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Chief Editor
Jade Evans jade.evans@cimltd.co.uk
Editorial Assistant
Ailsa Newgreen ailsa@cimltd.co.uk
Publication Manager
James Davies jamesd@cimltd.co.uk
Tel: 01795 509 112
Account Manager
Jazmine Davis jazmine@cimltd.co.uk
Tel: 01795 509 112
Administration Manager
Natalie Murray admin@cimltd.co.uk
Tel: 01795 509 103
Credit Facilities
Manager
Gwen Lee creditcontrol@cimltd.co.uk
Tel: 01795 509 103
Design and Production
James Taylor james@cimltd.co.uk
Grant Waters grant@cimltd.co.uk
Marketing Manager
Lucas Payne lucas@cimltd.co.uk
Social Media Manager
Lily Lawson socials@cimltd.co.uk
Sales Director
Tom Woollin tom@cimltd.co.uk
Chief Executive
John Denning
Editor’s Letter July 2024
Welcome to the July issue of Care Home Magazine, where we dive into the heart of two critical aspects of care home management: creating comfortable and accessible bathrooms and washrooms, and leveraging effective marketing services to enhance your care home’s visibility and appeal.
Bathrooms and washrooms are often overlooked yet play a vital role in the daily lives of residents. This month, we explore innovative designs and practical solutions that prioritise safety, dignity, and comfort. From the latest in anti-slip flooring and ergonomic fixtures to advanced hygiene technologies and sensory enhancements, our features aim to provide inspiration and guidance for transforming these essential spaces.
In addition to enhancing physical environments, it’s equally important to focus on how your care home is perceived by potential residents and their families. In today’s competitive landscape, effective marketing is not just an option but a necessity. This issue brings you expert insights on developing compelling marketing strategies that resonate with your target audience. We cover everything from digital marketing trends and social media engagement to traditional advertising methods and community outreach programs. Learn how to tell your care home’s unique story, showcase your values, and build a strong, trustworthy brand that stands out in a crowded market.
As we navigate these essential topics, we remain committed to supporting you with practical advice, industry news, our Care Home of the Month, food inspo and expert opinions that can help you enhance both the physical environment and the public image of your care home. We hope the articles in this issue inspire you to make impactful changes that benefit your residents and strengthen your care home’s presence in the community.
Jade Evans, Chief Editor
Table of Contents
6 Industry News
Providing insights into what’s currently happening within the care sector, we share some of the latest news.
9 Washrooms & Bathrooms
Looking at ergonomic solutions for elderly care in bathrooms, we examine the importance of design in bathrooms to prevent falls and injuries, focusing on adjustable fixtures and furniture tailored to the needs of elderly residents.
18 Activity of the Month
Bruce Boats features this July as our Activity of the Month. In an exclusive interview with the company’s founder, we discuss how the boat trips be customised to suit the specific needs and preferences of care home residents.
31 Marketing Services
With help from experts, we look at effective content marketing strategies for care homes and provide insights into creating valuable content such as blogs, newsletters, and educational materials that address the concerns and interests of potential residents and their families.
42 Thermokil
Looking at the importance of hygiene within the care sector, we delve into Thermokil Insect Control Services, a brand that stands at the forefront of heat treatment systems for pest control.
Industry update
Christie & Co Appoints Hannah Haines as New Head of Healthcare Consultancy
Specialist business property adviser, Christie & Co, has appointed Hannah Haines as its new Head of Healthcare Consultancy.
Hannah joined Christie & Co as an analyst in the company’s consultancy team in 2015 and was promoted to Director in 2021. She has worked extensively across the care, medical and childcare sectors and has had a senior role in most of the major projects handled by the team, including a pivotal role in Four Seasons Health Care Group’s ‘Project Oak’.
Hannah’s new position will see her further develop Christie & Co’s healthcare consultancy services, working in collaboration with the
Slough Care Home Residents Knit More Than 100 Blankets For Good Causes
Residents at a care home in Slough have knitted more than 100 blankets to help babies, animals and homeless people stay warm.
Putting their knitting needles together for those in need, residents in the knitting club at Care UK’s Oak House, on Wexham Road, have lovingly stitched blankets for various good causes this year – including Battersea Dog Rescue, Wexham Park Hospital, The Beeches Veterinary Hospital, Red Cross and homeless people around Slough.
Made up of residents, relatives and team members, Oak House’s knitting club meets every Wednesday morning to gather up its knitted produce and discuss donations.
existing team members and sector colleagues across the business. She takes over from Mike Hodges who originally established Christie & Co’s healthcare consultancy function in 2013 and was recently appointed as Managing Director of the company’s Capital Markets division.
Hannah Haines, Head of Healthcare Consultancy at Christie & Co, comments, “I am excited for this opportunity to further develop our consultancy services across our healthcare sectors in the UK and Europe. Having worked side-by-side with Mike and other colleagues for the past nine years, I look forward to continuing on our path of success in leveraging our data, analytics capabilities, and
experience to provide the best advice to our clients.”
Mike Hodges, Managing Director – Capital Markets at Christie & Co, comments, “I am delighted to be passing over the leadership of the healthcare consultancy team to Hannah. Her appointment is very well deserved, and she will be leading a team of exceptional talent. It is an exciting time ahead.”
Knitting club member Ann Sadler-Smith, 84, said: “It keeps my fingers going so they don’t stiffen up. It also makes me feel good and it’s so lovely to make things to give to people.”
The Oak House knitting club is constantly busy creating cosy new patchworks, with many more donations planned this year.
The club recently gifted dozens of colourful baby blankets for new arrivals at Wexham Park Hospital’s neonatal unit, which were handdelivered to nurses at the hospital to bring warmth, comfort and an extra touch of love to newborn babies and their families.
Agnieszka Klimkowicz-Buda, Home Manager at Oak House, added: “It was a pleasure to donate
some of the finished products to the neonatal unit this month. The entire team were very grateful for everyone’s efforts.
“We’re incredibly proud of our residents for all their hard work for such great causes – they’ve had a very busy year.
“Crafts and other creative activities can promote positive wellbeing for older people in a variety of therapeutic ways, including improving mental wellbeing and encouraging a sense of purpose. The ladies’ work for people in need is invaluable, and we hope their knitted creations will be well-loved by all.”
For more general information, visit www.careuk.com/oak-house
Industry update
Family-Run Bristol Care Home Sold to First-Time
Buyers
Specialist business property adviser, Christie & Co, has announced the sale of Gwendoline House in Bristol, Somerset.
Gwendoline House is a profitable, family-run care home registered with the CQC to provide care for up to 16 residents. It is located on an attractive, tree-lined road in a residential suburb of Bristol, which lies approximately five miles to the Northeast of the city centre.
The home was previously owned by the Moss family and was brought to the market to allow them to retire.
Following a confidential sales process with Oliver McCarthy at Christie & Co and with funding sourced through Jimmy Johns at Christie Finance, the home has been purchased by first-time buyer, Dorchester Care Homes trading as
Dorchester Healthcare.
Duncan Moss, previous owner of Gwendoline House, comments, “It has been a pleasure to own and run Gwendoline House for all these years and to provide much-needed care to the local community. We are pleased to be passing the business on to Dorchester Care Homes who, I’m sure, will build on its success over many years to come.”
Dorchester Healthcare, new owner of Gwendoline House, comments, “Gwendoline House Residential Home is now proudly operated by Dorchester Care Homes, trading as Dorchester Healthcare. Our 16-bed facility offers a warm and welcoming environment where personalised care and attention are our top priorities. At Gwendoline House, we emphasise comfort, safety, and well-being, ensuring each resident
feels truly at home. Our dedicated team delivers high-quality, individualised care designed to promote independence and dignity.”
“It was a pleasure to work alongside Jimmy Johns Christie Finance and Kirill Bingham at Clarke Willmott, both of whom were instrumental in getting the deal over the line.”
Yate’s newest care home appoints home manager
Anew care home in Yate has announced the appointment of its home manager.
Care UK has confirmed that Sarah Daly will be Home Manager of Yate’s newest care home, Ladden View on Fletcher Road, when it opens in September.
As an experienced and qualified mental health nurse, Sarah was keen to join Care UK after reading about their core values of care, passion and teamwork. Keen to deliver excellent care and work as part of a skilled team, Sarah is thrilled to be joining the Care UK family as an integral part of the new home.
Passionate about encouraging effective communication, Sarah places a strong focus on interacting with colleagues, residents, families and other stakeholders in a calm and organised manner.
Sarah’s new position will see her take responsibility for the
day-to-day running of Ladden View, which provides residential, nursing and dementia care for up to 75 residents. Bringing a holistic approach to care, Sarah will ensure residents are encouraged to live active and fulfilling lives while supporting them to remain as independent as possible.
Commenting on her new role, Sarah said: “I’m delighted to have been appointed as the Home Manager for Ladden View. I feel incredibly grateful to be taking on this role – as part of the leadership team, one of my main focuses will be ensuring Ladden View is an example of exceptional care, where our team is happy to work, and our residents are proud to call home.”
Angela Zuraw, Regional Director for Care UK, added: “Ladden View marks an important investment for Care UK and we’re thrilled to have Sarah on board.
“Every detail of the home has been considered to provide the
highest standards of care, but having the right team is key to the overall experience for the residents. Sarah has plenty of experience, passion, and empathy and I’m confident she’ll be a brilliant new addition to the Care UK family.”
For general information about the home, visit: careuk.com/ladden-view
Washrooms and Bathrooms
Essential
5
Adopting sustainable practices in care home washrooms can significantly reduce environmental impact and promote a healthier living environment for residents. Here we outline five sustainable practices.
1
Water Conservation
By installing low-flow faucets and showerheads, and using dual-flush toilets, care homes can significantly reduce water consumption. Implementing regular maintenance checks ensures that leaks are promptly fixed, preventing water wastage. Additionally, educating staff and residents about the importance of water-saving practices fosters a culture of sustainability. These measures not only lower operational costs but also contribute to the preservation of vital water resources, aligning care homes with broader environmental goals and sustainable living principles.
2
Energy Efficiency
Energy efficiency in care home washrooms can significantly contribute to sustainability by reducing water and energy consumption. Implementing low-flow faucets and showerheads, along with energy-efficient lighting and water heaters, can minimise resource usage. Motion-sensor taps and LED lighting further enhance efficiency, ensuring that water and electricity are only used when necessary. Additionally, using sustainable materials and eco-friendly cleaning products reduces the environmental impact. Collectively, these measures not only lower operational costs but also support a greener, more sustainable care environment.
Eco-Friendly Cleaning Products
Using eco-friendly cleaning products in care home washrooms supports sustainability by minimising the release of harmful chemicals into the environment. These products often utilise biodegradable ingredients and sustainable packaging, reducing pollution and waste. Additionally, they contribute to healthier indoor air quality and safer conditions for both residents and staff. By choosing environmentally responsible cleaning solutions, care homes can significantly lower their ecological footprint while promoting a safer, more sustainable living environment.
Waste Reduction
Waste reduction in care home washrooms aligns with sustainability by minimising the use of disposable products, conserving water, and reducing chemical pollutants. Implementing refillable soap dispensers and using bulk-purchase cleaning supplies can significantly decrease plastic waste. Installing water-saving fixtures such as low-flow faucets and dual-flush toilets conserves water. Moreover, using eco-friendly cleaning products reduces harmful chemical runoff, contributing to a healthier environment. These measures not only promote sustainability but also foster a more cost-effective and environmentally responsible care facility.
5 4 3
Sustainable Materials and Products
Incorporating sustainable materials and products in care home washrooms aligns with sustainability by lessening environmental impact and promoting resource efficiency. Using eco-friendly materials such as recycled or biodegradable products reduces waste and conserves natural resources. Low-flow fixtures and water-saving technologies help conserve water, while energy-efficient lighting reduces energy consumption. Additionally, using non-toxic, biodegradable cleaning supplies ensures a healthier environment for residents and staff, decreasing the release of harmful chemicals into the ecosystem. Overall, these sustainable practices support a more sustainable and environmentally responsible approach to care home operations.
Safe and Sound
Here we examine the importance of ergonomic design in bathrooms to prevent falls and injuries, focusing on adjustable fixtures and furniture tailored to the needs of elderly residents.
Falls and injuries are a significant concern in care homes, particularly in bathrooms where slippery surfaces and limited space can pose serious risks. Implementing ergonomic design principles is essential to creating safer environments for elderly residents. This article explores the importance of ergonomic design in bathrooms, focusing on adjustable fixtures and furniture tailored to the unique needs of elderly individuals.
Ergonomics, the science of designing spaces and products to fit the user’s needs, plays a pivotal role in enhancing safety and comfort in care home bathrooms. For elderly residents, ergonomic design can mean the difference between independence and dependence, safety and injury.
Bathrooms are common sites for falls among the elderly within
Statistics from the National Institute on Aging indicate that nearly 80% of falls among older adults occur in the bathroom.
care homes due to wet floors and sometimes awkwardly placed fixtures. Statistics from the National Institute on Aging indicate that nearly 80% of falls among older adults occur in the bathroom. Therefore, it is crucial to incorporate design elements that minimise these risks.
Key elements of ergonomic bathroom design include a number of furnishings. Adjustable fixtures, including showerheads and grab bars can be helpful as they allow residents to position the water flow comfortably without stretching or bending. Similarly, grab bars that can be repositioned or adjusted in height offer stability and support where it’s most needed.
Toilets with adjustable heights accommodate residents with varying mobility levels. Raised toilet seats can reduce the need for assistance and lower the risk of falls.
Adjustable sinks and mirrors can cater to both standing and seated users, promoting independence and ease of use. Sinks that can be lowered or raised at the touch of a button ensure that all residents, including those in wheelchairs, can use the facilities comfortably. Tailored furniture including
shower chairs and benches can provide safe seating options during bathing. These chairs should be height adjustable and feature nonslip materials to ensure stability.
Vanity units designed with pull-out shelves and drawers offer easy access to toiletries without excessive bending or reaching, reducing the risk of strain and injury.
Along with this, accessible storage solutions, such as wall-mounted cabinets and low shelves, minimise the need for reaching and bending, which can lead to falls.
While installing ergonomic fixtures and furniture is vital, staff training is equally important. Care home staff should be trained to assist residents in using these
Regular assessments of the bathroom environment can help identify areas for improvement.
adjustable features correctly and to recognize potential hazards.
Regular assessments of the bathroom environment can help identify areas for improvement and ensure ongoing safety.
At the Sunnyvale Care Home, a comprehensive ergonomic redesign of bathroom facilities led to a 30% reduction in falls within six months. The project included installing adjustable showerheads, grab bars, and height-adjustable toilets, along with providing staff training on assisting residents. Feedback from residents highlighted increased feelings of independence and safety, demonstrating the positive impact of ergonomic design.
Ergonomic design in care home bathrooms is not merely a matter of comfort but a critical component of resident safety and wellbeing. By focusing on adjustable fixtures and tailored furniture, care homes can significantly reduce the risk of falls and injuries, promoting a safer and more supportive environment for elderly residents. Investing in these design principles is an investment in the dignity, independence, and health of our aging population. By embracing ergonomic design, care homes can create spaces that not only meet the physical needs of their residents but also enhance their overall quality of life.
Blending Accessibility with Style
Transforming a clinical bathroom into a space that is practical, accessible, homey, and stylish can be challenging. With over 30 years of experience in the UK bathroom market, HiB excels in creating innovative and creative bathroom solutions. HiB Category Manager Joanne Cowley explains how HiB’s range of accessories strikes the perfect balance between style and functionality, making them ideal for the care home sector.
Creating a warm, welcoming and practical bathroom space in care homes is crucial for the comfort and wellbeing of residents.
At HiB, we understand the unique challenges faced by care home providers in creating environments that are both practical and inviting. As a Category Manager, I am particularly proud of how our range of accessories strikes the perfect balance between style and functionality, making them ideal for the care home sector. Our products are designed not only to meet the functional needs of residents and staff but also to enhance the aesthetic appeal of living spaces.
Our accessories are crafted with attention to detail and an understanding of contemporary design trends. This ensures that
every piece not only serves a purpose but also contributes to an environment that feels like home. Here are my top five tips for making a bathroom space more stylish and less clinical:
1. Finishes:
Opt for high-quality finishes that elegant and durable. Chrome, brushed brass and matt black finishes can add a touch of sophistication to any bathroom.
These finishes are not only visually appealing but also easy to clean and maintain, ensuring that the space remains pristine with minimal effort.
2. Elegant Shapes:
Choose accessories with smooth, curved lines and modern silhouettes. Avoid sharp edges and harsh geometric shapes, which can make a space feel cold and unwelcoming. Rounded mirrors, curve furniture and towel rails can soften the overall look and create a more comfortable environment.
3. Colour:
Incorporate calming and neutral colour palettes to create a soothing atmosphere. Soft greens, warm taupes and gentle blues can make a bathroom feel more like a spa and less like a clinical facility. These colours can be introduced through wall paint, tiles and even in furniture or basins.
4. Lighting:
Good lighting is essential in any bathroom, but it’s especially important in care homes. Use a combination of ambient, task and accent lighting to create a warm and inviting space. Consider LED
mirrors or cabinets with adjustable lighting options such as colour temperature changing technology or brightness controls, to provide the right level of illumination for various needs without harsh glare.
5. Texture:
Adding texture to a bathroom can significantly enhance its visual interest and comfort. Textured tiles, soft towels and accessories with tactile finishes can make the space feel more cosy. Natural materials like wood or stone can also introduce a sense of warmth and connection to nature.
It’s crucial to include accessories that cater to diverse needs when designing such a practical space. We’ve spent a huge amount of time developing our ranges to include products designed for enhanced accessibility, such as grab rails, grab bars and shower seats, that blend seamlessly into the overall design without making the space feel clinical or overpowering. We hope that by including these thoughtful additions to our product offering, we can ensure that every resident, regardless of age or ability, can enjoy a safe and beautiful bathroom environment.
For more information about HiB visit www.hib.co.uk
Care Home of the Month Henbrook House, St Neots
Henbrook House, a state-of-the-art luxury care home, opened its doors in the picturesque town of St Neots in April 2024. Offering 69 comfortable private bedrooms, along with stylish communal rooms for dining, relaxing, and socialising, Henbrook House is designed to be the epitome of elegance and luxury. The home’s mission is to deliver extraordinary care by creating a supportive community environment for residents, staff, and guests alike.
Located on Cambridge Street, just a short distance from the town centre, Henbrook House benefits greatly from its prime location. St Neots is a vibrant and welcoming town, and Henbrook House is eager to engage with the community through events, initiatives, and regular visits from local businesses
and families. General Manager, Catherine Frost, explained that this spirit of community-building is “integral” to Henbrook House’s ethos, ensuring that residents feel connected to the wider community.
Under the Connaught Care Collection’s unique all-inclusive model, Henbrook House offers residents a comprehensive service that meets all their needs under one roof. Premium amenities, healthcare services, and tailored activities are designed to provide the highest quality of life.
Catherine revealed that a significant factor that sets Henbrook House apart is its commitment to maintaining 25% more on-duty staff than competitors, allowing for more personalised and attentive care. “Staff members are welltrained with the latest skills and knowledge in elderly care, ensuring
that residents always have access to the assistance they need. This commitment to both resident and staff well-being has led Henbrook House to achieve a 10/10 rating on carehome.co.uk within just 10 weeks of opening, a testament to the hard work and dedication of the team,” she added.
Henbrook House’s higher staff-toresident ratio ensures personalised and prompt attention for each resident. Comprehensive training in specialised areas such as dementia care, first aid, and emergency medical response equips staff to provide exceptional care. Catherine explained how the person-centred approach at Henbrook House places residents’ individual needs and personalities at the heart of everything, she said, “This ensures they feel respected, valued, and understood.
“For instance, a recent outing saw resident Fred Dawson, a lifelong military history enthusiast, tour the Royal Air Force museum in Hendon, bringing immense joy and fulfillment to his experience at Henbrook House.”
Henbrook House uses a digital platform for real-time documentation of health outcomes to ensure each care plan is precisely tailored to the resident’s unique needs. Regular feedback from residents and their families is sought through surveys, meetings, and open communication channels, allowing for continuous improvement and prompt addressing of concerns.
Henbrook House offers an array of facilities designed for luxury and comfort. Residents can enjoy an open-plan Bar and Bistro, a cinema with streaming services, an extensive garden, a spa offering various treatments, and a hairdressing salon. Additionally, a small gym with a personal trainer offers group exercise classes and one-on-one programs to maintain and improve posture and balance. Leisure activities include crosswords, puzzles, board games, literature appreciation, and animal therapy sessions.
With activities at the heart of the home, since its opening, Henbrook House has hosted numerous activities, including a charity quiz, a Cirque du Soleil event, an Old West-themed Hoe
a Teddy Bears picnic, and a Pride Month celebration. Tailored outings to local attractions like the Cromwell Museum, RAF Hendon, and Carriages of Cambridge provide residents with enriching experiences. “These activities and events are designed to bring joy and foster a sense of community,” added Catherine.
In terms of the home’s future plans and goals, Henbrook House aims to become the premier choice for residential care in the area, continuously striving for excellence in care and creating a supportive environment where residents and staff can thrive. Catherine added, “Achieving an exemplary first CQC inspection is a key goal, solidifying its reputation as a leading care home.”
In order to stay updated with best
practices, senior staff members at the home regularly attend industry conferences, workshops, and academic seminars to stay at the forefront of developments in elderly care. Regular audits, feedback loops, and collaborations with local healthcare providers, educational institutions, and industry organizations ensure continuous improvement.
Striking a balance between exceptional care and business sustainability at Henbrook House is achieved by selecting the right team. Catherine revealed how the home focuses on motivating staff by rewarding hard work and dedication, ensuring they are energised and “committed to maintaining high standards.”
Catherine explained that one of the biggest challenges Henbrook House faces is combating outdated stereotypes about elderly care. She said, “Many people continue to see elderly care as a sombre and gloomy affair; a later-life compromise once residents can no longer look after themselves. In reality, it can often be an empowering and exciting change of pace for people who still have much left to give.
“We are committed to promoting this more positive image of the sector by showing that going into a home can be a new and exciting chapter in later life. As always, our residents lead the way in proving this point!”
Down,
All Aboard!
In this month’s edition of Care Home Magazine, we’re delighted to feature a truly remarkable activity that promises to bring joy, relaxation and a touch of adventure to care home residents—Bruce Boats. Operated by the Kennet and Avon Canal Trust, Bruce Boats offer specially adapted canal trips designed with accessibility and comfort in mind, and we share all the details.
For 35 years, on a quiet stretch of canal near Marlborough, Bruce Boats have been giving elderly, disadvantaged and disabled people a chance to experience the outdoors on their specially designed canal boats. The four wide beam boats all have lifts and ramps for ease of boarding and to access the large outside area at the bow, and an accessible bathroom with grab rails. Toilet seat raisers can be provided if needed. On days when the weather is less favourable, there is ample seating inside to allow everyone to keep warm –the central heating can be turned on if needed. One boat has an electrically-operated hospital bed next to a large low-level window, so even those bedridden have been able to enjoy watching the scenery glide slowly past.
Bruce Boats run day trips for groups of up to 12 people (as well as being available for self-drive holiday hire), including up to three wheelchair-users. A day trip is crewed by volunteers who undergo
The slow pace of canal travel is admirably suited to those with both physical and cognitive limitations.
regular training; the skipper will hold the Certificate of Community Boat Management. Life jackets can be provided for any who might want them, although the width of the boat and the rails around the bow area mean that they are not a requirement. The boats all have full kitchens on board, including an oven and microwave, so groups either bring a picnic for lunch or use the facilities to cook something hot. Teas and coffees are also provided. Typically, a trip begins at about 10am from Great Bedwyn, SN8 3PB. There is parking right next to the canal, and ample space to turn a minibus that can be left behind a locked gate for the duration of the trip. The outward trip passes through four locks and pleasant countryside. All who would like to join in are encouraged to do so: those who are fit enough may help to work the locks, and anyone (including wheelchair-users) can try their hand at steering the boat – under supervision of the skipper, of course! Others prefer to relax and watch the world go by. The boat normally stops for lunch and returns to Great Bedwyn by about 4.30pm. Shorter trips or different timings are also possible – we like to be as flexible as we can.
For many people, just being outdoors and close to the water
is enough to make it a day to remember. There may be swans or ducklings to admire, almost within touching distance. At the moment, a pair of Muscovy Ducks have taken up residence under a nearby bridge. Founder of the company, David Bruce, said, “The mental health benefits of being surrounded by greenery are well known, and the slow pace of canal travel is admirably suited to those with both physical and cognitive limitations. Those with little communication
often react positively, surprising their carers with their response to the new surroundings.”
Although run for many years as an independent charity by its Founder, David, Bruce Boats now have a long-term future as part of the Kennet & Avon Canal Trust (KACT). KACT was the charity which was responsible for restoring the canal to a navigable condition towards the end of the last century. As well as the Bruce Boats, it also runs several trip boats along its length, so if you are looking for a canal trip for a larger group of up to 40 people, try the Rose of Hungerford (at Hungerford) or the Barbara McLellan (at Bradfordon-Avon). They both have a lift for boarding, although they do not have accessible toilet facilities, so may be better for a shorter trip.
All the boats operate in the summer months only (generally April to September). To book one of the Bruce Boats, fill out our booking form here https:// bruceboats.katrust.org.uk/ day-hire/ or send an email to bruceboats@katrust.org.uk and we will let you know available dates. To book one of the larger boats, follow this link: https://katrust.org.uk/charters/
Catering Considerations
Tess Warnes, registered dietitian at allmanhall, the food procurement experts, provides insight and details. As part of allmanhall’s full solution, this expert support and advice is something from which care catering teams will benefit through a procurement partnership.
Careful consideration is needed when catering for older adults. As we get older, we need more of certain nutrients such as protein, calcium, folic acid and B12. In addition to this, extra consideration may be needed for some individuals with diabetes, swallowing difficulties, malnutrition and/ or reduced appetite.
Diabetes
It is estimated that a quarter of all care home residents have diabetes. Nutritional advice for those with diabetes is very similar to the general population:
• Include moderate amounts of slow release (high fibre) starchy carbohydrates throughout the day
• Reduce refined sugar intake
• Avoid ‘diabetic’ products
Residents with malnutrition may need an individual care plan to ensure both their diabetes and nutrition are addressed. If blood sugars are increasing, do not restrict intake but instead discuss with a GP/ specialist diabetes nurse.
Malnutrition
Malnutrition is known to affect around 35% of care home residents and can have a devastating impact on individuals’ physical and mental health. Catering for those with malnutrition is a big part of food provision in care homes.
1. Focus on nutrient dense instead of energy dense - foods that provide additional nutrition such as protein, vitamins, minerals.
2. Fortify meals with nutrient dense foods:
a. Tablespoon of nut butter in
porridge, curries
b. Grated cheese to savoury dishes
c. Greek yogurt to curries, dahl, porridge
d. Egg to custard, milk puddings, mashed potatoes
3. Use fortified milk (4 tablespoons skimmed milk powder mixed into a pint of full fat milk).
4. Offer nutrient dense snacks such as cheese and crackers, hard boiled eggs, nut butters on toast, homemade smoothies, malt loaf, Greek yogurt and rice pudding.
Dysphagia
Dysphagia, difficulty swallowing, is very common in care homes and can make meeting nutritional needs harder. Ensuring textured modified food looks and tastes appetising can be a challenge.
• Malnutrition is more likely for those with dysphagia, so food fortification may be needed
• Offer alternative pureed snacks such a pureed biscuit, scone or cake, to provide variety
• Ensure staff have training on
the IDDSI framework and how to create safe but appetising texture modified meals
• Consider all aspects of the meal – the gravy, soup, custard... they all need to be the correct consistency for the individual
• Thickened fluids take longer to move over taste buds so drinks can appear stronger in taste. Therefore diluted/ weaker drinks may be needed.
Nutrition is key for supporting residents with their physical and mental health. Food, however, is also about so much more. The social interaction, coming together with others, enjoyment of food and enabling dignity. Creating a relaxed and appropriate dining experience has shown to improve appetite and food intake.
For more information and insights from allmanhall, about responsible and sustainable procurement, with full support, take a look here: allmanhall.co.uk
Ensuring CQC Excellence
In the UK’s evolving care landscape, compliance with the CQC’s new single assessment framework is paramount. MOA Benchmarking’s quality improvement solution stands as the largest quality, compliance, and improvement management solution in Australia and New Zealand. MOA expanded into the UK in 2022 after studying the CQC’s new framework for 18 months, making them uniquely positioned to support UK providers with global best practices. Excited to contribute to reshaping how UK care providers meet their quality and compliance requirements, MOA share some learnings from their time in the UK so far.
Moving Beyond Case File Auditing
UK providers still heavily rely on case file auditing, a carryover from the previous CQC framework. While reviewing care notes and plans is essential, focusing solely on these often results in
“Requires Improvement” ratings in other assessment areas.
Associate Professor Lahn Straney, an epidemiologist and Visiting Research Fellow at the University of Leeds, explains, “Case file auditing is fundamental, but it shouldn’t be the sole focus. A comprehensive
approach that addresses all aspects of quality and compliance ensures better overall ratings.”
Seeking an All-in-One
Solution
Many providers aim for a single software solution to manage
everything from care management to auditing, policy creation, and even accounting. However, the best approach involves utilising specialised tools that excel in specific areas. “Relying on a single solution can often lead to gaps in quality and compliance. Specialised tools, like those offered by MOA, provide unbiased audits and insights into regulatory compliance across all processes and systems,” says Straney.
Shifting fromReactive to Proactive Compliance
Historically, providers waited for CQC inspections to receive an improvement plan. The new CQC framework demands a proactive approach, requiring continuous self-assessment and improvement planning. Our platform supports ongoing evidence collection, data analysis, and improvement planning, enabling providers
to demonstrate compliance continuously and effectively.
Beyond ChecklistsYES/NO
Under the new CQC approach, the old yes/no checklist audits are no longer adequate. MOA’s solution helps providers build a comprehensive evidence repository, covering policies, procedures, management readiness, staff knowledge, documentation, and feedback from clients, families, and external regulators. This holistic approach ensures providers meet all aspects of the CQC framework, going beyond compliance to achieve excellence.
Cultivating a Culture of Continuous Improvement
Providers often focus only on positive evidence for the Provider Information Return (PIR), potentially overlooking
critical issues. MOA’s solution fosters a culture of transparency and continuous improvement by facilitating regular self-assessment and improvement planning.
“Identifying and addressing issues proactively leads to sustained highquality standards and better CQC ratings,” Straney highlights.
MOA’s complete quality improvement platform is designed to help UK care providers navigate the new CQC framework effectively. By moving beyond traditional auditing, adopting a proactive compliance approach, utilising comprehensive evidence collection, and promoting continuous improvement, our product ensures providers are well-equipped to meet and exceed CQC requirements. Join the many providers already benefiting from our expertise and transform your compliance management today.
moabenchmarking.co.uk
Revolutionising Care Home Operations
In an insightful piece from EF-group, we look at how technology enhances efficiency within care homes.
At EF-group, we’re dedicated to improving the quality of care provided in care homes. We believe that implementing customised software solutions is one of the most effective ways to achieve this. These solutions can streamline day-to-day operations, minimise administrative tasks, simplify procurement processes, and ultimately enhance the overall quality of care for residents. Let’s explore the impact that modern technology can have on care home management and the ways it can revolutionise the care delivery process.
The role of technology and software solutions in care homes
When used correctly, technology can be a complete game-changer in many industries, one of which is care home catering. With specialist software, it’s easier than ever to check supply chains, oversee procurement, adjust menus and comply with industry regulations. Therefore, catering teams in this sector can spend less time on operations, and more time providing residents with the best catering services. Not only this, but the extra support can help save time and avoid costly mistakes. EFgroup provides software solutions to support care homes and help their operations run smoothly. While our Freshmarkets solution handles everything procurement-related, CaterCloud technology has costs and menu management covered.
How does technology enhance efficiency in care homes?
Technology can improve efficiency in many ways, from streamlining operations to improving catering services for residents. One of the main ways that technology can help is by providing chefs with a comprehensive view of orders, stock levels, and order tracking. Having quick and easy access to this information is essential for kitchen management, especially in care homes where the focus should be on providing the best service to residents. As a result, chefs can make informed decisions, avoid unnecessary stock shortages or over-ordering, and avoid menu disruptions. Technology solutions can also streamline the invoicing process by centralising everything. This not only simplifies financial
admin, but it can also improve planning and budgeting since you can see exactly what’s being spent and when.
Technology can support recipe and nutrition management and ensure that residents receive healthy, varied and nutritious meals. Catering teams can easily access and adjust recipes and nutrition levels to meet dietary requirements and food service guidance, aiding with CQC compliance. Additionally, it allows the team to input and view allergen information for individual residents, meaning they can focus on maintaining residents’ well-being and meeting their individual needs. Finally, catering technology can help teams report RDAs, which reduces strain from admin tasks.
www.ef-group.co.uk/healthcare 07837 212739
Dishing Up
In another instalment of our much-loved Dishing Up, this month we share a recipe to tantalise the taste buds of your residents. Provided by V for Life (VfL) – here’s how you can make these simple but effective, Greek fritters with tzatziki.
Ingredients
For the tzatziki:
• ¼ cucumber
• 1 small clove garlic, crushed
• ¼ tsp dried dill
• 1 tbsp olive oil
• 1 tsp white wine vinegar
• 200g thick dairy-free yoghurt (Alpro Go On)
• Salt and pepper
For the fritters:
• 1 small carrot
• 1 small courgette
• 2 small onions, halved and finely sliced
• 2 tbsp vegetable oil
• 125g chickpea (gram) flour
• 125ml water
• 1 tsp each of paprika, dried dill, ground cumin
• 10g chopped parsley
• Zest of ½ lemon
• 1 level tsp salt
• 100g mushrooms, finely chopped
Implementing vegan recipes in care homes can offer several benefits, both for the residents and the overall facility. Vegan meals can be nutritionally balanced and contribute to better health outcomes for a range of ages. In the pursuit of enhancing the dining experience for residents in care homes, introducing new and exciting flavours can bring a sense of adventure and joy to mealtimes. One such delight is the Greek fritter, a crispy and savoury treat that, when paired with the refreshing tang of tzatziki sauce, offers a taste of the Mediterranean. Here, we share a simple yet delicious recipe
for Greek Fritters – one that is designed to be easy to prepare, nutritious, and enjoyable for all residents, adding a flavourful twist to their daily meals.
Method
1. To make the tzatziki, grate the cucumber coarsely and squeeze out as much liquid as you can. Combine the grated cucumber, garlic, dill, olive oil, vinegar and yoghurt. Season with salt and black pepper to taste. Keep chilled in the fridge. (If you use ordinary yoghurt, you will need to strain it through a coffee filter for a couple of hours to get that creamy-thick consistency.)
2. Spiralise or grate the carrot and courgette. Sauté the sliced onions, carrots and courgettes for three
minutes in the vegetable oil, then set aside.
3. Mix the gram flour, water, all the spices, dried herbs and parsley and blend until you have a smooth batter. Stir in the lemon zest and salt. Add the vegetables and chopped mushrooms into the batter and stir until evenly combined.
4. Heat some oil in a large non-stick pan. Use 2 tablespoons of the mixture for each fritter. Shallow fry until both sides are golden brown.
5. Place the fritters on kitchen paper and keep them warm in the oven while you continue cooking the rest of the mixture in batches. Serve straight away with the tzatziki.
vforlife.org.uk
Image from FlavourPhotos
Nourishing Lives
Helen Ream has been a Dietitian for 30 years, working in the NHS for over 20 years and with Compass Group UK & Ireland since 2015. During her time at Compass, she has worked closely with care home teams to support and enhance the nutritional care provided through food services. In this insightful interview with Helen, we look at the importance of high-quality food service within care homes and how White Oaks prioritises wellbeing through their offering.
Can you provide an overview of Compass Group UK & Ireland’s involvement in the care home sector?
Part of Compass Group UK & Ireland, White Oaks spans food and dining services across the senior living sector from care, extra care and retirement living. In each, the team creates a food service offer that is developed to meet the specific mealtime preferences and needs of residents and tenants, offering quality, choice and flexibility throughout the day.
What specific services does White Oaks offer to care homes?
Our collective purpose is to deliver a quality food service at the highest level, placing residents at the very heart of that service. By doing this, we can guarantee a professionally managed and innovative food and dining experience - supporting better living, a ‘home from home’ environment and sense of community that is important to our clients and residents alike.
How do you tailor your services to meet the unique needs of different care homes and their residents?
We work in partnership with care teams within our partner organisations. This enables us to understand a resident’s needs in terms of their individual preferences, as well as specific dietary requirements. That’s why we have created a ‘food passport’ system, which outlines the ‘food story’ for each resident and ensures that they are served meals that meet their needs.
Can you describe the process White Oaks uses to develop and plan nutritious menus for care home residents?
Our meals and menus are created by our expert chefs and dietitians, who work together to strike the balance between great taste and good nutrition. We offer a choice of meals and ensure that they are served in a way that encourages residents to eat well, in an environment that enhances a
relaxed, social atmosphere. Training and knowledge for our teams is key. Part of our training is to understand each resident’s requirements and to work alongside other professionals within the care home setting to ensure that residents receive, eat and enjoy a meal that is right for them and can of course help to meet their nutritional needs. This communication between our teams and the care team is imperative to meeting high standards of care.
What steps are taken to ensure that meals
are both balancednutritionally and appealing to
elderly residents?
We work with our partners and rely on feedback, to constantly evolve our menus. We understand that residents often love our classic, homestyle meals, but also encourage them to try new tastes and concepts. To support this we often host theme food events and ask our residents to join in baking and cooking as an interactive activity.
compass-healthcare.co.uk
A Good Food Company for Better Living
With service at the heart of what we do, and great people at the heart of our service.
White Oaks offers a comprehensive culinary experience that goes beyond nutrition and hydration. White Oaks enhances the life experience of residents and homeowners by providing holistic care and giving back control. As care providers, they focus on overall wellbeing, not just food service.
Through in-depth industry experience and resident understanding White Oaks builds tailored menus. To ensure they provide stability in homes, White Oaks focuses on staff training, person-centred care, engagement activities, and long-term partnerships. Backed by Compass Group, they pass on the benefits of global business to their customers. White Oaks aims to enhance the quality of life for residents and positively change perceptions of the care, assisted and retirement living sectors, ensuring that every resident’s voice is heard.
Developing a compassionate brand identity for care homes involves creating an environment and perception that conveys empathy, respect and genuine concern for residents. Here are five ways care homes can achieve this.
Authentic Storytelling and Testimonials
Authentic storytelling and testimonials play a crucial role in developing a compassionate brand identity for a care home. By sharing genuine stories of residents’ experiences and caregivers’ dedication, you can vividly illustrate the empathy and personalised care provided within the home’s walls. Testimonials from residents and their families offer first-hand accounts of the warmth and support they receive, fostering trust and emotional connections with potential clients. These narratives not only highlight the quality of care, but also humanise the brand, making it relatable and trustworthy.
Community Engagement and Involvement
Community involvement and engagement are pivotal in cultivating a compassionate brand identity for a care home. By actively participating in local events, collaborating with community organisations and fostering open communication with residents and their families, your home can demonstrate its empathy and its commitment to social responsibility. Engaging with the community helps build trust and showcases a home’s dedication to enhancing the wellbeing of its residents. Through initiatives such as volunteer programs, charity events, and partnerships with local schools or businesses, you can create a positive and supportive environment that reflects your core values of care and compassion.
Personalised Care and Communication
Personalised care and communication within a care home play a pivotal role in fostering a compassionate brand identity. By tailoring care plans to meet the unique needs and preferences of each resident, you can demonstrate a deep commitment to individual wellbeing and dignity. Effective, empathetic communication ensures that residents feel heard, valued and respected, which in turn builds trust and strengthens the emotional connection between caregivers and residents. This personalised approach not only enhances the quality of life for residents, but also sets the care home apart as a compassionate and caring institution.
Training and Empowerment of Staff
Successfully implementing training and empowerment of staff in a care home to build a compassionate brand identity requires a strategic approach and ongoing commitment. It’s crucial to conduct a thorough assessment of current skill levels and identify areas for improvement. Tailor training programs to address these needs, focusing not only on technical skills but also on fostering empathy and effective communication. Empowerment comes through delegation of responsibilities matched with adequate support and resources. Encourage staff input and initiative, creating a culture where their voices are heard and valued.
5 4 3 2 1
Quality of Life Enhancements
Enhancing the quality of life in a care home through thoughtful amenities, personalised care plans, and a nurturing environment not only benefits residents but also helps shape a compassionate brand identity. By prioritising comfort and dignity through well-trained staff who provide compassionate care, a home can establish a reputation as a place that values individual wellbeing. Access to recreational activities, nutritious meals, and social engagement fosters a sense of community and belonging among residents, further reinforcing the home’s commitment to holistic care.
Compete and Succeed
With help from industry experts, we detail effective content marketing strategies for care homes in order to help reach maximum occupancy and stand out in the competitive care sector.
In an industry as compassionate and demanding as the care sector, standing out while achieving maximum occupancy can be a daunting challenge. With the growing number of care homes, and the increasing expectations of residents and their families, effective marketing has never been more critical. This is where content marketing comes into play. By crafting a strategic approach to content marketing, you can not only highlight your unique offerings,
but also build trust and establish lasting connections with potential residents and their loved ones.
This article delves into the most effective content marketing strategies tailored specifically for care homes. From creating engaging and informative blog posts to leveraging social media platforms and optimising for search engines, we will explore various techniques that can help your care home shine in a crowded market. Whether you aim to attract new residents, retain existing
ones or simply raise awareness about your exceptional services, these strategies will provide the foundation for a successful content marketing plan.
Whilst capturing video content can take a little bit of time, Samara Ullmann, care home marketing specialist and founder of SUPR, recognises that there are huge benefits to creating content of this kind. “Once a care home has a video or a series of videos, these can be used in various ways. Facebook puts a lot of emphasis
on video content and uses an algorithm to help video content be seen by more users – making it a perfect platform to upload videos to,” added Samara.
Video content often helps users to stay on your website that little bit longer, as they are more likely to take time to watch a video than read an article.
Alongside video content, Samara explained how PR is a great way to reach a care home’s target audience. “Many care homes sit within the local community, and regional newspapers are always happy to hear about, and include, news from a nearby care home.”
With the demand for social media growing, this is a great place to host testimonials and success stories to add trust and credibility. Testimonials can also be shared on a dedicated page on the care home’s website and within a newsletter or video.
Samara advises using video
testimonials as they are a good way to bring a success story to life. For the best results, Samara encourages you to make sure each video is no longer than three minutes in order to keep the audience’s attention. “Perhaps interview a resident with their loved one exploring why they enjoy living at the home, highlighting the benefits for the residents and their loved ones,” she added.
In terms of what topics are most relevant and engaging for potential residents and the families, ultimately families want to know that their loved ones are being cared for, but also that they are involved in experiences that enhance their quality of life.
Engaging topics for potential families to hear about may be how staff have gone above and beyond to help a resident. E.g. sharing a powerful story of how a resident has gone back to playing the piano having been encouraged by a
young volunteer.
Samara explained that, if the content is about a particular resident, it is important to involve family members to ensure the information is correct and they are happy with the way it is written. “Ask the family to include a testimonial, so that what is being shared is genuine and authentic.
“It is also a good idea for a care home to agree a set of core values and ensure these can be seen through the care shown, and activities and experiences available to residents and their loved ones,” she added.
A regularly updated blog is another good way to increase search engine optimisation and increase organic traffic. Once a blog article has been published, this can be shared on social media, or a digital newsletter, to drive traffic to the website.
Another way to engage with potential residents is through
offering virtual tours of your home. As the saying goes, ‘seeing is believing’; without arranging a show round, a virtual tour is the next best thing. Samara believes that it provides a real insight into the home – the space and what a resident or family member can expect. Following this, if someone likes what they see, they will likely book a visit to find out more.
“Events are a good way to invite people into the care home in a more informative and less direct way. Opening the doors of a care home to the community to celebrate a particular event gives people the chance to meet the team, and have a look around the home and the grounds to see if it is somewhere they could see themselves or a family member living at one day,” said Samara.
Although everything we’ve listed is beneficial, you need to know exactly how much these methods are benefitting you. When it comes to measuring and analysing
engagement metrics, things like e-shots and digital newsletters are slightly easier to monitor as you can review the open rate and measure any traffic directed to the website from the activity.
Facebook can be measured on the engagement and comments made by people based on the content being shared. If the online community is growing, this is a good sign that the activity is working well to capture people’s attention and generate a response.
Samara sees that a good way of measuring the success of any marketing activity is it to ask prospective residents or families where they heard of the home. This allows the care home to understand which marketing activity is working in terms of driving awareness and enquiries.
Planning and scheduling content around key dates and events can also provide heightened engagement. Samara said, “Creating a yearly activity calendar
with notable dates that the care home wants to acknowledge is a good way to plan and schedule content.” Key dates, such as ‘Alzheimer’s Awareness Month’ and ‘Intergenerational Week’ can be plotted in, and activity can be arranged in advance to ensure key marketing opportunities aren’t missed.
Implementing effective content marketing strategies is crucial when aiming to achieve maximum occupancy and stand out in the competitive care sector. By focusing on creating high-quality, informative and engaging content tailored to the needs and concerns of potential residents and their families, care homes can build trust and establish themselves as leaders in the industry. Utilising a mix of channels, including social media, blogs, videos and newsletters, ensures a wide reach and consistent engagement with the target audience.
The Power of Anonymity
In an exclusive piece from the team at Bounce Forward, we reveal the value of mystery shopping within the senior care sector.
It’s almost summer holiday time! You’re counting the days and looking forward to a relaxing couple of weeks - but what happens to your care home while you’re away?
Historically, admissions into care homes reduce in the summer months, but is this through lack of need, or because your sales team are away, and in their absence your enquiries are not being handled as efficiently?
Care doesn’t pause when the weather gets warmer and in fact, when families see their loved ones –
maybe for the first time in a while –they can notice that mum or dad is struggling more than they realised and your enquiries can actually increase.
Missed Enquiries
The Industry estimates that over half of new enquiries are missed – that’s missed calls, calls not returned and web enquiries lost in the ether. With fierce competition now for each care placement, your new enquirers won’t try again, they will call the next care home on their list. Not only will you have lost that
potential resident, but this family will not be recommending you to their friends.
How Mystery Shopping Can Help
Mystery shopping your care home during the summer months can give you vital insight into how your enquiries are managed when your sales team are on holiday. In their absence, are calls answered? Are families encouraged to come and look at your care home, or simply asked to call back with no details taken?
A Mystery Shop - What’s In It for You?
The team at Bounce Forward* tell us that many of their regular clients as well as new clients wishing to learn more about their customer journey are requesting summer mystery shops, keen to understand the customer journey during these months. Mystery shops can also help them prepare for the very busy autumn and winter period, with new processes, support and maybe training put in place.
A Whole Home Approach
Do those team members temporarily looking after new enquiries need more support? Are they confident with showrounds, talking fees and progressing that initial interest to a move-in? Have the show suites been made perfect, brochures and fee information given to them and explained, and have they been trained to record their enquiries, so these can be followed up?
“We are often asked to mystery shop care homes when the Sales Manager or Home Manager is out of the home for the day, or on holiday,” explain Bounce Forward. “A family member calling your home will expect their call to be answered in a professional and knowledgeable way, whoever answers the phone – and that first contact will be ‘make or break’ for how they feel about your care home. Looking for care for a loved one is one of the most daunting, emotional times for families. These days, they expect the care itself to be excellent – it’s almost a given –and they are looking for that added personal touch – someone who will be empathetic towards them and make them feel that they, and their loved one, are important to the home.”
This is also so important when a family visits your home for the first time. It will take your visitors just four seconds to decide if they do not feel welcome and for them to have any negative feelings about your home. With Covid restrictions now very much in the past, more
families are dropping into a care home, rather than calling to arrange a visit. Acknowledging that they’ve popped in on the offchance and that of course you’d love to show them around will start to build that vital rapport.
This approach does not come easily to those team members not trained to manage a showround, filling in for a Manager’s absence.
“We visited a home recently where the Home Manager was unavailable at the last minute, and she asked her Nurse Manager to show us around,” Bounce Forward told us. “This lady was lovely and chatted about our mum, but she had not been told which rooms to show us, so decided to show us every one of the 8 available rooms. Four of these had not yet been deep cleaned and two were being used to store
equipment and air mattresses. We really warmed to this nurse, but we couldn’t imagine our mum in any of these rooms and the showround did not do the home justice at all. It was clear she felt awkward, as she didn’t know what to do. This lady could not find the Home Manager at the end of our visit to give us a brochure or prices, and although we left our contact details, we have not heard from the home since.”
So What Should I Expect From a Mystery Shop and How Would It Benefit My Homes?
A thorough, in-depth mystery shop – carried out by professionals whose knowledge stems from their own experience of working in a care home – will give you far more than a standard report on the customer
journey. You can request specific information, such as whether your team are interacting with residents, whether the show suites are looking their best, or whether your special fee offer is being explained.
Your mystery shop could well uncover issues that you were not aware of. “We were asked to make a series of calls for a client who was concerned they were not receiving weekend enquiries”, Bounce Forward explain. “We uncovered one simple reason – the phone system which should have been set to divert calls to reception at the weekend had been inadvertently turned off”.
“Many providers ask us for a series of mystery shops on their homes when a new Sales Director joins their company. Before we start working with any new client, we will have a call with the Senior Leadership Team to discuss each home with them and any specific requirements or concerns. We provide detailed reports on all our mystery shops, with a final report two weeks later, informing them of any follow up we have received from the homes. Our clients analyse the reports and establish their action plans accordingly”.
Increasing your Private Pay Residents
“We have helped a number of providers wishing to increase their
private pay residents and wanting to enhance their homes”, say Bounce Forward. “We view their homes through a fresh pair of eyes and make our recommendations, which come from the heart of having looked for care for our own loved ones. It can be as simple as setting up and dressing a show suite, choosing a small office to become a dedicated family room for that vital chat before a show round, or changing the dining experience so residents choose their meals as they sit down, rather than the day before.”
Your Competitors
It is also hugely beneficial to mystery shop your local competitors. You may feel you know your competition, but are families seeing what you see, if you ask (and are allowed!) to look around your local competitor’s homes. Your own home may look and feel beautiful, but if your team are not engaging, your visiting family will not feel comfortable choosing your home. However, if they visit your competitor and the Home Manager joins the tour to introduce themself, or they see an activities programme much more varied and interesting than yours, they are much more likely to choose your competitor, especially if the homes are similar in style and price.
What About Domiciliary Care?
Families often look for home care during the summer holidays when they are away themselves. How are calls managed by your team? Is someone available at the end of the phone at the times your website state they are? Or are enquiries asked to, “call back on Monday when someone is in the office?” A mystery shop phone call can be invaluable as – unlike a care home – you cannot showcase your care with a visit, your enquirer is relying on that initial contact with you to make their decision.
Families now use websites, social media and online marketing platforms to find their local care homes and providers spend more than ever on their marketing strategy. Your analytic data might show an increase in web traffic due to your marketing spend, but this is false economy if your leads are not managed. Mystery shops will give you that vital insight into whether –and how – your enquiries are being managed, and what you could do to improve your conversion rates.
* Bounce Forward offers bespoke mystery shopping services dedicated to the care sector. Please see their website for more information: www.bounce-forward.co.uk info@bounce-forward.co.uk
Pioneering Pest Control
Thermokil Insect Control Services, a proud member of the Thermokil group of companies, stands at the forefront of heat treatment systems for pest control. In this insightful piece, we delve deeper into how the brand works as well as the benefits it can offer to the care sector.
Recognised for its innovative approach, Thermokil’s heat treatment method eradicates all life stages of pests, including eggs, ensuring comprehensive pest management success.
Thermokil’s services are available directly to the general public and through partnerships with pest control companies across the UK and internationally. This flexibility allows for a broad application of their expertise, benefiting a wide range of clients.
A commitment to customer collaboration sets Thermokil apart. The company acknowledges the frustration and helplessness often experienced by those battling persistent pests. From the very beginning, Thermokil has prioritised customer satisfaction and ethical practices, ensuring every solution is tailored to meet the specific needs of their clients.
Thermokil’s pledge includes offering free advice and delivering a comprehensive, yet affordable, pest control solution. This dedication to customer service reflects their core values and commitment to excellence.
Working with Thermokil offers numerous benefits for care homes, ensuring a safe and healthy environment for residents. The pest control and disinfection services which use heat treatment technology, is highly effective and environmentally friendly. The method eliminates pests and pathogens without the use of harmful chemicals, thereby reducing the risk of adverse
reactions among vulnerable residents.
Additionally, Thermokil’s approach is thorough and efficient, minimising downtime and disruption to the care home’s operations. Their expertise in addressing infestations and maintaining hygienic conditions contributes significantly to the overall wellbeing and comfort of residents, making them a valuable partner for care homes committed to high standards of health and safety.
The Benefits of Heat Treatment in Pest Control
Heat treatment is a highly effective, non-toxic method for controlling invertebrates. As a vital component of an Integrated Pest Management (IPM) plan, it is especially useful when dealing with insect populations that may have developed resistance to traditional insecticides. Unlike chemical treatments, heat penetrates all stages of an insect’s life cycle—egg, larva, pupa, and adult—ensuring complete eradication.
either as a standalone, pesticide-free solution or in combination with
pesticides. Its applications span across domestic, public health, and industrial environments. Common targets include Stored Product Insects (SPIs), bed bugs, fleas, textile pests such as moths and beetles, wood-boring insects, cockroaches, booklice (psocids), flies, and mites.
Thermokil’s advanced heat treatment services offer an environmentally friendly, effective solution to pest control, making them an ideal choice for care homes and other sensitive environments. By integrating these innovative treatments, care homes can maintain a safe, pest-free environment for their residents, enhancing the overall quality of care and living conditions.
For more information or to discuss a tailored pest control solution, contact Thermokil Insect Control Services. Experience the peace of mind that comes with a pest-free environment, backed by industry-leading expertise and customer-focused service.
www.thermokil.co.uk
HEAT TREATMENT SYSTEM
Pest Control
Heat Treatment
✓ Heat Treatment Pioneers
✓ Bed Bug Specialists
✓ Residential and Commercial
✓ Food Production Pests
✓ Sub Contracting Services Offered
The Ripple Effect
Since 1985, Social Enterprise Kent (SEK), a community interest company, have been quietly disrupting the way Kent thinks about business, community development, and social responsibility. In this piece, the team at SEK look at how training impacts everyone.
At our core, we embody a simple yet powerful idea: that business can and should be a force for good. By reinvesting profits from our training division into community projects, we create a virtuous cycle of empowerment and growth. This approach not only enhances individual skills but also strengthens the fabric of entire communities.
This value-driven approach has allowed us to build trusted relationships and deliver training for organisations such as Sodexo, Kent County Council, and Canterbury City Council. Our longevity and continued growth over nearly four decades stand as a powerful example that proves when purpose and profit align, the results can be transformative. Demonstrating that investing in people’s skills can drive both business success and social progress.
We know that continuous training is essential for staff and engagement. By developing the right skills and knowledge, your team can provide high-quality care
and support, benefiting them and those they help throughout their careers.
Beyond Skills: Building Futures
We further understand the importance and benefits of high-quality training, which is why we proud to have trainers like, Angie Watchus, who has a rich career in the sector since 2006. Her expertise lies in delivering vocational and professional training covering both commercial and community-based organisations. Angie is also a qualified Tutor and Assessor, who specialises in Health and Social Care.
We know that every care home is different so our highly skilled trainers will work closely with you to develop a tailored plan that works perfectly for you and your team. Whether it be face-to-face, e-learning, online ‘live’ courses or a combination of them all, we will help you achieve your training goals.
Our high-quality training in health and social care tackles skill shortages, prepares people for fulfilling careers, and is helping train a workforce ready for England’s growing elderly population (projected to rise 32% by 2035).
Investing in Motivation Builds a Loyal, Engaged Team.
Investing in staff education and training benefits both care workers and their employers. Two of the key factors found to affect staff retention are accessing training, and having the relevant qualifications. Care workers with relevant qualifications are significantly more likely to remain in their positions, with only 26.5% leaving within a year compared to 37% of unqualified workers. When employees feel valued through investment in their growth, they are more likely to stay. However, current statistics reveal significant gaps in workforce qualifications. As of 2022/23, an
What sets us apart is not just being a community interest company, but our commitment to our values:
Respect
Treating people with respect promotes independence and growth.
Continuous Improvement
Pursue continuous improvement, in everything we do.
Deliver On Promises
We are committed to meeting or surpassing financial and performance targets and impact goals
Socially Responsible
Demonstrate social responsibility throughout our actions and activities.
Positivity
We cultivate a positive attitude and humour in our approach.
Keep Things Simple
Embrace simplicity in all we do. Simple yet effective.
estimated 54% lacked relevant social care qualifications.
Investing in leadership development across all levels is critical not only for your care home, but also for the sector.
Comprehensive programmes, tools, and resources that nurture aspiring managers and support experienced leaders can effectively address these qualification gaps.
This approach enhances the overall quality of care provided throughout the adult social care system and benefits workers,
employers, and ultimately, those receiving care.
For more information about our training programmes please visit www.sektraining.org.uk or call us today on 01227 469970, we are happy to answer any questions you may have.
