When Directors Kelly O'Connor and Jack Baker took over Patience Healthcare North East Ltd in 2023, they knew they had a challenge ahead. The care service, which specialises in supporting BAME groups, was rated ‘Requires Improvement’ by the CQC and needed strong leadership, trust, and a lot of hard work to turn things around.

But what they found in the team was something extraordinary.

From day one, the 73-strong team welcomed Kelly and Jack with open arms and a willingness to grow. Despite being led remotely from hundreds of miles away, the staff showed resilience, dedication, and an incredible commitment to improvement. They embraced new ideas, communicated honestly, and worked tirelessly day in and day out.

Thanks to their efforts, Patience Healthcare North East is now rated ‘Good’ across all areas of CQC inspection, a huge achievement for any care provider, and even more impressive given the circumstances.

To recognise this exceptional turnaround, Jack and Kelly nominated their team for a Pollard’s Promises gift, and we were delighted to send them a well-earned hamper full of sweet treats and chocolate.

“Thank you so much for the lovely hamper, we have all worked so hard. We love working with Jack & Kelly, Patience Healthcare have really turned this place around and we are so grateful to be part of the team. It’s the little things that really help make us feel appreciated, so thank you.”

At Pollard’s Promises, we believe that recognising care teams like this one, who embody resilience, compassion, and unity, is what our initiative is all about.

💜 Congratulations to everyone at Patience Healthcare North East, your hard work is truly inspiring.