Laura, Sue, Katie and Maria form our dynamic Client Team, going the extra mile for Kingsway Care Clients.
As people choose to stay independent at home for as long as possible, Kingsway Care is keeping up with the demand for increasingly complex care at home. Social workers often comment they have never seen a home care provider go to the lengths we do to support our Clients.
What Does This Person Need?
Behind every outstanding care service is a team whose work is rarely seen, but whose impact is felt every single day. Our Client Team exemplifies this. They are advocates, problem-solvers, coordinators and compassionate listeners who consistently go far beyond their job descriptions to ensure vulnerable people receive the care, dignity and protection they deserve.
For this team, there is no such thing as "not our problem". Their instinct is always to ask, "What does this person need?" and then refuse to stop until they find the answer.
Support with Hospital Discharge
For example, one much-loved client became so frightened during her hospital discharge that she refused to leave because she no longer trusted the hospital team caring for her.
Without hesitation, two members of the Client Team dropped everything, travelled to the hospital, reassured her, accompanied her on hospital transport and stayed with her until she was safely home. Their presence transformed fear into confidence. Sometimes the greatest care is simply ensuring someone does not feel alone.
Support For Grieving Families
Their compassion continues even after care has ended. Before another much-loved client died, the Client Team spent hours over a weekend advocating for his wish to return home rather than remain in hospital.
Sadly, he died in hospital but the Client Team visited his grieving family, sharing photographs, memories and emotional messages from the CareGivers whose lives he had touched. In doing so, they reminded his family that he had not simply received care, he had been genuinely loved.
Our Client Coordinators: Your Trusted Partners in Care
Our Client Coordinators: Your Trusted Partners in Care
To ensure that we provide Kingsway Care Clients with the utmost care and support, we have a dedicated Client Team that provides one point of contact for each Client. Our Client Coordinators' primary goal is to enhance our responsiveness and nurture trust-based relationships with our Clients, their families, and other support services.Clients' families can view care notes in real time via the Birdie App
Responsive Care with Regular Reviews
We conduct regular reviews, meeting with Clients at four weeks, six months, and whenever a significant change in their condition is identified by their CareGivers. The reviews ensure that we can swiftly respond to sensory, communication, or mobility changes and adjust their care plans accordingly.
Building Trust and Collaboration
Our Client Coordinators don't work in isolation. They actively engage with other care professionals, forming collaborative partnerships to create a seamless network of support for our Clients. This ensures that we can deliver the best possible outcomes for every Kingsway Care Client.
Specialist Support Partnerships
At Kingsway Care, our commitment to comprehensive care extends beyond our organisation. We frequently collaborate with specialist services to meet the unique needs of our Clients. If our Client Coordinators identify changing needs for an existing client, we refer them to the relevant service through their GP and accompany them to specialist appointments. By attending appointments we can hear first-hand from professionals what we can do to support our Clients to remain independent.
Supporting Swallowing Difficulties
We've been closely working with a client who has an advancing SALT (Speech and Language Therapy) requirement. His Client Coordinator and CareGivers have attended multiple meetings with the SALT team to support the Client's swallowing difficulties. This collaboration has enabled us to implement a comprehensive food management plan of mainly pureed food, and a swallowing and choking plan to support him to remain at home and avoid hospital stays.
Managing Incontinence
Our direct and ongoing contact with the bladder and bowel team allowed us to identify the need for a review of continence products. This timely review led to the provision of appropriate products, significantly improving the Client's skin integrity and comfort.Streamlining Care
Our Client Coordinators have established strong relationships with district nursing teams and multiple GPs across the city. This ensures swift and effective action for Kingsway Care Clients, making multi-agency working simpler and more effective.Enhancing Care Changes
We collaborate with the Occupational Therapy Team to support clients requiring community-based care following a fall or hospital discharge. Working with the Parkinson's Nursing Team has also allowed us to gain access to updated information regarding specific conditions, facilitating effective care changes for clients with advancing conditions like Parkinson's disease.Digital Transformation: Empowering Families
In our pursuit of person-centred care, we've expanded our digital processes and procedures. Clients' families have digital access via the Birdie App, enabling them to view our care notes in real time after every care visit. This transparency provides peace of mind and ensures that everyone involved in caring for the Client is on the same page.
The Kingsway Care Personal Touch
One of our CareGivers mentioned a long-time Client didn't have any Christmas decorations. Our founder, Olly, is a huge fan of Christmas so he personally delivered and decorated a Christmas tree for June. Furthermore, the Client Team organised a private concert with our 'Care Sectors Got Talent' finalist, Jonathan, performing Christmas tunes in her living room. Sadly, June recently passed away but her team of 'Yellow Angels' were proud to be the pallbearers on her final journey.
Identifying Changing Care Needs: A Proactive Approach
We've elevated our care notes audit system, with Client Coordinators now completing these on a weekly basis. This proactive approach allows us to identify trends and patterns immediately. For instance, developing pressure sore areas can be monitored closely, preventing further escalation.
Furthermore, any errors from CareGivers are swiftly identified, enabling us to implement appropriate responses, such as competency or refresher training.
Through dedication, collaboration, innovation, and digital empowerment, we are redefining the standards of Client care. With a focus on building trust, forging partnerships, and staying ahead of evolving care needs, our Client Team ensures every Kingsway Care Client receives the best possible care and support, every day.