Customer Case Study July 2025
Customer Background
Our featured customer, who wishes to remain anonymous, is a vibrant and well-loved woman in her mid-nineties who has lived in Tonbridge, West Kent, for most of her life. Known for her sharp mind and independent spirit, she once worked as a fashion buyer and shared a long, happy marriage with her late husband, an engineering lecturer. Together, they led an active life filled with dance, travel and companionship.
Since her husband’s passing in 2019, she has lived alone – determined to stay in her own home, surrounded by familiar routines and memories. With her nearest relative, a devoted niece, living over 250 miles away, ensuring she receives reliable and compassionate support has been key. In 2024, the family turned to Braeburn Care, and we’ve proudly supported her ever since with a highly personalised home care package designed around her wellbeing and values, including a proactive partnership involving her niece in the care and support services being provided.
The Challenge
In early 2025, we began noticing a change in our customer’s presentation. Previously settled and bright in mood, she started becoming increasingly agitated, anxious, and confused. She would fixate on certain tasks, such as feeding her cat or operating the television, and sometimes displayed distress or anger that was out of character. These behaviours, while subtle at first, began increasing in frequency and intensity.
With no close family nearby and her niece relying on regular updates from our team, it was vital that we monitored these changes closely and communicated any concerns. Early recognition of altered behaviour is crucial when supporting older adults, especially when symptoms may point to underlying health issues such as infection, medication intolerance, or cognitive decline.
Our Approach and Proactive Partnership
At Braeburn Care, our proactive partnership and collaborative approach is key to how we support every customer. Our care professionals were the first to raise concerns – documenting changes and escalating them to our management team, who then contacted the customer’s niece.
Rather than take a reactive approach, we began carefully tracking and documenting symptoms and timelines to build a clearer picture of the changes taking place. Our Registered Care Manager then contacted the niece to request a full medication review and repeated blood and urine tests.
Throughout this period, we remained in close contact with her niece – offering reassurance and regular updates, while ensuring that she remained fully informed about the steps we were taking to safeguard her aunt’s wellbeing.
Services and Outcomes: Meeting Quality Standards in Practice
Our approach to this customer’s changing needs reflects Braeburn Care’s commitment to building a proactive partnership and delivering high-quality, person-centred home care throughout – aligned with the Care Quality Commission (CQC)’s key lines of enquiry:
- Safe: Early signs of behavioural change were escalated by our team, triggering prompt requests for blood tests, urine samples, and a medication review to rule out infection or underlying causes.
- Effective: Care plans were adapted in real time following GP feedback and health updates, ensuring interventions remained relevant and evidence-based.
- Caring: Our team offered consistent emotional reassurance, upheld her routines, and provided compassionate care that prioritised dignity and wellbeing.
- Responsive: Visit durations and timings were adjusted to better support her needs, with regular updates shared with her family for transparency.
- Well-led: Our management team led all GP liaison, recorded care adjustments, and ensured a clear, joined-up response between care staff, healthcare professionals, and next of kin.
Why This Matters
This case study reflects one of Braeburn Care’s core strengths: responsive, joined-up care that sees the whole person, not just their care needs. We’re proud to bridge the gap between customers, families, and healthcare professionals – ensuring nothing is missed and no one is left behind.
By continuously monitoring for changes and escalating concerns swiftly, we help people stay safe, well, and independent at home, for longer. Our care is not just about meeting tasks; it’s about seeing changes, acting early, and keeping families informed every step of the way.
Whether it’s recognising the signs of a urinary tract infection (UTI), advocating for a medication review, or simply being there to notice when something isn’t right – our team goes above and beyond every day.
Family Testimonial
In 2024 I became aware my aunt may be struggling with everyday care and was starting to neglect herself and her home. I made enquiries about some support for my aunt, which was both a daunting and challenging process. Someone then recommended I look at Braeburn Care (Caring with Compassion).
Since making the initial contact to date I have been so impressed with the level of care provided by this team, from discussions with the managers, team leader and team members. They are always professional, kind and empathetic. We have frequent telephone calls during which I feel as though I am chatting with a friend. They share any health concerns with me about my aunt and will offer support in finding solutions. They evidence their kindness in daily updates and sharing photographs. The daily updates demonstrate both the hard work they conduct behind the scenes and provide me with a real insight into how my aunt is feeling, any concerns they may have and equally important, the fun times shared with her 2 main carers; Jess and Tiff. These 2 carers are amazing in their care looking after my aunt and her elderly cat. They can ring me or if I ring them, they are always lovely, friendly and professional.
Life is short and tomorrow is not a given. The care provided by Braeburn Care reassures me my aunt is able to continue living in her own home, in familiar surroundings, with the same routines and with the best care I could wish for her. I have absolute trust in their services. Thank you Team Braeburn Care.
If you or a loved one could benefit from our dedicated care at home services, or want to read more of our customer case study’s contact us today to learn more about how Braeburn Care can make a difference.
