Wellbeing Assured Healthcare - Main Office

Updated 28 October 2024

Wellbeing Assured Healthcare – Main Office is a Supported Living Service. This is a scheme that provides care and support to people in their own homes, to help them live independently. Not everyone using the service requires the regulated activity of personal care but, where they do, this is provided under a separate contractual arrangement to that for the person’s housing. The assessment started 22 October and ended 18 November 2024. It was completed remotely. We did not undertake a site visit because the service was no longer operating from the address cited on the provider and manager’s registration certificates. We carried out the assessment because the local authority had raised concerns about the quality of the service and people’s safety. 3 people had also been served an eviction notice and the local authority was trying to reassess them. They told us the provider was not cooperating and the assessments were being delayed or prevented from happening. We found the local authority’s concerns were substantiated. The provider had failed to ensure systems and processes operated effectively and they were not complying with the regulations. The provider did not have effective governance systems. They had not identified the shortfalls we found during our assessment nor issues raised by other healthcare professionals. Learning and necessary improvements had not been made in a timely manner and people using the service were not adequately protected from the risk of harm. We assessed 11 quality statements, across the key questions of safe, caring, responsive and well led. We identified 2 breaches in relation to safe care and treatment and good governance. We also identified the provider and registered manager were in breach of their registration conditions. In instances where CQC have decided to take civil or criminal enforcement action against a provider, we will publish this information on our website after any representations and/or appeals have been concluded.

Updated 28 October 2024

We were not able to speak directly with the people using the service. However, feedback and evidence from other professionals told us that people did not experience a culture that was safe. People experienced unmanaged risks and repeated incidents, which demonstrated lessons were not learned when things went wrong. People did not experience safety and continuity of care, through a collaborative, joined-up approach. People did not experience a safe environment that would help protect them from abuse, neglect and unsafe practice. People could not be assured they would be supported by staff who had been safely recruited and were suitably experienced and competent. People did not always experience safe support and guidance in respect of the management and administration of their medicines. People maintained relationships that were important to them and had unlimited access to their friends, family and the local community. However, they did not appear to benefit from support mechanisms that could help them understand and manage the risks they were taking, in order to do this as safely as possible. People did not consistently have their equality promoted or their rights protected.