Celebrating Our Carers: Stories of Compassion, Dedication, and Exceptional Care

Please Note: These stories have been shared by members of Care England and have not been produced or edited by the Care England team. The views and experiences expressed are those of the individuals and do not necessarily reflect the official stance of Care England. They are shared to provide insight into the diverse perspectives within the social care community

Elizabeth Jones – Care Assistant, Ashridge Court Care Centre

Liz joined Ashridge Court Care Centre as a care assistant in 2021, deeply impressing colleagues and residents as someone with high standards, a cool head and a true passion for care.

Before coming to Ashridge Liz had spent the previous 25 years working her way up from supermarket cashier to manager of a flagship, £2 million-per-week Sainsbury’s store, in charge of nearly 600 colleagues and managers. When her husband’s multiple sclerosis progressed to the point where he needed full-time care, Liz left her job to look after him. With support from CQC and some specialist training at home, she cared for him single-handedly for seven years.

After he died Liz took some time out, then found work as a care assistant at nearby Ashridge. She is now the home’s moving and assisting coach and quality lead, and intends to train as an Assistant Practitioner.

“She’s a great advocate for residents and totally clear about what she needs for them,” says home manager Julie Wills. “Basically, Liz cares for everyone – residents and staff alike. She obviously has a strong vocation.”

Liz, who received a ‘highly commended’ in the Rising Star category at the 2023 Women Achieving Greatness in Social Care Awards, believes that caring requires particular attributes. “Anyone can sell fruit and veg but not everyone can do what we do. You must be kind and compassionate, putting that person first. Above all, you should love what you do. Care is never just a job.”

 

Alexandra-Elena Flori – Nurse, Tunbridge Wells Care Centre

Former care team leader Alex is also a qualified nurse, gaining extensive experience in agency nursing before coming to Tunbridge Wells Care Centre.

She’s a natural, motivational leader who commands authority and respect without making overt efforts to do so. She has a strong work ethic and desire to do her best, inspiring this in others, too. Under her watch, rooms are cleaned extra thoroughly and residents given the best possible care.

Alex knows her residents well. Her calm bedside manner and clear communication inspire confidence, putting residents and their families at ease. They trust her implicitly. “She’s an exceptional nurse,” said one relative. Another described her as “a true professional who is proactive and dedicated”

She also knows instinctively when a resident is reaching end of life, expertly and compassionately supporting them and their family at this sensitive time. To keep her end-of-life knowledge current, she picks up regular shifts at the local hospice, sharing knowledge and techniques with her colleagues at the home.

Colleagues appreciate her patience and willingness to help if they struggle with techniques or lack of confidence. She encourages her senior carer/med techs to take more responsibility by giving them opportunities to administer medication to residents and lead the shift.

“Alex gets others on board with her vision, which is to provide great care. She is a superb example and inspires others to do better. She really does make a difference,” says home manager Donna Barks.

 

Marion Rugless-Reid – Domestic Assistant, Inglewood Nursing Home 

Marion, affectionately known as Maz, has been a domestic assistant at Inglewood Nursing Home since 1999. Respected for her efficiency, humour and compassion, she’s a huge personality who is widely seen as the wind beneath Inglewood’s wings!

Within the housekeeping team Maz deals mainly with laundry and, thanks to her long service, she is incredibly experienced. In any care home laundry goes missing, but there are never any complaints at Inglewood. Even if things are temporarily misplaced, Maz finds and identifies them immediately.

“I don’t know how she does it, given the huge number of items that pass through the laundry,” says home manager Rani Raju.

One of Maz’s great strengths is her flexibility and willingness to help colleagues. She goes wherever needed, helping housekeeping colleagues with cleaning if they are busy or to cover staff sickness/ holidays. Having been trained in moving and assistance, she uses the hoist and other equipment to help the carers. She also supports colleagues by delivering residents’ breakfast trays, tidying the kitchen and receiving deliveries. She loves to greet and provide refreshments for visitors, too.

Maz builds close relationships with residents’ families, and they all ask about her when they visit.

Possessing oodles of confidence, Maz is often a spokesperson for others. She speaks her mind to anyone, including the chief executive, who welcomes her frankness and appreciates her sense of humour.

“She is forever making residents, families and colleagues laugh with her jokes and amusing comments,” says Rani.

 

The Northam Care Trust

Some stories on how we support our clients to live their best lives.

We have 1 young gentleman who due to his needs and the bed he needs has not been able to go on a holiday like all his friends that he lives with. Staff with the support of OT’s researched different beds that could be suitable. This took many months testing different travel beds until we eventually found the most suitable for him. He went on his 1^st holiday ever to Cornwall enjoying the sights and sounds. From jacuzziing and going out on a boat to visiting places of interest.

The smile of this young mans face says it all.

Carers have arranged and supported family birthday visits, making sure clients get to spend special birthdays with all there family as you can see from the photo of this young lady with all her family

Spa days

On 1^st August for Elizabeth’s Birthday, Elizabeth, Anne Marie, and Ellie went to Saunton Sands.

It was a very hot day, blue sky so perfect weather for a trip with views looking across the bay. Lizzie and Anne Marie both had relaxation treatment head massages. The staff at Saunton sands were kind and thoughtful, it clear being our clients having a positive experience was important to them.

After the treatment they went and sat out on the balcony and had a drink overlooking the beach, beautiful blue sky.

Afterward they went and had a meal inside (it was getting very warm outside). The food was lovely, again the staff at Saunton sands made the difference with nothing being too much trouble.

It Appeared Lizzie, Anne Marie and Ellie enjoyed the experience

Carers here at the Northam Care Trust make sure that the clients are supported to be involved with events going on whether its Wimbledon, snowing in or outside, gardening seeing the enjoyment of the clients getting stuck in to the soil. Water play, out on the train, animals and egg hatching, enjoying the fluffy chicks from afar or up close and personal on your shoulder. Our aim is our clients do live their best lives which can be seen from just a few of the photo’s I have attached.

 

Manjit Sangha (Jill) – HCA Marula Lodge

My name is Jill, I’ve been a carer for 15 years, I’ve worked in several care homes. This job is my passion, I’ve remained an HCA because I want to be hands-on with the residents and Marula is the best place. Thank you to, Dara and Cornerstone, for opening the home, where would our residents go if it was not for this service.

I feel lucky and blessed to work here, it’s been the best experience I’ve had in my 15 years of working as a carer. Residents give us a hug when we talk to them – chatting connects them, and families always say it’s a friendly, homely place, where they are welcome to visit at any time. What I like about Marula is that we don’t isolate our residents – we give them respect and choices. We care for everyone, from the residents and their families, to the staff. We work from the heart and that gives me great satisfaction.

One day the carers were giving one of our residents who has Huntingdon’s a manicure and foot massage. A lady from social services came who knows him well and she was wiping away her tears when I saw her. I asked if she was alright and she told me that she’s never seen carers so compassionate and how well he was responding to what they were doing which was a first. She was so touched – it’s amazing.

We have a very good team here and training opportunities and that’s what gives us the tools to do our jobs so well. We received specialist Huntington’s training; the trainer was professional and very good. The way she explained things and showed us how to make our residents feel equal, and how to tackle any situation – we got to understand more about their feelings.

We never complain or say no to our residents, family members go the extra mile for us because we go the extra mile for them.

 

Divyeshkumar Prajapati – HCA Marula Lodge

I’ve seen how BW`s family appreciate Divyesh. BW doesn’t speak much to his family but he communicates well with Divyesh. Divyesh once said “I’m just like your grandson, can I call you granddad?” BWs family were listening and had tears of joy and said “Oh my god – he’s talking and they understand each other, they speak the same language”. They commented how passionate he was and how they way he is with BW has made such a significant difference to him living in Marula. BW hadn’t communicated with his family for a while but Divyesh had him talking and have this connection. Before Divyesh went off to get married, the whole family came in to give their blessing and even brought cake!

 

Adam Marsden – Support Worker / Trainer, Worksop

Adam was nominated by Katie Pridmore, Area Manager who commented, “| recently attended a training session led by Adam, where he demonstrated exceptional professionalism throughout. It was my first time being trained by Adam and he made a remarkable impression as a positive role model for Eden. Adam skilfully balanced sharing his personal and professional experiences, without making the session about himself. This approach allowed him to connect with the participants while effectively teaching and informing them. His deep knowledge of the subject matter, combined with his sensitivity and thoughtful delivery, made the training both impactful and engaging. Moreover, Adam created a supportive environment where staff felt comfortable sharing their own experiences and thoughts. He ensured that the training remained focused, making sure all critical information was communicated clearly and understood by everyone. Adam’s ability to manage this balance highlights his strengths as a trainer and as a valuable member of the Eden team.”

 

Lydia Wallace – Support Worker, Warrington

Lydia was nominated by James Hargreaves (Service Manager).

James tells us that Lydia has engaged with those we support to create videos, “Now and Next’ cards, and personalised mood cards, really focusing on what each person needs. These have been helpful for both those we support and staff to ensure the best outcomes.

Lydia has also been a huge support for new staff. She breaks down daily routines and gives detailed guidance to help newcomers have a greater understanding of the transition so much smoother for everyone, while also enhancing the quality of care and support the team provides.

James says, “Lydia continually strives for the best outcomes, ensuring that those in her care remain active, engaged, and involved”

 

Bernadette Guerin – Support Worker, Coventry

Bernadette was nominated by Vera Wesley (Service Manager) for always putting the needs of the people we support first, with her bravery, care and compassion.

Recently, Bernadette worked hard to ensure that extra support and preparation was in place so that an individual we support could go on their first holiday since being with Eden. The individual required additional support to be taken into consideration when planning the holiday, which Bernadette carefully did, with research and risk assessing beforehand. The holiday and Support provided were successfully geared towards the specific needs and wishes of the individual and they had a great holiday!

‘Our Experts chose Bernadette as their pick for her person-centred approach, and demonstrating our values – showing caring & compassion, professionalism, being brave, positive & responsive.

 

The Huthwaite Team

The team received a nomination from Jane Best, Community Care Officer – Living Well Gedling Community Team.

In this, Jane says, “|just wanted to take the opportunity to share my gratitude to you for the incredible support you deliver to the individual you support. The care and compassion in good and bad times is exemplary, How the staff team support and communicate and recognise when he needs extra support and the dedication to ensure his safety and wellbeing… there are no words to describe!

Knowing how to go that extra step and following this through ensures a person-centred approach and gives him the quality of life he deserves. | know what comfort this brings to his Mum, knowing that her son is living his best life possible in his apartment with the best team around him.

The Huthwaite team are our Expert Partners Pick because “It’s so important for the staff to work as a team and communication is so important for them all to work together and make the service users feel safe is brilliant so well done.”

 

Prameela Gollamanda and Enigma Darlow – Specialist Support Workers, Newark

Prameela and Enigma were nominated by Mel Tranter (Service Manager) for the exceptional support and care they provided a person during a very difficult time, Mel says, “The care and compassion they both showed, providing comfort, keeping the individual grounded, and reassuring them that they were safe was outstanding! They kept calm, composed, talked to the individual in an even, level tone at all times. Their unwavering care and compassion truly shone through and made an immense difference to ensure the person felt safe”

 

Angela – Oakwood Court Care Home

Angela is a Laundry Assistant at Oakwood Court care home in Haywards Heath, West Sussex. She is also a trained care assistant and general assistant and is incredibly supporting to our home, covering shifts and has great knowledge of a variety of roles.

Angela makes sure all clothes are beautifully washed, dried and ironed. She has the biggest smile and a fantastic sense of humour, she brightens our clients day with a laugh and a joke. Her can do positive attitude means nothing is too much trouble. Angela tidies wardrobes and pays attention to detail on her visit to each resident. She considers if they have enough water, need a cup of tea or snacks. She liaises with carers to share updates, especially if she notices a resident not feeling as bright or chatty as usual. Angela is a real team player.

Angela takes time to get to know each resident’s likes and dislikes. For example, some residents prefer to put their own clothes away, so she encourages independence and will leave clothes on their bed. Others she will put clothes away with their guidance and make sure everything is where it belongs. Angela makes sure residents have their preferred bed linin design so their room is comfortable and feels like home. She has a keen eye to make sure all clothes are correctly labelled so clothes are returned to the right person, this ensures everyone feels good and promotes individualism and personal identity.

Angela spends one-to-one time with clients, she will always knock before she enters. She has a keen eye for detail and notices if clothes need washing, even a small mark will be seen to. This ensures clients are presentable and fresh, and preserves their dignity at a time when they personally may not be able to make such judgements.

As End of Life Champion for the home, Angela shares her expert experience and knowledge with colleagues. She ensures clients wishes are respected, rooms are tidy, music is playing if wanted, and she will also respectfully attend a residents’ funeral.

She is experienced in her role and provides a 5* service. She takes time out of her day to talk with clients, she gets wonderful feedback about her personality and kindness. Clients miss her when she’s on leave and regularly ask ‘when is she coming back?!’

New colleagues have reported how Angela has gone the extra mile to help settle and support them into their new role, creating team spirit and positive motivation. She supports the home with themed activity days, and will volunteer to help outside of her hours.

Angela received feedback from a family about a pair of trousers fading. She offered to hand wash the trousers to help preserve them. She also took initiative and arranged for a separate washing bin in the room for the client’s trousers to always ensure handwashing. She gained trust and respect from the client and family.

If a client is running low on clothes, or the condition is deteriorating she will liaise with carers and families to ensure clients have a good supply and variety. Angela uses her initiative to mend clothes, for example if a button is loose or has come off.

Angela takes special pride in caring for and cleaning client’s clothing and bed linin. She washes colours separately and ensures woollen items are hung to dry, and not shrunk in the tumble dryer. She beautifully irons the clothes and from the moment laundry is collected to when it’s delivered back to a client, she takes great pride in her service. She will ensure clothes are put away flat and folded, and organised to support clients in making daily choices in what they wear.

She always makes time to be a listening ear, to clients and colleagues and is extremely conscientious. We love the comments colleagues, visitors and residents have shared about Angela…

“Kind, funny, helpful and cheerful and looks after residents so well”

“Kind, friendly and always happy to help with any situation”

“Laundry is of a high standard, mum is in safe hands”

“Every detail of mum’s needs are covered”

“My mother’s room is kept clean and tidy and smells fresh”

 

Tinsu – Woodlands care home

Tinsu has been a senior carer at Woodlands care home in Crowborough, East Sussex, for 12 years. She is a brilliant role model to the care team and acts as an example of the standards that should be met in a care setting. Tinsu is an ambassador for the values of Sussex Housing & Care and puts residents at the heart of everything she does.

Tinsu is always professional, and thrives when working under pressure. For example, leading the team on shift and making sure the carers are meeting residents’ needs whilst facilitating crucial appointments with visiting professionals.

Tinsu remains calm in an emergency and works in a flexible manner to provide carers with the support they need. She clearly directs the team to resolve an emergency situation. For example a resident recently had a fall and she took control of the situation, she delegated carers to tasks including; calling the family, getting a hoist, getting pillow for comfort, and emergency assistance.

She is an inspiration to our care team and is able to get the best out of people, helping to build their confidence by giving them her support. Tinsu always has a big smile and shows a friendly welcome to residents, visitors and staff.

Tinsu holds a registration in nursing which benefits the care home immensely as she is aware of the health needs of the residents we support but matches this with her senior carer role in our residential home. She helps us to provide better health care and wound care and has extensive understanding of medication and awareness of the processes with professionals.

Tinsu personally develops her knowledge and training and is enthusiastic about undertaking extra training in addition to the mandatory requirements. She has recently completed over 100 e-learning courses in her own time.

Tinsu is an Incontinence Champion and shares her extensive knowledge and best practice with the team.

Tinsu stays up to date with changes within the care setting such as CQC updates. She communicates updates to the care team and is an ambassador for our compliance. She often dedicates time over her shifts and goes the extra mile. She is flexible in her approach to helping the team.

She actively seeks ways of improving the care home environment and our service. For example, at a recent dementia training session Tinsu found the trainer had a background with CQC. She took the initiative to make a connection with her and asked for advice and feedback on her visit to Woodlands. She learned of useful environmental changes to make our home more dementia friendly and is planning to implement these in the near future.

Tinsu demonstrates the understanding of how important person-centred support is to residents and encourages independence to maintain daily life skills. She will always encourage movement, for example residents to use a walker instead of a wheelchair.

Tinsu puts the residents first every day and prioritises care plan reviews, dependency assessments, mobility assessments and many others ensuring they are up to date and that we respond to residents’ current their needs and brighten their life at Woodlands care home.

 

Wendy – Saxonwood Care Home

Wendy is an inspiration. She has grown her role as Activities Co-ordinator at Saxonwood Care Home in Battle, East Sussex, into a service that is wholly resident led and has had a huge impact on brightening our residents’ lives.

In our not for profit home, run by Sussex Housing & Care, Wendy promotes independence, and demonstrates respect and dignity through getting to know residents like a friend. She meets residents and learns about their past, their current hobbies and their mental, emotional and physical needs.

She worked closely with a resident, supporting them to grow tomatoes from seed and making a tomato sandwich. The excitement, and sense of achievement the resident expressed inspired Wendy to build a wheelchair accessible planter, enabling residents to grow vegetables and herbs.

Wendy noticed one resident loves horses, through observing their crochets and artwork. Wendy listened to their stories of riding across the moors and their wish to cuddle a pony. Wendy arranged for a pony to visit our garden and it was amazing to see the residents’ happiness and big smile while they stoked the pony.

Wendy recognises some residents prefer their own company. She introduced the ‘Busy Bee Box’ which is taken to residents’ rooms to have something new and interesting to keep busy. All items in the box are reviewed and based on residents’ preferences so there is something for everyone.

Wendy isn’t afraid to trial new activities. A new resident moved in and mentioned their love of antique roadshows. Wendy arranged an antique road show and brought in objects from the past and created an antique quiz which residents loved!

She delivers excellent, person centred service through offering choice, listening and asking for suggestions. Wendy develops new activities following feedback at bi-monthly residents meetings and regular surveys. She implements residents’ ideas; knitting on big needles and ‘get to know me game’ encouraging residents to make friendship.

During our annual dog show, residents said they would like to stroke dogs more often so Wendy brought in her dog Beau, who has now become part of our home. Wendy volunteers her spare time to bring her dog for residents to enjoy pet therapy.

Wendy uses her initiative to support residents to live a fulfilling life. She motivates them to initiate projects. Wendy asked residents what we could do to upcycle our garden covid safe visitors’ pod. Residents’ suggested turning it into a vintage tea room for them to enjoy time with families so Wendy has now transformed this area!

Residents have a variety of disabilities. Wendy adapts activities to meet their needs, including sensory activities like a patio seaside experience, aromatherapy, tasting sessions, pub afternoons. Wendy encouraged residents to engage with the local community by supporting them to take part in a local scarecrow festival in which we won a prize.

Wendy sources knowledge from many organisations; dignity for care, Alzheimer’s Association, NAPA and golden carers. She is a Dementia Champion and shares her expert experience and knowledge with colleagues and families.

Wendy receives many compliments from residents, staff and families about making residents happy, providing them with balanced, person centered and meaningful activities. Her hard work and initiative are appreciated, and she has won an ACE award for achieving excellence in customer service.

We’d like to celebrate all Professional Care Workers and the dedication and commitment to brightening our residents’ lives.