When Fatema Kapasi opened A Place At Home – Dublin in January 2024, she brought nearly two decades of experience as a physical therapist and a deep understanding of what families need when navigating care transitions. Since opening, she has been named one of the top 50 franchise owners in North America through the 2026 Franchisee Excellence Awards, recognizing franchisees for performance, leadership and community impact.
In this Q&A, Fatema shares how she made the leap from healthcare to franchise ownership, what fueled her early success and why empathy remains the core of her leadership.
Q: What led you from physical therapy into franchise ownership, and what did your early months look like?
A: I started as a physical therapist in 2007, and about a decade ago, I moved into the business side of healthcare. I led business development at Encompass and later became Director of Business Development at an inpatient rehab hospital in Dublin. When the hospital was acquired, my path would have meant going regional and traveling — and I didn’t want that.
More importantly, I’d spent years watching the same challenge play out: patients ready to go home, but families stuck waiting on authorizations, equipment, and support. I saw how often the discharge plan broke down once someone got home. That’s when I realized I could build something that blended my clinical background and my business experience — right here in my community.
Pre-launch was all hands on deck: management software, payroll, office space, and hiring caregivers. I pretty much lived in my car for the first six months. I was constantly out meeting people — nurses, case managers, discharge planners — introducing myself and building trust one conversation at a time. I knocked on many doors, introduced myself everywhere and shared my passion and my vision because that’s all I had at the beginning.
Q: You earned dozens of five-star reviews within your first six months. How did you build trust so quickly, and how does your PT background shape your leadership?
A: From day one, I was clear that etiquette and customer service aren’t optional, they’re part of care. The tone you set in the first call, the first visit, the first follow-up matters. We talk about responsiveness, professionalism, and communication constantly, because that’s what earns trust.
And yes, reviews matter, especially in a market where some agencies have been established for years. Early on, our reputation and the way families felt after interacting with us were everything.
People call caregiving “non-medical, but it’s not un-skilled. There is a lot of skill involved in caring for an individual. And while you can train skills, you can’t teach heart — and I hire for that. I’ve always had that caregiving heart. I’ll jump in any minute to help with a transfer, a shower or toileting. I don’t think twice about it. That empathy comes through, and I think it’s important for any business owner in this field.
Q: Can you share a moment when your team really demonstrated that care-driven leadership?
A: I see examples daily, but one recent moment stands out. One of my patients who has been with me since the very beginning had a fall at night when she was alone and fractured her hip. My caregivers visited her in the hospital and at the rehab facility. They constantly checked in with the office to see how she was doing. When she was preparing to come home, two caregivers took time out of their day to attend a therapy session and get full education from the therapists and nurses. They wanted to know exactly how to support her at home – transfers, pain management, exercises – so her transition would be safe. That’s the kind of care we aim for: personal, prepared, and consistent.
Q: What has been the most meaningful part of being a franchise owner, and how has the system supported you?
A: Ownership can be isolating, and I’ve never felt alone here. If I have a question, someone at headquarters responds quickly, and the owner network is just as strong. When something comes up, there’s always someone who’s been through it and will talk it through with you. I really enjoy being part of a community. I’ve always felt supported at A Place At Home.
Q: What does winning the Franchisee Excellence Award mean to you, and what’s next for your location?
A: I’m grateful for the recognition, but what matters most to me is the impact we’re making. This award belongs to my caregivers and my office team. They’re the reason families trust us.
We’ve grown quickly, from our first caregiver hire to 70 active caregivers in two years, and we expanded by purchasing two additional territories last year. Now we’re focused on doing the fundamentals even better: strengthening our office team, investing in training, and continuing to raise our standing in the community.
Q: A Place At Home was recently acquired by Dovida, a global home care provider. What does that change mean to you as a franchise owner?
A: The more I learn about Dovida, the more optimistic I am. The company has deep experience in home care internationally, and I’m encouraged that they’re investing in this space long-term. If that support translates into stronger training, better tools, and more resources for owners, it helps everyone, especially caregivers and the families we serve. Health care is always changing, so I’m focused on staying adaptable and using any added support to keep raising the standard locally.