The same carer, every visit - routines that feel like home.
Switching Provider
Switching Provider - Finding Care We Trust
Eileen, 79, Fylde
The challenge
Eileen had been with another care provider for two years, but visits were frequently missed or cancelled with short notice.
What we provided
Horizons managed a seamless handover, starting with an overlap week where new carers met with the previous team.
The outcome
Eileen's son reports zero missed visits in six months and says medication is now perfectly managed.
The situation
Eileen had been with another care provider for two years, but visits were frequently missed or cancelled with short notice. Different carers arrived without proper handover information, and Eileen's son noticed she wasn't always given her medications on schedule. When he raised concerns, he felt dismissed. The family wanted to leave but worried about the hassle and feared disrupting Eileen's care further.
How we helped
Horizons managed a seamless handover, starting with an overlap week where new carers met with the previous team. We thoroughly reviewed Eileen's care plan, immediately identified the medication issues, and assigned two consistent, trained carers. Our family portal gave her son real-time visit confirmations and the ability to message carers directly.
The outcome
Eileen's son reports zero missed visits in six months and says medication is now perfectly managed. More importantly, Eileen recognises her carers, trusts them, and looks forward to their visits. The family feels they've finally found reliable, quality care that respects Eileen's dignity and their concerns.
“I feel like we've been looked after properly for the first time. It's not just the visits, it's knowing someone cares about getting it right.”
Eileen's son, Fylde
Story details
4 min read
Category: Switching Provider
Real Stories
Client stories and family confidence
Consistent support and clear communication help families feel reassured from the first visit.
Personal care delivered with patience, dignity and respect.
Families feel reassured from the very first meeting.
"Our care team feels like an extension of our family. They are reliable, kind, and always keep us updated."Family member, Lancashire
“I feel like we've been looked after properly for the first time. It's not just the visits, it's knowing someone cares about getting it right.”
Eileen's son, Fylde
Services mentioned
Care services involved in this story
Personal Care at Home
CQC regulated personal care at home delivered with dignity and respect, helping adults with washing, dressing, toileting and personal hygiene.
Learn moreMedication Assistance and Support at Home
Tailored medication assistance at home for adults aged 18+, from simple reminders through to full administration, with trained carers and accurate records every visit.
Learn moreCompanionship Care at Home
Relationship-led companionship care at home helping adults stay connected, confident and less alone.
Learn moreTalk to us
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