Saturday, 9 September 2017

Caremark Thanet: Our Ethos, Our Values, Our Vision, Your Care, Your Choice

My name is Garry Costain and I’m the managing director of Caremark Thanet, a domiciliary care provider serving the residents of Thanet. The company was set up by my wife, Jayne, and me in 2012. We were registered with the Care Quality Commission in November 2012 and we delivered care to our first customer in December 2012.

Our Ethos
Right from the start we had a very clear ethos. This has never changed; it never will change; it is very simple. We believe that our customers are the most important people for our business; that our care and support workers are the most important people in our business; that a socially responsible business is most important for everyone. We are part of the service sector. We provide an essential service often to some of the most vulnerable people in our society. We will never compromise on the quality of the care that we provide and this is reflected in our values.

Our Values
If you're looking for home care for yourself or for another; you have a choice. We’d like you to choose in our favour. But, why should you? We’d like you to become our customer, remain our customer and recommend us to others. Why should you?  Those people to whom you recommend us; we’d like them, in turn, to become our customers. But, why should they?

If we cannot meet your needs and exceed your expectations; there is very little incentive for you to become one of our customers. We know you have a choice. Therefore, we aim to provide a service of the highest quality. And everything starts with our values.

1.      Our duty is to do all we can to provide an outstanding service to you. Providing a service to you is not an inconvenience. It is the reason that we exist. If people did not want our services, Caremark Thanet would not be needed. You pay to receive a service. Providing that service is not an inconvenience, it is a privilege, it is our duty, it is a privileged duty.

2.      Our duty is to provide a service that meets your needs. If we are unable to do this we should explain this to you. The service we provide to you should respond to your changing needs.

3.     Our duty is to uphold your dignity, support your independence and promote your safety. However, we recognize that it is not for us to attempt to eliminate risk from your life. On the contrary, we recognize that there is dignity in risk. We believe that the independence to determine the course of our lives is something we should cherish for ourselves and promote for others. Maintaining independence may involve taking risks. Taking risks promotes dignity, enriches lives and empowers the risk taker. To deny this opportunity to our customers would be to disregard our duty.

4.      Our duty is to provide help not to take over. Where possible, we should do all we can to ensure that you are an active participant in your care not a passive recipient. 

      Our duty is to do all we can to help you to remain as independent as possible and to remain living in your home for as long as possible. For many of us, the thought of having to leave our homes is unbearable. Our homes are part of us; and we are part of our homes. They often reflect our identities and the identities of other significant people in our lives. They are our tranquil sanctuaries from the disorder and confusion of a turbulent world. Our homes hold our dearest memories and are where we are most comfortable. Helping you remain in your home is, perhaps, the single most important thing we do.

      Caremark Thanet is a socially responsible local business. Where possible we buy our supplies from other local businesses. Local businesses supporting local businesses is good for the local economy and local people.

Our Vision
Our vision is ambitious: To be Thanet’s first choice private domiciliary care provider for customers and carers.

Your Care, Your Choice
Few of us even want to think about having domiciliary care; for many of us, however, it is something we must do. When we provide your care, our relationship is one based on more than a mere exchange. It is one based on trust. Your trust is one of the most precious things you can grant. Your grant is contingent; not constant. We hold it with confidence never conceit. We know you have a choice.

Garry Costain is the Managing Director of Caremark Thanet, a domiciliary care provider with offices in Margate, Kent. Caremark Thanet provides home care services throughout the Isle of Thanet. Garry can be contacted on 01843 235910 or email You can also visit Caremark Thanet's website at

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