care matters issue 1

1 Care Matters | Issue 1

Care MattersIssue 1News from East Anglia

A careful move – Bill speaks about moving to his new Care UK home

New flexible dementia care service

Care UK appointed for Suffolk contract

William Bolitho with carer Tina Edey at Colne View


On page 6 we describe our work with University Campus Suffolk to introduce our pioneering dementia training to nurses and colleagues who are furthering their skills, and on page 7 we feature a new service which is helping older people with dementia remain independent at home.

You can also read about the bespoke new care homes we have opened in Essex (pages 5 and 8) and hear first hand a personal account by one of the residents at

Colne View, Halstead, who moved there with 21 other residents from Halstead Lodge which has since closed.

In this issue we also describe our partnership with NHS Norfolk (page 4) offering bone density scanning to find early signs of osteoporosis.

Finally, Suffolk County Council has confirmed the award of its care homes contract to Care UK. See our news item on page 10.

This annual assessment is carried out only on hospitals with ten beds or more and focuses on the environment in which care is provided. For example, Care UK was judged on categories such as food, privacy, cleanliness and dignity. The surveys are carried out by a core team that includes clinical employees, housekeeping and building management; but the real value of the assessment comes from the patient representatives who lead the team in truly understanding the patients’ perception of the care environment.

The results are determined on a five point scale of excellent, good, acceptable, poor and unacceptable. The assessment results help highlight areas for improvement, give

positive feedback to hospital employees achieving great results and help to share best practice across healthcare organisations in England.

Care UK’s General Manager at the North East London NHS Treatment Centre, Paul Attwal, said: “The whole team are thrilled to have received such high scores. We are particularly proud to have been scored ‘excellent’ in environment cleanliness and quality of food. These results are a real tribute to the way that every single member of the treatment centre staff understands the needs and requirements of our patients.”

To find out more about PEAT see ic.nhs.uk/pubs/peat

...to our first East Anglia newsletter with stories and features about the variety of care and support we provide in your community.

Results published by the NHS Information Centre show that Care UK’s treatment centre in Goodmayes, near Ilford in Essex, has scored ‘excellent’ in almost all categories when assessed by the annual Patient Environment Action Teams.

Hello and welcome...

‘Excellent’ scores for Essex healthcare treatment centre

About Care UKCare UK has a personal and professional commitment to providing excellent care, whether in a residential home, an NHS treatment centre, a GP practice or in the home of someone we care for. For more than 30 years we’ve been helping people across the UK to live happier, healthier and more independent lives and today we care for around a half million people each year.

Find out more at careuk.com


Peggy Hattermore chose the home for her husband Harry to live in following a stroke that had left him unable to walk or eat solid food.

The stroke also left Harry very depressed and when he first arrived he would sit in his wheelchair for hours waiting for Peggy’s visits. It was a difficult time and he was calling Peggy at all hours, leaving her in a state of worry and exhaustion. Resisting all efforts to join in the daily activities of the home, Harry became more despondent.

One day, after spotting Harry in his usual place by the front door, anxiously waiting for Peggy, Home Manager Pauline Goh had an inspired idea: “I was about to arrange a repair to the home’s door entry button, which had just broken,” says

Pauline, “but when I saw Harry I decided to ask him if he wouldn’t mind being our doorman for the day instead.”

Harry’s answer was “yes” and he enthusiastically took up his position. Without knowing it, he had wanted – in fact, needed – to feel useful again and there was a marked change in Harry almost immediately. It was exactly what he needed to lift him out of his depression.

Now, every morning, Harry is at his post first thing – wearing his own Care UK polo shirt and Door Security name badge – greeting visitors with a cheery smile.

“Harry is a lovely man,” says Pauline. “He has a wonderful sense of humour and a winning smile and is the perfect person to greet visitors to our home.

He tells us every day that this job has saved him and the change in him is certainly remarkable.”

Harry’s wife Peggy told us: “When Harry first had his stroke and moved to Little Holland Hall, he had all but given up, but now he’s practically back to his old self. Little Holland Hall has worked wonders – not only have they looked after Harry, they’ve also looked after me and I would like to say a very big thank you to every one of them.”

Sister-in-law Linda Allen, who visits every day, says: “Harry has not looked back since he’s had his new role. It’s been the making of him and he loves it.”

Harry has the final word: “It’s given me a bit of interest. I meet people, have a little chat and I’m very happy to do it.”

Below: Harry and carer Yvonne Ashcroft at Little Holland Hall

Little Holland Hall is close to the seafront at Holland-on-Sea near Clacton in Essex and offers personalised nursing and respite care.

Opening doors to recovery

“It’s been the making of him and he loves it. ”



The service, which is available twice a month at three locations across West Norfolk, helps to raise awareness of osteoporosis and the importance of taking care of our bones.

Janet Ritchie, Care UK National DEXA and Radiography Lead, says: “We visit West Norfolk twice a month and are available to do scans for one and a half days on each of those visits. The process of confirming bone weakness involves x-rays, so there has to be justification for the scan to take place, which is why we work closely with local GPs and hospitals to identify patients who require the service.”

Scans are arranged after a consultation with your GP. Most patients are pleased to receive the referral for a scan as they know how important it is.

Rebecca Gear, Osteoporosis Nurse for Care UK, works closely with local GPs and hospitals to ensure patients do not slip under the radar and that they understand the importance of taking up the opportunity for a bone density scan.

She says: “I meet with every patient that is referred to us for a scan. I ensure they understand the process, outcomes, medication and lifestyle choices they need to make to improve the condition. The service has proved to be a really successful resource for local service providers and patients.”

The success of the Care UK team and the service in its first year means more patients will benefit over the next two years. 1,200 patients will be able to benefit from osteoporosis scans in the coming 12 months and 1,600 in the third year of the service.

“NHS West Norfolk has been extremely positive and has worked with us to make the service a success,” says Janet Ritchie.

Care UK has been running its bone density scanning service for West Norfolk NHS Trust for a little over a year now. Serving their first patient on the 17th October 2011, the team has helped over 800 patients in year one.

• Approximatelythreemillionpeople in the UK suffer from osteoporosis

• Mostcommonlyitisfoundinpost-menopausal women but it can also affect men, younger women and children

• Lifestylechoicesinyoungeryears can make a significant difference to maintaining bone density and slowing down the speed at which it declines

• Abonedensityscanisnotpainful and does not require a patient to lie down in a tunnel for a significant amount of time

• Twoareasarescannedduringa bone density scan, most commonly this will be the lower spine and the left hip

• Theresultsofthescanareshown in a clear and simple traffic light system. Green is normal, yellow is osteopenia (loss of bone density, but not osteoporosis) and red, which indicates osteoporosis

• DEXAstandsforDual-energy X- ray Absorptiometry, a painless, non-invasive procedure. It is the most commonly used measure of bone density and uses very low doses of radiation to assess the amount of mineral in the bone.

Get the facts!

Bone density scanning service completes successful first year

Janet Ritchie, Care UK National DEXA and Radiography Lead

Osteoporosis and bone density scanning


Colne View in Halstead offers residents the ultimate in luxury and comfort as well as the highest standards of personalised care available.

Its design revolves around the concept of an indoor village, where people would naturally meet when going about their day to day activities. So inside the new home there is a coffee shop, a hair and beauty salon, a village shop and even a cinema, all on the ground floor.

Naturally we are pleased to say that the ‘village’ design concept won Best Interior Design at the National Dementia Awards but, more importantly, it is proving very popular with residents and their families.

The team working at Colne View, love running such a high calibre home in the area, with its stylish interiors, modern decor, spacious en-suite accommodation and modern in-house dining.

“For anyone with preconceived ideas of how a care home should look and feel, Colne View is certain to come as a lovely surprise,” commented the manager.

Silversprings in Thorrington, Essex was built in 2009 and is an impressive, architect-designed home featuring light and airy rooms, elegant dėcor and quality furnishings. Outside, the landscaped gardens include a large pond, vegetable plot and sensory garden as well as nature walks where residents and their families enjoy looking after the home’s ducks, chickens and doves.

Within Silversprings’ safe, homely environment, residents receive the highest possible standard of care which includes residential and respite care as well as specialist care for those living with dementia, palliative care and end of life care.

Introducing our new homesCare UK recently introduced two new care homes for older people and those with dementia in the region. Here’s a little more about both homes...

To find out more about any of these homes or to find out if we’re opening a new home near you visit our website careuk.com/our-new-homes



Maizie’s experiential training, which has been nominated for awards, specialises in giving colleagues or students a sense of how it feels to be cared for from the point of view of an older person with dementia. The courses and training sessions help build a deeper understanding that can be applied practically in work environments.

During her first UCS lecture, students were invited to wear special glasses to blur their vision and headphones that delivered white noise, as well as gloves which restricted finger movement. They then tried eating food and decorating biscuits that they couldn’t see, drinking from plastic training cups and other tasks while being asked questions in quick succession and without time to think of replies.

Maizie says: “This training gives a direct experience of the dramatic effect that dementia and frailty can have on the senses.”

Angela Morris, District Nurse, Holbrook and Shotley, who took part, said: “I was angry and frustrated when I first put on the gloves and glasses but it really showed all of us how a patient with dementia feels. It was a brilliant session and the ideal way to teach carers.”Anne Johnston, Head of Division of Health within the School of Science, Technology and Health at UCS, says: “This is a fabulous opportunity to work in partnership with Care UK.”

In November Maizie Mears-Owen delivered two further training sessions in partnership with the Course Leader, this time focusing on creating the right living environments for people with dementia and techniques for end-of-life care.

Care UK has appointed a team of four specialist dementia trainers to help roll-out its programme to care home employees, overseen by Maizie.

Pioneering dementia care training

Below left: Maizie Mears-Owen (left) with Angela Morris, District Nurse, Holbrook and Shotley

Below right: Anne Johnston (left), Head of Division of Health at UCS with Maizie Mears-Owen, Head of Dementia, Care UK

Care UK’s Maizie Mears-Owen, one of the country’s leading experts in dementia care, has been sharing her expertise with carers and nurses attending a Master’s level lecture series at University Campus Suffolk (UCS).


The flexible dementia service, provided by Care UK for Suffolk County Council, aims to prevent unnecessary change for the person with dementia by providing a full assessment of their situation as soon as a problem is identified.

Paul Fletcher, Care UK’s team manager for the service in West Suffolk, says: “By responding quickly and spending time to assess fully the situation and understand the patterns of behaviour in the person with dementia we are preventing unnecessary and unwanted moves out of familiar surroundings.”

After gaining a comprehensive understanding of the situation the Care UK team continues with their additional care and support. This can last from a matter of hours to up to six weeks whilst the right longer term plan is developed with the agencies involved such as the local social work team. The priority is to ensure that any new care plan meets the identified needs of the person with dementia and once this is agreed Care UK hands over responsibility to the regular care provider.

The support from the flexible dementia service is free for the adult with dementia who is in crisis or facing a potential crisis without the intervention. A financial assessment and discussion about payment options and Personal Budgets for any ongoing care are undertaken by social services.

Helen Gray is Team Leader, West Suffolk Mental Health Intermediate Care Team – part of Norfolk and Suffolk NHS Foundation Trust – and she has been involved with quite a few of the cases managed by Care UK in West Suffolk.

She says: “The service has definitely made a difference because it has brought an alternative solution and better outcome for people who would otherwise end up in hospital or residential care which isn’t necessarily the long term need.

Equally where people are temporarily unwell then having to move makes it a whole lot worse. Care UK is very much focused on the care aspects of what the person with dementia needs and we all work closely together as a team.”

Edna New in her younger days

A new specialised service introduced earlier this year is proving successful in helping older people with dementia to keep their independence and remain living at home when it’s in their best interest to do so.

New service for people with dementia delivers results

Douglas New, whose mother Edna, aged 86, lives in sheltered housing in Sudbury, came into contact with the flexible dementia service when his mother’s dementia led to her becoming agitated and wandering at night into other residents’ apartments and sometimes even into their beds. She is deaf, has incontinence issues and a stroke has left her partially blind.

He says: “I feared the issues with mum wandering would lead to her having to go into residential care but Care UK were called in to have a fresh look at the situation and did a good job observing how her current care was being delivered. They could have said she needed to be somewhere else with a higher level of care but that wasn’t the outcome.”

The flexible dementia service meant that the Care UK carers, who are trained for the specialist care

required for people with dementia, could provide additional help to Mrs New on top of the regular care visits she was already getting, whilst they gained a full understanding of what would be the best plan for care going forward. This included walks in the garden or to a local café and more stimulus in the home. Douglas adds: “With their specialist dementia expertise the Care UK carers can look and see what can be done to keep people in their own home. In our case it’s led to mum’s situation being properly understood and therefore much improved, including less wandering because she is closely supervised. It’s really perked her up.”

Carers now attend Mrs New at every meal time, in the evening to get her into bed and at midnight to check all is well. The added supervision is helping prevent urinary infections and agitation which can be a cause of her wandering.

Understanding the underlying issues prevents referral to residential care

Case Study



Having lived at Halstead Lodge for nine years, the move was always going to have significance for Bill and the other 21 residents involved.

Bill says: “Halstead Lodge was half the size, there were no personal facilities, which made showers and baths difficult, and the home was outdated. There’s no question that the difference between the homes is beyond belief, the facilities here are out of this world in every respect.”

The plan for the move to their new home was developed over a period of several months, with the residents and their families closely involved.

Bill says: “Everything was very well organised and I cannot think of anything that went wrong. It all happened as we were told it would. Nothing was lost, everything arrived safely and there was no hustle or bustle. It was all very smooth.”

The detailed process for the move began with residents going along beforehand to their new home to choose the room they would like and their choice of colour for the room decoration. Bill also asked for his own phone and Sky TV, which were all organised for him. “It all appeared just like that,” he says.

Carer Tina Edey, who has worked for Care UK for 17 years, was part of the Halstead Lodge team who transferred to Colne View and who is enjoying her new workplace. She says: “We helped prepare residents and families quite a few months in advance then in the month leading up to the move we did daily observations so we could assess each resident’s health and readiness for moving.”

The actual move was staggered over a week, with each resident having an allocated carer who stayed with them once they had arrived at the new home.

On the day of their move, each resident’s possessions were packed and transported ahead so their new room was prepared and ready for their arrival. Those residents who were bed bound were brought by ambulance and the families of more anxious residents travelled with them.

Now settled in, Bill is particularly enjoying the food at Colne View. He says: “Here, the whole approach to food is different. The chef aims for a very high standard with options at every meal which gives us plenty of choices. There are six residents sharing my dining room and I can have meals in my room as well if I feel like it, which works very well.”

Bill retired voluntarily from the Royal Navy in 1958 having risen to the rank of Lieutenant Commander. He then worked for Unilever until he retired on medical grounds. He enjoys keeping active and sings the praises of the Colne View Activities Coordinator: “Carol is a first class coordinator of games and activities here, as well as a carer and she’s the only female I know who can play Crib!”

Bill keeps abreast of current affairs, reads a lot and has written, for his family, an account of his three and a half years as a Japanese Prisoner of War. His gallant action was Mentioned in Despatches and more recently Bill made an audio recording for Captive Memories, a world class research project by Liverpool University which helps inform the way in which military personnel are treated and cared for today. The history project is used as a resource by schools. You can read more about Captive Memories at captivememories.org.uk and for more information on Colne View see careuk.com/colne-view

William (Bill) Bolitho, who celebrated his 92nd birthday on 5th November, was among the residents to move to Colne View in May this year from Halstead Lodge, which has since closed.

Good food at Colne View - residents enjoy dessert at lunchtime

A careful move

William Bolitho, resident at Colne View


Ivy Mead has lived in Halstead all her life and was amongst the residents who moved to Colne View from Halstead Lodge. Her big love has always been amateur dramatics and she was a member of the Holy Trinity Players in the town. She says: “I’ve had a wonderful life entertaining and I do enjoy making people smile.”

Ivy has an amazing memory which hasn’t left her and she still enjoys recounting her favourite sentimental poems and monologues including those of Pam Ayres and Patience Strong.

She enthralled fellow residents and brought some to tears when she performed at a special lunch to celebrate the Queen’s Diamond Jubilee and more recently at her own 97th birthday party and at the home’s harvest lunch.

She also enjoys taking part in craft and other activities, including card making and regular outings on a community mini bus.

“We do all sorts of things and I’m happy here,” she says.

Amateur dramatics

Garden delightJuliette Brown also moved from Halstead Lodge to Colne View and she enjoys her ground floor room with a door opening onto the garden and her own patio. She grows tomatoes and feeds the wildlife including two hedgehogs which visit at night. She says residents can do as little or as much as they like and she enjoys being sociable and keeping busy, including keeping an eye on the horse racing. She also enjoys the food and says on one occasion the chef went out of his way to create a fresh dressed crab for her, because she’d mentioned she’d not eaten one for a long time.

Picture: Juliette Brown on her patio

“Residents can do as little or as much as they like.”

Ivy Mead



Care UK was awarded the contract on the strength of its innovation, commitment to quality care for older people and combination of expertise in residential, nursing and dementia care.

From 1 December 2012, Care UK has operational responsibility for the

care of residents in 16 homes and 8 wellbeing centres in Suffolk. It will begin to implement a carefully coordinated and phased £60 million investment programme which will create 10 bespoke new homes and 10 new wellbeing centres to replace the existing homes and centres.

Care UK awarded Suffolk contractCare UK will be Suffolk County Council’s partner in fulfilling the Council’s vision for modernisation of its care homes and delivering additional specialist care for older people in the county including those with dementia.

“Our priority in Suffolk will be for each of our residents to live safe, fulfilling and interesting lives.”

Above: Artist’s impression of proposed care home for Aster Road, Ipswich


Helpline for Suffolk

Frances Gibson, Care UK’s Director of Nursing and Clinical and Care Governance, said: “We have already begun getting to know residents in the homes where

in the short term, very little will change. There will be the same teams of carers delivering the services which we know are highly regarded.

The plan for building new homes is phased over a period of three and a half years and when the time comes to think about their new home each resident will be consulted and supported through the process and will have choices. We will of course be working very closely with residents’ families, friends or other representatives and with Suffolk County Council.”

Toby Siddall, Care UK’s Residential Care Services Managing Director, said:“We are delighted to have been awarded the Suffolk County Council contract

on the strength of our experience in operating care homes, our ability to provide specialist dementia services and our £60 million investment plan. With 30 years’ experience in running first class homes our priority in Suffolk will be for each of our residents to live safe, fulfilling and interesting lives.”

The new homes will each have a bespoke design which can be adapted after construction to meet future care needs. All will have spacious bedrooms, each with en-suite facilities and the homes will also have other attractive facilities including a cafe, hairdressers and cinema, as well as many communal areas for meeting family, friends and fellow residents.

If you are a resident, or a relative or friend of a resident at one of the Suffolk County Council homes which transferred to Care UK on 1st December you can use our telephone helpline to ask any questions.

Also look out for our Roadshow which will visit all the homes early in 2013.

Telephone line 0333 321 0956 is open Monday – Friday, 9am – 5pm or see careuk.com/suffolk


Our healthcare services treat over a million NHS patients every year and include:

• Over50primarycareservicesincluding GP and walk-in services, out-of-hours, diagnostics centres and clinical assessment and treatment services

• Sevenhospitalsthatspecialisein planned surgery such as hip replacements and cataracts

Our social care services stretch across the UK from Scotland to the south coast and include:

• 103carehomesand18extra care schemes

• 13daycarecentres–including one that is open 24/7

• Over150,000hoursofhomecareevery week delivered to more than 13,000 people in their own home

• Weprovidetailoredcare,rehabilitation and support for 300 people with complex mental health needs from a network of homes and hospitals, as well as in the community

• Specialistcareandsupportforpeople with chronic and enduring eating disorders

• Wehelpover500peoplelivingwith learning disabilities through independent supported living, flexible support at home and active day schemes, in addition to residential care services at over 20 locations.

If you would like to get in touch with us, please call

0333 321 0956All calls are charged at a local rate. This line is open Monday – Friday, 9am – 5pm. Alternatively please visit careuk.com

For details about any job vacancies with Care UK please visit careers.careuk.com

Care UK boosts primary care services through Harmoni acquisitionHealthcare provider Harmoni is now part of Care UK.

Harmoni is one of the largest providers of primary care services in the UK and delivers patient care on behalf of the NHS for over eight million patients including the North Colchester Healthcare Centre.

Working together, Harmoni and Care UK will be able to help the NHS commissioners reduce unscheduled hospital admissions for those patients who can be given better, more appropriate treatment elsewhere.

Mike Parish, Care UK’s Chief Executive, said: “Bringing Harmoni into Care UK’s healthcare organisation will help us to help commissioners within the NHS make the most effective use of their resources, making sure that unscheduled treatment, including out-of-hours needs, takes place in the most appropriate setting. Harmoni is now mobilising its new NHS 111 call services, which enable patients to use a single, simple contact point to access the unscheduled care they need.”

For more information about Harmoni see harmoni.co.uk

A little more about Care UKCare UK provides health and social care services to people in the UK.

Care UKConnaught House850 The CrescentColchester Business ParkColchesterEssexCO4 9QB

careuk.comPrinted using FSC

certified paper

care matters issue 1

Documents

excellent care

care environment

care mattersissue

variety of care

care uks treatment centre

care homes contract

com3 care ma

bespoke new care homes