A Day in the Life of Our Client Experience Lead Amy!
Meet Amy, our Client Experience Lead at Home Instead Norwich. From first enquiry to follow-up care, she supports every step of your care journey.
Where great care begins with empathy, planning, and a warm smile.
At Home Instead Norwich, quality care doesn’t just begin when a Care Professional knocks on your door; it starts long before that. It starts with someone who listens, understands, and takes the time to get it right. That someone is often Amy, our Client Experience Lead.
Amy joined the team in September 2024, and she’s quickly become the reassuring voice clients and families hear when they first call to ask about care. From that first conversation to the first care visit (and well beyond), Amy is by their side, helping make the experience clear, supportive, and personal.
The first phone call
Amy’s day often starts with enquiries: phone calls from people who aren’t quite sure what care they need, or even where to start. Some are calling for a parent, others for a spouse or friend. Many are overwhelmed.
Amy listens patiently, answers questions, and gently guides people through their options. She’s not reading from a script – she’s getting to know the person behind the call, because understanding what matters to them is the foundation of care that works.
Care consultations at home
Once a client decides they’d like to explore care further, Amy arranges to meet them face-to-face, usually in their own home, often with family members present. This is one of the most important parts of her role.
During these consultations, Amy talks through how care could look, listens to the client’s wishes, and helps them design a package that reflects what they want, not just what’s available. It’s personal, thoughtful, and often emotional. And Amy is brilliant at creating a space where people feel heard and supported.
Building the care plan
Back at the office, Amy gets to work on a detailed care plan. This isn’t a five-minute job; it can take several hours. It’s built from everything she learned during the consultation, and it’s designed to give Care Professionals the full picture so they can deliver the best possible support.
She then works closely with the Schedulers and the Care Pro Experience Team to find the right match, not just someone who’s available, but someone whose interests, personality, and approach align with the client. This gives the relationship the best possible start.
Preparing the Care Professional
Once a match is found, Amy shares the care plan with the Care Professional and takes time to explain the client’s needs, preferences, and routines. She’ll often meet the Care Pro on-site for the first visit, introducing everyone, showing them around, and making sure both client and Care Professional feel comfortable from day one.
Ongoing support
Amy’s work doesn’t stop once care begins. She checks in with new clients to see how things are going, makes adjustments if needed, and keeps the rest of the team in the loop. She also supports the on-call team as an escalation contact out of hours and monitors alerts during the day to ensure quick responses to any concerns.
Her attention to detail, compassion, and ever-present sense of humour are what make her such an asset to the team and to every client she supports.
Looking for care in Norwich? Or thinking of joining our team?
With people like Amy at the heart of our service, you can trust that every step of the journey will be handled with care and clarity.
Looking for care? Call our Norwich team on 01603 963317 to get started.
Interested in working with us? View our current vacancies and become part of a team that puts people first.