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Frequently asked questions

Here’s a selection of questions and answers that we’ve already helped our customers with.
About booking your appointment Expand all
About what happens on the day Expand all
About complaints Expand all
  • 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 where you had your assessment. All centres have a complaints handler who will be happy to speak with you, or you may also be able to talk to the centre manager.
  • If you wish to escalate your complaint by telephone or in writing, please call or write to the centre manager 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 a more senior manager if necessary. If you are not satisfied with the response to a complaint, all of our centres are registered with the Care Quality Commission and you can escalate your complaint to them if necessary.

    Visit Care Quality Commission website
  • We keep a record of every complaint we receive and the reasons for the complaint. We use this information along with our customer satisfaction surveys to help make sure we continually improve the service we provide.

    This process does not affect your legal rights.

    BOSS Admin Team - Customer Services
    Victoria Building 3rd Floor
    Quays Loop Road
    Salford Quays
    M50 3SP


    Email: hacentralcomplaints@bupa.com
About our service Expand all
  • 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 treat the customer as the most important, and that we ensure client safety at all times through clear policies and procedures.

    Visit Care Quality Commission website
  • Most of our doctors have been qualified for at least two 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.
  • All doctors have an initial training plan followed by a three-month appraisal. After this, ongoing annual appraisals are undertaken – along with regular audits and checks. All Bupa doctors undergo thorough criminal and security checks.
  • Our health advisers are either qualified nurses or exercise physiologists. All take part, in an intense full-time training programme to learn how to perform health assessments. This includes training on nutrition and diet, alcohol consumption, smoking and exercise. They also have ongoing performance appraisals. All health advisers undergo thorough criminal and security checks.
  • 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).
About data protection
  • The confidentiality of patient and member information is of paramount concern to the companies in the Bupa group. To this end, we comply with UK data protection legislation and medical confidentiality guidelines.

    Everyone who works at Bupa has a duty of confidentiality. Confidentiality is a key aspect within training and compliance with Bupa policies and guidelines is actively monitored; non compliance may result in disciplinary action being taken.

    Bupa has taken the appropriate technical and organisational measures against unauthorised or unlawful processing of personal data and against accidental loss or destruction of, or damage to, this data. To this effect Bupa maintains information security policies, rules, standards and guidelines at all levels incorporated within the International Standard for Information Security (ISO/IEC 27001).

    If you are unhappy about how we handle your information, we would like to hear your concerns. Please contact us by email at dataprotection@bupa.com or write to us as Bupa UK Information Governance Team, Willow House, 4 Pine Trees, Chertsey Lane, Staines-upon-Thames, Middlesex, TW18 3DZ.

    Read our legal notices

What’s next?

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Bupa Health Assessments are provided by Bupa Occupational Health Limited. Registered in England and Wales No. 631336. Registered office: Bupa House, 15-19 Bloomsbury Way, London WC1A 2BA.

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