"You're not bothering people — they've asked for help" – how I learnt to best handle enquiries to my care homes
Episode 53
Friday, April 17, 2026 • Duration 34:16
In this episode of the Care CEO Success Stories Podcast, host Adam James of Springup PR speaks with Adam Welsh, CEO and Founder of Autograph Care Group (which operates four homes across the North-West and Yorkshire)
Adam shares his practical and human approach to enquiry management in care homes.
After launching Autograph Care Group in 2019, Adam and his team navigated the same challenges many providers have faced — from COVID pressures to occupancy dips and operational strain.
But rather than focusing solely on generating more enquiries, Adam recognised a more fundamental issue: what happens after the enquiry.
Through a structured, data-led approach, the group rebuilt its entire enquiry journey — transforming occupancy from the 70% into >90%.
At the heart of Adam's philosophy is a simple but often overlooked truth: "The first phone call is the one families don't want to make."
With around 80% of enquiries coming via phone, he emphasises that every interaction must be handled with empathy, patience and genuine intent to help — not rushed, transactional responses.
This mindset shift reframes enquiry handling from an administrative task into a critical moment of care delivery in itself.
One of the most impactful changes has been the creation of a dedicated enquiry role — allowing the team to respond faster, listen properly, and guide families through what is often a complex and emotional decision-making process.
Combined with clear processes, simple scripts, consistent follow-up, and better use of technology, the result is a more supportive experience for families — and significantly improved commercial outcomes.
In this episode, Adam shares how care home providers can rethink enquiry management as both a human and operational system — and why getting this right can transform both occupancy and reputation including:
Why "the phone call you don't want to make" should shape your entire enquiry approach.
How mapping the full enquiry journey — from Google search to move-in — creates clarity and control.
The hidden cost of missed calls, rushed conversations, and inconsistent responses.
Why most enquiry handling fails not because of people — but because teams lack the tools and training.
How introducing simple scripts and templates can "make it easy to deliver a great conversation".
The impact of creating a dedicated enquiry role to remove competing priorities.
How faster response times and structured follow-up dramatically improve conversion.
Why "you're not bothering people — they've asked for help" reframes the follow-up mindset.
The importance of ongoing, value-led follow-up — from newsletters to personalised check-ins.
How tailoring communication based on family needs builds trust and long-term engagement.
Why preparation and personalisation during show-arounds can make or break decisions.
The role of measurement and data in driving continuous improvement.
A powerful lesson: "Don't assume things are happening — verify and structure the process".
How better enquiry handling alone helped drive occupancy from ~80% to over 90%
Why A Training Academy Is Vital For Your Care Home Provider
Episode 52
Saturday, January 10, 2026 • Duration 22:18
In this episode of the Care CEO Success Stories podcast, Adam James of Springup PR talks with Nitesh Somani, founder and CEO of Kara Healthcare, which run 13 homes with 700 employees
With over 13 years' experience in care, Nitesh has overseen an 18-month period of accelerated growth — including the acquisition and turnaround of eight homes in a single year, six of which were rescued from administration.
For Nitesh, success isn't measured purely in numbers — it's defined by purpose, people, and progress, and the belief that culture cannot be imposed; it must be inspired.
This conviction led to the creation of the Kara Training Academy, an initiative designed to empower every member of staff through skill development and shared belief.
The Kara Training Academy goes beyond mandatory care training to embed a culture of optimism, empowerment, and commercial understanding because Nitesh believes that care quality and financial performance are inseparable — "two sides of the same coin."
In this episode, Nitesh explains how he created this training academy, the benefits it could have to your care provider and what he has learned along the way, including:
How eight homes were acquired and turned around in just one year.
The birth of the Kara Training Academy, a bold initiative built around culture, not compliance because, "culture isn't taught or imposed — it's inspired"
The importance of training and belief as the foundation for performance because "when you invest in skills, you invest in confidence… and when you invest in your people, you invest in success."
Why learning and opportunity matter more than salary because, "you don't keep people by paying them — you keep them by believing in them."
How culture as the driver of occupancy and the most effective marketing tool is the feeling inside your homes. "When your team believes in what they do, families feel it when they walk through the door."
I launched my first care home 3 months before Covid! And launched 3 more soon after!
Episode 44
Thursday, May 1, 2025 • Duration 26:26
In this episode of Care CEO Success Stories Podcast, Adam James of Springup PR talks with Haris Khan, founder and CEO of Curaa Group which operates four care homes across the South and South West of England.
His journey into care began in 2019, just three months before Covid-19 struck.
Despite the challenges posed by the pandemic, he expanded from one to four homes within four years.
Khan spent over a decade in banking, working both in Canada and London, gaining valuable experience but left the industry in 2015.
His transition to entrepreneurship involved property development before discovering his passion for the care sector through a chance encounter with a former care home owner.
Launching Curaa was not without its challenges.
Khan navigated financing and business hurdles with lessons from his banking career, utilising brokers and professional networks, he successfully acquired his first home.
His adaptability, resourcefulness, and deep involvement on the frontlines during the Covid-19 crisis helped establish him as a respected leader in the sector.
In this episode, Khan discusses success and his hands-on approach, emphasising the importance of visiting the frontline, engaging with residents, and fostering community including:
• His journey from a 15-year banking career to launching care homes after seeking a career with social impact.
• The initial challenges acquiring his first care home three months before Covid-19, "which presented unprecedented operational challenges," and how he navigated them.
• How the care sector's support network helped him learn quickly and build connections during the lockdown which was an "unexpected silver lining".
• Finding fulfilment though "loving what you do and finding a sense of purpose".
What is the "household model" of care? And why your care provider should implement it!
Episode 43
Monday, April 21, 2025 • Duration 36:33
In this episode of Care CEO Success Stories Podcast, Adam James of Springup PR talks with Helen Jones, CEO of Allegra Care, a care home provider with adheres to a "household model" of care.
Originally from Australia, Helen began her career in 1998 after transitioning from a background in international rescue and national roadside assistance.
Helen has held leadership positions with private providers, church and charitable groups, and community-owned organisations, overseeing 100 nursing homes, 20-30 retirement villages, and 55,000 home care clients.
Drawing from her research and international travel, Helen developed the "household model" of care, now being implemented at Allegra Care's 13 homes across England.
The model emphasises creating smaller, more intimate care environments which create a sense of belonging and encourages residents to engage more fully with their environment and the people around them and has seen improved well-being for residents, better mobility and improved sleep.
Helen's approach has garnered significant recognition and today, she shares the secrets behind her success including:
• How Allegra Care has implemented the household model of care, which focuses on creating smaller, more intimate care units of about 16 residents.
• How the household model emphasises autonomy and familiar routines for residents, "making them feel more at home".
• The development of the household model after conducting research, focus groups with placement decision-makers, and visits to international care providers .
• How residents in the household model show improved well-being, with significant weight gain (4.2 kilos on average) and better skin integrity .
How to (consistently) be recognized as a top medium-sized care home provider!
Episode 42
Wednesday, April 16, 2025 • Duration 31:29
In this episode of Care CEO Success Stories Podcast, Adam James of Springup PR interviews Amanda Scott, CEO of Forest Healthcare, which operates 13 care homes across London and the Southeast of England.
Amanda has been leading the company for over six years, working to improve both the quality of care and the culture within the organisation.
Under her leadership, Forest Healthcare has become a model for how to consistently achieve top-tier care ratings, earning recognition as one of the top 20 care home providers through carehome.co.uk for six years running.
Her approach focuses on delivering exceptional service by embedding core values into the daily operations and fostering a culture of respect, empathy, and support.
Amanda shares the secrets behind the success and reveals why several Forest Healthcare homes have embraced being "veteran-friendly"
The episode includes:
• How Forest Healthcare has achieved top 20 recognition in the CareHome.co.uk awards for six consecutive years and how you can too!
• The importance of embedding core values, "choice, going above and beyond, respect, empathy, and always supporting residents," in every aspect of the business.
• The "game changing" cultural shift that made high standards achievable across the company.
• How educating and engaging staff through recognition systems is crucial for success.
• The importance of creating an environment where employees feel "empowered to deliver the best care possible".
• How Forest Healthcare awards "recognition pins" to staff who exemplify the company's core values, "creating a tangible way to honour and motivate team members".
• The importance of showing appreciation for staff, noting that a culture of gratitude can have a profound impact on morale and performance with "a thank you going a long way".
HOW I BALANCE AFFORDABILITY WITH QUALITY FOR MY CARE GROUP
Episode 40
Friday, April 11, 2025 • Duration 21:52
In this episode of Care CEO Success Stories Podcast, Adam James of Springup PR speaks with Dr. Vishen Ramkisson, a seasoned healthcare professional and entrepreneur, deeply rooted in his community as a practicing NHS GP for over 22 years.
Throughout his career, he has remained closely connected to the local area, working mere meters from where he resides.
His dedication to patient care has made him a familiar face in his neighbourhood and this strong community bond has been integral to his professional journey.
In addition to his role as a GP, Dr. Ramkisson is the founder and CEO of Agecare, a group of nine care homes across London, the South-East, and the Home Counties.
Founded just two years ago, Agecare is committed to providing exceptional care while balancing affordability and quality for residents.
Dr. Ramkisson's dual role as a physician and entrepreneur has allowed him to introduce operational excellence, aiming for care standards that he deems good enough for his own family.
Dr. Ramkisson also serves as a National Specialty Advisor for Urgent and Emergency Care with NHS England Southeast. His background in clinical leadership, coupled with a deep interest in digital healthcare, has shaped his vision for high-quality, sustainable care delivery.
In this episode Dr Ramkisson discusses his leadership style and how Agecare has built a strong reputation for offering services to both private and local authority-funded residents by maintaining close relationships with commissioners and investing in clinical leadership including:
• His entrepreneurial journey, founding Agecare two years ago and growing it to nine care homes in the London and Southeast regions.
• His motto to "deliver care that would be good enough for his parents," ensuring high clinical standards without cutting corners.
• Dr. Ramkisson addresses how he balances affordability and quality in the face of rising costs by focusing on data management and motivated staff.
How Social Care Can Help People With Autism Thrive
Monday, March 17, 2025 • Duration 27:07
In this episode of the Care CEO Success Stories Podcast, Adam James of Spring PR talks with Rebekah Cresswell, CEO of the Priory Group, the UK's leading independent provider of mental healthcare and adult social care, supporting 26,000 people a year.
Rebekah, who trained as a nurse and worked in the NHS for 14 years, has a son who is autistic with ADHD, and witnessed first-hand what difficulties are faced by people with her son'scondition.
Rebekah discusses the challenges faced by people with complex needs in care settings and the strategies she employs to improve care based on her professional and personal experience including:
• How people with autism can become 'trapped' in hospital after experiencing mental health issues or episodes where "the environment can be noisy and distressing". • How behavioural problems are treated with medication rather than being given positive behaviour support. • Outlining her mission to help people to be discharged from hospital into a long-term social care home and for staff to continue with this positive behaviour support. • The difficulties around transitioning to a new home and how staff need to be prepared. • Rebekah's desire to develop an Assessment Transition Director for people with complex autistic needs. • The role of the director in ensuring that the environment in the care home is prepared, and that staff are trained in any areas necessary, and support the home for up to six weeks. • How residents with autism can be on up to ten antipsychotic medications when they are discharged from hospital and how Priory work with clinicians to slowly reduce the medication and "watch them come alive again." • When residents thrive in a care home environment, they begin to form relationships and do things they love to do with "one young man previously staying in his room constantly but now cycles out on his bike." • The importance of working in a multi disciplinary team including GP's and community mental health teams. • Rebekah is a big advocate of care as a career, "people in social care have so many wonderful attributes and values that you do not get in other sectors." • How "we also need to be brave and speak up for and be the advocate for the autistic person or the person with a learning disability." • Carers are completing the Oliver McGowan Training in Learning Disability and Autism, named after Oliver McGowan, whose death shone a light on the need for health and social care staff to have better training after Oliver's mother struggled to get clinicians to listen to her concerns. • Rebekah's Positive Culture Pledge - giving people dignity and respect and being patient with them. "If it's not good enough for my family, it's not good enough for my residents". • Why Rebekah visits the Priory facilities every month, sitting and talking with clients. • Supporting families, by understanding what they have been through, having had traumatic experiences herself. • Why it is a huge decision for families to put their trust in others to care for their loved one, and we are privileged to do this. • Why regulators need to "think differently about placements," particularly for those in hospital long term, who have more complex needs. • Why we need need excellent training with exciting career opportunities to "inspire people to want to work in this really exciting sector and build their career."
Why My Vision Is "Continuity Of Care" – And What This Means
Episode 39
Tuesday, February 4, 2025 • Duration 29:15
In this episode of the Care CEO Success Stories Podcast, host Adam James of Springup PR, interviews Adam Hutchison, CEO of Belmont Healthcarewhich operates five care homes across the South East and provides community care services in the West Midlands.
Adam began his journey into social care 12 years ago when he worked in a 25-bed care home operated by his father.
Predominantly based in Kent, Sussex, Belmont Healthcare has made a number of new acquisitions over the last few years.
A trustee of the Care Workers Charit, Adam discusses his vision on "the continuity of the care journey" including:
• The "lack of understanding from the general public" about care homes with families often "falling into crisis" when an elderly relative begins to need extra help.
• What families need to know, who to approach for help and support, and why Adam believes that staying at home for as long a possible is the best option.
• Why care homes are slowly moving into a more private hospital space.
• The help Belmont Healthcare provides with the transition from someone's own home to a care home and then to return home if possible.
• The advantages of building relationships between providers, carers and families.
• How care can help unblock hospital beds by helping people return home if possible.
• Creating more cohesion, better connections and outcomes for individuals has become a vision for Adam.
• The development of a care home in north Kent which added a dementia wing, a hospital discharge wing and plans to put 55 retirement homes on site supporting home care.
HOW DIGITAL CARE PLATFORMS WILL CHANGE FROM 2025 AND BEYOND
Episode 38
Monday, February 3, 2025 • Duration 22:59
In this episode of the Care CEO Success Stories Podcast, Adam James of Springup PR talks with Johan Jardevall, CEO of Person Centred Software (PCS), a digital care management platform.
With more than 25 years of experience in software, Johan has worked with consultancies, systems integrators, and technology vendors in roles ranging from transformation consultancy, design and development management. Johan has a strong track record of achieving rapid growth.
Johan previously worked for global digital consultancy Valtech in the UK where he founded and grew the agency to become recognised within the NMA top 100 UK digital agencies in just two years.
In this episode, Johan discusses how digital care platforms will change from 2025 and beyond including:
• How PCS has helped care providers move from paper-based systems to artificial intelligence as a way of benefiting people in care.
• The massive changes to data handling during the Covid pandemic - and how data is now collected and stored.
• How PCS built an algorithm that could, with high accuracy, predict if someone is likely to have a fall within the next week or so, which then enables the care staff to act upon such alerts .
• The legal processed that enable PCS to utilise algorithms and the data so that PCS can bring such features out to the wider market.
How I Bought An "Inadequate" Care Home – And Turned It Around
Episode 37
Wednesday, January 15, 2025 • Duration 26:49
In this episode of the Care CEO Success Stories podcast host Adam James of Springup PR speaks to Tushar Shah, Co-founder of Centrum Care Homes care provider.
Tushar has a unique background in transforming care homes and expanding care services across South Devon.
With experience in both domiciliary and residential care, he brings insight into effective turnarounds, fostering strong team culture, and elevating care standards.
In this episode, Tushar shares his journey of taking over a failing care home overcoming operational and logistical challenges and establishing a care model that prioritises quality and sustainability.
His strategies for turning around a failing home shed light on everything from structuring care operations and effective staff engagement to managing legal responsibilities, including:
• Understanding the challenges of long-distance management and finding solutions to "operate effectively in remote locations."
• The importance of aligning care home acquisition with previous experience, drawing on his Bluebird Care expertise to "shape resident care and operational standards."
• Starting with an assessment of the current staff culture, "recognising the dedication of staff, and rebuilding with a focus on staff morale and resident satisfaction."
• Strategies for immediately stabilising a failing care home, such as addressing urgent care and operational needs, to "build a foundation for long-term success."
• Building a structured approach to care home management, covering a broad range of responsibilities including maintenance, kitchen services, and the complex care needs of residents.
• "Leveraging existing staff commitment to foster a positive team environment," where staff feel valued and motivated to provide high-quality care.
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Redefining what it means to succeed in care. "Success isn't just about profit — it's about purpose."
Why training that includes everyone empowers the whole team from managers to maintenance.
How moving from performance management to people empowerment drives perfomance and lifts the whole team.
The importance of 'Care and Share with the CEO,' a weekly open forum for accountability and connection. "Anybody can join and hold me accountable — and we'll resolve issues within 24 hours.
Turning contagious negativity into contagious optimism. "In care, negativity spreads — but so does optimism. Positivity creates progress.
How quality drives trust, and trust drives financial health. "Excellent care leads to trust. Trust drives occupancy. Occupancy sustains financial health.
Learning from high-performing staff and outside experts alike. "A great housekeeper trains others — and we also bring in external expertise.
How belief and consistency power Kara's turnaround success. "With courage and consistency, the impossible becomes inevitable.
The single idea that guides every decision is, "People forget what you said or did — but never how you made them feel.
Why every provider should invest in training and belief. "Don't be afraid — the return on investment in training is always greater than the cost.
• Financing his first care home by leveraging a strong credit history, previous borrowing experience, and using brokers helped secure favourable loan terms.
• How utilising professional networks of solicitors, accountants, and trade magazines were invaluable resources in navigating the care industry and its nuances.
• Conducting due diligence, research and preparation for a year before making his first deal, emphasising the importance of "patience and planning".
• The importance of home design in his homes which are converted manor houses with beautiful gardens, "offering a home-away-from-home feel for residents".
• The use of domestic kitchens where food is prepared in front of residents, "creating a more homely and interactive environment".
• How residents can assist with meal preparation and "enjoy a more sensory, social experience around mealtimes".
• The importance of training staff to develop both "competency and confidence" in working closely with residents, "fostering more personal relationships".
• How the team at Allegra Care work within smaller, consistent households, building strong relationships with residents and "contribute to a more stable and familiar environment".
• Greater flexibility in meeting the needs of local communities and individual residents.
• Why not every care home can easily adopt the household model, but small design adjustments can be made to start incorporating aspects of it, such as using smaller food preparation spaces.
• Why Helen believes that, at its core, the household model creates a "more relaxed, personalised, and community-driven environment for both residents and staff".
• The focus on daily activities and personal decisions is key, with residents "empowered to make more choices about their day-to-day lives".
• The importance of feedback and customer reviews in shaping care standards and why Amanda encourages families to provide honest feedback, "even when there are areas for improvement".
• How Forest Healthcare actively encourages families to leave reviews on Carehome.co.uk by making the process easy and transparent, ensuring that both positive and constructive feedback is heard.
• The role of recognition in care quality and its role in creating a "positive reinforcement cycle," that helps improve care quality and boosts staff morale.
• The unique challenges of running multiple care homes, including maintaining consistent standards across all locations and ensuring staff are "aligned with the company's mission".
• How one of her home managers, a former army wife, brought the idea of becoming veteran-friendly to Forest Healthcare which has been successfully embraced at several homes, helping to support veterans and their families.
• Reflections on the challenges posed by the COVID-19 pandemic, and how it underscored the importance of maintaining high standards of care in the face of crisis and uncertainty.
• Why Amanda is optimistic about continuing to grow Forest Healthcare while maintaining the company's commitment to excellent care and employee engagement, despite 2025 holding new challenges.
• The importance of open, honest communication with both staff and families, which is essential to creating an environment where everyone feels heard and supported.
• How Dr Ramkisson motivates his team and the importance of ample, fully-paid breaks and rest periods for all staff shifts to improve satisfaction and reduce turnover.
• The techniques behind Agecare Homes boasting a 3% staff turnover rate.
• How he uses empathy as a tool to understand staff challenges, "promoting a supportive culture and enhancing staff well-being".
• Initiatives like 360-degree feedback, structured appraisals, and training programs help identify and promote internal talent.
• The importance of internal promotions and how three managerial vacancies were filled internally in 2023, "demonstrating the company's focus on career development".
• Open door leadership and how Dr. Ramkisson maintains an approachable leadership style, "avoiding formal attire," and meeting staff on-site to foster open communication.
• How collaborative relationships with local authority commissioners are essential for balancing care provision for private and funded residents.
• Navigating local authority funding challenges to adjust fee rates fairly, ensuring continuity of care for residents transitioning to funded care.
• How the leadership team includes healthcare professionals such as pharmacists, nurses, and NHS veterans.
• Dr. Ramkisson's role as a local GP and care home leader enhances trust and accountability within the community.
• How Dr Ramkisson actively plans for challenges like National Insurance contribution rises and minimum wage increases by fostering transparency with stakeholders.
• How a trip to Holland inspired Adam to model an approach on one providing intermediate care for anyone needing rehabilitation after a hospital admission, to and subsequently returning home.
• Creating assisted living apartments within the next two years catering for single clients and couples, with support for any care needs.
• The importance of good relationships with local hospitals, enabling them to discharge patients who are medically fit and to free up their beds with "75% of our occupied beds coming from either a hospital discharge or referral ."
• Bringing care seekers and care givers together, to enable the search for the right care to be easier, with continuity of care a priority.
• How care providers and care homes work better in regional clusters in regions allowing them to "become well known and trusted in your area," and sometimes being "big is not always the best."
• The importance of relatives "knowing of our values, and feeling happy passing on the responsibility of caring for their loved ones to us."
• The challenges of "releasing staff into the community with your brand," and recruiting experts in that field to manage that side of the business.
• The importance of knowing what you are good at and what you are not good at, then seeking advice from others in those cases.
• The nine different products PCS provides, including medication management, and wellness and activities.
• Storing data in a meaningful way with 13.5million keynotes handled through the medication management system.
• How it is "crucial" that highly-important confidential data is handled and stored securely and the importance of user friendly and uncomplicated systems.
• How CQC inspections can be managed easier by reducing time managers spend preparing records and reports.
• The benefit for activities co-ordinators through access to better tools to care for their residents and limiting time spent on administration.
• Realising the importance of on-the-ground support and management when operating far from the base location to ensure "operational continuity and staff engagement."
• Lessons learned from transitioning from a home care focused business to managing a fully residential care environment, particularly in terms of the complexity of managing resident life.
• Balancing the financial aspects of acquiring a care home with ensuring quality care, and why sometimes purchasing a property undervalued by market standards can be a viable approach.
• Insights on maintaining quality through an established team, legal compliance, and maintaining high standards to appeal to residents and their families.
• How to develop a business model that prioritises resident well-being alongside financial sustainability, ensuring that residents receive consistent, high-quality care in a safe environment.
