Hallmark Carehomes
Spotlight on…Customer Relationship Manager at Anya Court, Rachael Startin

12 April 2022

Spotlight on…Customer Relationship Manager at Anya Court, Rachael Startin

We recently caught up with Customer Relationship Manager at Anya Court Care Home, Rachael Startin. Rachael shared with us how she ensures a smooth transition into the care home setting and what she loves about her role.

What does your role entail?

My role as Customer Relationship Manager enables me to meet with families and understand their care needs and current situation and offer them a solution. I get to showcase our fabulous home and help prospective residents find their forever home.

I work closely with local businesses to ensure that Anya Court is recognised in the local community and surrounding areas and I arrange regular information sessions for people in the area to attend. At Anya Court, we regularly run fun events where the local community are always welcome and I am always looking to build relationships with people in the local area and showcase to them the fantastic home we have in Rugby.

What does a normal day look like for you?

There is no such thing as a ‘normal day’ as no two days at Anya Court are ever the same. I could be in early to meet and greet the local emergency services who enjoy a breakfast roll and coffee for our ‘Blue Light Breakfast Club.’ Equally, I might be showing prospective residents and their families around our care homes, managing new enquiries and keeping in contact with people looking to make the transition into care.

I always ensure there is strong communication between myself, medical professionals and residents and their families to guarantee a smooth move into Anya Court Care Home. I also prepare and gather all information and paperwork prior to a resident moving in to make sure we have everything we need.

How do you ensure the transition for someone moving into care is as smooth as possible?

The most important thing for me is to understand a resident’s requirements and what is important to them. By gathering as much information as possible about their likes or dislikes, this can be relayed to the team to support a relationship-centred care approach to the individual. It is important to ensure we keep regular contact with the new residents and their families so they are updated throughout the whole process.

How do you ensure you maintain a relationship with prospective residents?

It is paramount to build trust with prospective residents and their families. It’s important to be honest with them and keep your promises. By maintaining that level of trust, you can become their go-to person to ensure that they have everything they need to make a smooth transition into care.

What should people consider before moving themselves or a loved one into care?

It’s important to consider if a home has all of the things that are important to the individual. For example, if a prospective resident is fairly active, does that particular home offer a variety of activities that will keep them happy, interested and entertained?

It’s also important to have honest conversations to ensure the home they are looking for is able to meet their care needs. It’s good to check with the home what you are able to bring with you. Always ask for an in-depth tour of the home, to meet some of the residents, try some of the food and take part in an activity to ensure you are happy with all aspects of care.

How do you ensure loved ones feel at ease with their decision?

It’s important to help residents and their loved ones understand the process and to manage their expectations, alongside ensuring all of their questions are answered. I provide constant communication to try to understand what may be worrying them and to offer a solution to help put their mind at rest.

I also like to introduce them to some of the team members from the community they will live on and some other residents on that community so there are familiar faces when the move into the home.

What makes Anya Court stand out from other care homes in the local area?

Anya Court Care Home is purpose-built and beautifully decorated with a homely feel. The home has a dedicated activities team to ensure residents always have something to get involved in should they wish to.

Every room at Anya Court has an en-suite shower room, with communal features such as a state-of-the-art cinema room, bowling green, hair salon and therapy room. Our fees at Anya Court are all-inclusive too, so you know exactly what you’re paying for.

At Anya Court, our Chef’s use locally sourced produce to create delicious, fresh dishes for residents with all different nutritional needs.

The home is also extremely keen to get residents feedback, and therefore, we host regular meetings with the residents where we discuss things they like about the home and other things they would like to see changed. This enables us to actively tailor the day-to-day running of the home to meet the needs of the residents to ensure it is the best place for them to live.

We are very lucky to have beautiful, well-kept gardens at Anya Court and we enjoy sharing this with the wider community during the summer months, who thoroughly enjoy attending events here at the home.

What is a personal highlight in your role?

Helping people to improve their quality of life is definitely a personal highlight. When you see someone living life to the full at Anya Court, it’s a great feeling. I feel privileged to be able to offer loved one’s peace of mind and seeing them regain their intended status or son or daughter, rather than carer.

What is your favourite thing about being a Customer Relationship Manager?

I get to work in a beautiful home, surrounded by passionate people who actually care and want to make a difference to the lives of the residents at Anya Court Care Home.

How do you spend your free time?

I spend my spare time looking after my family, walking the dog and tending to my allotment. I also enjoy riding my horse and spending time with my husband.


If you would like to find out more about Anya Court Care Home, Click here.

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