Enter and View: Care MK home care

The purpose of this Enter and View was to look at the domiciliary care provided by Care MK. 

Domiciliary care is support provided in a person’s own home to help them maintain independence, hygiene, and safety. Often called 'home care' or ‘visiting care’, it ranges from hourly visits to 24/7 care, covering personal tasks (bathing, dressing) and domestic tasks (cooking, cleaning).

Summary

• In total, we spoke to 8% of Care MK's client base. Residents ranged in age from mid-sixties to late eighties.
• Length of provision of care service was between 18 months - 4+ years.
• Daily care provision varied between two carers twice daily, to two carers once a day, with the majority of care provided by two carers four times a day. 

Feedback from participating service users was largely positive. People described care staff as kind, friendly, respectful and supportive, with several noting how reassuring it felt to have carers who shared their first language. This helped them feel more at ease during personal care and reduced anxiety.

Service users told us that staff generally arrived on time, communicated clearly about any delays, and stayed for the full duration of scheduled visits. They also reported that medication support was delivered safely, and staff consistently used their preferred names and introduced themselves on arrival—actions that reinforced a sense of dignity and personalised care.

What we heard:

"I feel like they really care about me - not just look after me."

"There’s a male carer who’s very speedy at bed baths, makes it easier, less embarrassing." 

"I’m in a rented place, can’t adapt anything, so couldn’t have a bath or shower even if I wanted to."
 

Our recommendations include:

• Consider ways of offering a shower or bath to clients at regular intervals, rather than always bed baths.
• Ensure that conversations around preferred time for rising and going to bed, as well as preferences around personal care, are included each time the care plan is assessed.
• Consider further gender matching for personal hygiene. This was not a specific request by your clients, but was definitely appreciated when it occurred. This consideration could make you a standout in the care sector.

Examples of best practice

Language matching for clients: this is greatly appreciated by those for whom it has been possible. It can greatly ease the discomfort and fear of strangers coming into your home at a time when you are at your most vulnerable.

The response

We would like to thank Care MK for their thorough response. They have engaged with the Enter and View process in a thoughtful, constructive way. They have also taken our recommendations on board, and are implementing improvements, including: 

• Strengthen care planning and review processes to ensure that discussions around preferred times for rising, going to bed, and personal care routines are consistently documented and revisited at each assessment.
• Review current practices to ensure that clients are offered the option of a shower or bath at regular intervals wherever it is safe and appropriate to do so. As part of this, they will revisit individual needs through Occupational Therapy (OT) assessments to ensure that appropriate equipment, risk assessments, and support are in place to facilitate this wherever possible. Care plans will also be updated to reflect individual preferences and capabilities.