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FOR HEALTHCARE PROFESSIONALS
Issue 15 | Summer 2019
NEWS
F L Y I N G H I G H A T
TORBAY AIRSHOWPage 6
Virtual Shift for nursesPage 19
plus ACROSS THE BUSINESS NURSES’ DAY 2019 CHARITY UPDATE CLIENT SURVEY RESULTS
NewcrossNorth StarPages 14-15
to be the world’s leading nurse resource management platform & the UK’s leading complex care provider
Welcome to Newcross News, our bi-annual magazine showcasing all the good work that’s been, and is being, done across the organisation.
This issue is full of team news, updates and other interesting insights.
It’s been an incredible six months; saving the Torbay Airshow, launching our great new Relationship Executive role across the business and a wrap up on our fundraising activities.
You are already showing us exactly what it takes to level up. You should all be very proud of yourselves.
Thank you and enjoy the issue.
Keep reaching for the stars!
Michelle Gorringe RNManaging Director
Stephen PattrickChief Executive Officer
Welcome
[email protected] Office: 01803 867800 Marketing: 0117 446 0175
@NewcrossHealth
Newcross Healthcare Solutions
Newcross Healthcare Solutions
Newcross Healthcare
26 The decline of oral health in care homes
Inside this issue
© Newcross Healthcare Solutions Limited 2019. All rights reserved. ‘Newcross’, ‘Newcross Healthcare’, ‘Newcross Healthcare Solutions’ ‘HealthForceGo’, ‘Nurchat’, the bisected cross roundel device and all associated design features or trading styles are trademarks or registered trademarks wholly owned by Newcross Healthcare Solutions.
1817 Liquid Controlled Drugs 19 Virtual Shift for nurses
A voyage of discovery
22 Nurses Day 2019 24 Lights, camera, action!
2025
As seenon TV
Charity & fundraising
14 We are re-imagining Newcross
04 Across the business
08 Delivering an exceptional service
10 Say “hello”
12 Shaping the future
13 Clients champion our care service
16 End Point Assessment
06Flying high at
Torbay Airshow
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Across the business
In an effort to continue to provide every individual in Scotland with outstanding care, we have reviewed our Scottish service provision. On the back of launching Clinical Governance Scotland, we have merged two highly successful
At Newcross, our complex care teams strive to deliver the very best in person-centred care to people living in their own homes. Our care delivery is monitored by the Care Quality Commission (CQC) frequently.
This July we achieved a ‘GOOD’ rating from the CQC across all key aspects of the report. Michelle Gorringe, Founder and MD of Newcross Healthcare said:
“This is an incredible achievement for our Bristol team and a firm foundation on which we can continue to build upon. We are delighted with this rating and the positive impact that our service is now having on service users and their families.”
branches to create one exciting Newcross “Superhub” – the West Scotland branch – based in our existing Hamilton office.
As West Scotland business centre manager, Andrew Easton will be responsible for continuing to develop and grow further a wide range of opportunities in the area for staff and clients alike. Andy is looking forward to the challenge:
“This is a great move for both employees and care providers in the area. I truly believe that we’re much stronger together and bringing together all the skills from both branch teams will mean we’re best placed to meet the needs of people in the West of Scotland.”
West Scotland ‘Superhub’ announced
A GOOD result for Bristol complex care
The Bristol service was rated ‘Requires Improvement’ at the last CQC Inspection in April 2018; and for the past 12 months or so our teams have worked incredibly hard to make necessary changes to the service and how it operates.
The inspection report highlighted some key successes of the service:
• The service was safe and risks to people continued to be assessed and were well managed.
• People received care and support that was well planned and responsive to their needs.
• The service had built up to be a compassionate and innovative organisation.
• The service worked closely with other professionals and organisations involved in people’s care.
• There were different innovative ways people were supported, for example to go swimming. These helped prevent the risk of social isolation and enhance quality of lives. People were supported to be engaged in activities away from their homes.
• The manager always aimed to improve the quality of service.
• There were effective ways used to seek people’s views on the service. The quality of the service was checked and monitored.
Congratulations to all our Bristol staff
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Situated on the East Portway Business Park, adjacent to the A303 ring road, our new Andover branch was launched back in April to meet growing demand for Newcross’ services throughout Andover, Salisbury, Basingstoke and the surrounding area.
The new Andover base will provide care organisations and providers across Hampshire and Wiltshire with 24-hour access to Newcross’ superior service. A commitment to providing only the most dedicated, proficient and compassionate healthcare professionals, supported by the best technology available.
There are now numerous vacancies for experienced nurses and healthcare assistants to work in a variety of roles and settings across the Hampshire and Wiltshire regions.
Newcross Operations Director, Geoff White, said:
“We are thrilled to be opening a new office and training centre in Andover, providing a wealth of career opportunities for experienced healthcare professionals throughout the area.”
Across the Business
Launch of new Andover office and training centre
“We are dedicated to making a significant and positive difference to healthcare provision in Andover, Basingstoke, Salisbury and across the region. The technology and systems we have in place allows us to always deliver exceptional, efficient and reliable care while offering a rewarding and flexible career for healthcare professionals. We look forward to delivering the exceptional care that Newcross prides itself on and serving the local community for many years to come.”
Photograph from left to right: Lucy Middleton Andover Basepoint Centre Manager, Emma Yorwerth Newcross Andover Business Centre Manager, Wendy Williams Assistant Basepoint manager
We have welcomed new additions to the Establishment and Complex Care teams.
Newcross branches
Establishment branches:1. West Scotland branch2. Andover branch
Complex Care branches:1. Gloucester Complex Care2. Shrewsbury Complex Care3. Hereford Complex Care4. Eastbourne Complex Care
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Flying high at Torbay AirshowWhat a weekend! The Newcross team was out in ‘force’ at the Torbay Airshow 1st-2nd June. As main event sponsors, we invited a host of our clients and service users to join in the celebrations.
The Newcross team welcomed service users’ Emma George, Hollie Hearne and Joshua Johnson as well as representatives from Laywell Home, Hill House Nursing Home, Hyne Town, Moors Parke, Manor Life, Sesame Care Home, Warberries and Homegroup. They enjoyed VIP hospitality courtesy of the event organiser’s SkyBar and had premier seating to watch the displays.
A member of our Torquay Complex Care branch team, Heather Harris-Kent an RGN for Newcross for the past 12 years was invited along with her father, John Kent, to the Airshow. John is one of the last surviving Lancaster bomber pilots and at 95 still finds it difficult to discuss this part of his life.
“I’m so thankful to the Royal Marines for welcoming us and looking after Dad. They gave him their jackets and helped wheel him around the event, plying us both with warm drinks. Dad had a photo with Red 10 and spoke to him for over 15 minutes, looking at his medals. It was such a wonderful sight to see. On top of that he was interviewed by BBC Radio Devon, was acknowledged as a true VIP guest, meeting Vice Admiral of the British Fleet, the Chief Exec of the TDA and Torbay Council.
“We’ve been asked to attend again next year as guests and we’ll be put up for both days. I couldn’t thank these people enough. It was such a special day and something we will remember for many years to come.” – Heather Harris-Kent.
Holly Hearn front left, Chinook Pilot no.1 (behind Hollie), Lesley Di-Tommaso, Main Chinook Pilot, Jeannie Newport, Joshua Johnson (in front of Jeannie), Brenda McMahon, Chinook Pilot no.2.
A photo of Mr Kent with Red 10 is being sent as a keepsake, following the event
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Across the Business
It was a great show all round and we thank the organisers for putting on such a fantastic event. Thanks to all of our clients, service users’ Emma George and Joshua Johnson, our carers (for going above and beyond) and their families, such as John Kent, who attended over the weekend.We had a wonderful time and we know you all did too. Thanks for supporting the airshow and making this such a special event. This weekend will be forever held in our hearts.Mandy Hamilton, South West Regional Manager for Newcross Healthcare
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Thank youTo our head office and Torquay branch staff for manning our stand, namely Elly Dickinson, Tina Whitehouse, Dawn Parker, Julie Smith and Hannah Mills, Lara Carrillo, Angela Feliz-Hurtado, Georgia Veysey, Dale Carkeek, Kiersten Cornwall-Cook, Sean Villiers, Simon Smart, Ole Dodwell, Greg Holt, Mandy Hamilton, and Alix Ripley.
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Delivering an exceptional service
Alice joined as Head of Contact Centre in March 2019 following a stint at the RAC as Head of Retention. Alice’s role is to ensure Central Support and Central Recruitment can support our overall vision to be the number one provider of nursing staff and complex care professionals.
Reaching for the ‘star’To support our vision and business growth, in the last three months, three new starters have joined each of the Central Support and Central Recruitment teams and two people have been promoted and upskilled internally for the new Central Support relationship executive positions that will enable business continuity across our branch network.
Bayley Darke has been promoted to shift lead within Central Recruitment, having started off as an apprentice three years ago. Natasha Woods, who also started as an apprentice back in 2016, has been promoted to the Relationship Executive role alongside Ryver Stix, demonstrating Newcross’ unwavering commitment to investing in its people.
We are further investing in the existing team by placing six employees from Central Recruitment onto the 12-month Level 2 Recruitment Resourcer apprenticeship.
Central Recruitment has a new dedicated nurse recruitment team and there will be a complex care specialist recruitment team soon to help the team align to Stephen and Michelle’s North Star vision. We’re sure this will make a huge difference when it comes to employing high calibre nurses.
Team structure and upskilling is just one thing however. There have been many more changes implemented across the department. The idea being that tiny incremental changes will deliver some of the biggest results.
For instance, rather than focusing on process, the team has reviewed their call scripts so that it weaves in key marketing messages like ‘choose when to work’ and ‘choose when to get paid’, and the overall conversation is geared much more towards persuading the candidate to join Newcross and highlighting the benefits of working with us rather than exploring what the candidate already knows about the business or testing their level of clinical skill. Virtual Shift will evaluate skills levels so the recruitment team no longer need to. The number one priority for the team is to put them at ease. This reflects a significant shift in focus for the department and is already reaping the rewards.
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for staff, clients and branches
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Across the Business
Delivering excellenceWe’re beginning to see some spectacular results. Over 130 nurses started with Newcross this quarter across 13 weeks, which is more than started across Q3 and Q4 combined. Central Recruitment made 1377 active and had 1179 new starters this quarter and on average is booking around 450 interviews a week and around 150 inductions on average.
In Central Support we have managed to shave a third of our call wait time to just over 8.4 seconds.
Levelling upInterview pull-outs are one of the most time-consuming issues in the business so the Central Recruitment team is looking at how this can be reduced. A big aim is to improve interview turn out rates by 10%.
Our aim is for Central Support to be the perfect extension of the branch. And, although we’ve made great strides towards this goal, we are not there just yet.
6.3% of total hours booked by the business is through our Central Support team. This is a great result but we want to learn more from branches as to how we can help and enable them. We want to understand what the most commonplace challenges are for branches so that we can find solutions to these issues.
Kelly Gaffney, Central Recruitment Manager, has been at Newcross for around nine years working her way up from Recruiter to Team Leader, Assistant Manager and then Manager of the department. Kelly said, “A change we’ve welcomed recently is working much more closely with the Central Support team. We’re finding this is delivering great value for both departments.”
“We’ve looked at the way in which we train people too. The small tweaks we’ve made, such as giving new starters more responsibility, have meant they are much more engaged.”
Alice Dobb, Head of Contact Centre
“We’re already seeing the benefit of relationship executives who have been placed in branches. They are proving to be a real game changer. The app is significantly improving the rate at which we can get staff booked onto shifts too.”
Sarah Quick, Central Support Manager recently celebrated her 40th Birthday at Newcross. She’s been working with Newcross for six years:
“Newcross has changed dramatically since I first joined. One of the biggest changes is the HealthForceGo® app which is now picking up around 50% of bookings. We’re trialling new things all the time. The team is incredibly motivated and a lot of that is down to embracing such an inclusive working environment. The business is always changing, which raises the bar and makes our work-life even more interesting.”
Developing the Central Support function Newcross Healthcare’s journey began over 20 years ago. Since then we have grown to over 60 branches, innovated and developed our own tech and evolved with the times whilst never compromising on quality.
Now, we are one of the UK’s most successful healthcare staffing providers, leading the way within our sector. We have come a long way but our ambitions are far from small and we’re very excited about what the future holds.
To help us move forwards, building our status as one of the best providers of healthcare staff in the UK, we have introduced the new Relationship Executive role. Our Relationship Executives will work closely together with our business centre managers to cultivate long-lasting client and staff relationships.
As the Central Support function is an extension of our branches – this team is often picking up calls at weekends and covering staff when out of the business – it was imperative that we offered clients all of the staff expertise they receive as standard at branch level. It simply made sense to ensure the Relationship Executive function formed part of the team.
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Due to an internal promotion, Richard Morris is now Newcross Healthcare’s South Regional Operations Manager. Richard has been with the business just over a year. He started his tenure covering maternity leave for our Bath BCM. Richard has been supporting Bristol since last September and joined permanently in November.
He has gained the majority of his experience in the recruitment sector, having previously held positions in a global pharmaceutical firm and national recruitment business.
“I moved to Newcross initially because I saw an opportunity to grow with the business. I’ve always wanted to work somewhere I could make an impact. Newcross is great as it strikes the right balance between the commercial and care side. I’m hugely career driven and get a real buzz out of delivering great ROI, for our clients and for our people.” Richard Morris, South Regional Operations Manager
Richard is looking forward to embracing this new challenge and enabling his branch managers to deliver service excellence.
“I’m delighted to have Rich working as part of the regional team. He has built a very successful branch in Bath since joining us, and I am excited to see him continue to do this on a regional level. Rich’s passion, to provide the best levels of care, along with his ongoing focus on developing people makes him a perfect fit for this position.” Geoff White, Operations Director
Richard is incredibly tenacious. He took up gymnastics earlier this year with a group of his friends. They thought he was just kidding at first:
“I took my little boy to soft play one day and saw the guys in the gym tumbling and doing acrobatics. I thought it looked pretty cool and as I’m too old and broken for a lot of sport I thought I’d give it a go. I’m happy to say that I am now perfectly capable of both front and back somersaults! It is this very curiosity and determination that I hope to foster in my team. Let’s embrace change, challenge the status quo and together we will ‘rule the world’.”
Richard lives in Bath with his lovely wife, Laura, and little boy Stanley. He is a self-confessed ‘massive rugby fan’ and photography ‘nerd’.
Say ‘‘hello’’To our new South Regional Operations Manager
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NN When did you join Newcross?
RS I’ve been working for Newcross, in the Central Support team, for around 18 months. I have worked across all aspects of Central Support, from intercom to application acceptances, branch management to simply taking the calls as they come in. I have also assisted with clearing down any non-verified shifts and helped train new members of staff on the booking system and intercom.
NW I joined Newcross in April 2016 as a recruitment apprentice. When I finished the apprenticeship I continued working within recruitment, relocating to Bristol in April last year to help rebuild the department.
…And our new Relationship ExecutivesThis June, two internal staff (one from Central Support, Ryver Stix, and one from Central Recruitment, Natasha Woods) pipped internal candidates to the post and took up their positions as Relationship Executives within Central Support.
Newcross News took the opportunity to catch up with them just weeks into the new role to see how things were progressing…
NN What did you do before Newcross?
RS I held a wide variety of jobs, from a clinical hypnotherapist to circus manager and ambulance dispatcher. This meant I had a breadth of skills I could, and regularly do, employ here at Newcross.
NW I did some fundraising work.
NN Why did you interview for the new relationship executive role?
RS I am always up for new challenges and new experiences; helping Newcross dominate the market through excellence is definitely a worthwhile challenge.
NW I was looking to expand my knowledge and skill set and this new role offered me an opportunity to see the other side of the business; the aspects that recruitment don't deal with. Ryver and I complement each other in that we can share our skills in both CS and CR, making us a really dynamic team.
NN Now that your feet are firmly under the table, tell us about the role of relationship executive.
RS We ensure new hires have the best people fit and embrace the Newcross Healthcare ethos. It’s also our responsibility to book enough suitable staff for each shift as demanded by our clients and their service users.
NN We also cover the day-to-day bookings management, covering what we can and interacting with both clients and staff so that we match the right staff to the right shifts.
NW We will talk to the clients to understand their needs. We will also get to know the staff and keep them engaged and happily working for Newcross, which is a priority for us.
RS I think the role will make a positive difference to the bottom line. By developing a good rapport with people, our clients and staff members will trust us and feel confident that we can assist them when they need us most.
NW We will also take the pressure off any branches covering others. They no longer have to deal with that extra workload themselves.
NN What makes Newcross a good employer?
RS I like the team and the support from everyone here, I have felt better cared for by my managers than I ever have in any previous position.
NW The thing I like most about Newcross is the team dynamic. It's nice to be able to come to work, have a laugh and enjoy spending time with the people you are working with.
Across the Business
Shapingthe future
NN: So, how did you get into learning & development?
RST I was an HCA for around 20 years and started off in an 11-bed residential home. I quickly fell in love with my job. I wanted to join an organisation that gave back and treated their staff with the respect they deserved.
Although I started off as an HCA at Newcross, I was quickly snapped up for the associate trainer role. I did this for nine months and then applied for the clinical trainer job. I absolutely love it. It feels so natural to coach and share information with people. It’s incredibly rewarding to see these people develop and go back into the world sharing their new and improved skills and knowledge.
GM I’m actually a nurse by trade. I have over 35 years’ experience as a Learning Disability nurse. Before Newcross, I worked in a hospital for around 18 years. So that I could work agency side, I was told I needed more experience of working with older people and so spent 10 years working in a care home in Falkland. This offered a brilliant learning platform.
I joined as a staff nurse, then was promoted to charge
At Newcross, we believe in the importance of continuous learning and development. Read our Q&A with clinical trainer, Rainey Spencer-Taylor, and clinical trainer for Scotland, Gail McAdam, to find out why they think continued professional development is so important in today’s ever-changing world of work.
nurse, deputy manager and manager. I hadn’t meant to stay that long; I just relished the challenge. I stepped down to join Newcross. The role in training was a natural extension of all the experience I’d gathered along the way. I’ve always enjoyed sharing my learning with others.
NN: Why is learning and, more importantly, continued professional development so important today?
GM The care sector is continually evolving so just to remain compliant you need to continue your training. It’s amazing how quickly practices and policies change. We always need to be refreshing our course content and learning ourselves, even as trainers…
NN: What one thing would you like our staff to take away from reading this article and Learning at Work Week?
RST It’s your responsibility to keep on top of training for the good of service users and clients everywhere. If you learn something new every day it can make a huge difference to the person you’re looking after. For example, if they use Makaton, showing them you understand their language (even if it’s just a few basic words) could make all the difference, building strong bonds between you.
GM Put your learning into practice and show everyone out there what you know and the expertise you have. All you need to do is say, ‘I think I know a better way; can I show you?’.
NN: You train our staff in a wide range of courses here at Newcross. Which one, if you could choose any, would you
recommend our staff take and why?
RST Velocity course (HCA Meds, Epilepsy and Basic Life Support all in one day). I would have no hesitations in recommending this course to anyone. The training covers how to administer meds and if anything goes wrong it equips you with the skills to handle it. Plus, rescue meds ensure you can treat people having seizures. The course costs £50 (5000 training credits).
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Across the Business
Newcross clients champion our care serviceFrom time-to-time, we conduct client surveys. This is so that the establishments to which we provide healthcare professionals are able to communicate to us our strengths, and also to feedback on any potential areas for improvement.As an innovator within the sector, we rely on surveys and feedback to improve and refine the range of services we have on offer. Whether you're an establishment looking to take on our team, or an individual in search of more information regarding our complex care services; by looking at our Client Survey results, you'll be reassured that we continue to provide exceptional healthcare and our staff truly are among the best in the industry.
On 15th April, we gathered results from our most recent Client Survey, which gleaned some positive results.
• 94% of Newcross clients recommend Newcross
• Over 80% of Newcross clients who responded to our survey rated staff quality and expertise (80%) and reliability (85%) as highly important
• Behaviours and values of our staff were rated highly important by over 75% of Newcross clients
• 98% of clients stated reliability was their key driver when choosing and working with a staffing provider like Newcross
• Over 90% of Newcross clients said continuity of staff was important to them when working with staffing providers
• Over 90% of Newcross clients rated our overall performance as good or excellent [when considering their staffing provider criteria]
• Over 86% of Newcross clients rated our service as good or excellent [when compared with competitors]
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Survey 2019
As well as surveys, clients also have the ability to rate our care assistants via the HealthForceGo® app, recently rating 97% as 'Great.'
Read all about it at: nx.care/news
If you'd like to provide feedback to Newcross, we'd love to hear from you.
Email:[email protected]
Would you recommend Newcross services?
How would you rate the overall performance of Newcross?
Yes
No
Excellent
Good
Average
Poor
Very poor
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How energized are you? Have you stopped and taken stock recently? What’s your vision for the future? Sometimes it’s critical to stop and think, to analyse the micro and macro, in order for us to take that next step on life’s journey and level up. It’s part of the circle of life and it’s no different for the lifecycle of a business.
Just eight years ago our one aim and objective was to become the largest provider of nursing and healthcare staff in the UK. It is our belief that we have achieved this goal. But things don’t just stop there. We want Newcross to go from strength-to-strength. We want to move forwards and we want to take you with us.
We are re-imagining NewcrossAre you with us?
Now. This is the time. We are going to transition; from a good service provider to an outstanding one. We know we’re excited about this next phase for Newcross and we want you to be too.
We have a new guiding light – ‘our new North Star’ – and this is our vision, to be the world’s leading nurse resource management platform and the UK’s leading complex care provider. This will enable a return to a period of exponential growth and change over the next five years or so.
Business hackingIn order to achieve these ambitious goals, we must take stock of what we have and how we
do things. So, right now we’re business hacking. This means we are reviewing
our resources and processes and systems. We’re looking at how we do things and figuring out how we can do things just that little bit better. We are upskilling. We are re-tooling.
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It might seem daunting but we know we can do it. We’ve done it before. We started at zero and we’re now operating at a £120 million turnover. We are confident that this significant sea change for the business can be managed effectively.
Small changes in behaviours and processes within the business will make dramatic positive impacts moving forwards. This starts with our people, who are at the heart of our business, as well as the people we deliver our services to.
Investing in youWe are investing heavily in an array of new systems and cutting-edge technology that all aim to help our people to engage more with one another, as well as boost service and added value aspects for our clients.
This is a pivotal moment in Newcross’ history. In the lifetime of any business they tend to reach
a crux point at some time or other. This is the point at which businesses must transform or be overtaken by the competition. We truly believe that this is one of those moments for Newcross. It’s exciting! And, we want you all on this journey with us. Together, we will achieve success.
A blueprint for successFollow the plan, work hard, do the right thing and have fun doing it. Do all of these things and we will achieve our ambitions.
Hopefully, you can now appreciate our very real passion, commitment and energy for Newcross. We are so incredibly proud of everything we have achieved over the past 23 years and we are so unbelievably excited about the next.
We need you. Work with us and help us to be the best care service in the UK.
Thank youCompany update 2019https://buff.ly/2Zlp8Il
Newcross film
Across the Business
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Across the Business
End Point AssessmentThe starting point for NewcrossOn January 15th, Newcross became the first healthcare provider to deliver End Point Assessment (EPA) for apprenticeships in the UK. We are now actively delivering two healthcare EPAs through our new EPA team.
What is End Point Assessment?The End Point Assessment is a holistic assessment of the knowledge, skills and behaviours outlined and learned throughout an apprenticeship programme. It takes place when an apprentice finishes their apprenticeship with an employer.
Why has Newcross become an End Point Assessment provider?We are one of the largest independent healthcare providers of staff in the sector, delivering a high standard of care to multiple provision types. It made perfect sense to utilise our training expertise and branch out into End Point Assessment following the roll-out of the new apprenticeship standards. We are incredibly passionate as a business about what we do, and how we do it, so we are very excited to be involved with ensuring individuals meet these new industry standards.
What apprenticeships can Newcross assess?Newcross is the very first care provider to be approved as an End Point Assessor for Lead Adult Care Worker and Adult Care Worker standards.
Why choose Newcross to be your end point assessor?Here at Newcross we truly believe that every individual has a right to outstanding care when they need it. We feel privileged to be in a position to support those that have chosen a vocational learning pathway within the sector, whether that be entry level care, or leadership and management.
• We grow our own assessor community from our elite healthcare workforce.
• We have a fantastic reputation among those we care for.
• We have a network of centres all over the UK so we are able to deliver a nationwide service.
• We are an innovative, technology-driven organisation and have invested in a leading platform to enable us to deliver end-point assessments.
To find out more, please contact the EPA team:
Email: [email protected]
Phone: 023 8248 0125
With a workforce in excess of seven-thousand across the whole of the UK – carrying out everything from support work to nursing and regularly conducting clinical competency assessments, shadow shifts, virtual shifts, and clinical training for our own workforce – who better to support that final assessment?
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Rachael Cartwright, EPA Development Manager for Newcross
Learning & Development
Liquid Controlled DrugsGuidance
A regulatory body has reported that an increasing number of diversion/misuse incidents with controlled drugs (CDs) by healthcare professionals are occurring. Each time a liquid is emptied from a bottle, measured and then returned, there is a potential for slight loss of the product. This loss can accumulate over time resulting in significant discrepancies. The key for Newcross staff is to ensure that the client’s processes and procedures are strictly followed. To support you, we have created a Handling and Managing Liquid Controlled Drugs (Liquid CD) guide, which includes some handy tips and advice on best practice.
View our Handling and Managing Liquid Controlled Drugs (Liquid CD) document at: https://buff.ly/2Zns8jo
To find out more, contact the Clinical Governance TeamT: 0117 911 9677 E: [email protected]
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A voyage of discovery
The Newcross Voyager Programme is truly bespoke and uniquely designed to take our senior managers on a journey of developing leadership fluency.
We recognise and embrace the need to invest in our leaders to ensure they have a full range of tools to draw upon and utilise in any situation.
Recently, our senior management team – Head of Contact Centre, Alice Dobb; Head of IT, Hamish Irving; Chief Technical Officer, Julien Atanasyan; Chief Marketing Officer, Greg Holt; Management Development Specialist, Ole Dodwell; and Head of Clinical Governance, Juliette Millard – completed a three-day trek in the majestic Scottish Highlands. This dramatic change in environment was selected to help facilitate time and space for our senior leaders to reflect and identify a clear, combined development plan.
The backbone of our business is structured around the learning and development of all our staff and team members.
Voyager Programme 2019https://buff.ly/2Lhihqr
Newcross film
“Self awareness is the key to self development and real life is the best classroom.” Mark Story, Head of Learning and Development
“What got us here, will not get us there - we need to continually challenge existing procedures and innovate.” Stephen Pattrick, Chief Executive Officer
“We put people at the heart of our business.” Michelle Gorringe, Managing Director
“Challenge yourself to be the best version of you.” Tracy O’Kennedy, Employee Experience Director
“A truly challenging, surprising and energising experience. Unlike any previous leadership training!” Greg Holt, Chief Marketing Officer
“This was an amazing experience. Receiving such in-depth feedback so early on in my Newcross career was incredibly helpful. It’s united us as a team so we’re now all focused on delivering an exceptional experience for staff, clients and branches alike.” Alice Dobb, Head of Contact Centre
This spring, we started training our newly recruited nurses using the ‘agile’ approach.
What is Agile Recruitment for nurses?Our ‘agile’ recruitment method is exactly that – agile – and this means the recruitment process is now quicker, more engaging and more focused on supporting nurses into working with us.
It brings nurse recruitment in-line with HCA recruitment so that it now incorporates:
A new online application form
Interviews using the whereby.com platform
Invitation to complete the new Virtual Shift for nurses, which replaces the skills check, meds competency check and induction DVD’s
Virtual Shiftfor nurses
Welcome
Mark Story, Head of Learning and Development, said:
“The Virtual Shift for nurses was developed by nurses, for nurses. It puts the nurse directly into an online shift in the ‘Newcross Nursing Home’ where they have to respond and make every day decisions on the clinical needs of various residents they encounter.
“The issues they come across represent some of the most common issues they will encounter during their Newcross career. These issues range from End of Life Care, Sepsis and Diabetes to Dementia, PEG feeding, Medicines Administration and Safeguarding.
“The objective is for nurses to demonstrate their clinical skills as well as their knowledge of good practice in a care setting. Throughout the shift, the nurses are asked to complete their daily records to ensure an effective handover at the end of the shift.
“As of today, just over 100 nurses have completed the Virtual Shift - along with other improvements to the nurse recruitment process we have seen a significant increase in the number of nurses joining us.”
If you’re new to the business and haven’t yet completed your Virtual Shift, it’s time to access our myLearning portal through myNewcross and get started. You’ll need to have completed each stage of the Virtual Shift before you can be made active and can gain access to live shifts on our HealthForceGo® app.
We really look forward to seeing the positive impact these changes will have on the experience of nurses who join Newcross. If you have any questions or feedback, we’d love to hear from you.
Please get in touch with the Learning & Development team or email
Learning & Development
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Charity & fundraising
A team of nine members of the Newcross Central Support and Central Recruitment teams got together and ran their hearts out all in the name of charity.
Team NX ran in the Bristol Pretty Muddy 5k race for Cancer Research UK. One of the team, Kim Urwin-Nash, ran in memory of her father who sadly passed away in 2010.
Another runner, Rich Godfrey, came first of around 200 people who ran at his start time and another colleague Nathan Caney joined him in second place.
Rich said:
“I know it’s the ‘taking part’ that counts but I set out to put in a good time when I registered for the event and I’m really pleased with the outcome.
“We couldn’t have asked for better weather. The obstacles were great (very muddy!) There was a lot of crawling through mud, climbing over and sliding down inflatables. I haven’t been on a space hopper, or given piggy backs since I was little so it was our moment to release ‘the inner child’.
“It was great to help raise money and awareness for Cancer Research UK and to have some fun with colleagues outside of work too.”
Newcross get pretty muddy!
£29k donated to help families affected by Cyclone IdaiIn April, we donated £29,500 to ShelterBox, a charity that delivers essential aid and shelter to families devastated by conflicts or natural disasters.
We were moved to act after hearing about the thousands of families in Mozambique, Malawi and Zimbabwe who lost everything due to Cyclone Idai, which swept across southern Africa causing severe flooding and devastating land, livestock, homes and infrastructure. The cyclone left vast areas uninhabitable and families homeless and vulnerable.
Our donation purchased x50 shelter kits, worth £590 each, containing essential kit such as: heavy-duty tarpaulin, rope, useful tools including a hoe, handsaw, shovel and claw hammer, nails, tie wires and tin snips.
The shelter kits helped victims make immediate and urgent repairs to their damaged homes in the aftermath of the cyclone or help them to create vital temporary shelters for their families.
Managing Director, Michelle Gorringe, said:
“We hope that the money we’ve donated went some way to helping those affected to start putting their lives back together again and move on from this awful natural disaster.”
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Across the Business
Over the past couple of months our staff have come together and raised some much-needed funds for a range of worthy causes.
We recently reported that staff were dressing down for Macmillan in aid of one of our colleagues, Nick Harris’ father, who lost his third battle with cancer last December. Nick himself completed a 26-mile hike with family and friends in an astonishing 11.5 hours. The Newcross team got behind Nick’s campaign, put in a sterling effort and raised an extra £203.13 for the charity. This was kindly fund matched by Newcross, taking the total fundraised to £367.63. Nick’s original fundraising target was £2000, which has been surpassed by a staggering £229 and now stands at £2229.
We also held a Dress Down Friday on behalf of Pilgrims Hospice, East Kent’s largest hospice charity as nominated by our very own Ashford branch. They give care and support to people facing incurable illness to live well in every moment. Our team raised over £100 supporting people throughout the county get the dignity and support they need during end of life care.
We appreciate that every little bit of fundraising counts so branches have the opportunity to
On 15th March 2019, staff across Newcross branches got together for a special Dress Down Friday event to raise funds for the Red Nose Day charity.
Comic Relief spends the money raised by Red Nose Day to help people living tough lives across the UK and internationally.
Staff donated just £2 for the privilege of ‘dressing up’ in their finest fancy dress outfits, official Red Nose Day merchandise and red clothing. Almost £200 was raised for this brilliant cause.
Nick Harris
Newcross staff raise almost £500 for charity in three months
Red Nose Day 2019
choose to get involved in local activities close to their hearts too. Dementia is top of mind for those at Newcross as every staff member is automatically enrolled into the Dementia Friends programme.
In the average time it takes to bake a batch of cakes, six people in the UK will develop dementia. It is now the leading cause of death in England and Wales, overtaking both cancer and heart disease. With this in mind, our Worcester branch held its very own bake sale on behalf of the Alzheimer’s Society’s national Cupcake Day on 13th June. By baking some delicious treats, the team raised £30 helping to fight against dementia, the UK’s biggest killer. Our contribution will go towards funding pioneering research, crucial support services and vital care.
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Marketing
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Nurses’ Day2019
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Thank you to all
Newcross nurses provide all-important care and
support to service users and their families in a
variety of care settings.
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To highlight the excellent work they do we ran a Nurses’ Day 2019 campaign to showcase our super nurses and the care they provide.
Nurses’ Day 2019https://buff.ly/2HlCPgi
Newcross film
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Marketing
our Newcross nurses
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Lights, camera,action!Our campaign manager, Laura Hawthorne, tells us all about the production of the latest Newcross film shoot.
In marketing, we have been working on concepts for new adverts, "Carers Over Coffee" and "A Day in the Life", to support the roll out of HealthForceGo®.
Each video in the ‘Carers Over Coffee’ segment focuses on promoting a specific aspect of the app and how it can make working for Newcross straightforward and stress free. Based on realistic real-life scenarios, we demonstrate how HealthForceGo® makes working for Newcross a breeze!
The "Day in the Life" series depicts how you can fit your Newcross shifts around a busy family schedule. It also ties in the app and demonstrates
how unique features like Flexi Pay could help you if you
needed some quick extra cash.
Everything was meticulously planned in advance of the shoot. There were shot lists, call sheets, prop lists,
cast and costume details – no stone was left unturned. Once shooting is wrapped there is an agreed allotted time for editing, revisions and final delivery.
“My input on the shoot was to help produce the films.” A producer oversees a film project from start to finish and is involved at every stage in ensuring each detail is on brand and relevant. During the shoot itself I was representing the interests of Newcross on set. I needed to make absolutely sure we got the shots we needed in the style required. Before ‘action’ was sounded, I’d ensure the actors were presented correctly and delivered their lines in the right way. I was effectively the film crew's client, and would need to step in and say "Stop – we need to shoot this differently" if I didn't think something was working.
“Like all big projects, there were challenges.”Last minute changes are always stressful, but inevitable in a fast-paced environment. There was a particular shot I really wanted to capture during one of the projects but when we tried it a few times it just wasn't translating well onto screen. We had to think on our feet and came up with a workaround. Collaborating with our excellent film crew, we nailed a good result.
A Day in the Lifehttps://buff.ly/2ZmyYcU
Carers Over Coffeehttps://buff.ly/2Z9knSRNewcross films
Laura HawthorneCampaigns Manager
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As seen on TV!Breaking news! Our Truro branch provides the whole of Cornwall with one of the largest teams of registered nurses, care assistants and support workers in the county. However, as demand continues to outstrip supply, we need increasingly more staff to fill shifts.
Adult social care in Cornwall, as in many other areas, has been dealing with increasing service demand as our populations grow and lifespans extend.
Currently, 1 in 4 of the Cornish population are over 65.
The Truro branch often has more no covered hours than any other branch nationwide.
To meet this demand for our care services, we need to ensure that we have the right volume of staff to cover shifts and that nurses and carers and those considering a care profession are aware of the benefits offered when working for Newcross. As marketing channels continue to fragment we need to find and consider new and more effective ways of communicating our messages to the right people. This means trialling new advertising strategies and channels.
TV trialsFor power and attention, it’s tough to top the many advantages of television advertising. No other advertising medium combines sight and sound and has such a grand impact. Not only does the average person watch for four hours a day, TV advertising also has a ‘halo effect’ – by raising awareness it enhances the performance of other marketing channels.
With Sky AdSmart’s technological advances, different ads can be shown to different households watching the same programme! This means that Newcross will be advertising to over 12,000 selected households across Cornwall. This targeted audience includes a high proportion of people who are more likely to join us!
A Day in the Life & Social Experimenthttps://buff.ly/2ZlizVXNewcross TV Adverts
Marketing
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Smiling matters: The decline of oral health in care homes
Did you know?
Did you know? Mouth pain can have a huge impact on people with dementia, and can lead people to stop eating completely
Sally Copley, The Alzheimer’s Society
Newcross has been trialling its new ‘Excellence in Care’ training courses with care staff across the country, which features a section on oral hygiene, and here’s why…
Looking after one’s health is a very basic human need. Whether it’s getting the right exercise, having the right diet or getting the right care, we all need to be healthy in order to live a happy and full life. This doesn’t change when we get older. In fact, good oral health keeps people free from pain while allowing us to freely express our emotions and this is particularly important in old age. It also enables us to take enjoyment from eating and drinking and take pride in our appearance. These are simple, small little things that can make a world of difference to people at all stages in life but especially for the elderly and those living in care home settings.
Recognising this as a key aspect in the care of the older population, the CQC set out to produce findings on the state of oral care in UK care homes.
In late 2018, dental health professionals accompanied CQC officials on 100 inspections and have this month released their findings.
Among the homes visited:
• Most had no policy to promote and protect people’s oral health (52%)
• Nearly half were not training staff to support daily oral healthcare (47%)
• 73% of care plans reviewed only partly covered or did not cover oral health
• It could be difficult for residents to access dental care
• 10% of homes had no way to access emergency dental treatment for residents
“For those with chronic conditions, good oral care can help make sure they can take the medicines they need to prolong health. Good oral health can also reduce the risk of malnutrition, which is thought to affect around 1.3 million older people. And it can reduce the risk of acquiring aspiration pneumonia, particularly in residential settings. These conditions can lead to people becoming frailer and can be fatal.”The Care Quality Commission, ‘Smiling matters: Oral health care in care homes’, June 2019
In an interview for Nursing Times, the chief inspector for adult social care at the CQC, Kate Terroni, said: “Oral health has a huge impact on our quality of life and we need professionals across a number of sectors to make changes to ensure it is given the priority it needs in care home settings.
“Oral health cannot be treated as an afterthought,” she said. “It can make the difference between someone who is free from pain, enjoys eating and
is able to confidently express themselves through talking and smiling – and someone who is in pain, unable to enjoy their food and who covers their mouth with their hand when they smile because of their poor oral hygiene but unable to address it themselves.”
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Newcross brush up on their skillsSince February, Newcross Healthcare has delivered three ‘Excellence in Care’ training course pilots with its Eastbourne, Peterborough and Romford branches. So far, 15 staff members have completed the course which covers off a number of basic hygiene and self-care related subjects including dressing and undressing, hand and foot care, shaving and hair care. The course also covers a section on oral hygiene. So far, the feedback has been incredibly positive.
Given the increasing need to focus more on oral health and self-care in care homes across the UK, and based on the success of these pilot initiatives, our clinical training team is currently pulling together a roll out plan that will benefit more staff across the business. We will be releasing further details to our staff in due course.
Reading
This report from CQC shows what they found from a review on the state of oral health care in care homes across England
https://buff.ly/2WZe2mV
“Our Excellence in Care training course was highly valued by our staff who trialled it as it summarises clearly not only how care should be delivered but highlighted the pitfalls too. For example, areas of care where staff might easily become complacent or where they could be at risk of generalising a service user’s care instead of ensuring it remains person-centered. It’s a very interactive course with lots of activities. At one point staff members have to shave foam off a balloon ‘face’; hilarious, yes, but also very insightful.” Lauren Irish, Newcross Clinical Trainer
“Care home managers must recognise the significance of oral health – and professionals including GPs, dentists, dental hygienists and community nurses need to work together to elevate the importance of oral health in care homes and to prioritise this as part of their work,” she added.
“By working in partnership, we can make a positive impact on the quality of life of people living in care homes,” she said.
Help and Advice
Congratulationsto all of our 2019 winners!
Congratulationsto all of our 2019 winners!
Seven lots of 10,000 Newcross Perks at Work WOWPoints, worth £100, have been given away each week. The giveaway culminates in our GRAND
PRIZE of 500,000 WOWPoints – that’s £5,000! – which we will give away to one lucky Newcross staff member in september.
WOWPoints are so flexible, you get to choose what you win. You could treat yourself to a new phone, a TV, some new clothes and even an
exciting adventure or two.
our most hard-working, loyal healthcare staff have been rewarded this summer
with our WOW Factor prize competition
Save with Perks at WorkDON'T WORRY IF YOU DIDN’T WIN THIS TIME. TREAT YOURSELF AND YOUR LOVED
ONES WITH SAVINGS ACROSS SIX CATEGORIES AT OVER 30,000 RETAILERS. SIMPLY LOG ONTO YOUR NEWCROSS PERKS AT WORK ACCOUNT VIA MYNEWCROSS.COM OR
HEAD STRAIGHT TO THE PERKS AT WORK WEBSITE WITH YOUR USUAL MYNEWCROSS LOGIN DETAILS. IF YOU HAVE ANY QUESTIONS, PLEASE DIRECT THEM TO YOUR
BUSINESS CENTRE MANAGER IN THE FIRST INSTANCE.
Save with Perks at WorkDON'T WORRY IF YOU DIDN’T WIN THIS TIME. TREAT YOURSELF AND YOUR LOVED
ONES WITH SAVINGS ACROSS SIX CATEGORIES AT OVER 30,000 RETAILERS. SIMPLY LOG ONTO YOUR NEWCROSS PERKS AT WORK ACCOUNT VIA MYNEWCROSS.COM OR
HEAD STRAIGHT TO THE PERKS AT WORK WEBSITE WITH YOUR USUAL MYNEWCROSS LOGIN DETAILS. IF YOU HAVE ANY QUESTIONS, PLEASE DIRECT THEM TO YOUR
BUSINESS CENTRE MANAGER IN THE FIRST INSTANCE.
