- Homecare service
Caremark North Norfolk & Great Yarmouth
Assessment report published 9 November 2026
Contents
Ratings
Our view of the service
Date of assessment: 22 September to 29 October 2026. Caremark North Norfolk Great Yarmouth is a homecare service, which provides support to people of all ages in their own homes. Caremark North Norfolk Great Yarmouth provides both a visiting service and a live in care service. Not everyone using the service received personal care. CQC only inspects where people receive personal care and, where they do, we also consider any wider social care provided. At the time of this assessment the service was supporting 22 people with the regulated activity of personal care.
We carried out this assessment because the service was newly registered on 11 November 2025 and had not yet been assessed or rated. This was a comprehensive assessment, which was completed remotely, and covered all quality statements. Following this assessment, the service has been rated Good.
Caremark North Norfolk Great Yarmouth worked in partnership with people to develop and tailor the service to meet their needs. Although still relatively new, the service demonstrated a strong and embedded culture of learning and continuous improvement. The management team actively encouraged staff development and reflective practice, ensuring the service remained forward-thinking and responsive to change. This was supported by effective governance systems and a clear commitment to maintaining and improving quality.
People received safe care and support from well trained and competent staff. The provider had a proactive and positive culture of safety based on openness and honesty. Staff and the management team took appropriate actions to ensure lessons were learnt from safety events. Risks associated with people’s care were identified and managed to keep people safe. People were safeguarded from the risk of abuse. Although there had been some issues with medicines, the provider was taking appropriate action to ensure people received their medicines as prescribed. The provider employed sufficient staff and followed a robust recruitment process, which ensured suitable staff were carefully selected.
People's needs were thoroughly assessed and support was delivered in line with their preferences. The provider planned and delivered people’s care and treatment in full collaboration with them.
People and their representatives were complimentary about the service. They told us staff were caring and always very respectful. People were treated as individuals and were consistently at the centre of their care. People felt listened to and were able to exercise their choices and preferences. Care and support was delivered in a way that promoted people’s independence and enabled them to develop and maintain their confidence and essential daily living skills. Staff consistently adapted their approach to meet people’s individual needs, which promoted their wellbeing and helped people achieve outcomes that mattered to them.
Information was provided in formats to suit individual communication needs. Everyone using the service received fair and equal access to opportunities, interventions and advice. People had lots of opportunities to share their views and opinions about the service. People were happy with the support they received and felt they would be listened to if they needed to raise any concerns.
The provider’s values were embedded into the governance framework and the management team ensured these were maintained. The provider, staff and management team were highly motivated to providing a good and reliable service, which meant people consistently achieved good outcomes.
The provider and management team cared about staff’s wellbeing and their development. Staff were well supported in their role and felt valued. Staff had opportunities to develop their skills and knowledge and a comprehensive training programme was in place.
The provider and management team were visible, knowledgeable and supportive. Staff were treated equally and were free from bullying or harassment. Staff understood their roles and responsibilities and were committed to providing a positive experience for people.
People's experience of this service
People and their representatives were complimentary about the service and the support they received. They told us the care staff were very kind and caring and said they always treated them with dignity and respect, a person told us, “Absolutely, Yes!”
We received some very positive feedback about staff and a person’s representative wanted to give special praise to [staff member 1], who they said “Went above and beyond in [their] care for [Relative].” Another representative told us, “[Relative] likes a chat and the carers go beyond their chores. They are always respectful when doing the personal stuff and will explain everything as they are going along. I can highly recommend them to anybody.”
People trusted the staff and felt safe whenever they visited. A person’s representative told us, “My [relative] has someone come in twice a day. They are consistent and [relative] feels safe with them.” Another representative said, “Caremark have been with us since [relative] came home from hospital. They're very kind, caring and consistent and always arrive on time. If for some reason they are not going to come, I will get a call from [Staff] and [they] will sort it for someone to come later.”
People told us they were confident that staff were well trained and knew how to support them safely and effectively. A person’s representative told us they worked in health and social care and had a full understanding of what good care looked like. They said, “Caremark have been fantastic.”
People and their representatives knew the management team and told us the service was well run. They also told us they had no concerns about the service but knew who to contact if they did.
A person’s representative said, “In terms of care, they are very good. The communication is good and I can access their online system any time, which shows transparency.”