During an assessment under our new approach
Date of Assessment: 30 January and 13 February 2026. Upscale Care Limited is a domiciliary care agency providing personal care to people living in their own homes. CQC only inspects where people are receiving the regulated activity personal care. This is help with tasks related to personal hygiene and eating. At the time of this inspection 2 people were receiving support with personal care. This is the first assessment for this registered service. At this assessment the service has been rated good. This was a comprehensive assessment and included all the quality statements across our five key questions.
Systems were in place to help keep people safe. Safeguarding policies and procedures were in place, and staff and the registered manager understood how to recognise and report concerns, including escalation to external agencies when required. Risks to people were identified, and staff described how they monitored changes in people’s health and responded to deterioration, including contacting emergency services where necessary. Staffing levels were sufficient to meet people’s needs.
Medicines were managed and stored safely. Support was limited to prompting, and arrangements were in place for recording this; however, care records and risk assessments were not always consistent or sufficiently detailed, particularly in relation to medicines information, body maps and mobility. The registered manager was aware of these issues and had started reviewing and updating documentation. Recruitment and training processes were in place, including induction, shadowing and mandatory training, but audits and governance systems were not always effective in identifying gaps.
Staff had been recruited to the service safely overall. Where gaps were identified in employment, references and DBS records the registered manager took immediate action to address these and sent evidence of updated records, alongside a lessons learnt process and measures put in place to ensure audits were more robust and comprehensive.
Overall, the service demonstrated a caring and inclusive culture with committed leadership, governance arrangements need to ensuresystems provide consistent assurance as the service develops.