The Care Quality Commission
  • Services in your home
  • Homecare service

Axela Care

Overall: Good read more about inspection ratings

32 Station Parade, London, London, NW2 4NX (020) 3903 6377

Provided and run by:
Axela Care Limited

All Inspections

During an assessment under our new approach

About the service

Axela Care Limited is a domiciliary care agency providing personal care to adults in their own homes.

Who the service is for

This service supports older people and people with physical disabilities, dementia and mental health needs, who are living in their own homes. At the time of the inspection there were 12 people using the service.

Key findings

We carried out this assessment on 30 June 2026. This service was previously rated as good. We carried out this assessment to confirm whether the rating of good remains accurate. This report does not provide detailed information on areas where we found practice continues to meet a good standard. Instead, our findings focus on any areas where the service needs to improve or where we found exceptional practice.

The provider demonstrated a learning culture of openness and transparency. Staff understood and fulfilled their responsibilities to raise concerns and report incidents and felt fully supported when they did. One staff member said, “We have a policy in place and training on safeguarding and know what to do if we come across this, speak to the person to find out what happened, record this and report to the office immediately.” Lessons were learnt and communicated widely to ensure improvements were made, a staff member told us, “At team meetings we discuss incidents and reflect on practice and any safeguarding’s that are raised.”

Staff had access to personal protective equipment and up to date training in infection prevention control. People’s home environments were assessed to ensure they were suitable and safe for the delivery of care.

The provider assessed people’s needs prior to the service commencing. Care plans and risk assessments were detailed and person-centred reflecting people's individual support needs, backgrounds, likes and dislikes. Staff demonstrated a good understanding of people's needs and knew them well.

People were supported by enough competent staff who had the right mix of skills, experience and knowledge to support them safely. Appropriate recruitment checks were carried out as standard practice. Staff received induction, training, supervision and ongoing support from their managers to ensure they carried out their roles effectively. One staff member said, “The induction was very good and there was lots of shadowing opportunities from more experienced staff who supported and helped me and even tested me by asking what I needed to do, which gave me more confidence.” Medicines were managed safely, with clear procedures for administration, recording, and monitoring within people's homes.

Appropriate referrals were made to health care professionals and services when concerns or changes in people’s needs were identified. Comments from visiting health care professional included, “They (the provider) send in supervisors to follow up on queries; they usually prompt us if there are changes in care needs,” and “The Information I handover to leaders is recorded and shared via written notes and electronic systems and team meetings.”

Staff supported people to make decisions about their care and treatment, and consent was sought before support was provided.

People, relatives and staff were encouraged to share feedback about the service, and the provider had systems in place to use this information to support continuous improvement. Care plans reflected people’s preferences and demonstrated their views were listened to and acted upon.The provider promoted equality, diversity and inclusion, ensuring people received fair and equitable care and support.

The provider prioritised staff morale, retention, and a positive, inclusive working culture. There were clear shared values and staff felt they worked collaboratively with management to deliver the goals of the service. One staff member told us, " Management are always there for help and support, which helps us grow and become more confident. At team meetings they (managers) also provide lunch for us so it’s a time to socialize and get together as well and people can get to know each other, it’s really nice and thoughtful.” This demonstrated a shared commitment to delivering person-centred care and positive outcomes for people.

The provider had governance systems in place to monitor the quality and safety of the service. Audits, care plan reviews, spot checks, feedback, incident reviews and management oversight were used to identify areas for improvement and monitor service performance. Leaders demonstrated commitment across the service to good practice, service performance and risk management. Staff were engaged with processes and used these systems effectively, addressing problems openly and swiftly through collaborative and responsive leadership. Spot checks took place to support staff in delivering high quality care and to ensure any learning was identified and actioned.

23 May 2018

During a routine inspection

This inspection took place on 23 May 2018 and was announced. During our last inspection on 24 August 2016 we found the provider was in breach with Regulation 17 Health and Social Care Act (HSCA) 2008 (Regulated Activities) Regulations 2010. The provider failed to maintain records in relation to persons employed in the carrying on of the regulated activity. The provider was also in breach with Regulation 19 HSCA 2008 (Regulated Activities) Regulations 2010. We found the provider failed to operate an effective recruitment process to ensure that staff were of good character, had the qualifications, skills and experience which was necessary for the work performed by them.

The provider sent us an action plan following our inspection in August 2016 telling us that they had taken the appropriate actions to address the breaches and that they were no longer in breach with the regulations.

We found during this inspection that the provider had undertaken appropriate checks of new prospective staff employed to ensure they were of good character, had the qualifications, skills and experience required to work and support people who used the service.

Mercyland Care Limited is a domiciliary care agency. It provides personal care to ten people living in their own houses and flats in the community. It provides a service to older adults some of them may have dementia. Not everyone using Mercyland Care Limited receives regulated activity; CQC only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided. Since our last inspection the provider has moved the location to a new office building, the registered manager told us that this was to reduce costs and due to issues, they had with the previous landlord.

A manager was registered with the Care Quality Commission (CQC). A registered manager is a person who has registered with the CQC to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

We found that appropriate systems, processes and practices were adhered to ensure people who used the service were safeguarded from abuse. Risk to people was assessed and management plans were put into place to ensure people were not at risk of receiving unsafe personal care. People told us that the agency provided sufficient staff suitable to meet their needs. Where people received support with medicines appropriate systems were followed to ensure the proper and safe use of medicines. Staff followed appropriate infection control procedures to minimise the risk of spreading infections. Since our last inspection, Mercyland Care Limited did not have to deal with any incidents or accidents in relation to carrying out the regulated activity, but we were told by the registered manager that any accidents and incidents would be discussed during care workers meetings.

New prospective people who used the service had been assessed to ensure the service was able to meet people’s needs. Care workers had access to a wide range of training and were supported to develop their skills and knowledge to deliver effective care. Where required people’s dietary needs were documented in their care plans and appropriate care was provided to people who used the service. Care workers would contact emergency services if required. People who used the service had a designated representative if this was required to ensure consent was sought in line with legislation and guidance.

People who used the service told us they were treated with kindness and respect. We saw that people and their relatives could express their views and were actively involved in making decisions in relation to their care. Care workers told us that they ensured people’s privacy, dignity and independence was respected and promoted.

People received personalised care that was discussed and planned with them or their representative. People who used the service were encouraged to raise concerns and complaints, which was used to improve the quality of service.

People who used the service and care workers told us that the registered manager was approachable and listened to what they had to say. They described the organisation’s culture as open, transparent and inclusive. The provider had an effective quality assurance system in place. People who used the service and care workers were regularly engaged to comment on the service provided to drive improvement and promote good quality care.

24 August 2016

During a routine inspection

This inspection took place on 24 August 2016 and was announced.

Mercyland Care is a domiciliary care service delivering personal care to adults. At the time of the inspection the service was providing care and support to four people in their homes.

The service had a registered manager at the time of the inspection. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

The service was not safe. People received support from staff who were recruited through an unsafe process. CQC is considering the appropriate regulatory response to resolve the problems we found in respect of the regulation. We will report on action we have taken in respect of this breach when it is complete.

People’s risks were assessed and plans were in place to protect them from avoidable harm. Staff had the knowledge and procedures to keep people safe from abuse and there were enough staff available to support people safely. People were supported to take their medicines as prescribed.

People had care delivered by trained and supervised staff. People’s rights in relation to their mental capacity were upheld and people gave consent to the support they received. People ate healthily and were supported with health appointments when required.

People and their relatives told us the staff were caring. Staff knew people’s preferences, respected people’s confidentiality and privacy.

The care people received was personalised. People’s needs were assessed and care plans provided guidance to staff on meeting people’s needs. People and their relatives knew how to make a complaint and their views about the service were sought.

The provider’s auditing systems failed to detect unsafe documentation within staff files. CQC is considering the appropriate regulatory response to resolve the problems we found in respect of the regulation. We will report on action we have taken in respect of this breach when it is complete.

People, relatives and staff expressed confidence in the registered manager. Care records contained up to date information and care quality was checked. The service liaised with other health and social care organisations.