Customer Case Study October 2025
Customer Background
Our customer, who has requested anonymity, has lived around Tonbridge all her life. Her life story is one of resilience and commitment.
Fostered at just three months, she grew up alongside four foster siblings in a local village. Creative and resourceful, she still recalls her pride at winning a school prize for sewing and embroidery, having made a dress and a pair of satin pyjamas that remain treasured memories. Despite a difficult start, she built a life full of love and family, marrying her husband (who she met at the Assembly Hall in Tunbridge Wells – a venue rich in local history and a cherished part of our community, as shown in the supporting photo) in the village church. They shared 66 years of marriage and 71 years together in total.
She initially worked at Nightingale Farm doing administration in the office: a role she enjoyed and excelled at: the farm milk was delivered on motorcycles! When the company sold off part of its business, her strong work ethic and reliability meant she was chosen to remain with the team, a decision that reflected her value and dedication. Later she maintained secretarial roles for offices in London and eventually returned to work in the role of telephonist/receptionist in Tonbridge and Hildenborough, before retiring. Her life has been rich in family and also sports, being a keen tennis and badminton player, and eventually taking up golf to share another of her husband’s interests.
The Family’s Situation
In 2025, her husband – already a cancer survivor – became unwell again and was admitted to hospital before later moving into a care home. During this difficult period, her son Peter – who, along with his brother, lives in Scotland – contacted us at Braeburn Care.
Their priority was ensuring that their mother had the right care and support while her husband was unwell. Living so far away, they needed peace of mind that she was safe, supported, and not alone. Sadly, her husband passed away, leaving her facing a new chapter in life without her lifelong companion and requiring assistance with certain tasks.
Peter and his brother wanted reassurance that their mother would continue to be cared for with the dignity, warmth, and respect she deserved and supported in her daily routines.
Supporting Customers and Families Throughout Our Services
Following Peter’s enquiry, Braeburn Care quickly put a tailored package of care in place. We now visit twice daily, providing:
- Morning welfare checks, breakfast preparation, and support with domestic tasks to set her up for the day.
- Evening visits, ensuring she has everything she needs, including support with meals, medication administration, and comfort for the night ahead.
- Weekly shopping trips, where our Care Professionals accompany her to shops of her choice, providing companionship and support with groceries before settling her back home.
This consistent, personalised support enables her to remain in her own home and promotes her independence retaining autonomy, where appropriate, while receiving necessary assistance. It also ensures her family in Scotland has complete peace of mind.
Services and Outcomes: Meeting Quality Standards in Practice
Our approach to this customer’s evolving needs reflects Braeburn Care’s commitment to delivering high-quality, person-centred home care. Every aspect of support is designed not only to meet day-to-day requirements but also to uphold the standards set out by the Care Quality Commission (CQC) through its five Key Lines of Enquiry (KLOEs):
- Safe – Twice-daily visits, medication administration, and welfare checks ensure the customer is safe at home, with risks identified and minimised.
- Effective – Our Care Professionals support nutrition, hydration, and domestic routines, enabling her to remain well and independent in her own home.
- Caring – Every interaction is underpinned by compassion and respect, providing comfort and companionship, especially following the loss of her husband.
- Responsive – Care has been adapted over time, including the addition of shopping trips and personalised routines, to reflect her changing needs and wishes.
- Well-led – Ongoing communication with her sons in Scotland, and proactive oversight from our management team, ensure services are consistent, reliable, and of the highest quality.
The outcomes are clear: peace of mind for family, independence for our customer, and a seamless, compassionate service that demonstrates what outstanding care looks like in practice.
The Power of Community & Word of Mouth
What makes this story even more special is how it began. Another Braeburn Care customer, who knew her through the Tonbridge Bowls Club, recommended our services. This word-of-mouth connection reflects the strength of community ties in West Kent and the value of building genuine relationships. For us, it highlights the importance of trust – families recommending our care to others because they know the difference it makes.
Supporting Customers and Families Near and Far
This case study reflects not only the resilience and life story of an incredible woman, but also the value of personalised home care, supporting customers and families alike. For families like Peter and his brother living far away no longer means worry or uncertainty. With Braeburn Care in place, they know their mother is safe, supported, and respected, while remaining independent at home in Tonbridge.
It also demonstrates the power of community – how a recommendation at a local bowls club led to a care partnership that brings reassurance, independence, and peace of mind. At Braeburn Care, we are proud to deliver care that is about more than tasks; it’s about people, stories, and connections.
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.
