“Sparking eyes, a big smile and a hot dinner may be small things but among care clients, they mean a lot,” says Shilpi Verma.
Shilpi, who owns the Walfinch business in Harrow, says: “I went out to assess a new client, in her 90s, and discovered that her existing carers were providing only a coffee and a biscuit in the morning, a microwaved bowl of soup for lunch and another microwaved meal in the evening.
“Good nutrition is essential for health, so when she became our client we talked to her about the diet she really wanted. Now we make her early morning coffee, then eggs for breakfast. For lunch she has soup and a sandwich, and in the evening, our carer cooks a proper meal. Often, she has roast potatoes, which she loves, shredded lamb or chicken, and vegetables.
“She’s a lot happier, and now looks forward to chatting with her carer, and has got very attached to her. It’s rewarding to me to be involved in improving someone’s quality of life like that. It may only be a small thing, but it makes a big difference.”
Shilpi launched her Walfinch business as a franchisee in April 2021, and already has 15 care staff. She moved into the care sector after a 17-year career in banking, where she was managing a cluster of branches, and brought with her a firm commitment to staff support.
“I am a huge believer in looking after my staff because when staff are more engaged, they deliver better care to clients, so everyone benefits,” she says.
Shilpi is investing in her staff by offering to sponsor 25% off gym memberships and providing a wellbeing scheme that offers staff support. She has also introduced monthly staff wellbeing reviews and quarterly supervision sessions.
“I learnt at the bank that personal life can impact a team member’s work, so this kind of support can help ensure that carers deliver the best client care, and it helps staff retention,” she says.
“If you look after your staff they will look after your clients – and nothing is more important in the care sector.”
Shilpi’s banking background meant she was careful when choosing her care franchise to ensure it provided not just the personal rewards of caring, but the kind of business support she wanted.
Walfinch looks for new franchisees who prioritise care at the same time as wanting to build a business.
