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To succeed care providers must focus on service, employees and the environment

To succeed care providers must focus on service, employees and the environment - Peverel Court Care

 

As we begin to look forward to the year ahead, we wanted to consider the fundamental pillars on which the success of our group is based. Service, employees and the environment are at the heart of Peverel Court Care’s mission to consistently deliver exceptional care for our residents.

At Peverel Court Care we believe that in order for us to be successful in ensuring a level of service which constantly meets and exceeds the expectations of our residents and their loved ones, we can never allow ourselves to take our eye off the three critical foundations that underpin our business. Therefore, we decided to explore some of the elements which contribute to maintaining success in each of these areas throughout our award-winning care homes in Buckinghamshire and Oxfordshire.

Exceptional service in our care homes

There are a multitude of elements that contribute to the exceptional levels of service that we provide for the residents of our homes, however some of the key ones include:

  • To make sure that our residents eat a varied and balanced diet, we employ full-time long standing chefs who produce seasonal menus using high quality local produce. Some care homes opt to outsource catering, but we prefer to manage this in-house so that we can provide the food that our residents love. We also offer private dining to our residents, if and when required, so as to best serve their wishes.
  • Peverel Court Care employ full-time hospitality employees, to look after our residents and to make sure that all of their requirements are met.
  • We also maintain a bespoke mini-bus at each of our homes for community outings. This makes it simpler for our hospitality employees to organise trips and visits for residents who wish to attend or require the service.
  • In addition, we have dedicated Activities teams in our care homes, who are responsible for organising entertainment to ensure that our residents can live happy and fulfilling lives while in our care.

 

Exceptional employees in our care homes

Delivering exceptional service requires an exceptional team. Some of the factors which contribute to the recruitment and retention of the brilliant people who work in our business include:

  • We utilise Values Based Recruitment to ensure that anyone that we’re recruiting into the business shares our values and ethos about care. Understanding whether a person has the correct attitudes and mindset to deliver exceptional service is fundamental to our decision making process.
  • Once we’ve brought good people into the homes, we want to make sure that they want to stay. One of the ways in which we do this is through the development of career pathways, which provide opportunities for ongoing learning and development, allowing staff to grow within the organisation.
  • In addition to helping our employees to progress their careers, we also provide reward & recognition schemes. These programmes are aimed at celebrating success and demonstrating how valued and appreciated their hard work is in delivering exceptional service for our residents.
  • Peverel Court Care, along with each of our homes – Bartlett’s Residential Care Home and Stone House Nursing Home in Aylesbury, Buckinghamshire and Merryfield House Nursing Home in Witney, Oxfordshire – all benefit from having a long-standing management team. The expertise and experience of our leadership helps to maintain our exceptional levels of service, but also allows us to get to know all of our employees personally, which creates loyalty and better understanding between the parties.
  • As a business, we always aim to be exceptional. This has been recognised during independent inspections, as we have been awarded the rating of “Outstanding” in CQC ‘Well-led’ categories.

 

Exceptional environment at our care homes

We want our care homes to truly feel like home for our residents. Therefore, maintaining exceptionally high standards across our homes and their grounds is intrinsic to the way that we operate. This includes:

  • All of our homes have beautiful landscaped and dementia-friendly gardens. These spaces offer our residents access to safe, stimulating grounds and provide them with exercise and natural light.
  • It’s not just outside where our attention to detail helps to set us apart. We have also utilised dementia-friendly interior designs to make life as simple and comfortable as possible for our residents.
  • Community involvement and interactions for social stimulation are also a key part of our homes. We would never want residents to feel like they were disconnected from the outside world or each other, so this plays a key role in maintaining mental wellbeing.
  • We also believe that the use of, and access to, technology improves the lives of the residents who live in our care homes immeasurably. This includes the provision of super fast Wi-Fi and iPads for keeping in touch with loved ones, which has proved especially valuable over the past year with visitation having to be restricted. We have also implemented the use of electronic care plans. to further improve the way in which we’re able to personalise and maintain exceptional care for our residents.

 

About Peverel Court Care

Peverel Court Care is a group of one residential and two nursing homes, located in Buckinghamshire and Oxfordshire: Bartlett’s Residential Care Home and Stone House Nursing Home in Aylesbury, and Merryfield House Nursing Home in Witney. We are a long-standing family business, providing exceptional, personalised care, delivered by talented and compassionate people, in exclusive and idyllic settings.

With happiness at the heart of our homes, we recognise and respect the contribution made by our residents to society during their lifetimes. Valued by residents and their families; our reputation, investment in each property, and approach to appointing and developing our staff makes each home unique and the benchmark in premium care.

Bartletts, Best Care Practices, Business, Care & Technology, Care Management, Community, Future of Care, Health and Safety, Infection Control, Leadership & Management, Merryfield, Property Development, Real life, Stone House, Tech, Wellbeing

Technology and Community

Technology and Community Peverel Court Care

 

We examine how the use of technology is enabling everyone in our award-winning care homes in Aylesbury and Witney to continue to communicate with the outside world at this current time.

The use of technology is enabling residents and staff alike to maintain some form of normality in the face of present challenges. With the need to reduce the risk of infection being brought into our homes, we’ve postponed visits from family and friends. Along with postponing our regular entertainment, this has meant residents have missed out on some of their usual activities. However, the use of technology has helped compensate somewhat for the loss of these face-to-face encounters.

 

Video calls with loved ones

For many of our residents, the visits from their family, friends and loved ones are treasured moments. So in these uncertain times, they’ve come to appreciate the investment we made in 2017 to provide super-fast, comprehensive, secure WIFI throughout our homes. It has allowed residents to speak regularly with family and friends via tablets.

All of which goes some way to helping us to ensure that our residents can keep in contact with their loved ones at this difficult time. Beyond that, we’ve also introduced the use of VR headsets for residents, as part of the replacement for the regular entertainers who come into our homes normally.

 

NHS technology specialists

We are also working with NHSX, the unit tasked with driving digital transformation in the NHS. Their aim is to allow patients and staff to benefit from the latest digital systems and technology. They have supplied video-calling hardware in the form of Facebook Portals for use by our residents.

I’d like to thank you and colleagues at Peverel Court Care for your support and participation in the NHSX Facebook Portal pilot. This support will enable us to test how effectively the Portal device can help to connect care home residents with family and friends at this challenging time.

Rachel Falconer NHSX – Adult Social Care

 

Virtual tour of Bartlett’s

As part of the collaboration with NHSX, we recently hosted a virtual visit to Bartlett’s Residential Care Home from Minister for Care Helen Whately MP, who commented:

Thanks @PeverelCourt Care homes – and the staff at Bartlett’s care home particularly – for my virtual visit this morning. So impressed by all I saw, and good to see the @NHSX Facebook trial for #Carehomes in action, helping residents stay in touch with family & friends.

The highlight was speaking to Hilda Duncombe, sprightly at 103, who uses the @NHSX Facebook tech to stay in touch with her family and boost her fundraising for @alzheimerssoc. You are an inspiration Hilda!”

Helen Whately MP (via Twitter)

 

For anyone who wishes to find out more about Hilda’s fundraising, please visit her Just Giving page.

 

Technology for care home management

It’s not just the residents who need to keep in touch with the outside world. The managers of our care homes in Aylesbury, Witney and at our Head Office also need to maintain contact. We’ve been holding our management meetings using Microsoft Teams, allowing us to ensure that we can share best practice between our homes during these unprecedented times.

We have also now implemented the transition to digital care plans for residents. We have also invested in – and will soon be installing – a set of VitalSign Series Temperature-Check Tablets in the entrances to all our homes as part of our infection control measures.

Due to the need for self-isolation of employees to try to prevent the introduction and spread of COVID-19, we’ve been having to recruit more care staff to ensure the consistent delivery of high-quality care for residents. Technology has come into play here too; we’re using video interviews for recruitment. And when our chosen recruits take up their new posts, we’re utilising e-learning for starters to get them ready for commencing their jobs.

Like our residents, we’re looking forward to the day when we can welcome loved ones back into our homes. In the meantime, the use of technology allows for a reasonable substitute under the circumstances.

 

About Peverel Court Care

Peverel Court Care is a group of one residential and two nursing homes, located in Buckinghamshire and Oxfordshire: Bartlett’s Residential Care Home and Stone House Nursing Home in Aylesbury, and Merryfield House Nursing Home in Witney. We are a long-standing family business, providing personalised care, delivered by talented and compassionate people, in exclusive and idyllic settings.

With happiness at the heart of our homes, we recognise and respect the contribution made by our residents to society during their lifetimes. Valued by residents and their families; our reputation, investment in each property, and approach to appointing and developing our staff makes each home unique and the benchmark in premium care.

Bartletts, Property Development, Wellbeing

We’re Proud to Present Our Brand New Hambledon Wing

On 6th October this year, we are proud to be opening our new Hambledon Wing. This brand new area of Bartlett’s Residential Care Home is the result of years of planning and hard work.

The Hambledon Wing will make room for twelve new residents in our newly designed suites and although we can’t wait to provide high-quality care to even more people, the new area is about much more than that. Research by Age UK has revealed that those living with Alzheimer’s and dementia ranked being provided with opportunities to take part in ordinary, everyday activities almost as highly as they did receiving a quicker diagnosis and getting the right support. That’s why we altered our original plans, which had room for fourteen new residents, and changed the use of the space we would have used for those additional suites into recreational areas.

The Hambledon Wing boasts a cinema room, library, private dining facility, assisted bathing facility and reception room.

It will also lead into a brand new dementia-friendly garden which has been specifically designed with continuous paths to ensure residents always return to their starting point.With a transition from inside to outside that’s easy on the eye, our residents suffering from dementia can easily access and enjoy it without cause for concern.

The new garden isn’t the only element of the new wing that took meticulous thought and planning. We wanted to make sure that our new wing improved the lives of everyone we give care and support to. Our cinema room was decided upon because research shows that movies significantly improve quality of life for older people, especially those with dementia, and our library was decided upon because research has indicated that libraries in a care home contribute to improved mood and memory. (Can we provide some links, reference to the research about movies and books)

The new Hambledon Wing is our next step towards the highest quality care possible. We know it will have a hugely positive impact on the quality of life of our residents. We look forward to our new residents moving in and to the many happy memories that will be created.

Design, Future of Care, Property Development

Innovation in care – Our visit to Holland

When you’re operating in a sector like ours it’s important that you continue to move with the times. Ongoing research means that our sector is constantly changing. If you want to be the best, then you need to have an element of fluidity. That’s why our senior teams are always looking for shining examples of amazing care.

This month we visited the Hogeweyk Care Centre in Amsterdam. In Dutch a weyk is a group of houses similar to a village, and that is exactly what this care centre is. It has 23 houses for 152 seniors suffering from dementia, who all need nursing home facilities and live in houses differentiated by lifestyle. The residents manage their own households every say with a constant team of staff members.

There’s a supermarket in the village, as well as streets, squares, gardens and a park, which the residents can safely roam free. Residents here have maximum privacy and autonomy.

Just like any village, Hogeweyk has a selection of facilities including a restaurant, bar and theatre. Residents from surrounding neighbourhoods are permitted to use these facilities as well.

It sounds amazing, doesn’t it? But it gets better. Prior to admission each resident undertake and assessment to ascertain their lifestyle choices and depending on the outcome they are housed with likeminded residents. This is incredibly important, because it will have a vital impact on the happiness of residents in the village. Housing residents with likeminded people is an absolute dream.

There’s only space for seven people per home, so relatives know their loved ones are receiving all of the care, love and attention they need, with staff who are not overstretched and who know the specific care requirements and personalities of all residents.

It was an amazing place to visit and it gave us some great ideas about how we can apply some of the techniques and uses of space we saw here at Peverel Court Care. We’re already making steps towards improving our garden areas, making sure they are safe and seamless for our dementia suffers to use by removing any abrupt endings to pathways and that our transition from inside to outside is much more fluid.

In our effort constantly increase our environment for dementia patients, we’ll certainly be drawing on our experiences from The Hogeweyk in meetings and brainstorming sessions well into the future.

Bartletts, Best Care Practices, Care Home Recruitment, Personalisation, Property Development

Our Vision For Bartlett’s Residential Care Home

In previous articles, we’ve talked about innovation and vision when it comes to Peverel Court Care. We believe that we are at the forefront of providing high quality care and we want it to stay that way. This means we must have a pioneering and evolving vision; one that changes based on sector research and adapting best practice.

In this article, we’d like to share with you our vision for Bartlett’s Residential Care Home, as shared by Director of Peverel Court Care Anil Dhanani.

Recruiting Staff That Drive Change

We make it our duty to recruit the highest quality care staff; those with experience and genuine passion. Once we recruit them, we then work on retaining them. We do this by providing them a happy working environment, one in which they can grow, learn and make a real impact. We’re proud to say that we are surrounded by staff who constantly want to see Bartlett’s be the best we can be. They’re forever coming up with ideas to better the service we offer. Our vision for Bartlett’s involves keeping and recruiting more of these incredible staff members.

Seeking Out The Best Care Practices

Over the last twenty years care practices have changed. They will change again in the next twenty. This means we need to make sure that we’re informed and learned in the most productive care practices. Very soon our Directors will be flying to Holland to look at some brilliant new facilities and practices currently being employed elsewhere in Europe. We always want to make sure we are at the forefront of excellent care.

Anil said, “Good care practice is not and never should be seen with a static mindset. We continually understand more as a society about how, for example, dementia manifests itself and how best to improve someone’s quality of life. You can be sure Bartlett’s will be at the forefront employing techniques and practices that might best do just this. This could be introducing virtual dementia suits to allow staff to get first hand insight and experience of how dementia might manifest itself physically, improving staff empathy and understanding, or analysing the changing tastes of generations as time passes. I can, for example, tell you that there has been a marked difference in menu requests and the tastes of the wartime generation and the now post war generation. There are indeed an almost infinite number of ways to improve someone’s wellbeing, from nutritional considerations through to tailored social interaction. When you consider the differing characters and needs of each individual and how the ageing demographic is changing, the possibilities of how to improve their wellbeing is in some ways endless.”

We Listen To Our Residents

Our monthly residents survey allows us to find out directly from our residents what they would like to see us do more, or indeed less. They’re extremely insightful and effective. At the start of every year we’ll use all the information we’ve garnered internally and externally to decide on the big changes we want to make. This means, to a degree, that the vision of Bartlett’s is largely down to how our residents feel, which is exactly how it should be.

Anil said, “There might be changes to facilities, hospitality and training and we have a team to ensure it gets implemented. However, having said that, not a day goes by where we aren’t thinking of or implementing ways to better ourselves and the lives of our residents.”

Expanding In All The Right Ways

We’re expanding Bartlett’s this year. We’ll be accepting twelve new residents into newly designed suites, so that we can give great care to even more people. We’re expanding in other ways too, originally we had planned to build another two bedrooms but we changed these plans in order to give our residents more communal space. This year they’ll be given a cinema room, library, private dining facility, assisted bathing facility and reception room to enjoy, as well as fully landscaped gardens.

Personalised Service

Our vision for Bartlett’s doesn’t extend much further when it comes to accepting more residents. We don’t plan on growing much more. In order to retain a personalised service, one in which our residents and staff all know one another well and our residence feels like a home, we don’t think we can add many more rooms. We would much rather work on providing a perfect service to fewer people than struggle to provide a mediocre one to a bigger group.

Anil said, “Personalised service is what we pride ourselves on. The term ‘Personalised’ is certainly used quite a bit, but I think it would be disingenuous of anyone to say they could really offer that in a Home with 50+ residents. That familiarity and firsthand knowledge of your client, which is essential, just isn’t there in such places.”

Care That Works For Everyone

Anil said, “If I had to explain Bartlett’s to someone in thirty seconds, I would tell them that their loved one will be very safe and incredibly well looked after, by a team of some of the most conscientious, caring, well trained and capable people you will find. I’d say our families have peace of mind and our residents have the best chance to rediscover their verve and sense of purpose, fulfillment and comfort, in surroundings that are beautiful both inside and out.”

Everything that we do is around our vision of providing the best care to our residents, so that they feel happy and secure and their families feel content in the knowledge that those they love are being well looked after. As long as we keep this at the centre of our vision, we’re confident that we’ll continue to offer some of the best care in the UK.

Bartletts, Future of Care, Property Development

Making lives better – The expansion of Bartlett’s Residential Care Home

Bartlett’s Residential Care Home has a great Care Quality Commission rating and gets wonderful reviews from current residents and their families, but we always feel there is work to do and room to improve. For a long time we have been talking about how we can add additional facilities for our residents to enjoy.

So we’ve decided it’s time we extended our premises, our capacity and our already excellent service by building an extension. This new part of our building will be specially designed to fit comfortably with the classic, traditional setting Bartlett’s sits within and will add 12 new bedrooms for new residents.

But it will give back to existing residents, too. We’ll be giving them three new communal rooms to utilise at their leisure – a cinema room and library, a private dining room and a brand new general communal room.

We had originally planned on building 14 additional bedrooms, but in the end we decided to forfeit two in favour of offering our current and new residents a much larger communal space. The private dining room will give residents a special place to celebrate birthdays and anniversaries with their family and friends, whilst enjoying bespoke, specially prepared food for the occasion.

Our cinema room and library will provide them with an additional space to socialise in and provide an added source of entertainment.  We decided that this type of room was the best use of our additional space after careful research revealed that libraries in care home can improve mood and memory, and that movies can improve quality of life for older people – especially those with dementia. Visiting the cinema is not something those who need care and support get to do very often, so we hope that this addition to our care home will significantly improve the happiness of our residents. We can use it to screen all sorts of entertainment, from current blockbuster hits to old classics.

Whilst we were working on the premises, we thought it would be worthwhile landscaping the garden in line with the wishes and wants of our residents, so we’ve been working on this at the same time. We asked the residents earlier this year what they would like to see in the Bartlett’s grounds, and we’ll be using some of those suggestions as we develop the garden. A large part of this work will involve moving the car park that some of our rooms overlook and changing this outside area into a much prettier view.

Overall our plans have one aim, to make the lives of the people we take care of better. We’re building something unique and special. We want our residents to thrive in the active, entertaining and homely community we’re building at Bartlett’s, a place where they can live comfortably and be taken care of, and have plenty to do and lots to look at. There’s plenty of work to be done over the next few months, but by this time next year our Bartlett’s community will be completely transformed for the better. We can’t wait to show you our new space, and we hope you are as excited about it as we are.

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