A message from our Chief Executive, Dawn McNally
Let me start by reminding you all what a fantastic job you have all done during the pandemic. I say that based on an excellent track record of controlling the virus and protecting customers, staff, and volunteers.
Staff absence remains stable. We’ve had no recorded customer deaths from C19 on our watch. When customers have returned from the hospital with C19 (the only time C19 has featured) into our Extra Care Housing Schemes, our care staff have managed to control the virus and support the customer back to good health.
Everyone one of you should be proud to be part of a fantastic organisation that has gone above and beyond to keep us all safe, an effort supported by each and every one of you.
Bradbury Centre HQ
The Bradbury Centre remains closed apart from authorised visits which need to be logged and approved via the Calendar and Managers.
Wellbeing Centres
The Wellbeing Centres have been pushed back into Phase 2 until further notice. We may find out more next week from North Tyneside Council who have arranged a meeting with all Day Service Providers. I know that part of the call will be to demonstrate how to use PPE effectively.
Please be mindful that whilst we have been well versed in the use of PPE throughout the pandemic, other providers have yet to embrace this brave new world.
Phase 2 means the centres remain closed and the staff and volunteers support customers at home.
Extra Care Housing
The Extra Care Housing Schemes are now open for visitors with new controls in place. We have insisted on additional controls being implemented this week, which include the Social Landlords taking responsibility for additional cleaning in communal areas including gardens.
We have asked all visitors to record their visit to allow us to track and trace in the event of someone showing signs of C19. All Visitors must wear a face mask at all times.
I would encourage care staff within the Schemes to be confident and challenge if they see anyone not following the new guidance and if necessary report it to your Team Leaders or Manager.
Dementia Connections
Betty Lucas, our Lead Admiral Nurse recently wrote an article for Dementia UK .
Our Dementia Connections Team has been extremely busy during the pandemic and report some quite harrowing stories. Where you can let people know that we have this service to support families and carers who are living with dementia.
Customer Consultation
Our teams across EveryDay and Age UK North Tyneside are currently carrying our a customer consultation exercise. We want to better understand how our customers would like to have their services deliered in the future and if they’d like to see any changes to service provision. We will be co-ordinating a response in the next few weeks which will inform our decision making process.
EveryDay Homes
The prestigious new housing development’s website lanched this week .
EveryDay Care Service Update for Customers 26.6.2020
All EveryDay Care services are performing well and staff absence rates have plateaued at 5-7%. Our customers on the whole remain very well.
Moving to the Next Phase
Over the last couple of days HM Government has announced further relaxing of lockdown from 4 July 2020. As a result we met to review how Phase 2 of our plan was going, and when to move to Phase 3. We’ve agreed to move to Phase 3 on 6 July this allows us to ring the changes on a week day. To emphasise our next Phase will start on Monday 6 July 2020 and not 4 July 2020.
Updated Risk Assessments
Staff will be trained in the updated Risk Assessments for their specific service for the new Phase. The new procedures allows us to track which staff member is in contact with others.
Key Service Headlines
Customer Engagement & Consultation – this work was started in Phase 2 and will continue. We will discuss and agree changes informed by customers and our staff, through the ‘Guided Conversation’ Toolkit. Any changes will be communicated in advance of changes to service delivery.
Wellbeing Centres – all three centres will open from 6 July 2020 with additional controls in place, plus new options for customers. Customers will be given the choice to return to the Centres, to continue to have the service at home/one to one to allow them to get out and about. Alternatively to join another customer on an outing of their choice with one of our drivers.
Extra Care Housing Schemes– we are working closely with Registered Social Landlords to agree the opening of Extra Care Schemes to visitors, with additional controls in place, from Monday 6 July 2020.
Domiciliary Care in Community– will continue to operate as it does now, with all existing controls remaining in place
EveryDay Living– will continue to operate as it does now, with all existing controls remaining in place. We will be contacting those customers who put a hold on their service to ask them if they’d like to resume
Admiral Nursing– will continue to operate as it does now, with all existing controls remaining in place.
Dementia Connections– will continue to operate as it is now but with some social groups re-opening with additional controls in place, from Monday 6 July 2020
Customer Services– will continue to operate as it does now remotely and from home but will prepare to move back to the Bradbury Centre in Phase 3 as soon as the screening is installed
Should any customer wish to change or update their service or infact just have a conversation about what they’d like to see in the future from EveryDay we’d love to hear from you . You are able to contact our Customer Service Team, leave a brief message and we’ll call you back .
Tel 0191 2877028 or alternatively e mail enquiries@everydayuk.org
Phase 2 Update
In our CE, Dawn McNally’s last briefing she said she would focus on the headlines from the changes we will make across the organisation from Monday 15 June 2020 which is when we will move to Phase 2 of our C19 Plan.
Infection Rate
The C19 infection rate is now decreasing each day in North Tyneside and the North East, and therefore we are ready to move to the next Phase..
Generally in Phase 2 all services will move to engaging and consulting with their customers to discuss changes to services, as well as carrying out a light touch ‘guided conversation’ to ensure we capture any changes where customers may require our help and support.
Key headlines and changes for Phase 2:
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Emergency Food Parcels-
As we have moved from an immediate emergency response to ensure older people had enough food, to now having arrangements in place to ensure older people have their emergency shopping done etc this service is no longer required. We’d like to thank everyone who supported the delivery of 850 emergency food parcels which were gratefully received by older people.
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Prepared Food & Snacks-
Our Catering Team based at Edith Moffat House will continue to cater for those customers who want meal. Keith Pott’s, Head Chef will process all orders.
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Essential Shopping-
this service will continue but will be supported entirely by volunteers from 15 June 2020, all staff supporting this service will have moved back to their substantive role. The service will continue to be free to customers and will be co-ordinated now by Caitlin Calvert, referrals should be made via the Customer Service Team
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Telephone Befriending-
this service will continue as it is currently with Beverley Swan. Customers who are being contacted by us for a wellbeing call can be referred into this service.
- Extra Care Housing Schemes– the schemes will remain locked down, but we will now encourage customers to meet with loved ones (in line with Government Guidance) outside of the scheme but not in the communal gardens. Families will be asked to meet customers at the front door of the housing scheme and care staff will be asked to carry out a dynamic risk assessment immediately before their customer is to meet with loved ones to make sure they have no C19 symptoms.
- Kerry Parker, Head of Professional Care Services will continue to communicate with customer families and Registered Social Landlords to remind family members etc not to go ahead with a visit if they are showing any symptoms of C19. Staff will remain extra vigilant to ensure we uphold all controls and report any concerns immediately to our Team Leader, Care Manager or Head of Service.
- Domiciliary Care in the Community there is no change and we continue as we are, we continue to uphold all controls and the use of PPE
- Wellbeing Centre- again there is no change and we continue as we are, we continue to uphold all controls and the use of PPE.
- Admiral Nursing- no change and we continue as we are, face to face visits will be held with customers in greatest need, otherwise we will continue to use telephone and video to support customers
- Dementia Connections- no change and again we continue as we are, we continue to use telephone and video to support customers
- EveryDay Living- no change and we’ll continue as we are, we continue to uphold all controls and the use of PPE
- Jarrett’s Coffee Shop- will remain closed during Phase 2
- Health & Social Activity Groups, including Active Age and Healthy Habits- no change and to continue as we are, we continue to use telephone and video to support customers
- Older Offenders- no change and to continue as we are, we continue to prepare and send Activity Resource Packs to local prisons.
- Information & Advice- no change and to continue as we are, we continue to use telephone and video to support customers
- Befriending- no change and to continue as we are, we continue to use telephone and video to support customers. See Telephone Befriending above.
- Care Plus– Team members have returned to their substantive service and are supporting existing customers for Care Plus.
- Strength & Balance– no change and continue as we are, our trainers continue to use telephone and video to support customers
- Customer Services – no change and to continue as we are, customers contact us, leave a message and our team returns their calls and triage where required
- Training- we are now increasing the number of training sessions we are delivering and also the number of staff who can attend. A Risk Assessment has been prepared to ensure staff safety at all times and PPE is available for use while at the Training Suite.
Bradbury Centre HQ Update
The Bradbury Centre will remain closed to the public and customers during Phase 2. Some staff will be able to work from the Bradbury Centre from 15 June 2020 but only as agreed with your Head of Service, to enable us to manage the numbers and keep everyone safe. Staff who can work from home will remain working from home. A Risk Assessment has been prepared for the Bradbury Centre, it includes the following controls:
- How we minimise the number of staff in the building at any one time
- How we minimise the use of shared equipment
- Consideration of staff individual circumstances
- Use of transportation to and from work
- Maximising handwashing and sanitisation
- New signage for maintaining social distancing
- Screening off areas for protection
- Introducing one way system where possible
Our Customer Service Team is available Telephone 0191 2877028.
Please leave a voicemail and we’ll call you straight back.
Service Update 1st June 2020
Customer Update
We have one customer, within our Dementia Connections service, with C19 symptoms and no customer deaths from the virus, where we provide the customer’s care.
This is incredible to be this far through the pandemic, it is not luck but down to everyone single one of our team who have upheld our infection controls.
Staff Update
We end the last week in May with a slight increase to staff absences. This is now at 6% having risen from 5%. This is still an enviable figure allowing us to continue to deliver services as normal.
Phase 1
We remain in Phase 1, of our Exit Plans, until at least 14 June 2020, and we will continue as we are until further notice.
Our Chief Executive, Dawn McNally will prepare and circulate a summary of the year and present it very soon as we move through Phase 2 of the Exit Plan, and then our plans for this year in Phase 3.
In other News
We are delighted to announce that we have again maintained our CHAS status which ultimately means our health and safety systems and processes are fit for purpose, and are well managed. Thanks to Angela Dawson who leads on this process for steering us through this assessment despite the challenges of C19.
Recognition
We have received two very special messages this week, one from the Mrs Susan M Winfield OBE, Her Majesty’s Lord-Lieutenant, who wrote “to Dawn McNally and all at Age UK North Tyneside & EveryDay Care, I want to express my deepest gratitude for the incredible support and service you have given throughout the Covid-19 crisis. My wholehearted thanks for all you have contributed and my best wishes”.
The second was a letter from Councillor, Carole Burdis a member of North Tyneside’s Cabinet. It is fantastic to have received this kind of recognition for our organisation.
Charity Performance
Our Charity performance for the year ended 31 March 2020 was reported into the Board of Trustees last week and we are pleased to confirm that we achieved 29 out of 33 strategic objectives, and ended the year with a surplus of £61k, a great result and another strong year’s performance.
We have again achieved an awful lot on behalf of older people in North Tyneside.
Volunteer Week
As a group we are fortunate to have the support of literally hundreds of volunteers who provide their own time to us and to our customers. Many have been able to continue to support us even during Covid-19 which is an incredible feat. We will be celebrating some of their fantastic stories this week during Volunteer Week. A huge thank you goes to them for everything they do which assists us in ultimately providing the service we can in North Tyneside.
Government Guidance
It has been a particularly hard week for our teams in Extra Care because of the Government announcement on Sunday, and everyone’s interpretation of the new rules on visiting their families.
We hope we have now reached a new steady state, at least for another couple of weeks. Unfortunately every time there is a change in Government Guidance we will have to prepare ourselves and our customers for the inevitable uncertainty which follows, and then the subsequent calm as everyone settles down into the new rules.
Technology
We are going to accelerate our plans to introduce further technology into our Extra Care Housing Schemes. Our Head of Professional Care, Kerry Parker and our Chief Executive, Dawn McNally have this week discussed the role of technology in care in detail and will be preparing teams for the part they will play in supporting customers to access this.
Staff Update
Staff absence this week has averaged at 6%, it did fall to 5% on Wednesday. All in all another very good week for our team .
Customer Update
We have 2 customers reporting C19 symptoms but thankfully no recorded deaths due to C19. Our infection control measures are proving very effective but we will not become complacent.
Exit Strategy
We are still in Phase 1 of our Exit from Lockdown Plan, and we continue as we are with the same levels of control in place. We will share detail when we plan to move to Phase 2.
Service Update
Our services have evolved during C19 and we have launched:
Recruitment
We are recruiting new care staff as we are receiving new customers regularly. The Staff Referral Scheme rewards the person referring a new employee who stays with us with £200.
Food Parcel Friday
We end the week having delivered a further 100 food parcels across North Tyneside, and the Bradbury Centre HQ building is slowly morphing to provide a new working environment for us. We feel very well prepared to meet the challenges the ‘new normal’ presents.
Lockdown Remains
Whilst the Government announced some changes last night Age UK North Tyneside and EveryDay Care does not intend making any further changes to those in our existing Phase 1 plan which was announced last Thursday.
Phase 1 which starts 11.05.2020 means we will continue as we are currently, until we are advised by Dawn McNally, Chief Executive.
For those staff whose normal place of work is the Bradbury Centre we will allow “selected” staff to come in and prepare their work area for our new ways of working. This will be done on a rota basis which is being managed by our Heads of Service.
We are not rostering the following staff to come into the Bradbury Centre:
- Staff with caring responsibilities, including children at home
- Staff who would have to use public transport to travel to and from work
Control Measures
All staff will uphold the following controls:
- Do not come in if you feel unwell, let your Line Manager know as you would normally
- Wash your hands regularly and especially when you come into the Bradbury Centre and last thing before you leave
- Keep 2 metres apart from other people, there will be a maximum of four people in the building at any one time, including a key holder
- We have set up a PPE Station which includes aprons, gloves and face masks. We strongly advise staff to wear the aprons and to dispose of any worn items in the bins provided. The PPE is being provided for those staff who will feel more comfortable with additional protection.
BBC Look North Special Report
We contributed video footage for a special report for BBC Look North which aired 11.05.2020. This piece covered how our customers are coping during lockdown and their reaction to Boris’ speech last evening, https://www.youtube.com/watch?v=eWJfOSScL2w
Dementia Action Week
It is Dementia Action Week this week so a great opportunity to raise awareness of dementia and how we support those families living and caring for someone with dementia. Our websites have been updated with relevant information including our new Peer Support Group specifically for carers. These take place by Zoom on Mondays.
Food Parcels
We are expecting to deliver another 200 food parcels this week taking our total to 750 which is incredible and hugely appreciated by the recipients.
Staff Update
Staff absence remains at 6% today therefore no change which is fantastic news.
Customer Update
We sadly have two customers within Extra Care Housing Schemes with C19 symptoms, where infection controls have been increased to the highest levels. Both customers have mild symptoms and will be in isolation for 14 days.
Our staff have had some difficulties reinforcing lockdown procedures with families. Our Head of Professional Care Services, Kerry Parker has requested additional support from North Tyneside Council and our Registered Social Landlords to reinforce the messages that we remain in lockdown to ensure customer safety.
Road Map Back
Another week ends with great progress made across our Group services https://www.ageuk.org.uk/northtyneside/about-us/news/articles/2020/our-covid-19-response/
Staff Update
Staff absence is down to 6% with no staff absent with C19 symptoms or in isolation, the only absence we have is “none” C19. We can also report 9 staff have now been tested for the virus to date, with 1 out of these 9 confirmed with C19, now recovered.
Customer Update
We are down to 1 Customer reporting symptoms of C19, we pray they come through and fully recover from this.
Road Map Back To The ‘New Normal’
We intend to communicate our plans for changes to lockdown, after the Prime Minister’s announcement on 10.05.2020.
Phased Approach
To outline how we will approach the easing of lockdown we have identified four phases as follows:
Phase 1- As we are, supporting customers as we have been doing so, with staff being asked, on a rota basis, to prepare their work areas for our new ways of working and to cleanse all customer data. This will be the Phase we move into next week which essentially means we continue as we are. The reason for this is to remain locked down until we see the impact of any changes the Government makes. We deliver services to older people who are high risk and therefore we cannot take the risk of removing any of the controls we have in place, yet. This includes visitors to our Extra Care Housing Schemes which will remain locked down until further notice. The North East is just moving through the peak of the virus now, unlike London and other areas down south, so we must continue to be extra vigilant.
We will communicate when we are ready to move to Phase 2 .
Phase 2- Consultation and Engagement, all services will move to engaging and consulting with our customers to discuss what changes to services they would like to see, if any.
Phase 3- Planning for our New World where training, equipment needs etc will be identified and actioned to reflect changes to service delivery as informed by our customers, funders etc. new strategic priorities. Performance targets will be identified and management tools updated. Whilst the essence of our work will continue as before we will be delivering in a different way, hence this phase to allow time to adapt our ways of working.
Phase 4- Our New World, we start to deliver in the new world.
These phases have not been timed, yet, they will evolve naturally from one phase to another. The detailed plans prepared by our Heads of Service reflect these four phases.
In the news
Yvonne Probert, Head of Charity Services, has been exceptionally busy last week providing TV and radio interviews. The media was very interested to understand how our own Covid-19 response supported North Tyneside residents and customers.
A clip of one interview with BBC Look North https://youtu.be/3QJeCmEmL5M .
Celebrations
Our Customers have enjoyed VE Day celebrations this week and although we’ve been in a lockdown situation that hasn’t stopped EveryDay providing a wonderful party atmosphere. In addition school children kindly provided a number of cards, drawings and letters to our customers across the borough for which they were very grateful.
Dementia Action Week
Next week is Dementia Action Week and our Dementia Connections Team led by Betty Lucas will be sharing advice and information about supporting loved ones at home especially during Covid-19.
Dementia Action Week
Dementia Action Week takes place between the 11th and the 17th of May. The goal of Dementia Action Week is to encourage people to take action to improve the lives of those affected by dementia, working to create a dementia-friendly UK where those with dementia do not feel excluded.
Living With Dementia
There are 850,000 people in the UK who are affected by dementia, and it does not just affect the elderly, 40,000 people in the UK under the age of 65 suffer from early onset dementia. It is believed that by 2051 the number of people who have dementia in the UK will have risen to 2 million.
Showcase
During Dementia Action Week we will be showcasing the fantastic work delivered by our own Dementia Connections team based across North Tyneside.
The team is comprised of Dementia Coordinators who support families living with dementia and also deliver local activity groups i.e. singing, arts and memory cafes.
In addition we have a team of Admiral Nurses whose role is to give expert practical, clinical and emotional support to families living with dementia to help them cope. We have recently launched a carer support group to allow those living with dementia to share their experiences and gain support from others.
Advice & Support
Each day one of the Dementia Connections team will provide information and advice via our social media platforms Instagram , Twitter and Facebook to encourage carers to reach out and get involved with local activities to support them in their caring role.
For further information about the Dementia Connections team and our service Telephone 0191 2808484 or e mail customer.services@ageuknorthtyneside.org.uk
Update May 2 2020
Staff Absence Update
We are pleased to report that staff absence continues at 9%, whilst there are changes between different services overall absence remains unchanged.
As part of her role, Kerry Parker, Head of Professional Care Services reports staff absence and customer illnesses/deaths to various agencies every day, including North Tyneside Council. We are very proud of the way our service has remained uninterrupted during Covid-19.
Customer Update
In addition we are absolutely delighted to report that customer’s reporting symptoms of the virus have reduced to 2, which means 3 have recovered which is fantastic news for all concerned.
End of Financial Year
Our Leadership Team has been busy preparing the end of year reports, which are looking positive.
Food Parcels Deliveries Continue
The most recent delivery of 200 food parcels has gone this week to older people who are not Age UK North Tyneside or EveryDay Care customers. This brings the total delivered to date to 550.
Our sincere thanks again go to Vicky Pattison who continues to fund raise to make these donations a reality.
Partnerships
We also reached out to Everlasting Care customers, a well-respected domiciliary care partner organisation and provided their customers with 80 parcels for which they were very grateful.
New Carer Support Group
We have launched a new peer support group for carers in North Tyneside . This group is not just for those who are caring for someone living with dementia but for all carers. Covid-19 has created additional challenges for carers isolated with their loved ones, sometimes 24/7 https://everydayuk.org/carer-support/
Covid-19 Testing
We are encouraging all staff with symptoms to arrange to be tested for Covid-19. Use this link https://www.gov.uk/apply-coronavirus-test to arrange a test. As part of the process staff will asked for some basic information which includes:
- Vehicle registration number (of the car you will attend your appointment in)
- Mobile Phone Number (so they can make contact with you)
- Organisation (that the health or social care professional works for)
- NHS Number (please note this is optional)
- Health or Social Care Professionals name
- E-mail address (so that they can confirm an appointment with you once booked)
- Position / Role (for example – nurse / social worker / carer etc.)
Please note: If you do not reply with this information, they will not be able to book an appointment slot. Once they receive this information they will make arrangements to call you.
Do let our HR Team you have had a test and the outcome please. Tel: 0191 2877011
VE Day 75
Friday 8th May is VE Day. We intend to remember the day and what it may mean to our customers regardless of the lockdown situation we will ensure the date is marked.
Life After Lockdown
Finally it is our intention to circulate details of our exit strategy next week. This will involve a phased return which Heads of Service and Managers will communicate to teams.
Carer Support Group Launches
Caring for someone isn’t easy and with the added impact of lockdown during Covid-19 we know only too well that isolation is a major factor for us all.
Carer Role
We do appreciate that you can often feel alone as a result of your caring role under ‘normal’ circumstances .
We also understand how important it is to have someone to talk to and to have the opportunity to relax, even briefly and take a break from caring for your loved one now, more than ever during Covid-19.
Admiral Nurse Launches Peer Support Group
Our Admiral Nurse, Charlotte Willoughby invites you to share your carer experiences and discuss any concerns you might have with others in a similar situation as your own.
We may not have all of the answers you’re looking for but together we can explore ideas and share best practise to support you at this most challenging of times.
Share Your Experiences
We anticipate holding a peer support group session via mobile phone or over the internet. It’s simpler than you can imagine.