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About booking your appointment

How do I book an appointment? Hide

Book your health assessment online or call us on 0845 600 3458*.

We will need to take your credit/debit card details to secure your booking, so please make sure you have them to hand.

What information will you need from me? Hide

We’ll ask you some questions about your health and any medication you are taking to make sure the health assessment is appropriate for you. For women who want a cervical smear, we’ll need to make sure that the appointment doesn’t coincide with your menstrual cycle.

Can I change my appointment? Hide

You can change or cancel your appointment free of charge up to five working days before your appointment.

 If you change or cancel your appointment within five working days of your appointment, you will have to pay a fee:

• £75 if you cancel up to 24 hours before your appointment
• the full price of the assessment if you cancel in the 24 hours before your appointment

Do I need to prepare for my appointment? Hide

We’ll send you an appointment pack including a health questionnaire – complete this before your appointment and remember to bring it with you on the day.

If your pack got lost or didn’t arrive in time, you can print off another one online.

Download health questionnaire

Should I eat something before my health assessment? Hide

Eating and drinking before a blood test can affect some of the blood results. We recommend you:

• eat only dry wholemeal toast and drink only water in the six hours before your appointment
• avoid eating anything during the two hours before your appointment

If you are having a cholesterol or glucose test, we will ask you to fast for six hours beforehand.

If you have diabetes and are taking medication, you shouldn't fast or change your diet before your assessment.

What if I have accessibility needs? Hide

Just let us know when you make your booking. If you have restricted mobility, we’ll give you instructions about parking or access to the building. If you have communication or language difficulties, please arrange for a friend, relative or interpreter/signer to come with you.

What if I have a pre-existing condition? Hide

Health assessments aren’t suitable for anyone with long-term chronic conditions or seeking a specialist medical opinion about an existing condition.

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About what happens on the day

How long will the health assessment take? Hide

Between one and three hours, depending on which health assessment you choose.

What will happen? Hide

You’ll be welcomed by a health adviser who will talk you through your assessment in detail.

They’ll take a small amount of blood, collect urine samples and, depending on the assessment, carry out height, weight, hearing and vision tests. If you’re having cholesterol and glucose tests you’ll need to fast for six hours beforehand.

Then you’ll meet with the doctor who will have most of your test results and your completed medical questionnaire They’ll answer your questions, offer advice and give you a personal health report and action plan to help you minimise any health risks and look forward to a healthy life.

Will the health assessment be tailored to suit me? Hide

Through the information we gather in the questionnaire, extensive tests and doctor’s consultation, we’ll be able to provide an overview of your health and give advice that is tailored to you.

When will I get my results? Hide

 You’ll receive most of your test results on the day and the doctor will discuss these with you during your consultation.

Pathology tests, mammograms, cervical smear and prostate tests will need to go to special laboratories. You’ll receive these results within two weeks of your appointment.

What if you find something serious? Hide

We’ll talk it through with you in detail and, with your agreement; we’ll let your doctor know. We may advise you to see your GP to follow up on these results and ask for a referral to a specialist, if necessary.

What if I find something after my health assessment? Hide

It’s not always possible to detect all diseases and abnormalities at the time of your assessment, though we do our best to do so. So if you have any new symptoms or concerns after your health assessment, seek medical advice as soon as possible.

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About complaints

How do I make a complaint about my health assessment? Hide

We would like to address any complaints you have as soon as possible, so please speak to a member of staff at the Bupa centre. All centres have a complaints handler who will be happy to speak with you, or you may prefer to talk to the centre manager.

What if my complaint isn’t resolved? Hide

If you wish to escalate your complaint by telephone or in writing, please call or write to the centre or regional manager.

Find contact details

We’ll acknowledge your complaint within 24 hours of receipt and we’ll send a full response within 20 working days.

We deal with all complaints confidentially and impartially. If required, your complaint will be referred to the regional manager and may be escalated to the lead director.

How do you improve your service? Hide

We keep a record of every complaint, looking at the number we receive and the reasons. We use this information along with our customer surveys to help make sure we continually improve the service we provide.

This process does not affect your legal rights.

Bupa Health Assessments
BattleBridge House
300 Gray’s Inn Road
London
WC1X 8DU

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About our service

How does Bupa set high standards for service? Hide

Our clinical governance framework promotes clinical excellence through:

• quality improvement activity
• continuous review of policies and protocols
• internal and external audits
• clear policies to manage risk
• clinical incidents reporting a clear complaints handling policy
• management and reporting of poor performance
• training and development

Bupa Centres are regulated and audited by the Care Quality Commission. The Care Quality Commission require that all our procedures and policies place the customer as the most important stakeholder, and that we ensure client safety at all times through clear policies and procedures.

Visit Care Quality Commission website

What experience do Bupa doctors have? Hide

Normally our doctors have been qualified for at least five years and have a broad background of medical experience. Many will have a higher degree – MRCGP, MRCP or equivalent. All take part in our training programme to understand Bupa health assessments and protocols.

How are Bupa doctors monitored? Hide

All doctors have an initial three month appraisal followed by ongoing annual appraisals – along with regular notes audits and report checks. All Bupa doctors undergo thorough criminal and security checks

What experience do health advisers have? Hide

Our health advisers are either qualified nurses or exercise physiologists. All take part in a two week full time training programme to learn how to perform health assessments. This includes training on nutrition and diet, alcohol consumption, smoking and exercise. They too have ongoing performance appraisals. All health advisors undergo thorough criminal and security checks.

Is Bupa accredited by an independent body? Hide

Bupa is accredited under the ISO9001:2008 quality management system. As part of this, we operate stringent quality checks with full internal audit of all procedures. All clinical and non-clinical staff also have regular appraisals.

Find out more about ISO (International Organization for Standardization).

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About data protection

What is the Bupa data protection policy? Hide

At Bupa, we take the confidentiality of patient and member information extremely seriously and we fully comply with Medical Confidentiality Guidelines, ABI Codes of Practice, Data Protection Legislation and other relevant legislation and regulation. It is Bupa’s policy to comply with all legal and regulatory requirements that apply to the way we run our business.

Bupa’s confidentiality policy and guidelines apply to everybody who works at Bupa, whether temporary or permanent. Confidentiality is a key aspect within induction training and is the subject of continuing awareness training. Compliance is actively monitored. Non-compliance with the policy and guidelines may result in disciplinary action being taken.
As an integrated healthcare company, Bupa maintains patient, member, customer and other information, which must be protected for ethical, legal, regulatory and commercial reasons. Such personal data is processed only in accordance with Bupa’s Data Protection Registration and as indicated in the Bupa Data Protection Notice. Furthermore, Bupa has taken the appropriate technical and organisational measures against unauthorised or unlawful processing of this data and against accidental loss or destruction of, or damage to, this data.

The Bupa Group IS security policies, rules, standards and guidelines at all levels incorporate the International Information Security Management Standard ISO/IEC 27001:2005 (formerly British Standard BS 7799: Part 2) which is based on national and international legal requirements and considerations.

Find out more about data protection
Read our legal notices

 

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