Enter and view: Care MK Homecare

Healthwatch Milton Keynes undertook an enter and view visit to Care MK on 26 October and 17 November 2025.  They spoke to 5 people.

healthwatch met with Care MK’s management team for a 45-minute online discussion to agree the scope of the Enter and View activity, the information required from the service, and the expected timeline. The provider was consistently responsive, cooperative and constructive throughout the process, supplying contact details for service users within the agreed timeframe. 

Care MK was first registered with the Care Quality Commission in November 2020 and received a ‘Good’ rating at its last inspection in 2022, setting a helpful context for this visit. Of the 15 service users whose details were shared with Healthwatch, five chose to take part—representing 8% of the overall service-user base. Although the response rate was lower than hoped, the feedback gathered offered valuable insight into the day-to-day experience of people receiving care from the service. 

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. 

While the overall picture was reassuring, service users did identify a few areas where improvements could enhance their experience. The lack of access to showers or baths was a recurring theme, with some service users unsure whether this was even a possibility. Changes to staffing patterns had also been noticed, though most still felt they knew the team well. Conversations suggested that service users valued continuity, cultural and language matching, and care delivered in a way that respects their individual needs and preferences. These reflections highlight strengths in the provider’s approach, while also pointing to practical opportunities to develop the service further.