Welcome back to our newsletter series: ‘Meet the Speaker’ where we’ll be interviewing members of our speaker line-up for Care Show London 2026. It’s a chance to get to know the experts behind all the real insights, experience, and guidance presented at the show, and grab a glimpse of the programme for the upcoming show!  

This month, we’re meeting Katy Hague, Chief of Staff at Crystal Care Collection (formerly Oyster Care Homes). Winning a place in Care Show’s Thirty Under 30 Awards in October earlier this year, Katy will be speaking at Care Show London (29-30 April 2026) on a panel session around the challenges within recruitment and retention in the sector.  

 

Can you tell us a bit about your background and how you got started in the care sector? 

My career originally began in aviation, working as Cabin Crew for British Airways. It was a truly customer-focused role that I loved, and it taught me the value of delivering exceptional service. I wanted to take that same commitment to first-class customer service and apply it in a setting where my “customers” were the people I worked alongside. 

From there, I transitioned into a HR role within the property sector, later moving into training and then operations. Over time, I realised I wanted to bring together the skills I’d developed and use them in a sector that aligned more closely with my personal values. 

With family and friends working in the care sector, I saw firsthand the significance of their work, the passion they brought to it, and the incredible dedication required to provide the best possible care for Residents. I also became aware of how much appreciation and recognition they truly deserve. All of this inspired me to pursue a role in the care sector myself, leading me to where I am today. 

 

What did it mean to you to be a winner in Care Show's Thirty Under 30 Awards?  

Winning a Care Show Thirty Under 30 Award was a significant achievement and a real milestone in my career. As someone still relatively new to the sector, it felt like a genuine privilege to be recognised alongside such inspiring and talented young care professionals. 

 

What’s the focus of your panel session at this year’s conference, and why is this topic important right now? 

My panel session will focus on the ongoing recruitment and retention challenges within the care sector, two areas that sit at the heart of my current role. This topic is especially important right now because the sector is still grappling with the mainstream media’s often negative portrayal of care. Overcoming this stigma remains a significant barrier when attracting people into the profession. 

At Crystal Care Collection, our people are our foundation. We’re deeply grateful for everything they do for our Residents, their families, and the wider community. For us, successful recruitment begins with attracting kind, compassionate individuals who are eager to learn and grow. Equally, effective retention relies on ensuring our teams feel recognised, heard, and genuinely valued. 

 

Have there been any recent developments in recruitment that you find particularly exciting? 

At Crystal Care Collection, we’re always eager to embrace innovation, and one recent development I’m particularly excited about is our partnership with Zinc, launched in Spring 2025. This collaboration has allowed us to streamline and modernise our onboarding process. It not only reduces administrative pressure on our teams but also creates a more efficient, electronic, candidate-led journey. From right-to-work checks to DBS and referencing, everything is completed in one place and consolidated into a single final report, which also strengthens the management of personnel files and enhances GDPR compliance. 

 

What’s one misconception about recruitment that you often encounter, and how do you address it? 

A common misconception about recruitment is that it’s simply about posting adverts and scheduling interviews. In reality, our recruitment team operates as true 360, end-to-end recruiters. They not only manage advertising, screening, and interview coordination, but also prepare contracts and offer documentation, guide candidates through their onboarding journey with Zinc, and confirm start dates. 

They play a vital role in ensuring our homes are safely staffed with high-quality candidates and that we remain consistently ahead of staffing needs. There is never a quiet day for the team, they work incredibly hard, and the recognition they deserve cannot be overstated. 

 

How do you continue learning and evolving in your practice? Are there any books, courses, or mentors that have influenced you recently? 

I’m a self-confessed geek when it comes to my work, I love non-fiction self-development books, and I regularly listen to podcasts from leaders across a range of sectors and seniority levels. I firmly believe that every day is a school day, especially in a leadership role. 

I’m always looking for opportunities to upskill, whether that’s through feedback from my direct reports, our directors, or colleagues across the wider organisation. I also make a point of staying up to date with employment law and legislative changes through online forums and newsletters. All of this helps me continue evolving in my practice and ensures I’m constantly learning and improving. 

 

What do you enjoy most about working in this field? 

That’s an easy one, our people. I’m continually amazed by the compassion our teams show, the hard work they put in, and their willingness to go above and beyond for our Residents. I have immense pride in our teams and deep admiration for the dedication they bring to their roles every single day. 

 

Outside of work, how do you like to unwind or recharge? 

Fitness is my favourite way to unwind, and what that looks like changes day to day. I don’t follow a strict routine, I simply try to move in whatever way feels good. Sometimes that means a gentle yoga and meditation session to stretch out after a long day at my desk and quiet the mind; other times it’s a high intensity weightlifting workout that leaves me feeling strong and empowered ready for the day ahead.  

I also love a good bubble bath, spending quality time with loved ones, and escaping to the sunshine on trips abroad whenever I can.