We hope that this year is treating you well, May has come around very fast and we are hoping the nice weather does as well…
This month we have a lot of focus on customer and staff feedback, improving our eNPS score and taking into consideration your valued feedback. As you know we have been pushing the eNPS score in the last newsletter but are still hoping for more this time around.
Thank you again, we really appreciate your feedback!
Hello Bluebird Care Family,
Welcome to our May 2024 newsletter! As we enjoy the spring season, we’re focusing on growth and improvement, guided by your valuable insights and feedback.
This month, we’re thrilled to celebrate the incredible dedication of our Care Experts who’ve gone above and beyond. Your commitment not only enhances the lives of those we serve but also inspires all of us at Bluebird Care. Congratulations to everyone who received special recognition this month—you truly embody the heart of our mission.
Feedback is a powerful tool that helps us serve you better. That’s why we’re emphasising the importance of your opinions through our Employee Net Promoter Score (eNPS) and our enhanced customer surveys. Your voices are essential in shaping our strategies and improving our services.
We’re also excited about the relaunch of our live-in care service. This expansion will offer more personalised and comprehensive care options, helping our clients enjoy a higher quality of life at home. It’s a big step forward in our commitment to caring for our community.
Please join me in welcoming our new team members across various locations. Each new addition brings fresh energy and perspectives that strengthen our ability to deliver top-notch care.
Your participation makes a difference. Whether it’s through completing surveys, getting involved in our new marketing projects, or simply sharing your ideas, every contribution helps us grow stronger together.
Thank you for your unwavering support and dedication. Let’s continue to work together to make Bluebird Care a leader in compassionate and skilled community health services.
Best wishes,
David
Care Assistant
Niamh Sanderson
Jacqueline Pitchford
Kathleen Holt
Live-in Care Assistant
Christine Martin
Care Assistant
Jasmine Morrell
A big thank you to all carers who have received appreciation this month for their outsanding efforts. Its one thing providing care but its another going above and beyond, Well Done!
Courtney our Care Coordinator gave Ian appreciation “For going above and beyond for helping us out, and for always being positive and cheery and having a good outlook on things”.
They have received appreciation from a customer and all of us at Bluebird for supporting a customer in trying new experiences. Our customer enjoyed her time with Moira, Tracey and Andrea and we want to them thank for going above and beyond in providing premium care!
Do you have a suggestion? Submit it by clicking here.
We are advising all staff and carers to take up their autumn COVID-19 and flu vaccination. Eligible individuals can book and manage their vaccinations appointment online. You can follow the links below to book yours.
Book,cancel or change a COVID-19 vaccination appointment – NHS (www.nhs.uk)
Book or manage a free NHS flu vaccination at a pharmacy – NHS (www.nhs.uk)
We require information on all staff’s vaccination status as this required by the Secretary of State for Health and Social Care from CQC-regulated ASC providers.
When you have had these vaccinations can you please inform Karolina, via email on Karolinapb@bluebirdcare.co.uk ASAP
We also need to know if you do not wish to not have either of these vaccinations.
We thank you yet again for your continued support and engagement.
Take advantage of our £150 refer a friend fee!
Can you think of anyone who is kind, caring and compassionate? Can you think of anyone who would like a career in care? Can you think of anyone who would be an asset to our team?
Well, this could be your opportunity to take advantage of our refer a friend programme. If you refer someone into the business and they receive a job offer and successfully pass probation you will receive your £150 refer a friend payment!
Anyone who you think is up to the job can apply via our company website, when they complete the application form it asks if they know anyone who works at Bluebird, this is there time to state this!
https://www.bluebirdcarecareers.co.uk/locations/newcastle
https://www.bluebirdcarecareers.co.uk/locations/south-tyneside
https://www.bluebirdcarecareers.co.uk/locations/darlington-south-durham-and-yarm
We need to consider the following when writing care notes:
– Care notes are permanent legal documents.
– Every record may be used for audit or investigative purposes.
– Care notes should only relate to the customer being cared for or anything that affects that customer.
– Information should be easily understood, truthful, and relevant.
– Entries are electronically time stamped and attributed to the entrant.
– Entries must have clear identification of the author by ensuring they are completed on their own One Touch Health app.
– When the record is related to a customer, the customer’s name must be clearly identified.
– Mistakes can only be corrected prior to submission of the notes. Once submitted, care notes cannot be deleted or altered, so check thoroughly before submitting. Any correction must be made by adding a new note.
– Avoid abbreviations, but if used, they should be widely accepted within health and social care
“Christina went to bed early, not feeling well. Gave her something to settle stomach. Will check on her later.”
There isn’t any detail in this example and it feels rushed. It doesn’t give you much context around the event and doesn’t display much concern. There’s no time, date or staff name. It raises the following questions: What time did this happen? What’s wrong with Christina? How bad was she feeling? What exactly was she given? Who recorded this note? What time will the staff member be back to check on her?
Bedtime: 20:15, 20/01/2023
“Christina wasn’t feeling well after dinner. She said her stomach hurt and wanted to lie down so I brought her room and put her to bed. She was given a small dosage of Imodium to help settle her stomach. Will check on her in two hours.”
In this example, we can see the event occurred quite early in the evening. The time acts as a reference for the next check-up and we know the staff member Melissa should be carrying out a check at 22:15. There is a sufficient amount of detail in regard to the chain of events and we know what medication was given. However, more questions remain.
Bedtime: 20:15, 20/01/2023
“Christina wasn’t feeling well after dinner. She ate lasagne with a slice of buttered bread. Shortly after, she said her stomach hurt and wanted to lie down so I brought her room and put her to bed. She doesn’t normally eat bread because of an intolerance to gluten. She doesn’t think it’s anything serious but she took 1 Imodium Dual Action Relief tablet to help settle her stomach. Will check on her in two hours.”
This example goes a step further by explaining what may have caused the stomach issue. There is some historic information regarding gluten intolerance and eating habits, which helps ease the reader in knowing what’s happened probably isn’t too serious. It shows the carer has a good knowledge of the resident and handled the situation competently. A staff member reading this on the next shift will know exactly what medication Christina took in case the stomach issue isn’t resolved.
At Bluebird Care South Tyneside we have taken a step by signing the South Tyneside Pledge.
The Pledge aims to encourage South Tyneside organisations to focus on local activities and practical steps such as local procurement and recruitment, that can help South Tyneside to thrive.
People love to see content that includes our carers and customers, seeing what they get up to, especially if they are getting out of the house. This photo between Mr S and Tiegan has had very positive feedback and I believe this is the type of imagery we really need to push forward.
We would love to emphasise carer involvement in the marketing side of things, whether it be photos with your customers (with their consent) a video documenting your day in the life as a carer, this would really help towards engagement 😊
In the future, if you have any plans on your calls or even a casual photo in the house, send it over to Erin Kilford, Digital Marketing Executive.
We hope this message finds you well! We’re thrilled to announce an exciting new initiative that we believe will not only showcase the incredible work you do but also help inspire and connect with our community in a whole new way.
Introducing our latest marketing project: a series of videos highlighting the stories, experiences, and invaluable contributions of our dedicated care assistants. This project aims to shed light on the meaningful relationships you build with our customers, the challenges you overcome with compassion and professionalism, and the joy you bring to those you care for each day.
We’re reaching out to you, our amazing care assistants, because we believe that your voices deserve to be heard. Your insights, anecdotes, and reflections can offer a glimpse into the heart and soul of Bluebird Care, showcasing the passion and dedication that drive everything we do.
Here’s how you can get involved:
Share Your Story: We invite you to share your experiences as a care assistant at Bluebird Care. Whether it’s a memorable moment with a client, a personal journey of growth and learning, or a message of encouragement for your fellow caregivers, your story matters.
Participate in Interviews: We’ll be conducting video interviews with care assistants who are willing to share their perspectives on the rewards and challenges of caregiving. This is an opportunity to speak from the heart and connect with our audience on a deeper level.
Spread the Word: Even if you choose not to participate directly, you can still support this project by spreading the word and encouraging your colleagues to get involved. Together, we can make this project a success and amplify the voices of our care assistants.
If you’re interested in participating or have any questions about the project, please reach out to our Digital Marketing Executive Erin Kilford at erinkilford@bluebirdcare.co.uk.
Thank you for considering this opportunity to share your story and contribute to our community in a meaningful way. We can’t wait to hear from you and bring your stories to life through this video project!
Previously there has only been one national Trustpilot account for Bluebird Care. This caused problems when gaining a true reflection from branch to branch. However, the Trustpilot account has now been split up and we all have access to our own location profile, enabling us to have our own local Trustpilot score, which feeds into the overall national score.
This is a massive opportunity to let our Bluebird Care branches shine! Leave us a 5-star review by following the links below.
We have created a monthly newsletter on LinkedIn which highlights our staff and their roles, updated data about our services and general news and updates, if you would like to follow along, make sure to subscribe.
Currently, we’re evaluating our review approach and going forward, we advocate increased engagement in our surveys. Reviews play a crucial role in enhancing a business, and we’re convinced that the feedback we gather will push our company’s growth. Please help us raise our engagement in these surveys and actively take part when we send them out, this is essential for us to gain relative timely feedback.
We’re prioritising our Net Promotor Score, a metric determining the likelihood of someone recommending us. Your participation is essential for us to effectively implement this initiative.
How likely are you to recommend Bluebird Care as a place of work for your family and friends? – Let us know below!!
We’re thrilled to share some exciting updates with you all! As you may have already heard, we are relaunching our live-in care service line. This relaunch not only symbolises growth but also highlights our commitment to providing exceptional care services to our customers and their families.
Why is this relaunch such a big deal? Well, our service line is one of the main pillars of our business, and it plays a crucial role in fulfilling our the needs of our customers.
Enhanced Quality of Care: Our service line relaunch is focused on enhancing the quality of care we deliver to our customers. Through rigorous training, updated protocols, and innovative approaches, we are able to actively take on new live-in care customers.
Expanded Services: With this relaunch, we’re expanding our service offerings to better meet the diverse needs of our customers. Whether it’s home care, respite care, dementia care, or companionship services, we are dedicated to providing comprehensive support that enables our customers to live comfortably and independently in their own homes for longer.
Person-centered Approach: We understand that every individual has unique needs and preferences. That’s why our service line relaunch emphasizes a client-centered approach, ensuring that each client receives personalized care tailored to their specific requirements.
Professional Development Opportunities: As we relaunch our service line, we’re also investing in the professional development of our staff. Through ongoing training programs, mentorship initiatives, and career advancement opportunities, we are empowering our caregivers to excel in their roles and make a meaningful difference in the lives of our clients.
Community Engagement: Our service line relaunch is not just about delivering care; it’s about building stronger connections within the communities we serve. We’re committed to actively engaging with local organizations, healthcare professionals, and community leaders to foster collaboration and promote health and well-being for all.
As we embark on this exciting journey of relaunching our service line, we want to express our gratitude to each and every one of you for your dedication, compassion, and unwavering commitment to our clients. Together, we will continue to uphold the highest standards of care and make a positive impact in the lives of those we serve.
We are taking part in the trek26 North York Moors for Alzheimer’s society to raise money and spread awareness for people affected by dementia.
The 26-mile route will start up at Abbey Farm Showfield with stunning views of the famous gothic Whitby Abbey. Both route offers stunning views of the coast and the moors, taking you through cobbled streets, fields, woodland, villages and lots of coastline.
You will follow part of the old railway route from Whitby, walking along the well-maintained paths of The Cinder Track to the picturesque village, Robin Hood’s Bay.
The 26 mile route will continue further down the coast before heading back up via the Cleveland Way path.
One things we need to improve is the engagement levels of our surveys. While the responses affirm our strengths, the relatively low engagement signals an opportunity to deepen our connection with our customer base. Moving forward, we’re committed to implementing strategies to enhance engagement and encourage broader participation in our surveys. By creating a culture of open communication and actively seeking input from all customers, we aim to ensure that future surveys provide a more comprehensive and accurate reflection of our services, ultimately enabling us to better meet the evolving needs of our valued customers.
April into May has seen the Operations team settling down and we now have better continuity of management across the business. With Courtney having joined us, and having Amy, Kayleigh, and Sharon all permanent members of the team, we have one remaining slot open for the fourth and final manager’s position. I have carried out positive interviews and we hope to appoint imminently, so please watch out for news on this. Vicky has done a great job in supporting us by stepping into this vacancy for the short term and for this, I would like to thank her.
Recruitment at Care assistant levels has also progressed, and you will be seeing new faces across all areas, so please make them feel welcome, support them to settle in and with the right guidance, you will have colleagues that will support, develop, and progress our business. Remember how you felt when joining the team and how daunting this can be so, please, go the extra mile and help us make them part of the team!
Every year, all employees of the business, responsible for delivering care to our customers must sit their mandatory training. This involves both a face-to-face session with either Vicky or Rob and the completion of your E-Learning modules. If you are working with customer who have complex care interventions, you’re training for these will also need to be completed and signed off. Whilst we appreciate these can feel somewhat repetitive in some cases, the annual refresher ensures that you are safe, competent, and capable to deliver the best care possible to your customers. It also affords you the chance to learn of any new developments in those areas. Making sure you manage your compliance in this is imperative as neither CQC not the Bluebird franchise allow carers to work without these competencies in place. So, to avoid losing work and the disappointment of being made inactive, please look out for your reminders from Liz, via email or from your line manager. Again, care staff will be removed from their rota if not fully trained and compliant.
With the summer months fast approaching I just wanted to again remind all carers that there is a process to follow for requesting leave. This is as follows – All requests must be submitted with at least 4 weeks’ notice to the office via your ONE TOUCH APP. We will then acknowledge your request within 7 days to say it has been received and will now be considered for approval. Approval will depend on if you have given the appropriate amount of notice, the team you work in and what other annual leave / absences must be considered, and if you have accrued or have sufficient annual leave to take your requested dates. The management team reserve the right to decline requests if any of the above criteria have not been met. This is so that we can ensure the safe and effective running of the business. Whilst we want to ensure everyone has the leave they want, our duty of care to our customers means we must manage the process and leave very carefully. I’m sure you will support us in this work.
You may have seen on the One Touch Noticeboard, a request for nominations of people you think would be a good person to represent you, the carer in the field at head office and to pass on any ideas, thoughts, feelings, and issues to the management team. Sadly, out of the 71 of you who have seen this, we have not had one response. As a management team, we can only offer to listen and act if engaged with. If you don’t take up opportunities like this, then you will be missing out on the chance to shape and change the business. Please do give this some thought and either volunteer yourself or nominate someone you feel would be good at the job.
We like to know and acknowledge when our team go the extra mile or when someone is performing to the highest levels, giving excellent care and flying the Bluebird flag. However, we rely on others to spot this for us most of the time and for them to get in touch. Most of the time, this is via family or customers, but I would like to remind you all that you can nominate your colleagues for such recognition. So, if you see someone delivering excellent care, making that difference and really shining in their role, then please get in touch and help shine a light on your colleages.
I’m thrilled to announce that Rob Mackins will be joining us in the York office for the next couple of weeks, offering his expertise to support both staff and customer compliance. With his wealth of experience, Rob will undoubtedly provide invaluable guidance as we strive to maintain the highest standards of care and service. His presence underscores our commitment to continuous improvement and ensures that we meet and exceed regulatory requirements. Let’s extend a warm welcome to Rob and make the most of this opportunity to further enhance our operations and deliver excellence in every aspect of our work.
One things we need to improve is the engagement levels of our surveys. While the responses affirm our strengths, the relatively low engagement signals an opportunity to deepen our connection with our customer base. Moving forward, we’re committed to implementing strategies to enhance engagement and encourage broader participation in our surveys. By creating a culture of open communication and actively seeking input from all customers, we aim to ensure that future surveys provide a more comprehensive and accurate reflection of our services, ultimately enabling us to better meet the evolving needs of our valued customers.
Research has found that playing an instrument or joining a choir is linked to better memory and thinking skills especially in older ages.
Not only does learning how to play an instrument or joining a choir provide you with serotonin, but it also helps with social interaction and learning new things, which is always stimulating for the brain.
Musical group activities is something that could help as your getting older to reduce Dementia. Being in a musical setting wil promote brain health and help with resilience.
“There is considerable evidence for the benefit of music group activities for individuals with dementia, and this approach could be extended as part of a healthy ageing package for older adults to enable them to proactively reduce their risk and to promote brain health.”
The deputy of Dementia UK, Caroline Scates, recently mentioned that music can be a form of communication of people living wth dementia, they may have a connection with a certain song and may stimulate the brain whilst listening, playing or singing to it.
She states “If you know someone living with dementia who enjoys or has enjoyed singing or playing an instrument, it can be beneficial to keep these instruments or sheet music to hand for them to play or read.”
For families and carers, music can foster togetherness and create shared positive experiences. Additionally, it can open avenues of communication and interaction that may otherwise be unavailable.
People tend to say music brings back memories and this is true. Music takes you back to a time that you were happy, sad, confused and you can link it to a certain part of your life, which is very beneficial for those who struggle with memory loss or those who have age-related cognitive decline. So, if your parent is struggling with their memory, remind them with their favourite song, you might be surprised how well they remember it!
It only takes a few minutes and we’d be extremely grateful for your help! It helps increase brand awareness and strengthen our online presence so we are able to attract more customers and great like minded staff into the business.
Just click the buttons below to go to our Google Business pages or Facebook pages and leave us some great feedback.
Review from Debbie S (Care Assistant)