Shoulder/ Therapy Management, Oncology/Cardiac and Care Plus/Mental Health. On the day of our inspection we spoke with the registered manager who was responsible for the day to day running of these individual teams.

Following our inspection we spoke with three people who had used the service in the past. Comments included; 'I was happy with the support and advice I received' and 'The staff came across as extremely professional and knowledgeable' and 'I thought it would be a really complicated process initially. But staff ensured it was handled smoothly'.

We looked at how people were safeguarded from abuse and found there were appropriate systems in place.

As part of our inspection we spoke with staff to ensure they received adequate support to carry out their job role effectively. One member of staff said to us; 'I feel very well supported. I meet with my manager weekly and received an induction when I first started'.

We looked at the systems in place to both monitor the quality of service provision and respond to complaints appropriately. There was an auditing process in place where senior managers observed staff taking calls. There was a complaints log available, and these were regularly audited to ensure an appropriate response had been given.