Leading with Heart: An Interview with Louise Arnold, Managing Director of Peninsula Care Homes
Q1: What inspired you to join the family business over 20 years ago, and how has your role evolved since then?
I grew up in a family where helping others was just part of everyday life—whether it was elderly visitors joining us for Sunday tea or supporting local charities. Having worked for several companies, I jumped at the opportunity to join my parents in Devon and eventually join Peninsula Care Homes.
I particularly loved working with my father and had the utmost respect for his career. He had a wonderful way of conveying so much with just a look, and it’s an honour to carry on his legacy while having the next generation now at the helm. One thing I’ve learned over the years is the importance of taking time to celebrate successes.
Growing up, we were always striving for the next goal, but sometimes it’s just as important to pause and celebrate the now. Over the past 20 years, my role has evolved from day-to-day operations to leading and shaping our vision for the future. But at its core, my goal has always been the same: making sure our homes feel homely, welcoming, and full of kindness.
Q2: How did your upbringing and family’s involvement in charity and community work shape your approach to running care homes?
Those early experiences and attending boarding school taught me that care is personal—it’s about making people feel valued and part of a community. That’s exactly the atmosphere we strive to create in our homes. We don’t just provide a service; we build connections and treat residents like family.
Q3: How has traveling the world and teaching English in Japan influenced your leadership style and care philosophy?
Living abroad opened my eyes to different cultures and ways of connecting with people. In Japan, while I learned a little Japanese, I had to become very resourceful in my communication style when words weren’t always an option. That experience taught me how much connection relies on empathy, patience, and creativity—skills that are invaluable in care. It also gave me a lifelong appreciation for learning, which has shaped how we continuously improve our services.
Q4: You’ve completed several qualifications in dementia care and business development—how have these helped you improve the way your homes operate?
I believe good care comes from understanding people deeply. I am trained in Neuro Linguistic Programming, which helps with communication. My qualifications in dementia care, including Montessori training for the elderly, dementia mapping with the University of Bradford have helped us create environments where residents living with dementia feel safe, supported, and independent for as long as possible. The business growth courses, like my time at Cranfield University, have allowed me to grow the company responsibly, ensuring that even as we expand, we never lose that personal, family-run touch.
Q5: As a mum and with your partner working in the business, how do family values influence the culture of your care homes?
Family is everything to me, and as a mum, I know firsthand what it’s like to balance work with being a parent. My partner and I both regularly visit our mothers, and my own grandmother lived at Parklands for a while, so I’ve experienced life as both a care provider and a family member. That’s why we work so hard to create a homely, welcoming atmosphere in every one of our homes. Our teams treat residents as they would their own grandparents or parents—it’s a culture built on compassion and respect.
Q6: What makes you most proud when you read positive feedback from residents and families about your team?
Those messages are honestly the best part of my job. Hearing that we’ve helped someone recover after an operation or made a difference in their final chapter means the world to me. It’s a reminder that all the hard work and dedication from our teams truly changes lives.
Q7: What’s your vision for the future growth of your care homes in Devon?
I want us to continue growing in a way that feels true to who we are—a trusted, family-run care provider. That means opening more homes across Devon while keeping the same warmth, attention to detail, and strong sense of community that our current homes are known for.
Q8: In your view, what makes your care homes stand out compared to others in the area?
It’s the people. Our staff genuinely care and go above and beyond every single day. We’re not a faceless organisation; families know us personally, and that connection makes all the difference.
Q9: Can you share a particularly touching story or moment from the homes that has stayed with you over the years?
There have been so many, but one that always stays with me is when a resident who had been with us for many years passed away peacefully, surrounded by our team. The family said they felt like we’d become part of their own family—that’s the kind of care and connection we strive for.
Q10: Outside of work, you love Japanese cuisine and reading—how do these passions help you bring balance to your role as Managing Director?
Cooking and enjoying Japanese food remind me of my time living abroad—it’s grounding and keeps me connected to that part of my journey. Reading has always been my way to relax and keep learning. It gives me space to reflect and return to work with fresh ideas and renewed energy.
Closing:
“Looking ahead, my vision is simple: to continue growing homes where residents feel truly cared for and families have peace of mind. It’s an honour to lead a team that shares these values and makes a difference every single day.”