Introducing... Lucy: Quality & Compliance Manager

With a diverse career background, Lucy has found her way to us at Home Instead and a role in domiciliary care, quite by accident…

Lucy started her career journey as a Beauty Therapist, whilst holding on to an ambition to train in Nursing. Her first taste of the healthcare sector was a role at a local care home, where she gained some invaluable experience and a realisation that her calling was perhaps 'to care’, rather than to nurse.

Taking some time out to travel the world, and to take stock of her career hopes, Lucy returned to the UK and decided to investigate the other side of care, by applying for the role of Deputy Care Manager at Home Instead Exeter & East Devon. Lucy recalls this pivotal point in her career, saying, “I felt like I needed a different approach to care and so I applied for the role with Home Instead. The rest is history!”

Lucy was a natural, with regard to her relationships with clients and her absolute ‘fit’ in her role as Deputy Care Manager on the team. This isn’t where her story ends though, as Lucy says, “As the business grew, I then stepped into the role of Quality & Compliance Manager, where I am accountable for promoting the highest standards of care and support services, ensuring that quality requirements are maintained across all business activities and that we adhere to regulations, legislation and Home Instead franchise standards – which are exceptionally high.”

As an integral part of the wider Care department at Home Instead, Lucy clearly loves her role and the challenges it presents, saying, “I work alongside an amazing team to provide support and guidance on regulatory framework, policies, and procedures. I also undertake internal audits to improve service quality and meet franchise standards, escalating issues where appropriate, as well as championing person-centred care for our clients.” With regards to the latter, Lucy is dedicated to the Home Instead ethos of providing truly ‘person-centred care’ saying, “This standard is reflected in every care plan and relevant documentation that we produce as a team. I also champion the effective management of complaints and incidents, by carrying out investigations relating to the quality of the service. Plus, I am also responsible for raising any concerns to the authority and safeguarding board, regarding client welfare.”

Home Instead Exeter & East Devon
remains the only CQC (Care Quality Commission) 5 Star Outstanding in all 5 areas rated home care provider, in the south west – in many ways thanks to the ongoing expertise and dedication of team members, just like our Lucy!

If you would like be part of our friendly and growing team, please don’t hesitate. Take a look at our Current Vacancies or call us on 01395 200600 to chat to our Recruitment Coordinators about the role of Care Professional with Home Instead, including our fully funded training options.

Should you require further information regarding our 5 Star Outstanding home care services, please take a look at our website, call our Care Consultants on 01395 200600 or find us on Facebook, and discover why we are different.

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