Upscale Care Limited

On this page

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

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

This is the first assessment for this newly registered service. This key question has been rated Good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

The provider always treated people with kindness, compassion and respect, and upheld their privacy and dignity. Relatives consistently told us staff were calm, caring and took time with people, without rushing them. One relative said, “They [staff] are respectful, they are kind and they care. They take [relative’s] needs into consideration and that is really important”. Another relative described staff as “very caring… doing work with their full heart” and said they were calm when providing care.

Staff described how they promoted dignity in practice by closing doors, explaining what they were doing and ensuring consent was obtained before providing personal care. People’s care plans included clear instructions for maintaining privacy during washing, bathing and dressing, and for allowing sufficient time and reassurance, which supported compassionate care delivery.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

The provider always treated people as individuals and respected their preferences, wishes and personal circumstances. Relatives told us people were involved in assessments and care planning and felt able to speak up about what mattered to them. One relative said, “I like the way they [staff] are so respectful and follow the care plan. If any changes they will ask my [relative]. It is very inclusive. They are providing care with [relative] not for [relative]”.

Care plans reflected people’s routines, preferences and cultural or religious needs, such as choosing clothing, bathing preferences and what was important to them in daily life. Staff demonstrated good knowledge of the people they supported and explained how they adapted their communication and approach, including allowing people time to think, explaining tasks clearly and speaking the same language where this supported understanding.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

The provider always promoted people’s independence, choice and control. Relatives consistently told us staff supported people to do as much as they could for themselves and respected their decisions. A family member said, “They respect [relative’s] independence and reach out if there are any concerns”. Another family member confirmed staff encouraged independence while providing prompts or assistance when needed due to dementia or physical limitations.

Care plans clearly stated that people should be encouraged to choose their clothing, decide between a bath or shower and apply creams independently where possible, with support offered only when required. Staff gave examples of stepping back when people did not want help and supporting informed choices around daily routines and meals.

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

The provider always responded to people’s immediate needs in a timely and appropriate way. Relatives told us staff arrived on time, stayed for the allocated duration and did not rush care. One relative said, “They don’t rush [relative]”, while another confirmed their family member “does not feel rushed and [relative is happy with them [staff]”. Staff explained how they monitored people’s health and wellbeing during visits and escalated concerns promptly to management and family when needs changed or risks increased.

Care plans included guidance on how staff should respond on “bad days”, such as slowing down, prioritising personal care and offering reassurance, which supported responsive and flexible care.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

The provider always supported workforce wellbeing and enabled staff to carry out their roles effectively. Staff told us they enjoyed working for the service and felt supported by managers. One staff member said, “Helping people gives me joy… it is a rewarding job” and confirmed they felt able to raise concerns and receive support when needed.

Staff described receiving induction, shadowing and ongoing training, and said managers checked in with them, offered reassurance and discussed learning in team meetings. Staff also reported that managers were approachable and promoted an open culture, which helped them feel valued and supported in their work.