- Homecare service
Caremark Cheltenham and Tewkesbury
Assessment report published 10 April 2026
Contents
Ratings
Our view of the service
Date of Assessment: 21 January 2026 to 13 February 2026. Caremark Cheltenham and Tewkesbury is a homecare agency supporting people living in their own homes. Not everyone using the service received a regulated activity. CQC only inspects the service being received by people provided with ‘personal care’; for example help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided.
We carried out an onsite and offsite responsive assessment due to concerns about the level of care provided at the start of new complex care packages, employment tribunal recommendations, medication errors and reporting. We found no fault with the provider who had investigated and made appropriate changes. We reviewed all 5 key questions of safe, effective, caring, responsive and well led and all 33 quality statements. At the time of our assessment, 106 people were receiving personal care from this service.
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 which most people take for granted.
People received safe care, and staff understood their needs and preferences well. Care plans were thorough and gave staff guidance to support people safely. The service was well led. Leaders were proactive in ensuring people received a quality service which met their individual needs. Feedback from professionals who worked along-side the service was positive and staff were complimentary about the service and the support they received from the management team.
People's experience of this service
An expert by experience supported this assessment by gaining feedback from people who use the service. An expert by experience is someone who has experience of this type of service. We spoke with 4 people and 10 relatives who commented on the care people received.
Overall, people and their relatives were very satisfied with the care and support they received from staff. The service was very flexible and would make changes and respond quickly to requests. Every person involved in the feedback would, without hesitation recommend the service to other people.
People and relatives told us they felt safe. People said they had a consistent team of staff; the care was person centred and staff were kind and caring. As staff regularly visited the same people there was rapport, trust and understanding. People said staff were very well trained and competent.
People and their relatives said they were fully involved in their care and there was good communication from the staff team and between the service and other health and social care professionals. The feedback indicated that any questions or necessity to call the office was a positive experience, calls were answered quickly with regular ‘how are you’ calls.
Comments included, “Wonderful to get regular staff visits for both parents it makes a difference”, “Staff are confident and I feel safe”, “Very thankful for exceptional care”, “Total respect for the carers and all the staff”, “Good company that cares for staff and their clients” and “Lovely, lovely carers who are now friends.”