We carried out an announced comprehensive inspection on 11 April 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.

Nuffield Health Fitness and Wellbeing Centre provides health assessments that include a range of screening processes. Following the assessment and screening process patients undergo a consultation with a doctor to discuss the findings of the results and any recommended lifestyle changes or treatment planning.

The service is registered with the Care Quality Commission (CQC) under the Health and Social Care Act 2008 in respect of some, but not all, of the services it provides. For example, physiotherapy and occupational health assessments do not fall within the regulated activities for which the location is registered with CQC.

We received eighteen completed CQC comment cards. All the completed cards indicated that patients were treated with kindness and respect. Staff were described as friendly, caring and professional. Some patients commented on how using the service had helped them with their individual care needs. In addition, comment cards described the environment as pleasant, clean and tidy. We spoke with four patients during the inspection. All four patients were happy with the care and service they received.

Our key findings were:

• The service had clear systems to keep people safe and safeguarded from abuse. Staff understood and fulfilled their responsibilities to raise concerns and report incidents and near misses.
• Doctors assessed patients’ needs and delivered care in line with relevant and current evidence based guidance and standards.
• The service was offered on a private fee paying basis for adults only.
• Patients were treated with dignity and respect and they were involved in decisions about their care and treatment. Treatment was delivered in line with best practice guidance and appropriate medical records were maintained.
• Patients were provided with information about their health and with advice and guidance to support them to live healthier lives.
• Systems were in place to protect personal information about patients.
• Information about services and how to complain was available and easy to understand.
• An induction programme was in place for all staff and staff received induction training prior to treating patients.
• Staff were well supported with training and professional development opportunities. They were trained to provide them with the skills, knowledge and experience to deliver effective care and treatment.
• Systems were in place to deal with medical emergencies and staff were trained in basic life support.
• The practice had a clear vision to provide a safe and high quality service. And there was a clear leadership and staff structure. Staff understood their roles and responsibilities.
• There were clinical governance systems and processes in place to ensure the quality of service provision. Staff had access to all standard operating procedures and policies.

Professor Steve Field CBE FRCP FFPH FRCGP

Chief Inspector of General Practice

During our visit we spoke with two people who used the service, looked at the recent satisfaction survey and spoke with three members of staff including the registered manager.

Everyone we spoke with was happy with the service. One person told us, “they make me feel relaxed, you are always a little anxious about this type of thing, but they put you at your ease.” Another person wrote in the satisfaction survey, “a really wonderful experience. I left in a good frame of mind of how I was physically and mentally. I have goals for my next appointment.”

People told us that assessments and tests were explained at every step and they were always asked if they were happy to go ahead with any procedures.

There was a complaints procedure in place which was clearly visible in all the clinical rooms and reception. No one raised any concerns about Nuffield Health at the time of our visit.

Nuffield Health had enough suitably qualified staff with the skills and experience required to carry out their job.

There were policies and procedures in place to safeguard people from the risk of infection.

We spoke with four people who had recently used the service and also looked at the clinic's most recent patient satisfaction survey results. We found people were happy with the information they received and pleased with their care. They all praised the quality of care from the staff. One person said “the physiologist I saw was amazing; so knowledgeable, nice and professional.” Another person told us “my treatment has been exceptional. I received a very constructive, pragmatic, individualised and helpful approach.”

The treatment areas were clean, appropriately equipped and promoted people’s privacy. The clinical and administrative staff were trained in life support and knew what to do in the event of a medical emergency.

Staff members were appropriately qualified, had regular training, supervision and opportunities for professional development. We saw evidence that the quality of the service was monitored and the provider sought feedback from patients and staff.