# Caremark Tunbridge Wells, Tonbridge and Malling

*Operated by Sorg Limited.*

Caremark Tunbridge Wells, Tonbridge and Malling is a CQC-regulated home-care agency in Tunbridge Wells.

## CQC Ratings

| Key question | Rating |
| --- | --- |
| Overall | Good |
| Safe | Good |
| Effective | Good |
| Caring | Good |
| Responsive | Good |
| Well-led | Requires improvement |

Rating published: 31/01/2025

## Practical info

- Postcode: TN2 3DH
- Local authority: Kent
- Region: South East
- City: Tunbridge Wells
- Last CQC check: 31/Jan/2025 - 00:00

## Inspection findings

### caring

- Finding
  - End-of-life care and support
  - Published: 2021-10-30
- Finding
  - Promoting independence
  - Published: 2021-10-30
- Finding
  - Involvement in decisions about care
  - Published: 2021-10-30
- Finding
  - Kindness, compassion and dignity
  - Published: 2021-10-30

### effective

- Finding
  - Access to healthcare professionals
  - Published: 2021-10-30
- Finding
  - Nutrition and hydration
  - Published: 2021-10-30
- Finding
  - Mental Capacity Act and consent
  - Published: 2021-10-30
- Finding
  - Staff training, induction and competency
  - Published: 2021-10-30

### Other

- Finding
  - Evidence: Infection control practices were robust with plentiful PPE supply and staff trained in correct procedures.
  - Published: 2023-11-22
- Finding
  - Evidence: Positive working relationships established with external health and social care professionals.
  - Published: 2023-11-22
- Finding
  - Evidence: New manager quickly identified governance gaps and had begun implementing improved systems and processes.
  - Published: 2023-11-22
- Finding
  - Evidence: People were supported to maintain independence and involved in decisions about their own care.
  - Published: 2023-11-22
- Finding
  - Evidence: Staff treated people with kindness, dignity and respect, with cultural, faith and dietary needs recorded and honoured in care plans.
  - Published: 2023-11-22
- Finding
  - Evidence: Sufficient staffing levels with good geographical coverage and contingency arrangements for late or missed calls.
  - Published: 2023-11-22
- Finding
  - Evidence: Medicines were managed safely with trained staff, electronic MAR charts, and regular spot-check supervisions.
  - Published: 2023-11-22
- Finding
  - Evidence: People felt safe and staff demonstrated clear understanding of safeguarding procedures and escalation processes.
  - Published: 2023-11-22
- **communication_with_families** _(minor)_
  - Evidence: There was no formal way for people or their relatives to provide feedback apart from verbally to managers and staff.
  - Published: 2023-11-22
- **governance** _(moderate)_
  - Evidence: a broader process of auditing was needed to ensure managers had complete oversight of the service
  - Published: 2023-11-22
- **governance** _(moderate)_
  - Evidence: some assessments that had not been recorded as having been reviewed for over 12 months
  - Published: 2023-11-22
- **incident_learning** _(moderate)_
  - Evidence: several reports had no management actions or recommendations recorded
  - Published: 2023-11-22

### responsive

- Finding
  - Complaints handling
  - Published: 2021-10-30
- Finding
  - Flexibility and responsiveness to changing needs
  - Published: 2021-10-30
- Finding
  - Person-centred care planning
  - Published: 2021-10-30

### safe

- Finding
  - Medicines management
  - Published: 2021-10-30
- Finding
  - Staffing levels and safe recruitment
  - Published: 2021-10-30
- Finding
  - Risk assessment and management
  - Published: 2021-10-30

### well_led

- Finding
  - Partnership working with external organisations
  - Published: 2021-10-30
- Finding
  - Staff engagement and culture
  - Published: 2021-10-30
- Finding
  - Quality assurance and governance
  - Published: 2021-10-30
- Finding
  - Leadership vision and values
  - Published: 2021-10-30

## Source

Data published by the [Care Quality Commission](https://www.cqc.org.uk/) under the Open Government Licence v3.0. Canonical page: https://homecarecompass.co.uk/agency/1-2788660282

HomeCare Compass is an independent guide and is not affiliated with the CQC.