Social value report 2014 - 2015

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Our social value Making a difference 2014review - 2015 Annual 2012-2013

Medway Community Healthcare CIC providing services on behalf of the NHS Registered office: MCH House, Bailey Drive, Gillingham, Kent ME8 0PZ Tel: 01634 337593 Registered in England and Wales, Company number: 07275637

www.medwaycommunityhealthcare.nhs.uk Working with us

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Contents Welcome

2

Our year

2

Award winning care

6

We are a social enterprise

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Our vision

7

Our values

8

Our plans

8

Our impact…

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… on the people we care for

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… on local people and our communities

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… on our people

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Our volunteers

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Promoting clinical research

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Investing in social enterprise

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Growing social enterprise

12

Improving through innovation

13

Our charity – Medway Cares

13

Looking ahead

14

Our social value 2014 - 2015

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Welcome Welcome to our social value report – our chance to tell you about the impact we have made for the communities we serve.

Medway Community Healthcare (MCH) is an independent Community Interest Company providing high quality health and social care in Medway and beyond.

As a social enterprise, social value is embedded into our strategies, decision making and culture; supporting us to be innovative in the way we operate so we can deliver additional benefits for our patients and our communities alongside the high quality care we provide.

This year we have focused on building on our success by extending the work we are already doing and implementing new initiatives designed in response to the needs of our communities.

We are proud to present our achievements so far.

In these challenging economic times, our inclusive approach supports us to continue to provide services that are not only high quality and good value for money but which also deliver added social value for our patients and the local community.

Our year MCH is working hard to make a difference and we are continuing to deliver services in a way that creates added social value to increase our positive impact on the people we care for and the communities we serve. In 2014-15, we: 

Provided high quality care and 895,149 appointments for the people we care for;

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Saw the start of their first year for two local students studying at Canterbury Christ Church University who will receive a total of £6,000 each year in sponsorship and a 12 month paid internship through our MCH Academy, founded to support local students from low income families;

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Worked in partnership with the Prince’s Trust to run the first Get into Health and Social Care programme in the South East, offering training and work experience for 12 local young people and recruiting three of the candidates to join our apprenticeship scheme;

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Set up a medication clinic at MedOCC, our out-of-hours care service, to make it easier for patients receiving injectable medication to leave hospital and be cared for in the community, knowing they can make appointments to receive their medication at a set time;

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Recruited another seven local young people onto our apprenticeship programme;

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Recruited four of our apprentices into full time permanent positions at MCH once they gained their qualifications;

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Continue to prioritise buying from local businesses, buying 22% of our goods and services locally and spending over £5m with local businesses;

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Increased our involvement with clinical research, working with a number of universities and national organisations;

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Provided jobs for 262 new members of staff;

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Donated £60,000 to our charity, Medway Cares, which supports projects in the local community nominated by our staff;

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Opened a new physiotherapy gym at the Wisdom Hospice to help palliative care patients at the Hospice and in the community to regain and maintain mobility, as well as boosting motivation and wellbeing;

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Worked in partnership with South East Coast Ambulance Service to enable paramedics to bring patients directly to MedOCC, our out-of-hours care service, to help reduce pressure on the Emergency Department at Medway Maritime Hospital and reduce waiting times for patients;

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Supported fundraising activities by our staff who successfully raised over £8,000 for many local and national charities in the past year;

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Our community nurses worked with 11 local nursing homes to support them in caring for elderly residents and to help reduce emergency hospital admissions, in a pilot scheme run in partnership with Medway Clinical Commissioning Group;

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Saw an increase of 226% in the number of compliments received – compliments outnumbered complaints 18:1;

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Launched our new community rehabilitation pathway combining our rehabilitation therapy teams into one service; improving continuity of care for our patients and ensuring people are seen by the right clinician at the right time;

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Continued our work experience scheme for local students with learning disabilities, run in partnership with MidKent College;

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Coordinated a Christmas collection for Medway Foodbank, collecting over 250kg of food kindly donated by our staff and the people we care for;

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Created patient story videos to give the people we care for a chance to share their MCH experience; using the films in staff training to improve our services for patients and

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earning recognition from NHS England and the NHS Patient Advice and Liaison Service, who used them as examples of good practice; 

Provided a total of 1,835 weeks of clinical placements across our services for 260 students training as healthcare professionals, a 41% increase on last year1;

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Supported our teams to develop their own social value initiatives and incorporate them into their work;

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Joined the MidKent College Advisory Committee to share expertise and offer business insight to ensure their offer continues to lead to successful outcomes for students;

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Our health visitors supported local families in need by collecting donations of household items, baby clothes, books and toys and distributing them to disadvantaged families in time for Christmas;

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Supported two of our speech and language therapists to volunteer for four weeks at a pre-school for hearing impaired children in Bangladesh. They provided speech and language therapy support and training for the school staff and helped to improve the quality of care.

Award winning care We are proud to have won a number of awards in 2014-15 in recognition of the high quality care and support we provide, including:

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Improving the Culture of Care award from North Kent Clinical Commissioning Groups for our focus on values and improving the culture within the organisation;

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Apprenticeship Employer of the Year award at the Health Education Kent, Surrey and Sussex Apprenticeship Awards 2015 for our apprenticeship model and the support we provide to our apprentices;

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Shortlisted as a finalist for the Health and Social Care Organisation of the Year award at the UK Social Enterprise Awards 2014 for our work delivering high quality health and social care services with greater social impact;

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A Highly Commended Award at the Children and Young People Now Awards 2014 for the collaborative work between Medway Youth Offending Team and our children’s therapy services for the care and support they provide to young people under the care of the Youth Justice System;

for academic years Sept 2014 – Aug 2015 and Sept 2013 – Aug 2014

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Our nutrition and dietetics service were given national recognition and cited as an example of best practice by the British Dietetics Association for their work on standardising the format of patient notes; their approach is now being adopted by other services across the country;

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Health visitor Anjie Roots was awarded NHS Innovator of the Year at the Kent, Surrey and Sussex Leadership Recognition Awards 2014 for developing an ongoing programme of postnatal groups delivered across Medway that ensures every new parent receives the same information to support them to gain knowledge and confidence in caring for their new baby.

We are a social enterprise MCH is a £58 million Community Interest Company that is co-owned by our 1,359 staff. As a social enterprise, we are a for better profit organisation and we reinvest any surplus back into our health and care services and the local community.

We provide over 40 NHS community services and personalised social care in Medway and the surrounding area – from diabetes care and community nursing to specialist children’s therapy and rehabilitation therapy teams, caring for a population of around 280,000 people.

Being a social enterprise makes us different:    

Our staff have a say in developing our business plans for the future; Our patients, our staff and members of the local community have a say in designing how we provide our services; We are flexible and able to adapt to meet the changing needs of the people we care for; and We are committed to delivering added social value and wider benefits for our communities alongside our high quality health and social care services.

In 2014-15 we provided care in local settings such as healthy living centres and Children’s Centres, as well as our inpatient services – the Wisdom Hospice, St Bartholomew’s Hospital and Darland House Nursing Home – and in people’s homes.

To continue to improve the quality of care we provide we have introduced new programmes which support our staff to identify opportunities for improvement and develop plans for change, ensuring the people we care for are at the heart of everything we do.

Our vision A successful, vibrant community interest company that benefits the communities we serve

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Our values   

We are caring and compassionate We deliver quality and value We work in partnership

Developed with the help of our staff and the people we care for, our values demonstrate how we are different, shape how we operate and support us to work towards our vision.

Our plans To help achieve our vision we have developed our strategic plan with staff and stakeholders, setting out where we see ourselves in 2020 and how we will measure our success in providing high quality health and social care services for our communities. We will continue to grow and develop our organisation and by 2020 our ambition is to be a model for sustainable delivery of NHS services which is recognised as a beacon of excellence.

Our impact… … on the people we care for We continue to enhance the care we provide to make a positive impact on the health and wellbeing of the people we care for. In 2014-15, we: 

Ran a pilot scheme in partnership with Medway Clinical Commissioning Group in which our community nursing teams supported 11 local nursing homes to proactively manage the care of their elderly residents, successfully reducing the number of emergency hospital admissions and improving the experience of people receiving care;

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Loaned 22,711 pieces of equipment to over 5,300 local people, including 488 beds to help patients continue to live independently and well in the community;

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Developed the clinical skills of our staff so that local people now benefit from access to nine physiotherapist prescribers working in Medway – out of only 40 qualified across the country. This supports people to see the right clinician the first time by enabling patients to receive prescriptions to support their treatment during their physiotherapy sessions, without needing an extra appointment with their GP;

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Introduced new universal postnatal groups at all Sure Start Children’s Centres in Medway, providing consistent information and support to new parents to help them give their new babies the best start in life;

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Joined the “hello my name is” campaign to promote compassionate, person-centred care;

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Introduced Saturday morning podiatry clinics to reduce waiting times and give greater flexibility for patients;

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Trained 90% of our musculoskeletal physiotherapists to deliver acupuncture to offer patients a greater choice of pain management techniques. Our physiotherapists also offer free self-needling courses for patients or their carers to empower people to manage their pain independently;

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Our cardiology team ran Basic Life Support training sessions for patients’ families, giving them the confidence that they would know what to do if their family member suffered a heart attack;

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Launched our GAINing Insights programme of internal mock inspections of our services, following the Care Quality Commission’s inspection model, to help us identify how we can continue to improve the care we provide.

Our impact… … on local people and our communities Together with the difference we make to our patients we are working hard to deliver additional benefits for local people in the community, both through our own initiatives and by working in partnership with charities and community groups. In 2014-15, we: 

Launched a new social nail care service developed in response to requests from our patients to help local people care for their feet;

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Worked with a variety of local community support groups to provide information, advice and support for people with serious illnesses or who are living with long term conditions; such as nutritional advice for cancer support groups from our nutrition and dietetics team and the stroke survivor support group set up by our stroke team;

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Offered local students MCH Academy sponsorship funding and a 12 month paid internship to support them to complete a business degree at Canterbury Christ Church University;

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Continued to support local young people to gain employment by offering qualifications and work experience through our apprenticeship scheme;

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Our Wisdom Hospice team are working in partnership with the charity Cruse Bereavement Care to increase the counselling and support available for local families coping with the bereavement of loved ones;

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Offered multiple work experience placements across our services to enable local people to improve their skills and gain valuable experience in health and social care;

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Our community equipment loans service helped the 41st Medway Beavers learn about disability and how it affects people’s lives, lending equipment to the group to help the children work towards their Disability Awareness badge;

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Ran interactive health information events in a variety of locations around the community; helping people to live independently and well by offering advice ranging from how to check your moles, free blood pressure checks and how to prevent pressure ulcers;

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Supported the Alzheimer’s Society Dementia Friends initiative by offering Dementia Friends training to our staff, helping to raise awareness of dementia and the needs of people with dementia;

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Our health visitors celebrated national Child Safety Week with an event at the Strand in Gillingham, offering information and advice on how to keep young children safe from accidents during the morning rush.

Our impact… … on our people Our success in providing high quality care depends on our people and we are making the most of our opportunities as a social enterprise to invest in our employees and make MCH an employer of choice for local people. We are doing this by: 

Introducing a new internal training programme to help staff develop the skills they need to progress their careers;

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Continuing to pay the Living Wage as a minimum, helping to support quality of life by enabling people to earn a wage that supports a basic standard of living;

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Employing 1,028 local people living in Medway and Swale within our workforce;

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Running Schwartz Rounds, a forum for non-blame learning and reflection, to discuss the social and emotional dilemmas that arise in caring for people. These events give our staff a chance to share their experiences, promoting understanding of how issues may have different emotional effects on ourselves and our colleagues, and promoting compassionate care;

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Giving staff the opportunity to become co-owners and have a say in making decisions for our future. As a social enterprise, our elected members’ forum of co-owners works in partnership with our Board and plays an active role in representing the views of our staff;

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GAINing Perspective, our new staff-centred approach to investigating complaints empowers staff to lead on the investigation together as a team and to identify improvements within their service. This helps the team to take ownership of the plans for change and gain a deeper understanding of patients’ experiences, promoting compassionate care;

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Our Recognising Excellence annual staff awards received 389 nominations from the people we care for and our colleagues, showing the significant difference our people make every day and acknowledging the value of the impact they have;

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Launching a new health and wellbeing programme to empower our staff to better care for their mental, emotional and physical wellbeing;

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Introducing performance related pay increments to ensure our people are recognised and rewarded for their hard work

Our volunteers Our 237 volunteers are an integral part of our teams, bringing energy and compassion and helping us to deliver care and make a positive impact on the health and wellbeing of our patients, our staff and the volunteers themselves.

Giving 2,000 hours of their time each month and working in a range of roles from drivers and gardeners to specialists such as bereavement support counsellors and complementary therapists, their support includes: 

Volunteer drivers travelling 3,000 miles a month transporting patients and their families and carers;

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Ward helpers giving 350 hours a month offering companionship and the time to chat with patients and visitors;

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Spiritual care volunteers giving 90 hours a month visiting and supporting 350 patients and their families and carers;

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Telephonists giving 160 hours a month and handling 3,000 calls from patients, their families and healthcare professionals;

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Counsellors giving 100 hours a month supporting people affected by serious illness and bereavement;

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Former patients giving empathetic support, helping people to regain their confidence and providing role models for our patients

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Promoting clinical research We are committed to offering the latest treatments and techniques to our patients and we are increasing our involvement with clinical research to continue to enhance the care we provide. In 2014-15 we successfully bid for two new research posts funded by Kent Surrey and Sussex Clinical Research Network and had further research partnerships with:     

University of Greenwich: Dementia end of life care Medway School of Pharmacy: Medicine support in stroke and transient ischaemic attack (TIA) Canterbury Christ Church University: Cognitive Behavioural Therapy in chronic obstructive pulmonary disease (COPD) Health and Europe Centre NHS Benchmarking Network and Clinical Senates

Investing in social enterprise We recognise the positive impact that social enterprises can make for their communities and to help others to make a difference we have invested in four start-up social organisations whose products could benefit the people we care for.

Through a joint venture with three partner healthcare social enterprises, we have provided not only financial investment but are also using our knowledge and expertise to support these smaller social organisations to grow their business. In recognition of the holistic support we provide, we were shortlisted as a finalist for Investment Deal of the Year award at the UK Social Enterprise Awards 2014.

Growing social enterprise As a social enterprise we have the commercial freedom to broaden our vision, investing in products and services which generate income and as a for better profit organisation we reinvest any surplus back into our health and care services and our local communities.

Our MCH+ services are offered by our highly qualified teams and designed to meet the needs of the communities we serve. These include: 

Our social nail care service for people who struggle to look after their toe nails: Open to all and developed in response to requests from our patients, as well as helping people to care for their feet our podiatrists are able to spot any potential problems early and can refer patients into the podiatry service for treatment;

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Pilates classes: Run by a qualified physiotherapist, local people can be confident that exercises will be safe and beneficial, helping to enhance general wellbeing and complement any NHS care they are receiving;

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Acupuncture sessions: Our MSK physiotherapists are trained to use acupuncture to manage pain and offer a low cost drop-in service accessible to all;

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Children’s therapy training for schools: Our specialist team provides expert training for school staff regarding children’s development and supports understanding how a delay in one area can impact upon the child’s ability to learn and interact socially;

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MCH Creative: Providing organisations with the tools they need to effectively market to their customers, clients and stakeholders

Improving through innovation We are embracing innovation to help us continue to provide the best care for our patients. We are exploring new ideas and new technologies, proactively looking at new developments within the healthcare sector and encouraging our staff to pitch ideas that would benefit their patients.

Some of the ways we are doing this are: 

Exploring telehealth technology: We are planning a trial to investigate the viability and demand for patients to choose appointments by video consultation from their own homes – saving a trip to a clinic and enabling clinicians to see more patients;

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Developing two new therapy tools, designed by our staff, to support the needs of their patients and enhance the care we provide;

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Supporting the development of technology: We have invested in SpeakSet, a social enterprise that developed a new video consultation system designed with the help of patients which works through a TV or computer and is accessible to all;

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Exploring the use of assistive technology: We are analysing technologies that would enable patients to measure their own blood pressure, heart rate or blood glucose and be monitored remotely by our clinicians – empowering patients to self-manage their condition and take control of their care.

Our charity – Medway Cares We are proud of the positive impact that Medway Cares awards have had in the community and of the positive outcomes the charity has achieved for local people.

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This year Medway Cares has given a total of £50,000 to new projects nominated by our staff, one of the ways in which our staff and co-owners have a say in how the surplus is reinvested for the benefit of the local community. The awards include: 

£8,500 to support an extension of the partnership between local charity Carers FIRST and our dementia support team. Together they offer holistic care to patients and their families, ensuring carers’ needs are supported and enabling people with dementia to continue to live safely and well in their own homes;

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£2,000 to purchase a shower chair to supplement the sling hoist at the Strood Leisure Centre, making it easier for people with disabilities who are non-weight bearing to use the hoist and experience the benefits of hydrotherapy;

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£1,025 to purchase a bariatric empathy suit to use as a training aid to help carers of our clients with learning disabilities understand the importance of promoting a healthy lifestyle. This has also been used to help our staff understand the lifestyle challenges that obese patients face, helping to promote compassionate care;

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£6,000 to purchase 20 self-test machines to loan to patients taking Warfarin, enabling them to conduct their own regular blood tests and helping them take control of managing their condition;

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£3,000 to set up a scheme to help reduce accidental injuries to children by enabling families in need to buy home safety equipment at cost price;

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£12,780 to fund three apprenticeship positions for disadvantaged young people in Medway;

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£5,500 to buy specialist physiotherapy equipment for the gym at the Wisdom Hospice; extending the service and enabling people who are less mobile or have limited movement in their limbs to use the gym and benefit from physiotherapy;

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£2,300 to purchase reusable bags for patients to use when taking home information and equipment packs;

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£998 to purchase an exercise bike for cardiac rehabilitation patients to use in exercise classes run by the cardiology team and specially designed to help patients improve the health of their heart;

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£500 to buy Christmas presents for patients being cared for at St Bartholomew’s Hospital, Rochester, over Christmas;

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£230 to buy equipment for an Anxiety Management Programme for people with learning disabilities; helping them manage their anxiety on a day to day basis and promoting psychological and emotional well-being, improving their quality of life;

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£100 to enable a 3 year old girl under the care of the children’s therapy team to trial a Bugzi wheelchair, letting her move around independently for the first time

Looking ahead Delivering added social value is ingrained in our business culture and is fundamental to our plans for the future, supporting us to continue to make a positive impact for our patients and our communities. Our plans for the next year include: 

Relocating our MedOCC out-of-hours GP service from Quayside to MCH House, providing an improved clinic environment for patients and greater access to public transport;

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Piloting an employee volunteering scheme in partnership with the Prince’s Trust charity, giving our staff the opportunity to volunteer as mentors to offer local young people the support they need to gain employment;

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Welcoming the next MCH Academy intern for the start of their placement year to gain experience with our business teams;

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Building on the success of our first Get into Health and Social Care programme by working in partnership with the Prince’s Trust to run the programme a second time; providing further training and work experience opportunities for unemployed local young people;

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Continuing to develop the reach of our charity Medway Cares;

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Setting up a walk-in clinic at our Sunlight Centre GP Surgery; making it easier for patients to access same day appointments and to help reduce waiting times;

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Introducing a pilot telephone service offering first-line advice and assessment for speech and language therapy patients who find it difficult to attend a clinic, supporting people to see the right clinician the first time and saving time for patients

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How to provide feedback on this report We would like to hear your comments and feedback on this report and any suggestions you may have for the future.

Your feedback For further information or to request a hard copy of this report please contact the medch.communications@nhs.net or call 01634 334686.

Other languages This information can be made available in other languages and formats To become a member of our community forum visit:www.medwaycommunityhealthcare.nhs.uk/join-in Find us You can find us on:Facebook - www.facebook.com/medwayhealth Twitter - www.twitter.com/medwayhealth LinkedIn - www.linkedin.com/company/medway-community-healthcare Google+ - plus.google.com/+MedwaycommunityhealthcareNhsUk YouTube - www.youtube.com/medwayhealth Or visit our website at www.medwaycommunityhealthcare.nhs.uk or by scanning the following QR code into your phone:

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Medway Community Healthcare CIC providing services on behalf of the NHS Registered office: MCH House, Bailey Drive, Gillingham, Kent ME8 0PZ Tel: 01634 337593 Registered in England and Wales, Company number: 07275637

www.medwaycommunityhealthcare.nhs.uk

Our social value 2014 - 2015

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