Changing lives: A vision based on needs and outcomes
Interserve Healthcare has published its fourth Annual Quality Report which highlights achievements and improvements made by the national service, which delivered over 1.7 million hours of care in 2017.
The report covers Clinical Effectiveness; Assurance and Quality; Health & Safety; Clinical Governance and safeguarding clients.
Andy Cook, Interserve Healthcare’s chief nurse, said: “Our quality report demonstrates our commitment to providing the highest standards of care to the people who receive our services. We also believe it is important to be transparent about the outcomes of the systems we have.
“The Interserve Healthcare Quality Report 2017 provides information about our values, culture and operations. It includes details about our Clinical Governance Framework, the results of our Safety Culture Survey, KPI Dashboard and our commitment to health, safety and safeguarding.”
The report features Ben Uttley, one of several hundreds of clients who receive round-the-clock care for their complex needs, by Interserve Healthcare’s dedicated team of nurses and care staff.
Ben is 27 years old and lives with his family in Burnley. He has received round the clock care managed by the company’s Greater Manchester branch, for the past five years. Ben has a range of complex clinical conditions and he receives care including receiving food and water via a tube directly into his stomach, regular medicine and oxygen at night, as well as general requirements, such as showering and getting dressed. [see Ben’s story below]
Interserve Healthcare services empower clients like Ben to live fulfilling lives and achieve life goals, as well as providing peace of mind for their families with whom Interserve co-design care for their loved one.
Managing Director Ian Mulholland said: “None of our work would be possible without the care and commitment of our people – from care staff working in people’s homes to our head office teams. We really appreciate the commitment, effort and pride our staff take in delivering quality care.
“In 2017, we continued to work hard to promote a culture of compassionate care and to provide staff with the training they need. We know how challenging some home care environments can be and we never underestimate the dedication that people show in providing a great service.”
He added: “What our clients tell us is really important to us. We plan to focus on gaining more feedback and listening even more carefully so that we can meet their needs. We believe passionately that this is only possible through a continual focus on quality and safety – this remains a promise to our clients, customers, staff and shareholders.”
Building on the strengths and achievements in 2017, within this current year, Interserve Healthcare focus will include:
- Develop new models of care to meet new opportunities including broadening its clinical capability to deliver more services and new services and increase the use of technology to improve outcomes for clients.
- Improve branch nurse retention and review the role of the registered nurses who work in Interserve Healthcare’s branch network to make sure it is a diverse and fulfilling role.
- Continue to focus on clients through increased contact with our branch staff, particularly Interserve’s registered nurses and further develop its engagement capability to find new ways of talking to clients and hearing what they think about their care.
Ben’s story: Interserve Healthcare providing complex care for Ben Uttley
Ben Uttley is one of several hundred people with complex care needs currently being cared for by Interserve Healthcare’s dedicated team of nurses and care staff.
The 27-year-old, from Burnley, has received round the clock care managed by the company’s Greater Manchester branch, for the past five years.
Ben has a range of clinical conditions including cerebral palsy and sleep apnoea. The care he requires includes receiving food and water via a tube directly into his stomach, regular medicine and oxygen at night, as well as general requirements, such as showering and getting dressed.
A team of seven provide the care package, overseen by client manager Hayley Connor. The team also take Ben out to social activities, such as watching Burnley Football Club., shopping, going to the park, music lessons and karaoke.
Denise, Ben’s mum, said: “We’ve always been happy with the care. I have no worries when I go off to work, even if Ben’s not 100 per cent we know he is in good hands – and that means so much to us as parents.
“Ben needs stability, he will also let people know when he doesn’t like them, and it takes him a while to build up a rapport. However, his carers are absolutely fantastic. They have a really close relationship with him and he likes all of them.”
Deb Cahill and Patrick Walls, who are both senior healthcare assistants, are two of Ben’s daytime carers.
Patrick, who has been involved in the care industry for 27-years, said: “I really love working with Ben. All the staff have different things they bring to the job, Ben is happiest getting out of the house and we do that whenever possible. Ben is a people watcher, and he loves going out to the football.”
Deb added: “I want joy out of what I do, and I get that working with Ben. He interacts more with people he is used to, he really likes getting out and nursery rhymes.”
Hayley used to be a member of Interserve’s home-care staff before taking up her current office role as client manager. Her role involves ensuring care packages are running smoothly by liaising with clients, families and carers to resolve medical concerns, issues and complaints.
She said: “It’s my job to make sure everything is running smoothly. I really enjoy it, I worked as a carer on many of the care packages that I now manage and I’ve found that experience helps enormously.
“I get to know the family and to ensure you know what they want and get the right match of staff to the care package.”
Interserve Healthcare Annual Quality reports for 2016 & 2017 can be found here: www.interservehealthcare.com/pages/our-commitment-to-quality-and-care