Wednesday 21st May 2025
Meet a Manager...Timothy
Tyler Sewell-Nicholas
To be a Registered Care Manager with Pilgrims’ Friend Society is to step up to a big responsibility. We caught up with Timothy, Registered Care Manager at Luff House in Walton-on-the-Naze, to find out more about what makes it such an important and rewarding role
Timothy was born in Lagos, Nigeria, and moved to the UK in 2006 to study accountancy, eventually qualifying with the Association of Chartered Certified Accountants (ACCA). After working in the banking sector for several years, he felt drawn to the care sector where he has dedicated himself to supporting individuals with diverse needs, from learning difficulties to mental health challenges and to ultimately managing person-centred care for older people in care home settings.
A typical day for Timothy starts at 9am with a quick walk around the home. As he makes his rounds, he exchanges cheerful “good mornings” with ‘family members’ (those who live with us) and his staff team, while also checking that all the windows in the lounge areas are secure. It might seem unnecessary to some, but for Timothy, it’s a vital part of keeping everyone safe and ensuring no safeguarding issues arise. “I trust my staff completely, but it’s my duty to make sure everything is in place,” he says. “We have some family members upstairs who can be a little adventurous, so we want to make sure everything is secure for their safety.”
Next, Timothy meets with the senior carer to go over the handover from the night staff, carefully documenting any key incidents or updates. Together, they discuss the details to ensure a seamless transition into the day. “It’s essential to have the full picture so I can make informed decisions,” Timothy explains. “If something urgent arises before I arrive, the senior carer typically steps in to manage it, but I still need to be aware of any clinical concerns or decisions that have been made or need attention.”
Once Timothy is up-to-date, he focuses first on the most urgent matters. Making his way down the corridors, he stops by the rooms of family members who need attention. One situation involved a gentleman who was having trouble with his catheter and was refusing personal care from staff. Timothy approached him with patience and care, slipping on a pair of gloves and asking if he could help figure out what was going on. He gently examined the area to assess the issue and reassured the family member that the nurses would be coming shortly to take a closer look. In the meantime, he explained that it was important to keep the area clean and hygienic to prevent any further problems. With Timothy’s calm, hands-on approach and respectful communication, the family member agreed, allowing the issue to be resolved.
"It’s important that I adapt my approach for each family member whilst ensuring that the level of care remains consistently high.”
Timothy’s role as a Registered Care Manager is diverse, encompassing responsibilities from clinical decisions to staff management, with a significant portion of his day overseeing the well-being of family members. This includes ensuring health needs are met by checking medication dashboards, reviewing care plans, monitoring family members’ behaviour and progress and coordinating doctors’ appointments. He conducts regular assessments to monitor family members’ conditions and collaborates with healthcare professionals for necessary interventions. “The best part of my job is knowing that what we do truly impacts the lives of others,” Timothy says.
Timothy also shared some of the most rewarding moments of his job, including a memorable experience with a family whose father was nearing the end of his life. The care team went above and beyond to ensure his final months were filled with comfort and dignity, which moved one of the relatives so much that they decided to volunteer at the home.
Timothy reflects, “the appreciation we receive is humbling,” mentioning the many thank you cards and letters they get from relatives, with one family even leaving a donation to give back for the care their loved one received.
Managing the team at Luff House is equally important; he supports his staff while remaining available for assistance with care procedures or challenging situations. “We’re a team here, and that’s how I approach everything,” he says.
Timothy’s day also involves conducting interviews with job applicants, managing rotas and staff training compliance. He also completes Deprivation of Liberty application forms when necessary and attends meetings with operations managers, who conduct audits to ensure all aspects of care are up to date and effective. At 2pm, there’s another handover for the senior carer and additional staff, where they discuss any issues that have arisen throughout the day. Timothy conducts another walkaround at 5pm to ensure everything is safe and in order before concluding the day.
Despite the challenges and hard work managing Luff House, Timothy feels a deep sense of fulfilment in his role, “It’s about more than just running a home; it’s about making sure that everyone – family members, relatives, and staff – feels supported and valued.”
He adds, “We’ve worked hard to get here, and I feel extremely confident about the managerial style of our home.”
magazine
To receive your copy of the magazine FREE four times a year, sign up now.
Helping a new family member to settle in
Our Registered Care Managers oversee a four-week settling-in process, helping to create a warm and welcoming environment where newcomers quickly feel at home. This includes:
Creating a personalised care plan
Staff work closely with the new family member and their relatives to develop a care plan tailored to the individual’s needs and comfort.
As part of this they:
• Find out about physical and clinical needs to ensure that any immediate health concerns, personal care requirements, and ongoing medical conditions are identified and addressed
• Gather comprehensive information about the person’s life history as well as their preferences, likes, dislikes, hobbies, and daily habits
• Seek to understand a person’s spiritual needs including their beliefs, practices, and any specific support they may require to feel fully welcomed, respected, and nurtured within the community
Providing a key worker
• Each family member is assigned a dedicated carer or ‘key worker’ who builds a close bond with the family member and relatives to provide consistent emotional support, tailor care, and ensure effective communication between relatives and the care team
• Communication is maintained with relatives throughout the first two weeks (and beyond) to ensure the transition is progressing smoothly, to address any concerns early and to make adjustments to the personalised care plan as needed
• A key worker also helps to identify other family members in the home who the person may get on well with, helping to foster positive relationships and a harmonious living environment
More people stories from Pilgrims' Friend Society...
Meet a coffee shop manager... Ana
Ana, Manager of The Harvest coffee shop, shares how working with us has shaped her faith
Meet an ACE Facilitator...Simon
Simon, ACE Facilitator at Finborough Court, brings joy and connection to family members through music and engaging activities
Meet a housekeeper… Fraser
Fraser came to Middlefields House in Chippenham on a supported internship. Since then, he’s been appointed Housekeeper