Axela Care

Ratings

• Overall

  Good

• Safe

  Good

• Effective

  Good

• Caring

  Good

• Responsive

  Good

• Well-led

  Good

Our view of the service

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.

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.

People's experience of this service

People’s experience

People spoke positively of their experiences of the service stating that a full assessment of their needs was made prior to joining. People told us they felt safe, well supported and confident in the care they received and consistently described positive relationships with the carers who provided support.

People said they valued the continuity of care and the reassurance of having a familiar carer. A relative told us, “The continuity of care is amazsing, [relative] has 2 main carers, they arrive on time and they are the nicest people.” Another said, “[Relative] had a very good initial assessment, 2 members of staff visited and asked [relative] what [they] wanted, staff listened to [relative]”.

People told us they had been involved in their care plans and had regular reviews. People spoke positively about the skills, knowledge and reliability of their carers and how they understood their individual needs, health conditions and daily routines, which helped them feel comfortable and supported. A relative told us, “Staff keep me involved, they are always phoning, we had a review a few weeks ago and [relatives] care time has been increased. They are committed to [relatives’] quality of life, making sure [relative] is comfortable."

People and their relatives told us their carers treat them with kindness, respect and dignity, and time was taken when providing care and they did not feel rushed. Many people highlighted the positive relationships they had developed with their carers and the difference this made to their quality of life. Comments included “Staff always make sure [relative] is relaxed and happy before they leave and reassure [relative] that they will be coming back. They do their best to make sure that everything is ok, we are very happy with them”, and “They have not let me down, they are good carers, they are competent and very nice”.

People and their relatives knew how to provide feedback and felt confident the provider would respond positively to any suggestions or concerns. A person told us, “The Manager has visited me on three occasions to check that I am getting all the things I need,” and a relative said, “I am fully aware of the complaints policy but have not had to make one.”

People told us carers supported them in a way that promoted their safety while respecting their independence and personal choices. People and their relatives were confident any concerns would be listened to and acted upon appropriately by both carers and the management team. A relative told us, “I contact the Manager whenever I need to, we could not have better care”. Another said, “I can call the office or email them, I have no complaints.”