Going Above & Beyond When Providing Care

Recently, Right at Home honored 13 individuals who exceeded expectations in fulfilling the company’s mission to improve the quality of life for its clients. Kay Tau, a Right at Home caregiver in Palo Alto, California, was recognized as the company’s National Caregiver of the Year.

According to Right at Home, Tau stood out among more than 19,000 caregivers for her ability to create impactful experiences unique to the person in her care.

Tau’s caregiving goes beyond the basic support some might expect. Right at Home said she’s known for creating moments of comfort and joy in challenging circumstances. For example, she transformed a client’s space into a soothing retreat during a sudden health decline, created a hospital room birthday party and surprised clients with fresh-cut flowers and chocolates. When one of Tau’s clients was diagnosed with COVID-19, she canceled her own birthday plans and boarded a flight to be by their side.

“Her actions aren’t just thoughtful, they’re extraordinary, and they embody the true spirit of caregiving,” Right at Home said.
We asked Tau what led her to be a caregiver and what pushes her to go the extra mile in caring for clients.

HomeCare: When did you know being a caregiver was what you were meant to do?

Kay Tau: I didn’t set out to become a caregiver. My background was actually in concrete construction. Years ago, a friend asked me to cover her caregiving shift while she was on vacation, and honestly, I was terrified at first. But from that very first day, something just clicked.

My beloved late mother was the perfect example of what it truly means to care—with love, selflessness and quiet strength.
Growing up in New Zealand, I watched her care for my grandmother whenever she came to visit us from the islands. I remember the small ways I tried to help—bringing my grandmother food, brushing her hair or massaging her feet. At the time, those simple acts were the extent of my caregiving skills.

My mother was a teacher by profession, but her greatest calling was advocating for others. She gave freely of herself—always serving, always helping—never expecting anything in return. It brought her deep joy. For her, caring for others wasn’t a job or a duty; it was simply a way of life.

As I covered more shifts for caregiver friends and relatives, I realized this type of work wasn’t just a job. It was meaningful, purposeful work where I could be fully myself while making a real difference in someone’s life—and feel true joy.
Those first few experiences felt like coming home. They showed me caregiving wasn’t just a job I could do well. It came naturally to me, and I truly enjoyed it. I knew then it was what I was meant to do.

HomeCare: How would you define the spirit of caregiving?

Kay Tau: To me, the spirit of caregiving is patience in your actions, kindness in your words and heart in your intentions. It is selfless compassion in action—being fully present with someone in their most vulnerable moments, meeting their needs, uplifting, honoring and preserving their dignity and humanity.

It’s about being professional, dependable, proactive and conscientious and going above and beyond at every opportunity.
Caregiving is a sacred form of service, carried out with quiet strength, empathy and integrity, even when no one notices.
The true spirit of caregiving leaves a lasting legacy of love and service, blessing and enriching the lives of those we care for as well as our own.

HomeCare: What is your thought process when you’re thinking of ways to go the extra mile for your clients?

Kay Tau: Each day, I always ask myself, “What can I improve or do to bring my client a tiny bit of happiness?” I think about who they are beyond their age or health challenges—what brings them joy, comfort and a sense of being valued and safe. Going the extra mile is about knowing what will light up their spirit—not just in that moment, but every time they think about the things you’ve done for them or the little gifts you’ve given. It’s about creating moments of joy that stay with them and remind them they’re deeply cared for.

I genuinely enjoy doing more than is required, whether it’s extra household tasks or thoughtful touches that make their day brighter. It’s not just about flowers and chocolates. I love giving gifts on birthdays and special occasions, and often just because.

One of my clients collects elephants, so every time I see an elephant figurine in a store, I’m excited to buy it for his collection. I once got him a beautiful blue and white blanket with elephants. He’s now 99 years old and loves watching TV with that blanket over him.

Another client is an avid reader, so I bought her a novelty glass mug shaped like a stack of colorful books … she has it displayed in a very prominent area where she’s able to see it also while lying in bed.

My client had been wearing the same pajamas for a while and I came to find out, it’s because his new ones didn’t have pockets. I researched and bought him new pajamas with multiple pockets, and he was so happy.

This is perhaps my most unusual story: When the creek suddenly overflowed and flooded the entire neighborhood without warning, the water level rose quickly. My client became frantic, anxious and hysterical as the water started backing up toward the sliding doors. My first thought was for his safety—we needed to leave the house while we still could, because it was an unknown situation, and I didn’t know if the flooding would stop. However, my client was adamant he didn’t want to leave his house. Since every second was important and my boss was unavailable to make a decision, I took the initiative. To ease my client’s anxiety and protect his beloved home, I borrowed a shovel from the next-door neighbor and quickly dug a trench to divert the water away from the house. My client was so thankful and relieved that I acted quickly to keep his home safe. …
I love visiting Maui and often talked with one of my clients about how beautiful the island is, especially its amazing, fragrant flowers. For her 100th birthday, I made a special trip to Maui just to pick fresh pua kenikeni flowers (they smell heavenly!) and help make the leis myself. I flew back the very next day with them.

I am Tongan, and in our culture, it’s tradition to give fresh flower leis as a symbol of love and respect. We give them on special occasions to honor those we care about.

My client was deeply touched that I flew to Hawaii just to get the leis for her. Her family was astonished and said, “Kay, who does that? No one.”

I decorated her dining room and got her a big birthday cake with “100” on it to mark such a huge milestone. I gave her a few extra gifts to mark the occasion. It meant so much to her and her family to see her honored in such a thoughtful and beautiful way.

But it really doesn’t take grand gestures to put a smile on someone’s face. It’s the countless small things I do each day to brighten my clients’ lives that matter most. Even the tiniest acts of kindness can make their day.

Those moments are so special. Their impact lasts far beyond that day—it stays with them, and with me too.

HomeCare: Why do you think caregivers should go that extra mile for their patients?

Kay Tau: Caregivers must go the extra mile because it turns caregiving from just a task into something truly meaningful. It reminds clients they’re valued as people, not just cared for physically. It builds trust, brings joy and creates moments that uplift both the caregiver and the person receiving care.

When we take those extra steps, whether it’s a kind word, a small thoughtful gesture or simply listening with our full attention—we remind them they’re not just clients or patients. They’re people with stories, loves and dreams. Going above and beyond brings dignity and meaning back into their lives.

I’ve read that when caregivers go the extra mile and really engage with their clients, it leads to better health outcomes and fewer hospital visits. Patients feel more satisfied with their care because they feel respected and seen.

And honestly, it goes both ways. Doing more than what’s required gives us, as caregivers, a sense of purpose and fulfillment, too. It makes our work so much more rewarding when we know we’re making a real difference in someone’s life. In the end, that’s what caregiving is truly about—showing up with genuine care, giving the best of ourselves every single day to improve the quality of life for those we serve.

HomeCare: How could agency owners motivate their caregivers—or what supports could they provide—to allow care providers like you to go the extra mile?

Kay Tau: Agency owners can motivate caregivers by genuinely listening to them, recognizing their efforts and providing flexibility and emotional support. Caregivers thrive when they feel valued, trusted and supported.

I feel so fortunate to work for Right At Home … I’m so grateful for my Peninsula, California, Right At Home team. My incredible bosses, Gulraj and Amri Shahpuri, are truly hands-on and deeply supportive, and the whole office team are just amazing! They work so hard to make us feel valued. They never miss birthdays or holidays, and those small gestures mean so much. Because they care for us, we’re empowered to care even better for our clients. Feeling ‘Right At Home’ really makes all the difference.