Innovation is often seen as something high-tech: a new platform, a digital tool or a piece of equipment. But in social care, true innovation can be far more grounded. It often begins with a conversation, a feeling or a realisation that the current system is not working for the people within it.
When I founded SilverStars Care, I did not have a grand business plan. I simply wanted to keep doing the job I loved while being present for my family. As a new mother to twins, I found it impossible to juggle traditional care shifts with the demands of parenthood. That experience opened my eyes to how outdated much of the care structure had become; not just for carers like me, but also for the people we support. For me, human-led innovation started there. It meant asking where the system was causing strain, and reimagining what care could look like if we built it around people first.
Listening before changing
One of the first changes we made at SilverStars was how we approached scheduling. Rather than focusing solely on logistics, we looked at what worked best for each individual client and their family. Would they benefit from consistency? Shorter visits? A particular member of staff who really understands their needs? By asking these questions, we created care plans that were responsive and truly person-centred. This approach extended to our team as well. If our carers felt stressed or overstretched, the quality of care suffered. That is why we have built in time buffers between visits and allow for adaptability in working hours wherever possible.
Supporting the workforce
Across the sector, recruitment and retention challenges persist. Many care workers leave not because of the work itself, but because of burnout, lack of recognition or life commitments that do not fit around rigid hours. Our answer to this has been twofold. Firstly, we have invested in better office support so frontline staff feel protected and listened to. Secondly, we have recruited internationally, bringing in experienced professionals with fresh perspectives and a shared passion for care. These steps have helped us grow steadily while maintaining a culture of respect and compassion. We also constantly reassess the structure of our team and the responsibilities placed on each staff member, to address capacity before burnout occurs.
Integrating technology that makes sense
While innovation is about far more than just technology, it does have an appropriate time and place. With the help of carefully considered planning and time tracking tools, we can be more creative with flexible work patterns, making life easier for our staff and clients. In-home, we also recommend simple smart tools like Alexa that can create medication reminders, have phone calls or make lists – especially for patients experiencing sight loss.
Care as a relationship, not a transaction
Too often, care becomes transactional. Our team is encouraged to take their time, have meaningful conversations and build trust. These moments of connection are what clients remember most. They also help staff feel that their work matters, beyond meeting basic needs.
We also recognise the toll that care takes on families. Many are supporting loved ones around the clock, often with little breathing room. In response, we are developing live-in and respite services to give carers space to rest without feeling they are letting anyone down.
Final thoughts
While every care provider operates differently, I believe the following principles can be applied broadly:
- Design care around individuals. Start by asking what matters to each client and their family. Then build from there.
- Value your staff as much as your clients. Their wellbeing is just as important and directly influences the quality of service.
- Stay connected as you grow. Regular communication and a strong team culture help keep services personal and responsive.
What does human-led innovation mean to you? Leave a comment on this column or join the conversation to share your thoughts.
Ewelina Wiesner is Founder and Managing Director of SilverStars Care. Email: [email protected] Linkedin: @Ewelina-Wiesner