Glad to Care Week: Q&A with Care Lead Suzanne Faizey
Can you describe your role as a Care Lead and what a typical day looks like for you?
A typical day is varied and dynamic. It often involves developing and implementing new systems, processes, policies, and procedures to enhance care delivery. It could also include handling safeguarding queries, providing CQC guidance to managers, and holding regular meetings to support Registered Managers, offering practical ideas and examples of best practice for care teams when needed. I work closely with the Care and Wellbeing Lead to shape and embed new approaches to care. Additionally, I provide line management to our Birdie Product Owner, who leads on our digital care system, and to our Learning and Development Officer for care—supporting the review and evolution of our training offer and implementing innovative ideas to strengthen staff development.
What inspired you to become a Care Lead in the retirement living sector?
I worked with ExtraCare for 13 years, initially I was a Care Manager for one location then went on to be a dual site Care Registered Manager for 2 locations. When the position for Care Lead was introduced, I then decided to apply and take the next step in my career, with this position I felt had the opportunity to make a difference to our care services on a bigger scale organisationally.
What do you find most rewarding about your role?
Helping others along with our care service get the recognition they deserve from CQC /local authority and internally for the excellent care services they provide to our residents.
How do you support both residents and your team on a daily basis?
I make myself available when I’m needed, this is important to me as residents and staff need to feel supported and listened to.
What skills or qualities do you think are most important in a Care Lead?
- My previous experience of being a registered manager and being able to demonstrate on how to lead an ‘outstanding care service’
- Being passionate
- Caring
- Listening to residents and staff
- Leadership
- Being empathetic
What does “caring” mean to you, personally and professionally?
Professionally- ‘treat and care for our residents the way you would expect your own parents to be treated’ that’s always been my philosophy.
Personally- caring about others and being genuine in your approach to help.
Why is caring so vital in a retirement living environment?
Caring and compassion in our setting is key to delivering exceptional care services. Being able to have a direct impact on improving a resident’s quality of life is rewarding.
How do you help residents maintain their independence while still receiving support?
At ExtraCare we encourage residents to be as independent as possible regardless of their care and support needs. Our staff will provide person centred care plans which detail tasks to maintain and encourage independence. Residents have the freedom to make their own choices and should be encouraged to do so.
Can you share a moment when caring made a real difference to a resident’s life?
My proudest moment would be a memory of a resident who was receiving a large care package from us which consisted of five care calls a day, and which also required the resident being hoisted by two staff due to being immobile. With the correct identified care and support and with help from our Gym Instructor and Wellbeing Advisor after a period of time she managed to regain her mobility. The proudest moment for me was seeing her walk to the nearby shops on the high street with her friend, that has always made me smile! Especially as I knew we had contributed to making such a positive difference to the quality of her life.
Why do you think it’s important to shine a light on care roles through weeks like this?
Within our Care Team people do their job because they truly care and want to make a tangible difference to people’s lives. It is wonderful to see them acknowledged for the amazing care they give to our residents.
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