Together Issue 2 - Family & Friends Newsletter from Corton House

CORTON HOUSE FAMILY & FRIENDS QUARTERLY

RESIDENTS SAID, WE DID Discover which changes we have made following Resident Workshops on safety and risk.

SALAD DAYS Find out why produce doesn’t get more local than the lettuce served at Corton House!

“I WAS SO DISORIENTATED, AND IT ACTUALLY MAKES YOU QUITE EMOTIONAL.” The lowdown on our staff Virtual Dementia Training Experience.

ISSUE 2 | SPRING/SUMMER 24

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Residents relax in the lounge at Corton House in years gone by.

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Manager’s Letter An update from Jason Parker, our Registered Manager.

Spotlight on... Staff Training Everything you need to know about how we train our staff.

Inside Virtual Dementia Training Find out how an innovative virtual dementia experience moved our staff to tears.

In With the New The latest refurbishment news and our plans for more updates!

Resident Workshops How safe do your loved ones feel at Corton House?

Residents Said, We Did Night Checks, identifying staff and remedies for slippery floors

Dinner at Our Doorstep Growing our own veg, dining FAQs, plus a delicious summer recipe!

Feelgood Factor Our not for profit status, charitable goals and how volunteers support our mission

Activities and Wellbeing Supporting spiritual needs and one to one pastoral sessions.

Directory: General Manager, Tom Greenhill: tgreenhill@cortonhouse.co.uk Registered Manager, Jason Parker: jparker@cortonhouse.co.uk Nominated Individual, Terry Cotton: tcotton@cortonhouse.co.uk Deputy Manager, Debbie Goulding: dgoulding@cortonhouse.co.uk Head of Care, Annette Aldridge: aaldridge@cortonhouse.co.uk Activities & Wellbeing, Maria Widdrington: mwiddrington@cortonhouse.co.uk Chaplain, Rev. Rhonwen Washford: rwashford@cortonhouse.co.uk Head of Catering, Sean Knox: sknox@cortonhouse.co.uk Accounts, Robert Sparkes: rsparkes@cortonhouse.co.uk Administrator, Sophie Edwards: sedwards@cortonhouse.co.uk Marketing & Fundraising, Imogen Bowers: ibowers@cortonhouse.co.uk

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Leave us a review: We really appreciate all your feedback; if you’d like to review us, you can do so on www.carehome.co.uk/submitreview to help other people seeking care.

If your loved one would like to review us and hasn’t already done so, please ask us for a Review Card or pick one up from near the fish tank in the foyer.

Carehome.co.uk may contact you directly to authenticate your review before it can appear on the website.

MANAGER’S

letter Welcome to our second edition of Together, the family and friends newsletter!

“It is so good to have such a full and committed team.”

I am pleased to say our staffing continues to grow and we are and have been in a position where we currently do not need to use agency staff.

It is so good to have such a full and committed team. We have also increased our staffing levels at key times so that we can continue to improve and enhance the care we give to your loved ones.

Please take a look at our staff notice board, which is in the corridor by the dining room, to see and familiarise yourselves with the whole team.

All the staff are signing up to be Dignity in Care Champions, with the ethos of Dignity being at the heart of everything we do.

We have had some fantastic events happen over the past few months, thanks to the activity team in arranging. We even had a rabbit turn up for Easter!

As you may have noticed, the refurbishment is complete other than a few elements which will be finalised soon (curtains, blinds and further signage). We are about to begin on arranging an open event and we will let you know dates and times.

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We are not stopping there! We have agreed some further enhancements for this financial year – if you are curious, take a look at our refurbishment updates on p8.

We have conducted some new Resident Workshops. The first of these have been exploring what makes residents feel safe and unsafe and how we can support them to make informed choices and manage risks – these have proven very insightful, so we are holding more on different topics, including one on Care Plans – you can find out more on p9.

The Care Quality Commission (CQC) have changed the way they will be inspecting services, and we now have to evidence 34 quality statements which includes feedback from residents, relatives, staff and other professionals. With this in mind, you will see we have changed our visiting system and this will provide us with some evidence to show to CQC, so please do take the time to respond the questions and leave any comments.

As always, please remember my door is always open so please don’t be a stranger.

Jason Parker Registered Manager

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Care staff during a fire extinguisher workshop at their Fire Marshal training.

SPOTLIGHT ON

staff training

During our recent Resident Workshop on “Feeling Safe” residents said they would like to know more about staff training. We spoke with Debbie Goulding, our Deputy Manager and in-house Trainer, to find out how we develop our team and ensure best practice in caring for your loved one.

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Does Corton House employ people with no prior care experience?

Do all staff receive the same training?

We do employ people with no prior experience who have the right outlook and transferable skills, because everyone has to start somewhere! They will shadow another staff member perhaps a little longer than someone with prior experience. The number of shadow shifts will depend on how they settle in and their level of confidence.

Training is a holistic process. All staff must undertake the mandatory training demanded by their specific roles, but are also encouraged to take part in additional training to broaden their knowledge. This ensures everyone has an overview of best practice no matter what their role, so that they feel confident in reporting anything that is unacceptable.

These staff members will complete some e-learning and their induction, and will also work towards the Care Certificate which is assessed by observation and involves showing understanding and knowledge.

This is completed over 12 weeks.

It also means staff are able to support other teams when necessary. As an example, the Domestic Team do not provide personal care, but have been trained to use the hoist and inflatable cushion so they can assist the Care Team if the need arises.

New starters working nights will do shifts during the day as part of their induction, to ensure they are able to meet residents for the first time during sociable hours.

While the Care Certificate is endorsed by the CQC and describes the minimum things workers must be able to do, staff are also encouraged to gain further qualifications such as NVQs.

Different people respond differently to various ways of learning. For example, e-learning alone is not for everyone!

Over the last few years, particularly with the pandemic, staff have been completing e-learning and online sessions as it has been more practical. Following staff feedback, we are now holding in-house training as well.

Face to face training can involve mixed groups from the Care, Domestic, and Kitchen Teams which makes for interesting sessions, as everyone sees the Residents from a different perspective. The Kitchen Team often only pop in to Residents or interact with them in the dining room, while the Domestic Team might spend more time chatting with them while cleaning.

The first sessions have been on Infection Control and included the best practice Corton House expects staff to adhere to. Other recent sessions on Moving and Handling have included pressure area care and a focus on how pressure areas begin; again everyone was included for knowledge as they should be aware whatever their role.

Holding the training in-house provides a deeper level of understanding, as participants can refer to specific Residents to illustrate a particular point rather than learning theoretically. There are no confidentiality issues as everyone works in the same place and is familiar with the Residents.

Our staff “Champions” - who have interest and passion in a particular area - will also support and mentor others to ensure that everyone has a good understanding of their chosen topic.

Champions help ensure that everyone adheres to the key core principles in their specific area, which means staff are all working towards the highest standards.

As an example, Care Assistant Harrison is an Epilepsy Champion and has been holding Epilepsy Awareness sessions since last year for all staff.

Care Assistant Keshav tries out the hoist during recent Moving & Handling training

How is training delivered?

Some training is delivered by external providers with a greater level of expertise in a particular area - for example, some of our Dementia, Fire Marshal and First Aid training. A recent Fire Training session for all staff has included an evacuation simulation.

Skills for Care set out Core and Mandatory Training they expect people to complete. Examples include Safeguarding, Mental Capacity, Food Hygiene and Communication.

How often do staff refresh their training?

Everyone has to have an annual update, and some training has to be certified every three years.

Training refreshers are not a tick box exercise - there are several reasons it is important to revisit and cement prior learning: Introduction of new legislation or best practice.

Introduction of a new risk this could include a new piece of equipment; a change to environment, policy, procedure or service delivery method; or a change in a resident’s support needs.

Due to a mandatory time frame.

To monitor and measure staff competency and spot any areas for improvement.

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INSIDE

virtual dementia training

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“I didn’t expect to find it that frustrating, I was starting to cry.”

A Corton House Care Assistant has just spent 10 minutes wearing modified sunglasses, gloves, headphones and spiked insoles inside her shoes, struggling to put on a shirt over her coat. She has just left a training room lit only by flashing multicoloured disco lights.

A table inside has been haphazardly set for dinner by one of her colleagues - pens placed either side of red plastic plates instead of cutlery.

Chaplain and member of the Activities & Wellbeing Team Rhonwen during a dementia training session.

The Corton House team have been taking part in the Virtual Dementia Tour from Training2Care, an experiential session to supplement our existing training and e-learning, which aims to give a person with a healthy brain an experience of what dementia might be like.

The Virtual Dementia Tour was scientifically developed, and research produced by Ulster University has now proven it to change practice and improve knowledge in the huge majority of care staff - in turn improving outcomes for residents.

Some of the cornerstones of quality care for people with dementia are of course patience, kindness and sensitivity; the aim of this training is to build on these attributes, and ensure our care practice is based on empathy and individual needs rather than convenience.

The experience began with trainees receiving an abrupt welcome. As one of the trainers explains: “We are deliberately quite rude - so often people with dementia are treated without any patience, so from the moment we meet the groups we need to make them feel uncomfortable and slightly intimidated.”

Once inside the room, staff were asked to follow instructions - “Set the table for four people” “Put on your shirt and tie” “Write a three sentence note to a loved one and put it in an envelope”. All seemingly simple tasks that became almost impossible inside the Virtual Dementia experience.

Those headphones play a bewildering array of noises to simulate the inability to interpret sounds which people living with dementia may find difficult. “I think we can now personally understand why some residents struggle with music in the dining room and how it leads to certain behaviours. We’ll definitely be looking at that.” ponders Deputy Manager Debbie after her session.

Adding to the disorientation, trainers routinely remove or swap items mid task - a shirt is taken out of someone’s hands with a brusque “No, you can’t do it.” That red plastic tableware is swiped from underneath Head of Care Annette’s nose, while the cutlery has deliberately been hidden inside a jug, (hence the substitution with pens).

“I was so disorientated, and it actually makes you quite emotional.”

Following the immersive element, Annette and the other trainees share their impressions in a 2-hour workshop. This more in-depth look at the symptoms of dementia and how they can affect the behaviour of those living with it helps explain the emotions generated by the virtual experience. As an organisation we are proud of our team’s natural empathy, but this training will ensure we can give those residents with dementia even more personalised and understanding care in future.

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IN WITH

the new

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Colman Cafe at the far end of the dining room is looking beautiful and is the perfect spot to join your relative for a tea or coffee when visiting. A coffee machine is currently being sourced watch this space!

The garden room after refurbishment.

The second phase of our refurbishment is now largely complete!

Our signage is gradually being completed - you may have noticed some of the corridors now have their bespoke signs which are based on old Norwich road signs and woodcut prints of some Norwich landmarks (below) We have some other projects lined up, including: Staff room Foyer toilet Medication room Sluice room Salon Downstairs shower and toilet Upstairs bathroom Creation of a small quiet lounge upstairs which will include our “dementia library” - free-to-borrow books as recommended by Reading Well for Dementia.

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RESIDENT

workshops “My daughter says to me, 'You couldn't be in a better place to make sure you're feeling safe.' I do feel safe...

We take it for granted.”

Spring saw us launch a new series of Resident Workshops - an informal, open platform for residents to explore a given topic in more depth, and share any suggestions.

The first of these, in February, posed the question, “What makes you feel safe or unsafe here at Corton House?” and there was some really positive and insightful feedback around how feeling safe can be promoted by: communication and access to information trusting the physical environment, equipment and aids trusting staff, their levels of competence and training a feeling of routine that minimises the unexpected feeling in control of choice and preferences The results of this workshop were shared with the wider team and taken through to our next All Staff Meeting for staff input and reflection.

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Following the successful trial of the workshop format, a further session was held in May on “Understanding and Managing Risks” - which encouraged residents to express whether they feel: involved in managing risks supported to make informed choices and decisions

There was also the opportunity to revisit any concerns raised in the previous workshop, and reflect on what actions had been taken since.

Upcoming workshops include: “What is a Care Plan?” where Head of Care Annette will talk through the care planning and reviewing process.

“Co-Producing the Residents Handbook” where Imogen will work with residents to edit and add information to the existing Resident Handbook.

2 1 3 6 4 5 RESIDENTS SAID: “I would like more information about how and why things are done in certain ways.“

WE DID: A Residents’ Quarterly newsletter with more in depth information on our systems and policies is launching soon.

We have also created the Corton House Companion folder which will be populated over time and kept in the reception for anyone to refer to.

RESIDENTS SAID: “I am sometimes worried about causing distress or doing the wrong thing with my fellow residents if they have dementia. I‘d like more information on how to react to things.“

WE DID: We are creating a dementia resource library with a selection of books recommended by Reading Well for Dementia. Books will be freely available for residents, family, friends and staff to borrow.

RESIDENTS SAID: “I would prefer a female carer over a male carer; I did not know that I could choose this.”

WE DID: This is being discussed during individual care plan reviews. At times, it may be necessary for those with a preference for a female carer to either accept support from a male carer or wait for support from a female carer.

RESIDENTS SAID: “I don‘t like to be interrupted by checks at night, especially when the light in my room is switched on to do so.“

WE DID: Guidance has been given at an All Staff Meeting which incorporated a workshop on dignity. Information about the night checks policy and the right to opt out of checks is provided to Residents, and new “do not disturb” door hangers have been provided for Residents‘ use.

RESIDENTS SAID: “It is unsettling not to be able to identify new staff, especially Night Staff.”

WE DID: All Night Staff will now work a day shift as part of their induction, to help Residents get familiar with them. Staff are also issued with name badges and reminded to wear them. We are working on producing a Meet the Team folder and video to supplement the Meet the Team photo board.

RESIDENTS SAID: “I find the floor in my room is slippery.“

WE DID: A non slip mat has been provided and a swap to a carpeted room offered, but declined for other reasons. The Resident will be kept in mind for any other carpeted rooms which may become available.

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DINNER

at our doorstep The average fresh food item travels 1,500 miles to arrive at the dinner table* - not so for a whole host of vegetables and more used in the kitchens at Corton House...

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If you have visited the garden recently, you may have noticed some new additions on the patio! We have two new vegetable troughs (above), which have been planted with spinach, a selection of lettuce, tomatoes, carrots and herbs ready to be transformed into delicious meals by the Corton House kitchens.

The troughs are the perfect height for a spot of seated gardening, so Residents have not only been involved in choosing which plants to grow, but are now also tending them.

Produce doesn’t get much more local than anything grown in your own garden, and the benefits of eating fresh, locally grown food include: environmental - fewer air miles meaning a lower carbon footprint health - produce from far away is treated with chemicals to help it withstand its long commute; nutrients also degrade over time after produce is picked so the quicker it can arrive from soil to plate, the better! taste - fresher food simply tastes better seasonal - natural growth cycles of different vegetables are perfectly evolved to support our health throughout the seasons; for example water dense lettuce and cucumber in summer to help with hydration, leafy greens in spring to help detox after a winter of heavier foods. wellbeing - the calming act of gardening and the sense of achievement in seeing the fruits of your labour are well documented mood boosters. *Source: The Leopold Center for Sustainable Agriculture

FAQ’S:

food and dining

How do we assess how happy residents are with food at Corton House?

Can I bring my loved one’s favourite foods in when I visit?

Residents are able to give their feedback on food at any time, however we also monitor their satisfaction with the dining experience through:

If you’d like to bring in a takeaway meal to enjoy with your loved one, please feel free to do so. You can also bring in your loved one’s favourite foods for regular consumption, and we are happy to store any perishable items in the kitchen (as long as they are within use by dates and subject to available space).

Please ask a member of the team if you would like more information about this.

Meal Surveys: Conducted annually; the most recent responses to this can be found in the previous issue of Together.

Menu Planning: Held seasonally.

Mealtime Audits: whereby a staff member sits in on a meal and scores the experience in 33 categories; conducted approximately every fortnight.

Management Mealtimes: The Registered or Deputy Managers eat with Residents on a monthly basis.

Is there a bar?

No, better - we bring the bar to residents with our Corton House Arms drinks trolley which goes round every Friday! Residents are also able to request an alcoholic beverage whenever they please.

RHUBARB

crumble We asked Head of Catering Sean Knox to share a delicious recipe from the spring and summer menu at Corton House...

INGREDIENTS (serves 5): 250g rhubarb chopped into 2cm pieces 1 tablespoon honey 1 teaspoon cinnamon ¼ teaspoon ground ginger 50g butter 25g sugar 150g oats METHOD: Preheat the oven to 180 degrees.

Put the chopped rhubarb in an oven proof dish and sprinkle with the honey, ginger and half the cinnamon.

In a food processer, blitz the butter, sugar and remaining cinnamon.

Add the oats and pulse very briefly until mixed - don’t overdo it as the oats might lose their texture. You can also combine by hand, by lightly rubbing the ingredients together between your fingertips.

Cover the rhubarb with the topping and bake for 30 mins.

12 Our Management Accountant Rob with his Mum’s home grown rhubarb which was donated to Corton House kitchen!

As you may be aware, Corton House Ltd is a Cooperative and Community Benefit Society. This is a slightly long-winded way of saying: we operate in a similar way to a charity, for the benefit of our community, but we are regulated by a different body (the FCA) instead of the Charity Commission. Our full set of seven Charitable Objectives can be seen below right.

The fees we charge Residents go directly back towards our running costs, and unlike many care providers, aren’t paid out as profit to shareholders.

How do we raise additional funds?

Sometimes we apply for and receive funding from grants - like the one which helped set up our Community Cafe in Lakenham’s Jubilee Centre as a warm hub for older people during the height of the energy price increases.

Sometimes we are lucky to receive incredibly generous legacies or donations - in these instances we work closely with the donors or their next of kin to ensure their money is spent exactly as they had envisioned.

I’ve always wanted to skydive - can you make use of my flagrant disregard for the laws of gravity?

The community that makes up Corton House - our Residents, staff, their family and friends - are vital to our fundraising activities; from volunteering at the fete, to buying raffle tickets and connecting us with people you may know who can donate their time (or raffle prizes, as modelled by resident Gisela and Joyce, below!)

Thank you if you have supported us in the past! If you’d ever like to do a sponsored activity for Corton House then please speak to Imogen, who unfortunately will not be jumping out of a plane with you, but may consider ground-based activities like sitting in a bathtub of baked beans.

A game of Splat the Rat at the annual Corton House Summer Fete

We also do our own direct fundraising - that’s events like our annual Summer Fete (right) or our Charity Golf Day which have previously contributed towards the refurbishment project as well as our Amenities Funds in both Corton House and Brakendon Close.

We have a mission “to provide excellent, loving care and support for older people.”

Resident Thelma and Activities & Wellbeing Coordinator Maria enjoy attending an Age UK Norwich event.

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FEELGOOD

factor

Adding to the Corton House community are our committed and caring volunteers, including...

Regular volunteers from local schools and sixth forms: There are a number of regular volunteers from local schools and sixth forms who have built up lovely friendships with Residents by taking part in activities with them or simply having a chat. Activities & Wellbeing Coordinator Maria Widdrington says, “What I always find is that they get as much out of it as the residents; it is definitely a two way thing. In particular, you see the Sixth Formers relax as it is a slower pace of life here away from their phones and the pressures of life nowadays.”

“Helping residents to Volunteer Matt (above centre) has feel valued, been visiting Corton House for two days annually for the past four years - connected, and as part of the volunteering leave supported makes me provided by his employer, Equans.

Matt has helped with everything from happy and seeing the tackling the compost heap and painting the summer house to pot positive impact is washing and building our vegetable very rewarding.” troughs!

Equans staff:

Larking Gowen staff:

Norwich City College students:

As part of their Social Responsibility initiatives, Larking Gowen sent six members of their team - including Finance Director of our Board of Trustees, Jack Minns - to help out in the garden and by running an activity with Brakendon Close tenants.

Students from Norwich City College reached out to Corton House wanting to give back to their local community by spending time with residents and designing and building some planters and bird houses for our garden.

1. To provide, in line with Christian values; residential care and independent living accommodation that recognises and safeguards the individual rights, privacy, dignity and independence needs of Residents and Tenants.

4. To manage the organisation in a sustainable manner so as to ensure its longevity.

2. To provide an excellent quality of life for Residents and Tenants which is one of the best provided by residential care homes and independent living accommodation in Norwich and the surrounding area.

6. To engage effectively with all stakeholders on the operation and development of the organisation.

3. To support all Residents, Tenants and other service users to fully achieve their physical, spiritual emotional and social potential.

5. To be an employer of choice that promotes best practices and develops staff to their full potential.

7. To provide benefit to the wider community through proactive interaction and outreach.

To find out more about our history and charitable status, check out our Values Fact Sheet.

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WELLBEING

and spiritual support

In this update from the Activities and Wellbeing team, we speak with Chaplain of Corton House, Rev. Rhonwen Washford on how the team supports residents’ wellbeing, through holistic care and one to one sessions.

A former nurse, Rhonwen became a lay minister in the Church of England in 1990 and combined both nursing and preaching.

“It requires the same skills to be a nurse and a priest. You have to be person centred. You have to pay attention to the small details. It’s a being, not a doing.”

Rhonwen was ordained in 2008 in Norwich Cathedral and subsequently became honorary Chaplain to her patients in the dialysis unit at the Norfolk & Norwich University Hospital before retiring from nursing in 2017. In 2022 Rhonwen joined us as Chaplain at Corton House and this year has been licensed (formally recognised) in this role by the Diocese of Norwich.

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How would you define wellness within a care home setting?

Within the context of Corton House, wellness may be defined as supporting Residents to maintain healthy relationships, whether they enjoy being with others or prefer to be alone. To develop friendships with the staff, to care about others, and to let others care about them.

And if possible, to contribute to the flourishing of the community.

My role as Chaplain is to focus on the Spiritual dimension of the Residents. Spirituality is one of the five dimensions of holistic care (right), which the term “Wellness” encompasses. The others are physical, mental, emotional, and social which together provide a full picture of health, as a change in one dimension affects the others.

How does religion connect to spiritual wellness?

Religious spirituality is a primary belief in a God or Gods, and active participation in organised beliefs and practices usually shared by a community or a group. As a home with a Christian ethos, Corton House supports religious spirituality through our worship services and visits from Church leaders - like the recent visit from the Bishop of Lynn to bless the refurbishment. All such events are completely optional to engage with and attend.

Non-religious spirituality is more of an individual practice; it’s about having a sense of purpose. It relates to the individual developing their own beliefs around the meaning of life, and their connection with others. These may include beliefs around love, altruism, life after death, wisdom and truth. It can also mean engaging in nonreligious experiences which help a person to connect with their spiritual self through quiet reflection, time spent with nature, yoga, private prayer, mediation or music, all of which I can support Corton House residents with too.

Many people identify as being spiritual, but not religious (including the Chaplain!). Research shows that higher levels of spirituality have been linked to increased compassion, strengthened relationships and improved self esteem. In addition, spiritual wellness can reduce anxiety, stress, anger and depression, increase feelings of inner peace and hope, and enhance the quality of an individual’s life.

Do you offer one to one support?

Where Residents do not feel able to join in regularly or at all with activities or events, the Activities and Wellbeing team, the Chaplain or one of our trained volunteers will offer one to one sessions.

These sessions are usually held in Residents’ rooms, at their convenience. As Chaplain, I am a guest in their home

Emotional 20%

Social 20%

The 5 dimensions of holistic care Physical

Mental 20%

20%

Spiritual 20%

so I require their permission to enter their space. The time of a visit is always determined by the Resident and so is the content of the conversation. It can vary from exchanging news, to comments about their care.

Sometimes, they have a specific issue which they wish to discuss or reflect upon which may be returned to over a number of interactions.

Alongside a simple chat, we also try to ensure that Residents who prefer to stay in their rooms are offered the chance to continue pursuing any interests they may have.

So we will read to them, offer to take them into the garden to connect with nature, supply art materials to encourage people who previously like to draw or paint to be creative.

We recently worked on a project with one resident who had grown up in Mile Cross – we shared with him the community newsletter from the area, which formed a great starting point for some reminiscence, and led to him taking part in an oral history project celebrating 100 years of the estate.

What else do you offer?

Having a hand massage can feel good, it can help ease muscle tension, and it may reduce anxiety, improve mood sleep quality, and grip strength. The importance of hand health and wellness cannot be overstated!

As with one to ones, a hand massage is determined by the Resident’s choice and consent and usually takes around 20 minutes. It may be carried out in private, or a community area and provides another opportunity to engage in conversation.

Once a fortnight we also have a visit from Billy our therapy dog; and for this our Activities Assistant Mel tends to concentrate on Residents who remain in their rooms; this has proven to be very beneficial to mental wellbeing for these Residents, and can often stimulate conversation.

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