A is an 88 year old woman who has lived in Edenbridge for more than fifty years. She spent much of her working life as a secretary in London and has deep roots in her local community. A life with her husband, who has been her main source of support as her health needs increased.
A has osteoarthritis, which affects her mobility and means she requires support with personal care, dressing and pad changes. Care was introduced in March 2023 as visiting regulated support after it became clear that her husband was struggling to safely support her mobility and daily care needs on his own.
Before formal care began, A’s husband was providing all support. Over time, this placed increasing physical and emotional strain on him. Although only one morning call was in place initially, he frequently contacted the on-call team in the evenings seeking advice and reassurance. These calls reflected not poor care but a carer who was becoming increasingly frail himself and unsure how to manage safely.
Trinity Homecare responded with a balanced and compassionate approach. Safeguarding concerns were raised twice, not as punitive measures but as a way of ensuring both A and her husband were supported appropriately. On both occasions, the safeguarding process led to constructive outcomes. Additional calls were introduced during periods of higher need and following further discussion and reflection, evening calls were permanently added to give A’s husband consistent support and respite.
Throughout this period, the care team worked closely with A, her husband, the GP and occupational therapy services. Equipment was provided and reassessed as A’s needs changed. Communication remained open and supportive, with time taken to explain available options and reassure both A and her husband that asking for help was appropriate and encouraged.
Care delivery focused on dignity, safety and preserving independence wherever possible. Carers adapted their communication style to suit A’s needs, using short, clear questions and offering reassurance throughout personal care tasks. Initially, with consistent support, A was able to mobilise from her bedroom to the living room, which represented a meaningful improvement in her independence and comfort within her home.
As A’s health declined, her needs changed again and she transitioned to bed-based care. This change was managed sensitively, with continuity of carers and careful communication to support both A and her husband emotionally through the transition. The focus remained on comfort, dignity and maintaining a calm, reassuring presence.
Feedback from A’s husband has been consistently positive. He has expressed deep gratitude for the support provided, particularly the responsiveness of the on-call team and the practical advice given during moments of uncertainty. He has spoken openly about how the support helped him cope and allowed him to continue caring for his wife with confidence and reassurance.
This case demonstrates outstanding practice through persistence, partnership and a commitment to doing the right thing as needs evolved. By recognising the pressures on family carers, responding proactively to safeguarding concerns and adapting care as A’s condition changed, the team ensured both A and her husband felt supported, safe and listened to throughout their care journey.
CQC KLOEs demonstrated:
- Caring
- Safe
- Responsive
- Well-led
