At Active Care Group, progress is often measured in moments that may seem small from the outside but represent extraordinary courage, resilience, and teamwork.
In our new online blog series: “Moments that matter across our services”, Scot Smith, Chief Commercial Officer, reflects on powerful moments he witnesses whilst visiting our services across the country – moments that capture the real impact of specialist care and support.
During a recent visit to Rowland House in Surrey, one moment stood out as a powerful reminder of why the work our teams do every day truly matters – read below Scot’s story.
A moment that captured the power of support
On 19 February 2026, I experienced a moment that will stay with me for life, and I wanted to share it more widely.
I was visiting our team at Rowland House in Surrey. Rowland House is one of our specialist adult mental health residential services providing rehabilitation, care and support to vulnerable people with complex mental health conditions.
During the visit, something happened that perfectly captured why the work we do truly matters.
I met a gentleman who now lives at Rowland House. Before COVID, he had a simple but meaningful daily routine: walking to his local shop to buy his favourite snacks. When restrictions were introduced, that routine disappeared. Over time, staying indoors became his “new normal”, leading to increased isolation and severe agoraphobia.
Rebuilding confidence after that level of withdrawal is not quick or linear. It takes patience, structure, and unwavering care.
Rebuilding confidence through specialist support
Through consistent collaboration with Active Care Groups’ Positive Behaviour Support (PBS) team, the introduction of reinforcement strategies, visual supports, structured preparation, and team-wide PBS training, we began to see gradual but powerful change. Trust was built, engagement increased, and acceptance of support improved.
The moment everything changed
Then came the moment. 🌟
While I was in the office, there was a sudden shift in energy. Quiet excitement. Smiles. Whispered encouragement. I was gently directed to observe.
This gentleman was standing at the front door, hand on the handle. He paused. Then he pressed it down, opened the door, and walked out with support staff by his side. Holding his own money. Returning independently to his local shop to buy the snacks he loves.
On the surface, it may seem like a small act. It was however, an extraordinary demonstration of courage, resilience, and the power of consistent, compassionate support.
Moments like this remind us that rehabilitation and recovery are not defined by grand gestures, but by restoring independence, dignity, and confidence – one step at a time.
Recognising the team behind the moment
A special acknowledgement to the exceptional team at Rowland House, led by Vicki McNally including:
- Hannah Webb – PBS Team
- Karen Lorimer – Maybo Trainer
- Innocent Chima – Support Worker
- Abigail Adepoju – Support Worker
I could not be prouder of everyone involved – this is why we do what we do.
Moments like these are a powerful reminder that recovery and rehabilitation are built step by step – through patience, trust, and the dedication of multidisciplinary teams working together to support every individual’s journey.
Across Active Care Group’s services, these moments happen every day. They reflect the expertise of our teams and the resilience of the people we support.
This is what “Moments that matter” is all about.
Continue to monitor the news section on our website or LinkedIn channel for next month’s blog with Scot.
To also discover more about Rowland House, please click here.