The client is an eighty five year old gentleman living with dementia in his own home. He has been married for over fifty years and lives with his wife, who has been his main source of support. They have two sons and grandchildren and family plays an important role in their lives.
The client first received support in 2023. At that time, care was paused when it was no longer needed. In 2025, visiting companionship support was reinstated as his wife began to feel the emotional and physical strain of being his sole carer.
The primary purpose of care was not complex physical support, but reassurance. The client’s wife needed to be able to leave the house to shop, attend appointments and see friends without anxiety. She wanted to know that her husband was safe, engaged and supported in familiar surroundings.
Companionship calls began once a week for four hours and were later increased to twice weekly. Carers took time to build rapport, using simple, clear communication and focusing on the client’s interests, particularly rugby, which sparked conversation and positive engagement. The approach was tailored, respectful and relationship-led.
A significant challenge arose when the client’s wife required an operation at short notice. She was deeply worried about leaving her husband and did not want him to move into respite care, as she felt this would cause confusion and distress. She requested full day and night support at home from carers he already knew and trusted.
The care team responded immediately. Through proactive communication and teamwork, increased care was arranged at short notice, ensuring round-the-clock support during her hospital admission and recovery period. Regular updates were provided to the family, offering reassurance that he was settled, safe, and well cared for.
This flexibility had a profound impact. The client remained in his own environment, avoiding unnecessary disruption. His stress levels were reduced and he benefited from continuity of familiar carers. His wife was able to focus on her surgery and recovery without the added burden of worry. She later expressed deep gratitude that the increased care had been organised so quickly, describing how relieved and supported she felt.
Throughout the period of enhanced support, carers monitored well-being through care notes and regular feedback. The client remained calm and comfortable at home and his wife reported improved peace of mind knowing he was safe.
This case demonstrates Outstanding practice through responsiveness, family-centred care and the ability to adapt quickly to changing circumstances. By prioritising continuity, communication and trust, the service supported not only the client but the wider family unit. The result was stability during a potentially distressing time and strengthened confidence in the care provided.
CQC KLOEs demonstrated:
- Caring
- Responsive
- Well-led
