Wellbeing Assured Healthcare - Main Office

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• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Systems and processes were very poor, in respect of promoting people’s independence and supporting them to have informed choice and control over their lives.

This service scored 10 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We did not look at Kindness, compassion and dignity during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

In many aspects, people experienced independence, choice and control in respect of their care and support. 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.

Staff told us they knew people’s needs well, accommodated their choices and promoted their independence. One member of staff told us, “I have started to know their typical needs, but as a new member of the team, I also make sure to check in with them as I have noticed that their preferences can sometimes change.”

Systems and processes were very poor, in respect of promoting people’s independence and supporting them to have informed choice and control over their lives. People were able to come and go as they wished, meet with who they wanted and live the lifestyles of their choosing. However, there were no systems or processes for staff to follow, to help support people to make more informed choices and better understand some of the risks they were taking. From the records we looked at, people were not supported to build on and develop their life skills. We saw in people’s care plans and daily notes, that some people chose to smoke, drink excessive alcohol and take drugs. People also frequently chose to have a main diet that lacked healthy and nutritious content, such as take-away, processed or fast-food. Whilst staff did not restrict people in many senses, there were many subtle restrictions on people’s lives, for which there were no clear protocols, risk management plans or mental capacity assessments in place. For example, we saw in the daily notes that staff sometimes used 1 person’s allowance of alcohol, tobacco and money as a ‘condition’ to control their behaviours. On one occasion it was written that the person had, ‘requested their allowance but the support worker declined and pleaded that they washed their face and brushed their teeth, as a condition for their request’. Records did not demonstrate how decisions were being made for people in their best interests. For example, staff recorded in 1 person’s daily notes that they had taken their medicine ‘under duress’. Staff managed and administered people’s medicines, used a tracking device to determine a person’s whereabouts and held and managed a person’s money, tobacco and alcohol. Daily notes also stated occasions where staff had confiscated and destroyed a person’s belongings.

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.