How to Make Your Home Care Customers Happy - Forever! (with Ginny Kenyon)

In this episode of the Home Care Heroes and Day Service Stars podcast, host Ken Accardi sits down with Ginny Kenyon—a veteran home care consultant who grew her agency from the ground up and has since helped launch hundreds of agencies. The conversation, titled "How to Make Your Home Care Customers Happy - Forever!", dives into Ginny’s journey and reveals the secrets behind client-centered care that truly makes a difference in people’s lives.

About Ginny Kenyon and the Podcast

Ginny’s career in home care spans decades, beginning with her success in building a multimillion-dollar agency and evolving into a role as a trusted consultant. With a passion for leaving behind a legacy of lessons learned, Ginny shares the importance of truly listening to clients and tailoring care plans to meet their personal goals. The podcast targets professionals dedicated to enhancing the quality of life for older and disabled individuals living at home.

The Power of Client-Centered Care

A recurring theme throughout the interview is the significance of putting clients first. Ginny explains that while clinical protocols and best practices are essential, they only address the “engine under the hood.” What truly matters is knowing where the client wants to go—understanding their personal goals, preferences, and daily routines. As Ginny puts it, patient-centered care begins by asking: “What is your goal for care?”

Real-Life Success Stories

Ginny recounts several memorable experiences that highlight her approach:

• Frank’s Journey: A patient with severe COPD wanted nothing more than the freedom to get out of his chair and enjoy rides with his wife. Instead of rigidly following clinical guidelines, Ginny focused on what mattered most to him. By introducing a therapist and creating a fun, measurable exercise routine using marbles, Frank was able to reach his goal, even if only for a short period before his health declined.
• Adapting to Individual Lifestyles: In another case, Ginny worked with a diabetic client who struggled with strict dietary rules. Instead of enforcing an unyielding diet, she negotiated a flexible plan—six days on track with a “cheat day”—which led to improved control over his blood sugar levels and a better quality of life.

These stories underscore the importance of listening carefully and aligning care with each individual’s unique desires.

Other great topics covered by Ginny are 1) Tailoring Care Plans Beyond Checklists, and 2) The Importance of Educating Your Staff

Final Thoughts

Ginny Kenyon’s insights remind us that at the heart of every care plan is a person with unique needs and dreams. By starting with the simple yet profound question, “What is most important to you?”, home care professionals can transform the care experience. Listening deeply, tailoring services, and investing in staff education are the cornerstones of client-centered care that makes home care customers happy—forever.

Home Care Heroes and Day Service Stars is produced and sponsored by Ankota - If you provide services that enable older or disabled people to continue living at home , Ankota can provide you the software to successfully run your agency. Visit us at https://www.ankota.com.