Community Connect (The Otter Homecare Newsletter): Winter / February 2026 Edition
- 3 days ago
- 5 min read
Hello everyone,
As we settle into 2026, we find ourselves reflecting on what makes Otter Homecare special. For us, it's the small moments — a shared laugh, a kind word, or a familiar face that makes someone feel at ease.
In this edition, we're sharing the results of our recent client survey and what we're doing in response. You'll also get a glimpse behind the scenes at the systems keeping you safe, meet one of our team members, and find out about the festive activities we've been getting involved in.
Thank you for being part of the Otter Homecare family.
Best Wishes,
Jamie Rowland-Jones
Your Voice Matters - 2026 Client Survey Results
You Spoke, We Listened
Thank you to everyone who completed our 2026 client survey. In early 2026, we asked you to share your honest feedback about Otter Homecare. We're grateful to everyone who took the time to complete our survey—your insights are invaluable in helping us continue to improve and provide the highest quality care.
Survey Snapshot
100% Feel safe with Otter Homecare
95% Kind, respectful & friendly carers
95% Feel listened to & involved
What you told us
The positives: 94% said our care staff are kind, respectful and friendly. 94% said staff arrive on time. 94% feel listened to and involved in decisions about their care.
"I feel very well cared for and safe. They remember to do everything without me having to ask. They really are kind and simply lovely."
Areas to improve: You told us you'd like more consistency with carers, better notice when visits change, and quicker responses when you raise concerns.
What we are doing about it
Concerns: We're reviewing how we handle concerns—acknowledging them within 24 hours and always confirming when they're resolved.
Consistency: We're working to match regular carers with clients, especially for those living with dementia, and to keep visit times as consistent as possible.
Communication: We're improving how we keep you informed if a carer is running late or if there are any changes to your rota, so you're never left wondering. We can now provide whiteboards for your home, allowing carers to write rota updates as they happen day to day. If you'd like one, please contact the office.
Welcome to Our Newest Otters
As Otter Homecare continues to grow, we're delighted to introduce some of our newest Care Professionals who joined us recently. Meet Kayla and Francis. Both bring compassion, dedication, and a genuine desire to make a difference. We're excited to have them as part of the Otter family.
Otter Office Party!
Back in December we had a great evening with lots of laughs and a well-earned night out for our Otter Homecare office party at Trowbridge Rugby Club. It was the perfect chance to relax and celebrate an amazing team for all the amazing work they do.
Behind the Scenes: Keeping You Safe
At Otter Homecare, your safety and wellbeing are at the heart of everything we do. While you see our Care Professionals during visits, there's a lot happening behind the scenes to ensure we're always learning, improving, and staying one step ahead of potential risks. Here are three innovative systems we've developed to keep you safe.
PREVENT: Spotting Problems Before They Happen
PREVENT is our proactive approach to care—identifying early warning signs and acting before harm occurs. For example, when one client was leaving house keys under a garden ornament, our team recognised the security risk and arranged for a key safe to be installed at no cost—keeping the property secure while ensuring safe carer access. We've also been able to test for suspected UTIs helping clients get quicker treatments where needed.
Safety Spot: Learning from Near Misses
Safety Spot lets our Care Professionals report potential hazards they've spotted and prevented—without blame. We believe near misses are "free lessons" that help us improve safety for everyone. We are doing our best to encourage Care Professionals to be observant and report these Safety Spots before they might develop into something more serious.
Continuous Learning: Always Getting Better
We capture lessons from feedback, audits, and everyday experiences—then turn them into real improvements. Recent examples include the introduction of what3words for more accurate navigation, better communication when rotas change, and the creation of the Otter Happy Hour.
These systems work together quietly in the background—so you can feel safe, supported, and well cared for every day.
Christmas Cheer at Otter
We got well and truly into the Christmas spirit at Otter last month! The office was decked out with decorations, and the team embraced the festive season with enthusiasm.
A highlight was our Christmas-themed Otter Café event at Staverton Village Hall, where clients, carers and families came together for an afternoon of festive fun. The amazing Faye provided the soundtrack, playing Christmas carols on her cornet—a real treat that had everyone feeling merry.
We also delivered festive treats and gifts to some of our clients at home, spreading a little extra cheer to those who couldn't make it to the café event. It was a wonderful way to round off the year and celebrate with the people who make Otter what it is.
Getting to know our Otters
This issue, we're introducing Cherie, our Registered Manager, who supports both our office team Care Professionals in the community.
What inspired you to work in care?
I started in care at 18 because I never knew what I wanted to do at the time, and I just loved it, so I never left. I think I was inspired to stay in care rather than start in care, because of all the wonderful people I met and also going that extra mile to make sure they are happy. I also love that we do Otter Happy Hour.
Favourite thing about Otter Homecare?
The fact that it isn't just about doing your visit and then onto the next. It's about really making a difference to people's lives. Getting to know them and also going above and beyond for every client.
Fun fact?
I love camping and wild swimming. I have just brought a tentbox to take my 2-year-old son on a road trip around the lake district in the summer, and do lots of wild swimming and hiking.
Otter in the Community
Beckington Lunch Club: Every last Friday of the month at Lahs Place Hall. We're proud to support this wonderful community gathering. In January Jamie (pictured left) and Maria helped serve and clear up an amazing lunch prepared by one of our clients.
Food Bank Support: Our team continues regular donations to support local families in need.
Otter Café & Happy Hour: Both continue to provide wonderful opportunities for connection. Speak with your Care Professional or call the office to join us. The next one will be announced shortly!
Until Next Time!
Thank you for reading our winter newsletter. We hope it helps you feel connected and informed about what's happening at Otter Homecare.
We really welcome your feedback. It helps us improve and celebrate what's working well.
You can share your thoughts by speaking with your Care Professional, calling the office on 01225 690022, or emailing hello@otterhomecare.co.uk. And of course, we always welcome compliments too.
We look forward to sharing more updates and stories in our spring edition.
Stay warm, stay well, and take care.