Innovating with compassion: How Lilian Faithfull Care is redefining elderly care

In conversation with Louise Maisey, Senior Team Leader, and Tom Crooke, Care Lead and Deputy Manager at Faithfull House, part of the Lilian Faithfull Care charity.

For both Louise and Tom, working in care has never been just a job — it’s a calling.

Louise’s journey began in childhood, when she befriended and supported an elderly neighbour. That early connection grew into a lifelong passion for working with older generations, whom she describes as “so interesting, with so many stories and so much history.” Since 2005, she has worked across different aspects of the care sector, from running her own business to domiciliary care, before joining Lilian Faithfull Care. Her motivation remains simple but profound:

“making sure residents are safe, happy, and well… in a home that feels positive, with a great team around them.”

Tom’s path was less planned, but no less heartfelt. He began supporting adults with disabilities before moving into elderly care, drawn by Lilian Faithfull Care’s reputation for excellence.

“Everyone deserves respect and proper care and I wanted to be one of the people making sure that happens.”

His ongoing drive comes from wanting to maintain, and continually improve, the exceptional standards across the charity’s homes.

The changing face of care

Care has evolved rapidly in recent years, and across Lilian Faithfull Care, digital tools have transformed how staff work.

Louise explains how electronic care plans allow staff to instantly access and update detailed information on every resident: from mobility to medication to emotional support. This shift means teams can track patterns of health, spot early warning signs, and keep families informed in real time. Tom adds that digitisation also creates a rich audit trail: “If someone has had several falls in a week, we can identify it, involve the GP quickly, and act before things escalate.”

Another quiet but powerful innovation is the use of regular virtual meetings with healthcare specialists. Monthly calls with Gloucestershire’s senior consultant for elderly care, for example, give staff direct access to top-level medical advice without lengthy delays. “It cuts through the red tape,” says Tom. “Decisions are made there and then, with everyone involved in the room — doctors, pharmacists, care teams.”

New tools are also directly enhancing residents’ daily lives. The AI-powered app PainChek helps detect pain in residents who can’t easily express it, such as those living with dementia. By analysing facial micro-expressions, staff can give timely relief and monitor its effectiveness.

Other systems, like NurseCall, are designed to reduce intrusive alarms, preserving a calm home-like environment.

The combined effect of these innovations is simple but powerful: staff gain more time for what matters most — being with residents.

Reassurance for families

For many families, moving a loved one into care brings both relief and anxiety. Louise and Tom emphasise that reassurance starts with openness. Families are encouraged to ask questions — even the ones they don’t yet know to ask — and to spend time in the homes, meeting staff and other residents.

Tom highlights how technology itself plays a role in reassurance: “Our digital systems are a safety net. They improve accountability and give families confidence in the level of detail we track and share.”

But in the end, it’s the atmosphere that makes the difference. Faithfull House, like all of Lilian Faithfull Care’s homes, is a place of warmth and life, not a clinical institution. Louise puts it simply: “The vibe here is amazing. Families feel it when they walk in.”

Misconceptions about Care Homes

Both Louise and Tom wish more people understood that care homes are not the joyless, soulless places sometimes portrayed in the media.

“This is a happy, vibrant, fulfilling place,” says Tom. Residents across the charity enjoy a wide range of activities, trips, and entertainment — from physio-led sports sessions to music duos performed by staff. “We’re always innovating with hobbies and interests. It’s not about sitting quietly in chairs all day.”

Looking ahead

When asked about the next five years, both leaders hope for deeper personalisation in care, enabled by technology but always guided by compassion.

Louise sees opportunities for even more proactive, tailored care through digital advances. Tom hopes for increased investment in the sector — both in funding and in attracting a new generation of skilled, motivated professionals. “The population is ageing. We’ll need more care, not less. This is a hugely rewarding career, and we need to make it attractive to younger people.”

A message to future colleagues

Finally, Louise and Tom offer encouragement to anyone considering a role at Lilian Faithfull Care — whether in nursing, housekeeping, catering, or administration.

“It’s the most rewarding job you can do,” says Louise. “These are human beings, not machines. It’s an honour to care for them, and you go home knowing you’ve made a difference.”

Tom adds that the charity’s culture of support sets it apart: “We’re not driven by profit. We’re driven by people. This is why so many of our staff stay for decades.”

At Lilian Faithfull Care, elevating elderly care isn’t about flashy slogans or one-off initiatives. It’s about consistent, thoughtful innovation, deep respect for residents, and a team committed to making every day feel like home.