Certificate of Appreciation

I supported two Home Instead branches in preparing for a high‑level internal franchise compliance inspection. Prior to my involvement, both locations had been rated Did Not Pass twice within a short period, making the upcoming review final and particularly critical.

In this assignment, my role was to restore and stabilise quality and compliance, and assure both branches pass inspections that were due in 3 months. This included working through the inspector’s notes, creating structured action plans for each branch, collaborating closely with Managers, and leading a team of four Field Care Supervisors to ensure timely and effective implementation.

I audited, organised, and closed gaps across almost every operational and clinical area of the business. This included: care plans, risk assessments, medication records, daily care notes, incidents and accidents, safeguarding, complaints, HR documentation, training compliance, among others. I also supported operational delivery by starting new packages, conducting MDT reviews, and writing most complex care plans and risk assessments. Used data to monitor quality and compliance as well as tracking progress.

One of the most challenging and impactful aspects of the role was implementing a full training turnaround. I reorganised and mobilised the training team, introduced new systems, and provided hands‑on support during a period when the Registered Manager was absent, ensuring continuity and progress during a critical phase.

This position was the most complex and demanding I have held so far, but also deeply rewarding. I combined clinical insight with operational structure — and ultimately it inspired me to offer my expertise as an Independent Quality & Compliance Consultant.