What the letters say Every year, the marketing team receives letters, emails and other forms of communication from residents, relatives, staff and visitors, much of it positive. Every item is used to assess performance against the Trust’s Milestones critical success factors along with the staff and service user surveys. In 2009, 80 comments came into the Trust ranging from ‘thank yous’ for work experience to praise for services and staff including those in the care homes, physiotherapy, maintenance, catering and the portering teams. Conferencing earned ten commendations, particularly about the quality of the catering. Says head of marketing and communications Rachel Baker, “This feedback identifies discreet issues that wouldn’t necessarily emerge in a survey, important because someone has made a specific effort to communicate them. We aim to respond to everything, change things where we can and, where we can’t, provide a good explanation as to why. Thank you to everyone who has sent us their views.”
A brand new way of measuring up In December 2009 the Trust tested a new sort of questionnaire designed to measure peoples’ perceptions. As such the results are not necessarily a reflection of what we actually do but what we are perceived to be doing. It looked at six key areas that together hold the clues to defining the St Monica Trust brand. We asked questions about the strength of feeling about the organisation; about how we behave and treat others, how we communicate, our social image and what people think of how we present ourselves in our logo and our imagery. 265 questionnaires were returned by residents and non-residents, some new on our mailing list and others with a deeper knowledge of the Trust. Once again the responses showed consistency and were largely positive, but there were some issues to address with the clarity and consistency of our corporate identity and messages. How we can address these perceptions will form a key part of future communications activity.
Rika at The Russets Following the departure of Rejáne as she heads back to join family in Australia, Rika Mienes has been appointed as care home manager in Sandford. It’s been a hectic first few months. Rika joins the St Monica Trust from Leonard Cheshire Disability, where she has managed a care home for people with physical difficulties for more than four years. With a wonderfully diverse and varied background, she’s had the opportunity to experience a wide variety of care facilities since she qualified as an RNLD, (Registered Nurse Learning Disability), some 20 years ago, supporting the needs of young and older people. Says Rika, “I was inspired to apply for the post at The Russets because it’s
Page 3
Along with her busy induction schedule and specialist St Monica Trust dementia training, Rika launched straight into the large recruitment drive that took place in March at Sandford, choosing new staff in readiness for the opening of the
Encore and Sherwood houses, a full five days of interviewing in her first two weeks alone.” “Well, I knew it would be busy,” she laughed. “It’s great to start with that sort of project and get an immediate sense of achievement. Now I’m looking forward to getting to know all the staff, the residents, who will soon be up to 60, and all their relatives, not just the names and faces but the individuals behind them, and that might just take me a few more weeks!”
We’re positive about dementia approaches being developed by our teams working to promote quality of life for people living with dementia.
CRB changes Please be aware that the CRB will be closed to all new applications for one month, from 28th June to 26th July.
such a fantastic new service. Having been lucky enough to be appointed, it’s everything I hoped it would be. It is truly innovative and the people who work to support it are wonderfully motivated. It’s a unique place to be.”
Positive About Dementia is an exciting new website just launched by the St Monica Trust. It’s designed to share the many achievements and the latest
Explains head of marketing and communications, Rachel Baker, “The site is packed with stories, examples and case studies. Through both sights and sounds, we hope to give anyone with an interest in dementia,
both families and professionals, a unique insight into what life is like for people living and working in our specialist dementia facilities here at the Trust.” Read all about it at www.positiveaboutdementia.org.uk then become a fan and share the news with friends and colleagues on Facebook or Twitter.
The Staff Newsletter of the St Monica Trust Issue Eleven May 2010