From Customer Service to Care: Taking on New Challenges During Covid-19
Claudia Fielding worked in customer service prior to the Covid-19 pandemic. The wine bar she worked at was forced to close in March 2020 due to the lockdown. Claudia was not initially included on the Government furlough scheme as she had only recently started her role there. Knowing she needed to find work, Claudia began looking online and saw that Bluebird Care Docklands, Stratford and Wapping were recruiting. She said: “Care was always something I had been interested in. I have an uncle with disabilities, so I have always had the desire to help vulnerable people. Now it is more important than ever.” Claudia found the communications skills she had developed throughout her career in customer service were crucial in her new role at Bluebird Care. She is comfortable with talking to people and confident in dealing situations as they arise. Claudia has been assisting customers with their domestic tasks such as shopping and cleaning. She has been a fantastic companion to many of her customers throughout this difficult time. Bluebird Care Docklands, Stratford and Wapping were asked if they had a Care Assistant who would be able to voice the Government’s Test and Trace radio campaign. Claudia has extensive experience in performing arts, having worked at Disneyland Paris and Lapland UK. She said: “This was such a fantastic opportunity, I never thought I would be doing this a few months ago. I felt like a celebrity going into the studio, it was so professional. “This campaign was so important to me. I really believe we all need to follow the guidelines to ensure we all maximise protection from this virus for ourselves and one another.” Claudia is proud of the job she has done and continues to find her work very rewarding. When asked if she would recommend care to other people who are looking for work, Claudia said: “Short answer-yes. It does definitely take a certain kind of person to work in care and you must be happy with what you are doing. If you are not happy, it will be difficult to provide high quality care to others. However, it is a very rewarding career. “Care is always going to be needed – caring for vulnerable people is essential. Day to day everything takes you by surprise and you must be adaptable. “You never know where you will end up. I think it never hurts to try.” Anoop Sekhon, Managing Director of Bluebird Care Docklands, Stratford and Wapping said: “Claudia has been a wonderful addition to our team the past few months. She has worked so hard and helped support her customers at this difficult time. It is lovely to see how skills from other industries can be so transferable to the care sector. We want to encourage anyone who is thinking about a career in care to get in contact with us for more information.”
Sunrise Senior Living UK and Gracewell Healthcare Launch Bespoke Contact Centre For New Enquiries
Care home providers, Sunrise Senior Living UK and Gracewell Healthcare, have launched a new Contact Centre to provide a personalised service for people looking for a care home. By offering a sensitive and personable service for new enquiries, Sunrise and Gracewell hope to ease the difficulties associated with residents joining a care home setting for the first time. The Contact Centre has also adjoined an existing care home to fully embed the service within the organisation. Open seven days a week between 8am – 8pm Monday to Friday and 9am – 5.30pm Saturday and Sundays, Sunrise and Gracewell believe that the new bespoke service will give new callers a positive introduction to the care providers and maximise sales through effectively capturing incoming leads. The new Contact Centre employs eight Community Relations Coordinators who have had extensive training to provide an excellent experience for potential customers. As part of each Community Relations Coordinator’s two-week training programme, new recruits were given first-hand experience of what living at a Sunrise Senior Living UK and Gracewell Healthcare home is like for residents. This included shadowing care shifts, embarking on memory care training, and spending time within care homes to develop a true understanding of Sunrise and Gracewell. The Centre, which received significant investment from Sunrise Senior Living UK and Gracewell Healthcare, has been operational for three weeks and now takes up to 100 calls a day. The new team will be led by Rachel Warburton, who joined the organisation in January 2020, and has over 20 years’ experience in customer service roles. Rachel lived and worked in Spain for 13 years, successfully leading large teams of telemarketers during the overseas property boom. On returning to the UK in 2012, she joined a large recruitment company as the Out of Hours Contact Centre Manager, filling temporary bookings for NHS and private care home contracts, while maximising revenue and offering excellent customer service to the internal stakeholders of 65 recruitment branches along with the many clients and candidates. Rachel prides herself in developing motivated, engaged and high performing teams, putting the customer at the heart of everything and she is eager to embrace the new challenge that the Contact Centre offers. She is particularly looking forward to working closely with the Directors of Community Relations and Homes Admissions Advisors at each Sunrise and Gracewell home, to build a collaborative and supportive relationship, with the aim to supply good quality, warm sales leads along with an outstanding level of customer service to all stakeholders. Speaking of the new Contact Centre, Rachel Warburton, said: “I am really excited for the Contact Centre to open officially and for my team to settle into their roles. We have a really unique opportunity to make a difference to our potential residents and their family members during a time that may be both difficult and upsetting for them. “My team and I have the chance to make the experience of finding the right care home as positive and worry free as the process can be, and to embody Sunrise and Gracewell’s core values and ethos right from the very first contact and to give the very best, first and lasting, impression of what it means to be a part of the Sunrise and Gracewell family. “We are really looking forward to working with the Director of Community Relations and Homes Admissions Advisors within each home to support the sales process and enhance the volume of sales leads and opportunities. We have a great team who can’t wait to help potential residents and their family members navigate the process of finding the right care home in the best way possible, so they can live their best lives.” For similar articles please visit our features section
Doncaster care home construction nears completion
The care home construction of a brand new, 81 bedded care home is nearing completion in Goodison Boulevard in Bessacarr, Doncaster, and is due to open in September 2020. The purpose-built home, owned and to be operated by leading residential care provider, Runwood Homes, and in partnership with Doncaster Council, is spaciously set over two floors with carefully considered lifestyle enhancing facilities. To be called Liberty House, a name complimenting the Group’s value to promote independence and choice, its residential care service will offer seniors over the age of 65 a desirable place to live, where their care and wellbeing will be tended to by an experienced and professional care team, on hand around the clock. Residents living at Liberty House will have access to a café, complete with a self-serve option, to entertain their fellow residents and visiting loved ones, when it is safe to do so. Additionally, there will be a salon for hairdressing and beauty therapy, a cinema room/quiet space lounge, an activities room, dedicated sensory areas for those living with dementia, as well as several sociable lounge and dining areas. All bedrooms will offer en suite facilities, a TV, telephone point and Wi-Fi, and everyone will have access to safe outdoor living. An enclosed, fully-furnished quadrangle will be finished with plants and shrubs, and there’ll also be a landscaped garden complete with BBQ facilities; two great spaces to enjoy fresh air, outdoor activities and gardening. Tom Sanders, Runwood Homes’ Director of Construction and Facilities, spoke of the project, “We are delighted to offer a new, modern residential care facility to people in the local and wider Doncaster community.” “Our distinct knowledge and experience within the care sector allows us to marry up the most ideal and safe living environment for older people, including those living with memory loss, together with our existing professional care team, to provide an optimal offering for care seekers – with robust infection prevention and control measures in place as standard to best protect everyone. We look forward to the opening of Liberty House for people to be able to view the home.” Runwood Homes, a family-run organisation with over 33 years’ residential care experience, currently operates six homes in Doncaster. The opening of Liberty House will see the commencement of a carefully coordinated project, in partnership with Doncaster Council, to transfer residents from other homes, namely Plantation View, Stenson Court and, ultimately, Gattison House, into the brand new setting at Liberty House. Rest assured, there will still be a number of rooms available for new admissions once open, to enjoy the facilities within a vibrant community. Liberty House is due to open in September 2020. To enquire please call 0800 412 5660 or send your contact details to info@runwoodhomes.co.uk for a member of the team to contact you.
Cannabis Nurses Network Conference 2020 with Focus on How Cannabis has Caused A Revolution in Healthcare
San Diego, CA – Noted medical cannabis experts and health professionals will be leading educational panels and continued education programs at this year’s Cannabis Nurses Network Conference (CNNC), the annual professional development and education conference designed exclusively for Registered Nurses and wellness professionals to advance their understanding of cannabis medicine, the endocannabinoid system, and practical applications in day-to-day patient care & practice. This year, the conference will be held virtually on September 3rd and 4th. This year’s ticket includes an in-person ticket for 2021’s CNNC conference expected to be held in San Diego once it is safe to do so. CNNC 2020 is an advanced, unique, and empowering 2-day education experience; the program is designed for nurses, healthcare and licensed wellness professionals who are serious about advancing their expertise in cannabis medicine. According to Cannabis Nurses Network, the speakers, education content and programming schedule for September will continue as planned, and for the in-person experience will be built upon the virtual event with even more advanced education, and additional speakers. “We will take the “Revolution in Healthcare” theme of our conference very seriously – so we are taking this opportunity to continue with our conference, by innovating on the CNNC experience. We have moved the conference into a virtual space for the September 3rd-4th 2020, with special experiences designed to take advantage of online technology. Once large events have been given the “all clear” by the State of California, we will be rescheduling our in-person event for an appropriate time in 2021,” said CNN Founding Member, Heather Manus, RN. Tickets to CNNC 2020 will get attendees admission to TWO full-scale cannabis education conferences for medical professionals. According to CNN management, this is a great opportunity for new cannabis nurses to participate in the privacy of their own home, making connections and new friends they can join at the in-person event when it is rescheduled. TOPICS FOR 2020 VIRTUAL CNNC: ESSENTIAL EDUCATION AND EXPERT PANEL SESSIONS CNNC 2020 offers two full days delivering accredited continuing nurse education credits (CEU) in cannabis medicine education. Healthcare professionals are encouraged to register to learn about cannabis science, research, and clinical applications related to the human endocannabinoid system and cannabinoid therapeutics from world-class experts. This year’s topics include: · Cannabis and Cancer Care – Can Cannabis offer Quality of Life· The Emergence of Cannabis Nurses· New and Promising Cannabis Therapeutics· Overcoming Roadblocks to Effective Care· Pharmaceutical considerations for Nurses· Supporting Patient Empowerment· Healing with a Tender Touch· Nurturing Nursing Partnerships· Advancing Nursing Practice· Elevating Sports Medicine· New Approach to Elder Care· Lessons from Plant Messengers· Hemp Healing: Planet, Progress and People· Political Nature of Healthcare and Research “Patients are using cannabis legally, with or without medical oversight. Nurses are being encouraged by the National Council State Boards of Nursing (NCSBN) to seek and gain knowledge regarding Cannabis Patient Care. I believe we are witnessing a revolution in healthcare, and Nurses are among those at the forefront,” adds Nurse Manus. For more information on purchasing tickers for both the 2020 and 2021 events, please log to https://www.cannabisnursesnetwork.com/ About Cannabis Nurses Network (CNN) Cannabis Nurses Network (CNN) promotes and provides quality Education for ongoing continued learning. Through education and shared information, nurses are supported in gaining knowledge, experience, and confidence. Knowledgeable nurses who understand the Endocannabinoid System and Cannabinoid Therapeutics are making major impacts within the healthcare and legal systems, as well as the wellness and cannabis industries worldwide. Each year, CNN hosts the Cannabis Nurses Network Conference is a professional development and medical cannabis education conference designed for cannabis nurses and licensed medical professionals. For more information, log to https://www.cannabisnursesnetwork.com/
Brunelcare’s Covid free Care Home
Brunelcare’s Glastonbury Care Home has been fortunate enough to have no confirmed cases of Coronavirus at the home since the very start of the outbreak. The Care Home, located in Somerset, followed strict Government guidelines and are thankful for a COVID free care home. According to the Office of National Statistics, between the dates of 10 April – 03 July 2020, there were 12,327 Coronavirus related deaths in care homes across England alone. Jo Craggo, Glastonbury Care Home Manager said: “We are so thankful we’ve not had any confirmed cases of Coronavirus at our Glastonbury Care Home. I wanted to thank my whole team for their tremendous efforts. Like the rest of our care homes across Brunelcare, we followed strict Government advice and were lucky to not have to record a single case. A huge thank you to my team and our residents for keeping in such high spirits.” Jo says a number of factors may have helped contribute to there being not a single case of Covid-19 record at Brunelcare’s Glastonbury Care Home. Jo said: “It comes down to location of the care home and the strict following of Government advice and my dedicated and passionate employees.” Sandra Payne, Director of Nursing and Care Homes said: “Glastonbury Care Home’s team have worked incredibly hard to maintain a safe and Covid free home. They have practiced excellent infection control measures and everyone has been amazing. All of our Brunelcare Homes have gone above and beyond to keep Coronavirus at bay. We have had minimal cases across all of our sites and for that I wanted to say a huge thank you to all our employees and a huge well done to Glastonbury! They have provided extraordinary care for extraordinary people.” Glastonbury Care Home is welcoming new residents. If you’re looking for care for yourself or a loved one, please visit our website for more information or contact Brunelcare’s Glastonbury Care Home direct. www.brunelcare.org.uk/locations/glastonbury-care-home
What to Expect at the Care Virtual Summit
Are you interested in finding out more about the Care Virtual Summit? Well look no further – you’re in the right place! The launch of the Care Virtual Summit gives us a chance to continue bringing the care sector together in a safe space online. We decided that this was crucial, especially while we’re unable to run our much-loved Care Roadshows. So what can you expect from the Summit?Date: Thursday 30th July 2020 For the first event, you’ll hear from the leading names in the field about a range of topic such as supporting residents with dementia in isolation, recruitment and the way forward for social care. You’ll hear from QCS on how to cope during Covid-19 and Issac Theophilos will be providing his invaluable advice on how to achieve Outstanding even through the pandemic. Join an interactive workshop with Oomph! on how to keep residents engaged and get the latest updates from CQC. If you’re already beginning to think about all the questions you’d love to have answered by our incredible speakers then don’t worry – as we’ll have a live Q&A on the day. Not only does this incredible event have seminars throughout the day, it will also be host to an exclusive live panel debate on the challenges and the way forward for the care sector – home care and social care included. When setting up the event, we were very aware that the sector is currently busy and under a lot of pressure. So we’re making sure that all content will be available on-demand after the event, so you can watch it whenever and wherever you like. You’ll even earn yourself a CPD certificate for attending, so you can further your learning in the most exciting way possible. The summit has been lucky enough to gain the amazing support from our Platinum Sponsor, City & Guilds and our resources sponsor, QCS. QCS will be providing every event attendee with a free Ultimate COVID Toolkit, including a wellbeing and PPE audit, Covid-19 resources and vital advice and information! Ready to book your ticket yet? Book here – https://care-virtual-summit.heysummit.com/
Care sector crisis: is it safe to put loved ones in a care home?
A staggering 76% of UK adults don’t think it’s safe to put a loved one in a care home at the moment, according to new research from dementia care specialist Vida Healthcare. The research highlights the impact of the COVID-19 pandemic on the population’s perception of social care. More than half (53%) of adults admit they would worry that their loved one’s health would deteriorate if they were to move into a care home, while 40 percent would be apprehensive about not being able to visit them. However, 64 percent of adults are more aware of what is happening in the care industry with almost three quarters (70%) learning more about the sector from coverage in the news, and 29 percent from social media during the pandemic. In fact, 70% of Brits now value social care staff and the work done in the industry as much as NHS workers, highlighting that concerns over placing a loved one in care is no reflection of the social care workforce. James Rycroft, Managing Director at Vida Healthcare, believes that it’s crucial the public are aware of the different types of care available across the country and the steps being taken to ensure the safety of staff and residents. “Although more people than ever are aware of social care thanks to coverage in the mainstream press and on social media platforms, for nearly two in five (37%) people this is more negative than before the pandemic and almost half don’t know what specialist dementia care is. There are many types of dementia and people’s symptoms change over time, but at specialist dementia care homes like Vida Healthcare all the residents and service users have a formal dementia diagnosis. People living with a range of conditions, including Alzheimer’s disease, vascular dementia and dementia with Lewy bodies, are all supported. “We need to work together to ensure that people seeking high quality care for their loved ones have confidence in the sector. The health and wellbeing of residents and staff is the first priority of care workers and providers, and here at Vida Healthcare we’ve introduced new initiatives during the pandemic in order to adapt and react to the virus and lockdown measures. “Alongside weekly testing and adequate PPE, our homes use OZONE machines to sanitise each room in the building. This covers all surfaces with an OZONE mist and kills bacteria and viruses. Our laundry uses OZONE technology in all washes which assists with killing off any virus which has made its way onto clothing. “In preparation of admissions picking back up, we’ve created a 10 bed isolation suite which allows us to admit residents and make sure they are clear of COVID before they join the wider Vida community. We’ve also invested in hiring an Admissions Manager who is working exclusively with families throughout the enquiry and admissions process to answer any questions and concerns they might have.” The research found that connectivity in social care is also a significant area of concern for many, with just under half (45%) keen to see better technology rolled out across residential care to enable families to stay connected virtually. 46 percent of people are also worried about the pressure of visiting family members within care homes as we ease out of lockdown, and two in five (40%) are worried about feeling guilty for not visiting. James Rycroft added: “Alongside protecting staff and residents, one of the main priorities at Vida Healthcare is to continue creating a sense of community and keeping residents connected with their loved ones. We’ve developed our very own app, Family Team Talk, which is updated frequently and allows families to see a daily snapshot inside our care homes. The app is user friendly and gives families instant access to catch up on the health and wellbeing of their loved one. “The care sector is working together with vulnerable people, their families, the Clinical Commissioning Groups, Public Health England and GP surgeries to change public perceptions of social care, and ensure all aspects of care and comfort are met with dignity and meets the known preferences and wishes of everyone in social care and their loved ones.” For more information, please visit www.vidahealthcare.co.uk
Miele announces price reduction in leading range to help care homes improve hygiene
Covid-19 brought some unexpected challenges to the care sector in 2020, with managers and owners having to make difficult choices when it came to purchasing. At the same time as budgets were being squeezed, it has never been more important to keep care homes at the cutting edge of hygiene to protect our most frail and vulnerable population. Miele has a long global history of being the brand of choice in the care sector and is proud to provide it with on-going support when it comes to laundry and warewashing requirements. Today the company has announced that its best-selling ‘Little Giant’ commercial washing machine range, will be reduced in price by £200 for the whole month of July*, a move that the company hopes will help many of its care customers who are looking at reduced budgets for 2020. The range includes a machine that offers one of the shortest washing cycles of just 49 minutes with a load capacity of 6.5kg, making it ideal for care homes who are operating the laundry several times a day in order to cater for demand. The Little Giant range can be stacked with a Miele dryer in a footprint less than 1m2. This means that care homes, who often lack the space for a commercial washing machine, can now take advantage of innovative features previously only available to larger businesses and laundries. And its patented frequency-controlled motor ensures that the machine is extremely quiet, with noise levels less than 70db (compared to the average speaking voice of 60-65bd) even at high spin speeds, so residents won’t be disturbed. As with all Miele professional washing machines, the Little Giant has been built to last. Unlike many domestic models or even similar commercial machines, each Little Giant has been tested to 30,000 cycles – that’s the equivalent of eight cycles a day, seven days a week, for 10 years.The Little Giant features Miele’s award-winning Honeycomb drum. This lifts fabrics away from the drum and reduces the likelihood of them being damaged, ensuring each item is treated carefully and gently so garments keep their shape and last longer. Sam Bailey, sales and marketing director for the Professional Division of Miele says, “At Miele is it important to us that we support our customers whenever we can. This July promotion on our Little Giant range should help some of our care customers who could be struggling with budgeting after a particularly difficult period. The Little Giant is the perfect machine for care homes, offering quality, reliability and the very best in hygiene levels. Additionally, they can benefit from increased capacity, reduced downtime and better wash quality – all the features you’d expect from Miele and its quality approach to engineering.” The Miele Little Giant is one of the most sustainable and eco-friendly commercial washing machine ranges available. Its in-built technology ensures that it consumes no more water, energy and detergents than absolutely necessary. It also features recyclable materials and is 95% recyclable itself. Miele has committed to using 5,000 – 7,000 tonnes of recycled plastics by 2025 and opened its Warendorf technical centre in Germany earlier this year to help push innovation in plastics processing. You can read more about Miele’s commitment to sustainability here, as well as its membership to the UN Global Compact since 2004 and its agreement to uphold the Paris agreement and TextileMission initiative. To find out more about the offer click here. *or while stocks last, selected models only
What Does The Technological Future Of Our Care Homes Look Like
The care sector is in a time of technological future change, and while there is a degree of uncertainty as to what the future holds, the opportunities are also exciting. During 2019, there were approximately 11.6 million people aged 65+ in the UK. This figure is set to rise by 2.4 million over the next ten years. The fact is people are living longer and, in time, this will put a strain on the care sector. Skills for Care reported that every year, 130,000 additional workers are required, but this will increase to 650,000 each year by 2035, due to the aging population. It begs the question; what can be done to alleviate that pressure? Technology has a major part to play in that. It has enhanced at an incredible rate, with systems and processes becoming increasingly digitised and automated. Right now, however, times are hard and currently only some care homes take advantage of the technology already on offer. There is still a huge way to go to achieve mass implementation. Roy Edwards, head of marketing at Blueleaf, said: “I’m personally excited to see how the role of the robot in care homes evolves. At the minute, they are faced with much trepidation, but as we’ve discovered through extensive research, there are many benefits they can bring.” The state of play today There’s no doubt that great strides have been taken in recent years to get the industry up to speed. Artificial intelligence (AI) is slowly being filtered across the UK, allowing for the monitoring of patients to predict the need for early intervention. Acoustic Monitoring is arguably the greatest breakthrough on this point. More than ever before, caregivers are one step ahead when a patient is in danger of falling and this type of technology is used by over 250,000 care receivers in 752 care institutions worldwide. Certainly, over time, this will allow for an extended ecosystem that will make the delivery of 24/7 care a reality rather than a pipedream. Speaking on the growing role of AI, Stephen Wilson, director of Novacare, said: “There’s no doubt that artificial intelligence and robotics are going to shape the future of care. In fact, by 2023 it’ll be a technology that’s commonly used throughout the sector in the UK.” Beyond AI, smart home technology integration has become more prevalent in recent years – alleviating stress from caregivers. With the help of a home hub, care homes are in a position to control smart lighting and thermostats. Social technology has also been integrated. Smartphones and tablets are a lifeline for residents to keep in touch with loved ones – especially so during the COVID-19 crisis – while it also acts as a form of entertainment. They are also benefiting employees, who are able to use mHealth apps to monitor residents’ health and medical records. Even more significant, however, are the vastly improving care home management and eMAR software solutions. Combined, the assessment and evidencing of care via apps and this type of software means that medical assessments are more accurate and efficient. Similar to the smartphones, care homes are finding smartwatches particularly beneficial for dementia residents, who may have become disoriented and wandered off. Like fitness trackers, vital stats such as heartbeat can be regularly monitored by employees, without having to invest in costly additional equipment. They also bring benefits for the wearer – if they get lost, their smartwatch can safely guide them back to their home address, and they can also make emergency calls. But what does the future look like? As was acknowledged at the beginning of this article, the care sector has upped its game in the implementation of technology in recent years, but there is still a way to go. Robotics, AI, 5G and machine learning technology are expected to play a large role in enhancing and transforming care homes in the future. Technology is expected to benefit not just residents by combating issues such as loneliness, but care professionals as well. Streamlining and automating processes, technology will assist with daily core tasks and reduce workloads to allow carers to devote more time to residents to provide compassionate care. But what does that look like? In our opinion, autonomous. 1. Robots Robots are in the very early stages of being introduced in care homes across the world and it’s future possibilities are especially exciting. While living in a care home can help to reduce feelings of complete isolation, loneliness increases mortality rates by 26%, it’s predicted that in the future, robots will combat this, by offering companionship. CARESSES – a Japanese government and EU funded pilot project – continuously assess how robots can assist the elderly in care homes. As part of a trial, they introduced Pepper the robot as an assistant at an Advinia care home. Manufactured by SoftBank Robotics, Pepper greeted residents, and by using a combination of voice, images, and video, enabled residents to access messages from loved ones, remind them to take their medication, and play their favourite songs. On the matter, Dr. Sanjeev Konoria, chairman of Advinia Health Care, said: “Robots will not replace care workers… but such innovation could streamline processes… to improve care delivery and promote independent living and quality of life.” 2. Robopets Robopets are a recent introduction in care homes and are set to increase in popularity over the years. Morris Care has introduced a robotic seal pup to six of its care homes to help spark reminiscence of past pets. Known as Paro, the robopet has helped to reduce stress and anxiety amongst residents, whilst promoting social interaction, and improving mood and speech. Paro has the combination of built-in sensors and artificial intelligence that is currently seen in care homes; to enable it to ‘learn’ and respond to the name that residents give it. Much like a real animal, robopet Paro reacts to being stroked by turning towards the person holding it, opening its eyes, and
