Springhill Care Newsletter May 2015

Springhill Care Newsletter May 2015 Robin is simply the best Congratulations to Robin Eddleston of Springhill Care Home, named as Britain’s best when it comes to dementia care.

Robin, a senior healthcare assistant, won the National Dementia Carer of the Year title at the Great British Care Awards, the industry’s premier awards event.

He was joined at the awards ceremony at the International Convention Centre in Birmingham by colleagues Jan Wilkins, general manager of Riversway Nursing Home in Bristol, who was a finalist in the Registered Manager Award.

A team from Affinity Supporting People, Springhill Care Group’s supported living service, were also finalists for the Care Team of the Year Award.

Robin, responsible for residents in the home’s dementia service, and who supervises a team of staff, had previously been named winner of the awards’ regional heats.

He said: “I’m incredible proud to have won this award and I’d like to thank all the team at Springhill for all their support and encouragement since I joined them.”

Robin, of Oswaldtwistle, joined Springhill Care Home two-and-a-half years ago following a 20-year career in the printing industry, and now holds Level Two and Level Three Diplomas in Health and Social Care.

Theresa Swan, learning and development manager at Springhill Care Home, added: “Robin has quickly grown to become a well-liked and trusted member of staff, popular with both residents and their families.

“To achieve this accolade is a major result for anybody, and this goes double for Robin who until a few short years ago had not worked in the care sector.

“We’re all immensely proud of him and couldn’t be happier to see him receive this award.”

The BiBA’s 2015 Fantastic news for Springhill Care!

We are through to the next round of the BIBAs 2015 in all three categories entered. *Business of the Year *Excellence in Customer Service *Service Business of the Year All three interviews are to be held in May, we will keep you updated!

Springhill welcomes new head of HR We’d like to welcome Virginia Perkins to the Springhill Group, who joins as our new head of human resources.

Virginia, who is known as Ginny, will deal with the welfare of staff across the entire Springhill group.

She has extensive experience, having completed a masters in HR and is a chartered member of the Chartered Institute of Personnel and Development as well as a qualified Accredited Workforce Conflict Mediator.

She will be responsible for the day to day management of employees, overseeing training and development, ensuring policies and procedures are up to date while developing strategic solutions to support company objectives.

Virginia said: “The Springhill Group is a values led, reputable organisation and I will be dividing my time up between all services to ensure all staff receive full HR support.”

Donna Briggs, Managing Director at Springhill Care Group, said: “The welfare and development of staff is always a priority, and enlisting Virginia means we will continue to maintain our high standards in this area. With her widespread experience she will strengthen our management team and provide strong support for all staff.”

Welcome to Springhill Ginny, we’re all looking forward to working with you.

Well done Affinity Congratulations to our Affinity team who were finalists in the National Great British Care Awards after previously winning Care Team of the Year in the regional finals.

Well done everyone!

Paul displays latest tapestry talents Paul, one of the gentlemen Affinity supports, has put the finishing touches to his latest work of art.

The tapestry containing a scene of a boat on the sea, was beautifully hand-stitched and took almost two years to create.

Paul uses his spare time to create the incredible pieces and his work brings joy to many people. Here he displays his wonderful creation for all to see.

Keep it up Paul, we look forward to seeing what you’re going to make next.

The Great British Care Awards Regional Nominations are now open!

Please visit www.care-awards.co.uk to get your nominations in.

Art & biscuits on the menu A group of residents from Riversway Nursing Home recently soaked up the sights at the brilliant Grant Bradley Gallery in Bristol.

The gallery, situated inside the historic former Bedminster Library, is an exhibition space showing work by local, regional and international artists.

At Riversway we have plenty of art-lovers among our residents, and the visitors to the gallery thoroughly enjoyed themselves with a relaxing afternoon in such a creative atmosphere, with tea and biscuits to finish off.

Sunny day in Weston-super-Mare With the British weather so famously unpredictable, you really have to make the most of the outdoors when the clouds part and the sun does decide to shine.

That’s exactly what some of our Riversway residents did last week as they ventured to the popular town of Weston-super-Mare.

Staff and residents spent an afternoon by the seaside, basking in the glorious sunshine. With schools being on half term, there were plenty of people out and about enjoying the weather.

They stayed refreshed with cold drinks and enjoyed fish and chips and ice creams too, as they took in the sights. Everyone had a lovely afternoon and we hope there will be plenty more to come.

Baby News We are very proud to announce that a new member of our Riversway family was born.

Her name is Anna Lea Kluganost.

Congratulations to Jan and your family, Anna Lea is absolutely beautiful.

Galloping to glory We spent an enjoyable day preparing for and watching the Grand National at Riversway recently, including a sweepstake which left us with four happy winners.

Lucky Doreen won £12, in second place was Gordon with £5, third was Olive who won £2, and Teresa from reception won the fourth place with £1.

The Grand National is a great occasion our residents and staff can all enjoy, and it was lovely to see everyone cheering and clapping their horses.

Mike’s music hits the right notes Well done Jan Congratulations to Jan who was shortlisted in the National Great British Care Awards for the Registered Manager Award, after previously winning the regional finals.

Riversway residents and staff were overjoyed to be visited by Mike Nash last week, for an afternoon of musical entertainment.

Mike always sings a lot of our favourite songs, which guarantees to get everyone joining in and singing along.

There were calls for an encore at the end as Mike finished his set with a rousing rendition of Sweet Caroline. Thank you Mike for a wonderful afternoon, we look forward to seeing you again soon.

Customer service: at the heart of quality In the second of a series of articles examining key issues within the care sector, Theresa Swan, Springhill Care Group’s learning and development manager, looks at customer service.

Effective customer service is held in great regard by all businesses, and those working in health and social care place a high priority on this vital aspect of their relationship with customers and the local community.

The Springhill Care Group is keenly aware that every person should expect a quality and person-centred service whilst living in a care facility. The element of customer service should be integral to that process.

The views of families, friends and potential and current residents are paramount to ensuring the provision of care is constantly meeting the needs of the people who use the service.

At Springhill we are aware of the partnership that this involves – all our efforts are centred on the provision of care which enables a person to live their life as fully as they are able to – with a dedicated and professional team who can offer support that is tailored to the individual.

Having served the people of Lancashire and Ribble Valley for over 30 years, we have discovered the intrinsic value of monitoring our performance to our customers in a variety of ways. Possibly the most effective of this is the feedback we receive from people who have experienced our services.

This ranges from those who have enjoyed a short break with us, a period of respite care, perhaps to provide a break for a home carer, during or after a period of illness, or when a family has been supported through a time of bereavement and loss.

A job well done Our efforts to provide the best possible support, to a large and varied group of people within many sets of circumstances, are often rewarded with the most outstanding praise and gratitude for a ‘job well done’ and wonderful memories of times at Springhill. So many of our relatives speak about friendships forged forever, people who came as visitors becoming friends and continuing to share in the life of the home.

This is a most effective measure of customer service – many of the people who have benefited from the care and support offered at Springhill have been delighted to share their stories.

been humbled by the emotion expressed by many staff members at mum’s passing and would like to say that what really sets them apart is their kindness and compassion.”

It is perhaps the greatest tribute to our customers that many wish to offer reassurance, through their own personal experience, to those who may be thinking about a care facility and feel at a loss to know how to begin the process, or, more importantly, how to feel supported if they have to make a decision about someone very dear to them.

“I must have visited around ten homes when looking for the ‘right’ place and Springhill stood head and shoulders above the rest. I would advise anyone who is considering care to visit Springhill and see the difference.”

We think it’s helpful to allow our customers to speak for themselves: “I have had a wonderful time with you all at Springhill. During my stay I have improved in so many ways and feel a confidence in myself that I never expected to feel. Not only have you provided excellent support and care, but you have laughed and cried with me during these weeks of recovery. It has felt like I came into a family and I will be eternally grateful for your care and compassion.”

“We wanted to say a very big ‘thank you’ to all the staff for your love and care shown to our mum during her time with you at Springhill. As we spent more time with mum during her final illness it made us realise how much you had all become her extended family. It was very clear to us how much love she received from you all and we are so grateful.”

“We could not have coped without your help in the final days of mum’s illness.

The personal touches and the time you all spent with her was unbelievable. You watched over her and understood how distressed we were, taking time to listen and talk with us. Your kindness will never be forgotten.”

“Your staff team are really excellent, they go beyond professionalism and really care about what they do. I’ve

“I have been receiving care for many years and having made the decision to move permanently to Springhill I have no regrets. I know I have made the right choice and this is now my home. I am treated as an individual, with respect and as a person in my own right. I live my life as independently as I can and know I have the support and care of staff when I need it.”

“Some months ago I celebrated a special birthday and had a wonderful party – many of my relatives and friends came and they all said what a warm welcome they received when they came through the door!”

These reassuring and heart-warming accounts pay the greatest tribute to the individuals who make up the outstanding team, which is Springhill Care Home.

Dedication to a rigorous recruitment and selection process secures the high standard of worker who embodies the values of Springhill, and delivers an enviable quality service which is rooted in continuous learning and development.

A quality care home, for quality customer service.

Getting crafty at Springhill Springhill Care Home has an abundance of people who are gifted in many areas of arts and crafts and recently our residents were quick to join in as we held our regular sewing club.

Always a popular activity for both our ladies and gentlemen, the most recent meeting of the club saw our residents wonderful artistic creations come to life including tapestries of an elephant, a cat and a beautiful unicorn.

We’ll be back with the finished results in a few weeks’ time!

Catch a dream!

Residents at Springhill Care Home enjoyed an afternoon talking about dreams and making some wonderful dream catchers – traditionally thought to reveal our inner secrets!

Ribbons, circles and intricate design resulted in some amazing designs and residents and staff had a most productive afternoon learning about the origins of dream catchers as well as discussing the mysterious world of dreams!

Fancy a bit of pampering?

Then Springhill Care Home is the place to be! Residents enjoyed a pamper session organised by Neelum, Bethany and Kelly – lovely foot soaks with organic aromatic oils (only the best products used at Springhill!) followed by manicures and painted nails. Everyone said how much these therapeutic treatments aid relaxation and ease arthritic pain.

Springhill Care Home has always believed that complementary therapies are an integral part of life and have offered a variety of treatments for some time now.

Our specially designed beauty salon welcomes people with soothing music, and aromatic oils are used to create a calm and welcoming atmosphere.

For those who prefer, treatments can be offered within the comfort of one’s own room at a time to suit the person. Individuals can choose their oil, cream or lotion and services are offered to both men and women – both of whom use the opportunity in equal numbers!

Happy 50th Birthday Julie from all of us at Birch Green and Springhill Care.

We hope you had a lovely day.

Meet Bekah...

Bekah has just started with us at Birch Green Care Home as a Lifestyle Coordinator. She is 20 years old and lives in Shevington.

Bekah has 2 horses, Molly and Dexter and when she's not working she spends most of her time with them.

Bekah also enjoys going out with her friends.

A very warm welcome Bekah, from all at Birch Green.

Well done Edna

Through the Looking Glass at Birch Green Residents at Birch Green enjoyed an Alice in Wonderland afternoon recently with colourful costumes and themed snacks on offer.

We are very pleased to announce that our Edna achieved her personal goal of raising an AMAZING £500 for our residents fund from selling all you lovely people, Easter raffle tickets.

Jean presented Edna with flowers and a chocolate egg yesterday, just to say "well done & thank you so much Edna" from everyone at Birch Green.

A huge THANK YOU to everyone who donated prizes and bought tickets.

Once again everyone, thank you for all your support Also congratulations to Alice who won first prize in our residents raffle.

Staff got into the spirit of the occasion too, dressing as characters including the Queen of Hearts and Alice herself, and everyone enjoyed the ‘crazy lemonade’ and heart-shaped biscuits.

Photos from around the group from our social media pages

We value your feedback Whether residents, their families and friends or our staff members, we like to hear what you have to say about the way we work, and importantly, act upon your comments or concerns.

Many people already provide us with valuable comments through letters, e-mails and cards which we are proud to receive, and we have also been encouraging people to add comments to the www.carehome.co.uk website – a ‘Trip Advisor’ for the care home sector or through NHS Choices.

We have also used regular one-off surveys, focus groups and meetings to gather feedback on what is working well and what can be improved.

Recently The Care Quality Commission (CQC) introduced a new inspection process which will collect survey data from residents, relatives and staff and social and healthcare professionals prior to an inspection visit (Visit the CQC website for further details).

Due to this new process being introduced, we are formalising the way we collect information and have worked in partnership with an independent company to develop surveys relating to each of our homes which will be available online.

There are a number of ways to access these surveys – on-line or by printing them off, and our staff members will have a hand held tablet available to enable people to fill in the questionnaire at their leisure.

We would appreciate your help and we will encourage people to fill these surveys in at any point in time.

These surveys are not intended to replace a simple conversation, so don’t forget, our managers also welcome comments and suggestions in person. Any concerns or issues that require immediate attention, please raise with the general manager or a senior team member.

Sign up for our next e-newsletter If you would like to receive this newsletter by email, please send your email address to info@springhillcare.com or ask at reception for further information.

We need your help...

We need your help with stories for our social media pages, website’s and local press. If anyone has anything they would like to share, please contact Christine Stevens on the details below.

Also we would like to ask all our staff and relatives, who engage in social media, to like & share our Facebook pages and to follow us on twitter, so you can see what’s been happening & what’s going on in each of our homes – spread the word!

You will find all our social media details below.

Thank you

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Affinity Supporting People – www.facebook.com/affinitysupportingpeople Birch Green Care Home – www.facebook.com/birchgreencarehome Riversway Nursing Home – www.facebook.com/riverswaycarehome Springhill Care Group – www.facebook.com/springhillcaregroup Springhill Care Home – www.facebook.com/springhillcarehome TWITTER - @Springhill_Care

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@AffnitySupport

© Springhill Care This newsletter is from Springhill Care Group Limited.

Registered Office: 11 Cannon Street Accrington, Lancashire BB5 1NJ T: 01254 304500 F: 01254 304531 E: info@springhillcare.com W: www.springhillcare.com