I started my journey in Health and Social Care in 2003, when my son was just 12 years old. I began with agency work, which gave me the opportunity to explore all areas of care — from hospitals and care homes to dementia, end-of-life care, and home care. It didn’t take long for me to realise that palliative and home care were where my heart truly belonged. My favourite role was as a senior care assistant working alongside two fantastic nurses. They taught me so much — from understanding different types of dementia and genetic conditions, to seeing first-hand how possible and powerful it is to support someone to remain at home, even at the end of life. Eventually, I gained my Level 5 and became a Registered Manager for another care company. But I quickly realised it wasn’t the right place for me — everything felt like it was about targets and business, not people. Staff were constantly in tears, and I found myself spending more time supporting them emotionally than actually managing. It was a toxic environment, and I knew I couldn’t be part of something that had lost sight of what care really means. Shortly after I left, a friend asked if I’d help care for her friend’s father. Working for myself reminded me that care could be done differently — and properly. I realised I could offer the kind of care I’d want for someone I love, and from there, Heart to Heart Home Care was born. I registered with CQC, and as word spread, my reputation grew. Eventually I took on my first team member, Danni, and I’ve been lucky to build a small, close-knit team ever since. For me, keeping the business small means I can stay truly involved and make sure every client receives care with dignity, respect, and heart. That’s always been my goal — and always will be.

Many of you know me as 'Penelope Pit Stop' - always finding an excuse to add a splash of pink or perhaps from my days as a student at Reepham High School. I began my journey in Health & Social Care in 1998 at the age of 18 and haven’t looked back since! I worked in two care homes before joining Heart to Heart Home Care in April 2017. Although I hadn’t worked in domiciliary care before joining the team, it turned out to be the best decision I ever made, as it enables me to help clients stay in their own homes and maintain their independence. I absolutely love my role at Heart to Heart, as no two days are ever the same. I enjoy visiting a variety of clients in their homes, ensuring they are treated with respect and dignity while helping them remain in the place they call home. The most rewarding part of my job is hearing about my clients’ lives, learning from them, and meeting their families and friends. I’m a kind, dedicated, and passionate member of the team, always going that extra mile for my colleagues and clients. I am always just a phone call away, ready to offer help, guidance, or simply a friendly chat. I’m fortunate to be loved by all - clients, families, and staff alike and I strive to make a difference every day! Over the years, I’ve continued to learn and grow, both on the job and through various training courses. I have gained qualifications in Dementia, Mental Capacity, and Management training, all of which have helped me be the best I can be for those I care for. Outside of work, I enjoy watching hospital dramas and spending quality time with my family. I’m also a keen gardener and have built up a rather impressive collection of garden gnomes and gonks! I also have a funny yet understandable phobia of birds, so you won’t ever find me at Pensthorpe or watching Alfred Hitchcock's "The Birds"!

Hello, my name is Amy, and I work as both a Care Professional and Care Consultant at Heart to Heart Home Care. I have always had strong roots within the local community, having grown up around Reepham and the surrounding areas, where both my own family and my fiancé’s family are also based. You may already know me from Reepham High School, through my family, or perhaps simply from being a fellow school mum within the local community! Being part of such a close-knit area has given me a real understanding of how important trust, consistency, and compassionate support are when it comes to care. I have known Carolyn, Emily, and their family since moving to Reepham back in 2000, as Carolyn was actually my childminder when I was younger! It feels incredibly special to now be working alongside people I have known for so many years and within a team that genuinely cares about both its clients and the wider community. Before joining Heart to Heart Home Care, I worked as a Care Consultant for Home Instead, where my role involved carrying out in-depth client consultations within clients’ homes, taking the time to fully understand their medical needs, routines, preferences, and emotional wellbeing. I was responsible for onboarding new clients, writing detailed and tailored care plans, supporting new enquiries, and working closely with GPs, community nurses, social services, and other healthcare professionals to ensure joined-up, person-centred care. I also provided out-of-hours escalation support, carried out care visits when required, and supported care professionals by sharing detailed client information to ensure continuity, safety, dignity, and reassurance at all times. Prior to Home Instead, I worked as a Teaching Assistant and Nurture Room Practitioner at Reepham Primary School, where I supported children with social, emotional, and mental health needs. This role taught me so much about patience, empathy, emotional wellbeing, and the importance of creating a safe and supportive environment for people during difficult or uncertain times. I worked closely with families, external agencies, and professionals to help children feel understood, valued, and supported every day. Earlier in my career, I spent many years working within my family’s businesses, Butler & Castell and Reepham Antiques, where I worked as both Office Manager and Showroom Manager. Growing up around family-run businesses taught me the importance of community, trust, hard work, and building genuine relationships with people. Over the years, I developed strong organisational and people skills while supporting customers and helping the businesses run day to day. Since joining Heart to Heart Home Care, my role has allowed me to support clients both out in the community and within the office team alongside Carolyn and Emily. Alongside providing care visits, I help carry out detailed client consultations and support the creation of tailored care plans that truly reflect each individual’s needs, wishes, routines, and preferences. I also help review and update clients’ care plans daily to ensure information remains accurate, personalised, and responsive to any changes in needs or circumstances. I work closely with healthcare professionals, families, and care teams to help ensure every client receives the very best support possible. One of the most rewarding parts of my role is helping people feel reassured, listened to, and cared for during what can sometimes be overwhelming periods of change. I take great pride in supporting both clients and their families and helping to provide care that is compassionate, respectful, and centred around the individual. One of the things I love most about working in care is the relationships you build along the way. Every person has their own story, experiences, and personality, and it is a privilege to be trusted to support them and their families during important moments in their lives. I believe care should always be delivered with dignity, kindness, patience, and respect, and I am proud to work within a sector where compassion and community truly matter. Outside of work, I enjoy spending time with my family, gardening, cooking, and baking, as well as trips to the theatre with my daughter and watching my son play rugby. I also love watching cooking programmes — especially the The Great British Bake Off — and often challenge myself to recreate the showstoppers at home. I am always the one responsible for baking my family’s birthday cakes! I also have a great love for antique furniture, something I inherited from my father, so I am often on the lookout for a beautiful piece to add to our collection at home.

Hello, my name is Emily, and I have been an Office Manager at Heart to Heart since January 2018. My journey before joining Heart to Heart Home Care was anything but conventional! I began by studying Photography and Digital Media at Anglia Ruskin University in Cambridge before embarking on an incredible adventure - purchasing a round-the-world ticket and backpacking through South East Asia, Australia, New Zealand, and South America. I was set to work as a photographer on P&O Cruises but, in a twist of fate, met my husband just a few weeks before being accepted onto their Caribbean cruise line. Instead of setting sail, I embraced the work opportunities available during the recession, which led me into the fields of Training and HR at May Gurney. Alongside this, I ran my own business, Woodrow and Cook Photography, and continued in these roles until I had my son, Alfred. Unexpectedly, my mobility started to decline, and with Alfred refusing to sleep, I turned to my mum, Carolyn, and kindly asked if she could pay me to help out in the office. Over six years later, I’m still here - and loving it! I never imagined myself in the care sector and, like many, assumed the role mainly involved personal care, meal preparation, and the occasional game of Scrabble. However, I quickly discovered just how much more there is to it! Working in care requires expertise in countless areas, from conducting thorough health and safety assessments (similar to those of Norfolk Fire & Rescue Service) to mastering Moving & Handling techniques akin to those of Occupational Therapists. I have developed knowledge in medication management, nutrition & hydration, dementia, diabetes, skin, oral health and more. With increasing pressures on the NHS, care assistants are taking on more clinical roles, often needing to act swiftly to support primary care teams with diagnoses, observations, and treatments. We follow a strict compliance system and receive fantastic support from Norfolk & Suffolk Care Support. We also strive to give back to the community, raising funds for causes such as Multiple Sclerosis, Ovarian Cancer, Alzheimer's and Norwich Homeless Support. During my time with Heart to Heart, I have learnt an incredible amount and continue to learn something new every day. I never miss an opportunity to expand my knowledge through training courses offered by Adult Learning, NHS Norfolk & Waveney, Skills for Care, and Norfolk Careers. One of my proudest achievements so far has been completing the Level 4 Aspiring Managers course. Currently, I’m taking a break from higher education to retake my Math's qualification with Adult Learning—surprisingly, I’m enjoying it! I love travelling, and since having Alfie, we have explored various European countries, particularly around the Mediterranean. Every trip involves plenty of snorkeling. As I recover from hip correction surgery (PAO), I have temporarily packed away my camera equipment. These days, I spend most of my free time in the gym, swimming pool, or enjoying precious moments with family and friends.

Hello, I'm Karen, and I’ve been a Care Professional with Heart to Heart Home Care since November 2023. My journey to joining this amazing team is a little unique, and I’d love to share it with you! Before moving back to the UK, I spent five wonderful years living in France, where I ran my own business called Les Hirondelles Kennels. It was a rewarding experience, but in August 2023, I decided to return to Taverham to be closer to my family. I felt it was the right time to support my dad, who has cardiovascular dementia, and help care for him. As well as being a mum to my lovely teenage daughter, Emma, who is currently studying in sixth form at Notre Dame, I’ve always had a strong desire to help others. That’s why I chose to join Heart to Heart Home Care - a family business where everyone is treated like part of the family. I absolutely love my role, as each day brings something different, and the clients I work with are all truly wonderful people. It’s a very rewarding feeling to know that I’m making a positive difference in their lives. In my spare time, I enjoy walking my adorable little dog, Sapphire. She’s always by my side, bringing so much joy to my day. I used to be quite active, regularly going to the gym and enjoying a good run, but since I’ve been back in England, I haven’t quite got around to starting again. Hopefully, I’ll get back to it soon! I'm really grateful to be part of such a supportive and close-knit team here at Heart to Heart Home Care. It feels like a family, and that’s one of the many reasons I enjoy being here so much. I look forward to continuing my journey, helping and supporting others, and making a real difference in the community.