Caring UK Weekly - Issue 64 by Script Media

Issue 64 07.07.21

The weekly online newsletter for the care sector

New report is welcomed by providers THE country deserves to have a properly funded social care system, paid for by the taxpayer, and should not have to worry about care costs in later life, campaigners have said. Welcoming a report into people’s attitudes to their later life care, the Independent Care Group said people had a right to expect they would be looked after as they got older. Chair Mike Padgham added: “It should be a fundamental right in this country that people are looked after properly in later life and should not have to worry about selling their home and seeing all of their savings lost. “We should have a properlyfunded and sustainable care system, funded by all of us through taxation or National Insurance, just like the NHS, that looks after us when we reach a time in our lives when we need help. That should be a basic human right in this country. “It shouldn’t mean that people have to sell their home and it should mean that they can still pass on an inheritance to their children to help them with their lives.” The report, ‘Just Group Care Report 2021 – The Policy Vacuum’, looked at the understanding and attitudes of

over 45s towards later life care. It revealed that confidence in the government to deliver its promised reform of care has fallen from 26 per cent last year to 13 per cent. It found that people were putting off planning for care and were hoping for a clear policy announcement. People are still making donations to their children, despite uncertainty over future care costs. Mike said he understood the lack of Government confidence. “As we have been promised reform time and time again without it being delivered, it is understandable that confidence is falling,” he added. ”Government after government, including this one, have reneged on promises to reform the sector and betrayed 1.5m people who currently can’t get the care they need and everyone else who will need care in the future.” In an open letter to carers, new Health and Social Care Secretary Sajid Javid has said: “This past 18 months, you’ve all moved mountains to keep people safe. You don’t only have my gratitude, but my word that I will now do everything I can to look out for you.”

Group logs on to offer virtual tours

Different generations of veterans came together to discuss their time in the military during a special reminiscence session at Royal Star & Garter. Four staff members at the Solihull Home who have served in the Armed Forces chatted to residents and shared photos and stories of their time in service. Army veterans Alex Ferguson and Carmen Asemani, Navy veteran Kevin Dempsey and RAF veteran Jill Nussbaum (pictured above) who all work at the Tudor Coppice care home, swapped military tales and anecdotes with residents. It was part of string of activities which took place at the Home to mark the recent Armed Forces Day. Jill, physiotherapist at the Home, served between 1982-1985, and was a dog handler caring for RAF dogs.

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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A SCOTTISH care group has invested in new technology to offer potential residents and their families virtual viewings from the comfort of their own homes. Mansfield Care has produced virtual tour videos for seven of its 11 care homes across Scotland, showcasing both the interior and exterior of each to give an accurate representation of the building. The homes include Belleville Lodge and Craighall House in Edinburgh, Pine Villa in Midlothian, and Peebles Care Home, Galahill House, Millfield House and St John’s throughout the Scottish Borders. The operator hopes the videos will allow potential residents or family members looking on their behalf to get a feel for the services without leaving their home, while reducing the number of people entering the premises. Mansfield Care’s founder Andrew Hume said: “It is important for us to continue to adapt and innovate our processes and services as the industry becomes more digital. “On top of this, virtual viewings are a way to keep our current staff and residents safe, whilst making the process easier for those looking to make the move to one of our homes. “Virtual viewings will allow potential residents to see the apartment almost in person from the comfort of their own home for convenience, safety and to enable people who cannot travel easily to conduct a viewing.” Personalised virtual viewings can be arranged, with a member of staff on hand to answer questions.

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Care Home Guides For registered managers and care home owners

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Business in Focus

Care home communications

Fair trading for care homes

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A guide for registered managers and care home owners

Making sure your business complies with consumer law

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Operator crowned health and welfare champions A FAMILY owned and operated group of care services is celebrating after securing a win in the prestigious Family Business of the Year Awards 2021, an annual celebration of the very best of British family businesses. CHD Living, which operates 13 residential facilities, two specialist rehabilitation centres and a domiciliary care business supporting more than 800 people across Surrey and South London, was declared the winner of the National Family Business of the Year Award for Health and Welfare 2021. Shaleeza Hasham, head of hospitality and communications at CHD Living, said: “CHD Living was founded by my mother, my father, and my paternal grandparents in 1984. “Our extended family including my maternal grandparents and my aunts have all been involved in CHD Living in some capacity over the years. “Now, almost 40 years later, my brother, my cousin, and myself are all involved in the running of CHD Living. This is important to us as a family. The core value of being a family-operated business and only providing care services that we would be happy for our loved ones to be

a part of remains at the heart of everything we do. “We’re delighted to win this award and to be recognised by Family Business United as one of the best family-run British businesses in Health and Welfare. We hope that CHD Living will remain a familyoperated business for many more generations to come.” Now in its ninth year, the Family Business of the Year Awards organised by Family Business United celebrate the contribution of family firms of all sizes and sectors, the heritage and values behind the businesses, and their involvement in the community.

THE 2021

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With more than 35 years of experience providing the best quality of care to local communities, the win recognises CHD Living’s standing as a major player in the Surrey marketplace as well as its commitment to maintaining a strong family business culture where staff and service users are treated with respect and compassion. CHD Living’s wide-ranging facilities care for people in their own homes, through respite care and seamlessly onto residential, dementia, nursing and palliative care. Each of its properties – many of which have been successfully

extended and upgraded – is designed to suit the differing needs of residents. Whatever their needs, emotional or physical, CHD Living’s carers are always on hand to support residents, their relatives and other members of staff. This family-oriented ethos is instilled throughout their offering, delivering a home-away-fromhome experience for residents so they can continue to live life with independence, freedom and choice, whether that be in one of CHD Living’s residences or the comfort of their own home. Winners were selected regionally and from several industry sectors, as well as nationally with regards to entrepreneurship, innovation and the spirit of a family business. They were determined by a panel of judges that comprised family business leaders, professional advisers with a family business specialism and previous winners. CHD Living’s award was presented at The Family Business of the Year Awards 2021 which, in line with government rules around gatherings, took place as a virtual awards ceremony.

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BT announces national rollout of Care Home Companions service Residents Elizabeth Cracknell and Joan Walker bonded over their love of music.

Friendships flourish at home’s ‘Big Lunch’ RESIDENTS at Ebor Court care home in Nether Poppleton took to the garden to join in with the Eden Project’s The Big Lunch. The event, which sets out to connect people around local communities to create a positive place to live, was an opportunity for residents to enjoy lunch and learn more about one another. Lifestyle manager Susie Carman created topical prompts as conversation starters between residents, with the aim of learning fun facts and common interests. She said: “Every year we love to support the Eden Project and host a ‘Big Lunch’ and invite the local community into our home. “This year we wanted it to be no exception, but focused our attention on our very own internal community. It was lovely to see all of the residents making new friends and finding

common interests. “I can’t wait to watch these new friendships flourish as we host more activities and events throughout the summer.” Residents enjoyed a picnic style party with savoury charcuterie boards and an abundance of sweet treats including sticky toffee pudding, salted caramel ice-cream, homemade cream buns, French pastries and even a chocolate fondue with fresh strawberry skewers on offer. Head chef Ian Munro, who was behind the menu, said: “It was my pleasure to put together our ‘Big Lunch’ picnic. I personally think there is nothing better than spending time with good friends, both old and new, over good food. “When creating the menu I made sure to take requests from the residents to ensure everyone had something they loved to eat.”

BT has announced the national rollout of its employee led initiative Care Home Companions to more than 300 care homes across the UK. Since 2020, BT, EE and Plusnet contact centre colleagues have been volunteering to regularly chat with care home residents to keep their spirits up during the pandemic. Nick Lane, MD of service, BT’s Consumer division said: “Giving back to local communities is so important, so when we heard there was a group of people who’d appreciate a chat, our volunteers jumped at the chance to help. “I couldn’t be prouder of them. Being local and personal is such a big part of who we are now, meaning that we’re uniquely placed to be making these calls to those in our communities who need it most. “The feedback from the residents, carers and care homes has just been overwhelmingly positive and our people love it too.” Following a successful launch in the North East, BT is expanding Care Home Companions with its partner HC-One, with the ambition to have 1,600 volunteers making 15,000 calls to residents over the next year. BT colleagues are using their personable and local communication skills they’ve learnt as customer service advisors to chat with residents who might not have anyone else to talk to on a regular basis.

During lockdown, the Office for National Statistics found that those who are “always or often” lonely reached eight per cent* of UK adults. Care Home Companions is helping to tackle the loneliness epidemic by giving volunteers from nearby UK based BT, EE and Plusnet contact centres the opportunity to give back to their local communities. Call centres taking part in this initiative include Darlington, Sheffield, Leeds and Doxford Park, and will be expanding to a total of 30 centres, with additions including Accrington, Blackburn, Lancaster, Liverpool and Warrington. In line with BT’s mission to Connect for Good, the original idea for Care Home Companions was born out of an existing project set-up by a group of BT employees in 2020 to help tackle loneliness in the UK. The scheme was hugely successful, with around 140 volunteers making more than 1,600 calls to care homes in the North East during 2020. Colleagues who volunteer to take part are given full training on top of their professional customer service skills on how to help their care home companions feel more connected. Matching companions in the same area means volunteers can bring in their own personal and local experience to build friendships and help residents feel comfortable and supported.

Val has no plans to slow down despite turning 80 VAL Banfield started working at Rogers House in Gillingham 29 years ago when it first opened its doors but, despite celebrating her 80th birthday recently, she insists she’s not planning her retirement just yet. She works three days a week and looks after her grandchildren, but Val plans to keep it that way, despite her son’s pleas for her to slow down and consider retiring. “I like being busy,” she said. “As long as I feel well, I want to work. I had coronavirus at Christmas and I was so grumpy not being able to do anything. I told my son I’d think about retiring after I turned 80, but even if I did, I’d come back as a volunteer.” Val was working as a dinner lady in a nearby school when the home was constructed back in the early nineties. Her husband worked for Gransdens at the time, the contractors developing the home and he told her they were looking for staff. “I wanted a change and was looking to leave the school for various reasons, so it came at just the right time,” she added. “First, I worked in the kitchen, then I became a carer, before being

Mayor opens new office Val Banfield promoted to a senior carer role. As I got older I moved to flexi shifts and now I’m in the domestic team. “I think I stayed so long because I just love it here, I love being with people and I love helping them. We all get on so well and there’s not a single person I don’t like, it’s such a nice atmosphere to work in.”

CHELMSFORD Mayor Jude Deakin officially opened Bluebird Care’s new Mid Essex office. Bluebird Care Mid-Essex has two offices – Chelmsford and Maldon. Mid Essex supports more than 100 customers across both offices with home care and live-in support. The Mayor was met on arrival by Bluebird Care Mid Essex’s directors Kevin and Lucy McCormack. Kevin said: “The opening of the new office is a testament to the Mid Essex branch of Bluebird Care. “Through building relationships with customers, setting high

standards and delivering outstanding service, we have been able to grow. “The new office puts us at the heart of the community in the city centre. It will allow us to continue to improve our high service levels to more customers in the region. A huge thank you to the whole team and Madam Mayor for celebrating with us and taking part in the official opening.” Registered manager Tash Schneider, manager Julia Mills, office managers Tracy Poulson and Angela Golshan, care supervisor Lauren Lillywhite and HR and recruitment officer Blanda De Lorenzo were also in attendance.

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Provider launches award to celebrate acts of kindness AN INITIATIVE has been launched by one of Scotland’s leading housing providers to celebrate its community for their acts of kindness. Housing and care provider Bield has launched a platform to recognise individuals going above and beyond in the community, naming the award – ‘You are one of a Kind’. Running until March 2022, customers, owners, service users, staff and members of the local community will have the chance every month to nominate their local heroes or heroines who have gone out of their way to lend a helping hand. Chief executive Dr Lynne Douglas said: “Many things can go unnoticed as people go about their day to day life and this award gives us the perfect opportunity to recognise all the little things that make a big difference to individuals and their communities – especially in the current climate. “The community at Bield has rallied together throughout the pandemic so we are really excited to launch this initiative and give those people a platform to share their amazing efforts. “Our first series of nominations have started to come through and the stories so far have been incredible – it is wonderful to see individuals supporting each other. “The Bield community is truly one

Dr Lynne Douglas of a kind and we felt this award will help showcase and celebrate the amazing people we interact with on a daily basis.” At the end of each month a board of judges will select a Bield customer, along with a staff member or volunteer, to receive the One of a Kind Award and a £50 voucher. This comes as the operator is celebrating its 50th anniversary this year and is looking to get as many people as possible involved in the milestone.

Advertiser’s announcement

Bollingbroke House

HPC sells Bollingbroke to expanding operator HPC has acted on behalf of the vendor in the sale of Bollingbroke House Care Home in Brierley, South Yorkshire to an existing owner. The property is a substantially purpose built care home, built around a period house, and provides well laid out accommodation registered for 33 residents across two floors. Planning permission has also been obtained for the construction of 32 care apartments on the site, adjacent to the existing care home. Bollingbroke House had operated within a larger care group for many years, and one of the HPC directors acted in the original sale to the vendor. The home has now been sold due to the vendor’s strategy of focussing care operations closer to its London base. The home has been acquired by Lions Meadow Ltd, which also owns and operates a nursing home in

Leeds. The sale was handled by HPC director Ian Wilkie, who said: “The home has been run by an experienced operator, who I have known for around 15 years, and we are pleased to have successfully concluded the sale of Bollingbroke House on their behalf. “We wish the purchasers every success in the future”. Speaking on behalf of the purchasers, director Shaun Basi added: “We are delighted to have made this acquisition and to have added to our operations in Yorkshire. “We look forward to continuing to deliver quality care at Bollingbroke House, and hope to make additional care home acquisitions via HPC in the future.” For further information email Ian Wilkie at icw@healthcarepc.co.uk or call 07932 55071.

Care home docks in France as its virtual voyage continues RESIDENTS and staff at a Woking care home have left the sun swept Italian shores behind for the romantic culture of France, as its virtual sixmonth cruise makes its penultimate destination in the picturesque country of love and wine. With passports at the ready, residents at Nellsar’s Princess Christian Care Centre have disembarked in beautiful France, where many a day trip across the channel will have been enjoyed by residents in days gone by. Whether it’s a virtual visit to the iconic symbol of Paris, the Eiffel Tower, journeying among the top European collections of fine arts at the Louvre Museum, or serenading a loved one across Brittany, residents will enjoy a month of French-themed activities, decorations, music, cuisine and costumes, from the comfort of their armchairs. Carol Taylor, recreation and wellbeing champion at Princess Christian Care Centre, said: “It really has been South of France weather this month, so it was nice to see our residents slapping on the suntan lotion and enjoying lots of cold drinks in the sunshine.” The Bisley home even had one of its entertainers, whose native language is French, sing French songs to residents

for their cruise stop. Najwa Ezzaher, who is a sound healing practitioner, uses music as a therapy to help soothe and relax residents. Going by the stage name Mademoiselle Najwa, the talented singer performed traditional French songs such as ‘La Vie En Rose’, ‘Je Ne Veux Pas Travailler’, ‘Les ChampsElysées’, ‘Sur Le Pont D’Avignon’, and ‘La Marseillaise’. Carol added: “Najwa applies complementary therapy techniques to help reduce behavioural symptoms among residents with neurological diseases. “With her beautiful voice and positive energy, Najwa’s music therapy has had the most wonderful effect on our residents, giving them an uplift in mood, reducing restlessness, and in some cases, diminishing the need for certain medications. “Her music also helps our residents rekindle fond memories, which can help them reconnect with their loved ones.” Dubbed ‘Around the World with Nellsar Cruises’, the virtual ship will dock at a different country each month, with its final destination being the Caribbean, before returning to the UK in August.

Residents of Dene Holm Residential Care Home in Northfleet were treated to a free lunch thanks to the staff at the nearby Morrisons. After more than a year of very few outings, the residents were over the moon to be invited to the supermarket for a bite to eat. The Morrisons staff regularly treat the residents, dropping in flowers and cakes, and with lockdown easing, Chris Bradford, the home’s contact at the store, decided to invite them all in for a free lunch. With a special table set just for them, the residents had a lovely time tucking into their lunch and enjoying a cup of tea. For many it was their first outing in a long time.

CARINGWEEKLY

New team set to transform care at York home

Young artist adds a splash of colour to residents’ lives A TEENAGER has been sharing her artistic gifts with residents of The Abbeyfield Society, from a distance of more than 100 miles. Charlotte Froud, a student at Ardingly College in Haywards Heath, West Sussex, has started an online art class for the 11 residents at The Old Bake House, a supported living scheme for older people in Chipping Norton managed by charity The Abbeyfield Society. The residents have been invited to learn from Charlotte, who set up her own charity art project during the first Covid-19 lockdown. They have so far been exploring some basic sketching techniques, and will work their way up to other forms of art as they progress. Charlotte said: “It’s especially important now to engage with people who have been isolated during lockdown. “The idea of running this class came from a conversation I had with my friends, when we talked about the things we had missed doing during the pandemic. “I thought it must have been doubly hard for older people, many of whom haven’t been able to go outside or have visitors come to see them. “I jumped at the chance to connect with some Abbeyfield residents and share my passion. “I chose The Old Bake House because I’ve heard great things about Abbeyfield from friends and family. “It’s clear from speaking to the residents the lengths to which their amazing frontline staff have gone to support them over the past year, and it is really inspiring to see how they have kept their spirits up.” “I’ve really enjoyed hearing the residents talk about their lives during our sessions. “They have some great, inspiring stories to tell and hopefully we will be

able to explore their own experiences through art further down the line.” Although currently working towards A-Levels in maths, chemistry and biology, and hoping to go on to study medicine at university, Charlotte says that she has always been passionate about art. “It’s something I’ve practiced from an early age,” she added. “I love the sense of community that art brings, when you’re creating something with other people. You can comment on each other’s work and see how it can conjure up different emotions. “Art can mean so many different things to different people. It has been fascinating to see how our sessions have brought back so many memories for the residents.” Charlotte has found that her classes have not only helped to develop the residents’ skills, but she has also seen how it has boosted their selfconfidence. She said: “In our first session there was one lady who brought in some paintings she had made many years ago. “She was certain that she had lost some of her abilities more recently and hadn’t explored her artistic side for a while. “It was wonderful to see her starting to engage with and enjoy her natural talent again, and I’m looking forward to seeing how all the residents progress in the coming weeks.” For Charlotte, nature and animals have featured heavily in her artwork, and she has recently created the online Silver Lining Gallery to raise money for Make-A-Wish UK by selling her creations. All money raised by her fine art cards, prints and commissions goes directly to the charity. Charlotte has so far raised more than £1,500.

MINSTER Grange care home is undergoing a transformation, with new staff in seven key roles bringing fresh energy and ideas and heralding exciting changes. From the first face you see on reception, to the menus, to the leadership team, things are shifting at the 62-bed home in Clifton, York, which offers nursing care for disabled young people, residential dementia care, nursing care, and dementia nursing care. New manager Victoria Darlow has set out to add top people to her already strong staff team, all of whom share her total commitment to providing the best care and creating the best environment for those living there. She said: “Minster Grange already has amazing facilities and skilled, warm, passionate staff, who are spoken of so highly by family members who think of them as a second family for their loved ones living with us. “And we have also brought on board some talented and experienced new team members. Together we will strive for excellence in all we do, and work to create a welcoming and positive environment where everyone can thrive, both staff and those in our care.” With a new head chef at the helm in the kitchen, innovations already taking place include new menus offering freshly cooked meals, from

traditional favourites to continental cuisines, and including hot breakfasts and homemade cakes. New people development lead Paula Varley takes forward the responsibility to grow, develop and induct a dynamic staff team supported by new regional director Daniel TurnerNaylor, who will be focussing on Minster Grange throughout the year. Wendy Overton, the new clinical lead, will manage the nursing and healthcare teams and ensure those living within the home receive the clinical care they need in a way that supports their dignity and independence, overseeing staff development, and ensuring care plans are updated and reviewed. Other new staff include administrator Zoe Overfield and Weronika Sedziak, a warm and welcoming receptionist who will be greeting visitors in person and taking enquiries over the phone. Victoria added: “I have had fantastic support and backing from the leadership team at Maria Mallaband Care Group, who share my approach of doing whatever it takes to provide the high-quality compassionate care that those living with us need and deserve. “This is an exciting time for Minster Grange, and we look forward to welcoming families to come and meet with us and see for themselves the exceptional home we’re creating here.”

Ware care home receives CQC ‘Outstanding’ category rating ASHVIEW Nursing Home has been awarded an ‘Outstanding’ rating by the Care Quality Commission in the area of ‘Well-Led’. The Ware facility, part of Westgate Healthcare, also received a rating of ‘Good’ in the areas of Safe, Effective, Caring and Responsive. The news comes as a welcome achievement for manager Emilia Musca, who joined the nursing home earlier this year. She said: “Our ‘Outstanding’ rating in the category of ‘Well-Led’ is testament to the hard work and commitment of our team who strive every day to enhance our home’s

quality of person-centred care and service delivery. “To achieve this in the face of such an exceptionally challenging year is something we, as a team, are extremely proud to have accomplished together.” The new rating brings Westgate Healthcare’s portfolio of homes with an ‘Outstanding’ rating in one or more areas to five. The care group currently operates seven sites across Hertfordshire, Buckinghamshire, Essex and London and has a number of new luxury care homes currently in development.

CARINGWEEKLY

Advertiser’s announcement

Care home owners and managers: how to communicate your information THE decision to move into care is never easy, both for the potential resident and their loved ones. The choice is always highly charged with emotion and is often a response to an incident or a sudden decline in health. It can be a time of crisis, involving significant levels of stress and upset. Given these circumstances, it can be difficult to read and fully understand information about potential care homes. Consumer law recognises this, with relevant legislation and regulations demanding that care homes must communicate information in a simple and clear manner to allow the most appropriate decisions to be made. It is vital that care home owners and registered managers provide information that meets these standards, whatever the method of communication. In the past, a potential resident or their representatives would look for information by telephoning, usually followed up by a visit in person. However, in this digital era, searches are increasingly made via the internet. All information held online must meet the same standards of accessibility and simplicity as more traditional methods. These regulations apply to any care home operation, large or small. The consequences of breaching consumer laws can be punitive. Various agencies have powers to investigate and take action against care homes not meeting their obligations in the UK. Amongst them, the Competition and Markets Authority and local authority trading standards services can pursue actions in both the civil

and criminal courts. Consumer law bodies can also seek redress for residents who have suffered a loss due to infringement of the regulations. It can be tricky to stay on the right side of consumer law, but help is at hand. Business Companion, a Government-backed free online resource from the Chartered Trading Standards Institute has released a suite of materials that help owners and managers ensure all the information they communicate adheres to the relevant regulations. It is critical that care homes present and phrase their communications correctly from the outset. Thus, the detailed guidance begins by outlining the journey of how the potential resident and

their representatives choose their home, from making the shortlist to accepting the final offer. From there, all the key information care homes need to include and where it needs to be displayed is delved into in detail. By following the guidance, care homes will be able to clearly explain what their home offers. By allowing easy comparison with other homes, potential residents can make the most informed and best decisions about their future. It can be very easy to make misleading claims in communications – the materials will help avoid all the potential pitfalls out there. The guidance will also steer care homes through when they should present their information and how to

deal with unplanned and emergency admissions. Online information gets its own dedicated resource, and again everything a care home owner or manager needs to know is covered. It ensures key and additional information is displayed prominently and clearly on websites in an easy-toaccess and transparent manner. It will help make certain your site is optimised so information can be accessed no matter if a smartphone, laptop or tablet is used. Where websites are provided by a third party, it is still the responsibility for owners and managers to make sure everything is truthful, accurate and comprehensive. The materials will show you how to spot issues, rectify problems and avoid infringing consumer law. In addition to the information, the guidance also includes checklists to follow to help owners and managers comply with their obligations. Staff training is also covered and there is a very useful resource that walks care homes through what is required on websites, together with practical examples. Consumer law and regulations apply no matter the size of the operation. If you are a care home professional, stay on the right side of the law by using Business Companion’s free online resources. For further information: Care homes: communications Care homes: web layout Business Companion covers trading standards law for England, Scotland and Wales. For guidance on the law in Northern Ireland, please see nibusinessinfo.co.uk

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