Issue 40 20.01.21
The weekly online newsletter for the care sector
Team meets with Matt Hancock SECRETARY of State for Health and Social Care, Matt Hancock, virtually met with team members at Gracewell of Kentford to discuss the care home’s innovative visiting protocol – which has allowed residents to have meaningful contact with their loved ones. He heard from general manager Peter Walton about how the ‘Safe Visits’ protocol has proven invaluable to residents and their families. It identifies ways that family members can safely see their loved ones in a meaningful way, including holding hands, where there is a clinical need. Peter said: “There was a sense of determination that we wanted to implement safe visiting. “We’ve had huge support from the region and Gracewell Healthcare, and it has been brilliant to see the reaction of residents and their loved ones when they have been able to see each other again.” Matt also thanked the care home for providing inspiration to the changes in government guidance earlier this year which re-introduced visits to care homes. He said: “I wanted to make sure that the guidance was clinically correct, and you showed how this could be done. I really appreciate
what you are doing, not only in Kentford and across the country, but in inspiring the national guidance changes that we have been able to bring through.” Anna Selby, head of Gracewell Healthcare’s Covid-19 Task Force, also spoke about the care provider’s testing regime which underpins this protocol. By using regular Lateral Flow Testing, Gracewell of Kentford has been able to effectively manage the risks associated with bringing visitors into the care home. Anna said that these tests, combined with appropriate PPE, has been key to facilitating numerous interactions in a safe and controlled environment. Beverly Cardosa, Gracewell’s regional director of operations for the South East, said: “The past nine months have been clearly challenging for our team members who have been at the coal face of the pandemic. “They’ve worked hard to balance the expectations of our residents and their families against protecting the care home from the virus. “Yet by making effective decisions on a day-to-day basis, they’ve been truly successful at maximising the quality of life for all at Gracewell of Kentford.”
Random acts of kindness bring joy
Nassrat Bi won the Dame Barbara Windsor Award at ITV Good Morning Britain’s 1 Million Minutes Awards. The GMB 1 Million Minutes Awards aim to celebrate the unsung heroes who have helped others. The ceremony was hosted by Ben Shephard and Kate Garraway. Nassrat, who has worked as a care assistant at Bluebird Care Birmingham East and North for almost three years, specialises in working with customers who receive palliative care. From the outset of the pandemic, Bluebird Care Birmingham East and North was astounded by Nassrat’s commitment to caring for others, and her ability to put the needs of her customers before her own. Nassrat lost her own father to Covid-19, and after a very short leave period she returned to work to continue to support her customers and their families through the end-of-life care process.
A BIG THANK YOU
FROM ALL OF US TO ALL OF YOU FOR ALL YOU ARE DOING TO KEEP OUR MOST VULNERABLE SAFE AND HAPPY …
WE’RE IN AWE OF YOUR SELFLESS HARD WORK AND DEDICATION.
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STAFF at Greenacres care home near Huddersfield have teamed up with national supermarket chain Morrisons to provide essential food and toiletry packages to local older people who are currently affected and isolating themselves against the coronavirus outbreak. The two joined forces to create essential festive goods packages which include lots of tasty treats such as cakes, biscuits, boiled sweets, tins of chocolates and even after dinner mints. Lifestyle manager and driving force for the essential goods package donations, Jessica Skirrow, said: “There are so many people throughout the nation that have been heavily impacted by this virus. “When we heard the heartbreaking accounts of how some older people are struggling to obtain the food they needed, it became apparent that we could really help. “Everyone has rallied round to gather as many donations as possible and the help from our local Morrisons has been brilliant. “We have really been able to spread some joy and meet such kind-hearted people. I am really pleased with how successful the project has been.” The contributions from the home will go some way to helping ensure that local older people do not go without a little joy this winter. Residents at the Holmfirth care home helped staff organise stock and pack bags ready to be delivered door to door throughout the community.
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In your recent Caring UK magazine you may have found a DVD included. This DVD has been designed and produced by The Medau Society, using National Lottery funding from Sport England, and in partnership with EMD UK. It is for you to use with your residents to offer them a fun, engaging, and worthwhile activity session. To help us understand if the DVD has had the intended impact, we would like to understand a little more from you so please do take some time to complete the below survey. It should only take 5 minutes to complete.
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Operator wins gold for its franchise marketing BLUEBIRD Care recently won the Gold Award for ‘Outstanding Franchise Marketing’ at the Approved Franchise Association Awards. The homecare provider was also highly commended in the ‘Best Franchise Support’ category. The ‘Outstanding Franchise Marketing Award’ considered both online and offline activities, including a franchise’s website, social media, online campaigns, print media, events and public relations. Bluebird Care won the award for demonstrating excellence in marketing activities aimed at both potential franchisees and consumers. Marketing and communications director Hannah Banfield said: “We are honoured to win the AFA Award for our outstanding franchise marketing. “It was also great to be highly commended for our franchise support. “This year has undoubtedly been a challenge, however, thanks to a great team and an innovative strategy we have been able to market our care services more effectively than ever. “Our new marketing strategy has enabled us to hire new care assistants across the UK at a time when unemployment is a concern for many. “We have also been on hand to offer high quality, personalised home care to many new customers. “Many of these new queries are
a direct result of our extensive marketing and PR endeavours. “We will continue to showcase our incredible network of businesses across all channels, as we continue to keep our franchise owners engaged and involved in the development of the brand, so that engagement and buy-in remains strong.” The group’s marketing team has seen some incredible results using its new National Marketing Strategy, which launched at the end of 2019. The approach incorporated digital innovation, a well-suited strategy during an unprecedented year in which face-to-face marketing has been difficult. Bluebird Care’s main website had stagnated in terms of its visitors for several years with little uplift in enquiry or application volumes, so the team wanted to implement some game-changing initiatives. New national marketing manager Dean Martin orchestrated the launch of the live chat service, offering visitor engagement across the website 24/7. The care provider used franchise industry experts to deliver the live chat tool, and they generated nearly 20,000 chat engagements in the first six months. Bluebird Care has also implemented three new regional marketing managers, who work on a local basis in branded vehicles to “take marketing to the people”.
THE 2021
CARING
UK AWARDS
Resident Winnie Mulgrew with one of the Google Nest smart speakers.
Home receives speakers RESIDENTS at Oakland Care’s Lambwood Heights in Chigwell are among the first in the UK to receive free Google Nest smart speakers that enable them to make calls and connect with friends and family. Each Nest device has been set-up for the residents, including their contacts and calling preferences, with the aim of helping them to feel more connected with their loved ones. Chief executive officer Joanne Balmer said: “During both lockdowns we have organised for our residents to video call their families, but the positive effect generated by the smart
devices has been brilliant and takes it to a whole new level. “For residents to be able to see the familiar faces of their loved ones is very reassuring in these difficult and uncertain times. “It makes them feel more comfortable and less anxious. “It’s a great way of promoting independence and providing our residents with the privacy to make their calls.” The purpose-built hubs have been simplified for the home’s less techsavvy residents, and each of them has full-control over their privacy settings.
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Operator fined after resident’s choking death
Peter Hughes, support worker at Fosters Extra Care, receives his award from Helen Woodland, director of provider services.
Care provider celebrates employee appreciation with its STAR Awards SOCIAL care provider Optalis has been shining a light on the positive efforts of employees with its annual STAR Awards. The STAR Awards recognise those who have gone above and beyond in their work across a number of categories, highlighting those who have consistently performed with empathy, embraced an optimistic attitude and maintained ongoing commitment to the care given to customers supported by Optalis’ services. Now in its fifth year, the annual awards ceremony was at risk of being blighted by the pandemic but this year, more than ever, Optalis wanted to ensure colleagues got the recognition they deserved. The ceremony, which was due to take place this summer, was put on hold but as lockdown restrictions eased, small-scale local celebrations have taken place in keeping with Covid guidelines. Chief executive officer David Birch said: “In our organisation, recognising and celebrating outstanding staff achievements and innovation is one of our priorities. “The STAR Awards are a brilliant opportunity to do just that. “It’s a real shame that we were unable to hold our award ceremony event this year, I was very much looking forward to it. “Nevertheless, we took the decision Two members of staff at Blandford Grange in Blandford Forum have been thanked and recognised for each dedicating 10 years of service to the nursing home. Sharon Cork, head chef, and Babs Mitchell, administrator, who have each worked at the home since it opened, were presented with gifts and certificates by home manager Tilla Wagner, and a special celebration afternoon was enjoyed by all. The duo were celebrated for their dedication to the home and residents – both of whom have been nominated and shortlisted for industry awards in recognition of their commitment, in recent years
to push ahead with the STAR Awards to ensure that our colleagues and teams who received a nomination got the recognition they deserve. “We hope that those who won, feel our genuine appreciation for the hard work, commitment and dedication they bring to their jobs and meeting our customers’ needs.” Employees were nominated in eight categories that highlighted accomplishments reflecting the company’s core values, including the Unsung Hero award, Outstanding Team award and an award nominated by people supported by Optalis, ‘Customer Choice’. The winners in each category were commended for their outstanding approach. Examples of the winning nominations included a team member who consistently showed and executed great determination over time, especially in respecting everyone’s views during difficult situations. A second example included a member of staff who excelled in using communication aids, to give individuals with communication difficulties the ability to express themselves. A third example was a team member who showed an ongoing commitment to brightening the day of the people he supports with his cheerful demeanour.
A HAMPSHIRE care home provider has been fined following an incident in which a man died following a choking incident while eating his meal. Buckland Care Limited, which ran a care home called Merry Hall Nursing and Residential Care Home, now called Hartwell Lodge in Fareham, Hampshire, was fined £80,000, ordered to pay £16, 305 prosecution cost, plus a £170 victim surcharge at Portsmouth Magistrates Court in a prosecution brought by the Care Quality Commission. The company pleaded guilty to failing to provide safe care and treatment, resulting in avoidable harm, to Mr Alec Marshall at Merry Hall in March 2017. The court heard that Mr Marshall required assistance to cut up his food and that he should be monitored during meal times. It was mentioned in Mr Marshall’s risk records and support plans that his meals should be cut up into small, bite size amounts. However, it did not give any guidance as to what dimensions would make up a bite size amount or what was meant by monitoring. The daily handover sheet used on March 12 2017 identified the risk of choking and that Mr Marshall needed assistance to cut up his food, but it did not explain the requirements for monitoring or that food should be cut up into small pieces. On March 12 2017 Mr Marshall was given his lunch and was left alone in his bedroom at Merry Hall.
Shortly after this, he was found in his room, unresponsive. Paramedics were called and removed an approximately two inch by one inch piece of meat from Mr Marshall’s throat. Resuscitation was unsuccessful and Mr Marshall was pronounced dead at the scene. Buckland Care Limited failed to provide safe care in two respects: care documentation did not give enough guidance in relation to the choking risk and the handover process on March 12 2017 did not properly cover the measures in place to protect Mr Marshall in relation to a risk of choking. Rebecca Bauers, head of adult social care inspection in CQC’s south region, said: “This is a distressing case, and our thoughts and sympathies are with Mr Marshall’s family. He had every right to expect good, quality care and it is right that the provider has accepted responsibility in this case. “It was the serious failure of the home to protect Mr Marshall from avoidable harm that led to CQC’s prosecution of the provider. In their role as provider Buckland Care Services had a specific legal duty to ensure care and treatment was provided in a safe way. We found they had failed to do this by not ensuring risks had been fully assessed and measures were not in place to prevent harm. “Where we find any care provider has put people in its care at serious risk of harm, we will take action to ensure that people are safe and hold providers to account.”
Veterans receive gift boxes SUNRISE of Winchester hosted a presentation to give ex-servicemen and women living at the care home The Not Forgotten’s ‘Forget You Not’ gift boxes. The Not Forgotten Association is a British Armed Forces registered charity for ex-armed forces personnel throughout the UK. It aims to combat isolation and loneliness in the armed forces community. The Covid-19 pandemic meant many veterans did not have the chance to properly celebrate the 75th anniversary of the end of WWII. The Not Forgotten Association therefore arranged for many former veterans to receive ‘Forget You Not’ gift boxes, as a token of appreciation for their service. The team at Sunrise of Winchester organised a socially distanced ceremony for the veterans living at the care home. At this ceremony they handed out the ‘Forget You Not’ boxes they had organised for delivery to Sunrise of Winchester, and the residents were touched to receive them. The veterans wore their medals and badges, and a bingo game was
organised using their individual service numbers. Paul Cooper, community relations at Sunrise of Winchester, said: “This was a wonderful way to celebrate our amazing ex-servicemen and women. We were all touched when they all remembered their service numbers in the game of bingo.”
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Artists help seniors find inspiration in lockdown COMMUNITY support workers from Belong at Home Wigan, the homecare service provided by not-for-profit care group Belong, are working with artists and customers in a collaborative creative project to bring art into people’s homes. Delivered in partnership with Bluecoat, Liverpool’s centre for the contemporary arts, the six-month project is designed to tackle isolation by using art as a vehicle for wellbeing and social interaction, and is funded by Arts Council England and the Baring Foundation. Belong at Home Wigan area manager Sophie Walls added: “The project has presented the perfect opportunity to offer something more to our customers during this difficult time and we are thrilled to support them to enjoy such meaningful activities on a one-to-one basis. “It is a great experience for our community support workers to see the benefits of using art for someone’s wellbeing, and it’s enabling us all to develop new skills that can be used for years to come – it’s wonderful to see the smiles on our customers’ faces.” The initiative is part of Belong and Bluecoat’s wider research project, Where the Arts Belong, and follows a pilot at a Belong care village in Crewe which brought creative artist-led activities to residents. This pilot demonstrated a range of positive outcomes in engaging older people, including enhanced cognitive capacity, improved mood and an increased sense of community. The project is now being taken out into the community, and will see
Belong at Home Wigan customer Mary Cunliffe takes part in one of the workshops. five critically acclaimed artists host a range of workshops for the Belong at Home team and their customers via video call, including sessions in music, drawing and dance. Structured in three eightweek cycles, the first cohort are being trained in storytelling and sound recording to create a radio programme by artists Alan Dunn and Roger Hill. Inspired by Wigan comedian Ted Ray and his ‘Ray’s a Laugh’ radio show, participants will create sounds using their voice and objects from the home, such as telling jokes and rattling keys, and play them down the telephone as part of a live ‘concert’. The project has funded four iPads to enable Belong at Home colleagues to complete the workshops with their customers in addition to routine care visits.
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Brackley Care Home has 66 modern en-suite bedrooms.
Operator opens new £12m site in Brackley THE first residents have been welcomed at a new £12m luxury care home that will generate more than 100 jobs in Brackley. Kingsley Healthcare’s 31st care service, Brackley Care Home, has been built by Midlands-based Deeley Construction. The home has 66 modern en-suite bedrooms, a cinema room, library, café, hairdressing salon, quiet lounges and conservatory; attractive outside spaces include a sensory garden. Its contemporary design is the work of award-winning Leamington Spabased Rickett Architects. Home manager Sheena Croston said: “I am thrilled by the positive feedback I have had from everyone who has visited the home. “Once Covid has gone away, we will be eager to build even stronger relationships with local groups and organisations and invite them into the home. “It is important for us and our future
residents that the home becomes a central part of the community.” South Northamptonshire MP Andrea Leadsom and the Mayor of Brackley, Councillor Christopher Cartmell, were given VIP tours ahead of the first resident’s arrival – and both said how impressed they were with the home’s facilities and its decor. Other guests of honour included Emma McGowan, alumni and community relations manager at Winchester House school, who runs the Brackley Community Dementia Friendly Choir. The home’s dementia unit has been named the McGowan Suite, honouring her valuable community work through the choir. Pupils from the school have presented the home with a colourful piece of artwork which will take pride of place in the Maypole Café, a relaxed meeting place for families near the front entrance.
I run a choir. I was really busy then suddenly had nothing. Just by luck I was on a week’s holiday and saw an ad for Colten Care entertainers and companions. I applied, had an interview and got the job.” Nicky now works three days a week at the care home. “It’s absolutely fantastic” she added. “I’ve had such a warm welcome from the staff and residents. It’s a totally new scenario for me, going into a workplace where people are doing different jobs, but everybody is really lovely to me.” Nicky sings and plays a range of music for residents including 50s and 60s hits, jazz standards and songs from the war years. She is currently planning a ‘Cockney afternoon’ featuring old London singalongs. “Music is so therapeutic and uplifting,” she said. “The residents tell me they really love it. Some join in straight away if they know the tune. One lady calls me her ‘little nightingale’. “They know I can sing but some don’t know I won Eurovision. I would
like to say they are in total awe but they just accept you are performing and appreciate it. As long as they enjoy what I’m doing with them, that’s the main thing.” As well as her career in music, Nicky has done voluntary work in a hospital in Essex for people living with dementia and other mental health issues. Aside from performing, her companionship role at Colten Care includes holding group sessions on arts and crafts, staging quizzes and games, and spending one-to-one time with individual residents. Nicky said: “I have a great learning curve every day. It’s a joy to be able to contribute to the wellbeing of the residents and provide stimulation for them through varied experiences and activities. They are always pleased to see new faces. “So many elderly people around the world are not seeing their families as much because of the pandemic. Witnessing our residents being happy because of what we do as a team makes all our work so worthwhile.”
Eurovision winner joins care home’s companionship team MUSIC fans among the residents at a Dorset care home have begun enjoying regular live performances in their lounge from a Eurovision Song Contest winner. Colten Care has appointed Nicky Stevens from pop group Brotherhood of Man as a Companionship Team Member at its Ferndown home, Amberwood House. Nicky and the band gained worldwide fame when they won Eurovision in 1976 with the song Save Your Kisses for Me. It went on to be a number one hit in 33 countries, holding the top spot in the UK for six weeks and becoming one of the most successful Eurovision songs ever. A classically trained singer and pianist, Nicky has been a professional musician all her adult life and a member of Brotherhood of Man since 1972. Like many other performers, she and the band had been looking forward to a busy season of gigs until the Covid crisis brought much of the live music industry to a halt.
Nicky Stevens Nicky, still the only Welsh person to have won Eurovision, said: “I’ve spent 48 years in Brotherhood of Man with same line-up of four people. We sometimes joke that we’re ‘still working and walking’. “However, because of the pandemic, all our work was wiped out. We had a very full diary planned but our last gig was in March 2020. I am also a voice coach and a singing teacher and
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