This article is written by Team Care Compliance’s Business Development Manager, Sarah, who reflects on her recent experiences visiting care homes. Monday serves as a day of contemplation for her, especially after a week that left her both astonished and saddened. Despite encountering clean and welcoming environments and honest, approachable service users, Sarah identified a significant issue—Care Managers lack ownership and empowerment in their roles. This systemic problem stifles their ability to make crucial decisions, leading to a care industry riddled with fear rather than proactive problem-solving. Sarah calls for a shift in mindset where owners and directors trust and nurture their Care Managers, fostering a collaborative environment that benefits everyone involved, especially those receiving care.
Monday is always a day for reflection for me. Last week, I attended services and was gobsmacked and disheartened by my findings. I was fortunate to participate in homes that felt clean and welcoming. The service users were all kind, approachable and honest about their experiences; however, there was a huge problem.
Care Managers are unable to have ownership over their services. We are in an industry full of criticism, expected to deliver person-centred and outcome-focused care, yet Care managers aren’t being empowered to grow, nurture and develop their services. Managers have lost empowerment and cannot make decisions. I went to services last week to give brochures and meet with managers. Not one care manager could speak and discuss services or business needs. There was a general feeling of ‘ the providers not available ‘ and’ the owner’s business’. I found it so degrading for them, as a NI and RM I was able to make decisions about my legal responsibilities and the care we delivered. Everybody is too scared to make decisions, which is absolutely heartbreaking for the care industry!
Some owners and directors need to have confidence in their Care Managers, know their strengths, and allow them to grow their vision. Individuals are quick to scrutinise when a problem arises yet aren’t allowing for proactive intervention from someone who has ‘ on the floor’ experience and holds legal responsibility.
When Providers are Recruiting their managers, please ensure the responsibilities are outlined from the start. Nobody wants to be micromanaged, especially an individual who has dedicated the majority of their life to better other people. Not a sales pitch; however, consultancy can help build this relationship and develop the confidence between providers and their managers, allowing for an open platform of growth, decision-making, and accountability. Within Care Services, we hope to achieve the same; we should collaborate and embed positive experiences for all: Directors, Managers, employees and, most importantly, those we are supporting.
