- Homecare service
Aim24 Care Wokingham
Assessment report published 27 March 2026
Contents
Ratings
Our view of the service
We carried out this assessment of Aim 24 Care Wokingham from 9th December 2025 to 9th January 2026. Aim 24 Care Wokingham provides personal care to people living in their own home including older adults, people living with dementia and physical disabilities. At the time of the inspection there were 3 people using the service. At this inspection the service has been rated requires improvement. The provider was assessed due to concerns raised by Bracknell Forest Council in relation to staff shortages, missed and late calls resulting in concerns in the delivery of care.
We found the provider to be in breach of two legal regulations relating to safe care and treatment and good governance. Governance, management and sustainability arrangements were not effective and did not support the delivery of safe, consistent or high quality care. The provider lacked robust systems to identify, manage and mitigate risks, and oversight processes were not sufficiently embedded to ensure information was accurate, current or used to improve practice.
People’s needs were assessed, taking account of communication, personal care, and health requirements, however care plans did not consistently reflect the full recommendations from external professionals. As a result, staff were not given the detailed guidance required to deliver safe and appropriate care, which increased the potential for avoidable risks. Staff were recruited safely, were appropriately trained, and received regular support and supervision. Staff promoted independence, and people were supported to have choice and control over their daily lives. People told us they were treated as individuals and that staff were kind and compassionate. People’s dignity, independence, and ability to make choices were respected. Referrals to healthcare professionals were made when required.
People were asked for feedback and told us that issues they raised were responded to and addressed appropriately. The provider assessed and managed the risk of infection.
Although the provider had audits in place, they did not always identify risks or areas where improvements were needed. In some cases, actions identified through audit were not completed, reducing the effectiveness and value of the audit process.
We have asked the provider for an action plan in response to the findings and to enable us to monitor the service.
People's experience of this service
People’s experience of care was mixed. Many people told us that staff were kind, caring and treated them with dignity during their visits. They said carers generally arrived on time.
However, some people reported that they had experienced a high number of different carers, which affected continuity of care. A few people also described occasions in the past when carers had arrived late, although they acknowledged this had improved over recent months.
A few people were unsure whether they had been involved in the care planning process and believed they did not have a care plan. This was addressed by the provider during the inspection.
People valued that some carers were able to communicate with them in their preferred language, which helped them feel understood and supported. One person had a requested a male carer but the provided had not been able to meet this request.
We did receive positive feedback from some people, who told us they were very happy with their regular care staff, and they were happy with the service overall.