LCW UCC (St Charles Centre for Health and Wellbeing) Also known as St Charles Centre for Health & Wellbeing

Updated 5 September 2023

London UCC (St Charles Centre for Health and Wellbeing) is a registered location provides the 111 service to the North Centre region of London. The service also provides 20% of health advisor time and 50% of the Clinical Assessment Service (CAS) support to the North West London region, although another provider is lead contract holder in this area.

All of the services are provided from a single core location, St Charles Centre for Health and Wellbeing, London, W10 6DZ. However, most of the clinical staff that support the 111 service work remotely.

In both the North Central (the Boroughs of Barnet, Camden, Enfield, Haringey and Islington) and North West London (the Boroughs of Brent, Ealing, Hammersmith and Fulham, Harrow, Hillingdon, Hounslow, Kensington and Chelsea and Westminster) areas, the service provides a Pathways-led triage system with input from a clinical assessment service (CAS) as required. The service refers to patients to a variety of services in the local area, including Urgent Treatment Centres (UTCs), out of hours services, and referral back to a patient’s own GP service.

The service is delivered by London Central and West Unscheduled Care Collaborative Limited (LCW). LCW currently manages the 111 service, plus CAS and out of hours services in the local area.

The service is a 24/7, 365 days per year service for patients to call so they may be redirected to the most appropriate service. Calls are taken by Health and Service Advisors who are employed by LCW, with management and governance structures in place at the service.

CQC registered the provider to carry out the following regulated services at the service:

• Treatment of disease, disorder or injury
• Transport services, triage and medical advice provided remotely

The service’s website address is www.lcwucc.com

Updated 5 September 2023

The service had previously been inspected on 25 and 26 August 2022. In this inspection the service was rated as good overall, but requires improvement in the safe key question, and found to be in breach of regulation 12 of the Health and Social Care Act 2008.

The full reports for previous inspections can be found by selecting the ‘all reports’ link for LCW UCC (St Charles Centre for Health and Wellbeing) on our website at www.cqc.org.uk

We carried out this announced focused inspection of LCW UCC (St Charles Centre for Health and Wellbeing) on 26 July and 1 August 2023. We found that some of the breaches of regulation from the previous inspection had been fully addressed, but in one area there was more to do. Following this inspection, the key questions are rated as:

Are services safe? – Requires improvement.

The registered manager is the Chief Executive Officer. A registered manager is a person who is registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

Our key findings were:

• The service had developed systems such that learning from incidents and safeguarding processes were shared with all staff at the service.
• The service was not meeting targets for ensuring that calls were answered in a timely manner, and abandoned calls avoided. These targets are measured to ensure that safe care is provided.

The areas where the provider must make improvements as they are in breach of regulations are:

• Ensure that care and treatment is provided in a safe way to patients.

Dr Sean O’Kelly BSc MB ChB MSc DCH FRCA

Chief Inspector of Health Care