Samantha Evens is the multi award winning senior manager of Doveleigh Care, which runs the care homes Arcot House in Sidmouth and Dove Court in Seaton - but she started her career in Exmouth. In her current role, as well as earning 'Outstanding' Care Quality Commission ratings and being highly regarded in the residential care sector, she has led her care homes through the Covid-19 pandemic without a single case of the virus, keeping staff and residents healthy and motivated along the way. Exmouth Nub News has taken a look at her impressive career and achievements.

Samantha started her journey to success in the care sector at a young age, having abandoned her original idea of being a teacher after deciding she didn't actually like school. After taking a part-time job at a care home in Exmouth where her mother worked as a care assistant, she found she had a flair for the work: "After a few months, watching what the care staff did, I took a shine to it. I was a little handful but always meant well, so my manager at the time asked me to write a letter explaining why I should be given the opportunity to be a trainee care assistant – luckily for me, she was willing to give me a chance." This led to Samantha starting her NVQ2 training (now called a QCF) at the age of 17 and working as a trainee carer alongside the other staff.

Unexpectedly falling pregnant at that young age could have been a career setback for many women, but not for Samantha. Once her son Jake was three months old, she returned to work and completed her current course, before moving to a larger care home and taking her professional qualification to the next level. At this stage, she realised her ambition was to become a manager.

"I loved being hands-on, but I knew I was keen to lead and I felt great achievement by getting the best out of the staff. Although I loved working in this home, I was keen to progress and there was no opportunity at this time to do so. So I took the chance, at 24, to become an Assistant Manager at a care home in Exeter."

This proved a major challenge, but one that Samantha welcomed – progressing to the role of Registered Manager just six months later.

She said: "I will never forget my first day with that responsibility. It was a home that needed improvements and stability for staff. Over the years, I have seen how management had failed, or not been supportive of staff and this enabled me in my career to strive to become the best manager I can possibly be."

Samantha's success at Arcot House

Samantha relocated to Arcot House in 2013 to became Registered Manager there, aged just 25. At this time, Arcot House was under a warning notice from the Care Quality Commission (CQC). In February 2015, Arcot House was bought by Doveleigh Care. They promoted her to Senior Manager in May 2017, and she is currently Registered Manager of Dove Court in Seaton as well.

Her approach to her work has two main focuses: putting the individual needs of residents first and ensuring that the staff are well supported to meet those needs. Before residents are admitted to the home, their wishes and views are at the centre of their care plan and staff are made aware of their life histories. When a resident moves in they are matched up with a staff member who has similar interests and who becomes their Keyworker, spending extra time together.

One very important aspect of this is constantly adapting and exploring new ways of working.

"The needs of our residents can change very quickly. Ideas, routines and roles which work at the time may not work as well when things change. As a manager, I believe it's important that we should constantly re-evaluate what the staff are doing, see what is working and what is not going so well and then implement changes or adaptions.

"I always look at ways of rewarding staff. For example, we have had wellbeing gifts, movie night boxes and hampers, etc. We have a staff wellbeing board, where we put quotes, feedback and ideas. Even a 'thank you' each day goes a long way. My staff can contact me at any time and I will be there for them."

Coping with the Covid pandemic

This approach to the staff has come to the fore during the incredibly challenging time of the Covid pandemic, when a whole raft of extra rules and routines had to be incorporated into the model of care to keep staff and residents safe.

Samantha said: "I've been present on the front line with the staff, ensuring infection control standards are met and staff are supported in a new way of working. I feel just being there for the staff, being patient, working alongside them, makes them feel supported and valued. Everyone has remained safe and well and this is down to the staff's hard work and commitment. It's been a real rollercoaster of emotions, but we've all got through it together by supporting one another."

Life at Doveleigh Care may have become more challenging during the Covid pandemic, but there's still been plenty of entertainment and fun for residents and staff – particularly necessary when visits from relatives were not permitted. Art and craft sessions have continued, Christmas and Easter celebrations took place with staff and residents in fancy dress and every opportunity is taken to involve residents in special activities, such as cooking pancakes on Shrove Tuesday.

Healthy eating and drinking is also a top priority, and one big success has been an initiative to encourage residents to boost their fluid levels by consuming more fruit juice, water and nutritional drinks.

Samantha said: "This was being done in one home on a weekly basis, but I decided to take it one step further and made it a daily activity. We encourage our residents and even our staff to try something they might not usually try. This promotes good hydration, reduces infections and is a fun activity. Three months after implementing this in the homes, I looked at the impact it was having and found that residents' fluid intake had generally increased and urine infections had been reduced by 75 per cent. Due to the success of this boost I then decided to expand it further and implement two additional daily boosts, fruit and nutrition."

Praise from relatives, colleagues - and her son Jake

Samantha's dedication to her job has been praised by the families of residents and the staff who work with her. Richard Hindley is the nephew of Gertrude 'Topsy' Hindley, who came to Arcot House aged 102 and lived to the age of 108.

He said: "Sam lives and breathes Arcot House. Her dedication and enthusiasm shines through and can be witnessed in the magnificent care and attention to detail that she and the staff provide for the residents, not only for their physical wellbeing, but also for their mental welfare as well.

"Sam is constantly looking for new initiatives of a general nature for Arcot House and also for the individual needs of each resident. Sam's example clearly inspires her staff and can be seen in the way they approach their many duties."

A former colleague, Caron Sprake, said: "Her commitment to her residents is 110 per cent at all times. She is creative and constantly looking to add quality to their lives with meaningful activities, creative menus and excellent staff.

"Sam leads by example. Her energy and positivity are infectious and she builds committed and passionate teams. Many of her team are close friends. She is always willing to go the extra mile to ensure her residents and staff are supported and often covers care shifts at short notice when needed.

"Sam is very well thought of by both her relatives and her care team for her kindness and her efficiency. Sam is professional yet approachable. She listens to her staff and has a fantastic way of dealing with people in difficult situations. Sam really does care. She loves her job and can often be heard saying so."

Aother colleague, Anita Holder, said Samantha had been an enormous help with her career: "Before going to work at Arcot House I had never considered a managerial role. Working alongside Samantha and seeing how dedicated she is to providing outstanding care to the residents we look after inspired me to make that career leap. During times of self-doubt she has given me the words of guidance and advice needed to motivate me to keep going and keep aiming high."

Samantha's son Jake, now 15, is also very proud of his mother's work. She said: "Recently he has done a college application and he was asked what inspires him – and he said, me: 'My mum works so hard and always puts residents at the front. She has done so well considering life didn't plan out the way she thought'."

Attaining such high professional standards, and inspiring such personal admiration, is a great achievement – and one that might seem a challenge to live up to. But for Samantha, it's all a labour of love.

"It is a job that doesn't feel like work. It just feels like you are at home. It gives real job satisfaction to know you make a difference to everyone's lives. And my successes are down to my staff, I wouldn't be who I am today without them."

"I feel very privileged to work for Doveleigh Care. The Director, Keith Mills, is approachable, supportive and allows us to follow our ambitions."

Professional accolades achieved by Samantha Evens whilst working for Doveleigh Care:

Arcot House- CQC rating of Outstanding in all five domains (at the time 4th in the country, but 1st in the south west) May 2017

Great British Care Awards Regional Care Home Manager of the year – November 2018

Dove Court Care Home- CQC Outstanding in three domains – September 2019

National Care Awards Home Manager of the Year – November 2020