Care Manager Regina Acheampong, from Glorycrown Healthcare Ltd based in Maidstone, Kent, was nominated by Assistant Manager, Jemma Hovey. Here’s what Jemma said about Regina:
“Regina does not stop learning about the new features of CareLineLive and shows me how to do things in the easiest way, which really helps me.”
What was your reaction to winning CareLineLive’s Everyday Tech Hero award?
I actually had no idea I was even in the competition, Jemma wanted it to be a surprise. And it really was! I was proud to be named runner-up for the Everyday Tech Hero Award. It felt great to be recognised by the people you work with, because often we’re so focused on our day-to-day work that we don’t realise others notice what we do or how we’re doing. It was a genuine and really special surprise to know that someone had recognised and appreciated the support I’ve been giving.
Thank you, Jemma, for the recognition and for putting my name forward, I honestly never expected it.
What is your role at Glorycrown Healthcare Ltd?
I am the Care Manager at Glorycrown. My work involves compliance and safety in delivering care. I also support and care for the carers and handle scheduling.
What does a typical day look like in your role?
Every day is different, no two days are ever the same. Emergencies come up all the time, so you have to replan and reschedule on the go. That’s where the system really helps. I know when calls are covered and since it’s mobile-friendly, even when I’m out, I can easily move things around on my phone if someone suddenly needs a visit or something unexpected comes up. Honestly, it makes my work so much easier. Every job has its challenges, but this definitely helps keep things manageable.
Typically, I start my day with a plan. Since I’m back at uni and have a busy week ahead, I only have two days to focus on work. So I come in with the intention of concentrating on the roster and getting everything organised. But, as often happens, plans can change unexpectedly and sometimes I have to step out to cover calls myself.
What aspects of your role do you enjoy?
Technology! CareLineLive has made my work life so much easier because the whole system is fit for purpose.
What challenges do you face in your role?
I’m sure every job has challenges. Like working with people, you can’t please everyone. Some carers get last-minute duty childcare and drop all calls on you. If I can’t find anyone, I have to go out and cover them.
We always prioritise carer safety and well-being, ensuring they receive all their time off. If someone has a day off but reports an emergency the next day, you cannot refuse. These are the small challenges.
Challenges arise on both the service user and carer sides. Some service users and family members are difficult, but maintaining professionalism daily is essential. Despite these challenges, it is fulfilling to know you have made someone happy or helped them.
I often reflect on our mistakes and we always apologise to the service user when we are wrong.
How does CareLineLive’s technology help you in your role?
If I have a problem I always phone CareLineLive support, the staff are helpful. If no one is available, they call back and provide guidelines, they are always ready to help. I’ve used three systems before, CareLineLive is the fourth. It is simple and straightforward to use, it’s hard to miss a call, which is a major advantage. When I get up in the mornings, I just check the rota to see that everything is covered. Everything is shown on the dashboard, which makes it easy.
How do you switch off after a hard day at work?
Sometimes it’s a bit hard to find spare time. My husband often reminds me, “Work has to stop here now,” because I also handle on-call duties. That can mean interruptions at any hour, like one evening around 8pm, I was deep into my studies when a carer messaged me and I had to go back out quickly.
I really love cooking and I also enjoy reading my Bible, so I make sure to carve out time for those things whenever I can. When I’m doing them, I might not answer phone calls right away, but once I’m done, I always go back and respond.
I also try to make time for my boys. We have our Friday night movie tradition, no interruptions allowed, that’s something I truly cherish. It’s all about finding that little bit of balance. It doesn’t always work out perfectly, but I do my best to enjoy my work and still make time for my family, especially now that my boys are growing up and need me around.
