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Ombudsman Issues Good Practice Guide for Care Providers The Alzheimer’s Show 2019,

The Local Government and Social Care Ombudsman has issued a good practice guide which shares lessons from complaints to help adult social care providers improve their services. The Local Government and Social Care Ombudsman has issued a good practice guide which shares lessons from complaints to help adult social care providers improve their services. Based on the Ombudsman’s lengthy experience of investigating complaints about independent providers, the guide gives real-life examples of the common problems the organisation sees – and offers some ways to avoid the pitfalls. Common issues the Ombudsman sees in its complaints include a lack of clear information about fees, charges and contracts, problems with billing and invoices, ensuring people’s belongings are looked after properly, and dealing with challenging behavior from friends and relatives. Michael King, Local Government and Social Care Ombudsman, said: “Since 2010 we’ve been the only independent route to redress for the thousands of people receiving care from independent providers. “In that time, we have investigated thousands of complaints, and have upheld a high proportion of those we investigate. “And although we see poor practice, we also see good examples of care providers making practical changes as a result – and it is this good practice we want to encourage. Care providers can learn a lot from the complaints we receive and resolve, and by working together

hopefully we can improve the system for everyone. “We believe caring about complaints and learning from them is a sign of a mature culture and good leadership – as well as being a cost-effective way of improving, especially when resources are under pressure.” The report also shows how the Ombudsman works in partnership with care regulator, the Care Quality Commission and includes a copy of the single complaints statement, Quality Matters, which was produced in partnership with organisations including HealthWatch England last year. The statement helps adult social care providers set out what service users, their families and representatives can expect when making a complaint. Since the Ombudsman gained the jurisdiction to investigate independent care providers, it has investigated more than 2,000 complaints and is now upholding 69% of those investigated. This is higher than the overall uphold rate for all adult social care complaints (61%). The Ombudsman remedies individual injustice and improves services. Where its investigations have found fault, the Ombudsman makes recommendations to remedy that fault. This can come in the form of, for example, an apology, a financial payment or a reassessment of services. Ombudsman recommendations may also include wider improvements to services including revisiting training, policies and procedures. The report is at mar/ombudsman-issues-good-practice-guide-for-care-providers

Care Homes Prepare For Care Home Open Day 2019 Care homes up and down the country are preparing for Care Home Open Day on 28 June. The theme this year is art in care and is bursting with ideas as to how to mark the occasion. Care Home Open Day is now in its 7th year, and. encourages homes to open their doors to celebrate a different theme each year, with a few key values at its heart: friendship, making connections and celebrating older and vulnerable people Sylvie Silver, Executive Director at National Activity Providers Association (NAPA) says: “Care Home Open Day is a great opportunity to invite the local community in to homes to

share the amazing work that goes on in them. Many will routinely display visual arts but far more creative activities happen every day. Knitting groups, Poetry clubs and Fine Art discussions are just a few that I have seen recently. Lots will be happening on 28 June and I hope that the general public will make the most of this opportunity to make friends with their local home”. Professor Martin Green OBE, Chief Executive of Care England, say: “Care is multifaceted and we want to encourage the therapeutic benefits of art for all those in need of care or those providing care. Now well established, Care Home Open Day, is a real marker

in the calendar. I have been so enthused by the efforts that care homes have gone to and I am really looking forward to joining in the celebrations in June”. provides a suite of ideas for care homes allowing them to get creative on a small or big scale. With Spring around the corner some care homes are busy making paper flowers and fluffy chickens whilst others are busily decorating cakes for Mother’s Day and some warming up their voices in their choirs. There is something for everyone.

Runny Lion Eggs Return to Care Home Menus Fifteen months on from the official change in FSA advice, care home caterers are returning runny and raw eggs to their menus, ensuring that their residents don’t miss out on popular mealtime options like scrambled eggs, boiled egg with soldiers and omelettes. The change in FSA advice confirmed that British Lion eggs are safe to be eaten runny and even raw by elderly people, as long as they have the British Lion mark. A number of care home providers, including BUPA, Anchor Trust, Care UK and Four Seasons, have all since confirmed to the British Egg Information Service that they are using Lion stamped eggs in their homes. As well as boosting protein levels, eggs also contain numerous vitamins such as vitamin D, B vitamins, iodine and

choline and can be useful in helping to cater for elderly people with dementia due to their widespread use in many classic recipes. Andrew Joret, chairman of the British Egg Industry Council, says “With eggs occupying a key place in many traditional British dishes, it is wonderful that more and more elderly people in care homes are now able to enjoy them served runny and raw. “As awareness of the change in FSA advice is beginning to seep through and research on the universal health benefits of eggs continues to be published, it is fantastic that an increasing number of care homes are taking note of the safety guarantees associated with runny and raw Lion eggs and their health benefits.”

Olympia London The UK’s leading event for dementia is on 7–8 June 2019 at Olympia London. The two-day conference and exhibition is designed to provide help, resources, information and advice, as well as showcasing the latest and best products and services. Featuring a wide range of expert speakers across three theatres, daily question time sessions, Q&A’s, practical activity workshops, professional advice clinics, interactive dementia experiences and a wide range of dementia and care exhibitors, The Alzheimer’s Show is an unmissable event for those working in the care and health sector wanting a better understanding of dementia, the challenges it can bring as well as providing access to information, new ideas and practical tools to help those living with dementia. For further information and to book tickets visit Tickets cost £15 online, £20 on the door. See the advert on page 12 for further details.

Profile for The Carer

The Carer #44 Spring 2019  

Issue #44 of The Carer - The leading independent publication for nursing and residential care homes. Published Spring (April) 2019.

The Carer #44 Spring 2019  

Issue #44 of The Carer - The leading independent publication for nursing and residential care homes. Published Spring (April) 2019.

Profile for thecarer