- Homecare service
Upscale Care Limited
Assessment report published 14 May 2026
Contents
Ratings
Our view of the service
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.
People's experience of this service
People and their relatives spoke positively about their experiences of care from Upscale Care Ltd. People told us they felt safe, well supported and treated with kindness and respect. Relatives consistently described staff as reliable, punctual and attentive, and said people were happy with the care they received.
People and relatives told us staff knew them well and understood their individual needs. A family member said, “They respect [relative’s] independence and reach out if there are any concerns”. Another relative told us their family member felt safe and comfortable with staff and had never raised concerns about their care.
People received care from staff who took their time and did not rush care visits. Relatives told us staff arrived on time, stayed for the allocated duration and had enough time to provide care without people feeling hurried. People were supported in a way that promoted independence, with staff providing supervision or physical assistance only when needed, such as with washing, bathing, mobility or applying topical creams.
People and relatives described staff as caring and compassionate. One relative told us, “They are respectful, they are kind and they care”. Another relative said staff provided care “with their full heart” and were calm and patient when supporting their family member, including when providing personal care.
People’s privacy and dignity were respected. Relatives told us staff asked for consent before providing care, knocked before entering rooms, closed doors during personal care and ensured people were covered appropriately. People were supported to make choices about their care, including preferences for male or female staff, what they wore and whether they chose a bath or shower.
Relatives told us communication with the service was good and that they felt involved in decisions about care. They said the registered manager or senior staff made regular contact to check how people were and to share updates, and that concerns could be raised easily if needed. Overall, people and relatives described a positive, calm and respectful care experience where staff worked with people rather than doing for them.