Home Instead (Durham)

As our Operational Manager, I am responsible for ensuring that clients have the highest quality care and that we exceed all their expectations.

I am registered with CQC who monitor the provision of care, ensuring that standards are met. I'm very proud to work for a company that has achieved the rating of OUTSTANDING from CQC three times. This is the highest rating they can award and we are so proud to have achieved this!

I have managed a variety of care settings over the last 25 years and I always take a person-centred approach to the care we deliver.

I meet new clients and their families to discuss their needs and the type of care that they would like, we work to meet the needs of the client, and we don't expect our clients to fit in with current schedules, the client tells me when they would like their visits and for how long, I then write a care plan unique to the individual and match them with care pros to ensure a really good relationship is built.

I joined Home Instead Durham in 2019. As our Care Manager, I support our Operational Manager Helen on a daily basis and I have a varied role which includes supporting and supervising our team of staff, delivering training, meeting new clients and families to plan their care, visits to clients to monitor the quality of the care they receive and directly supporting clients to ensure we are providing the best possible quality care.

I joined the Durham team as a care pro in 2020, after working for another Home Instead office in Devon. in 2021 I was promoted to join the office support team.

As our Care Quality Lead, my role is very varied. From recruitment, meeting prospective new clients and their families and developing bespoke care plans that carefully meet their needs. I support the training of our Care Professionals and I am our designated Mental Health First Aider, a role which allows me to give extra support and signposting to any of our team who need it.

I have been with Home Instead for 11 years, I am the first point of contact people have with Home Instead, I answer the phone and greet visitors.

As an Operational Support officer, my role is to ensure that our clients get the support they need at the right time, with the right care pro. We carefully match our carers and clients so that we can provide relationship-led care and support.

I love being involved in hosting our companionship cafes and making sure people feel welcome. I have a lot of contact with our Care Professionals and I’m part of our recruitment and retention team, making sure we look after our team so they can look after our clients.

I started working at Home Instead Durham in 2019 as a Care Professional, then I was successful in 2021 in achieving a role as part of the office support team as a Care Quality Supervisor. My role is to supervise and support care pros to deliver the highest quality care. I work with new staff to ensure they are well supported and to guide them through completing their Care Certificate.

I visit clients to carry out quality monitoring as well support them with their care and carry out moving assessments as required.

I joined the team in 2023 as a Care Professional having moved 'up North' from another Home Instead Franchise. I am new to my role as Field Support Supervisor within the office support team. This role includes supporting Care Professionals to provide outstanding care, carrying out 1-1 supervision, and visiting clients to either provide care or to check that their care continues to meet their needs and they are happy with the quality of the service we provide.

I joined Home Instead as a Care Professional in 2016 and loved visiting my clients and supporting them. Then I had the opportunity to join the office team as the scheduler ensuring that our clients are matched with the right care pros so relationships can be built and that care pros have schedules that meet their availability, whilst ensuring consistency for our clients, and that every visit is always for at least 1 hour.