Piotr’s Blog – It’s All Going On
As the title suggests, there has been a lot happening at Outlook Care over the last few months, with yet more to come!
Following our fantastic success with awards last year we were ecstatic to add a national win at the Great British Care Awards in the Best Innovator Category to the list. Kelly Roberts, one of our service managers in Havering won the coveted award in Birmingham in March and we couldn’t be happier and prouder of him. The difference that the Gold Card Scheme, that Kelly and Dr Singh from the Lynwood Medical Centre worked on, has made to people we support, along with others, has been incredible and we hope that other GP surgeries adopt similar schemes to support people in their areas.
Wish Come True
There have been quite a few wishes granted lately at Foxburrow Grange, our residential, nursing and dementia care home in Colchester, Essex. We’ve either been organising wishes ourselves or assisting families with planning them.
The ‘wish come true’ scheme adds something special to people’s lives. It can be quite a big wish or something very small and personal. Residents are encouraged to think of a wish they would like to come true while they are living at Foxburrow Grange. Where residents cannot think of a wish, staff observe and talk to them about their interests to try to determine what they might like. It is very important that residents feel like wonderful things can still happen when they are living at a care home and we try as much as possible to make people’s wishes come true. And we feel very privileged to be a part of making residents feel special.
Driving Up Quality
Outlook Care is committed to the Driving Up Quality Code, and we are actively working all the time to achieve the good practices set out in the Code. We recently submitted our first Driving Up Quality Self Assessment, where we looked at our performance against the key areas, at a corporate level. We looked at what was happening at our services and carried out Driving Up Quality audits at all of our services. We have provided examples in our report of how we are meeting the key areas of the code as well as examples of our targets for 2019. Driving Up Quality have been very impressed with our Easy Read version of our report and want to share it as a good initiative. You can find both the full report and our Easy Read version in our Quality Matters section.
We have made good progress with the rollout of our new Telephony services across the organisation. Each of our services has been transferred to the new Touch Technology which has a video conferencing facility. This will enhance communication across Outlook Care and help us to communicate face to face without the need to leave our workbase. New android mobile phones have been issued, along with laptops for our central services staff, to enhance the customer focused provision provided to our support staff working in our services.
We are also in the process of reviewing our Technology Strategy to ensure that we continue to meet the needs of our customers. This includes reviewing the customer journey to identify where investment is most needed to improve customer satisfaction.
With so many exciting achievements and changes and more to come over the coming months, I would like to take this opportunity to thank all our staff for their ongoing commitment, dedication and passion. Without them, none of our achievements are possible.
All the very best.