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Please share your name and contact information and someone will reach out to you soon. We assure you there will be no pressure and aim to provide a helpful and informative conversation.
At Nila, we believe that caregiving goes beyond fulfilling a checklist of services—it’s about understanding each individual’s needs and being proactive in finding solutions that contribute to their well-being and happiness. This case study highlights the power of empathy, collaboration, and commitment in delivering meaningful care to our customers.
A customer of Nila, a determined, elderly woman, was in the early stages of Parkinson’s disease. While she had not yet developed the tremors or spasms that often accompany the condition, her posture had started to decline, which made her daughter, who lives abroad in the UK, concerned. Despite the onset of this condition, the customer was determined to remain as active as possible.
Recognizing the importance of early intervention, the family care manager recommended physiotherapy through Nila. With consistent sessions, improvements in posture were noticeable. Her care manager, who closely monitored her progress, was optimistic about the positive changes. However, the customer became uncertain about the physiotherapist's expertise and decided to pause the sessions.
During a routine home visit, Nila’s family care manager noticed something concerning. The confidence that had been gradually building over weeks of physiotherapy had faltered. The improvement in her posture had significantly regressed, and the customer’s overall demeanour had shifted. The care manager sensed a loss of confidence in her ability to walk, even around the house.
Recognizing the impact of this change on the customer’s physical and emotional health, the family care manager took swift action. She reached out to her manager to express her concerns and discussed the customer’s hesitancy toward the previous physiotherapy. Instead of viewing this as a roadblock, she saw an opportunity to reframe the care approach to better meet the customer’s evolving needs.
Nila’s culture of empowering care managers to raise concerns and take ownership allowed the family care manager to collaborate with the team and devise a new plan. It was clear that a new approach was needed to regain the customer’s confidence and address the deterioration in her posture.
Working together, they decided to:
1. Restart Physiotherapy with a more experienced and specialized physiotherapist who could cater to her unique condition and restore her faith in the therapy process.
2. Incorporate Outdoor Exercises as part of the physiotherapy routine to encourage mobility and help her regain confidence in walking outside the home, reinforcing independence.
3. Introduce Short Walks as part of the care manager’s regular visits to ease her back into outdoor activities and create an environment where physical progress felt achievable and encouraging.
As part of Nila’s process, the care team reached out to the customer’s daughter in the UK, to get her thoughts and alignment on the plan. Upon learning about the observed decline and the new plan, she expressed relief and gratitude. Trusting Nila’s expertise, she gave her consent to proceed with the updated care approach.
The results were evident within weeks. Under the guidance of the new physiotherapist, the customer began to show gradual improvements in her posture. Outdoor exercises were incorporated into the routine, which resulted in increased confidence and more independence for the customer.
This case demonstrates how Nila’s family care managers are more than just caregivers—they are trusted advocates for their customers. The proactive response, collaborative team effort, and personalised care plan in this situation reflect Nila’s commitment to delivering not just healthcare services, but comprehensive support that contributes to each customer’s physical, emotional, and mental well-being.
At Nila, we empower our care managers to voice their concerns and take initiative when they see areas for improvement. By fostering a culture of empathy, ownership, and teamwork, we aim to bring positive, lasting changes to the lives of our customers and their families.
