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Meet Bex - A STAR Care Pro who loves her role and making her clients happy

When Bex sat down for her appraisal, what came through most clearly was how much she cares about the people she supports and the pride she takes in doing her job well.

Appraisals at Home Instead are a chance to pause and look properly at the work being done every day. When Bex sat down for hers, what came through most clearly was how much she cares about the people she supports and the pride she takes in doing her job well.

For Bex, a visit starts long before she rings the doorbell. She likes to arrive feeling prepared and confident, knowing she has the information, training and support to give each person the best care she can. Her aim is always the same: to support the whole person – their physical needs, of course, but also their mood, their confidence and their sense of self. The appraisal process, in her view, is one of the ways she keeps building on that. It reassures her that she’s on the right track and strengthens the link between what happens in a client’s home and the support offered by the office team.

When Bex talks about what makes a good Care Professional, she doesn’t list tasks. She talks about people skills. Empathy and compassion. A good sense of humour. Being observant and noticing small changes. Communicating clearly, treating people with respect and dignity, working well with colleagues and families. These are the things she relies on, whether she’s supporting with personal care, preparing a meal, or simply sitting and chatting with someone over a cup of tea.

Her job title may not have changed, but her knowledge has grown. Over time, she has added to her training in areas such as dementia, Parkinson’s, depression, anxiety, safeguarding and accurate record keeping. She understands how these things fit together in real life – how good notes help keep people safe, how knowing more about a condition helps her offer the right kind of reassurance or adapt a visit so it feels calmer and more comfortable for the client.

One example she shares is of a lady in her early sixties, living with dementia and coping with a recent bereavement. It has taken patience and consistency to build trust. Now, there is a strong rapport between them, helped along by a shared sense of humour and mutual interests: nature, films, comedy, music, art and visits to favourite local places. Bex has seen how these shared moments help the client manage her grief and feel more settled. She describes herself as becoming “a friend, while still providing professional care” – a simple sentence that captures the relationship-focused way we work.

Some of Bex’s favourite times with clients happen outside the home. She enjoys supporting people to get out into the community – perhaps a gentle walk, a trip to a garden centre, or a visit to somewhere they used to go regularly. Those little outings can make a huge difference: a change of scenery, a chat with someone new, a chance to feel more like themselves again. Seeing clients relax, laugh and enjoy something familiar is, for her, one of the most rewarding parts of the role.

Bex is also very clear that she doesn’t do any of this on her own. She feels well supported by the office staff and describes the culture at Home Instead as kind, respectful and open. If she has a question or concern, she knows she can raise it and be listened to. Training is offered regularly and feels relevant to the real situations she faces. She feels that her efforts are noticed and that there is a genuine wish to help Care Professionals grow in confidence and skill.
Looking ahead, she would like to build further on her understanding of mental health, including autism, depression and trauma-informed care. She knows that many clients and families live with hidden pressures and wants to be as prepared as possible to support them. She has also offered her creative skills – photography, video editing, typing and proofreading – for any future projects that could help with training, memories for families, or promoting the work the team does.
What stands out most is that Bex isn’t looking to move away from hands-on care. She wants to stay in her role long term, deepening the relationships she has with clients and their families and continuing to learn as she goes. For the people she visits, that means a familiar face at the door, someone who knows their routines and preferences, and who understands what helps on a difficult day.
When you picture Bex arriving at a client’s home, you can imagine someone who brings warmth, patience and professionalism in equal measure. Someone who notices when things change, who keeps families informed, and who takes genuine satisfaction in seeing a client relax, smile or feel more at ease. Her appraisal may last an hour or so on paper, but the care and commitment it reflects are present in every visit she makes.
If Bex’s story resonates with you and you’re ready to make a real difference, one unhurried visit at a time, please get in touch with our office to find out more about becoming a Home Instead Care Professional. Your time, your smile and your presence could be exactly what someone in our community is waiting for.