Walfinch Chiswick, Hammersmith & Kensington – Britannia House Suite 610-611, 1-11 Glenthorne Road, London, W6 0LH

Roxy Visser

Operations Director

Roxy Visser brings extensive experience in the care sector, having held leadership roles with respected providers before joining Walfinch Chiswick, Hammersmith & Kensington. As Operations Manager, she oversees all aspects of service delivery, supporting both carers and clients to ensure high standards and continuous improvement. Known for her organised, compassionate, and solutions-focused approach, Roxy plays a central role in onboarding and supporting families, while ensuring the team has what it needs to excel. Her empathy, communication skills, and commitment make her an invaluable asset to the branch. Outside work, she enjoys running and spending time with her husband and their dog, Indi.

Walfinch home care Chiswick, Hammersmith & Kensington, whose carers help people to thrive in their own homes, has won an award for excellence in compliance. Compliance with care regulations is vital, but while some may see it as just a box-ticking exercise, Tanya Santos and her team at Walfinch home care recognise its power to deliver ever-improving care. Tanya says: “Regulatory compliance presents an opportunity for continuous learning and improvement. Once the skills are learnt, and put into practice daily, they soon become integral to the way our carers operate – and we are always using compliance as the basis for constant service improvement.” This proactive approach works: Tanya, Managing Director at Walfinch Chiswick, Hammersmith & Kensington, and her team won the award for the quality and consistency of their compliance. The award cites their: Exemplary performance metrics: the team regularly achieves the highest compliance rate in the network on both carer and client files. This reflects a rigorous approach to documentation, quality checks, and adherence to regulatory standards. Commitment to carer training and recruitment: proactive training and recruitment practices ensure that carers are not only well-trained but also equipped to deliver exceptional care. The emphasis on ongoing development supports carers in maintaining compliance and high-quality service delivery. Adherence to policies and procedures: the team follows all policies and procedures to the letter, fostering a culture of accountability and precision. Proactive upskilling on legislation: the team stays ahead of the curve by continually educating themselves on legislative updates, ensuring that their practices meet or exceed all current regulatory requirements. “This combination of proactive strategies and exceptional execution makes the Chiswick, Hammersmith & Kensington branch a standout in our network and a role model for compliance excellence,” says Walfinch Compliance Manager Amanda Keeler. “This award is a testament to Tanya and her team’s hard work, dedication, and unwavering commitment to delivering care that is both compassionate and compliant.” Tanya was included in the Home Care Insight Power List 2024 in the Care Innovators section, for the Walfinch Wellness initiative, resulting in a 35% improvement in client health and a 45% increase in staff job satisfaction, and Walfinch Chiswick, Hammersmith and Kensington were named among the top 20 home care providers in their region by home care review website homecare.co.uk. Amrit Dhaliwal, CEO of Walfinch home care, says: “The Walfinch home care franchise uses systems to gather data on compliance, which helps ensure that all of our franchisees are meeting the standards set by the care regulators – but our philosophy goes further than that. “We expect everyone in Walfinch to understand that compliance is a state of mind, that informs everything we do, and inspires constant improvement in our care services. .“Outstanding compliance is something to shout about, which is why we presented this award to Tanya and her team, and why we are proud to publicise it.”

Operations Administrator

Nicole Jacobs is the Operations Administrator at Walfinch Chiswick, Hammersmith & Kensington, where she supports recruitment, onboarding, compliance, and the smooth running of daily office operations. With a background in hospitality, she brings strong people skills and organisational expertise to the role. Nicole also contributes to digital marketing and compliance audits, combining creativity with attention to detail. Dedicated and versatile, she plays a key part in supporting both staff and clients. Outside of work, Nicole enjoys outdoor activities with her children and expressing her creativity through painting and sketching.