Europe's 10 Most Trusted Home Care Providers 2021

Tom, brief us about your journey in the healthcare
industry.
I have a strong background in customer service and sales
working both in the banking sector and corporate sales. It
was whilst I was working as a Head of Sales that I had to
organise care for a loved one and could not understand why
the process was so confusing and, in my opinion, the
quality of care was often so poor. I decided that by focusing
on some key aspects such as having full-time permanent
staff, consistency of service, and bespoke care packages the
entire experience could be much more positive. I started the
business with a business partner who has a successful
business delivering specialist care to children and we have
grown to strengthen our high standards and client
satisfaction.
Tell us more about your home care solutions that make
your company stand out from the competition?
All of our home care packages are designed bespoke to
each client as we do not believe in a one size fits all
approach to home care. We match our highly trained Care
Experts with each client and ensure that our clients only see
a small team of carers to provide consistent services. We
offer a minimum of one-hour care calls to ensure that our
clients and staff never feel rushed and also have enough
time to interact during the call. Using our full-time staff and
bespoke packages we ensure that care delivery is individual
to each client and of the highest quality.
What is your opinion on the impact of the current
pandemic on the global healthcare sector, and how has
your company fared during the pandemic and
subsequent lockdowns?
I think the pandemic created a lot of fear and uncertainty
for both staff and clients in the healthcare sector and we
noticed this especially with our elderly clients. As a
business, we responded quickly to the key issues of PPE
and client and staff exposure by ordering a large amount of
PPE and limiting even further how many staff members
visited clients to try and minimise the risk of infection. It is
with great pleasure to say that over a year on we have not
had any staff or clients contract the virus, but we remain
cautious daily. I do think that the pandemic has made more
people look for care in their own homes instead of going
into a care home, where the risk of infections has been high.
What is your opinion on the necessity for healthcare
service providers to align their offerings with newer
technological developments, especially when it comes to
catering to changing patient preferences and needs?
I think this is essential and something we have implemented
by using a dedicated care software to manage our service
delivery. Our Care Experts log notes from each visit live
and these notes can be viewed by the office team to react
quickly to any changes but also allows family members to
have access to these notes for peace of mind that their loved
one is receiving the care they require. The software also
allows us to ensure that our staff members who are often
lone working are safe in the community. I think a big step
forward would be a system where we could integrate with
other professionals such as social workers, GP’s and district
nurses.
In your opinion, what could be the future of the
healthcare services sector post the pandemic? And how
are you strategizing your company’s operations for that
future?
I think there will be a shift towards more care at home as
people realise that good quality home care is available and
that a care home is not the only option. I think our
experienced care staff have been a huge help to people for
both necessities and also for companionship. I hope that
people appreciate the care sector and the vital jobs that are
being done. As a company, we are now more than ever
focusing on the quality of our service delivery and looking
to launch our service into more areas of the country.
As an established leader, what would be your advice to
the budding entrepreneurs and enthusiasts aspiring to
venture into healthcare services?
My main advice would be to focus on quality not price. It is
essential that the service you deliver is of the highest
quality and that it is focused on the client and also the staff
involved in your company. Without our amazing care team,
I would not have a business so you must look after your
team so that they look after your clients. As an entrepreneur,
you need to provide a service that meets clients’ needs and
makes their lives easier and the rest will follow.
How do you envision scaling your company’s operations
in 2021?
I am hopeful that as we come out of the back of the
pandemic, we can launch into two new areas relatively
quickly and build on our success. I think we can offer
employment to a lot of people and deliver some growth to
local economies whilst helping more and more clients in
their own homes.
46 | May 2021 | www.insightscare.com