Customer Case Study March 2026
Customer Background
Our customer is an older adult living independently in Tunbridge Wells, with a rich personal and professional history. Originally from Rochdale, she trained as a nurse in Manchester before qualifying as a State Registered Nurse and midwife. Later in life, she worked as a Practice Nurse, building strong relationships within her local GP community.
She is a mother of three and a grandmother, with close family connections, particularly with her daughter who lives nearby. Following a challenging period later in life, she relocated to be closer to family support and has since built a life centred around her independence, routine, and familiar surroundings.
She enjoys watching sport and going for walks locally, maintaining a level of activity that supports both her physical and emotional wellbeing. In recent months, she has been living with dementia, which has begun to impact certain aspects of her daily life.
Our Approach & Services Provided
Our approach has been centred on maintaining independence, reducing anxiety, and supporting the customer to remain confident within her own home.
A key challenge identified was difficulty understanding time, specifically converting between 12-hour and 24-hour clocks. This had begun to cause distress, particularly when reviewing her care rota, where times such as 16:45 were no longer easily recognised.
Rather than removing her involvement or simplifying the rota entirely, our team focused on enabling understanding.
One of our team took time out to draw a simple, visual clock tool to support her in recognising and interpreting time. This practical solution allowed her to reconnect with a skill she had previously managed independently, restoring both confidence and clarity.
Alongside this, we have supported her engagement with memory-based activities, including working through a structured memory activity book during visits. These sessions are delivered at her pace, ensuring they remain positive and not overwhelming.
Outcomes & Benefits (Aligned to CQC Key Lines of Enquiry)
- Safe -The customer feels secure within her home environment, supported by a consistent team who understand her needs and recognise early signs of confusion or distress.
- Effective -Practical, tailored interventions, such as the visual clock, have improved her ability to interpret time, reducing confusion and supporting daily routines.
- Caring – Care is delivered with patience, empathy, and respect. The team has taken time to understand her personal history and emotional sensitivities, ensuring interactions are always supportive and reassuring.
- Responsive -Support has been adapted in real-time to address emerging challenges. The introduction of memory activities and visual aids demonstrates a flexible, person-centred approach.
- Well-led -The care provided reflects strong communication, initiative, and a shared commitment across the team to deliver high-quality, individualised care.
The Impact of Our Support
The impact of this support has been significant.
By focusing on enabling rather than replacing independence, our customer has regained confidence in managing aspects of her daily routine that had become distressing.
Small, thoughtful interventions have reduced anxiety, improved engagement, and supported her to maintain a sense of control within her own home.
This approach not only benefits her day-to-day wellbeing but also provides reassurance to her family that she is being supported in a way that respects her dignity, history, and individuality.
Customer Quote
“I was finding things like the time very confusing and upsetting. The support I’ve had has made such a difference – it’s helped me feel more like myself again.”
If you or a loved one are navigating dementia and would benefit from personalised, compassionate support, our team is here to help – providing care that promotes confidence, independence, and dignity at home;
Call us on 01892 577680
Learn more at www.braeburncare.co.uk
Email enquiries@braeburncare.co.uk
