#feelthelove: What Care Home Managers wish agencies understood

When a Care Home Manager uses an agency, it’s for one reason – they need support.

They don’t want complications. They don’t want extra problems. They just want to know that when they ask for help, it’s going to make their life easier, not harder.

They want it to work.

Because the reality is, managers already have enough on their plate.

They’re dealing with staffing, compliance, residents, families – everything. The last thing they need is more uncertainty.

That’s why reliability matters so much.

If a shift is booked, it needs to be covered. Not ‘hopefully covered’ – properly covered.

Being told someone is coming and then finding out they’re not, or someone different turns up, creates confusion straight away.

Who is this person? Do they have the right qualifications? Do they understand the home? Do we have their details?

All of that adds pressure that shouldn’t be there. And it happens more often than it should.

Communication is another big part of it.

Managers don’t want to be left chasing updates or wondering what’s going on. They need clear, straightforward communication so they can plan properly and focus on everything else they’re managing.

But beyond the practical side, there’s something deeper – understanding.

Managers want agencies to understand their values. What’s important to them. How their home operates day to day.

Because care isn’t just about completing tasks.

It’s about how you treat people. How you speak to them. How you notice when something isn’t quite right. How you respond when someone is upset or needs reassurance.

That’s what good care looks like.

When agencies get this right, it changes the atmosphere of a home in ways that are hard to put on paper but easy to recognise. Staff feel supported instead of disrupted.

Residents feel more at ease because they’re being cared for by people who take the time to connect. And managers feel a sense of relief, knowing the people walking through the door are there to help, not just to cover a shift.

That’s what #feelthelove is about. It’s the difference between someone simply doing a job and someone genuinely caring.

When agency staff arrive with the right attitude, the right understanding, and the right intent, that feeling carries through everything – and that’s when agencies become a valued part of the team, not an added pressure.

• Deborah Stock, Founder and Managing Director of Care Connection Partners