In this Talking Heads interview, we sit down with Vishen Ramkisson, the CEO of AgeCare Care Homes, to delve into his inspiring journey from a medical doctor to a transformative leader in the care sector. With over 18 years of experience in the NHS and a decade of dedication to improving care services, Vishen shares his insights on the importance of compassionate care, innovative technology, and the values that drive AgeCare Care Homes. Join us as we explore his vision for the future of care and the impact of his leadership on the lives of residents and staff alike.
Can you share a bit about your background and what led you to your current role?
I am a qualified medical doctor with over 18 years of experience working in the NHS. I have the privilege of working across a number of local regional and national roles as a senior medical leader looking after primarily digital health services and urgent care services enrolled for both NHS England and NHS Digital. Around 10 years ago I acquired my first elderly care home which was a 20 bedded unit in the east Midlands. It was at that time that I recognised the contribution to elderly care services that was provided by a very dedicated and committed group of staff working in care homes. Over the past 10 years we have continued to acquire care homes across the southern part of England and now own and operate nine care homes (AgeCare Care Homes) and a further four care homes alongside these. My role as the CEO of AgeCare is to ensure that our mission statement and values are upheld across every aspect of our business. I look to motivate my senior team and share my vision for how elderly care services should be delivered in England and hope that this translates through to every staff member to ensure we provide quality care services to all of our residents, supporting their families as well as providing an excellent environment for our staff to thrive in.
What inspired you to join the care sector, and what has your journey been like so far?
In my role as a GP I had the privilege of visiting a number of residential and nursing care homes and was able to witness the positive effect that residents experienced in the better care environments as compared to others. I realised that there was a stark contrast between the better care homes and this motivated me to enter the industry and set about improving the way in which care is delivered which from a residence perspective needs to be homely warm and comforting and from the staff perspective needs to be reliable supportive and promoting staff development. From an organisational perspective it needs to be accountable, well run and efficient. Over the past 18 months at AgeCare I’ve set about developing clear systems and processes across all aspects of the business, investing in the people that work across the organisation and introducing technology to provide real time data to allow for effective decision-making as well as create efficiencies across the various aspects of the business.
Our journey has been exciting as a start-up organisation as we have been building our head office team as well as transforming the capability delivered at our sites by the introduction of the AgeCare technology platform.
Can you tell us more about the mission and values of your organisation?
Our mission at AgeCare Care Homes is to create a home where residents are honoured as individuals and where we provide the best quality of life experience with the support of team members and families. AgeCare Care Homes vision is to transform and lead quality, services and innovation in the social care sector in the UK. We are committed to our values and guiding principles which are trust respect and teamwork. Every meeting at AgeCare Care Homes starts with respect and we believe very firmly in treating each and every individual and interaction with dignity, kindness and compassion. We believe that if each person is treated with respect that creates a stronger trust amongst ourselves as team members where we act with integrity and fairness, that then allows our team to become stronger where we uplift each other with positive energy and support and if we meet all of those three values then our fourth value of quality will benefit where we relentlessly pursue excellence in care and service.
How does your organisation support and empower care workers on a daily basis?
All staff at AgeCare Care Homes are supported throughout their journey with the organisation. We encourage open communication, promote transparency in decision-making and support staff through difficulties that they may encounter both professionally and in their personal lives. Each site has a monthly award to recognise the staff member who has gone above and beyond. We recently held our first ever AgeCare Annual Awards where across nine categories we recognise staff who contribute to the organisation on an ongoing basis. All staff are provided ample opportunities for training and are encouraged to consider career progression through further development beyond mandatory training. All staff are appraised on an annual basis and have regular personal development plans agreed with their line managers and reviewed quarterly. Across the homes, AgeCare also carries out staff feedback surveys, and there are suggestion boxes available at each of the care homes. Staff are invited to regular staff meetings as well as Townhall meetings with senior executive from the central team. As CEO, I make it a point to visit each and every care home on a regular basis and interactively engage with staff. AgeCare has also rolled out ‘see hear speak’ which is a confidential whistleblowing service for staff to use should the need arise.
How did you first become aware of our charity, and what motivated you to get involved?
We first became aware of the Care Workers Charity through their impactful work shared on social media. Intrigued by their commitment to improving the lives of care workers, we took the opportunity to delve deeper into their initiatives. After thoroughly reviewing their efforts and understanding the positive impact they have on the sector, we arranged a meeting with Neil Flack.
During our discussion, it became evident that the Care Workers Charity’s vision and mission statement—to provide essential support to those working in the care sector—resonated strongly with our own values and objectives at AgeCare Care Homes. Recognizing the importance of supporting the dedicated individuals who provide such critical care to others, we unanimously agreed to support the charity. Their commitment to enhancing the well-being of care workers perfectly aligns with our aim to foster a supportive and compassionate environment for both our staff and residents. By partnering with the Care Workers Charity, we are proud to contribute to a cause that makes a tangible difference in the lives of those who care for others.
Can you describe the nature of your organisation’s support for our charity? (e.g., financial donations, volunteering, partnerships)
Earlier this year (March 2024), we joined The Care Workers Charity as a new supporter member. For our first fundraising activity to raise funds for the charity we held a sponsored raffle draw at the recent AgeCare Annual Awards event.. As CEO I personally committed to doubling the funds raised for the Care Workers Charity and was proud by the efforts of the entire team as well as the funds that we raised for the charity. We hope to continue working in partnership with the Care Workers Charity to continue to raise its profile as well as support the charity going forward.
Why do you believe supporting care workers is important, both for your organisation and for society as a whole?
The last few years have posed significant challenges for staff working in the care sector. The impact of COVID-19 has been profound, placing unprecedented demands on care workers who have been on the frontlines, ensuring the safety and well-being of some of society’s most vulnerable individuals. Alongside the pandemic, rising inflation has further strained resources, complicating efforts to maintain high standards of care.
In addition, the ongoing challenges of meeting the evolving needs of residents and their families have added to the already considerable pressure faced by care sector staff. These dedicated individuals have consistently demonstrated remarkable commitment, often working long hours under difficult conditions to provide compassionate care. Their resilience and dedication to their roles are truly commendable, yet the cumulative stress and pressure they endure cannot be overlooked.
It is essential that these care workers are not only recognised for their tireless efforts but also supported during their times of need. They play a crucial role in the health and well-being of countless individuals, and as such, they deserve access to resources that can help them manage the physical, emotional, and financial burdens that come with their profession. By acknowledging their contributions and providing them with the necessary support, we can help ensure that these invaluable members of our community continue to thrive in their roles, ultimately benefiting both themselves and the residents they care for.
On a personal level, what does The Care Workers’ Charity mean to you?
On a personal level being the only charity specifically for care workers I am deeply impressed by the work that the charity has carried out both in supporting care workers but also more importantly raising the profile in the sector. As CEO of AgeCare Care Homes I am deeply committed to working with the CWC to act as a voice for our sector, to negotiate with government to ensure our sector is properly funded to allow the sector to thrive, invest in the future and support our staff. We need to reduce the levels of staff turnover as this is not sustainable for the future.
What do you see as the biggest challenges facing care workers today, and how can our charity, and your organisation, help address these challenges?
The biggest challenge is reducing staff turnover, improving staff satisfaction and reducing the reliance on overseas staff by creating an appealing career opportunity to attract new talent to the sector. We need to positively promote the sector, improve the offer and create an appealing career path to ensure our sector is sustainable for the future.
What advice would you give to other organisations considering supporting our charity?
We all need to work together, as individual organisations our ability to affect change is limited compared to the powerful impact we can achieve by partnering with the Care Workers Charity. When we join forces with the CWC, we become part of a collective effort that amplifies our ability to make a real difference in the lives of care workers.
By collaborating, we pool our resources, expertise, and networks, creating a unified front that can tackle the challenges faced by care workers more effectively than any single organisation could on its own. The CWC provides a platform for us to align our goals, share best practices, and support each other in our shared mission to enhance the well-being of those who dedicate their lives to caring for others.
Together, we can drive meaningful change, advocate for better working conditions, and ensure that care workers receive the recognition and support they deserve. The impact of our combined efforts not only benefits the care workers themselves but also strengthens the entire care sector, ultimately improving the quality of care provided to those in need.
In partnership with the CWC, our collective action can create a ripple effect that resonates far beyond our individual organisations, leading to a more compassionate and sustainable future for the care industry as a whole.
As a leader, what are your key priorities when it comes to managing a team and fostering a positive work environment?
I believe strongly in empowering my team to make effective decisions and supporting them in this regard. At AgeCare we work collaboratively and support each other through our daily challenges. Each team member understands the areas of accountability as well as the need for clear communication and effective information sharing. My role as CEO is to set the strategic vision for the organisation and provide adequate resources and support to achieve these, we approach our work keeping our values of respect teamwork quality and trust close to our minds and challenge each other regularly.
How do you balance the demands of running a care provider organisation with the need to stay connected to the frontline challenges faced by care workers?
I maintain a strong cultural and personal connection with each of our care homes by regularly visiting our sites and engaging in consistent communication with each manager. This allows me to stay informed about the challenges faced by our frontline staff. I also actively review feedback from our staff questionnaires and host regular listening events and Townhall meetings to ensure that all team members feel heard and supported.
How is your organisation leveraging technology and innovation to improve care services and support care workers?
AgeCare has made significant strides in leveraging technology to enhance our care services and support our staff. Our dedicated in-house systems developer has been instrumental in creating and refining the AgeCare Platform, which has transformed our operations over the past 18 months. Some of the key technological advancements we’ve introduced include:
- Electronic Staff Rostering System: This system has streamlined scheduling, ensuring that shifts are efficiently managed and staff are optimally deployed, reducing errors and improving overall workflow.
- Electronic Timesheets Linked to Payroll: By integrating timesheets directly with payroll, we’ve eliminated manual data entry, reduced processing time, and improved accuracy in compensation, making payroll management smoother and more transparent.
- Cloud-Based Learner Management System: Our cloud-based system supports continuous learning and development, providing staff with easy access to training resources and ensuring they are equipped with the latest skills and knowledge.
- Rollout of Core Systems: We have successfully implemented PCS (Patient Care System), Radar, EMAR (Electronic Medication Administration Records), Paincheck, and QCS (Quality Compliance Systems for policies). These tools have significantly enhanced our ability to deliver high-quality care, streamline operations, and ensure compliance with industry standards.
- Digital Staff Appraisal System: This system facilitates more efficient and objective staff evaluations, allowing for timely feedback and development planning, which supports the growth and satisfaction of our team members.
- Enhanced Efficiencies via the AgeCare Platform: By rolling out several core systems on the AgeCare platform, we have significantly increased operational efficiencies at our head office. This integration has improved communication, coordination, and decision-making across the organization.
These investments in technology not only improve the quality of care we provide but also empower our staff with the tools they need to perform their roles more effectively, ultimately enhancing both employee satisfaction and patient outcomes.