Karyn MacKenzie, group managing director, Helping Hands Home Care

Karyn MacKenzie

Since joining the business in 2018, Karyn MacKenzie has implemented a new regional structure across the business to maintain a consistent customer focus despite rapid business growth.

She implemented a regional business strategy that married the skills of visiting and live-in teams and harnessed their expertise under the direction of a team of regional care directors, empowering autonomous decision-making and more hands-on support at a local level.

This approach has enabled the company to provide more dedicated support to both carers and customers, with customer retention improving by 3% and carer retention improving by 4%.

Karyn has also introduced new compliance business partners, and, as a result, Helping Hand’s CQC ‘Good’ rating across the business has improved from 93% to 98%, with the total number of branches under ‘Requires Improvement’ decreasing from seven to one.

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Sarah Clarke

The author Sarah Clarke