Aim: Why we did the project to truly offer individualised person centred care to residents Aim: to embed several small changes in the way we worked to ensure person centred practice Why the project- we want to develop a new way of getting to know the residents and the more complex aspects of their lives rather than the nursing care orientated one currently used so that we can really truly offer person-centred care with the residents involvement. We wanted to redesign the documentation used to collect information, working with staff, residents and families. This would allow us to really get to know our residents as individuals in a deeper way, be immersed in their world, and thus improve their quality of life and care in a humanistic and person-centred way. But we also had to meet the Care Inspectorate regulatory requirements Our aim was to redevelop the way we collect and record resident data by understanding and participating in the older person’s life world to collect the information and knowledge through creating a sense of presence. Ultimately we are trying to achieve a home from home for our residents where they feel safe and supported and able to express their individuality.

Views collected-staff, residents, relatives Objectives: Engage Increase Understand importance- Improve quality of care Develop Engage Views collected-staff, residents, relatives Open workshop We had 4 main objectives; to 1. engage staff in collaborating with residents and relatives to design person centred individualised records of the life world of the residents. 2. assist staff to gain an increased knowledge and understanding of how to interpret residents’ and families’ opinions. 3. better understand the importance of working together with residents and families to improve the quality of care and environment 4. develop usable and transferable documentation that clearly reflects the individual resident and to share these with the wider care home group, and residential care sector quality of care and view feedback as a positive contributor to that process. How did we engage people: Staff views sought via flipcharts and values clarification exercise about what they really wanted their work to be like they said - How can we make it more like resident’s homes, and how can we find out truly what the residents like/are interested in. This approach was used so all staff felt included and valued. Held an open workshop (stakeholder event) where all relatives, residents and staff were invited to attend to discuss and suggest ideas - offering representation and empowerment to all involved parties

One page profiles of residents/staff Life histories Scrapbooks Increase: One page profiles of residents/staff Life histories Scrapbooks Person centred plans Improve quality of care: Staff know residents as individuals now Care inspectorate report – rating improved Feedback board in place To assist staff to gain an increased knowledge and understanding of how to interpret residents’ and families’ opinions. Commenced the one-page profiles – all residents and staff – in each resident room in a place they wanted them. Changed language of key worker to key nurse/carer. Changed the paperwork to collect person life history – based around ‘Who I am….; involved relatives in developing the in-depth picture of the resident where necessary – done over time to ensure relatives felt they could trust us. Some residents and relatives have been developing scrapbooks of their lives to share. To better understand the importance of working together with residents and families to improve the quality of care and view feedback as a positive contributor to that process. Staff verbally say they know residents much more as individuals, and they know each other better too.. Care Inspectorate – unannounced visit resulted in improved ratings in quality of care and environment after 6 years of static results. “verbally told Lindesay and Fiona that they knew the culture had changed as soon as they walked into the entrance foyer” Feedback board has e-mails and cards where all staff can see them, with thanks, comments and statements about how relatives have appreciated the changes and care. A staff evaluation through survey, along with self report at social

Develop: Did we manage it? Useable, transferable documents reflecting a true picture of the resident as an individual Did we manage it? Staff survey –more individual and can see the person Relatives’ feedback Residents’ feedback Care inspectorate(CI) report Develop usable and transferable documentation that clearly reflects the individual resident and to share these with the wider care home group, and residential care sector quality of care and view feedback as a positive contributor to that process. Staff surveyed and results indicated new approach gave much better personal information so can give better care, seen as more person centred. They report residents chatting about how they want to be looked after and as it’s in 1st person delivered from residents point of view. Made them think differently about how they worked. Relative e-mails and comments to care inspectorate, increased attendance at relative get-togethers (renamed from meeting), involved in care planning and review. Resident told CI especially liked being asked their opinions CI reported ‘ we saw staff knew residents well and used their knowledge of each individual to have positive interactions. “

Golden Moments Increased attendance at relatives’ get-togethers New paperwork based around life histories- staff feel know individuals now The February 2018 care inspectorate report The idea of using the ‘Knowing you, Knowing me’ ladder to keep people involved Renamed roles – named nurse, named carer with one page profiles in rooms We changed the name of the relatives meeting to ‘get together’ - as more informal and more inclusive: increased attendance from 3 to 15. The ‘Knowing you, Knowing me’ ladder – in front entrance hall of home – updated regularly by team and all relatives staff and residents go past it regularly. New paperwork – 1st person, pictures and personal information. By using the FINK cards at staff meeting also got to know each other better not just the residents Renaming the roles for residents and staff – much clearer who and what we are – part of the Ashley Court family.

A short summary of the project Ashley Court