BUSINESS LEADER OF THE YEAR CREDITS WIFE WITH THEIR SUCCESS

Stuart Hart, Director of Home Instead Ruislip & Harrow, talks to Sarah Dale about winning Business Leader of the Year –and why his wife Caroline is integral to the company’s success.

Winning Business Leader of the Year and Business Service Company of the Year at the inaugural Hillingdon Chamber of Commerce Business Awards held in January was a “huge surprise” for Stuart Hart, Director of Home Instead Ruislip & Harrow.

Stuart and his wife Caroline bought the Ruislip & Harrow franchise of Home Instead in 2016 and are proud to support tailored, individual care to their clients.

“Winning was a huge surprise, but most of all it’s recognition for my team and my employees for the quality, consistency and care we provide for residents within Hillingdon,” says Stuart, who joined the Chamber several years ago.

“It was nice to share the evening with some of our team and we all went on stage together to receive the award.”

Stuart, who worked in banking before he moved into the care sector, says his leadership style is being clear on the purpose of Home Instead Ruislip & Harrow, which was rated Good at its last CQC inspection and Outstanding for being Well Led.

“I insist that we do what we say on the tin, that Home Instead is a provider of exceptional care to all its clients, most of whom are private clients," he says.

“Our clients pay for their care and expect the very best and that’s what we drive the care team to deliver. That is provided by the support that we give and the ongoing training we provide to all our care professionals out in the field.

“When we bought the business, the office needed some restoring and some TLC and over time, we have brought in various tech improvements. We have also bought a Raizer chair, an expensive bit of kit which helps lift clients if they have fallen at home but do not need paramedic assistance. We also have a camera system for clients’ TVs to help them manage their medication and communicating with remote family members.”

Looking ahead, Stuart’s focus is continuing to grow the family-owned business, which has around 80 clients and 50-60 staff members.

Stuart and Caroline’s son, Oliver, joined as Business Development Manager last June and leads on the digital marketing and IT support of the organisation.

“We are very focused on dementia care,” he adds.

“Over the past 10 years, the number of cases of dementia has grown. We go into the community to offer free dementia training to local companies and shops in the high street on how to make their organisations more dementia-friendly. We want more people to feel comfortable in the community. The reality is that between 60 and 70 per cent of our clients are on a dementia journey.”

Like many businesses in the region and across the UK, recruitment and retention is a challenge for the care provider, but Stuart says they have a low staff turnover rate for the sector.

“We pay staff very well,” he says. “And we are also employing more people on a full-time basis. We have a Home Office licence to employ people with the appropriate visa status.

“The rise in employers’ National Insurance contributions has created a relatively large increase in our overheads and while the rise in minimum living wage increase has not affected us as we pay in excess of that, National Insurance has made us sit down with a very sharp pencil and look at how we can deal with it without passing the cost on to our clients.”

Having the Chamber’s support is a huge help says Stuart.

“Andy Sharma has made the Chamber far more attractive to businesses like ourselves,” he says.

“He has put together a nice team of people who really do make every effort to ensure that the networking events appeal to small businesses like us. We are always open to other collaborations with Chamber members, having been supported by a member who is a solicitor. The Chamber is about building connections and raising awareness of our businesses to the community.”

Home Instead Ruislip & Harrow has also attended the annual Expo and part of Oliver’s role is attending Chamber events.

“Something I learned many years ago is that people buy from people first and if you know someone who does a particular service that you’re looking for and you like them, then you are more likely to partner with them,” adds Stuart.

Stuart says that he and Caroline make a great leadership team. Caroline’s family has owned care homes in Devon for many years and when the couple started looking for a business venture, they knew that it would be in the care sector.

“Caroline brings an awful lot to the business,” he says. “She works with the office team and is a big one for recognising various events throughout the year for everyone. We also host a monthly community club for clients and residents in the community to join us for tea, cake and entertainment. It’s a free service and is a great way for people to spend time together. Caroline is so good at putting things together and managing events like that whereas my focus is at the strategic level and finances and building the brand with Oliver.

“We both bring two very different skillsets to the business which are complementary. We certainly wouldn’t be where we are today without Caroline.”

For more information about care services and job vacancies, visit www.homeinstead.co.uk/ruislip-harrow