We’re pleased to announce our specialist patient support teams have passed their first Care Quality Commission (CQC) inspection. We welcomed the inspection as we’re proud of the service we offer, and this accreditation sets us apart as the leading healthcare insurer in the market.

Alex Perry, CEO, Bupa Insurance UK, said:“I’m delighted our specialist patient support teams have passed their first CQC inspection with only positive comments from the CQC. We welcomed the inspection of our teams who provide specialist advice and guidance to our customers when they need it most.”It’s a great endorsement of the excellent service our teams provide, and
an important part of helping us to maintain our reputation as the leading healthcare insurer.”
Dr Luke James – Medical Director UK Insurance commented: “I am incredibly proud of the clinical team in achieving such a resoundingly positive report. As the only insurer to achieve CQC recognition all of our customers and intermediary partners can be confident that they are receiving the highest quality clinical support”.

Why this is important for you, our intermediary partners:

When advising clients on the suitability and value of various benefits and schemes, an important consideration must be the standards to which the organisation hold themselves.With a resoundingly positive report from the CQC: an independent regulator, intermediaries can be reassured when recommending Bupa products to clients, as our extensive team of clinicians help support companies in delivering the highest quality of care for their employees. Our case management teams ensure customers are supported while achieving value and controlling costs by applying an evidence based approach, which is focused on patient care and their outcomes.

Why this is important for your clients:

Our business clients can be assured that the healthcare benefits they are offering to their employees have been independently verified by the regulator as achieving a high quality standard – that they are proven to be safe, caring effective, responsive and well led.When your employees are at their most vulnerable and require access to healthcare, the quality of support provided by our specialist support clinicians can make all the difference. The team advise on treatment options, support the employees through their healthcare journey and co-ordinate care where needed. The service provided is second to none as no other healthcare insurer has subjected their clinical teams to the scrutiny of a CQC inspection*.This sets us apart in the market and clearly demonstrates that Bupa can be trusted to deliver the highest standard of care to your employees.* As of the inspection date, 29 May 2018.

The CQC report provides reassurance and confidence to both our customers and intermediary partners, regarding the standard of clinical advice and support provided when choosing Bupa. The specialist patient support teams based in Manchester, provide specialist healthcare advice and support for customers. They were assessed against five standard criteria – to determine whether the service provided is safe, effective, caring, responsive and well-led.The teams handle over 70,000 calls a month offering telephone health and wellbeing advice and support to Bupa’s insurance customers, as well as processing insurance claims. The service includes specialist support from oncology, cardiac and mental health nurses, who help customers with treatment options and advice.

In their findings the CQC noted that:

    • Staff took time to ensure patients understood the advice they had been given, and
      the referral process to other services, where this was needed.
    • Staff involved and treated patients with compassion, kindness, dignity and respect.
    • Staff had the skills, knowledge and experience to deliver an effective service.