Paramedic Jeremy O’Donnell loved his job but not the weekend work, night shifts, Christmas rosters and missed birthday celebrations.
“I got burnt out in Covid, and I didn’t think I could handle all the night shifts as I got older,” he says.
So he knew it was time to harness his entrepreneurial spirit and fulfil a long-held ambition – run his own business.
Jeremy wanted to stay in healthcare, and he spent two years researching different options.
“And home care kept coming up as a possibility. I knew from my own experience there is a big need for care in the community. I saw it as a great opportunity to help people, and to start my own business.”
Jeremy says he was particularly drawn to Right at Home because the focus was clearly on delivering high quality care, rather than making money.
“Obviously profit is important, but the goal is to provide good quality standard care. And Right at Home offers in-home nursing, which appealed to me.
“I researched other providers as well but Right at Home kept ticking the boxes.”
Right at Home RightStart program
The business has a RightStartTM program which helps potential franchisees make the right decisions about purchasing a business. It also sets them up for success with ongoing support.
The program starts in the due diligence process, guiding franchise buyers through the steps to take so they can make an informed decision.
“They want you to check on customers, and the service skills of competitors in your chosen territory,” explains Jeremy.
He and his wife Sarah also attended a Discovery Day in Queensland. This was an opportunity for the couple to meet head office staff and find out more about the business. The O’Donnells also received contact details of other franchisees.
“The idea is to find out the negatives as well as the positives before you purchase,” says Jeremy.
Once the couple had gone through the contracts and signed up to their territory, there was a two week intensive training course.
“There is so much to learn, and it’s important to read the policies and procedures. Head office is very supportive.”
Right at Home program provides peer insights
The 12-month start-up program is headed up by the RightStartTM manager who is in charge of business development. Once on board, new franchisees can discuss their experiences and share learnings in weekly Teams meetings.
“As a new business owner you really feel supported. You get to know other franchisees. As the Right at Home Southwest Victoria franchisee, we’re the first in the state, so this is an important way to connect,” Jeremy says.
At the end of the 12 months, the office must have reached certain benchmarks, including of course compliance.
“We will get a business and compliance audit, then a RightStartTM field visit from the master franchisees.”
Over two days the CEO will review the graduating franchisee’s progress and set new goals.
Customer service key to growth
Jeremy says customer service was the key to opening up a brand new area.
“The business has been busy from the first day. We started from scratch, and we have been inundated with clients. This is a regional area, so word of mouth is important.
“I also spoke to a lot of aged care facilities, local councils and NDIS registered companies.”
Jeremy also recruited well, employing office staff, including a scheduler, and Registered Nurse care coordinators.
“The major reason for an RN care coordinator is for quality and standards. It is invaluable to have staff qualified to dispense medications and experience dealing with complex clients.
“I’d rather invest in staff to create a good quality standard business and deliver great service and the rest will follow,” he says.
Rapid growth in first year
“We have employed nearly 40 carers in nine months, and now have about 150 clients, both short and long term. There was a very consistent, rapid incline of carers and clients.”
There is huge potential for growth, Jeremy says.
“Our territory has a radius of two hours. Our central office is in Warnambool and we’ve only tapped into the surrounds. We have clients and carers an hour away.”
Long term he would like to service the whole territory and have satellite offices, perhaps buy a second territory.
Ten months as a Right at Home business owner and on the RightStartTM program and Jeremy is convinced he made the right move.
“I love it. I work very hard but there are plenty of positives. Now I can leave at 5pm and be with my kids, and work from home. Or I can take an hour out of my day to attend school sport, my kids can come in and say hello.
“You have to be passionate to be a Right at Home franchisee but it is such a rewarding role.”