Home Instead (Redditch and Bromsgrove)

My role is to lead the team to maintain outstanding standards, and to ensure we are compliant with our regulating body, the Care Quality Commission. I oversee the smooth running of all aspects of the business, whether it is Care, People or Scheduling. My aim is to always be looking to the next level and how we can always improve the experiences of both our clients and Care Professionals.

I myself have been on quite the journey with Home Instead during my tenure here. I started my career as an administrator and CAREGiver, before progressing into the role of Care Coordinator from there I moved into a role on the people side of the business as a CAREGiver Support Officer, which involved improving staff engagement and from there Head of Engagement. In 2020 I moved back to the care team and took on Registration, I believe that my extensive experience throughout the business gives me an insight into the experiences of both our Care Professionals and clients alike.

Before Home Instead, I completed a music degree at Plymouth University where I focused on helping those with Dementia by using music. I did a lot of research into this and found the evidence of enhancing the quality of life outstanding. It was working with those suffering from the condition that really made me want to dive deeper into health and social care.

I believe in our values and can gladly say I am proud to work for Home Instead whether you are a Care Professionals or a client; everyone who touches our services deserves to receive the best support and care possible.

I oversee the people side of the business, ensuring that we have the infrastructure and processes in place to ensure our Care Pros feel supported and happy in their roles.

Personally, as the Head of Client Experience, my goal is to not just meet the needs of our clients and their family members but to exceed all expectations and provide a truly memorable experience. Our clients deserve the best, and I expect my team to uphold the outstanding standards that our clients have come to expect.

I oversee the care operation, leading the care team on a day-to-day basis. Ensuring that the processes that make us so different from other care companies are upheld. We match our Care Professionals carefully to each client, we will always introduce and never send a stranger. Our minimum of one-hour visits is just the start of what we offer here at Home Instead, our service is wrap-around, giving our client's family members peace of mind that they are well looked after when they can't be there.

My role is logistical planning of our care calls, I have the responsibility to ensure that our schedules are well maintained, and that continuity is always at the heart of the service that we provide.

My role is to support and engage our lovely Care Professionals through regular touchpoints to ensure they are equipped to deliver the best care possible whilst feeling supported end to end through the process. I have a keen focus on holistic care and work with the care professionals to see how we can bring this into the daily lives of the clients we support.

My role is to support the smooth running of the care operation, as well as my own Care Professional duties. My role is a bit hybrid, I work a lot out in the field, supporting my fellow Care Pros with support visits and competencies.