Newsletter

Autumn 2014
Newsletter
Introduction from
Sandie Foxall-Smith
Regard in Bloom Competition
The winners of the Regard in Bloom Competition are:
Sensory Garden:
Regard CEO
I am delighted to be able to share great news
with you, since the last newsletter we have
secured new financing with Montreux Capital
and Macquarie Bank (Australia), securing the
future for our clients and staff.
At the heart of everything we do, care and support of our services users in
the best environment possible with the best training staff, is paramount.
Our new financial position will enable us to continue to invest in our
properties and staff. Therefore enhancing our services – we would also like to
continue to grow our portfolio to be able to support more people.
1ST PRIZE WINNERS
TWO WELLS, DORSET
2ND PRIZE WI
NNERS
OAK LODGE,
EAST SUSSEX
Productive Garden:
Our occupancy is at a record level and we have existing plans for a further 6
services over the next 12 months, building on the success of current services
and excellent staff and training.
Performance Management Framework - Launched!
The framework and role specific competencies are now live for all locality
and service managers after they were launched at their recent regional
meeting in late September and early October.
The launch session included a short presentation explaining the
framework, a number of activities to ensure everyone had a chance to
use the competencies and new annual performance review (appraisal)
templates and an opportunity for comments and questions. HR are in
the process of sending out reformatted job descriptions. Subsequently
regional director competencies and job description also went live.
Work has begun to draft role specific competencies for all other staff.
N
1ST PRIZE WINNERS, TOW
SET
FARM WORKSHOP, DOR
2ND PRIZE WI
NNERS
LLWYNGWIAN
FAWR, GWYN
EDD
Small Garden:
1ST PRIZE WINNERS
BRIDGE TERRACE, CAR
DIFF
2ND PRIZE
WINNERS
TALWORTH
STREET, CA
RDIFF
Best Garden:
RS,
INNE
LK
IZE W E, NORFO
R
P
T
DG
1S
N LO
A
I
R
AD
2ND PRIZE WI
NNERS,
INGLEWOOD
HOUSE,
SURREY
1
NEWSLETTER
Gemma Rees
Name: Gemma Rees
Can the Regard Benefits Team
help you?
Staff
Profile
Why Regard?
I came to Regard as I was looking for a role in the care
industry. Having never worked in care before I wasn’t
sure what to expect so I applied for an administration
role as that is where my experience lies. My thinking
was even on the worst day of a job in the care
industry it would still be 100 times more rewarding than the best day in a job
somewhere else because we are working to help people live the best life they
can.
Biggest Achievement?
Completing “2.8 hours later” street game in Cardiff without getting infected,
despite not being able to run very fast and being absolutely terrified.
Future Plans?
I’d like a role that was more creative and perhaps more hands on but to
be honest as long as I work with good people, make a difference and do
something that sparks my interest then I am happy.
Claiming benefits can be confusing. There are so many
different types, and when the regulations change every
year or so it can be hard to understand which ones you
qualify for or how to apply for them. The Regard Benefits
Team can apply to become a ‘corporate appointee’
on your behalf. This means that we handle the whole
benefits process for you.
5 Fast Facts
• I was Junior Miss Pontins in the late 1980’s
• I wish Llwyngwian Fawr was near Cardiff so I could work there with the
animals around me all day long
• I hate sprouts and refuse to cook them for Christmas dinner
• I am a member of the British Krav Maga Association
• When I am cold my teeth chatter really loudly and I have been compared to
the Chatterer from Hellraiser because of it.
How to:
Solve the most common IT queries
We handle all of the paperwork, make all of the
telephone calls and deal with any problems that might
crop up, leaving you free to get on with your life.
NEW
1. How to change your email password
Click on Outlook Web Access on your desktop
Log in into your account
After logging in, go to the right hand corner click Options
On the new screen left hand pane click “Change Password”
2. Archive emails correctly
We also manage the finances of the majority of the
individuals we support through one of our Client
Accounts. We can pay your bills, make sure the
government support keeps up with your rent and run
all of your benefits payments through one easy-to-track
location.
Contact us on:
• 0208 255 4433
• [email protected]
• www.regard.co.uk
2
When logging in to MS Outlook and this message comes up: “Your
mailbox is almost full” it is a warning to let you know that you are
about to run out of server space.
To make space:
• In your inbox go to the oldest emails that you have, click on each
and move to the relevant folder in your archive.
• Store Inbox and Sent emails to their relevant folders on Archive
• If you need to be more specific in the way you save emails, right
click with your mouse on “Inbox Archive” and create new folder
and name it (for example “Head Office”) and drag into this folder
only emails from Head Office
• To empty your “deleted files” folder:
Click on File
Then “Cleanup Tool”
Then “Empty Deleted Items Folder”
It should be noted that it will take up to 15 min for this action to
take effect.
AUTUMN 2014
NEW
How To:
Involve service users in the recruitment
process (learning from Berkeley House’s
experience):
The service manager usually conducts the interview and then asks
generic questions. Once these are complete, two service users join
the service manager to take it in turns to ask their own questions.
Sample questions asked:
“If you get the job as a Support Worker, what would you do to
support me?”
“Have you worked in a residential home before?”
“Have you got a pet?”
After the interview the service users will then show the applicant
around the service.
Karen’s experience:
“I like going to the office to interview new staff
who might come to work at Berkeley House. I
like asking questions and hearing the answers.
It makes me feel important to find out about
the person who wants the job and to find out if
Karen, from Berkeley
House
they have done this kind of work before”.
Written by Paige Saunders, HR Assistant
POSITIVE ABOUT
BEHAVIOUR....
PBSS Team goes from strength to strength
PBSS are excited to announce a further
expansion of the team to include another full time behavioural
assistant covering London and South Regions. Helena O’Boyle
has joined the business in October, more details to follow.
New: Psychology Toolkit
The PBSS team have developed a Psychology Toolkit to give
Regard staff and management information about the support
that the PBSS service can offer, as well as useful guidance on
how to complete the ABC reports and how to review the ABC
behaviour graphs generated by the Enable system.
The Psychology Toolkit includes;
Positive Behaviour Support Service (PBSS) Guidelines. This
document aims to explain Regard’s Positive Behavioural Support
Service. It gives information on what kind of support the team can
offer, how you can refer to the team and the criteria for referring
service users.
A DAY IN THE LIFE OF:
PBSS leaflet
This leaflet is for any external bodies or people who may want
information about the service and the support it can offer.
I begin my typical day by catching up with service users
and staff, ensuring that all service users are happy with
their chosen activities, staff support is in place and all
jobs have been delegated out equally! I check that I am
up to date with changes in legislation and all compliance
matters; spend some time liaising with families, giving
them feedback and updating them on upcoming events
in the house; talk to Local Authorities to discuss any
upcoming vacancies or other services (such as Benefits) which we can offer.
PBSS Referral Form
The toolkit includes a blank referral form to be completed by
anyone wishing to make a referral to the service regarding an
individual displaying ‘challenging behaviour’. The PBSS operates
a strict ‘referral only policy’ in responding to requests for clinical
support from services within Regard.
Throughout the day I complete house checks to ensure that the service is
maintained at a high standard and all service users’ bedrooms and
communal areas are tidy and presentable, personal communication boards
and staff photo boards (for staff on duty) are up to date. These help to ease
any handover anxieties (which some service users suffer with). We also
have menu pictorial boards to support service users to be able to make
choices throughout their day. We encourage service users to be involved
in the running of their home (e.g. help us with health and safety, fire and
water checks). We provide our documentation in Easy Read form to
support them to do this, displaying these leaflets as well as other Easy Read
documentation on our notice board.
ABC Guide Checklist
Helps with completion of the ABC section of the incident and
accident forms (to record incidents of challenging behaviour).
The aim of the form is to be used as prompt for questions which
you may ask yourself when reflecting upon the incident to
capture an accurate record of what happened.
It is crucial that I am always ready to support service users with their
activities when they need me. I enjoy this as it helps me to keep good
contact with them and their outside support groups. I drive them to
activities and like to meet their families and friends. I have found that this is
important to service users and families who always comment that they like
to see me out and about meeting people.
Towards the end of the day it’s nice to chat to staff, to see how their day has
been and if they need any changes in support, training etc. I try to ensure
that I am always available for them. They are the heart of the support we
provide at Hillingdon; they play such a vital role in us providing excellent
day to day support and enhancing the lives of our service users. It is
paramount that they know I have time for them if they need me.
Written by Susan, Service Manager, Hillingdon House
PBSS Referral Policy / Guidelines
This compliments the referral form and explains the PBSS policy
and guidelines on referrals made to the service.
Analysing Enable ABC Graphs - Checklist
This offers support and guidance when reviewing the graphs
generated by ABC incidents and accidents put onto the Enable
system. The form firstly explains how to create graphs using the
Enable system. It is also used as a prompt for questions which you
may ask yourself when reflecting upon the incidents and trying
to capture an accurate picture of what has happened. It can help
generate team discussions about the occurrence of challenging
behaviour and proactive strategies that could be used to help
manage or reduce incidents of challenging behaviour in the
future.
To contact the PBSS team please call 0800 840 0313
or email [email protected]
3
NEWSLETTER
GOING THE EXTRA MILE: These Regard employees were nominated for the
Great British Care Awards:
Andrea Cully - Kneller Road
After being made redundant from
a charity for people with learning
disabilities where she had worked
for 18 years Andrea Cully was looking
for a position where she could put
her years of experience to good
use. In 2012 she took on the post of
manager with Regard at Kneller Road,
a role she admits has been one of the most challenging, but
rewarding experiences of her life. Two years on the service
is in rude good health, with full CQC compliance, a ‘green’
internal audit and positive comments from the host local
authority. Here’s how:
Training – Andrea began by informing staff she was
delegating paperwork. The extra responsibility has
increased staff confidence and helped transform them into
a team that works together.
Training – Andrea brought in the local speech and language
team and relevant professionals to work with staff, using the
Total Communication format. She also encouraged them to
take further qualifications.
Dignity – says Andrea: “caring for a service user is about
supporting them to live their best possible life. Just like you
or I, they want to be heard and to have new experiences”.
It is also important staff support service users to look wellgroomed and to have nice haircuts and clothes. Andrea
also believes the tone of voice used, and listening to what
people trying to say, and talking to them appropriately and
respectfully, hugely impacts on service users’ behaviour.
Understanding the company – Andrea rose to the challenge
of making staff understand they don’t work in isolation; that
they are a part of a big UK team, whose expertise can be
pooled; where funds allocated to a service comes from; and
that the performance and input of individual staff members
does not go unnoticed.
Environment – Kneller Road is being renovated with many
of the bedrooms and bathrooms refurbished. Service user
Eddie worked with his key worker to completely redesign
his bedroom from flooring to furnishings. Meanwhile
service users enjoy the garden, where staff work alongside
them to grow fruit and vegetables.
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Says, locality manager Maarten Vegting: “The key reason
why I have put Andrea Cully forward is the way she has
turned the service around, it is now fully compliant –
meeting every CQC outcome as well as internal and further
external audits. And, importantly, the staff all have smiles
on their faces now!”
Val Larkin - Oak Lodge
The idea of producing a newsletter
came to support worker Val Larkin after
a Christmas bash in 2012: “It was my first
party with my colleagues and I enjoyed
it so much I put a short ‘newsletter’
together about it so the night staff working
that evening didn’t miss out.” The newsletter went down a
treat, and the following month Val increased the size of the
circular with stories about Oak Lodge service users and staff.
“One of the seniors from the Hillview service then asked if
I could do the next one, this time involving both houses.
Despite being a little scared, I did it!” Nearly two years on,
the leaflet has grown to 15-pages, with typically in excess
100 photographs, and comes out every month. It is eagerly
awaited by one and all at both homes – staff and service
users alike.
The all-singing-all-dancing newsletter celebrates every
achievement – holidays, birthdays, ‘new kids on the block’,
gardening, cooking, art sessions, ‘wet Bank Holiday BBQs’,
days out, fire drills, and even the cat-across-the-road who
‘likes to strike a pose’.
So delighted is Oak Lodge service manager Dawn Robbins
that all the photos taken for the newsletter now run on a
loop on a screen in the service, while a photocopy of the
publication is on display at the entrance. It allows visitors to
learn more about the home; service users to ‘relive’ some of
the triumphs and highlights of their daily lives; and for night
staff to stay in the loop. Val puts the newsletter together
outside of work and won’t divulge how long she spends on
it, other than it takes up a ‘quite a bit’ of her spare time. “It is
such a joy for me to do, and I get such a kick out of it when I
hear that people enjoy it, it makes my heart sing!”
Meanwhile, we are so impressed with her efforts, the
newsletter is now posted on our website, inspiring one
family member who lives in New Zealand, to write to Val
personally to thank her for helping him keep in touch with
his brother across the waters. And as to why she does what
she does, says Val: “I believe life is made up of moments and
my newsletter aims to capture some of them for posterity.
Moments create days, days create months, months create
years, years create life… and life is a gift!”
AUTUMN 2014
Karen Freeman and her team
Two Wells
An action plan, drawn up to support
and manage a service user following
the diagnosis of her much-loved elderly
mother with dementia and subsequent
death, is an illustration of team work at its
best.
Davina, who has lived at Two Wells residential care home in
Cranborne, Dorset, for 20 years, had recently lost her father and
boyfriend and it was feared this latest blow would affect her badly.
Karen Freeman, service manager at Two Wells, brought together a
five-strong team to help the 46-year-old service user who has Down’s
Syndrome, to navigate the turbulent waters ahead.
At a special meeting to seek the views of staff, she set in motion a
brief to support Davina through her mother’s illness and aid her
understanding of what was going to happen to her mother. Karen,
who has cared for Davina since 1994, co-ordinated an action plan –
allocating staff roles, taking into account the strengths of individual
workers, and organised regular catch-up meetings.
The logistics of Davina being able to continue to see her mother –
who lived 125 miles away in Enfield – was the first thing to sort out.
The care team liaised with Davina’s two cousins and her mother’s
carers, to organise a risk assessment that would allow the service
user, who has a life-limiting heart condition and needs to carry
oxygen, to travel to Middlesex regularly to see her.
The brief also took into account the mother would ultimately need
full-time residential care. Knowing this Karen Freeman and two of the
team’s ‘born organisers’ worked with Davina’s family to successfully
find a placement at a nearby specialist dementia centre Wimborne
so she could visit her mother often.
A counsellor and a clinical psychologist were organised to hold
regular sessions with Davina. Working alongside them, Davina
created a Tree of Life board with photographs and memento’s as a
source of celebration and consolation. She was also provided with
easy-reader books about sickness and dealing with loss.
The final stage of the plan came into effect when Davina’s mother
died in May this year aged 90. The Two Wells team supported her to
organise her mother’s funeral service: joining her to pick flowers to
take to the ceremony and choosing the music. Meanwhile Davina
has helped create a ‘secret garden’ at Two Wells where a rose has
been planted in her mother’s memory and a bench with a plaque
with her name on it. “It’s all about the quality of life” says Karen. “We
are all there for her and always will be. We all support each other to
make sure Davina stays positive and active.”
Coming next issue:
“Louise Clements, Cornerleigh and Gowri Craig, Kneller Road”
Outcomes With Learning (OWL) Services
Cerrig Camu, Wales
We have been making some great
improvements to our animal area
with the support and help of the
service users during activities. The
rabbits are now enjoying their new
hutch’s which are built at the right
height for service users who look
after them and clean them out. There is a bench for any service
user who would like to sit and brush the rabbits.
to using a Port-a-loo. The Garden Gang with
support from Anthony our Rural Skills tutor have
built a wonderfully designed composting toilet
complete with stained glass windows and a disco
ball. The contents are appreciatively received by
the apple trees in our orchard.
• On September 24th we launched ‘NOCN for
Regard’. During this open day visitors were able to come and see
potters and weavers in action as well as visiting our “virtual market
place”. In the market place Clare S was serving Costa coffees and
Wood working sessions are also popular. Service users can build cake, Gizelle and Belinda were “manning” their Sue Ryder charity
their own designs in wood with the support of the OWL team.
shop stall and items of weaving, pottery and garden produce were
Arts and craft sessions are now theme based; the current theme being sold. We had lots of visitors – friends and family and a couple
is autumn and winter. In these sessions service users are building of groups from other local services who took the opportunity to
puppets and are planning to perform a play. All of these activities find out all about the 2 Offqual recognised qualifications now on
are providing great opportunities to help build good
offer at Town Farm Workshops. These are “gaining horticultural skills
communication skills and increase self-confidence through
for employment” and “gaining craft skills for employment”.
interaction with others. We hope to welcome even more service The intention is that TFW will be able to more readily support our
users to our OWL service very soon.
qualified learners into work placements, with their qualification and
completed portfolio of work, evidencing the skills they have learnt
and developed.
• We have finally completed the building of our compost toilet.
For the last 3 years the Garden Gang, their support staff and any
visitors to our beautiful market garden have been subjected
Read more at www.regard.co.uk
Town Farm Workshop, Dorset
5
NEWSLETTER
ROUND UP FROM OUR SERVICES:
Emma is supported by Chinook staff to meet her
family for the first time in 20 years
Emma’s care team contacted Chinook to say that her sister had been in touch. I met with
Emma and her care manager to talk about how she would make contact with her sister. Emma
rang her sister, to arrange a day to meet; Emma was supported by staff to do this. Emma’s
sister and family had an emotional reunion and a wonderful time together when they visited
Chinook. They went out for a meal and chatted non-stop. Since then Emma has been in constant contact with her
sister by phone and has visited her in London several times with staff support. This autumn, Emma’s family will be
staying locally for 4 days to spend quality time with Emma.
Anita uses her skills to become more self-sufficient at Seymour
House.
Anita moved into Seymour House from a large care home. She was used to quite a different
way of life, but over the last 5 months her life has completely changed as she has become
more relaxed and settled. Anita has also become more independent. There were many skills
that she was capable of but not allowed to use: at her old home she wasn’t allowed into the
kitchen but at Seymour House she enjoys making tea and sandwiches for herself and other
people. Her family has commented on how much happier Anita is now. Her personality is
blooming too, as she feels that she can just be herself, relaxing with her many friends in the happy environment at
Seymour House.
Becoming independent at The Grove
Hello, my name is Caroline. I live at The Grove in Sutton. I am happy that I can go for most of my
activities independently. I have been travel trained to go for my activities and learnt to use my
phone. My key worker put a plan in place after we discussed it at meetings. This plan involved
travelling on the train or bus to 2 different destinations where I attend my activities. Initially
my key worker travelled with me showing me how to check for bus destinations and the same for the trains. She also
taught me to only speak to uniformed staff if I was unsure. Then my keyworker let me take the lead and she simply
observed and made progress reports.
The staff at The Grove have worked with me to boost my self-confidence and I can confidently go on the bus and train
to my activities. I go on the bus for my swimming activities at the leisure centre, where my Dad meets me at the bus
stop. I go to the supermarket to do some house shopping. These great achievements have made me happy and also
help me to try new skills. I am proud of myself and so is my family as well as the staff team. My college will be resuming
soon and I will be going to it independently after I have completed my travel training for this specific activity.
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AUTUMN 2014
Person - Centred Approach works at Lynfords
We have been introducing Person - Centered Approaches at Lynfords to work towards people moving from ‘being cared
for’ to “being supported”. An example of this is how a key worker, Ashley, looked at the strengths of the person he works
with - John - to find ways for him to increase his choice and control. John has come from an institutional background, has
no verbal communication and gives very little eye contact. To date he has been unable to use any communication tools to
make choices and although he can follow simple instructions from staff he cannot easily make choices or make his needs
known. He has a physical disability and has all his care needs met by staff including being fed.
John has wooden bricks that he likes to move about in his hands; Ashley noted this and tried offering him a choice of bricks
instead of just giving him one. John was able to reach out and pick one. Ashley started offering John tea and coffee by
labelling different bricks for him to pick up; John is now choosing a brick when offered a choice of drink. It has also helped
us to see that using someone’s passion for something could be a way to increasing their choice and control.
From the ability to pick up bricks, Ashley tried asking John to hold a spoon to feed himself. One morning John fed himself
a whole bowl of porridge. He dropped the spoon after each mouthful but looked toward the porridge for more each time
and took the spoon back when it was full. John has gone from being fed with no eye contact or engagement with the
process to actively looking for the bowl, holding the spoon and taking it to his mouth! John was also seen to be smiling
throughout this breakfast time. The reduction in limiting beliefs has empowered John and he is continuing to build on his
strengths and being given the opportunity to do what he can for himself. Fantastic!
New Arrowe Hall flat fits the bill
Regard has found a way to allow a 24-year-old wheelchair user in The Wirral to have his first
home in a supported living apartment, after six month’s negotiations with funding bodies, by
agreeing to jointly fund a special hoist for him. Provision of a bespoke flat for the young man has
only been made possible because Regard agreed to pay half the cost of the hoist, matching the
sum provided by the local NHS.
Diane Carole, CRM in The Wirral, said: “This refurbishment is a real feat of co-operative working
with our new service user, his family and the local authority, and we are so pleased to be able to
offer him accommodation which will perfectly suit his special needs.”
The refurbishment of the latest apartment incorporates many thoughtful features in addition to the hoist, such as low
window-sills to allow him to enjoy open views across Arrowe Country Park. It will also feature a large wet-room to
permit easy wheelchair access, and a double track for the hoist to allow him to travel between the lounge, bedroom
and wet-room with ease. An additional bedroom has been incorporated into the flat for a sleep-in staff member to
enable 24 hour care to be provided.
Diane Carole said: “It has been very rewarding to work with the young man’s family to ensure his new home will meet
his needs. They are also being involved in the recruitment of his key workers who will provide the 24-hour cover he
requires.”
Photo News
A splashing day
out on the water
for staff and pupi
ls at
Regard for Learni
ng School.
ws
Leonard George Jones’ “Ne
n
wia
yng
Llw
at
hit
a
Natter” is
r
Faw
Read more at www.regard.co.uk
7
NEWSLETTER
Facts, Figures and Fun
FIGURATIVELY SPEAKING
Training in numbers (for last 6 months):
Justin’s Carrot Soup
A recipe from the Regard Service Users Cook Book
by Justin Jake, Oaklands
•
•
•
•
•
Number of employees attending training:
Justin Jakes
8-10 carrots, 1 onion
1 clove of garlic
1 tspn ground ginger
900ml (1.5 pints) boiling water
2 vegetable stock cubes
1850
Number of training courses held:
174
Amount spent on training:
£19881.05
Method
1. Fill and boil the kettle
2. Chop the carrots, onion and garlic
Number of locations that training held in was:
3. Fry the onion and garlic with a little bit of oil
in
saucepan, sprinkle over the ginger
4. Add 2 stock cubes and 900ml hot water
5. Add carrots and boil for 20 minutes, then
40
Weight of cakes baked by Hillary:
50kg
blend
Need a Christmas Present Idea?
Virgin Experience Days have offered all Regard
employees a 20% discount on all full priced experiences,
and access to hundreds of special offers and 2 for 1’s!
Visit our personalised website for more details:
www.virginexperiencedays.co.uk/regard to access your
20% discount online, or call 0844 504 0844 and mention
you work for Regard to claim your 20% discount.
PIE IN THE SKY
An entirely unscientific breakdown of Regard’s Animals :
30% Sheep
12% Geese
10% Goats
12% Ducks
18% Hens
18% Rabbits
Recent quotes from CQC reports (all
from unannounced inspections):
Adrian Lodge
“Our observations showed us that people living in the service
were treated with respect at all times. We saw staff supporting
people in a caring and considerate manner. The bedrooms we
saw reflected the personality of the person.”
Girling Street
“Individualised care meant that people were fully involved,
where possible in choices and decisions about their lives. This
made their care and support more effective as it enhanced their
wellbeing and independence. Staff had a good knowledge
of people’s likes and dislikes, their everyday needs and their
personalities”
St Faith’s Villa
“The service offered a range of activities for people to enjoy.
These had been developed from listening to the views of people
who used the service and information from people who knew
them well. The service worked well with other agencies. A range
of health and social care professionals from the community were
involved in people’s care. This showed that people received their
care in a joined up way”
Try our Extreme Newsletter Challenge!
All you have to do is send us a photo of yourself reading a Regard Newsletter somewhere
unusual. The person who sends the most entertaining picture will win an Autumn Hamper.
Please send your photos to [email protected] by 31st December, 2014
If you have any feedback on this newsletter or any
suggestions for articles in future newsletters please
email: [email protected]
Regard Kingston Office: Units 6 & 7 Princeton Mews,
167-169 London Road, Kingston, Surrey KT2 6PT
Telephone: 020 8255 4433
Email: [email protected]
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Website: www.regard.co.uk