Care Outlook (West Wickham)
Home care, Bromley
Requires improvement
Rated on
Rating from the Care Quality Commission.
Care Outlook (West Wickham): inspection record
Rated Requires improvement in March 2026.
| 2015 | 2016 | 2017 | 2018 | 2019 | 2020 | 2021 | 2022 | 2023 | 2024 | 2025 | 2026 | |
|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Overall | ||||||||||||
| Safe | ||||||||||||
| Effective | ||||||||||||
| Caring | ||||||||||||
| Responsive | ||||||||||||
| Well-led |
Ratings published by the Care Quality Commission.
Inspected and rated 7 times since 2015. Rated Requires improvement in 2015 and 2016, then Good in 2016 and 2019, then Requires improvement in 2022 and March 2026.
The latest rating was published 7 months ago.
How it compares locally
- One of 6 Requires improvement home care services in Bromley, out of 50 with a rating.
What inspectors found
From the Care Quality Commission's assessment published 19 March 2026 (assessment visit 9 January 2025). Quoted under the Open Government Licence.
Care Outlook (West Wickham) is a domiciliary care agency. It is registered to provide personal care to adults and older people living in their own homes, including people with a physical disability, learning disability and dementia. Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating.
The manager of the service was going through the registration process and became registered manager during the inspection process. A registered manager is a person who has registered with the CQC to manage the service. This means that they and the provider are legally responsible for how the service operates. As the manager was undergoing the registration process during the course of our inspection, they are referred to as ‘manager’ throughout the body of the report.
Read the full summary
At the time of the inspection there were 213 people receiving personal care. 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 that most people take for granted. We found the provider was not meeting the principles of Right support, right care, right culture.
Date of inspection: 19 June 2025 to 25 September 2025. This was an announced inspection. we looked at all the quality statements.
At the last inspection in April 2022, the service was rated Requires Improvement. We found 3 breaches of the legal regulations in relation to safe care and treatment, staffing and governance.
We undertook this inspection to check the provider had followed the action plan they completed after the previous inspection. Following this comprehensive inspection the overall rating for the service is now requires improvement.
We found the provider remained in breach of the previous 3 legal regulations of safe care and treatment, staffing and good governance. In addition, we found 1 new breach in relation to need for consent.
We spoke to 39 people who used the service, 20 relatives, 10 care staff members, the registered manager, (became registered during the inspection process) regional manager, quality manager, medicines auditor, and care coordinator. We reviewed 14 people’s care records. We looked at 6 staff files in relation to recruitment and supervision. We also looked at policies and procedures and records related to the management of the service.
At this inspection we found risks were not always identified and mitigated. Safe medicine practices were not always promoted; staff were not always punctual.The service did not always within the principles of the Mental Capacity Act 2005 (MCA). Management governance and oversight and the provider’s quality assurance processes were not always effective. This was because they had failed to identify the concerns we found at this inspection.
People were safeguarded from potential abuse, people's independence was promoted, infection control was effectively managed, and staff were kind and caring.
We have asked the provider for an action plan in response to the concerns found at this assessment.
-
Safe
No rating
Safe – this means we looked for evidence that people were protected from abuse and avoidable harm. At our last inspection we rated this key question requires improvement. At this inspection the rating has changed to requires improvement. This meant people were not safe and were at risk of avoidable harm.
We found the provider to be in breach of 2 legal regulations relating to safe care and treatment and safe and effective staffing.
-
Effective
No rating
Effective – this means we looked for evidence that people’s care, treatment, and support achieved good outcomes and promoted a good quality of life, based on best available evidence.
At our last inspection we rated this key question good. At this inspection the rating has changed to requires improvement. This meant the effectiveness of people’s care, treatment and support did not always achieve good outcomes or was inconsistent.
We found the provider to be in breach of 1 legal regulation relating to Consent.
-
Caring
Good
Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity, and respect. At the last inspection the rating for this key question was good. At this inspection the rating has changed to requires improvement. This meant staff were not always caring and people were not always treated with compassion and dignity.
-
Responsive
No rating
Responsive – this means we looked for evidence that the provider met people’s needs.
At the last inspection the rating for this key question was Good. At this inspection the rating has changed to requires improvement. This meant people’s needs were not always met through good organisation and delivery.
We found the provider to be in breach of 1 legal regulation relating to Person-Centred care.
-
Well-led
No rating
Well-led – this means we looked for evidence that service leadership, management and governance assured high-quality, person-centred care; supported learning and innovation; and promoted an open, fair culture. At our last inspection we rated this key question requires improvement. At this inspection the rating has changed to requires improvement. This meant people were not safe and were at risk of avoidable harm.
We found the provider to be in breach of 1 legal regulation relating to good governance.
Questions to ask the service
- Safe was rated Requires improvement on 19 March 2026. Ask how medicines are managed, how staffing levels are decided and how incidents are reviewed.
- Effective was rated Requires improvement on 19 March 2026. Ask about staff training and how health appointments are arranged.
- Responsive was rated Requires improvement on 19 March 2026. Ask to see how care plans are kept up to date, how complaints are handled.
- Well-led was rated Requires improvement on 19 March 2026. Ask about changes in management and what has changed since the report.
Contact and registration details
| Address | 128 High Street, West Wickham, BR4 0LZ |
|---|---|
| Phone | 020 8777 3840 |
| Registered manager | Elaine Clarke |
| Registered with the CQC since | |
| What it provides |
|
| Who it supports |
|
| Inspection reports | 6 inspection reports, latest 24 May 2022 (opens the Care Quality Commission website) Latest assessment published 19 March 2026; CQC's newer assessments are published on its website rather than as reports. |
Inspection report
Read the full inspection report (opens the Care Quality Commission website)The rating is the Care Quality Commission's. We show it as published and do not change it.
Who runs it
| Provider | Care Outlook LtdBrand: Care Outlook |
|---|---|
| Ownership type | Organisation |
| Companies House number | 05302971 (opens Companies House) |
Care Outlook Ltd runs 7 services in London. 3 are rated Good or Outstanding, 2 are rated Requires improvement or Inadequate and 2 have no rating yet.
Other services run by Care Outlook Ltd
- G Care Outlook (Battersea) Home care, WandsworthGood
- G Care Outlook (Hackney) Home care, HackneyGood
- G Care Outlook (Twickenham)) Home care, Richmond upon ThamesGood
- RI Care Outlook (Forest Hill) Home care, LewishamRequires improvement
- – Care Outlook (Greenwich) Home care, GreenwichNot yet rated
- – Care Outlook (Hillingdon) Home care, HillingdonNot yet rated
Nearest alternatives
- O Home Instead - Bromley, Chislehurst & Orpington Home care, 1.1 miles awayOutstanding
- – Voug Care Home care, 1.2 miles awayNot yet rated
- G Almond Care Providers Ltd Home care, 1.3 miles awayGood
- – Support Point Healthcare Services Home care, 1.5 miles awayNot yet rated
- – Parisse Care Consulting Limited - Croydon Home care, 1.8 miles awayNot yet rated
Getting help from London Borough of Bromley
The council can assess what care someone needs and tell them what help with the cost they may get.
- Adult social care at London Borough of Bromley
- Ask for a care needs assessment
- Phone: 020 8461 7777. Email adultsocialcare@bromley.gov.uk
- Contact adult social care online
- Support for carers
- Care home fee rates published by the council
Checked on the council's website, November 2026.
Common questions
- Does Care Outlook (West Wickham) provide nursing care?
- The Care Quality Commission's register does not list nursing care for Care Outlook (West Wickham).
- When was Care Outlook (West Wickham) last inspected?
- The Care Quality Commission's latest rating for Care Outlook (West Wickham) was published on 19 March 2026.
- Who runs Care Outlook (West Wickham)?
- Care Outlook (West Wickham) is run by Care Outlook Ltd. It runs 7 services in London.
- What is Care Outlook (West Wickham)'s CQC rating?
- Its overall rating from the Care Quality Commission is Requires improvement, published on 19 March 2026.