It’s not what we do but how we do it: What I’ve learned in 4 years at Ambiance Care
It’s officially four years since Ambiance Care launched on the homecare scene. In that time, we’ve transitioned from industry underdog to the leading provider of specialist dementia care at home across Stockport and East Cheshire.
As with any new business, our journey has been one of ups and downs. Meeting so many wonderful families, developing meaningful relationships with our clients and building what we believe is now our strongest team to date are just a few of the highlights.
But of course, there have been storms to weather, too. The Covid pandemic, the aftermath of Brexit and government changes have all taken their toll – not only for our small business but for the broader care industry as a whole.
Our Founder Diane takes a look back over the last four years, picking out key moments and learnings during our journey from brand new venture to fully fledged business, now so well-known for doing dementia care differently.
Passion is still our driving force
I have the same passion and drive now in changing the landscape for those living with dementia as I did four years ago, when we set up at the start of the difficult Covid pandemic. Driven by the knowledge and my personal experience of how people living with dementia can continue to live their best lives at home, I feel I’ve proven that the public perception of ending up in a care home, lost to the world, is not always inevitable – certainly not on my watch.
Today, I’m surrounded by a wonderful team – we all share the same passion in wanting the best outcomes for those we support, and we genuinely love what we do. The team understands the person within the context of their diagnosis and their life experiences – each person is unique and there is no one size that fits all.
I’m proud of our achievements – of all the memorable moments of laughter and spontaneity, and I’m ever grateful to those who, at the very start, had faith in me to work alongside their loved ones.
We do dementia homecare differently
It’s not uncommon to be told we’re vastly different from other care providers. When asked how, the most frequent response we receive is how we approach the person and their family.
When meeting for the first time, we want to learn all about the person – about their life and interests, so we can chat away to them in a friendly way without any mention of the struggles we can see they’re experiencing. Even the softness of our voices and calming manner are intentional.
We see the person first, as opposed to their dementia, and soon form a genuine bond with both the individual and their family. We aim to inspire and offer hope, helping families develop enhanced understanding of what makes for a better day for their loved one.
I have walked this path myself, looking after my own mum, so our clients know that I can relate to their challenges. I now bring everything I have learned, as well as my knowledge as a social worker, to making life that bit easier for everyone involved at a time when many families feel lost in the system.
Home is where the heart is
There is nowhere more comforting for our clients than the home they know. It is where they keep their memories, as well as their things. Home is a part of who they are and where they should be able to stay. We are passionate in our belief that with the right combination of support and care, most people with dementia can remain at home.
It’s often the small things that make a real difference in the lives of those we support – seeing a friendly familiar face, receiving a warm smile, chatting over a cup of tea, sharing an activity, or just for someone to step into their reality for a while. All these things contribute to an overall sense of wellbeing, providing genuine opportunities for relationships to be built and prompting conversations.
This positive relationship enables our clients to feel comfortable and assured they’re being supported by caregivers who really know and understand them, how they are feeling, and how best to respond. Our team always works alongside the person, actively listening; never taking over, understanding they may need more time to do things for themselves, or to complete the activities they enjoy and that give them purpose.
An enriched life is a better life
Good communication is integral to supporting a person to ensure they feel validated and engaged. The Ambiance Care team knows to interact with respect and patience, but also to bring joy and laughter to people’s lives. We’re very creative when planning how to spend time with a person, looking at their passions or past interests.
Our lovely Grahame, for example, went out with the team to visit a Concorde exhibition, stirring memories of being a Concorde pilot in his youth. Grahame also kept horses, and the tenderness between him and the horse at Tatton Farm was undeniable when they touched noses.
We took another client, John, to his childhood church so he could help polish the brass as he had when he was just 15, instantly transporting him back in time with a moment of pure joy. And then there was Sheila, who loved music – the team carefully orchestrated the recording of a special message comprising Sheila singing and speaking to her husband for their 64th wedding anniversary – a gift he treasures.
We really do have the best team – one that observes, interprets and adapts to suit every client, every day. We never fail to go the extra mile with a smile on our faces for those we work with.
We’re ‘Outstanding’ at caring
We’d barely been operational for two years when the Care Quality Commission (CQC) descended to audit our services. We took the experience in our stride, providing the additional paperwork and arranging for the CQC to speak to our staff and client families.
We couldn’t have been happier with the results: our families spoke from the heart when asked about their experiences, which resulted in us being awarded the accolade of Outstanding in Caring – a true honour.
Meanwhile, hearing the feedback from my team – of how they felt inspired, valued, supported and with scope to think autonomously – also confirmed my beliefs that together, we can shape new caregivers and managers of the future, who feel proud of their valuable roles, just as I have in my career.
Feedback reflects our meaningful work
I have always made it my priority to put people first, which is why Ambiance Care operates a person-centred model that treats every client we work with as an individual. Listening to the feedback of the families we work with has brought tears to my eyes, confirming that what I knew was missing from the care landscape is now being realised by others.
We make a meaningful difference to the lives of people living with dementia, and to their families – I regularly receive calls and emails praising our approach and service for succeeding where other care companies have failed. I’ve also been pleasantly astonished to have been nominated for awards by some of our families!
I attribute our success to my own personal motto: “It’s not what you do but how you do it.”
