- Homecare service
Caremark (Wokingham and Bracknell)
We served a Notice of Decision to impose conditions on OM Care Ltd on 15 August 2025 for failing to meet the regulations relating to person-centred care, need for consent, safe care and treatment, good governance and staffing at Caremark (Wokingham and Bracknell).
Assessment report published 13 October 2026
Contents
Ratings
Our view of the service
Date of assessment 11 August 2026 to 18 August 2026.
Caremark (Wokingham and Bracknell) is a domiciliary care agency registered to provide personal care to people living in their own homes. At the time of this assessment, 104 people were receiving a regulated activity. This was a comprehensive assessment of all quality statements. We carried out this assessment due to the concerns and enforcement action taken at the previous assessment.
We assessed the service against ‘Right support, right care, right culture’ guidance to make judgements about whether the provider guaranteed people with a learning disability and autistic people respect, equality, dignity, choices, independence and good access to local communities that most people take for granted. ‘Right support, right care, right culture’ (RSRCRC) is the guidance CQC follows to make assessments and judgements about services supporting people with a learning disability and autistic people and providers must have regard to it. The service met the principles of this guidance. People’s care records contained information which was person-centred. Mental capacity assessments were completed; however, this required strengthening as it was not always done in line with all the codes of practice. Staff received training to support people with a learning disability and autistic people.
During this assessment, we found shortfalls in the provider’s governance, oversight and quality assurance arrangements. Leaders had not established effective and sustainable systems to identify, monitor and address all risks to people’s health, safety and welfare. As a result, the provider was not able to demonstrate they had effective oversight of the quality and safety of care being delivered.
The provider had care plans and risk assessments in place at the time of this assessment. Information about people’s risks was noted. Details about people’s social and life history was available and most notes were recorded in a person-centred way.
We found discrepancies between care plans, daily records and medicines administration records (MAR). Medicines information was not always accurate or complete. This increased the risk of medicines not being managed safely or in accordance with people’s assessed needs and prescribing instructions.
Although these concerns had not resulted in any known harm to people at the time of our assessment, the provider’s lack of oversight meant they could not be assured risks would be identified and addressed promptly. People and relatives consistently told us staff were kind, caring and respectful.
Improvements were found at this inspection, and the provider was no longer in breach of regulations relating to person-centred care, need for consent, safe care and treatment and staffing. However, the provider was in breach of the legal regulation relating to good governance.
This service has been in Special Measures since August 2025. The provider demonstrated improvements that have been made. The service is no longer rated as inadequate overall or in any of the key questions. Therefore, this service is no longer in Special Measures.
People's experience of this service
Despite the governance concerns identified during this assessment, people and relatives consistently described positive experiences of care and did not report any concerns about the way staff treated or supported them. People experienced a caring and compassionate service delivered by staff who knew them well and treated them with dignity and respect.
Staff were described as kind, respectful and attentive to people’s individual needs. Relatives told us they felt reassured by the support their family members received and were comfortable raising concerns with staff and management. People and relatives told us they felt listened to and any concerns were resolved quickly.
People and relatives told us, “I have certainly noticed an improvement in the customer care provided. Now they are always very good, providing a patient, listening, person centred care to both [people] and [families] and I would certainly recommend this company.”, “They never let me down.” And “The carers are kind, caring and gentle. They provide really good personal care”.