Pin Point needed to provide 24/7 care for an elderly lady living in an independent supported living facility, which she shares with one other resident. She has complex mental health needs and complex physical disabilities, and requires around-the-clock support from a team that understands her deeply and consistently.

The service user follows an extremely structured daily routine. Activities must happen at set times, household items must always be in the same places, and any unexpected change - including an unfamiliar carer - can trigger significant emotional distress. The client needed a care team that would remain consistent, follow her routine without exception, and build a genuine, trusting relationship with her over time.

We built a stable, dedicated care team with her primary carer at its centre. When the rare introduction of a new team member was needed, we managed every transition carefully: - New carers were introduced gradually - never as a sudden replacement for a familiar face - Every new carer was briefed in full on her routine, preferences and communication style before their first shift - We maintained regular contact with the client to monitor how each introduction was going and respond to any concerns

The goal throughout was to protect her sense of security and give her care team the knowledge to earn her trust.