Customer Case Study December 2025
Background
In June 2024, Braeburn Care was introduced to a 93-year-old woman living independently in the same home she had once shared with her husband for more than 70 years. With a diagnosis of dementia, now living alone and her closest family member residing over 250 miles away, her family turned to us for professional, high-quality support they could trust.
Her niece, acting as her primary next of kin, was referred to Braeburn Care and from the very beginning has highlighted the importance of compassionate, flexible care that adapts to changing needs – something we pride ourselves on delivering.
Our Role
From the outset, our Care Professionals worked to maintain this customer’s independence, dignity and familiar routines. Living with dementia presented day-to-day challenges, yet the team consistently showed kindness, patience and encouragement. Whether it was supporting with personal care, prompting medication, ensuring meals were eaten, or keeping her home clean and tidy, her comfort and safety were always front of mind.
Our team quickly became a key source of familiarity and reassurance, forming trusted relationships with both the customer and her beloved cat, who also needed daily care. When medication deliveries from the pharmacy became inconsistent, our team followed up directly, raising concerns and collecting prescriptions to ensure continuity. Much of this work happened quietly, behind the scenes, but contributed significantly to her overall wellbeing.
Responding to a Crisis
When the customer had a fall on her driveway, one of our outstanding Care Professionals, Jess, arrived to find her injured and immediately took action – calling an ambulance, contacting her niece, liaising with our management team, while providing warmth and comfort, and staying with her until help arrived. Once she was safely transported to hospital, our team secured her home and provided regular updates to her family.
Braeburn Care’s Adaptability in Action
What happened next truly demonstrates the flexibility of our services. Following a fractured pelvis and hospital admission, our care plan adapted seamlessly. Recognising the distress caused by the unfamiliar hospital environment – particularly for someone living with dementia – we transitioned our support from the home to the hospital setting.
Our Care Professionals began visiting her in hospital during her regular care hours. These familiar faces provided comfort, consistency, and routine. They brought fresh nightwear, her daily newspaper, favourite treats and most importantly, calm reassurance. By patiently explaining her situation – often many times – and sitting with her during periods of anxiety, they helped to reduce her confusion and settle her. Our team worked closely with the hospital staff to ensure her emotional wellbeing remained a priority.
Ongoing Communication
Given the distance between the customer and her niece, we understood how important regular updates were. Our team detailed visits and took photographs daily – via our secure care planning app – offering visibility and reassurance. This simple but meaningful communication gave her family peace of mind and a real sense of partnership.
Services and Outcomes: Meeting Quality Standards in Practice
Our approach to this customer’s changing needs reflects Braeburn Care’s commitment to delivering high-quality, person-centred home care – fully aligned with the Care Quality Commission (CQC)’s Key Lines of Enquiry (KLOEs);
- Safe: Our prompt response to the customer’s fall and proactive management of her medications ensured she remained protected from avoidable harm.
- Effective: By adapting our care plan across settings, we ensured continuity of care and upheld her health and wellbeing goals during a period of increased risk.
- Caring: Every step of our interaction was delivered with compassion, kindness and respect – including emotional support within the hospital setting.
- Responsive: From adjusting visit times to providing support in hospital, our care adapted to her changing needs and preferences.
- Well-led: Daily communication, close partnership with hospital staff, and robust coordination by our leadership team ensured that care delivery was consistent, transparent and well managed.
This case illustrates how regulatory standards are not just policies on paper, but active principles embedded in our daily practice.
A Recommendation with Heart
Her niece kindly shared these words:
“The professionalism, kindness and care all members of the team provide is amazing and of the highest quality… I receive daily updates and photographs, which go such a long way to reassure me about the care she is receiving. For me, this exceeds all expectations.”
“Braeburn Care was recommended to me – and I’m so glad I followed that advice. I would highly recommend them to anyone looking for a quality, caring team to support their loved ones.”
Our Commitment at Braeburn Care
At Braeburn Care, we understand that care needs are not static. Our role is to flex, respond and adapt – whether that means being there in someone’s home or beside their hospital bed. We’re proud to be a trusted, consistent presence through every stage of care, with one shared goal: helping our customers live well and safely, wherever they are.
If you or a loved one could benefit from our dedicated care 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.
