There’s a knock on the door. It’s Jenny, radiating positivity, ready with a joke and a warm reassuring hand. When your care professional is happy, you know they’ll bring their best self to work every day.
That’s the philosophy at Westminster’s CCH branch, where a people-first approach has transformed not just employee satisfaction but care outcomes too. They have shown that caring for our teams is not only the right thing to do but a proven strategy.
To uncover the secret to their success, we spoke with Kirkland McKay, Westminster Branch Manager (and local CCH superstar).
“Our people are at the heart of everything we do. By fostering the best culture in care, we are strengthening our branch and a shaping a brighter future for care as a whole. I couldn’t be prouder of my team and the incredible support they provide to one another and the people we serve every day.”
But what does “people first” look like in practice and how does it translate into real results? Let’s take a look at Westminster’s playbook.
The secret to Westminster’s Success
“We bring our teams close together”
- Weekly Check-ins: Regular one-on-one conversations help address challenges early, ensuring care professionals feel supported before frustrations take root. Result: A more motivated, empowered workforce with stronger trust in leadership.
- Care Professional Social Evenings: Informal gatherings where staff can relax, eat together, connect, and celebrate their shared purpose. Result: Strengthened bonds and a deep sense of community.
- A Warm, Welcoming Office Culture: Every visit to the office includes a friendly smile, an offer from the office for tea or coffee, and genuine appreciation. Result: Small gestures create a ripple effect, reinforcing that every team member is valued.
“We support our people to grow”
- Monthly Workshops: Care professionals lead skill-sharing sessions, encouraging learning and collaboration. Result: Increased ownership, pride, and a culture of continuous improvement.
- Professional Development Opportunities: Many team members are enrolled in Level 3 and higher apprenticeships, with hands-on support from management. Result: Career progression that is actively facilitated.
- Internal Promotions: Commitment to promoting from within ensures hard work is recognised and rewarded. Result: Long-term investment in team members’ futures, boosting retention and morale.
“We recognise exceptional care”
- Monthly recognition: Every month a “Care Professional of the Month” certificate is given and the winners have the chance of attending an epic regional celebrations. Result: Recognition inspires excellence and reinforces a culture of appreciation.
- Regular shout outs: The team uses CCH Connect to regularly showcase and celebrate their people. Result: Allows the team to feel seen and valued.
And the results are in
Westminster’s people-first approach hasn’t just built a strong team, it’s driven exceptional business outcomes:
- Punctuality & Duration Compliance: 20% improvement.
- Weekly Branch Hours: Grew from 2,800 to an impressive 3,700.
- ECM Percentages: Surged to 99%
- Retention: Improved by 7% over the past year.
These outstanding results haven’t gone unnoticed. Dementia advisor commissioners now call Westminster the best-performing branch since their contract with London Care began. Westminster Local Authority has also consistently praised their domiciliary care and day centre services, delivering exceptional feedback quarter after quarter.
Building a better future for care
Westminster is living proof of CCH Group’s vision: when you put people first, care professionals thrive, service users flourish, and business soars.
To those wondering if a people-first approach is worth it, Westminster’s story delivers the answer loud and clear: it’s not just worth it, it’s essential.