Why Dev swapped McDonald’s for Caremark’s franchise opportunity in Surrey Heath and Rushmoor
Before joining Caremark, Dev spent nineteen years working for a McDonald’s franchise. As an area manager, he oversaw 11 branches and led a team of more than 500 employees.
Jyoti worked as a security officer at Heathrow Airport. She had always wanted to move into a customer service role because that was the part of her work she enjoyed most.
They shared the same moral values and a strong interest in serving their community. After the COVID-19 lockdown, they began to look seriously at how they could come into franchising together in a way that combined Dev’s franchise experience and Jyoti’s passion for people. And find a franchise opportunity with real purpose!
Why franchising and why home care
Because of his senior role with McDonald’s, Dev already had a clear view of the “ins and outs” of the franchise world. He knew how a franchisor should support owners, how robust systems and procedures help new franchise owners find their feet, and the way a strong brand can help local owners grow.
Both he and Jyoti were very aware that they did not have a professional care background. If they were going to step into a regulated sector, they wanted a strong framework behind them. A franchise model felt like the safest and most sensible way to do that, and the right franchise opportunity would give them the support and structure they needed.
Home care itself appealed for both personal and practical reasons. On a practical level, Dev could see that the average age in the UK is rising, which means the size of the care market will only grow over time. On a personal level, they liked the idea of building a business that helps people stay in their own homes and communities. A home care franchise felt like the right fit.
Hearing about Caremark and narrowing the shortlist
Dev and Jyoti already knew of Caremark before they made an enquiry. A friend was an existing Caremark franchise owner and spoke positively about the support they received. They had also seen Caremark marketing materials and noticed the brand at a BFA exhibition.
Even so, they were not fully convinced until they had their first interview with Kevin Lewis, Caremark’s founder. Caremark’s passion and honesty about the business were a major influence.
When they started to look across the market, they had a few care franchisors in mind. After doing their research, they narrowed the shortlist down to two companies in the sector: Kare Plus and Caremark.
That was when values and ethos became the deciding factor.
It was Kevin’s passion, along with conversations with friends who were already Caremark franchise owners, that drew them towards Caremark. They knew that they would get the support they needed in their early days as new business owners, and that this franchise opportunity would be a strong one to build on.
“We felt we could trust Caremark”
Seeing that the Caremark model works
By the time Dev and Jyoti formally joined, Dev already knew there was a reason Caremark had grown to more than 100 offices across the UK. There was a track record there. Even so, he was not shy about sharing his views.
“Your success is guaranteed; it would be just a matter of time, whether sooner or later”
He remembers his very first meeting with Caremark board members. Based on his own business research, he put forward strong opinions about areas where he felt Caremark could improve. His suggestions were listened to. Today, he can see many of them in practice.
That openness helped build his trust.
In the early days, he also saw how helpful it was to have a proven model to follow. Rather than guessing what might work, there was a clear, successful blueprint, and hands-on support
“With the support of RSM and QM’s day-to-day concerns become easy to tackle.”
In Dev’s view, if he had tried to open an independent care business without that structure, assuming a manager would “just know what to do”, CQC would soon have come knocking for the wrong reasons. Caremark’s tools, training and advice helped him avoid that outcome, and helped them build a home care franchise with confidence.
Building Surrey Heath and Rushmoor
Dev and Jyoti’s first Caremark business is in Surrey Heath and Rushmoor. From the start, they were clear that they wanted to be known for professional, person-centred care and support, not just as another provider on a list.
Today, their market mix is around 60% local authority and 40% private customers. That balance suits their area and gives them both stability and room to grow. Their team now includes 27 carers out in the field, a registered manager, a field care supervisor, a care coordinator and Dev and Jyoti as two full-time managing directors.
They describe their area as a mix of urban and rural communities, which brings its own challenges around travel and recruitment. Their approach has been to build visibility locally, create the right culture for staff and form partnerships that support the business and the wider community.Treating it as a long-term franchise opportunity, not a quick win.
Preparing for a third territory
As their first territory grew, Dev always had an eye on the next step.
“Seeing the successful growth of my existing territory, I always wanted to grow and increase my business revenue.”
He wanted to continue to increase business revenue and reach more customers. The single biggest reason he felt confident to expand was simple: he had proof that the existing model works, and, with his own experience, he is now more confident about what to expect.
He has chosen to repeat some of the habits that worked well in his first territory, especially the way he engages with the community to draw in private customers. At the same time, he is determined to stick closely to the franchising model and follow the playbook that has already brought success. Treating it as a long-term franchise opportunity, not a quick win.
At the time of writing, their purchase of the Guildford resale has gone through. CQC registration for the new territory, Hart & East Hants, is still in progress, so the focus is on laying foundations. His top three priorities during registration are:
- Building a strong local presence
- Recruiting with the right culture in mind
- Forming partnerships in the area
He also uses the owner network regularly for ideas and moral support, talking to peers when he is stuck or needs a boost.
“I would repeat the same sort of community engagement to draw the private market, which I followed in my first territory. “
How training and support made a difference
Before opening, Dev and Jyoti knew that recruitment and retention would be one of their biggest challenges. Training at the Franchise Support Centre and conversations with other owners helped them prepare for that.
They invested time in learning about sponsorship and different recruitment routes so they could create a plan to deal with staffing challenges head on and create stability. They also focused on driving a positive culture in the business from early on.
Dev is quick to credit Caremark for the support he has had.
“I cannot thank Team Caremark enough for the support that I have received during my early days to overcome this challenge. Not only that, but we also have day-to-day challenges such as people planner, ACP, form, etc, toward which we have fantastic support from FSC. I cannot fault a single thing.”
He also praises support from fellow franchise owners, not just the central team.
“We are always talking to our peers when we are stuck or need some moral boosting. They always share their best bits, which always helps.”
Proudest moments so far
Running their first business together has not always been easy. Both Dev and Jyoti have had to learn new skills and manage the ups and downs that come with any growing company.
They are quick to say that they could not have done it without a great team and the support of their wider family.
One of Dev’s proudest points so far has been receiving two consecutive national awards with Caremark:
- Rising Star Award of the Year 2023
- Small Franchisee of the Year 2024
He is hoping to make it a hat trick at the next conference.
For him, the awards are not just personal milestones. They are a sign that his team’s hard work is being recognised and that the business is on the right track.
What good looks like next
Looking ahead to the next twelve months, Dev has a clear growth target. As a business, they are aiming to achieve 22% year-on-year growth, with a particular focus on expanding their private customer base.
Alongside the numbers, he has a strong picture of what he wants the Caremark name to mean locally.
He wants Caremark Surrey Heath and Rushmoor, and his new territory once registered, to be known as the “care provider of choice” in their areas. That means delivering consistently high-quality, compassionate care at all times, as well as following the right strategies, not just quick wins
“Our reputation will be built on trust, visibility and strong community relationships.”
Dev’s advice for new Caremark franchise owners
Dev is very clear about where responsibility sits.
“The failure and success of the business lie with the franchise owner. There is enough support, and the right model for the business is available.”
His advice to new owners is:
- Be persistent. If you keep going, nothing can stop you being successful.
- Use the support on offer. Do not try to reinvent everything alone.
- Accept that there will be challenges. The key is how you respond to them.
- Remember that there is enough support and the right model. It is up to you to make the most of it.
As he often says, if he and Jyoti, with no previous care background, have been able to build a successful Caremark business and expand to a second territory, then with the right mindset and effort, others can too.
“If you are persistent, then nothing can stop you from being successful. If I were able to do it, then anyone can do it.”