‘Magic moments’ and outstanding practice celebrated by homecare team

Westmorland Homecare South Lakeland celebrate the many times its staff go above and beyond their usual duties to help their clients and enrich their lives.

“We keep a log to confirm that we are maintaining high-quality care and to celebrate the lengths our homecare assistants go to, off their own backs and often in their own time, to enrich the lives of our clients and members of the public,” said Charlotte Oram, Care Coordinator - Recruitment at the branch, which is based in Kendal.

“Staff who have created a magic moment are sent a ‘thank you’ message by the company while many examples of outstanding practice go into our regular newsletter, which is sent to all our homecare assistants.”

Two homecare assistants were caught out by icy and snowy conditions earlier this year. “They found they were unable to proceed and so, without question, they abandoned their vehicles and walked to their clients’ homes to make sure they could deliver the care required and make sure the clients were safe and warm in the bad weather,” said Charlotte.

Quick-thinking staff were quick to help a woman, who had fallen outside Westmorland Homecare’s offices in Highgate in Kendal.

“Care Manager Kelsey Walmsley noticed she had fallen and alerted staff in the office to bring the Raizer, a lifting chair, as she attended to the lady and made her comfortable by placing a pillow under her head and carefully explaining everything before we moved her,” said Charlotte.

“She was then invited into the office for a hot drink while she waited for the taxi we called to take her home, as she had declined medical attention.”

In another instance of going the extra mile, a homecare assistant in Grange-over-Sands noticed, over a few calls, that a client’s husband was feeling down.

“Knowing that he enjoys music she kindly started to prepare music quizzes in her own time that she brought with her on her calls,” said Charlotte. “She created an activity for the client and her husband to do together, enriching both of their lives and strengthening the trusted relationship she had formed with the couple.

“The husband brought the homecare assistant’s actions to the attention of our area team leader as it he felt it was so impactful on their daily lives.”

Meanwhile, another homecare assistant made a stunning birthday cake for the young daughter of a client as the client was struggling to find a Peter Rabbit cake and get everything done for the birthday party done in time. “It allowed our client to prioritise the other details of the party and the daughter got a personalised and impressively decorated cake on theme!” said Charlotte.

She added: “While some examples of outstanding practice are obvious, we also have homecare assistants who routinely offer small moments of joy in our clients’ lives.

“For example, a Kendal HCA folds towels into animals and shapes and leaves them on her client’s bed to surprise her; an HCA in Windermere noticed a client’s love of a particular visiting squirrel and made sure to get a photograph of it for the client to keep; and a client who does not usually do much to celebrate his birthday was surprised with a cake, balloons and a present from two members of our team to mark his special day.

“Meanwhile, an HCA with a penchant for crochet made knee blankets for a client who was recently widowed and for another client who likes to be out and about, whatever the weather!”

Care manager Kelsey Walmsley said: “All of these instances epitomise the caring ethos of Westmorland Homecare and all of its staff.