GHP Q2 2018

GHP / Q2 2018 13 Putting the Care of its Patients First g Abberton Manor Nursing Home Home Manager: Libby Pearson Address: Abberton Manor Nursing Home, Layer Rd, Abberton, CO5 7NL, UK Phone: 01206 735590 Website: www.heritagemanor. Website: abbertonmanor/?ref=bookmarks such as the FaNs Network in Essex, our residents are still active members of the wider community. The wish to nurture and contribute to the next generation is certainly felt by our residents, and these interactions give increased feelings of self-worth and self- esteem.” “Lastly, our social and activity program is organic and responds to the varied needs of our residents facilitated by a strong team of staff, volunteers and friends, as well as the mini bus that we fundraised for and use for regular trips out into the community.” Operating within a vital sector such as the healthcare industry, Libby comments on what techniques the team employs to ensure that it is always available to offer the very best service. “Taking the utmost care of our residents, we have a longstanding team of dedicated staff, with many years of professional experience between them. They believe in our homes ethos, and our open-door policy extends to staff to ensure that their working needs and concerns are met. We have regular refresher training to ensure training is up to date and our message is on point. As a team, we are also members of and attend county and national forums to ensure that we are kept informed and updated on developments affecting our field - whether local, regional or national. “Self-assessment and reviews are essential in ensuring we are developing and growing in the right direction. Feedback is key. We encourage residents, their families and visitors to review us on Google, the care home website and the CQC website. Additionally, we are increasingly using social media to let people know about the activities and day to day goings on at Abberton and our Facebook page and website are regularly updated with pictures and news.” Enabling the team at Abberton Manor to provide an exceptional service, the management team have fostered a brilliant internal culture which ensures that everyone within the home performs to the best of their abilities. Libby explains what values staff adhere to, and what points they follow which helps them deliver unrivalled patient care. “Importantly, we have an open- door policy to ensure our team are happy, respected and fulfilled in their roles. The team believe that our residents do not live in our workplace, but we work in their home. We follow the 6C’s underpinning compassion in practice; Care, Compassion, Competence, Communication, Courage and Commitment. These values have been used in our Behaviour Framework, which sets out the culture we expect across all of our Heritage Manor homes. Also, we also follow the 10-point dignity challenge put in place by Dignity in Care, launched in November 2006 to put dignity at the heart of UK care services.” Following on from discussing how she ensures her team are well-equipped to provide the best possible service, Libby refers us to the home’s approach to hiring new staff, ensuring that it retains the best talent on the market. “When considering appointments to our team, we have to meet high standards to ensure a robust caring workforce. We recognise that whilst we can teach anyone the mechanics of care, we cannot teach them to care. Working here, you need to be whole heartedly committed to care and a motivated team member. “All applicants go through a stringent interview process, which is based upon Heritage Manor’s core behaviours. These behaviours underpin the experience and expectation of each individual within our homes whether director, manager, staff member, client or visitor. By weaving these throughout all our interactions with staff, we are able to retain a competent, engaged and passionate team.” Being based in Essex is ideal for the home, as Libby explains the benefits of being based in the region, including how there is unlimited innovation throughout the area, with new ideas and schemes constantly arising on a daily basis. “Essex as a county and council is frequently at the vanguard of new ideas, schemes and projects. As a provider, it is both exciting and challenging to be part of this. The county of Essex works hard on provider engagement, keeping channels of communication open. It supports homes practically, with programmes such as PROSPER and MHL leadership and management groups aimed at quality and retention within the care home market.” In her concluding comments, Libby is keen to talk about the future of Abberton Manor Nursing Home, and she comments on the upcoming projects that the venue has planned in the pipeline, including establishing its accreditation and also developing its work in terms of research. “Ultimately, our future development is aimed at maintaining our Gold Standard Framework award/accreditation and developing our links with hospices and other local agencies. We are also developing our work around dementia care and therapies. As every resident is different, we often have new needs to meet. Part of the joy of working in a care home environment is that no day is ever the same, and we look forward to the times ahead at Abberton Manor Nursing Home.”