# Care Outlook (West Wickham)

*Operated by Care Outlook Ltd.*

Care Outlook (West Wickham) is a CQC-regulated home-care agency in West Wickham.

## CQC Ratings

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

Rating published: 19/03/2026

## Practical info

- Postcode: BR4 0LZ
- Registered manager: Clarke, Elaine
- Local authority: Bromley
- Region: London
- City: West Wickham
- Last CQC check: 19/Mar/2026 - 00:00

## Inspection findings

### Other

- Finding
  - Evidence: Out-of-hours on-call management support system in place for staff.
  - Published: 2022-06-30
- Finding
  - Evidence: Service worked in partnership with key organisations including local authority, GPs, and District Nurses.
  - Published: 2022-06-30
- Finding
  - Evidence: Effective infection control measures including regular COVID-19 testing, PPE supplies, and staff training.
  - Published: 2022-06-30
- Finding
  - Evidence: Appropriate adult safeguarding procedures in place; staff trained in safeguarding and able to identify types of abuse.
  - Published: 2022-06-30
- Finding
  - Evidence: Robust recruitment process with appropriate pre-employment checks including references, identity verification, and DBS checks.
  - Published: 2022-06-30
- **communication_with_families** _(minor)_
  - Evidence: People told us that communication with management could be better. One person said, "They [management] don't always get back to me."
  - Published: 2022-06-30
- **incident_learning** _(moderate)_
  - Evidence: Accidents and incidents were recorded, however the provider failed to carry out any analysis and disseminate any learning to staff on how to minimise these in the future.
  - Published: 2022-06-30
- **record_keeping** _(moderate)_
  - Evidence: Records were not completed fully and accurately. The lack of risk assessments and risk management plans did not demonstrate the provider always understood how to assess and manage risks.
  - Published: 2022-06-30
- **governance** _(critical)_
  - Evidence: The provider's governance of the service was not effective or robust. There was a lack of oversight, leadership and governance at the service.
  - Published: 2022-06-30
- **missed_or_late_visits** _(critical)_
  - Evidence: One person said, "Some come when they feel like. They don't think of me. One should have come at 10.30am but came at 2.45pm."
  - Published: 2022-06-30
- **staff_competency** _(critical)_
  - Evidence: The provider did not have a regular formal process to assess whether staff were competent to administer and manage people's medicines safely.
  - Published: 2022-06-30
- **medication_management** _(critical)_
  - Evidence: Medicine risk assessments and risk management plans were not always in place. For example, there were no risks identified or guidance in place for staff as to what they should do if people refused their medicines.
  - Published: 2022-06-30
- **care_planning** _(critical)_
  - Evidence: Risks to people in relation to diabetes, falls and choking were not always identified and there were no risk assessments or guidance for staff on what to do to minimise these risks.
  - Published: 2022-06-30

### responsive

- Finding
  - Complaints handling
  - Published: 2021-01-28
- Finding
  - Timeliness of visits
  - Published: 2021-01-28
- Finding
  - Care planning and individual needs
  - Published: 2021-01-28

### safe

- Finding
  - Preventing and controlling infection
  - Published: 2022-06-30
- Finding
  - Systems and processes to safeguard people from the risk of abuse
  - Published: 2022-06-30
- Finding
  - Learning lessons when things go wrong
  - Published: 2022-06-30
- Finding
  - Staffing and recruitment
  - Published: 2022-06-30
- Finding
  - Using medicines safely
  - Published: 2022-06-30
- Finding
  - Assessing risk, safety monitoring and management
  - Published: 2022-06-30

### well_led

- Finding
  - Working in partnership with others
  - Published: 2022-06-30
- Finding
  - Engaging and involving people using the service, the public and staff
  - Published: 2022-06-30
- Finding
  - Managers and staff are clear about their roles and understand quality performance, risks and regulatory requirements
  - Published: 2022-06-30
- Finding
  - Continuous learning and improving care
  - Published: 2022-06-30
- Finding
  - CQC notifications
  - Published: 2021-01-28
- Finding
  - Staff support and leadership culture
  - Published: 2021-01-28
- Finding
  - Record keeping and governance
  - Published: 2021-01-28
- Finding
  - Quality monitoring systems
  - Published: 2021-01-28

## 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/1-745039062

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