Exploring the difference made by Support at home 35 5 Implications 5.1 conclusions The research study highlighted that the major area of impact of the British Red Cross support at home service is the enhancement of service users’ quality of life. The impact of the service is greatest for those who report need – that is, a lack of capacity in the areas supported by the service – highlighting that we should clearly target our resources to people and places where need is indicated. The support provided is characterised by a strong sense of trust by service users in the Red Cross name (and, therefore, in its staff and volunteers), alongside a compassionate, caring, non- judgemental, time-flexible and “person-enabling” approach. Service users in the study attest to the impact of this approach on their own wellbeing. These are the Red Cross’ strengths and should be central in any national shaping and marketing of the service.