Upscale Care Limited

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• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence.

This is the first assessment for this newly registered service. This key question has been rated Good. This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

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 made sure people’s care and treatment was effective by assessing and reviewing their health, care, wellbeing and communication needs with them.

The provider made sure people’s care and treatment was effective by assessing and reviewing their health, care, wellbeing and communication needs with them. People had needs assessments completed before care started and were involved in shaping their care plans. Care plans included detailed information about people’s personal care needs, mobility, communication, health conditions, and preferences, such as how they wished to be supported on “bad days” and what mattered to them.

Mental capacity assessments were completed where appropriate, and consent to share information was recorded. Relatives confirmed they were involved at the assessment stage and felt able to contribute. One relative told us, “Yes. I was involved and the registered manager and then they had a senior carer… I was able to speak up.”

The provider planned and delivered people’s care and treatment with them, including what was important and mattered to them. They did this in line with legislation and current evidence-based good practice and standards.

The provider made sure people received effective care and treatment that was based on assessments of their needs and followed good practice. Care plans included clear guidance for staff on how to support people safely with personal care, mobility and medication, including when people self‑administered medicines.

Relatives told us staff followed care plans and managed risks appropriately.

A family member told us, “Staff review the care plan and ensure they follow it to manage any risks.”

Care plans contained person‑centred instructions and documented health conditions and monitoring needs, such as pain and fatigue.

The provider worked well across teams and services to support people. They made sure people only needed to tell their story once by sharing their assessment of needs when people moved between different services.

The provider supported effective working between staff and with people’s families to make sure care was coordinated and met people’s needs. Records showed clear documentation of staff and family roles. Feedback from staff highlighted positive communication and teamwork.

Relatives described good communication between staff, the registered manager and families. Staff kept relatives informed of any concerns and worked alongside family members who continued to support people with aspects of their care. People and relatives told us staff were consistent and reliable. A family member told us, “They understand [relative’s] needs and they know her well.”

The provider supported people to manage their health and wellbeing to maximise their independence, choice and control. Staff supported people to live healthier lives and where possible, reduce their future needs for care and support.

The provider supported people to maintain their health and wellbeing and to live as healthy a life as possible. Care plans included information about people’s health conditions, nutrition, hydration and mobility, and how staff should support people to stay well. Staff encouraged independence and supported people to manage their own care where possible, such as self-medicating and personal care. People were encouraged to make choices about daily living, such as bathing preferences and clothing, and that health monitoring was planned where required.

Relatives told us staff supported people’s wellbeing while respecting their independence.

One relative said, “They support my [relative], but [they] still have [their] independence. If [relative] asks for additional help they [staff] will give it.”

The provider routinely monitored people’s care and treatment to continuously improve it. They ensured that outcomes were positive and consistent, and that they met both clinical expectations and the expectations of people themselves.

The provider monitored people’s outcomes and used feedback to help maintain effective care.

The service gathered feedback from people and relatives and maintained ongoing contact to check satisfaction with care. Inspection records showed audits and reviews were in place, although these had not always been effective in identifying inconsistencies, and the provider was aware of areas for improvement.

Relatives described regular check in calls from the registered manager and felt able to raise concerns if needed. Care plans included review dates and records of monitoring people’s needs. One relative told us, “I have had a call sometimes about how I feel. The registered manager conducts check-in calls to update me on anything. Communication is good.”

The provider told people about their rights around consent and respected these when delivering person-centred care and treatment.

The provider made sure people were involved in decisions about their care and that consent was obtained before care and treatment was provided. Records confirmed capacity and consent documentation was included within care plans, supporting lawful and person-centred care.

People’s care plans recorded consent to care and to share information. Mental capacity assessments were completed where needed, and staff understood the importance of seeking permission before providing care. Relatives confirmed staff communicated well and respected people’s choices. One relative said, “Yes, they get consent before providing care.”