Welcome PACK BROOK VIEW WEST MOORS We have prepared the enclosed information to help you settle in quickly and comfortably. Once you are familiar with all aspects of life in the home, and with your permission, we’ll collect this folder so you don’t need to store it in your room. Please be assured that this information is also available on our website www.BrookViewCarea.co.uk, plus if preferred, you can request a copy at any time in the future for reference. All photographs featured are genuine photographs from within the Colten Care family, but not necessarily of Brook View. friendly • kind • individual • reassuring • honest Welcome to Welcome Colten Care Colten Section 1 Welcome to Colten Care friendly • kind • individual • reassuring • honest Our promise and values Colten Care has a guiding promise, to which each of our team can be held accountable. Our promise, ‘Cherishing You’, is made to every individual resident. It’s a commitment to a style of care which is underpinned by our five values. Friendly – welcoming, approachable, eager to listen and help Kind – respectful, patient, thoughtful, taking time and doing what’s needed Individual – attentive, responsive, embracing uniqueness Reassuring – high standards, inspiring trust and confidence, taking responsibility Honest – realistic, open, ready to acknowledge mistakes and put them right, unafraid of difficult conversations. Welcome to Colten Care 3 I’m Mark Aitchison, the Chief Executive of Colten Care and I’d like to welcome you personally to the Colten Care family. The idea of family is central to us in so many ways. We are a family owned and run business, which means we’ve been free to create our homes without compromise; with the kind of facilities and care we’d like our own loved ones to enjoy. As a team we have developed a promise we make to our residents, underpinned by five values. These are explained on the sheet opposite and examples of our values in action can be seen in our Values Book in reception as well as diary stories on our website. Working with our sister company, Colten Developments, we have built a family of homes across Dorset, Hampshire, Wiltshire and West Sussex. Our first opened in 1980 on Lymington high street, while our footprint most recently extended into West Sussex in 2015. We are very proud of each of our homes, recognising that each has its own distinctive character and personality, which is developed and nurtured by the staff, residents and their friends and families. We are all one team committed to providing you with the highest standards of clinical and social care, so you are free to enjoy each day the way you choose. We hope that you will quickly find life in this home to be comfortable, welcoming and enjoyable. I’ll hand you over now to your Home Manager, who will explain a little more about the home. Mark Aitchison Chief Executive Welcome to Colten Care 5 Welcome to Brook View... ... an ideal and idyllic residential and nursing home. Hello, I’m Maggie Tomlin, Home Manager and it is my role to ensure that Brook View’s residents receive the best possible care and quality of life. My accent quickly gives away that I am Scottish by birth. But I settled in Poole with my husband after a period travelling the world with his job in the RAF. Brook View also has its own Scottish mascot - my West Highland Terrier Geordie - who comes to work with me each day and is popular with staff and residents alike. I have managed nursing homes for over 20 years, including 15 years with another provider in the South and I would like to think that care is my vocation, rather than my job. I think Brook View feels a lot like a family home: comfy and welcoming, with plenty of natural light, not least in our spacious lounge overlooking the gardens. 6 Welcome to Colten Care And life here at Brook View enables residents to retain their individuality and independence, while feeling safe, cared-for and part of a community. We have a full programme of daily activities, which you can dip in and out of as you wish. We welcome residents’ family and visitors and host regular entertainment from outside organisations. We also have an in-house hair salon and a garden room which can be enjoyed all year round and the home is situated just a short distance from the many shops and amenities of Ferndown. This pack has been written to help you settle in. I hope it gives you all the information you need about the facilities, day-to-day services and roles of the various staff members. But if having read it you have any questions, please don’t hesitate to speak with me or another member of the team. My door is always open and Geordie and I look forward to welcoming you. the team Introducing Introducing Section 2 Introducing the team friendly • kind • individual • reassuring • honest Welcome to Colten Care Introducing the team 7 Introducing the team Our home has around 100 staff, most of which are permanent but we do have some more flexible ‘bank’ workers who we can call on from time-to-time. Those on the ‘bank’ team are very much part of Colten Care, and often work at more than one of our homes. All of our staff undertake a comprehensive induction and training programme on their arrival and then continue to benefit from regular training, depending on their role, to ensure professionalism as well as compliance. We are delighted that many of the team have worked in our home for a very many years, bringing the benefit of plenty of experience. We each have a different daily role but be assured that each person is part of one team, committed to you, ensuring your happiness and comfort each day. If you have any questions about staff teams, individuals, training etc. then please feel free to ask the Home Manager. We will now briefly explain some of the key staff roles in the home: Home Manager: is ultimately responsible for every aspect of life in the home. Our managers have substantial care home experience 8 Introducing the team Welcome to Colten Care (many of who are registered nurses) and will have been able to demonstrate their managerial and leadership abilities. Head of Care: is a nursing professional who leads the nurses and healthcare assistants, overseeing all aspects of clinical care in the home. The Head of Care will also deputise for the Home Manager when they are away. Home Administrator: manages clerical and other daily administrative tasks in support of the Home Manager. Will often liaise with families and friends on behalf of residents. Customer Adviser: responsible for helping nurture and manage enquiries into the home – conducting show-rounds and ensuring new residents’ arrivals are smooth. Activity Organiser: plans and delivers a full daily programme of optional activities designed to meet the many different interests of our residents. Colten Companions: often working alongside the Activity Organiser this team provides companionship and support for residents who can’t or choose not to participate in the group activities. Welcome to Colten Care Introducing the team 9 Chef: leads the kitchen team, including Kitchen Assistant and Kitchen Domestic as well as the waiting team. They are responsible for the ordering and preparation of food. Regular liaisons with the Head of Care means any clinical nutritional requirements can be incorporated, as well as liaise direct with residents to respond to specific preferences and requests. House Keeping & Laundry: ensures your room and home is spotless, odour free and that your clothes and linen is clean, fresh and ironed. Gardener: ensures that the outside areas of our homes are beautifully laid-out, relaxing and safe. They will often involve residents who want to maintain their enjoyment of plants and the garden. Some tend a kitchen garden. Maintenance: ensures everything functions in the home and in the residents’ rooms, as intended. He or she will also provide support for residents who need help in their room with furniture or hanging pictures. All staff wear a badge to help you with their names. You will come to recognise the different uniforms or job related clothing. 10 Introducing the team Welcome to Colten Care Central support: Colten Care has a central office-based team whose role is to support our homes teams in many different ways. These teams are often in the home so you may meet these people from time to time. The ones more likely to visit your home are: Operations team providing clinical, quality, commercial and admin support. HR team providing recruitment, training, personnel, health & safety support. Estates team providing maintenance support. Marketing team providing support with events and enquiry generation. Welcome to Colten Care Introducing the team 11 Company structure Colten Care is wholly owned by the two founder families and does not have any external shareholders to satisfy. There is a board of directors, responsible for overall governance and setting the company strategy. The entire staff team is split into six departments, each with a ‘head of department’ who sits on the Executive Board with the Executive Chairman. It is this Executive Board that makes the decisions on the day to day running of the company, reporting to the CEO. The structure can be summarised below with the people’s names and contact email addresses should you want to contact them direct. COMPANY DIRECTORS ADRIAN OTTEN IAN HUDSON JOHN COLWELL JOINT CHAIRMAN EXECUTIVE CHAIRMAN JOINT CHAIRMAN RICK OTTEN MARK AITCHISON GEORGE COLWELL PROPERTY DIRECTOR CHIEF EXECUTIVE/ ESTATES DIRECTOR FINANCE DIRECTOR EXECUTIVE BOARD IAN HUDSON MARK AITCHISON