Real moments
Person-centred care isn't a slogan for us — it's the small, true things our team do every day. Here are a few real moments from the families we look after, shared as the gist only, with names and details kept private.
The person comes first — always
Care that helps someone stay who they've always been, doing the things that matter to them.
A morning with the horses
A lady living with dementia had once spent her days helping out at a local stable. So one morning, instead of the usual visit, we took her to see the horses — to stroke them, breathe the same air she used to, then sit for coffee and cake at the farm café. She was calm and happy all morning, and her family wrote to tell us how much it meant.
Keeping the faith
A lady of deep faith wanted to keep attending her place of worship — something her previous provider simply couldn't manage. We found Care Professionals happy to make the longer journey. On one visit, her faith leader invited her to take part in the service herself, and our team gently guided her so she could do the honour with her own hands. Afterwards, he came to thank us personally.
Never a missed Sunday
When we first met one lady, she told us getting to church on a Sunday was the most important thing in her week — and her old provider couldn't manage it reliably. We built her Sunday visits around the service, so she never misses it. Her son wrote to thank us.
Making time for joy and happiness
Otter Happy Hour is our way of giving clients something beyond the everyday essentials of care. From time to time, our Care Professionals suggest something that goes above and beyond the usual routine — and we make it happen, at no extra cost.
Sometimes it's a trip out to Longleat or the local farm; other times it's enjoying a hobby together, or simply making space for something that brings joy. We fund the extra hour ourselves — because care isn't only about safety and support, it's about living well.
"Everyone I have seen has gone the extra mile — and for me, at this extremely difficult stage, it has been a God send."— JW, Wife of Client
A salon at home
A gentleman who used to go a long time between haircuts now gets a regular trim from Cherie, our Registered Manager — she's done it a few times now. A fresh cut, a good chat, and a bit of dignity that means the world.
To the top of the hill
For our Otter Happy Hour, one lady asked to be taken to the spot where her late husband's ashes had been scattered, high up by the White Horse, before a memorial display there was taken down. We made it happen.
"I can't thank Otter enough for taking me there — it was especially nice as he got to come along."
Let's find the right care, together
Speak to a real, local person today — never a call centre.