Common questions

I can get the same thing done with my GP. Why would I want to pay for this service with BUPA?
I eat healthily, exercise and feel fine. Why do I need a health assessment?
Will having a health assessment affect my private medical insurance?
I want the most extensive assessment. Is the Premier better than the Classic?
What if I have an existing condition?
How long will my health assessment take?
How often should I have a health assessment?
What happens if something is discovered?
How soon do I get my results?
What happens if I discover a problem after my assessment?
What happens if I need to change my appointment?
What provision do you have for disabled customers?
What do I do if something goes wrong?

I can get the same thing done with my GP. Why would I want to pay for this service with BUPA?

• Generally, you only see your GP when you are unwell to look at one particular aspect of your health. BUPA Wellness staff are specially trained in looking after the needs of well people and our doctors offer plenty of time in a relaxed environment to discuss your general health and wellbeing.
• A full assessment, such as the Classic, takes an hour and a half to complete.
• We look for changes in your test results before you become ill.
• You are able to discuss the majority of your test results with the BUPA doctor during your health assessment. At the end of your assessment you will receive a fully personalised report and action plan to keep you in the best possible health for the future.
• We do up to 40 tests. If you were to pay for the same tests separately, the price would be considerably higher.
• BUPA has been offering health assessments since 1969 and has made major contributions to the growth and development of activities such as coronary risk factor assessment and breast screening. The service has evolved over the years. We believe we have the greatest expertise in the health assessment field, and take pride in ensuring all our staff undergo proper training to ensure your health assessment is as thorough as possible.

I eat healthily, exercise and feel fine. Why do I need a health assessment?

While eating healthily and taking regular exercise can reduce your risk of disease, it cannot guarantee that you don't have any underlying health problems. A health assessment is an excellent way to have a clear picture of your current health and wellbeing, and helps to identify areas of risk in the future. Many conditions are present with no obvious symptoms. They can be more successfully treated when detected early - regular checks could save your life.

Will having a health assessment affect my private medical insurance?

No. If you already have private medical insurance - dependant on your level of cover - it may be used for any treatment or further investigation of problems detected during the assessment. If you do not have private medical insurance and a health concern is raised by the assessment, you may wish to declare this when taking out private medical insurance. BUPA Wellness retains all medical records. Results and personal details are not disclosed to any other part of BUPA or third party without your consent.

I want the most extensive assessment. Is the Premier better than the Classic?

Both assessments are of equally high standard, however the Premier has additional tests, which focus specifically on fitness. If you are interested in fitness, the Premier offers the cardio-respiratory exercise test, which is:

• designed to give an in depth assessment of the heart, lungs, circulation and metabolism
• carried out under direct supervision of a physiologist and doctor, who are specialised in the use of the equipment and have an active interest in fitness
• monitored by state of the art technology to produce real-time results and backed up by an extensive and easy to read report

The Premier is suitable for you if you are:

• specifically interested in your fitness
• looking to start a fitness programme and require advice and guidance

The Premier is not suitable for those with a previous or current heart problem, those on medication for heart or lung problems or those with raised blood pressure.

A series of detailed questions will be asked at the time of booking to assess suitability.

What if I have an existing condition?

A health assessment is not suited to people seeking a specialist medical opinion about an existing condition and you should discuss this with your own doctor.

How long will my health assessment take?

Generally between one and three hours depending on which health assessment you choose. We can tell you when you book.

How often should I have a health assessment?

Depending on your individual requirements the doctor will recommend a date for your next assessment. Our general recommendation is for annual visits for over 50s, once every two years for those younger. Women over 40 are recommended to have a mammogram once every 12 months - either through the Wellwoman, Breast Health, Classic or Premier assessments.

What happens if something is discovered?

With your agreement, we will write to your doctor informing him or her of any significant findings and advise you to see your GP as soon as possible. We may be able to arrange for a referral to a specialist on your GP's behalf. We would always recommend that we keep your GP informed.

How soon do I get my results?

Most will be available on the same day as part of your personal health report, which on future visits to the same centre will identify trends and compare changes. Some tests such as pathology tests, mammograms, cervical smear and prostate tests will need to go to special laboratories. You should get all the results within two weeks of your appointment.

What happens if I discover a problem after my assessment?

As with most medical tests and services, it is not always possible to detect all diseases and abnormalities. For this reason, it is important that if you have any new symptoms or concerns after your health assessment, you should seek medical advice as soon as possible.

What happens if I need to change my appointment?

If you should need to change or cancel your appointment, we can do this for a fee of £15, providing you call us a least three clear week days before your appointment. A £75 fee will be charge if you give us less notice than three clear week days. If you fail to attend on the day, without calling us in advance, you will be charged the full price of your assessment.

If your assessment is being paid for by your employer or has been pre-paid, different terms may apply and these will be discussed with you at the time of booking.

What provision do you have for disabled customers?

All customers are welcome to attend BUPA Wellness Centres. Please let us know of any disability at the time of booking so that special arrangements and/or an extended appointment can be made for you if necessary. For customers with restricted mobility we will need to give additional instructions regarding parking or access to the building. Customers with other difficulties such as communication problems should, where possible, arrange for a friend, relative or other assistant to accompany them. For example, this could include an interpreter or signer.

BUPA Wellness does not have specialised equipment such as hoists.

What do I do if something goes wrong?

We are always pleased to hear about aspects of our service that you have particularly appreciated. We also want to hear about any problems you have experienced, so that we can deal with them speedily and improve our service for the future.

If something goes wrong, here’s a simple procedure to ensure that your concerns are dealt with quickly and effectively. If you have a complaint about any aspect of our service, we would like to address this straightaway. If possible therefore, please speak to a member of staff at the centre. All centres have a complaints handler who has had specific training. Or you may prefer to talk to the centre manager.

If we cannot satisfactorily resolve your concern there and then and you wish to make a complaint by telephone or in writing, please call or write to the centre manager. You’ll find the address in the "Our locations" section of this website.
View the locations of our centres

We will aim to give you a written acknowledgement of your complaint within 24 hours of receipt. A full response will be made within 20 working days. All complaints are dealt with confidentially and impartially.

If required, your complaint will be referred to the regional manager and may be escalated to the managing director.

We keep a record of every complaint and look at how many 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 procedure does not affect your legal rights.

BUPA Wellness
Head Office
Battle Bridge House
300 Gray’s Inn Road
London
WC1X 8DU