RMBInews Issue 9
Spring 2014
RMBI welcomes Regional Operations Managers P4-5
2013 Satisfaction Survey results P6-7 www.rmbi.org.uk
Contents
Welcome
2-3
Regional Operations Managers
4-5
Satisfaction Surveys 2013
6-7
Surrey and Suffolk Festival launches
8-9
Love is in the air at RMBI care homes
10 -11
RMBI Homes develop unique spaces to stimulate memory and the senses
James Terry Court in Croydon and Barford Court in Hove are among a number of RMBI care homes which have developed dedicated spaces for reminiscence-based activities and sensory experiences, helping to enhance quality of life for their residents, including those with a dementia. Recreating bygone eras and favourite places, Barford Court’s ‘Sensory Seaside Room’ and James Terry Court’s ‘Friendly Store’ are recognisable and visually appealing. They employ nostalgic objects along with tastes, smells or sounds to help residents recall happy memories and create a social hub, where residents can meet and greet one another in a friendly environment. Barford court’s sensory room seeks to ‘bring the outdoors in’ using a calming nature-inspired green and blue colour scheme, plants and natural textures, essential oils including lavender and pine, water features and birdsong. The Friendly Store at James Terry Court boasts a colourful array of traditional sweets including sugar mice, bon bons and humbugs, so residents can enjoy a feast for the eyes as well as the tastebuds. The shop features a 1940’s cash register, weighing scales and ration book along with formica cafe tables and chairs to recreate a war-era cafe where residents, relatives, volunteers and the local community can come together. 2 www.rmbi.org.uk
Welcome to RMBI news magazine In this spring issue of RMBI News magazine, we aim to show how we are listening and responding to the people that use our services. Our first article on pages 4-5 looks in detail at the new roles of the Regional Operations Managers. Donna Lee (North) and Russell Evans (South) will be working closely with Home Managers to strengthen our delivery of person-centred care, giving greater attention to local issues at each Home and meeting with residents and their famillies to better understand their needs. As highlighted in our second article about RMBI Satisfaction Surveys on pages 6-7, the RMBI actively seeks feedback from its care home residents and their relatives to ensure we are meeting their needs and expectations. We use this information to measure our current performance and to shape our future plans, ensuring we are always responsive to our service users, legislation and best practice guidelines and wider developments in the care sector. In addition we catch up with the latest news from the Provinces of Surrey and Suffolk as they launch their fundraising festivals for the RMBI. We also meet some of the happy couples living in RMBI care homes. For the latest news from the RMBI visit www.rmbi.org.uk. Contributions for RMBI publications and website are warmly received at marketing@rmbi.org.uk . Enjoy the issue.
Welcome
David Innes, Chief Executive
A warm welcome to our first issue of RMBI News magazine for 2014. As the weather improves and the days start to get lighter and brighter once again, we are looking ahead to the coming year and all the challenges and potential rewards it has in store for the charity and the people we care for each and every day. The RMBI is a person-centred organisation and the individual will always be at the centre of everything we do. Amidst a number of strategic priorities including developing our services in the area of dementia care; maintaining and improving our home environments and demonstrating excellence through care sector standards and initiatives, the RMBI continues to focus on the needs of
our residents, staff and benefactors. With this in mind, we were delighted to see that 96% of residents are satisfied with the service they receive; 67% of whom are very satisfied - an increase of 6% from 2012. Conducting our important annual survey of residents’ opinions and experiences, this year for the first time through the sector-wide Your Care Rating initiative, were pleased to see a number of improvements on last year. With relatives’ feedback of equal importance, their 2013 survey results also indicate that the actions we undertook last year are having a positive impact and bringing about the changes and improvements our service users have requested. I thank the residents and
their relatives who participated in this important excercise, as well as the staff and volunteers who facilitated and supported them in sharing their views. I would also like to thank the Provinces of Surrey and Suffolk, including the individual Freemasons and local Lodges in these areas, for all their efforts in getting these two festivals off to such a good start. I do hope our readers will show their support and join me in wishing them the best of luck with their fundraising challenges and events in the coming weeks and months.
James Terry Court named as Pinders finalist as RMBI rounds off a year of awards Staff at James Terry Court in Croydon welcomed judges of the Pinders Healthcare Design Awards earlier this year, following the home’s nomination in the Best Care Complex category. After a three year, £12 million redevelopment, the site boasts a state-of-the-art care home and 13 independent living flats in an attractive ‘old-meetsnew’ design, pupose-built to meet the needs of those that live and work there. James Terry Court was announced as a national finalist along with one other Home at the awards ceremony in April, narrowly missing out on first place.
Home Manager Di Collins with Pinders Judges and Steve Hynds of PRP Architects
The Pinders’ nomination is one of a number of awards and commendations for the RMBI in 2013, covering initiatives such as the RMBI recipe Book (UK winner, Gourmand Best Charity and Fundraising Cookbook 2013; High Commendation in Care Initiative category, Nursing & Residential Care Awards 2013), Staffing and employment (Great British Care Awards; nominee and finalist for Employer of the Year and Ancilliary Worker awards) and catering (Scarbrough Court, Whiteoaks Catering Contract of the Year 2013). RMBI news 3
Regional Operations Managers
Making a difference: meet the Regional Operations Managers With the introduction of two key new roles within its Care Operations structure, 2014 will see the RMBI listening and responding more closely on a local level to the needs of both residents and staff. This article looks at the role of the Regional Operations Managers, as the RMBI welcomes on board a new member of staff to work alongside the existing experienced manager for this area. Reporting directly to the Executive Director of Care Operations Kevin Harris, the Regional Operations Managers are responsible for nine homes each across England and wales, divided into the North and South regions. Donna Lee (North) and Russell Evans (South) have already embarked on a new programme of focused visits to each of the Homes in their respective regions, meeting with Home Management and with residents, in order to understand the specific strengths and issues unique to each location. Among their primary responsibilities, Russell and Donna will recruit and develop Home Managers. Through a dedicated programme of supervision and support, Regional Operations Managers will ensure that the leadership of each Home is strong and effective, and help Home Managers to instil a culture of excellence. By focusing on areas such as talent management, staffing levels, employee engagement and retention, the Regional Operations Managers will help to ensure that the Homes attract 4 www.rmbi.org.uk
and retain excellent care staff, who in turn deliver the very best care services to residents. Russell and Donna will strengthen their knowledge of Local Authorities and Commissioners of Health and Social Care, informing their understanding of the regional contexts and constraints against which each Home is operating. By allowing a more detailed view of the local funding issues, demographics and health and social care services, the RMBI can ensure its offering is suitably
tailored to the real needs and wishes of residents at each Home. Russell and Donna will also meet regularly with residents and relatives, getting to know the individuals who live at each Home and addressing any specific issues or concerns should they arise. While fostering close internal relationships with Regional HR Business Partners and Property Management staff, the Regional Operations Managers will form an important internal link ensuring
Regional Operations Managers
strategic plans and corporate values are delivered at the local level. Joining the RMBI in January 2013, Russell Evans brings to the role 25 years’ experience in the health sector and social care management. Russell trained as a registered nurse and began his career on NHS medical wards. He became deputy Home Manager at a residential care home in North London in 1985, going on to fulfil management roles within nursing and dementia homes. Russell took on a Care Services Manager role in 1995. Covering London and Kent, he was responsible for two care homes, a range of care support services and sheltered housing services. Prior to joining the RMBI, Russell worked for a national disability organisation, managing care homes and other services across the South and SouthWest region including Day care, Community Support and Employment Opportunities. Russell is passionate about working with older people; his interest in health and care for this client group is a huge appeal of the job. Asked about the benefits of this role to the organisation and its residents, Russell says “The Regional Operations Managers
form an important link between the Homes and the executive body at Head Office. The role offers direct support and clear line management for Home Managers, providing a simple ‘onestop-shop’ for all key areas. “The role will have Russell Evans, Regional Operations Manager for an overview of local the South, on a visit to RMBI Head Office variations across the region and help the RMBI each Home. Donna says “This more to ensure it is responding focused, localised approach will enable flexibly to meet the differing needs us to have a more in-depth view and of residents and staff across its 17 closer relationships with Homes and Homes in England and Wales”. their management teams. We will be Following a thorough induction to the able to give more direct support on organisation, the role, and the Homes any issues and follow up with specific in the South region, Russell is looking cases where necessary. forward to meeting many more RMBI residents and staff over the coming “Each Home is different with its own weeks and months. strengths and challenges. The new structure of regional and local support Taking on the role of Regional allows us to take a more tailored Operations Manager for the North, approach and to ensure strategic plans Donna Lee has worked at the RMBI for 21 years during which time she has are appropriate to local conditions and requirements. This is in line developed extensive knowledge and expertise in the business aspects of the with the RMBI’s corporate plan and organisational evolvement, as well as RMBI. Donna was the Assistant Home sector developments.” Manager, then Home Manager, at the RMBI’s care home in Liverpool, The Tithebarn. Later Donna took on the role of Assistant Regional Business Operations Manager, becoming Regional Business Operations Manager in January 2004.
Regional Operations Manager for the North, Donna Lee
Donna believes the creation of the Regional Operations Manager roles will have a significant and positive impact, since support to Home Managers will now be split between two posts, enabling her to dedicate more time to
Donna looks forward to building relationships with residents and relatives to gain real insight into the lived experience of our customers and working with the HR Business Partner and other internal departments to ensure smooth operations across the Homes. The RMBI wishes Donna and Russell every success as they settle in to their roles. They can be contacted at dlee@rmbi.org.uk and revans@rmbi.org.uk
RMBI news 5
Satisfaction Surveys 2013
Listening to our users: RMBI Satisfaction Surveys 2013
In September 2013 the RMBI conducted its annual Satisfaction Surveys among residents and also their relatives across its 17 care homes in England and Wales. The surveys are an important indicator of the RMBI’s performance each year and help to ensure our services are continuing to meet the needs and expectations of those using them. Encouragingly, RMBI residents’ overall satisfaction levels remain encouragingly consistent at 96%; 67% of whom are very satisfied - an increase from 61% in 2012. Relatives overall satisfaction levels increased from 92% in 2012 to 96% in 2013. As in previous years the RMBI gathered the opinions of relatives through its own independent survey, conducted by Ipsos Mori. However this year for the first time, residents’ surveys were conducted through a new care sector initiative, Your Care Rating (YCR). Launched in 2012 and coordinated by CastleOak and the National Care Forum, Your Care Rating is a largescale independent survey representing the views of over 20,000 residents 6 www.rmbi.org.uk
from 1,055 homes across more than 30 service providers. YCR provides service users and care homes with comparable data to inform decisions and influence services. Results are shared with the public, authorities and regulators. Key topics RMBI’s Satisfaction Surveys cover key topics including Home
Satisfaction Surveys 2013
environment; Staff; Food and Drink; Help and Support, and Communication and Complaints. Overall, the RMBI is pleased to see improvements from last year in many areas and in addition, it is very positive that our results indicate above average satisfaction levels or in line with the sector as a whole. However as we would expect there is always room for improvement and action points are addressed through individual reports for each Home. Ipsos Mori who conducted both surveys have also brought together their findings into a single, combined report for the RMBI on the experiences of both residents and their relatives in 2013. The Home Asked about the home itself, 93% of RMBI residents said that overall they are happy living in their home, which is slightly above the average score of 91% indicated by YCR. Residents also stated that they are generally happy with all aspects of their care home, again in line with 2012 results and slightly above YCR scores particularly in outside space and laundry service. Relatives were also very positive about the home environment with 94% reporting they are happy with the welcome they receive as visitors, compared to 89% in 2012.
care and support provided, which is in line with YCR results and the RMBI’s own 2012 results. 91% say they can speak to senior staff if they need to and are happy with access to doctors and healthcare professionals. There was a notable increase in the number of residents saying they have a real say in how staff provide care and support – a total of 81% in 2013 compared to 71% in 2012. There was also an improved response among relatives compared with 2012. Relatives likewise gave more positive responses this year on the topics of individual care plans and their own involvement in the planning and delivery of care. Communication and complaints When asked about communication and complaints a reassuring 84% of relatives agree that the home is good
at communicating with them about their loved one. Relatives also gave more positive responses against 2012 results in the areas of raising issues of concern to them, knowing the formal procedure and feeling able to make a formal complaint if need to. The RMBI would like to sincerely thank all residents and their relatives who participated in the 2013 Satisfaction Surveys for taking the time to share their views. Your input is vital in helping to ensure that we continue to deliver and develop excellent care for older people now and in the future.
Staff The RMBI also received positive responses about staff. Both residents and relatives agree that staff treat them with dignity and kindness and scores are in line with YCR. The statement is supported by 97% of residents (YCR also 97%) and 96% of relatives, of whom 68% strongly agree compared to 65% in 2012. Help and support Asked about help and support, 96% of RMBI residents are happy with the RMBI news 7
Fundraising News
Get set, Go! Surrey and Suffolk Provinces launch RMBI Festivals During February 2014, the Provinces of Surrey and Suffolk both launched their Festivals in aid of the RMBI. Dedicating their fundraising efforts to the charity, Freemasons across the two Provinces have begun a wide range of events and activities to raise funds. Surrey Surrey launched its 2019 Festival for the RMBI with a series of presentations held at Masonic Halls in Croydon, Surbiton and Guildford over three consecutive days in February. Provincial Grand Master and President of the Festival Committee R.W.Bro Eric Stuart-Bamford officially opened the Festival announcing a provisional target to raise £3.25 million over the next five years. Following presentations by Festival Chair Ian Chandler and Provincial Charity Stewards W.Bro Paul Crockett and E.Comp Rob Shephard, RMBI presentations were given by RMBI President VW.Bro James Newman, Deputy President W.Bro John Reuther, Chief Executive David 8 www.rmbi.org.uk
Provincial Grand Master for Suffolk RW Bro Ian Yeldham receives generous donations from Provincial Stewards Lodge and Apollo Lodge, presented by Provincial Charity Steward, W.Bro Peter Gosling
Innes and Executive Director of Finance Christopher Head. Launching the Festival with the motto “Committed to Caring”, Brethren and companions have already shown their support with 118 individuals so far signed up, including 67 Vice-Patrons, 55 Patrons and 50 Grand Patrons. Lodges within the Province have already made significant donations. East Surrey Masters Lodge No. 5888 raised £3,683 at its regular meeting in January and at the Festive Board that followed, with a bumper raffle and auction proving particularly successful. At the meeting, the Provincial Grand Master was presented with a cheque for £10,000 on behalf of the Surrey Masonic Sports Association, helping to
get the Surrey 2019 RMBI Festival off to a fantastic start. Suffolk The Province of Suffolk also recently launched its 2019 RMBI Festival, kicking off with a Valentine’s Ball at Trinity Park in Ipswich on 15 February. 362 guests attended the evening of dinner and dancing. Following speeches by Festival Chairman W Bro Neville Warnes and RMBI President V.W. Bro. James Newman, the Provincial Grand Master gratefully received two generous cheques from Provincial Stewards Lodge and Apollo Lodge. Raising a total of £30,000 in the first few hours, the Festival launch was a tremendous success.
Fundraising News
Resident Frank Hitchins remembered at Prince Michael of Kent Court While flowers are a traditional way to show we care, making a donation to a meaningful cause can be a positive way to commemorate a relative or friend and to celebrate their life. In 2013 the RMBI was grateful to receive 288 donations totaling over £10,000 in this way. Thanks to the generosity of these donors, the RMBI is able to continue to provide excellent care for older Freemasons and their dependants, whilst remembering residents, supporters and other members of the RMBI ‘family’. Frank Hitchins was a resident at Prince Michael of Kent Court in Watford for two years along with his wife Betty who also lives at the RMBI Home. A passionate Freemason for 40 years, Frank was the youngest of 13 children and served in the Second World War fighting in Holland, Germany and Belgium. Frank loved sport and in his early life was a successful amateur boxer. Frank and Betty celebrated their 73rd wedding anniversary last year. Following a short illness, Frank sadly passed away in August 2013. Frank is fondly remembered and very much missed by residents and staff at the Home. To mark Frank’s passing his family requested that those who wished to remember Frank make a donation to Prince Michael of Kent Court. His family says that “Whilst a resident Frank received tender loving care from the staff and the management. They have been a great support during the time Frank spent under their care.” If you would like to remember a loved one and help to continue the charitable work of the RMBI, you can set up your own dedicated In Memory fundraising page by visiting www.justgiving.co.uk
To support their RMBI festival, the province have launched a dedicated Festival website, www.festival2019.co.uk . Along with details of the three festival teams, the website will provide information on ways to support the festival and details of forthcoming Provincial events. It will offer updates on fundraising efforts to date and an opportunity for Freemasons, their families and friends to share their news and achievements.
Individual Freemasons in Suffolk are also planning their own personal fundraising challenges over the coming weeks. W.Bro. Nick Hayward, charity steward of Abbey Lodge No. 1592, embarked on the first major fundraising event of the Festival over Easter as he walked over 50 miles across the Suffolk coastal path with his wife and 11 year old son Morgan. W.Bro Andy Gentle and Bro Gareth Evans from Priory Lodge have set themselves a longer-term goal to visit
every Lodge in Suffolk for a meeting, travelling to each by bicycle. Their challenge will take in 66 Lodges and an estimated 2130 miles and they hope to raise over £6000. The RMBI wishes the Provinces of Surrey and Suffolk, and the many participating individuals, all the very best of luck with their 2019 RMBI Festival endeavours. For news and updates on Surrey and Suffolk festivals visit www.rmbi.org.uk RMBI news 9
Residents’ Activities - Love is in the air
Romance thrives in RMBI care homes Following Valentines’ day in February we meet some of the happy couples living in RMBI care homes across England and Wales, as they share their life-long stories of romance as well as their top tips for a long and successful marriage.
Richard and Pamela Atkinson have lived at Shannon Court in Surrey for six years and enjoy the surroundings in which they live. Their top tip for a happy marriage is `lots of hugs’. Richard and Pamela met in 1949 as RAF officers stationed in Egypt. Pamela was a member of the Princess Mary’s Royal Air Force Nursing Service, working at the maternity hospital at the camp. Richard was working as a Staff Officer at HQ 205 Group nearby. The couple became engaged at the Officer’s Club on the romantic shores of Bitter Lake and were married in August 1950 by an RAF Chaplain.
Ed and Poppy Mills married in 1945 in Norfolk after courting for a year. The couple met whilst Ed was a Petty Officer for the Navy and Poppy was a Wren van driver delivering goods in North Shields. They believe the key to their successful marriage has been their two lovely children and sharing everything they had. Ed and Poppy have lived at Prince George Duke of Kent Court in Kent for over 3 years, originally in a retirement flat and later moving into the care home. Ed was delighted to recently mark 50 years in Freemasonry.
Frank and Jacqueline Wakeling, residents of Cadogan Court in Exeter, have been married for 68 years. They met at a youth club in Camberwell, South East London when Frank was 15 and Jackie 16. Frank worked for an optical equipment factory making equipment for the armed services; Jackie volunteered for the ATS and worked for the Admiralty and on radar research. Frank and Jackie have three children, Christopher, Hilary and Jonathan and are proud grandparents to nine grandchildren. Their tip for a successful marriage is to “talk about everything - any troubles or worries, we just talk about it and sort it out.”
10 www.rmbi.org.uk
Residents’ Activities - Love is in the air
Bernard and Dorothy Lovett, residents at Zetland Court, Bournemouth for over two years, celebrated their Platinum (70th) Anniversary on 2nd January 2014. The couple celebrated the milestone with family, friends and staff at the RMBI care home with a cake made by their daughter. Bernard and Dorothy, both 95 years old, received a telegram from HRH the Queen congratulating them on 70 years of marriage and a blessing was also conducted by a local vicar who visited the Home.
Joan and Alan Baker met in 1945 at a dance in the YMCA in Manchester. The couple have been married for 64 years. Joan grew up in Swinton Manchester and became a shorthand typist and secretary. Alan came from Swanage in Dorset and volunteered with the RAF and Belfast University Air Squadron before starting aircrew training. After their wedding Joan and Alan moved to Westcliff-on-sea and then returned to Joan’s hometown of Swinton. Alongside Joan’s voluntary work with a hospital library and the Citizens Advice Bureau, they have enjoyed amateur dramatics, bowls and playing golf together. The couple moved to Queen Elizabeth Court in Llandudno in 2010 and enjoy regular trips out. Their advice on making a mariage work is “If anything can go wrong, be prepared that it might; if it doesn’t – Enjoy! If it does, hopefully it’s for the first and last time!”
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