Cared for by the people who truly knew her

For Edyta Merena, finding the right care for her daughter Natalie was never simply about arranging support hours. It was about trust, safety, understanding and the precious reassurance that her daughter would be cared for by people who truly knew her.

Natalie, now 11, lives with complex needs following a life-changing illness when she was seven. After being admitted to hospital with a high temperature and rash, she was later diagnosed with autoimmune encephalitis and developed FIRES, a rare and drug-resistant form of epilepsy. The impact on Natalie and her family has been profound. She experiences seizures, has short-term memory difficulties, impaired speech, anxiety, incontinence and a feeding PEG, and she requires careful, attentive support throughout the day.

Caremark Leeds and Bradford began supporting Natalie around 18 months ago, following involvement from social services. For Edyta, who is raising two disabled children on her own, that support has become far more than practical assistance. It has given the family something they had struggled to find elsewhere: consistency.

“Since Caremark became involved, everything has changed,” explains Edyta.

A different kind of care

Before Caremark, Edyta says the family had experienced uncertainty, last-minute cancellations and the emotional strain of not knowing whether the support they depended on would be available. The impact was not just logistical; it affected her wellbeing and left her feeling as though she was constantly managing crisis after crisis.

Caremark’s arrival marked a turning point. Edyta describes feeling listened to, respected and supported. Requests are responded to quickly, problems are taken seriously, and the team understands that for Natalie, familiarity is not a preference but a vital part of safe, effective care.

“For the first time in a long time, I feel listened to, respected, and supported. I feel that my family matters,” adds Edyta.

That sense of being understood is particularly important because Natalie can become anxious when supported by unfamiliar people, and anxiety can trigger further seizures. By listening to Edyta and recognising Natalie’s need for routine, the Caremark team has helped create calmer, safer days.

Meet Millie

One person who has made an extraordinary difference is Millie, Natalie’s regular carer. Edyta speaks about her with deep affection and gratitude, describing the rare comfort of being able to leave the house knowing Natalie is safe, happy and genuinely cared for.

Edyta says: “When Millie is caring for my daughter, I can leave the house knowing she is safe, understood, and cared for with genuine compassion. That level of trust is priceless.”

Millie’s care is practical, attentive and personal. She checks Natalie’s needs for the day, supports her with food and fluids through her PEG, plays with her, takes her outside, monitors important details such as bowel movements and seizures, and passes on information clearly so Edyta knows what has happened and what may need attention.

But what stands out most is the relationship Millie has built with Natalie. Despite Natalie’s short-term memory difficulties, she recognises Millie and remembers her name. For Edyta, that bond speaks volumes.

Edyta says she has met many carers, but Millie is exceptional. Her patience, warmth and consistency mean Natalie is not simply supervised; she is known. That distinction is where the power of care becomes visible. It is not only about completing tasks, but about noticing, remembering, reassuring and building trust over time.

“She is like part of the family now,” says Edyta.

Going above and beyond

Edyta is equally grateful for Shamie, whose responsiveness and determination to help have transformed how supported the family feels. When other care arrangements fall through, Edyta often finds herself trying to prevent a domino effect of cancellations and disruption. In those moments, Shamie’s willingness to act quickly has made a real difference.

“Nothing ever seems too much trouble for her. She treats every concern with kindness and urgency,” she says.

Edyta recalls contacting Shamie at short notice when another provider was unable to help. Rather than simply saying nothing could be done, Shamie looked for a solution, understood the importance of sending someone familiar, and helped arrange support that protected Natalie’s routine.

For families supporting children with complex needs, this kind of responsiveness is not a small courtesy. It can change the whole course of a day. It can reduce anxiety, prevent escalation and give a parent the reassurance that someone is standing beside them.

The wider impact on family wellbeing

Caremark’s support has helped Natalie, but it has also helped Edyta. The emotional pressure of caring for a child with complex needs can be relentless, especially when support is unreliable. Care that is dependable and compassionate gives families space to breathe.

“I cannot even stress how much this means to us as a family,” she says.

Edyta describes the relief of knowing that Natalie is safe with someone who understands her. That peace of mind has reduced the constant worry she once carried and given her greater stability during demanding periods such as the school holidays.

She adds: “Your support has not only helped my daughter, but it has also improved my own mental health by reducing the constant worry and uncertainty that I used to experience.”

In a sector where recruitment, retention and recognition are national challenges, this family’s story is a reminder of the difference one committed team can make. Care, when delivered with consistency and humanity, does not just fill a rota. It restores confidence, protects dignity and gives families hope.

Edyta has formally nominated both Shamie and Millie for staff recognition, saying they consistently go beyond what is expected and represent the very best of care. She wants them to know how much their work matters, not only to Natalie but to the whole family.

Recognising the people who make care meaningful

“They don’t just provide care—they bring reassurance, dignity, hope, and stability to families who need it most,” she says.

Her words capture the heart of this case study. The power of care lies in the human details: a quick reply to a worried parent, a familiar face at the door, a carer who remembers what matters, and a team that understands why consistency can be life-changing.

For Natalie and Edyta, Caremark Leeds and Bradford has provided more than support. It has provided stability, reassurance and hope.

Edyta concludes: “It is rare to find a company that genuinely lives up to the word care, but Caremark certainly does.”

About Caremark Leeds and Bradford

If you, or someone you know, would benefit from our support, please view our home care services in Leeds and home care services in Bradford or call us today on 0113 264 4466.