Let’s Talk Social Care!

Issue 129 I March 2024

Fostering Inclusivity
in Social Care

In This Issue:
A COMMISSIONER THE POWER WHAT KEEPS AN UNLEVEL
FOR OLDER OF ADVOCACY ME AWAKE PLAYING FIELD
PEOPLE FOR Michelle Cox-Coley AT NIGHT FOR LGTBQ+
ENGLAND IS Operations Director, Angela Boxall SENIORS
NOT ENOUGH Iris Care Group Chief Excutive, Tom Scaife
Caroline Abrahams Majesticare and Head of Seniors Housing,
Charity Director, Age UK Chair, Care England Knight Frank
 Recruit2Care offers an affordable service that
supports social care providers by recruiting
talented nurses and care staff from overseas

INTERNATIONAL RECRUITMENT
We pride ourselves on being the anchor in the overseas recruitment process.

SHORTLISTING
We offer the employer a stress-free, efficient
service during the careful shortlisting process.

RELOCATION
We provide professional relocation support with
all visa issues covered to arrive safely and work in the UK.

PASTORAL CARE
We are committed to the professional’s wellbeing
through ongoing logistical and pastoral support.

WHY RECRUIT INTERNATIONALLY?

l Increased retention rates l Save on agency costs l A committed and loyal workforce

RECRUIT2CARE DO NOT CHARGE FEES TO INTERNATIONAL NURSES WHICH ADHERES

TO THE UK’S CODE OF PRACTICE FOR INTERNATIONAL RECRUITMENT.

Email info@recruit2care.co.uk for a free consultation

www.recruit2care.co.uk
Inside Issue 129 Subscribe to Care Talk at:
subscribe@caretalk.co.uk

This month we’re talking... TA L K I N G C A R E TA L K

Contributors
O N T H E ROA D
4
A message from the editor
Learning Disabilities 42
& Autism Coming up...
Thank you to everyone who has contributed to this
24 magazine. Do keep your articles, news and views coming!
I N M Y O P I N I O N Everybody has the right S O C I A L C A R E’S
6 to a sporting chance Caroline Abrahams
G OT TA L E N T
Professor Martin Green Charity Director, Age UK
Leading the Way Liz Blacklock

TA L K I N G
in Social Care
44
Fostering Inclusivity We nurture whatever
ambitions our team hold
Chief Executive, National Association
of Care & Support Workers
Chair, Voluntary Care Professional Register
Angela Boxall

in Social
06 Wellbeing Care
is all about
‘Thriving and not just surviving’
46
Turning trauma
Chief Executive, Majesticare
Chair, Care England
6 into purpose Michelle Cox-Coley
A Commissioner for TA L K I N G
Operations Director, Iris Care Group
Older People for Englan
is not enough Children & Dr Carole Easton OBE
9
An unlevel playing field for
Young People Chief Executive, Centre for Ageing Better

LGBTQ+ seniors 26 Jonathan Freeman

Navigating a new normal Chief Executive, CareTech Ltd
10
The power of advocacy TA L K I N G Karolina Gerlich
Chief Executive, The Care Workers’ Charity
Technology Professor Martin Green
28 Chief Executive, Care England
How a US tech giant
is changing lives Vicky Haines
in social care Managing Director, Kingsway Care

Stephen Lewis
Ambassador, Dimensions Learning Disability
R E A L L I V E S P RO D U C T S and Autism Leaders’ List
& S E RV I C E S
30 Glen Mason
12 Sharing lives ensures 48 Managing Director, C4 Care
Expert perspectives families stay together Care Homes by design
4 Shirley Pearce BSc MRCOT
We need to challenge ageism Founder and Chief Executive, Understanding Dementia
in all aspects of society
L E T ' S L E A R N Tom Scaife
Head of Seniors Housing, Knight Frank
49
When life gives you lemons... Dave Shaw
TA L K I N G 50 Director, Sanctuary Supported Living
Equality, diversity and
Social Care inclusion support for
social care
Lizzie Salter
House of Memories Programme Manager, Liverpool Museums
16
Positive pathways Tony Thiru
in social care Chief Executive, Fulcrum Care Consulting
18 Chris Thomas
Embracing a Co-founder, Litenet
humanistic approach
19 David Thompson
Succession planning Chief Executive, Inicio Group
31
in action! Striking a pose Sam Turner
20 at Stow Healthcare Digital Inclusion Manager, Community Integrated Care
Voluntary Care 52
32 Taking pride in memories
Professional Register Challenging the stadards of Jenny Wilde
dementia training Partner, Acuity Law

33 Lesley Wines
How a YMCA legacy Social Work Team Manager, East London & Essex
blossomed into a Wish Tree Jewish Care

Contact us
C H AT
34
CO-PRODUCTION COUNTS!
SPICE up your life! Advertising:
35 advertising@caretalk.co.uk
IT'S NEVER TOO LATE TO CARE
B U S I N E S S B A N T E R General:
Nothing MATCHes info@caretalk.co.uk
a career in care! 54 Editor: Lisa Carr
36 An evolving lisa@caretalk.co.uk
WHAT KEEPS ME
risk landscape
Communication Executive: Kirsty Hollins
AWAKE AT NIGHT
Angela Boxall This month Kirsty Meets... kirsty@care-awards.co.uk
Graphic Designer: Tony Johnson
38 56 tony@tonyjohnsoncreativedesign.co.uk
HAVE YOUR SAY! Tony Thiru
40 Tell us your news, views
ASK THE EXPERTS
"How do you amplify
The Legal Bit and suggestions!
editorial@caretalk.co.uk
22 the voices of people who 58
Empowering through advocacy A word of warning
utilise your services?"
Follow us!
@CareTalkMag Care Talk
Coming up for the April 2024 issue:
■ CARE AND COMMUNITIES ■ THE VALUE OF VOLUNTEERS Care Talk is a trading name of Care Comm LLP
Suite 2, Slapton Hill Farm, Slapton, Towcester,
■ C O L L A B O R AT I O N A N D C A R E : T R A N S F O R M I N G S O C I A L C A R E TO G E T H E R Northamptonshire NN12 8QD 07973 403535
 This month we’re talking...

tion L is t Welcome to the March issue of Care Talk which focuses on

Circu la Fostering inclusivity in social care.

alk
mo nth ’s Care Tstaff? Many people who work in social care will be familiar with Wendy Mitchell,
a renowned dementia campaigner who recently passed away. Wendy was a
Has this ad by all your valued contributor to Care Talk, and we will forever appreciate her unique and
been re list to be sure! candid insights from the perspective of someone who was living
Use our well with dementia. She was an incredible and brave woman who
ive
C hief Execut ector inspired and educated many, and her loss will be deeply felt by
■ Dir the sector and all who knew her.
M anaging ager
■ Man
Re gistered Diagnosed with early-onset Alzheimer's disease at 58, Wendy
■ campaigned tirelessly to raise awareness of dementia, breaking
pervisor
■ Su Staff
down barriers, reducing stigmas, and promoting a more
inclusive society where people with the condition could live
■ Care llary Staff with dignity, respect, and autonomy. Through her courageous advocacy and
ci
■ An ice Users unwavering determination, Wendy Mitchell's legacy will continue to inspire
others to foster inclusivity and support for people living with dementia.
rv
■ Se lies
mi
■ Fa As we explore the theme of Fostering inclusivity in this issue, an array of
brilliant contributors explore the pivotal theme of promoting inclusion in
social care, diving into the significance of creating environments that embrace
diversity, promote equality, and enhance the overall wellbeing of individuals
within the social care framework.

Thank you for reading this month’s Care Talk and as we step
into Spring here's to a month filled with inclusion,
compassion, and joy!

Lisa
@lisa_caretalk

4
 S U P P O R T E D B Y

IN CARE AWARDS
Celebrating Excellence in
Dementia Care

1 3 T H J U N E 2 0 2 4 ● ROYA L L A N CAS T E R H OT E L , LO N D O N

A w a r d C a t e g o r i e s
★ THE DEMENTIA CARE EMPLOYER AWARD ★
★ THE DEMENTIA FRIENDLY COMMUNITY PROJECT AWARD ★
★ THE DEMENTIA CARE HOME WORKER AWARD ★
★ THE DEMENTIA REGISTERED MANAGER AWARD ★
★ THE INTERGENERATIONAL ACTIVITY AWARD ★
★ THE ACTIVITY COORDINATOR AWARD ★
★ THE OUTREACH AWARD ★
★ THE DEMENTIA TRAINER AND WORKFORCE DEVELOPMENT AWARD ★
★ THE INNOVATIVE SPACES WITHIN RESIDENTIAL CARE: DESIGN AWARD ★
★ THE ASSISTIVE TECHNOLOGY FOR PEOPLE LIVING WITH DEMENTIA AWARD ★
★ THE DEMENTIA’S UNSUNG HERO AWARD ★
★ THE DEMENTIA FRIENDLY BUSINESS AWARD ★
★ THE RESPITE HOLIDAY PROVIDER AWARD ★ Closing
★ THE DEMENTIA COMMUNITY CARE WORKER AWARD ★ date for
nominations
★ THE INSPIRING VOLUNTEER AWARD ★
★ THE ADMIRAL NURSE AWARD ★ 31st MARCH
2024
★ THE CREATIVE NUTRITION AWARD ★
★ THE DIVERSITY AND DEMENTIA AWARD ★
★ THE SUPPORTING PEOPLE WITH A LEARNING DISABILITY AND DEMENTIA AWARD ★
★ THE LIVING WELL WITH DEMENTIA: CO-PRODUCTION AND PARTNERSHIP AWARD ★
★ THE CREATING SPACES FOR PEOPLE LIVING WITH DEMENTIA: DEVELOPER AWARD ★
★ THE INSPIRATIONAL PERSON LIVING WITH DEMENTIA AWARD ★
★ THE UNPAID CARER AWARD ★
★ THE OUTSTANDING CONTRIBUTION TO DEMENTIA AWARD ★

N o m i n a t e N O W a t :

www.dementiacareawards.co.uk
 I N M Y O P I N I O N

Fostering inclusivity
in social care
Professor Martin Green, Chief Executive at
Care England sets out different approaches
for organisations to consider when fostering listening to service users, and providing accessible
equality and diversity within social care. communication methods for those with disabilities
or language barriers. Regular feedback sessions and
open forums can also encourage dialogue and promote

“ Policies should outline understanding among staff and service users.

the organisation’s commitment Good social care requires a focus on providing person-
centred services that respect the individuality and

to equality, non-discrimination,
diversity of each service user. This involves tailoring
care plans to meet the specific needs and preferences

and diversity.”
of each individual, taking into account their cultural,
religious, and personal beliefs. By recognising and
valuing the uniqueness of each person, social care
providers can ensure that everyone receives the support
and care they require.
Promoting equality and diversity in social care is crucial
for creating an inclusive and supportive environment
Building partnerships with community organisations
for individuals from all backgrounds. There are several
that promote equality and diversity can be beneficial
aspects that organisations need to consider when
in creating a more inclusive social care environment.
promoting equality and diversity in social care.
These organisations can provide valuable resources,
support, and guidance on diversity issues. Collaborative
One of the first steps is to raise awareness among
initiatives, such as joint events or workshops, can also
staff, service users, and the wider community. This can
help raise awareness and foster a sense of community
be done through training sessions, workshops, and
among staff, service users, and the wider community.
educational programmes that highlight the importance
of equality and diversity in social care settings. By
To ensure ongoing progress in promoting equality
increasing awareness, individuals can better understand
and diversity, it is important to regularly evaluate and
the challenges faced by marginalised groups and work
monitor the effectiveness of initiatives and policies. This
towards creating a more inclusive environment. This
can be done through surveys, feedback sessions, and
has to be central to any organisation’s approach to
data analysis. By identifying areas for improvement and
personalised care and recognising diversity in the people
addressing any gaps or challenges, organisations can
who use services. Reflecting this in everything you do is
continuously strive towards creating a more inclusive
a really important foundation point for the development
and equitable social care environment.
of inclusive services.
In conclusion, promoting equality and diversity in social
Developing and implementing equality policies is
care requires a proactive and inclusive approach. By
essential for promoting equality and diversity in social
raising awareness, implementing policies, recruiting a
care. These policies should outline the organisation’s
diverse workforce, fostering inclusive communication,
commitment to equality, non-discrimination, and
providing person-centred care, collaborating with
diversity. They should also provide guidelines on how
community organisations, and regularly evaluating
to address issues related to equality and diversity,
progress, social care providers can create an
such as discrimination, harassment, and unconscious
environment that embraces and celebrates the diversity
bias. Regular reviews and updates of these policies are
of individuals and promotes equality for all.
necessary to ensure they remain relevant and effective.

It is important to have a diverse workforce that reflects

the communities being served. Organisations should
actively recruit individuals from different backgrounds
“ It is important to have a
and ensure equal opportunities for all applicants.
Training programs should also be provided to staff
diverse workforce that reflects
members to enhance their understanding of diversity
issues and equip them with the skills to work effectively
the communities being served.”
with individuals from diverse backgrounds.

Effective communication is also key to promoting

equality in social care. It is important to create an
environment where individuals feel comfortable
expressing their needs, concerns, and preferences. This @ProfMartinGreen @CareEngland
can be achieved by using inclusive language, actively careengland.org.uk

6
 Professor
Martin Green OBE
Chief Executive, Care England

7
 T A L K I N G
Fostering Inclusivity in Social Care
A Commissioner for
Older People for England
is not enough
Caroline Abrahams
Charity Director
Age UK
With a General Election on the horizon,
Caroline Abrahams, Charity Director at Age
UK, lays out her thoughts on what the new
government’s manifesto should encompass
to support an aging and diverse population.
There will be a General Election this year, almost certainly
in the autumn, and possibly on the 14th November if you
believe the pundits. As ever, this nationwide election
will be a good opportunity to capture the attention of
politicians on all sides, because it’s a time when they
are more interested than usual in looking outwards and
engaging, to win friends and, ultimately of course, votes.
At Age UK, we especially want the next Government to
take action so that older people’s views and experiences
are heard more loudly by policymakers, and their needs
better understood. There were lots of lessons from the
pandemic but one of the most important for us is that
when the chips were down at a time of crisis, there
weren’t enough influential people in Whitehall who
knew enough about older people’s lives. As a result,
some bad decisions were made that contributed to
their enormous death toll. I am thinking, for example,
of the decision early on to discharge older people from
hospital into care homes, without knowing whether they
were infected with COVID-19 or not. There were also
instances of blanket ‘Do not Attempt Resuscitation’
Orders being put in place, and of local policy decisions
that no older care home resident was to be admitted to
hospital, for any reason.
So to address these failings Age UK is asking for an Older
People’s Commissioner for England to be appointed
– this is one of our key manifesto asks at the coming
election. They would be independent of Government
but would have proper legal status and powers. Their
primary role would be to help project older people’s own
views and voices to decision makers, but they would
also be a powerful advocate in the corridors of power.
How do we know this? Because it is what the two UK
Commissioners in post, in Wales and Northern Ireland,
already do. They make a real difference in their countries
and we’d like to see the same here.
8
However, we do not think a Commissioner for Older
People in England is enough - we want the next
Government to appoint a Minister for Older People too.
After all, older people comprise about a quarter of our
total population, so it seems bizarre there is no single
Minister, supported by a group of officials, to think about
what they need, or to scrutinise what other Government
departments are doing which might impact on them, for
good or ill. Policy on older people is very poorly joined
up in England and the absence of a dedicated Minister
helps explain why.
“ Policy is very poorly joined up
and the absence of a dedicated
Minister helps explain why.”
The postholders would also likely challenge the
misconception that older people are all the same and
can be treated as all the same. When older people
are considered by policymakers at all they are often
lumped together, but if you think about it that’s absurd.
The issues for someone in their late sixties can be very
different to those for another in their nineties. The
same is likely to be true of an older person from a BME
community in the inner city, as opposed to a White older
person in a profoundly rural area.
So it’s not just that policymakers need to know more
about older people, they need a more nuanced
understanding as well.
The next General Election will be the
first one after the pandemic, and with
all the pain and heartache older people
experienced it would be good for
something positive to come out of it. An
Older People’s Commissioner for England,
and a Minister for Older People in Westminster
would fit the bill for me.
@Care_Abrahams @age_uk
ageuk.org.uk
 T A L K I N G
Fostering Inclusivity in Social Care
An unlevel playing field
for LGBTQ+ seniors
Tom Scaife
Head of Seniors Housing
Knight Frank
Recent research from property consultancy,
Knight Frank, highlighted a lack of LGBTQ+
housing for older people, as their Head of
Senior Housing, Tom Scaife explains.
The UK is facing a severe shortage of appropriate and
inclusive housing for its aging LGBTQ+ population. As
a leading, global property consultancy focused on the
seniors housing sector, we have a responsibility to shine
a light on this issue and be part of the solution.
Based on our most recent data, there are over 68,000
people over 65 in the UK who identify as LGBTQ+.
However, there are only two dedicated housing schemes
for LGBTQ+ seniors, representing just 57 units in total.
That’s one LGBTQ+ housing unit available for every 1,200
LGBTQ+ seniors in the country, which is quite shocking
when you put this into perspective. Even if only 5%
of LGBTQ+ seniors wanted to move into this type of
housing, there would be a gap of over 3,400 individuals.
This lack of supply points to the sizable inequalities
still faced by many LGBTQ+ older people. A lifetime of
prejudice and the need to hide one’s identity has taken
both a mental and physical toll. Studies show higher
rates of isolation, chronic health issues, and disability
among LGBTQ+ seniors compared to the overall
population over 65. Safe, welcoming, and understanding
housing is essential, yet sorely lacking.
The implications of not addressing this shortage are
clear; continued isolation, loneliness, lack of proper care,
and shortened lifespans for thousands of older people in
the UK’s LGBTQ+ community.
Residents at Tonic Housing’s BankHouse, one of the few
existing LGBTQ+ housing facilities said to us when we
were conducting this latest study: “I don’t like to think
about it, as being Queer in the old days meant you had to
accept that you were alone.” said Willie Millar, an 87-year-
old resident.
John Sullivan, 63, echoed the sentiment: “LGBTQ+
loneliness feels isolating, unsafe, and empty, that’s how
I’ve felt for the last three years until I discovered LGBTQ+
housing.”
The seniors housing sector must step up to meet the
needs of LGBTQ+ older people who have waited their
whole lives to live openly and happily. We can build
9
more welcoming communities focused on mutual care
and respect. In a modern world where we encourage
young individuals to be their 100% true selves, it’s about
time we send a loud and clear message to the elders of
the LGBTQ+ community, that they will not spend their
golden years feeling alone.
Part of the solution lies in better understanding the
barriers faced in accessing appropriate housing and
care. More research is needed on income limitations,
wants versus available amenities, location priorities
and other factors. Providers should continually engage
with LGBTQ+ seniors to ensure their voices help guide
housing development.
There are also allies to be made in local governments
and health agencies who have a vested interest in
addressing inequities for vulnerable populations.
Partnerships and advocacy will raise awareness and
drive policies supportive of LGBTQ+ affirmative housing
models.
While the path forward holds challenges, the rewards
for LGBTQ+ seniors will be rewarding as our dedication
to the community will enrich many lives, and hopefully
pave the way for developers to enter this space.
Together, we can build a landscape of social care that
is welcoming and supportive to all. One that enriches
lives through community, security, and vital services.
The opportunity to change culture and expand what’s
possible starts with a shift in mindset, and a dedication
to deliver. At Knight Frank, we’re committed
to realising this vision and welcome those
wishing to join us.
@knightfrank
Knightfrank.com
“ There are only two
dedicated housing schemes for
LGBTQ+ seniors.”
 T A L K I N G

Fostering Inclusivity in Social Care

The power of advocacy

Michelle Cox-Coley
Operations Director
Iris Care Group
Michelle Cox-Coley, Operations Director
for Iris Care Group’s services in England,
has worked in care her entire life and has
seen first-hand how important advocacy is
for empowering people to have their voices
heard.
Advocacy is a powerful way to drive positive change in
social care. Supporting people to share their thoughts
and have their voices heard helps us improve and
reshape our services based on the lived experiences of
the people who use them.
At Iris Care Group we work collaboratively with external
advocacy teams to ensure that the people in our services
have access to independent support when making
decisions about their lives and care. This collaborative
approach has been incredibly effective for encouraging
the people we support to communicate their thoughts
and feelings, and to take active roles in decisions made
about their lives.

For people with communication difficulties, we also

work closely with advocacy teams and their loved ones
to develop bespoke, person-centred support plans that
consider their best interests and the things that are
important and meaningful to them.

“ We work
with external
advocacy teams
to ensure that the
people in our
services have access
to independent
support when
making decisions
about their lives
and care.”

10
 “ The Whispers forum is a self-
Supporting people to advocate
for themselves
advocacy initiative that supports
A crucial part of advocacy is ensuring that people are
provided with the right knowledge and support to make
us to make improvements to
informed decisions for themselves, and that we are
ensuring those decisions are within their best interests.
our services.”
When we supported a woman with a learning disability
who was transitioning into our Supported Living
services, she had communicated to the team that Led by the people we support, representatives meet
she would like support maintaining a prior friendship on a monthly basis to share their feedback and ideas
that she had developed. She also expressed that she about how we can improve. The forum is already proving
was developing feelings for this person and would like to be amazingly effective, and works closely with our
support to eventually pursue a relationship with them. Quality Team to ensure that we are improving with the
As she had capacity to make this decision, our goal perspectives and needs of the people we support at the
was to help her develop her understanding of intimacy, forefront.
consent, and keeping safe to better inform her decisions,
working closely with her Social Worker and an advocacy The members of the forum are planning to visit others
service to achieve this. who receive support to gather feedback about their
support and suggest improvements based on their first-
Supporting her to advocate for herself and her hand experience.
wishes was a really important step towards greater
independence, and we regularly met with her to talk
through how it was going and discuss any concerns or
worries she might have. This was key to her support and
enabled her to use what she had learned to inform her
decisions.

Advocacy to drive change

We have recently established the Whispers forum,
which is a self-advocacy initiative that supports us to
make improvements to our services
in collaboration with the people
we support.

The group have produced

their own ‘Quality Checker’
which is list of questions
and measures to help them
make an informed view on quality
of support. These questions are
designed to help people communicate
their thoughts and feelings about their
home and environment and advocate
for their opinions and wishes, including
important questions such as ‘Is there
space to move around?’, ‘Are people
involved in activities?’ and ‘Do staff take time to
know what people are interested in?’.

It has been amazing to see the people we support

advocate for themselves through this channel,
and to see the insightful perspectives and creative
ideas that have emerged from the group. After this
fantastic start, we will be continuing to grow the forum
throughout 2024 and increase their involvement in
our decisions at an organisational level.

iriscaregroup
iriscaregroup.co.uk

11
 T A L K I N G

Fostering Inclusivity in Social Care

Expert perspectives
We have regular house meetings where we all get
Shaun Ridley
on behalf of a Highlea Care service, together and chat. This has helped me as when I first
a part of National Care Group arrived, I was very anxious and it really helped with
my confidence in getting to know everyone and just
knowing I have someone to talk to when I need to.
Stephen Cornish
National Care Group
The meetings keep us all talking which is a great thing
Deal & Hythe, Kent
for all our mental health. It’s great that our voices are
listened to when we have any issues too.

I am also proud to be employed by National Care Group

Placing individuals at the forefront of social
care services is paramount to delivering a
truly person centered approach. With this in
mind, two individuals who draw on services
from care and support provider National
Care Group, share their perspectives on why
people with lived experience should be at the
heart of shaping the future of social care.
What initiatives have National Care
Group put in place to ensure that
people who use their services are
fully involved in shaping services,
and why is this important to you?
Shaun
“We have various initiatives at Highlea Care that ensure
we are all involved in the running of our service.
We have two Ambassadors who support Julie, our
Registered Manager, in audits. They have achieved all
the necessary training for their roles and now regularly
visit our services to ask us all questionnaires and just
have a look around at how things are without any
management involved. They also ask the staff team how
they are and get their feedback.
This happens regularly and it really helps. For example,
they reported that some people have said they haven’t
achieved some of their personal goals and now Julie has
made plans to make sure that support is prioritised.
We also have surveys that Julie sends to us, and the
relatives.
as a Quality Checker. This involves me visiting other
services outside of Highlea Care to carry out surveys
and produce reports on how they are being run. I enjoy
being an advocate for others and I think having fresh
eyes on their service is valuable feedback.”
Stephen
“I feel National Care Group constantly use new initiatives
to help promote and deliver an excellent standard of
care to all individuals they support. The Team actively
promotes activities for the benefit of mental health.
They listen to wishes and encourage a huge selection of
activities for the individuals they support to attend and
engage in. This is paramount to help improve mental
health and well-being, including mine.
People supported have an involvement in shaping their
services, with their voices being heard by direct staff
members and management. We have monthly resident
meetings where thoughts and wishes are listened to
and acted upon.
I live in supported living and feel my voice is heard and
that my thoughts and wishes help to shape my service.
I am happy to say as a result I live in a calm and relaxed
service, which is most important to me.
I am also employed by the organisation in my role as
a Quality Checker. I have been supported by them to
visit services and audit other homes in other parts of
the country to gain a better understanding of how the
individuals are being cared for and live within their
services.
I engage with the individuals and staff, then complete
a report that documents the care and support that
is being provided and I provide suggestions for
improvement. I am thankful for the opportunity and
continue to enjoy my position.”

“I enjoy being an advocate

for others.”

12
With a General Election on the
horizon, what would you like to see
the new Government do to support
people with a learning disability and
autistic people, to ensure they have
the same access to opportunities,
choice, and control and to enable
everyone to live a Good Life?

Shaun
“I would like to ask the
“I would like to ask the new Government to get out and
speak to people with learning disabilities directly about new Government to get out
their support needs and goals for leading a better and
more full life. and speak to people with
Not to sit behind a desk or in a meeting room making
decisions for people they don’t understand.
learning disabilities.”
I am proud to also be employed by Inclusion North as a
Citizenship Leader and my role is to speak to people with
learning disabilities and autistic people and feedback to
NHS England on how their lives could be made easier.
Stephen
The new Government needs to support more of this to
“As a result of the next General Election, I would like to
happen.”
see the Government offer individuals with a learning
disability or autistic people more opportunities to
achieve the same possible outcomes as an individual
without disabilities.

I feel that this is only fair, and everyone should be treated

equally despite any disability.

I have previously lived with individuals with a learning

disability, therefore understand how important it is that
they should be treated equally to ensure they have every
chance of living a happy fulfilled life.”

@Nationalcaregrp
nationalcaregroup.com

13
 T A L K I N G
Fostering Inclusivity in Social Care
We need to challenge
ageism in all aspects
of society
Dr Carole Easton OBE
Chief Executive
Centre for Ageing Better
Dr Carole Easton OBE, Chief Executive at the
Centre for Ageing Better, talks about their
anti ageism campaign which aims to shift the
nation’s perspective on age and ageing.
At the start of this year, the Centre for Ageing Better
launched Age Without Limits, an anti-ageism campaign
designed to help the country think differently about age
and ageing.
Why did we do this?
Well, for the simple reason that ageism is extremely
common but is rarely addressed despite the harms that
it causes.
Ageism is the most widespread form of discrimination
in the UK. Half of people aged over 50 in England
experienced age discrimination in the last year.
Around one in three people admit to holding ageist
beliefs. In reality the number is likely to be far higher.
Most people are unlikely to be holding such beliefs
maliciously; usually they are held without the individual
even realising.
People of all ages and generations can exhibit ageist
thinking and behaviour. And we can even be ageist
against ourselves, limiting our future opportunities
because of the pre-conceived ideas of what older age
and ageing entails.
“ Fostering more
intergenerational relationships
and engagement would
certainly help society.”
14
12
Harnessing and fostering more intergenerational
relationships and engagement would certainly help
society in a number of ways; including helping build
confidence, challenge assumptions and prejudices
and help tackle social isolation and loneliness amongst
people of all ages.
Research we carried out for our campaign shows
that three in five people (59%) aged 18-30 have no
friends over 70, which is a real shame because we
know intergenerational relationships lead to better
intergenerational understanding.
Building intergenerational relationships can be
particularly important for people living in a residential
care setting as the move usually means leaving familiar
surroundings, friends, and even pets behind.
Projects in care homes that bring together people of
different generations to engage in mutually beneficial
and enjoyable activities can help to lessen feelings of
isolation and increase a sense of connection.
Ageist ideas are very commonly held in society, we all
have a role to play in help eradicating them.
It’s vital that as well as developing an understanding of
our own age bias, we also challenge the ageism we see
and hear.
Whether we’re questioning negative stereotypes,
or informing discussions and debates, having
conversations about how we see and feel about ageing
is a powerful first step to challenge the societal norms
of ageism.
For individuals working in the health and care sectors,
a heightened awareness of interpersonal ageism and
the stereotypes they ascribe to older people could
lead to the delivery of improved care and increased job
satisfaction.
For example, ageist stereotypes, such as older people
being more inflexible, critical or intolerant, can influence
the care and treatment they receive.
Even benign ageist stereotypes such as older people
being in greater need of assistance, can give rise
to a benevolent ageism that includes patronising,
infantilising ways of speaking to older people and
dismissing of their concerns.
 “ Ending ageism could
Tackling ageism would have a preventative impact have a transformative impact
on the nation’s health and could potentially reduce
pressures on the care sector. The impact of ageism on society.”
currently on an individual’s physical and mental health
leads to increases in the long-term costs of health and
social care services.
That is why we need a Commissioner for Older People
Ageism also means we as a society don’t invest in ways
and Ageing in England to act as an independent
to help people age well. Reform to social care has been
champion for older people and ensure that policymaking
promised for many years. It is a huge issue for our ageing
across government considers the long-term needs of
population. And yet there is still no substantive reform.
our ageing population.
Is this partly because our ageist groupthink means
we accept older age as a time of frailty, decline and
To learn more about the Age Without Limits campaign,
dependency?
and to take part in our Are You Ageist? quiz, visit
agewithoutlimits.org
Additionally, in order to make a more age-friendly
society that is better prepared for our growing ageing
population, we need government to listen more closely
to older people and consider their needs in policymaking To learn more about the Age Without Limits
across all departments. campaign, and to take part in our Are You Ageist?
quiz, visit agewithoutlimits.org
Ending ageism could have a transformative impact on
society.
@Ageing_Better
ageing-better.org.uk

15
 T A L K I N G

Social Care

Positive pathways
in social care
In the dynamic realm of social care, the principles
of equity, equality and diversity are not just ethical
considerations but fundamental prerequisites for
Johnathan Freeman MBE fostering an inclusive and compassionate support
Chief Executive
system. The Birmingham Disability Resource Centre’s
CareTech Ltd
(BDRC) ‘Positive Pathways’ programme stands as an
inspiring example, showcasing the transformative
Jonathan Freeman, Chief Executive at impact of embracing the diversity of abilities within our
communities.
CareTech, explains how their partnership
with the Birmingham Disability Resource Established in 1992, BDRC’s Positive Pathways, funded
Centre, is empowering individuals with by the CareTech Foundation, exemplifies a person-
centered approach to social care. At the core of Positive
diverse abilities.
Pathways is a commitment to tailoring support pathways
towards recovery through education, volunteering, and
employment opportunities. Recognising the unique
challenges faced by its beneficiaries, many of whom

“ Positive Pathways is a shining were unemployed and lacked fundamental skills, the
project emerged as a lifeline for those navigating

example of the impact that

the intricate landscape of disability. The three-year,
£45,000 Partnership Grant, initiative reached over 400

targeted, inclusive social care

individuals, focusing on those with physical disabilities,
learning disabilities, sensory impairments, long-term
health conditions, and mental health conditions.
initiatives can have.”

16
The ‘Opportunities for Life’ programme within Positive
Pathways addressed critical gaps by providing
disabled individuals with the skills, knowledge, and
confidence necessary to progress successfully towards
employment. The Opportunities Hub offered additional
support, creating a sense of community among those
who had participated in employment programs.
Additionally, the mentoring and guidance component
ensured participants received their entitled benefits
and addressed broader obstacles hindering their
engagement.

Noteworthy among Positive Pathways’ achievements

is the successful transition of over 120 individuals with
disabilities and long-term conditions into employment,
training, or volunteering roles. This initiative not only
empowered them with essential skills and confidence
but also facilitated access to support
services, nurturing greater inclusivity and
self-sufficiency within the community. “ ‘Opportunities
The success of Positive Pathways
serves as a testament to the broader
for Life’
themes of equity, equality and
diversity in social care. addresses provides
disabled individuals
with the skills to
In a society valuing each
progress
individual irrespective of
their abilities, initiatives
like these are imperative.
successfully
By focusing on the
towards
diversity of abilities, we
can create environments
that celebrate the unique
employment.”
strengths and contributions of every
member.

As we celebrate the achievement of Positive

Pathways, it becomes evident that similar models
need incorporation into the broader framework of
social care. The objective is to foster an environment
where individuals with diverse abilities not only
receive support but they can actively contribute to
and participate in their communities.

In conclusion, Positive Pathways is a shining example

of the impact that targeted, inclusive social care
initiatives can have on individuals with diverse
abilities. It underscores that equity, equality and
diversity are not laudable ideals (which they are!) but
tangible goals achievable through dedicated efforts
and person-centered approaches. Moving forward, let
us build on these foundations, creating a social care
landscape that genuinely empowers and embraces the
diversity of abilities within our communities.

@jonathanfreeman @CareTechFdn
caretechfoundation.org.uk

17
 T A L K I N G

Social Care

Embracing a
humanistic approach
“ A humanistic approach
Karolina Gerlich
emphasises autonomy
Chief Executive Officer
The Care Workers Charity and choice.”
Karolina Gerlich, Chief Executive at The Care
Workers Charity, explains why inclusivity in choice for both those drawing on social care and care
workers. Recognising the agency of individuals seeking
social care extends beyond addressing the social care means involving them in decision-making
fundamental requirements of people who processes, respecting their dignity and fostering a sense
access services. of ownership and control over their lives.

Similarly, care workers should be empowered to make

Creating an inclusive environment in social care goes
decisions directly impacting their professional lives.
beyond meeting the basic needs of those drawing
Providing opportunities for professional development,
on care services. It means recognising the inherent
encouraging innovation in care practices, and involving
humanity of individuals drawing on social care and the
them in organisational decision-making can help
dedicated care workforce. Taking a humanistic approach
contribute to professional fulfilment. This helps build a
underscores the interconnectedness of these two
workforce passionate about their work and positively
groups, acknowledging the rights, responsibilities, and
impacting the communities they support. We know that
aspirations of both. At The Care Workers’ Charity, we
well-supported care worker teams can be formidable
advocate applying a humanistic lens to both individuals
advocates for those drawing on social care, ultimately
drawing on and providing social care, fostering a
enhancing care provisions. When care workers feel
landscape where autonomy, choice, and mutual
respected and happy, they are more likely to approach
understanding flourish.
their roles with enthusiasm and commitment, resulting
in a positive ripple effect.
A humanistic approach involves celebrating the rich
diversity within the care workforce and appreciating
the valuable opportunities for growth and innovation
stemming from various cultural backgrounds and life
experiences. Policies should promote diversity and
equity, including recruitment practices that actively
seek a diverse workforce and training programs that
foster cultural competencies. By embracing diversity
at every social care level, we can create enriching and
supportive environments that enhance the quality of
care people receive.

While unpaid carers, professional care workers, and those

seeking social care are distinct groups with individual
needs, there is often a significant overlap between them.
A humanistic approach emphasises autonomy and
“ Creating an inclusive
environment goes beyond
Most importantly, care workers should be seen not
only as professionals fulfilling job descriptions but also
as individuals with rights, responsibilities, aspirations,
and lives beyond their roles. We need to encourage a
workplace culture that emphasises the well-being of
care workers and foster atmospheres of trust, flexibility,
and inclusivity. Where care workers are supported in

meeting the basic needs of those their teams to balance their personal and professional
lives, we pave the way for a more fulfilling professional

drawing on care services.” experience and, in turn, elevate standards of care across
the social care system. We break down barriers and
foster a sense of unity to help ensure that everyone has
an opportunity to live the best life possible.

@KGerlich777 @CareWorkersFund
thecareworkerscharity.org.uk

18
 T A L K I N G

Social Care

Succession planning
in action!

Glen Mason
Managing Director “ An amazing CV, multiple
C4 Care
interviews, a presentation and
Glen Mason, Managing Director of social we had still appointed the
care provider, C4 Care, offers insight into the
genesis of their innovative career pathway, wrong person!”
the C4 Academy.

Like lots of innovative ideas, it began around the water
cooler and a conversation about a recruitment decision
we had got wrong. An amazing CV, multiple interviews,
a presentation and we had still appointed the wrong
person!
As we all know the cost of poor recruitment decisions
are huge, particularly in a fast growing, quality focused
company like C4. What could we do differently next
time? How could we avoid the wrong decision again?
how do we limit the damage of a poor appointment?
We mapped out a nine-month programme that
included monthly mentoring, bi monthly management
development covering the essentials of management,
people management, utilisation of staff, quality
management, etc and crucially lots of experiential
learning with Academy members sitting next to our
experienced and talented Registered Branch Manager,
Care Coordinators and Quality Officer. The classic
learning on the job. All of this was combined with regular
evaluations of Members progress and a graduation
ceremony planned for September.

By coincidence the same morning we had given flowers
and a gift voucher to one of our amazing care colleagues
who was our Carer of the Month. She had been chosen
because of the amazing feedback we had been receiving
about her from her customers and a social worker and
her consistently going the extra mile. We all agreed she
was the embodiment of our C4 vision and values.
Next followed a light bulb moment. We were trying to
answer the wrong question! Rather than how could we
improve recruitment decisions, the question was, how
do we develop our brilliant carers to be our next team
leader or care coordinator? This was the birth of the C4
Academy.
Building the Academy was a true team effort as we
mapped out the questions we needed to answer and
ideas stormed the elements of our project plan.
After an application process that included open
applications, reviews of our colleagues personal
development plan and encouragement to apply,
long listing, short listing and interviews we have now
launched the Academy with six care colleagues and four
current care coordinators.
There is real excitement and energy in the company as
we see new faces in the offices and we have new
conversations. We are all so pleased at the
start we have made and look forward
to the next few months as we
develop our academy members
and they contribute to the
development of C4.
c4-care.com

■ How do we select our leaders of tomorrow?

■ How do we develop them?
■ How do we ensure they are motivated and
inspired to want to progress?
■ How do we make the academy inclusive of the
various learning styles that people have?

“ How do we develop our brilliant

carers to be our next team leader
or care coordinator?”
19
 T A L K I N G

Social Care

Voluntary Care
Professional Register:
Let’s build something together

As a care provider, we ask that you join in the movement

Liz Blacklock towards a better future by encouraging your teams to
Chief Executive, NACAS register. Simply visit the website and click the apply to
Chair, VCPR register button.

Liz Blacklock, Chief Executive at the National

Association of Care & Support Workers and
Chair of the Voluntary Care Professional
Register, shares the latest updates on the
voluntary register for social care workers in
England. https://www.vcpr.co.uk/

It’s been quite the year already - not least chatting all
things social care with esteemed broadcaster Lorraine
Kelly at last year’s Care Managers Show in London!

Since Care England released their roadmap for a

sustainable social care last September, support for
regulation in the sector has continued to increase.

At that time, Professor Martin Green prioritised

mandating the profession as the highest priority for
Workforce changes. Next was increasing the minimum
wage and developing parity of esteem with NHS staff.

“ The VCPR is an exciting and

timely initiative with the
potential to have a significant
positive impact on the social
care workforce.”

The Voluntary Care Professional Register (VCPR) was set

up for this exact reason. The brainchild of the National
Association of Care & Support Worker (NACAS) and
the Institute of Health and Social Care Management,
(IHSCM), the VCPR had seen the need for regulation to
support the well-being of Care Professionals.

Our teams have firsthand experience delivering care.

We’ve seen and dealt with the challenges that Carers
face on a daily basis, often on low wages and with little
support. And we know that change is long overdue.
Liz Blacklock, VCPR Chair, met Lorraince Kelly
during last year’s Care Managers Show in London

20
We know that a successful Voluntary Care Professional
Register is just one piece of the puzzle in creating
sustainability in Care. But we believe is a bold step
towards a brighter future for Care Professionals, and all
our families and loved ones.
The Voluntary Care Professional continues to gain
traction. We’ve seen support from Professor Martin
Green OBE, Chief Executive at Care England. Here’s
what he said:
Care England warmly welcomes
the launch of the Voluntary Care
Professional Register (VCPR), a
significant milestone in enhancing
recognition and improving the
status of care professionals in
England. NACAS and IHSCM have
long since stood at the forefront of the
campaign to professionalise the adult
social care workforce and this latest
announcement underscores their
unwavering commitment to care
staff across the country.
The VCPR will not only provide care
professionals with the recognition
they deserve, but promote high
standards and boost public confidence
in the adult social care workforce. As
the sector grapples with a wide array
of challenges, the VCPR is an exciting
and timely initiative with the potential
to have a significant positive impact
on the social care workforce.
Through development of the VCPR,
NACAS and IHSCM have laid the
foundations for a fully professional
adult social care workforce in future.
Care England urge Government to
capitalise on this accomplishment and
throw their weight behind the VCPR
as key part of the journey towards the
sustainable adult social care work-
force we all need and deserve.

We hope you’ll join us.

Get in touch if you would like poster artwork for care

facility. Simply email enquiries@vcpr.co.uk.

@NACASUK
nacas.org.uk vcpr.co.uk

21
 T A L K I N G

Social Care

Empowering through advocacy

wheelchair around the home. When Alan needed to
leave the home for appointments, his accessibility was
restricted due to the age of the house and the local
authority adult care services team was unable to provide
Lesley Wines a suitable ramp. In many ways their family home was no
Social Care Work Team Manager, longer suited to their needs and Alan’s independence
East London & Essex and mobility were compromised.
Jewish Care

Although Alan had the maximum of four care calls

Lesley Wines, Jewish Care Social Work Team
Manager, East London & Essex shares a real
life example of how social workers and family
carers team are driving change throughout
their services.
per day, he was still dependent on his wife for many
aspects of his care and day to day routines. Barbara felt
constantly ‘on call’ with no time for herself as she waited
at home for her husband’s carers. The couple also had
two dogs, needing care and attention and neither Alan
nor Barbara were in a position to be able to walk them.

Chris and Joanne suggested Meals on Wheels were

“ The Social Workers and our delivered by Jewish Care volunteers and the couple
welcomed this to take some of the daily pressure off

Family Carers Team, work Barbara. They referred them to our Benefits team, made
up of volunteers, who ensured they were in receipt of all

together to identify issues for relevant benefits. They also encouraged the couple to
engage with The Cinnamon Trust charity, who were able

our clients”
to provide a dog walker several times per week.

Barbara has her own serious health concerns; she has

macular degeneration in both eyes and is registered
The social work role at Jewish Care involves empowering
people to make their own decisions and choices and
putting our clients at the centre of our work with them,
so they feel that they are in control. The Social Workers
and our Family Carers Team, who support the informal
unpaid carers, work together to identify issues for our
clients, supporting them to come up with solutions that
work for them. We liaise with agencies and organisations,
advocating to get the best outcomes for our clients.

One of our Social Workers, Chris Paraskos, recently

worked with Joanne Selby, one of our Family Carers
Support and Advice Workers to support Barbara, 85 and
Alan, 88. The couple have been married for 60 years.
They were referred to us in 2021 by one of Jewish Care’s
Redbridge Jewish Community Centre volunteers. Alan
was in hospital, following a fall, and Barbara was worried
about how they would cope once he was discharged
home with significantly increased care needs.

Throughout our involvement, Chris and Joanne visited

Alan and Barbara frequently, creating a space to talk
about how they were feeling and to explore how things
could be improved. Often, they worked individually with
Alan and Barbara, coming back together as a group
at times, as their views and expectations sometimes
differed. It was clear, however, that it was important to
both of them to continue to maintain their independence
together.

Alan had restricted mobility due to pre-existing medical
conditions and was unable to leave his home due to
his health needs. He came home with a large package
of care, and equipment including a hoist, hospital bed
and recliner chair. He needed to stay and be cared for in
the lounge and their living space became overcrowded
with equipment. He spent most of his time in bed, with
just a few hours each day sitting in a chair. There was
not enough space for him to manoeuvre his motorised
blind. The couple often found it overwhelming dealing
with the bureaucracy and complexity of adult social
services. For example, it was incredibly stressful for
Barbara to arrange additional support for Alan to enable
her to go for treatment in hospital. Chris and Joanne
advocated for them with the local authority adult care
services enabling additional care when needed, resulting
in two respite stays for Alan at our Jewish Care Vi & John
Ruben’s House care home.

22
 Barbara and Alan felt they were at the centre of what was happening with Jewish Care Social Worker and Family Carers Team
A taxi card application for Barbara also supported her
with this as it was becoming increasingly difficult for her
to use public transport.
The team also shared information about local
independent living, supporting Barbara and Alan with
the application process and to view properties until a
suitable one was identified to meet both their needs.
A few months later they were offered a property and
moved home.
They now feel settled, and their quality of life is much
improved. Barbara told us that she felt it was amazing
and hugely supportive to know –
There was always someone there
to talk to and who could help.
Alan said:
We had been under a lot of pressure,
so it was a great relief and reassuring
for us not to have to cope with the
problems on our own. We appreciated
the warmth and support from Chris
and Joanne.
23
“ Chris and Joanne advocated
for them enabling additional
care when needed.”
Without this support, Alan felt that Barbara might have
had a breakdown and Barbara said she would not have
been able to cope, and her husband would have had to
go into permanent care, which neither of them wanted.
Instead, they told us, “it has been a very good outcome
for both of us……we felt that we were still at the centre of
what was happening and that you always included us,
asked our views and we felt that you were both working
on our behalf.”
Vitally, they felt they maintained and increased their
independence because of the care, support and
signposting we were able to provide.
This is one of the many reasons I am so proud of the
work we do at Jewish Care and just one example of the
amazing work our Social Work and Community Support
Team does, supporting 1300 people each week and
helping to improve their lives.
This service is entirely funded by charitable
donations. World Social Work Day is 19 March.
@Jewish_Care
jewishcare.org
 T A L K I N G
Learning Disabilities & Autism
Everybody has the right
to a sporting chance
Stephen Lewis
Ambassador
Dimensions Learning Disability
and Autism Leaders’ List
Stephen Lewis earned a place on the 2022
Dimensions Learning Disability and Autism
Leaders’ List for his contributions to Sport
and Disability Advocacy Work. Here Stephen
explains why he is passionate about breaking
down barriers to inclusion both on and off the
pitch.
I have been fortunate to spend
time around all different types
of leaders over the years
including politicians, people
who work in public roles, and
even people who have played
professional football in the
Premier League in front of more
than 50,000. During this article
I will be sharing some of the
things I have learned about
leadership.
What makes a captain?
Football can teach people a lot about leadership. Every
team has a captain- a player often picked due to their
leadership skills. But how and why are they chosen? A
captain can be the most experienced player in a dressing
room, or can be chosen for their communication and
organisational skills, or be the loudest player on the
pitch, or quick to put a big tackle in. But that doesn’t
represent every leader. I know myself from captaining
teams that you can often lead by example by showing,
rather than telling people. Often, respect on a football
pitch can be gained as much by showing your technical
ability as it can be by being the biggest voice in the room.
Coaches, and dealing with
disappointment
Now, what about the coach? Among your many
responsibilities, you have to manage the expectations of
a club, develop players and get a group of players to work
together as a cohesive unit. Of course, at a senior level,
you must get the all-important 3 points. From an outside
perspective, most people think a coach chooses 11
players, but a coach’s job often can be spent managing
people not chosen for the team. How you manage that
situation can often show your leadership skills. As a
coach, you’re normally dealing with an average of 18-25
players. When you pick 11 people, this usually leaves
5-8 substitutes, that whilst normally disappointed,
are still involved. How you learn to deal with their
24
disappointments can be a sign of what type of group you
have and how successful you’re going to be that season.
Representation in sport
When I was growing up, people with disabilities were
underrepresented in leadership positions in sport. There
weren’t people I could watch in football that had dyspraxia
or autism. But it wasn’t until I had the opportunity to take
part in sport that I saw quite how low the numbers of
participation are for people with these conditions, and
how important it was that this was changed. When I first
joined Newtown community session in 2015, I couldn’t
have imagined the things I would go on to achieve both
on and off the pitch. Over the years I have become one of
the most recognised disability footballers in Wales and
broken-down barriers in coaching for people with hidden
impairments.
It’s why I am incredibly proud
to have used my success in
football to have an influence,
changing attitudes for people
with hidden disabilities within
my local community. Nationally,
I work with a number of different
charities and not-for-profits,
like the Dyspraxia Foundation
and Dimensions UK. I do this
alongside my work with people
in the professional game to
improve awareness of hidden impairments and the
importance of inclusion in football.
Being a Leaders’ List Ambassador
In 2022 I was named in the Dimensions Learning
Disability and Autism Leaders’ List for my contributions
to Sport and Disability Advocacy Work. The list
celebrates influential people in the UK with autism
and learning disabilities. Being named in the LDA
Leaders’ List has given me confidence that times have
changed, and that people with autism can be leaders in
their fields, communities, and professions. Now in my
Ambassador role I look forward to celebrating more of
the talented people we have all around the UK on the
2024 LDA Leaders’ List.
“ Over the years I have become
one of the most recognised
disability footballers in Wales.”
Find out more about it at www.dimensions-uk.org/
dimensions-campaigns/ - ldaleaderslist
@DimensionsUK
dimensions-uk.org
 2024
Northern Ireland Hilton Belfast
16th MAY 2024
The ICC Birmingham
21st JUNE 2024 in SOCIAL CARE AND SUPPORT

● The Employer Award ● The Employer of People With a Disability Award

● The Newcomer Award ● The Support Worker Award

● The Manager Award ● The Learning Disability Nurse Award

● The Making a Difference Award

● The Oliver McGowan Training Award ● The Frontline Leaders Award

● The Supported Housing Award ●The Breaking Down Barriers Award

● The Sporting Chance Award

● The Supporting Older People With Learning Disabilities Award

● The Great Autism Practice Award ● The People’s Award

● The Award for Outstanding Contribution

● The Positive Behaviour Award

● The Supporting People With Profound

and Multiple Learning Disabilties Award

NOMINATIONS NOW OPEN

www.nationalldawards.co.uk
 T A L K I N G
Children & Young People
Navigating a new normal:
Ofsted’s role in supported living
Dave Shaw
Director
Sanctuary Supported Living
Dave Shaw, Director for Sanctuary Supported
Living, a national not-for-profit provider
of supported housing, explores the role of
Ofsted’s new registration system for services
for young people.
In an ever-changing landscape of supported housing,
“normal” is constantly being redefined and it’s vital
that providers like us respond swiftly to help facilitate
progress in our sector and make sure that we’re
delivering the best services we can for our customers.
The year 2023 marked a significant turning point in the
provision of supported housing for young people with
the introduction of new Ofsted regulations. Following
a comprehensive review, the Department of Education
called for a new standard of quality, registration, and
inspection to cover all supported housing for young
people – and for good reason. Until then, supported
accommodation services fell outside the scope of
registration for Ofsted and this ‘loophole’ allowed 16 and
17-year-olds to receive support without any regulatory
oversight, potentially putting young people in danger of
unsafe or unsuitable accommodation.
With Ofsted set to deliver additional regulatory
responsibilities for those providing supported living to
children in care and care leavers aged 16 to 17, it’s crucial
to understand the implications of these regulations and
the opportunities they present in terms of providing
urgent oversight of key areas such as safeguarding,
health and well-being, education, and training.
The quality of housing, care, and support for young
people is very important to us at Sanctuary Supported
Living, and as a responsible provider we’ve hastened to
submit our application to Ofsted as we’re keen to show
that we exemplify good practice and provide a safe
place for young people aged 16+ to gain essential life
skills and learn to live independently. As we work hard
“ The Department of Education
called for a new standard of
inspection to cover all supported
housing for young people.”
26
to make sure that all young people living in our services
across England have a safe place to call home, we also
guarantee that they will receive good-quality support
which sets them on their pathways for independence, as
they make the transition to adulthood.
We’re committed to delivering high-quality young
people’s services which offer personalised support
plans, access to education, training and employment
opportunities, and links to local community services.
Our team are on-hand to support the young people
every step of the way, as they build their self-confidence
and gain the life skills they need, as they prepare for
living independently.
“ These changes are positive for
young people across the country.”
Plus, we invest in bigger initiatives that make a difference,
like our partnership with the Dame Kelly Holmes Trust -
and we’re immensely proud of the positive impact we’re
making in the lives of our customers as we aim to support
them to unlock their potential in an environment where
they can be their best.
We welcome this new era of accountability and we’re
optimistic that these Ofsted-led regulations will
establish a positive framework for other providers like
us as it assesses both our overall suitability and the
competence of individual managers responsible for all
aspects of service delivery. As we wait for our application
to progress, we are proactively preparing for registration
and inspections scheduled for April by closely working
with our Local Service Managers to make sure they’re
well equipped to meet the new standards.
Overall, these changes are positive for young people
across the country, and supported housing providers
like us will need to champion these advancements
to best navigate the new regulatory landscape. We’re
looking forward to playing an active role in this new
chapter in children’s social care, which will no doubt
maximise positive outcomes for young people who are
most in need.
@SancSL
sanctuary-supported-living.co.uk
 2 0 2 4

The ICC, Birmingham

24th October 2024

Small things
make a BIG difference

NOMINATE
NOW!
Help us pay tribute to the unsung heroes of our sector

www.cypawards.co.uk
 T A L K I N G

Technology

How a US tech giant is

changing lives in social care
Sam Turner
Digital Inclusion Manager
Community Integrated Care
Often our shift towards living more of our lives online is
viewed negatively. Social media is seen as divisive, and
many believe that too much screen time is eroding ‘real
life’ relationships, but how many of us could actually live
without the internet?

Sam Turner, Digital Inclusion Manager at
national social care charity, Community
Integrated Care, talks about the impact
of their digital inclusion partnership with
technology experts, Okta.
From looking up recipes to finding out what time the
next train departs, online assistance is integral to our
lifestyles. At Community Integrated Care, our central
mission is to empower the people we support to live the
best lives possible. We know that supporting people to
develop their digital skills is a vital element of this.

Having the confidence and skillset to access the
online world is no longer preferable but a necessity in
modern life. Digital inclusion means better navigation
of the world around us, opportunities to build skills and
independence, and more ways of keeping connected to
our friends and family.
Another organisation that understands this is Okta.
A world leading online identity company, at the
cutting edge of identification technology, Okta works
with organisations across the world, such as Google
and Microsoft, to provide people with secure online
experiences.

Harnessing the power of digital tools

Last year, Community Integrated Care started working
“ We worked with the tech with Okta to help colleagues in the sector and people
who access care and support enjoy greater access to the
firm to exchange specialist internet. The aim was to do this in three ways: develop
people’s skills and confidence in going online, provide
knowledge on accessibility” skills via online means that would improve people’s lives,
and make incredible experiences accessible by way of
the internet.

28
 “ Together,
we’ve looked at
how digital can
alleviate some of
the pain points in
the care sector.”

As Okta’s social care partners, Community Integrated Creating life-changing experiences

Care worked with the tech firm to exchange specialist
with ‘What To Do’
knowledge on accessibility and the importance of
Okta have also supported us in developing What To Do –
digital in the lives of people who access care and
an online hub which provides meaningful experiences to
support. The benefits of the collaboration are two-fold –
people accessing care and support, across the country.
helping Okta develop products that improve everyone’s
Over the course of our two-year strategic partnership
online experience and helping our charity ensure that
with Okta, we’ve connected online audiences of people
independent, digitally enabled lives are part of the well-
who access care and support with professional dancers
rounded care and support that we offer.
from Strictly Come Dancing, stars of The Great British
Bake Off and a number of professional sports people
Working with our charity’s dedicated Partnerships and
and athletes.
Communities team, Okta has supported us to develop
training programmes and resources which have honed
It’s a privilege to see how lives are being changed thanks
internet search skills among our frontline colleagues.
to our partnership with Okta. Improved digital skills
Together, we’ve looked at how digital can alleviate some
are broadening the horizons of people we support and
of the pain points in the care sector – from educating
helping create a more inclusive digital landscape.
people on saving money to finding more opportunities
in our communities, there aren’t many areas of life that
cannot be improved by access to the right digital tools.
What is ‘What To Do’?
Embarking on a Big Adventure Community Integrated Care developed its online
One project, which has been part of this digital inclusion hub in the midst of the pandemic to alleviate
partnership, and has delivered huge impacts, is The isolation and provide meaningful experiences
Big Adventure. The Big Adventure followed on from a to people accessing care and support across
‘choose your own adventure’ style training provision that the country. The website grew to be a thriving
we developed, which supports colleagues to use online community which has delivered over 30,000 hours
search more effectively to find exciting opportunities of activity for people. On www.what-to-do.co.uk
for people we support, in their local communities and participates can take a virtual tour London Transport
beyond. Museum one week and meet England Lionesses
top goal scorer the week after. Programmes are
This is an example of Okta’s support and influence leading curated in response to the interests and feedback
to innovative solutions to insidious issues for the care of audiences. Visit www.what-to-do.co.uk now to
sector. Being left behind in an increasingly digital world find out more and get involved.
has numerous impacts which aren’t always immediately
obvious. As well as social isolation, digital exclusion
will decrease a person’s employment opportunities. @CommIntCare
It also limits access to healthcare, can have financial communityintegratedcare.uk
implications and may increase educational disparities.
Effective search is a bedrock skill that can open up huge
possibilities.

29
 R E A L L I V E S

Sharing lives ensures

families stay together
Parents with learning The journey to achieve this was long, and during this
time Kerryann’s Shared Lives carers supported her to all
disabilities are more likely than
appointments, and helped with navigating the various
any other group to have their changes that pregnancy brings. The Cornerstone
children removed from their Shared Lives team had to evidence why Kerryann should
care. The team at Cornerstone remain being supported through the Shared Lives
service and advocated on Kerryann’s behalf using best
Shared Lives scheme in Scotland have practice principles and giving Kerryann a voice so her
successfully overcome this common issue by views were being heard and listened to, applying The
supporting a parent and child placement in Promise Scotland foundations, ensuring families with
the right amount of support can thrive and stay together
Shared Lives to ensure that Kerryann, could when given the opportunity. After lots of hard work they
continue living with her Shared Lives carers, were able to evidence this, with a positive outcome to
whilst raising her baby. the child protection investigation recognising Kerryann
has all the support she needs in the family environment.
Supported parenting in Shared It was agreed no further social work involvement was
Lives involves Shared Lives required.
carers supporting a parent,
so that they can raise their Now, Kerryann is thriving. She wanted to build her
child whilst having help in a independence from the start, bonding beautifully
safe environment to navigate with her baby, getting up with her during the night,
parenthood, learn, and practice and understanding that raising her daughter was her
new skills. responsibility and not the Shared Lives carers. Kerryann
is very grateful to Cornerstone Shared Lives and her
Marissa Speed, Shared Lives Shared Lives carers for all the support she’s received.
Cornerstone Shared Lives scheme Family Placement Lead at She has grown in confidence and in her abilities to
Cornerstone says, “This is a support her daughter out in the community by herself,
great outcome for Kerryann and baby Lily, although which was a huge milestone that she overcame and
it was a difficult and challenging time with the initial continues to do.
uncertainty, Cornerstone Shared Lives has enabled
them to stay together and for Kerryann to raise her
child whilst having the continued support and guidance
from her carers Sandra and Stephen in a natural family “ Kerryann is thriving with
environment. We have experience of two supported
parenting arrangements over recent years, and both her daughter and we’re very
proud of her.”
parents continue to thrive. The learning from these
arrangements have helped to influence and shape the
Shared Lives Plus supported parenting guidance for
both schemes and professionals in Scotland.”

Kerryann had already been supported by Shared Lives

for nine years and was living with her current Shared
Lives carers, Sandra and Stephen, for two years when
she became pregnant. “The Shared Lives service has
given me security so I’m able to become independent
and be able to learn the skills to look after my daughter
Lily and myself, plus continuing to grow with the support
of my carers and the Shared Lives service, which I love,”
says Kerryann.

Cornerstone Shared Lives, along with Kerryann’s Shared

Lives carers worked to ensure that Kerryann would be
allowed to keep her baby, as well as remain in Shared
Lives.

Sandra and Stephen say, “Being Shared Lives carers is a

joy to see the person we support, grow, and learn new L-R Sandra (Shared Lives carer) Kerryann and daughter
Lily and Stephen (Shared Lives carer)
skills to be able to move forward and become more
independent. It was important for Kerryann to have
our support, advice, and guidance through daily life/
challenges by being there for her and giving reassurance. @SharedLivesPlus @CornerstoneScot
Kerryann is thriving with her daughter and we’re very sharedlivesplus.org.uk cornerstone.org.uk
proud of her.”
30
 R E A L L I V E S

Striking a pose at
Stow Healthcare
Residents at Manson House Care Home, part Beyond being an opportunity for residents to look and
feel special, ‘Stowgue’ fostered a profound sense of
of Suffolk based family run care group Stow
community, creativity, and empowerment. Through this
Healthcare Group, have been proving that project, Manson House Care Home not only challenged
you are never too old for the spotlight in their stereotypes but also provided a platform for residents to
latest innovative project. shine, proving that you are never too old to look and feel
special.
Inspired by the iconic actress Miriam Margolyes who
appeared on the front cover of Vogue magazine in July
2023 aged 82 years, residents at the Bury St Edmunds
care home have embarked on a creative journey
to become cover stars of their very own ‘Stowgue’
magazine. The aim of project ‘Stowgue’ was to celebrate
the diverse personalities and life stories of residents
living at the care home whilst adding a touch of glamour
and creativity to their lives.

The team at Manson House set up photoshoot for

residents at the home who donned their favourite
outfits, complete with picture perfect hair and make
up to pose for the camera. The covers were completed
with personalised headlines unique to each individual,
capturing elements of their personalities, life histories
and words of advice shared as part of the experience; an
ultimate showcase of the timeless beauty and wisdom
that comes with age.

“We believe that every individual, regardless of age,

deserves to feel celebrated and valued,” said Ruth
French, Operations Director of Stow Healthcare. “I
saw Miriam’s Vogue cover last year and thought this is
absolutely something our residents can replicate. We
wanted to challenge preconceived notions about life
in a care home and highlight the incredible stories and
personalities that live with us. “

One of the residents at Manson House who took part

in the project said “It was a team effort for all of us,
one of my friends here even let us borrow some of her
accessories that matched our outfits. It was nice to see
everyone dressed up.” She added “We are not just all
sitting back and waiting to die, we are doing things!”

Hearing about the project’s success, the team at ITV

News Anglia visited the Manson House to cover the
project and surprised staff and residents with a video
message from the woman herself! In a personalised
message to the home Miriam Margolyes described her
Vogue experience as a “thrill” and shared her motto for
life which is “Live it now, don’t put it off.”
“ Residents were inspired by
The culmination of the project took place at the
actress Miriam Margolyes who
‘Stowgue’ Celebration event, where each resident was
presented with a framed edition of their final front
appeared on the cover of Vogue
cover. Residents and staff gathered in a ‘catwalk style’
presentation, raising glasses of fizz to celebrate each aged 82 years.”
other’s finished covers.

@StowHealthcare
stowhealthcare.co.uk

31
 R E A L
Challenging the standards
of dementia training
Hannah Miller,
Head of Dementia at Orchard
Care Homes is the pioneering
force behind Orchard’s Hannah Miller
specialist dementia training.
“ Some of the topics Hannah
explores are not traditionally
looked at in sector courses.”
The care home group, which operates 23 homes across
the Midlands and North of England, is delighted that
Hannah’s innovative approach to colleague development
and her passion to drive sector-wide change in
dementia care provision is being recognised externally,
with Hannah reaching the finals in the Workforce
Development category at the upcoming National Finals
of the Great British Care Awards in March.
Over the past year, Hannah has led the ongoing rollout
of three levels of dementia training to all clinical, care,
domestic, kitchen and management colleagues across
the group, an initiative Orchard believes is the most
extensive face-to-face dementia training programme
out there.
Hannah has designed her innovative, evidence-based
course content to re-frame how we think about people
living with dementia. Her training doesn’t focus on
dementia, it focuses on the people who happen to live
with dementia, and how we can help them live life to the
full.
Some of the topics Hannah explores are not traditionally
looked at in sector courses. Significant legislation,
for example, is covered at a much deeper level than in
standard modules, as are pioneering areas that aren’t
typically looked at across UK healthcare as a whole.
Hannah explores the usage of anticholinergics with
course attendees, and the potential impact these can
have on cognition. By making this a focus area, she
has been able to broaden colleagues’ understanding
of the cumulative cognitive effect of pharmacological
drugs and the impact these have on people’s health and
behaviour responses.
Pain relief is another vital part of the course content.
From Orchard’s investment into health tech, the group
now has the data and insight to demonstrate that the
32
L I V E S
ineffective pain identification and underutilisation
of pain relief for people living with dementia is a
significant contributory factor to distress which can
lead to inappropriate use of psychotropic and sedative
medication.
To achieve truly equitable care for people living with
dementia, Hannah focuses a section of the course
content on ‘positive’ risk, rather than using blanket risk
mitigation.
Training content firmly focuses on reducing malignant
social psychology through positive changes to language
used in care homes and overall communication in
dementia care. Understanding a person’s identity and
maintaining a sense of purpose in life is fundamental
engaging with them as a person helping them to feel
valued, understood and live as normal a life as possible.
Another important focus area within the training is on
de-escalation, and exploring the potential causes of
distress. Colleagues have open, experiential discussion
and look at a case study that follows an individual
through each of the sessions, building a holistic
approach for that individual.
Orchard Care Homes leads the sector in the use of
technology to support the care of people living with
dementia. It was the first organisation in the UK to adopt
electronic, AI-supported pain assessment for people
living with dementia who are not able to effectively
verbalise pain.
Electronic care planning, pain assessment and
medication systems allow detailed analysis of people’s
experience and presentation throughout their time in
the homes. It is rare for organisations to utilise these
systems to review the impact of training and genuinely
explore how the training is making a real difference for
the people living in care homes.
“ Hannah has designed her
course content to re-frame how
we think about people living
with dementia.”
@Orchardcarehome
orchardcarehomes.com
 R E A L
How a YMCA legacy
blossomed into a Wish Tree
For over thirty
years, Kim Retter has been
part of the social care sector,
spreading her quality of care Kim Retter
delivery and knowledge to
people who draw on services, their families
and her teams.
Since Kim had assumed the role of registered manager at
Compton View Residential Home shortly after the Covid
Pandemic, her primary objective has been to maintain
the home’s atmosphere of warmth and familiarity.
Equally important to Kim has been infusing the home
with joy, laughter, friendships, and companionships,
enabling residents to live their lives to the fullest.
After familiarising herself with each resident’s favourite
pastimes, Kim introduced a sing-along following each
monthly Residents’ Forum. It was during one of these
sessions that Kim noticed a particular tune, the iconic
‘YMCA’ by The Village People, resonated deeply with one
resident, who enthusiastically performed all the actions
to the song. Encouraged by Kim, she took the lead and
shared the moves with the group.
Following this delightful moment, a wave of applause
quickly followed, and from then on, this song became a
new anthem at Compton View. Watching every resident
join in was a truly joyous moment, serving as a fun way
to engage in armchair exercises without feeling like
exercise at all.
33
L I V E S
After her passing, staff and residents celebrated the
life of the resident who had inspired the Compton View
anthem and had initiated the moves now known as the
‘YMCA Wave’. It seemed fitting that her celebration of life
within the home included everyone singing ‘YMCA’ as a
tribute to her—a remembrance of positivity during a sad
time and a farewell to a dear friend.
“ One of her residents
started to perform all the actions
for YMCA.”
With a passion for providing the best end of life care,
Kim always commemorated every life lost at the
beginning of each new year. Residents’ remembrance
services typically include a sherry and a sing-along to
celebrate the lives of those who have passed. Some
families still maintain contact with the home, where
their most cherished memories of their loved ones are
held. The remarkable bond that Kim and her team have
formed with the families of the residents has resulted
in invaluable volunteers coming in and supporting
activities, while still feeling the presence of their loved
ones.
More recently, during Kim’s daily walk around the home
for ongoing interaction with her team and residents,
she took the time to assist a lady with her lunch. As
they chatted, ITV’s ‘Loose Women’ was on the television,
with the panel discussing their plans for 2023. This
sparked an idea with Kim, who casually suggested to
the resident: “Why don’t we work on granting all the
residents a wish?”.
The resident’s smile solidified the idea for Kim. A plan
was set in motion that day, and the residents’ ‘Wish
Tree’, as it was named, began to take shape. Kim spoke
to each resident to discover if they had an achievable
wish for 2023 that they would like to have granted.
Some wish requests included a trip on a bus,
going out for lunch, visiting a hair salon,
a trip to the beach, and walking for
dementia. With no barriers to requests,
Fairy Godmother Kim ensured that all
wishes were fulfilled, even bringing
the beach to Compton View!
Today, as the Wish Tree
continues to flourish with
requests, so does Kim’s unwavering
dedication, breaking down barriers
and turning dreams into reality with
each wish granted.
@ViewCompton
comptonview.co.uk
 C H A T

CO-PRODUCTION COUNTS!
SPICE up your life!
“ I am very proud of SPICE and
The SPICE team, are a group of people with
learning disabilities, autistic people and
everything we have achieved.”
people with a mental health support needs, Daniel – SPICE member
employed by social care provider Future
Directions, as ‘Experts by Experience’. Here’s
why, for Future Directions, Co-Production SPICE also work with external organisations and within
really does Count! local communities to share knowledge, breakdown
barriers, and increase awareness and understanding
about learning disabilities, autism and mental health.

“I love working with SPICE.” A member of the SPICE team, Abby said: “Tell them
about my life and what I’ve been through. It’s really nice
to meet them. They say I could write a book about what
Anthony – SPICE member I’ve been through. I love being part of SPICE. It makes
me happy.“

SPICE stands for Supporting People into Community

Employment and gives people with learning disabilities
and autistic people a voice. It gives them the opportunity
to speak out about things that are important to them.

They are involved in lots of work for Future Directions,

such as workforce development, as well as working with
other learning disability organisations and the wider
community.

We believe that by employing people that we support

and empowering them to tell their stories and deliver
training, we are able to challenge stereotypes and foster
positive attitudes.

We are also able to see the strengths and talents of

individuals, and value their lived experiences.

SPICE are involved in lots of projects; interviewing, “ I love going to Salford Uni
delivering training for all new employees on our staff
induction, green superheroes, chatty cafe scheme and and teaching students.”
many more.
Abbie – SPICE member

SPICE member Anthony said: “I do training for new staff

every month and I love doing it. I will tell it as it is. It’s
important that people understand about autism, so they
know how to provide better support. People learn a lot
from me.”

As Experts by Experience SPICE teach people to work

in a positive more person centred way. Their invaluable
guidance really does add a pinch of SPICE when
highlighting the need to foster a more positive and
person centered approach to care and support.

FD_SPICE FDirectionsCIC
futuredirectionscic.co.uk/brilliant-stuff/spice

34
 C H A T

IT’S NEVER TOO LATE TO CARE

Nothing matches a career in care!
Throughout the year we profile a care
professional who has come into the
sector after a career change and who
demonstrates that it really is never too
late to care! This month we meet Lewis
Collins, from Radfield Home Care who’s
journey working in a variety of sectors
and roles was led him to a career in care.
Lewis Collins is the Recruitment
& Training Manager at Radfield
Home Care Shrewsbury &
Oswestry. Before working in care,
his career journey has taken him
through a spectrum of sectors
and roles, all with a common
theme.
Lewis Collins “Interestingly, I initially was
destined for a career in the Army,
attending the Defence Sixth Form
College & subsequently an Army
Reservist - however a change
of heart led me to leave that
career behind, and in 2012 was
accepted on to a Management
programme with Tesco. As pretty
much anyone in Recruitment will
tell you - a chance encounter is
where I had my first real foray
into the care sector. During the
COVID pandemic, a real desire to
still be engaged and working with
people inspired me to become
a Support Worker, working with
adults with Learning Disabilities.
This experience at ‘the coalface’
has been immeasurably helpful.
The theme that ties all my roles together is the people-
facing aspect, I enjoy seeing people develop and grow,
and having an input on that, however small.”
Away from the office, Lewis enjoys working with people as
a Match Official in Rugby League and has progressed to
officiating International games in Professional Leagues.
Working directly with people always provides interesting
and often life-changing experiences. Speaking about
some of his memorable moments working in care, Lewis
said:
“A moment that has really stuck with me was when our
office arranged a trip to a football match for our clients
who have been fans for decades but hadn’t been to a
game in years. We organised travel & chaperones, as we
all enjoyed the game together & chatted - their smiles &
enthusiasm was just so incredibly memorable.”
Lewis also supported a Dementia Support Information
Day, held on 18th May 2023.
“Arranged by Karen Corcoran our Business Development
Manager, the day brought 40 charities, NHS and related
support organisations together in one room. We had
over 200 people attend the day, and there were tears,
often of relief - that there was actually so much support
out there for families and those living with Dementia. I
hadn’t thought about the impact that day would have.”
In 2023, Lewis became an award-winning recruitment
professional when he received the Recruitment,
Retention & Recognition (Three R’s) award at the West
Midland regional Great British Care Awards.
“I’m not sure if it’s overly groundbreaking what I do, but
I’m a big believer in being honest with people about what
the role of a home Care Professional entails and building
that relationship. Honesty, openness and taking a
genuine interest in someone’s development goes a long
way. Our retention rates are good, and our team is as
upskilled and as knowledgeable as they have ever been.”
Lewis’ experience has given him
a unique insight into what a Care
Professional can be, for anyone
considering a career in social
care, he had this to say:
“There is no longer a ‘typical
Carer’, that people may perceive
like in previous years. The role
of a Care Professional can now
be well paid, flexible and provide
rewards & benefits beyond
any other ‘usual’ 9-5 job. At
Radfield Home Care, we have
had Sales Managers, IT Project
Managers, Nursery Nurses,
and Police Officers all become
Care Professionals, and have
thoroughly enjoyed their new roles and importantly
- thrived. So if you’re thinking about coming into the
sector - do it! But my advice would be, do your research
and speak to people and find an organisation that will
look after you and develop your potential. There’s a job
satisfaction you won’t get anywhere else.”
“ The role of a Care Professional
can provide rewards & benefits
beyond any other ‘usual’ 9-5 job.”
radfieldhomecare.co.uk
@radfieldcare

35
 C H A T
WHAT KEEPS ME
Angela Boxall
Chief Executive, Majesticare
Chair, Care England
Anglea Boxall, Chief Executive at care home
group Majesticare and newly appointed
Chair of Care England, shares her thoughts
on the current state of social care and hopes
for the future.
Working in social care has been my lifelong passion,
backed by 25 years of experience. The enthusiasm,
dedication, and heartfelt commitment that ignited my
career remain as strong as ever. Each day in social care
presents a unique learning experience, offering the
privilege of connecting with those supported by social
care and the individuals supporting the sector in various
roles.
Reflecting on my journey—from frontline worker to
provider, an ambassador for Championing Social Care
and now as Chair of Care England—I am more convinced
than ever that this is a sector for life. Social care is where
continuous learning and personal growth thrive, where
individuals bring not only their skills but also their
compassion to work every day. The unique combination
of professional and personal fulfillment is a rarity in other
sectors. So why is it not a top career choice?
In my role at Care England, my mission is clear: to elevate
social care as a celebrated profession. Often overlooked
are the diverse career paths available, from frontline
care to roles in HR, finance, and leadership. However,
challenges persist, particularly in attracting talent and
combating negative perceptions.
The overarching concern is how to shine a light on this
incredible sector, attracting the stars of tomorrow. The
workforce serves as the backbone of social care, but
funding constraints, migration laws, and negative public
perception, particularly as a career choice, continue
to pose significant hurdles. Inadequate funding
leaves many providers struggling to offer competitive
salaries and comprehensive training and development
programs. Initiatives to improve wellbeing, such as sick
pay, healthcare benefits, and mental health support,
become challenging to implement, leading to real
concerns about mental health and burnout within the
sector.
“ In my role at Care England,
my mission is clear: to elevate
social care as a
celebrated profession.”
36
AWAKE AT NIGHT
“ Rising living costs sadly force
many individuals to reconsider
their careers in care, leading to
a loss of passionate talent.”
Rising living costs sadly force many individuals to
reconsider their careers in care, leading to a loss
of passionate talent who would have become the
leaders of tomorrow. Engaging younger generations
and increasing volunteer participation is essential to
cultivating a skilled and diverse workforce to meet the
growing demands of the sector.
The sector needs to increase the number of volunteers,
as they play a huge role within our communities.
Linking with the local community is so important to
social care and for those living and working within the
sector. Very often the local community serves as your
best marketing tool, especially for the workforce. It is
imperative to create links with schools and colleges to
improve awareness and perception, among the younger
generations, to attract and encourage them to enter the
care sector as a career choice.
Recruitment, trends, and policies create additional
hurdles for overseas workers making it harder for them
to support the sector and establish long-term careers,
exacerbating further strain on the sector. The looming
shortage of skilled workers threatens to compromise the
quality of care provided to those who need it most.
As we navigate these challenges, it becomes imperative
to address funding gaps, advocate for more supportive
migration policies, and actively work to reshape the
public perception of social care. It is only through
collective efforts that we can secure a sustainable future
for social care, where passionate individuals, both local
and overseas, can thrive and contribute to the wellbeing
of our society. Collaboration with organisations like
Care England and Championing Social Care is essential.
Despite challenges, the journey ahead promises a
vibrant and valued social care sector, rewarding efforts
with a thriving community and societal wellbeing.
@Majesticare_ch @CareEngland
majesticare.co.uk careengland.org.uk
 S U P P O R T E D B Y

28TH JUNE 2024 ● MARRIOTT REGENT’S PARK, LONDON

A w a r d C a t e g o r i e s
★ THE PALLIATIVE CARE AT HOME AWARD ★
★ THE PALLIATIVE RESIDENTIAL CARE PROVIDER AWARD ★
★ THE PALLIATIVE NURSING HOME PROVIDER AWARD ★
★ THE PALLIATIVE CARE WORKER AWARD ★
★ THE PALLIATIVE CARE MANAGER AWARD ★ Closing
★ THE PALLIATIVE CARE TEAM AWARD ★ date for
nominations
★ THE ANCILLARY WORKER AWARD ★ 1st APRIL
★ THE SUPPORT FOR FAMILY CARERS AWARD ★ 2024
★ THE DIVERSITY AND INCLUSION AWARD ★
★ THE INNOVATION IN END OF LIFE SOCIAL CARE AWARD ★
★ THE BEST INFLUENCER AWARD ★
★ THE EXCELLENCE IN PALLIATIVE CARE NURSING AWARD ★
★ THE BEST FUNDRAISER AWARD ★
★ THE WORKFORCE DEVELOPMENT AWARD ★
★ THE BEREAVEMENT SUPPORT AWARD ★
★ THE OUTSTANDING VOLUNTEER AWARD ★
★ THE LIFETIME ACHIEVEMENT TO EXCELLENCE
IN PALLIATIVE CARE AWARD ★

N o m i n a t e N O W a t :

www.palliativecareawards.co.uk
 C H A T

HAVE YOUR SAY!

3 Wishes!
Lisa Jones, Manager, Waverley House, Kent Autistic Trust
Lisa Jones, manager of the Kent Autistic Trust’s Waverley House service, has worked
in care her whole career and says she loves her job!

1 I am passionate about co-production and would like to see individuals have

more of a say in the own care and support with bespoke packages designed
for and with the person. This could be in their own home, or in a specialist
service. The key is to listen to the person and empower them to make
sure their own wishes mean something.

2 I would love for more people to have a better understanding of the issues
that face autistic people in the community. If people were better educated, it
would be much easier for everyone – autistic and non-autistic alike – to live and work
together in our communities.

3 Lastly, I would like to see the lowest paid care workers recognised financially
for the incredible job they do every day, often in difficult circumstances.
They are often overlooked, and they all do a fantastic job for the people we support,
enabling people to thrive and live their best lives.

In The Spotlight
Margaret and Tony Sawyer, Woodland View Care Home, Ideal Care Homes
The secret to everlasting love? “Just say ‘yes dear’” according to Margaret and
Tony Sawyer, residents at Woodland View Care Home in Droitwich, who recently
celebrated their 70th wedding anniversary.
Margaret and Tony’s love story began on Margaret’s family farm in Stratford Upon Avon,
where the pair first met. Tony would visit the farm to pick fruit, and later began helping
out with jobs whilst he was in sixth form.

The pair got to know each other very well, and after a few years of courting, got married on
29th December 1953 at St Gregory’s Church in Stratford.

To celebrate their Platinum anniversary, Margaret and Tony enjoyed their favourite meal of
baked haddock coupled with homemade tiramisu at Woodland View with their four children.
When asked what their advice to a long and happy marriage would be, Tony and Margaret
agreed, “Just say ‘yes dear’, and then do whatever you were planning on doing in the first
place! Be each other’s best friend.”

Lisa Dews, the Home Manager at Woodland View, commented, “It was such a pleasure to be part
of this memorable occasion. It’s very important to us that we help our residents to continue to make
cherished memories, so we’re over the moon that this incredible couple enjoyed their 70th wedding
anniversary at Woodland View.”

38
 C H A T

Movers & Shakers

Tracy Norbury, Home Manager, Age UK, Macclesfield Hollins Park
Tracy Norbury, Home Manager at Hollins Park care home in Macclesfield,
was recently awarded the Queen’s Nurse Award.

Tracy has worked for Care UK since she was just 16 years old. Over the course of nearly
two decades, she has held almost every role within her current home – having started as
a domestic, before moving into the kitchen.

When she became a qualified nurse in 2013, Tracy showcased her natural
leadership skills and continued to progress, becoming the Home Manager in
2017 when she was just 29 years old. In 2019, Tracy led her team to gain four ‘Outstanding’
KLOEs from the CQC, making Hollins Park the first home to achieve this in the entirety of
Cheshire.

Speaking on the importance of the Queen’s Nurse Award, Tracy said: “I feel very proud to have
been recognised in this way, and to have been encouraged to put myself forward for the title of
Queen’s Nurse. I’ve worked hard throughout my career, but I know I could not do my job without
the support of my team. I hope this award will go on to inspire others – regardless of their job title –
to put themselves forward for recognition whenever they get an opportunity to do so.”

Lightbulb Moment
Enhancing the way we care
Mike Shears, Managing Director, Easy Like Sunday Morning
As someone completely new to care, I have a unique, uninhibited view of the sector. Coming into care
with fresh eyes has meant I’ve had a few ‘Lightbulb Moments’ where I can see opportunities for us all
to learn and improve.

We should have council and industry initiatives that provide shared platforms to centrally
record and monitor information. There should be a common set of policies and procedures where
all providers input into their development, that are administered and updated centrally.

Regulation should empower care providers with advice, knowledge, and encouragement for
improvement. However, the current rating system often misrepresents their success, leading to
counterproductive stress and demotivation.

We should continue to invest in home care innovations that enhance the quality of life for individuals,
particularly the elderly and those with disabilities or chronic conditions.

Finally, we need to embrace AI-driven platforms create tailored care plans, streamlining delivery
and ensuring consistently excellent outcomes through continuous learning.

Now have your say!

Do you have any thoughts you’d care to share? Care Talk want to hear from you!
Email kirsty@care-awards.co.uk for the opportunity to appear in upcoming editions.

39
 C H A T

ASK THE EXPERTS

“ How do you amplify the voices of

people who utilise your services? ”
Equality, Diversity, and Inclusion directives are essential to
ensure the success of a co-produced service. With this in
mind, we asked a group of finalists from the National Learning
Disabilities & Autism Awards the question: “How do you wield
the power of advocacy and amplify the voices of people who utilise your services?”

“ This is a powerful tool

enabling support workers to
use intelligence to advocate
Hazel Ashmore
for individuals.” Senior Clinical Lead
Home From Home Care

"Individuals with learning disabilities and autistic people may not be able to communicate verbally how they are feeling,
leading to a failure to recognise when an individual is unwell or to effectively make a diagnosis. This, together with support
workers not being involved in decisions on care and treatment, are significant contributory factors to health inequalities.
Home From Home Care has a bespoke IT platform that enables the recording of a myriad of data relevant to an individual’s
health, wellbeing, and quality of life. Individuals provide information daily through mood, behaviour, vital signs, symptoms
relating to long-term conditions, sleep, engagement, etc. Through accurate and consistent recording, analysis, and
interpretation of this data, we enable their data voice to be heard. This is a powerful tool enabling support workers to use
data-informed intelligence to advocate for individuals, which then facilitates clinicians’ ability to make informed decisions
about their care and treatment.

“ I use social media and public

speaking to amplify the voices of
Niall Guite
Athlete all those with LD and Autism.”
Special Olympics GB

"I am an artist. I am a Special Olympics GB (SOGB) Athlete, a member of the Athlete Leadership teams, which represent
the collective voices of thousands of athletes, for SOGB and the region of Europe Eurasia– I am also a person with a
learning disability (LD) and Autism. I use social media and public speaking to amplify the voices of all those with LD and
Autism, to show the world that we should have a seat at the table in life. I hope through my work that families with newly
diagnosed children can see me as a beacon of hope, people with LD and Autism can see me as an inspiration for those
finding their own voices and their own seat at the table. For we have so much potential - if people are willing to advocate
and be inclusive. My own journey has not been an easy one. It took me a long time to find my voice. BUT I have no intention
of stopping now!"

40
 “ Giving voices to the
unheard requires more than
raising the volume.” Dan Harris
Founder
Neurodiversity in Business

"Giving voices to the unheard requires more than raising the volume; it means authentically representing their experiences,
even when looking at the bigger picture.

Responsible advocacy isn't about merely recounting stories; it's about forging connections between these narratives and
those who can make a difference. All the data in the world can only ever empower service providers to generalise about the
community they serve. Forging those connections is crucial to enabling service providers to fill in the gaps and integrate
compassion and empathy into their work.

My advocacy focuses on enabling service providers, for example, those working with autistic and ADHD children, to see
the world through the eyes of those they serve. By sharing stories that evoke the lived experiences of these children and
their families, I can give providers insight into what the day to day feels like, and what the support they offer feels like in
that context.

Co-production like this maximizes the impact of available services, making them responsive to the needs of each person.
Wielding the power of advocacy well means channelling the experiences of our community into tangible change for
everyone."

“We have developed partnerships

with Developers and Registered
Social Landlords, who all share
Sally Jobling in the drive to co-produce
Divisional Director
of Supported Living, accommodation and support.”
Salutem Care & Education

"At Salutem Care and Education Supported Living, everything we do has involved, been created, or designed by the
individuals we support. By embracing the REACH standards, we empower individuals to make informed choices about their
lives, where they collaborate, make decisions, and shape their services. This is enhanced by partnerships with independent
advocacy groups nationwide and internal self-advocacy programs.

Our approach to developing new options with individuals prioritises personal choice, assistive technology, and adapted
environments, to ensure independence over restrictions. We have developed meaningful partnerships with Developers and
Registered Social Landlords, who all share in the drive to co-produce accommodation and support, with the individual's
voice firmly at the centre.

We are committed to ensuring every voice is heard and listened to. Whether that means signposting to external resources
to ensure the individual preferences are met, or collaborating with alternative service provisions, every individual deserves
a life filled with happiness, choice, and control."

41
 C A R E T A L K O N T H E R O A D

Care Talk has a packed agenda of events ahead.

We are proud to be media partners and supporters for some
fantastic events listed below.

Coming up...
Great British Care Awards National Finals
22nd March 2024 ICC, Birmingham

Housing With Care Awards

7th June 2024 Hilton Bankside, London

The Dementia Care Awards

13th June 2024 Royal Lancaster, London

Learning Disabilities & Autism Awards

21st June 2024 ICC, Bimingham

The Palliative & End of Life Care Awards

28th June 2024 Marriott Regent’s Park, London

Social Care Top 30 Awards

15th October 2024 Grosvenor Square Hotel, London

The Children & Young People Awards

24th October 2024 ICC, Birmingham

Great British Care Regional Awards

1st November 2024 East of England Milton Keynes Dons

2nd November 2024 West Midlands ICC, Birmingham

6th November 2024 Wales Marriott Cardiff

7th November 2024 North East Grand Hotel Gosforth Park, Newcastle

9th November 2024 North West Kimpton Clocktower Hotel, Manchester

14th November 2024 South West Ashton Gate, Bristol

15th November 2024 South East Hilton Metropole Hotel, Brighton

16th November 2024 London Hilton Bankside, London

22nd November 2024 Yorkshire & Humberside Royal Armouries, Leeds

27th November 2024 East Midlands East Midlands Conference Centre, Nottingham

Women Achieving Greatness in Social Care Awards

28th November 2024 Hilton Bankside, London

*please note: some dates/venues subject to change.

42
 The Sector’s
Premier Event For
Leaders and Influencers
in Social Care

RECOGNISING INFLUENTIAL LEADERS IN SOCIAL CARE

2024
I N C O R P O R A T I N G

15th October 2024

Grosvenor Square Hotel, London

N O M I N A T E N O W A T

www.socialcaretop30.co.uk
 S O C I A L C A R E ' S
Leading the Way in Social Care
We nurture whatever
ambitions our team hold
Vicky Haines
Managing Director
Kingsway Care
Finalist in last year’s Women Achieving
Greatness in Social Care Awards, Vicky
Haines, Managing Director for domiciliary
care provider Kingsway Care, shares her
approach to leadership and how her previous
experience as a Probation Officer, has shaped
her approach to workforce development.
My previous experience as a Probation Officer, managing
high risk offenders in prisons and the community
has allowed me to develop a clear understanding of
people and how they respond to ‘being managed’.
This awareness has informed the way I build positive
and productive relationships with service users.In my
experience, restrictive instructions are often counter-
productive, with most people wishing to be part of
both the discussion and the resolution. I feel those
previous experiences equipped me to champion our
team at Kingsway Care, whilst working in a collaborative
manner. So, within a sector whose purpose is to care
for others, developing my leadership style on a basis of
supportiveness, inclusivity and collaboration has been a
huge advantage.
The domiciliary care landscape is challenging, with
ongoing conflicts around the cost of care and how
to manage recruitment and retention within an ever-
increasing demand for care. Whilst at Kingsway
Care, I have made a determined effort to support the
professionalisation of the sector and create a principled
environment to ensure appropriate pay and conditions
match the level of skill, qualification and responsibility
that come with these roles. These daily challenges
require that leadership offers support to a workforce
that is already navigating a complex sector and who are
unlikely to respond well to dominant or transactional
oversight.
At Kingsway Care, we have an inclusive workforce, which
is 80% female, much in line with the overall adult social
care workforce figures in 2022/23, which comprised 81%
female and 19% male workers (Skills for Care, 2023).
Our Senior Leadership Team fully supports workforce
development, with continuous personal development
seen as a necessary contribution to change the
44
G O T T A L E N T
perception of this sector, to one which is viewed as
an essential pillar of our society, complete with highly
skilled, motivated, and committed care professionals.
At Kingsway Care we always lead by example, regularly
updating our own knowledge base, readily accepting
that we cannot know everything, always being prepared
to acknowledge where change is required, and
collaboratively pursuing solutions, which cultivates a
safe, transparent, and supportive working environment.
Allowing our team the space to consider their strengths
and desires for their futures has also been key to creating
a workforce that feels valued, as they see our readiness
to invest in their development. Every member of our
team is offered the opportunity to advance their skills,
through further training, if this is their ambition. We
equally support those who are happy to carry out their
roles to the highest standard without any inclination to
take on further additional study. At Kingsway Care, it is
never about expecting everyone to follow the same path,
therefore we nurture whatever ambitions our team hold,
as we recognise that our workforce will have diverse
personal requirements depending on whichever stage
of life they are in. I always aim to enhance the skills of
potential female (and male) leaders within our team, as
this approach has created a workplace culture where
staff retention has become less of a concern.
“ It is never about expecting
everyone to follow the same path.”
Since leading the team at Kingsway Care, I am proud to
have developed a team of people who appreciate the
bigger picture. Professional success is based upon
intelligently developed relationships, which helpfully
speak to our team in an effective way, so inviting team
members to be part of our strategic collaborations
demonstrates that great ideas don’t just come from one
place. Regardless of role within the business, no one is
‘just doing a job’. Everyone acknowledges the impact of
their efforts on clients, colleagues, professional partners
and the social care sector and our team value our
constant attempts to change public perception around
the amazing work they do, opening the door even wider
for all female leaders of the future.
https://www.skillsforcare.org.uk/Adult-Social-Care-Workforce-Data/
Workforce-intelligence/documents/State-of-the-adult-social-care-
sector/The-State-of-the-Adult-Social-Care-Sector-and-Workforce-2023.
pdf#page=116
@KingswayCare
kingswaycare.com
NOMINATE NOW FOR THE 2024 AWARDS!
l INTEGRATED RETIREMENT COMMUNITIES l PEOPLE WITH LEARNING DISABILITIES
l PEOPLE WITH MENTAL HEALTH PROBLEMS l RETIREMENT VILLAGES l ASSISTED LIVING
l EXTRA CARE HOUSINGl SUPPORTED LIVING AND SHARED LIVES SCHEMES

Categories
The Housing with Care Employer Award l The Housing Team Award

The Care and Support Worker Award l The Housing with Care Manager Award

The Housing Manager Award l The Team Leader Award l The Care Team Award

The Housing with Care Apprentice Award l The Chef Award l The Activities Co-ordinator Award

The Garden Landscaper Award l The Care Handyman/Person Award l The Housekeeper Award

The Workforce Development Award l The Housing Developer Award l The Building Design Award

The Care Commissioner Award l The Integrated Retirement Community Hero Award

The Frontline Leader Award l The Tenant Co-Production Award

The Outreach Community Service Award l The Supported Housing Innovation Award

The Tenant Participation Award l The Lifetime Achievement Award

7TH JUNE 2024 l H I LT O N B A N K S I D E l LONDON

N O M I N A T E N O W A T :

www.housingwithcareawards.co.uk

S U P P O R T E D B Y
 “ I’ve recently
been more open
to sharing
my own my
experiences of
homelessness.”

David Thompson
Chief Executive
Inicio Group

46
 S O C I A L C A R E ' S
Leading the Way in Social Care
Turning trauma
into purpose
Finalist in last year’s Social Care Leaders
Awards, David Thompson, Chief Executive
at children’s services provider Inicio Group,
explains how his formative years have
influenced the trajectory of his career today
and his commitment to supporting vulnerable
children and young people.
There is no denying that leadership in social care
represents a complex, nuanced, and deeply personal
journey for anyone privileged enough to hold such a role.
Our decisions intrinsically shape the lives of the people
we support and our teams who support them. It’s a
path often characterised by resilience, empathy, and an
unwavering commitment to creating positive change in
what can often seem an overwhelming world.
I’ve recently been more open to sharing my own my
experiences of homelessness as a young person,
following a childhood that can, at times, feel wholly
tainted by the exposure to regular domestic violence,
substance abuse, and early years trauma.
There is no doubt in my mind that the experiences I
faced as a child profoundly influenced my career choices
and commitment to creating safe homes for vulnerable
children. It also feels natural to associate this with me
being such a vocal advocate for the introduction of
regulations within supported accommodation and the
need for a national association to improve outcomes for
young people from within the sector.
In 2010, at the age of 24, I made the bold move to step
down as registered manager of two children’s homes and
launched my own children’s social care company with a
clear vision and a set of values aimed at addressing the
shortage of safe, nurturing, and empowering homes for
vulnerable young people aged 16+.
I believe my passion, hands-on style, and nurturing
approach to those around me are what I am most known
for as a leader. I believe true leadership is about being
present, accessible, and actively involved, ensuring that
I deliver on my word, and that my actions always align
with the values I built my organisation upon.
My early experiences taught me that to truly make a
difference, it is important to lead with both empathy and
integrity. This belief has been central to how I’ve steered
Inicio through the ever-changing landscape of children’s
social care, a pandemic, a cost-of-living crisis, and the
introduction of regulation. With ever shifting policies,
emerging challenges, and evolving needs, leaders need
47
G O T T A L E N T
to be adaptable, informed, and have a good support
network around them.
Leadership can be a lonely role, with immense pressures
and responsibilities. I have been very fortunate to
have built team around me that I trust, can rely on,
and share the same values as me. I believe of all my
accomplishments; this has been my greatest. I am
surrounded by passionate, committed individuals that
trust my leadership, and have confidence to challenge
me if they don’t agree with something. This is a real
privilege, and I am thankful for my team’s counsel,
commitment, and confidence.
Over the last 2 years the Department for Education has
introduced legislation for supported accommodation,
and Ofsted have taken the lead on how to regulate such
a diverse sector. I have often spoken about the diversity
of supported accommodation being part of its beauty,
but it also creates a challenge when looking at unifying
those within it to create one voice. This has been my
goal for the last few years, and I am very pleased that
the National Association of Supported Accommodation
Partners (NASAP) came to life in November 2023.
“ I’ve steered Inicio through a
pandemic, a cost-of-living crisis,
and the introductionof regulation.”
Built upon the principal of “Collaboration Over
Competition, always”, NASAP has become the leading
organisation for the sector, a safe place for providers
to learn, a collective voice to champion the rights and
entitlements of young people and an opportunity to
shape the future. I believe true leadership requires the
skills needed to put aside commercial interests and
come together for a greater purpose. It has been a
highlight of my career seeing so many inspiring leaders
from across the sector come together with that shared
vision, and I look forward to what we can achieve
together, for young people.
inicio-group.co.uk
 P R O D U C T S
Care Homes by design
Chris Thomas
Co-Founder
Litenet
Chris Thomas, co-founder of telecoms and
internet connectivity specialist, Litenet,
shares how care providers can design their
homes and services to ensure they operate
as efficiently as possible for the people using
them.
“ One way to improve cellular
signal in a new care building is to
install a mobile signal booster.”
Designing a new building is an incredibly complicated
process, particularly when it is being built to home
elderly residents with varying complex needs. Architects
must consider the visual appeal and interior design
elements to ensure it offers the highest quality of life
to those who will be residing in the home. In addition,
there’s a whole team of engineers and technicians
who have to thoroughly examine everything from air
conditioning to light switches.
Modern social care buildings require a lot of services.
They not only have to look good, but also function well
to be attractive to both the residents and staff. They
also need to be flexible, allowing staff to adapt to ever-
changing care needs.
In today’s world, cellular connectivity has become
an essential part of our daily lives, especially in new
care buildings. It is crucial that architects understand
the importance of cellular signal within social care
operations and plan for it during the initial design stage
of the home.
Poor cellular coverage can cause many problems such
as dropped calls and slow data speeds, which can be
significantly detrimental in the social care sector when
sharing people’s health records and care needs with staff
and family. In addition, weak cellular signals can pose
a safety hazard in emergency situations. If a resident
needs immediate attention, for instance, staff may not
be able to call colleagues for further help or inform the
resident’s next of kin if they need to be taken to hospital,
which could lead to dire consequences.
Ultimately, a lack of cellular signal can have a significant
impact on staff productivity and efficiency, leading to the
quality of care being impeded.
48
& S E R V I C E S
What architects can do to
improve cellular connectivity
in a new care building
Architects can plan for cellular coverage during the
design stage, select materials and finishes that allow
for better signal penetration, design for optimal signal
distribution, incorporate rooftop equipment, and
future-proof the building’s infrastructure. One way
to improve cellular signal in a new care building is to
install a mobile signal booster, a device that amplifies
weak cellular signals, increasing signal strength and
coverage throughout the care home. These boosters
can be installed in the building during construction or
retrofitted into existing buildings. Installation during
the building phase also helps to keep costs down by
reducing the labour involved in running cables and
installing equipment. In addition, it avoids any negative
impact the installation works might have if the building
is already housing residents.
Planning for cellular coverage
Modern building materials and designs are some of the
most energy efficient we’ve ever seen, but the same thing
that keeps the heat inside (or outside!) is the same thing
that blocks cellular signals. Cladding, insulation, and UV
reflecting glass all bounce signals away, while reinforced
concrete acts as a significant block. Architects can work
with companies that specialise in cellular coverage
during the design phase, where they can determine
the type of coverage required, the locations for cellular
antennas and equipment, and any necessary structural
modifications. By planning for cellular coverage from
the outset, architects can ensure that care homes are
comprehensively designed to accommodate the needs
of both residents and staff.
A lack of cellular signal can have
a significant impact on staff
productivity and efficiency.”
What if the building’s
already finished?
Surveys can be conducted to determine what signal
levels are present inside for any or all networks.
Dedicated specialists can then identify areas of poor
coverage, work out which networks are suffering, and
build a picture of black spots. With this information,
they can work with care operators to put together a
plan – whether that’s for full coverage, building wide, or
hotspots in strategic locations.
Overall, incorporating cellular coverage into care home
design is essential in today’s tech-driven care sector. It
not only empowers carers to provide the highest quality
of care possible, but also enables the home to keep
evolving with the latest advancements in technology,
benefitting all that use it.
litenetuk.com
 L E T ’ S L E A R N

When life gives

you lemons...
Dementia Training for Shirley Pearce BSc MRCOT
Health and Care Professionals
Founder/Chief Executive, Understanding Dementia

After working in dementia care in various roles and

■ Interactive 9-week online courses, choice of daytime or settings, I noticed a gap between awareness and a real
evening sessions understanding of the condition, even among specialist
■ Termly, beginning in January, April and September professionals. I started the charity Understanding
Dementia to bridge that gap and lessen the impact on
■ Approach focuses on communication skills in practical,
those who live with it.
everyday situations
■ Previous trainees report improved client outcomes and In Covid lockdowns, the sudden closure of face-to-
increased job satisfaction face services left local family carers unsupported.
We trialled interactive courses via virtual meetings,
■ Appropriate for any level of experience
with overwhelmingly positive feedback; training for
■ Competitively priced at £195 per trainee – includes all health and care professionals soon followed. Instead
sessions, booklet, e-handouts and CPD certificate of merely covering biomedical information, training
in our counter-intuitive approach focuses on feelings
Book online via and communication skills. It is delivered in bite-sized
amounts, with time between sessions to apply the
www.understandingdementia.co.uk approach in practice, and ongoing support via email
Contact us for group discounts or bespoke courses and closed online groups. Participants report improved
lucy.w@understandingdementia.co.uk client outcomes and increased job satisfaction, with
fewer behavioural issues. Health and care workers in
geographically scattered teams train together or in
different meetings according to their shift patterns.
Where family members and professionals use the same
approach, clients experience seamless care. We have
turned a potential training crisis into an opportunity to
Registered charity no. 238331 support many more people with dementia, by training
those who care for them.

THE
REGIONAL AWARDS
2024
I N A S S O C I A T I O N W I T H

SP
OPPOONSORSHI
NOW RTUNITI P
AVA I L E S
AB
careinfo@ LE:
-aw
1st November 2024 2nd November 2024 6th November 2024 co.u ards.
k
EAST OF ENGLAND WEST MIDLANDS WALES
Milton Keynes ICC Marriott
Dons Birmingham Cardiff

7th November 2024 9th November 2024 14th November 2024 15th November 2024
NORTH EAST NORTH WEST SOUTH WEST SOUTH EAST
Grand Hotel Gosforth Park Kimpton Clocktower Hotel Ashton Gate Hilton Metropole Hotel
Newcastle Manchester Bristol Brighton

16th November 2024 22nd November 2024 27th November 2024

LONDON YORKSHIRE & HUMBERSIDE EAST MIDLANDS
Hilton Bankside Royal Armouries East Midlands Conference Centre
London Leeds Nottingham

NOMINATE NOW AT:

www.care-awards.co.uk/nominate
49
 L E T ’ S L E A R N

Equality, diversity
and inclusion support
for social care

As we focus this issue on equality, diversity,
and inclusion (EDI), Skills for Care shares
some of the support they have available for
fostering EDI in social care.
At Skills for Care one of our strategic priorities is
supporting culture and diversity to ensure the workforce
is treated equally, feels included and valued, and is
supported to stay well and pursue their careers in social
care.
We have a range of resources and support available for
social care managers and teams to help create inclusive
organisations and to ensure people working in social
care and people who draw on care and support from
all backgrounds are treated fairly and are supported to
flourish.
We’ve rounded up some of the support available.
Development for managers
The Moving Up programme is aimed at leaders from
Black, Asian, and minority ethnic backgrounds who
want to take the next step in their career, with an

“ The Moving Up understanding of the specific barriers which people

from a diverse background may face in progression.

programme is aimed at leaders The Moving Up programme includes a mix of self-

learning modules and live online sessions, and covers
who want to take the next step topics and skills including networking, building self-
confidence, leadership skills, creating a personal brand,
in their career.” and identifying your own skills and weaknesses.

Additionally, it offers an opportunity to network with

like-minded people in the sector, learn from others, and
share experiences and ideas.

50
Creating an inclusive workplace
Our recently updated ‘Creating an inclusive organisation’
programme supports people to improve equality,
diversity, and inclusion across their organisation.
The programme consists of two eLearning modules
which are designed to develop leadership skills and
promote career progression. All topics covered in
the modules form part of an action plan which can
be used by the participant to improve their learning
and understanding but can also be used to educate
colleagues and improve EDI within their organisation.
Topics covered include discrimination; promoting EDI;
leadership and management, and personal branding.
Understanding racism
On the Skills for Care website you can find our
understanding racism guide which provides an
introductory overview of what racism means and offers
current thinking and understanding about racism.
This guide is a useful tool for reflection and discussion.
You can use this guide to prompt conversations
around racism at team meetings to increase everyone’s
understanding of what racism is.
The guide also provides an action template which you
can complete as group to plan positive changes for your
organisation.
Being confident with difference
Our ‘Confident with difference’ resource is a collection of
four short films about diversity in the workplace.
Topics covered include what being confident with
difference means and how to engage with you
community.
Each film is accompanied by an activity to generate
discussions to consider how well diversity is embraced
within your organisation and how you could improve.
These can be used to aid conversations around diversity
with your team and to identify successes and areas for
improvement.
Providing culturally appropriate care
East Sussex County Council Adult Social Care Training
Team, funded by Skills for Care, have developed a range of
resources to support care workers in providing culturally
appropriate care to people from different backgrounds.
This includes an in-house training session helping staff
to think about direct and indirect discrimination, and
giving a broader understanding of how to relate to and
work more effectively with people from diverse cultures.
51
Supporting Race Equality Week
and Black History Month
At Skills for Care, we regularly support advocacy days
such as Race Equality Week and Black History Month.
During Race Equality Week in February, we ran a
challenge encouraging teams to take on an EDI learning
activity. On our dedicated Race Equality Week webpage
you can find out more about the challenge.
For the most recent Black History Month in October
2023 we created a webinar speaking with Black female
leaders in social care, to hear about their experiences,
challenges, and successes in the workplace. The
webinar celebrates the contribution of Black women
in social care and provides an opportunity to reflect on
obstacles and challenges faced by people from diverse
backgrounds.
It’s important to continue to utilise these resources and
activities all year round.
SC-WRES - a future tool to support
the achievement of equality in the
social care workforce
Developed by Skills for Care, the Social Care Workforce
Race Equality Standard (SC-WRES) is a tool which can
be used to identify issues, take action and measure
improvements in the workforce with respect to
the experiences of people from a Black, Asian and
minoritised ethnic background.
Initially piloted by 18 trailblazing local authorities in 2021-
22, the tool has been rolled out further throughout 2023-
24. Data from workplaces is collected against nine key
metrics and can then be used to create action plans and
monitor positive change over time. We’ll be publishing
our findings from the latest data collection in March
2024.
“ We created a webinar
speaking with Black female
leaders in social care.”
Find out more about our initiatives and support
available via the Skills for Care website.
@skillsforcare
skillsforcare.org.uk
 L E T ’ S
Taking pride in memories
Lizzie Salter
House of Memories
ProgrammeManager
Liverpool Museums
Lizzie Salter, Programme Manager at House of
Memories at Liverpool Museums, discusses
how their bespoke app package, initially
designed for individuals living with dementia,
has since been developed for use by members
of the LGBTQ+ community.
“ My House of Memories is a
social cohesion tool, connecting
people living with dementia to
families, friends and carers.”
52
L E A R N
House of Memories was launched in 2012 as a museum-
led dementia awareness programme from National
Museums Liverpool. As a museum we wanted to explore
the barriers to accessing museums and found the value
in social history collections with people living with
dementia.
The programme features several strands including in-
person and online training aimed at carers, family and
friends and an app, My House of Memories, that is used
as a social cohesion tool in connecting people living
with dementia to their families, friends and carers within
the UK and beyond.
It is estimated that 61% of those with a dementia
diagnosis do not feel connected within their community.
We have responded to this need by co-creating
programmes which stimulates memories and empowers
people living with dementia to connect with their
passions.
As part of LGBTQ+ History Month, we have worked
with LGBT+ charity Switchboard, to explore community
memories within a global context and created a virtual
library of LGBTQ+ memories to be included as a section
in the award-winning My House of Memories app.
Memories have been collected through online of connecting elders to their memories. We wanted
workshops with Switchboard’s Bereavement, Older a programme that works with cultural organisations,
People, and Dementia (BOLD) group made up of community settings and museums to explore items of
older LGBTQ+ community members, some who are living memory and to use these as a conversation starter
themselves living with dementia. to meet the person living with dementia where they
are. The app is co-created throughout its development
Conversations were based around memories people had process and workshops are conducted throughout the
of events like Pride, nightclubs and social spaces. The process to ensure that each item has a story.
sessions did not shy away from honest memories around
key moments in queer history, including the global HV/ Co-creating this app package with people living with
AIDS epidemic and section 28 which had influenced and dementia within the LGBTQ+ community has been
shaped people’s lives. a delight. It has really shown the potential of the My
House of Memories app in connecting people through
One thing I always stress when developing any app memories.
package is that the process is just as important as
the final product. From the conversations and stories
gathered in sessions with Switchboard, participants
were able to select objects from their own memories,
such as clothes, photographs and memorabilia that
“Co-creating this app package
held a strong significance to them. We also included
items from Sheffield Museums Trust, The Keep archive
with people living with dementia
in Brighton, Drag King History, The Hall-Carpenter
Archives at the London School of Economics library, and
within the LGBTQ+ community
Bishopsgate Institute Special Collections and Archives.
has been a delight.”
During the time working with the group, video interviews
were recorded with the BOLD members to discuss the
items they had selected and to speak about why these
were important to them. This video recording element is For more information visit www.liverpoolmuseums.
a new feature within the My House of Memories app and org.uk/houseofmemories
not something we had explored before.
@nml_muse
The My House of Memories app is a free to download liverpoolmuseums.org.uk
app via any smartphone and iPad and was co-designed
with those living with dementia. Containing items from
collections internationally, it uses multimedia as a way

53
 B U S I N E S S B A N T E R

An evolving
risk landscape

Carl Shaw
Director
Gallagher

Carl Shaw, Director of care sector insurance

broker, Gallagher, shares his views on the
challenges facing the industry and how
providers can protect themselves amid
uncertainty.

The care sector in the UK provides wide-ranging support

and care to people of all ages and with a diverse range
of needs. In recent times, we have seen the sector
undergo a multitude of significant shifts and challenges,
impacting both providers and recipients of care services.
From addressing labour market challenges to navigating
regulatory changes, the industry is going through
particularly testing times. Gallagher’s recent UK Care
Market Report highlights the most pressing concerns
facing care providers and how they can best protect
themselves amidst uncertainty.

As one of the largest insurance brokers operating in the

care industry, we work with thousands of clients in the
sector to help them mitigate the risks they face. Our
network of professionals work with a wide range of care
organisations to provide them with insurance solutions
and risk management advice tailored to their individual
needs and circumstances. By working closely with
clients, we are able to stay on top of current and future
challenges in the sector and ensure the right insurance
is in place.

The sector is currently facing a critical staff shortage

due to low pay, poor working conditions, Brexit, and
the impact of the pandemic. This situation makes it
increasingly difficult for care providers to recruit and
retain staff, as well as placing even greater pressure
on existing staff. Care providers are trying various ways
to retain and recruit staff, such as active overseas
recruitment and implementing bonus schemes.

“ Securing appropriate Director’s

& Officer’s insurance is crucial for
mitigating legal complexities.”

54
 “ Cybersecurity has been
overlooked, despite being an
increasingly crucial part of
protection within the sector.”

Adding to this pressure is the Government’s plan to

change legislation to provisions for recipients of care
services aged 16-years-old and over, set to come into
effect in April 2024, with facilities having to be registered
with Ofsted and inspected regularly. There are concerns
that the new regulations will be excessively burdensome
and expensive for some already struggling providers
and could lead to a crippling shortage of 16+ provisions.
Mental health facilities are also being put under
pressure, with a move towards a more independent and
community-oriented approach to mental health support.

There is also currently a shortage of availability of

child and adolescent mental health services and
many children’s homes do not employ therapists or
psychologists due to the costs associated with these
specialised professionals. During times of mounting
pressures and uncertainty in the sector, it has never
been more important to ensure that providers are
protected against growing risks. Securing appropriate
Director’s & Officer’s (D&O) insurance is crucial for
mitigating legal complexities and safeguards the
interests of care organisations and their leadership by
providing legal protection and ensuring compliance with
industry regulations. In addition to this, Management
Liability insurance can provide coverage for claims made
against individual directors or senior management and,
or against the limited company for wrongful acts or
breaches of company law.

Until recently, cybersecurity has been overlooked,

despite being an increasingly crucial part of protection
within the sector. Care providers need to retain
service users’ records for extended periods, making
them potential targets by cyber criminals. However,
care providers usually overlook the risks as this data
does not hold financial value. In addition, the human
error element, such as staff clicking on malicious
links, remains the most substantial risk. Multi-factor
authentication is becoming pivotal in obtaining cyber
coverage as it adds an extra layer of security, reducing the
risk of unauthorised access to systems and data. Care
providers should prioritise cybersecurity risk mitigation
measures to help protect sensitive information and
maintain the trust of service users and insurers alike.

The sector is having to adapt to significant change which

is why care providers must proactively keep abreast
of developments, enhance recruitment and training
methods where possible, and secure comprehensive
insurance coverage.

@GallagherUK
ajg.com

55
 B U S I N E S S
This month, Kirsty meets ...
Kirsty Hollins
Communications Executive
Care Talk
Each month I meet key stakeholders and
business leaders in the social care sector.
This month I met Tony Thiru, Chief Executive
at Fulcrum Care Consulting. I caught up with
Tony to discuss navigating CQC regulations
and reports, and how to strengthen your care
home for 2024.
“ Remember that the CQC are
there to work with you, not
against you, and sometimes it
takes external insight to help
pinpoint thestrengths and
weaknesses of a home.”
So Tony, can you tell us a little about
Fulcrum Care Consulting and your
recent venture ken.care
Fulcrum specialises in helping care homes to deliver
exceptional care. We have specialist consultants and
industry professionals on hand to provide strategic
guidance and customised solutions to address the
unique challenges faced by care environments. We
recently developed ken.care, an app that aims to be a
practical support system for managers and staff in the
care sector across England, and help them to navigate
the complexities of CQC regulations so that they are
well-informed about best practice.
How should care providers navigate
the complexities CQC regulations and
the new framework? How can ken.
care assist with this?
The new framework still retains certain aspects of the
previous structure, ensuring continuity in key areas.
While there may be slight variations in the inspection
processes, the fundamental elements of providing
quality care, maintaining transparency, and ensuring
robust governance will persist, and that should be at the
forefront of any environment that delivers care.
Ken.care is available 24/7 and works by sifting through
current sector information, feeding back accurate,
relevant answers quickly and seamlessly. It aims to
provide actionable advice and valuable insights into the
care sector.
56
B A N T E R
Tony Thiru
Chief Executive
Fulcrum Care Consulting
How can employers navigate and
overcome an unfavourable CQC
report?
As much as you might dread the findings of a report, it
can also be your biggest help. It will clearly identify the
areas where the home is struggling, and commend the
areas it sees doing well. Remember that the CQC are
there to work with you, not against you, and sometimes
it takes external insight to help pinpoint the strengths
and weaknesses of a home.
When seeking to make improvements within a home,
you have to accept that it is going to take some time
to achieve. Too much pressure, and unrealistic time
constraints, can lead to undue stress, which ultimately
affects the performance and confidence of a team.
You can instil confidence in a workforce by setting
manageable goals and smaller targets to help create a
sense of unity within the workforce as they cooperate
together to achieve one common goal. Also, opening
the door for staff to be included in the decision-making
process after an unfavourable report will help to make
them feel valued.
What other lessons can the sector
learn from the past year, and how can
we improve for 2024?
We’ve learned that CQC inspections are increasingly
focused on specific areas of risk, such as fire safety
management and medication storage. For 2024, this
necessitates providers to uphold rigorous themed
checks and meticulous documentation, whilst
proactively addressing these identified risks through the
implementation of robust systems.
The sector has recognised the ongoing challenges
in workforce recruitment and retention. The CQC
continues to emphasise the need for providers to
demonstrate sufficient numbers of competent staff,
scrutinising the usage of agency staff. To improve in the
coming year, providers must deploy effective recruitment
and retention strategies, and make a concerted effort to
maintain stable, competent core staffing levels. Clear
documentation of these endeavours will be crucial in
meeting inspection criteria.
Additionally, the sector anticipates a growing emphasis
on collaboration across the health and care systems in
future inspections. To enhance service quality, providers
should establish partnerships and share best practices
that will be instrumental in fostering a culture of
continuous improvement.
@FulcrumCare
fulcrumcareconsulting.com ken.care
 2024

★ 28th NOVEMBER 2024 ★

★ LONDON HILTON BANKSIDE HOTEL ★
“The majority of staff within the sector are women, and the awards
is a great way to recognise their significant accomplishments.”
Professor Vic Rayner, Chief Executive Officer, National Care Forum

THE CATEGORIES

★ The Business Woman of the Year Award ★

★ The Corporate Leader Award ★ The Third Sector Leader Award ★
★ The Girl Power Award ★ The Rising Star Award ★
★ The Communications Guru Award ★ The HR and Recruiter Award ★
★ The Equality and Diversity Award ★ The Social Care Superwoman Award ★
★ The Inspirational Volunteer Award ★ The Lifetime Achievement Award ★
and many more!
★
WITH
CELEBRITY
GUEST
PRESENTER!
★

IN
ASSOCIATION
WITH

★ NOMINATE NOW AT ★

www.thewags.co.uk
 B U S I N E S S B A N T E R

The Legal Bit

A word of warning
Jenny Wilde
Partner
Acuity Law
Jenny Wilde, Partner at Acuity Law, shares
her thoughts about the rise of the Care
Quality Commission’s Warning Notice and
examines whether this is a symptom of risk-
based regulation and the new assessment
framework.
Across England, providers of health and social care
services are gradually getting more comfortable with
the Care Quality Commission’s (CQC) new assessment
framework. It will take time to get used to “Quality
Statements” and a new scoring system and there
is no shortage of third-party guidance,
advice and support on how it can be
best navigated. It is hoped that
the new “dynamic” and
streamlined system
will be more
u s e r
There is clearly some capacity for flaws in this new
system, notably the lack of priority of the CQC to review
and rate services which have improved or around the
question of the ways in which providers can evidence
good care through an online portal and reduced in person
observations. However, this article covers the issue of
how the new regime could lead to an increase in the
CQC’s most low-level enforcement activity – the issuing
of Warning Notices.
What is a Warning Notice?
Warning notices are issued where a service is deemed to
have failed to, or continues to fail to, comply with one or
more of the regulations. The CQC can still issue a Warning
Notice for a historical breach, which has been rectified, if
it considers the breach was serious enough.
A Warning Notice must be issued in writing, and must
state:
■ the relevant legal requirement that the registered
person is not complying with (i.e. the regulation);
■ how the registered person did not comply or is
continuing not to comply;
■ and the timescale within which the registered
person must comply.

Providers should be aware that the CQC must send a

copy of any Warning Notice that it issues to relevant
external bodies, such as a commissioning
authority, in line with section 39 of the
Health and Social Care Act. This act
has the power to raise concerns
friendly within commissioning
but what will bodies and services
this new, light-touch could find
approach look like when it
is driven by the perception and
presentation of risk?

Since the pandemic, the CQC has operated its

inspection regime on the foundation of “risk”, meaning
that an inspection is more likely to be triggered by
an adverse event, complaint or safeguarding issue.
The CQC will review a service looking for evidence to
support the existence of a concern, rather than looking themselves
for “Good” – which had previously been its starting point. under scrutiny
from a local authority
looking to ensure that their
service users are safe in a social
“ Low level enforcement action care setting.

can rapidly escalate and lead to As a matter of course, the CQC will publish a Warning
Notice more widely which can lead to an incorrect
more serious actions.” narrative about your service being placed in the public
domain and even adverse press coverage. For these
reasons a robust challenge is important.

58
 “ One must consider
how inaccurate facts
could potentially arise
out of reviews that take
place offsite.”
Can I contest a Warning Notice?
The CQC’s powers to issue and publish Warning Notices
are discretionary. Although there is no statutory right
of appeal against a Warning Notice a registered person
can make representations about it which can make the
following arguments:
■ the notice contains a serious error;
■ is based on inaccurate ‘facts’;
■ has not been issued in accordance with the
legal test;
■ makes requirements that are not reasonable or
proportionate; and/or
■ it would be unfair to publish it.
Considering the CQC’s new remote and dynamic
approach to inspection, one must consider how
inaccurate facts could potentially arise out of reviews
that take place offsite, without the benefit of witnessing
the delivery of care firsthand. Disproportionate
judgments and conclusions could easily be reached by
purely reviewing documentation that has been uploaded
to the portal, out of context and without the assistance
of the staff working at the service.
If a provider believes that a Warning Notice has been
issued to its service which features the above flaws, it is
crucially important to challenge the points of concern.
Aside from issues of factual inaccuracy, it is also
possible to make representations as to why the Warning
Notice should not be published. This argument would
arise when publication is not in the public interest or
because it relates to a historical breach that has already
been rectified. It is important to detail all remedial works
in respect of the Warning Notice when making such
representations as this will evidence that the Warning
Notice is no longer “contemporaneous” and is therefore
irrelevant and prejudicial.
Any representations against a Warning Notice must be
made in writing, within 10 working days of receipt of the
notice.
59
CQC
response to
representations
After consideration of representations,
the CQC will decide to uphold them or
not uphold them.
If they are upheld then the outcome letter
should formally record that the Warning Notice
has been withdrawn and will not be published.
In this case, any relevant external bodies who had
been informed of the Notice will then be informed
that it has been withdrawn.
If the Warning Notice representations are not upheld then
the CQC will provide its rationale for not doing so and the
Warning Notice will stand and be published. There is no
further statutory appeal process for a registered person
and if a provider wished to challenge such a decision, this
would have to be done through a Judicial Review on the
grounds of illegality, procedural unfairness, or irrationality.
Given the new regulatory regime and potentially
increased levels of review, low level enforcement action
can rapidly escalate and lead to more serious actions,
such as notices of proposals to cancel registration or
the imposition of immediate and urgent conditions on
a registration. As such, it is important that the CQC’s
findings are accurate and that if they do result in the
assertion that there have been breaches of regulations
(which lead to Warning Notices) that those allegations of
breach are justified and supported by cogent evidence.
All regulatory intervention by the CQC should be taken
seriously and challenged where the basis is unreasonable
or simply incorrect.
@acuitylaw
acuitylaw.com
Jenny.wilde@acuitylaw.com