Upscale Care Limited

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.

This is the first assessment for this newly registered service. This key question has been rated Good. This meant people’s needs were met through good organisation and delivery.

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 were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

The provider made sure people were at the centre of decisions about their care and treatment and were supported to maintain independence and choice. Care plans showed people were involved in identifying their needs, preferences and routines, including how they wished to receive personal care and what support they required on days when they felt unwell or tired.

People and relatives told us staff knew them well and adjusted care to what mattered to them. One relative said, “They are respectful and take her needs to consideration and that’s really important, and they described care being delivered “with [relative], not for [relative]”. Staff described encouraging people to do as much as they could for themselves and providing reassurance and support when needs changed, such as during pain, fatigue or forgetfulness.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

The provider delivered care that was consistent and responsive to people’s assessed needs. Needs assessments were completed before people joined the service, and care was reviewed when changes were identified. The registered manager told us referrals were declined when needs could not be safely met.

People and relatives told us staff were reliable and attended visits on time, and that care was not rushed. Staff described using care plans and daily records to share information and report changes so care could be adjusted promptly.

Where people required support from other services, the provider described how they would involve health professionals and families to support continuity of care.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

The provider shared information with people and relatives in a way that supported understanding and involvement. People told us staff explained what they were doing, asked for consent before providing care and kept them informed about any changes.

People’s communication needs were clearly documented in their care plan. A family member told us, “They [staff] give [relative] a lot of time to think and communicate [relative’s] thoughts. The carer [relative] currently speaks the same language.”

Relatives told us communication with the office and the registered manager was good, and that they were kept updated through check in calls. The registered manager described providing information about how to raise concerns or make complaints through service handbooks and discussions.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

The provider listened to people and involved them in decisions about their care. People and relatives told us they felt able to speak up and that staff and managers responded positively to feedback. Relatives described being contacted by the registered manager to check they were happy with the care provided and to discuss any improvements. Staff and the registered manager described using feedback, supervision and team meetings to reflect on practice and make improvements.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

The provider worked to make sure people could access care fairly and without discrimination. Assessments considered people’s individual circumstances, and the registered manager described how staff were matched to people’s language, cultural and communication needs.

People and relatives told us they had no concerns about discrimination and felt care was provided fairly and respectfully.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

The provider supported people to have positive and equitable experiences. People and relatives consistently described care as kind, respectful and patient, with staff taking time and not rushing visits.

Staff described promoting dignity, privacy and independence, including asking permission before care, closing doors, and encouraging people to make choices about daily routines. These approaches helped people to experience care that met their individual needs and preferences.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

The provider supported people to plan for changes in their care and future needs. Care plans included guidance for days when people felt unwell or when their condition changed and identified who should be informed and what actions staff should take in an emergency.

The registered manager and staff described reviewing care plans regularly and updating them when changes were identified, in partnership with people and their families. Relatives told us they were informed about changes and involved in planning ahead.