Preventing Disputes
Contractual disputes - how can care providers avoid them? Here, Henrietta Frew, Dispute Resolution Lawyer at Ellis Jones Solicitors, sets out some tips for avoiding contractual disputes.
The current economic climate presents significant challenges for care providers and having to deal with any type of contractual dispute only serves to add additional pressure. A simple way to prevent disputes is to have robust contracts in place at the outset of a relationship. This ensures that all parties understand what is expected of them and sets out a clear framework if something goes wrong.
Care Home Contracts
Providers should ensure that existing residents have contracts and that there are clear processes in place for signing contracts with new residents, before they move into the home. Residents/relatives should be given an opportunity to read and understand all the terms they are being asked to sign, ideally before moving in and being bound by those terms.
As part of the signing up process, it is important to be clear on who exactly the contracting parties will be. Some care providers require another person to co-sign as a guarantor for example, to add an extra layer of protection if a resident stops paying. In all instances, terms should be as user-friendly, clear and simple as possible.
Here’s some top tips:
- When discussing the terms of a contract, make sure all parties properly understand their rights and obligations;
- Use ordinary language and clearly define any specialist care terminology;
- Have a ‘key terms’ section at the beginning of the document, which highlights any particularly important or onerous terms. This will help to ensure the contract is transparent and fair;
- Consider having a highlighted term that clearly sets out what will happen if the contract is not signed, but the resident resides in the care home. For example, that the terms will be deemed as accepted and enforceable, providing no concerns have been raised about them within a defined period;
- Consider the need for a Power of Attorney and/or Guarantor as appropriate, to ensure that fees can continue to be paid throughout a resident’s stay;
- Be clear on what circumstances will permit you to terminate a placement if necessary. The contract should at the very least set out the notice period, how notice should be served and on who, plus the effect of any agreed extensions.
- Keep a record of contracts, decision-making processes (including assessments), communications and any actions taken. These sorts of records can be invaluable if a dispute does arise.
Contracts with Suppliers
Care providers regularly need to enter contracts for the provision of goods and services. To reduce the likelihood of a potential dispute arising with suppliers, providers should:
- Carry out basic checks on new suppliers via Companies House and the Individual Insolvency Register, to ensure financial standing;
- Make sure you are entering into written, as opposed to verbal, contracts. Keep copies and any variations to them, plus all communications with your suppliers;
- If your supplier is in breach, address the issue in writing as soon as possible. If a supplier is able to continue breaching a contract or if there is a delay in raising the issue, there could be problems when trying to enforce terms later;
- Make sure the contract covers termination and if you do want to exit later, be sure to follow the process set out within the same. Providers may wish to seek legal advice on the issue, to avoid a claim for wrongful termination.
Funding Agreements with Local Authorities (LA’s)
Many providers have had to increase fees to keep their business viable, but a lack of funding uplift from LA’s has meant that many residents need to pay top-up fees, to keep their place in a home.
Providers may be able to request more funding from an LA, but a strong business case is normally required. Providers should:
- Try to submit any request before the LA’s annual review;
- Be clear on what uplift is reasonably required to maintain a placement;
- Provide as much supporting evidence as possible e.g. showing fees paid to similar providers in the area.
Given that many care homes rely on funding from LA’s to meet the cost of care for residents that cannot self-fund, it is important to maintain a good working relationship. A way of achieving this is for providers to meet with their LA, to put forward their business case and negotiate funding in person. This can be much more effective that exchanging emails or letters.
How can Ellis Jones Solicitors help?
Our Healthcare Team have the requisite expertise to ensure there are no pitfalls in your contracts and prevent disputes occurring, to protect your position and your business. If a dispute does arise, we have specialist expertise in dealing with a wide range of disputes concerning healthcare, banking and finance, debt recovery and insolvency.
If you require assistance in relation to any of the matters discussed above, please do contact Ellis Jones on 01202 525333 or by email at healthcare@ellisjones.co.uk.
Compassionate Care
Hatfield Nursing Home – Where Care and Compassion Go Hand in Hand.
Many care homes claim to provide compassionate care to their residents and this is a personal quality that all care workers should possess. But, how do you quantify it?
Well, Hatfield Residential and Nursing Home can certainly endorse this claim, with one of their care leaders receiving the Compassion Award for Residential Care at the Hertfordshire Care Providers Awards 2024.
Nicol Tachie, Deputy Manager at Hatfield Residential and Nursing Home, was awarded this honour for her outstanding and compassionate care of the residents in her charge in an award ceremony at Willows Activity Farm in St Albans, organised by the Hertfordshire Care Providers Association. We caught up with Nicol to find out more about her approach to care, and what her journey in care has looked like to bring her to this point in her career.
In the borough of Welwyn Hatfield, Hertfordshire, Hatfield Residential and Nursing Home provides residential, nursing and dementia care for people living with a range of different health needs.
Your team strives to provide excellent care for your residents, and you are at the helm steering their approach. How do you guide your care team to ensure that they deliver compassionate care?
“I think like all jobs, you take your lead from the person or people in the positions above you. I care so much about my residents, and I think this shows in all my interactions with them. As well as first-class training and support from Gold Care Homes, the provider who operates our home, I make sure that I lead by example. I also hold a Train the Trainer qualification in different disciplines which enables me to train, mentor and coach my team.”
Hatfield Nursing Home is full of facilities that aid in supporting their staff when giving great care to residents. Does this make your job easier?
“Absolutely! The home is designed to make our residents lives easier, and also ensures that care can be provided safely. For example, the home is split into smaller units where residents with similar needs reside and so this helps us to ensure the staffing levels are appropriate for the dependencies of our residents, which in turn allows us to achieve great care outcomes. Spacious bedrooms and ensuite wetroom facilities also allow for ease of equipment use and the delivery of personal care in the comfort and privacy of their own room.”
You’ve been at Hatfield Residential and Nursing Home for nine years. What has your journey looked like?
“I started as a carer. I think this is a really good grounding for any care home deputy or manager, as you have worked in the most important role in the home. I was quickly recognised by the management team and progressed to a team leader for the nursing dementia unit before moving into the deputy role.
I am very lucky to have a supportive manager, and senior management team within Gold Care Homes. I was a novice joining the care sector but have been supported in studying and gaining professional qualifications that have helped shape my career. It was really difficult working full time and being a full-time mum, but achieving the Level 5 in Health and Social Care was a really proud moment for me.”
Your passion for caring for your residents has clearly gained you the support of your colleagues and residents alike. What does it mean to you to win the Compassion Award?
“I enjoy keeping the smiles on my residents faces. I feel privileged to be part of their lives, and knowing that they appreciate me and what I do each day is the most rewarding part of my career in care. I am so humbled to have been nominated for the award, and winning is the icing on the cake. It tells me that I am on the right path and that the journey I took nine years ago was exactly what I was meant to do.”
There are lots of activities and events for your residents to participate in, but we hear that you have recently started a community coffee morning. Can you tell us more about this?
“We’ve started the community coffee mornings in conjunction with our local branch of the Alzheimer’s Society. It’s a way for us to extend our compassion and care, to lend support to those who are living in our community caring for someone at home. On the first Tuesday of every month, anyone can visit the café for information or simply to meet others in the same situation and the best part is that it is free to attend.”
What does compassion mean to you?
“For me, compassion is making sure that I spend time with my residents, learning about them and understanding them. All too often, care is task-oriented and we risk losing the personal connection that allows a trusting relationship to be formed. When you have a residents’ trust, there is always a better outcome. Compassion is giving my time to others.”
Essential 5
The care home insurance sector is experiencing significant transformations due to various factors, including technological advancements, evolving care models, and shifting regulatory landscapes. Here are five emerging trends shaping care home insurance.
Integration of Technology in Care Delivery
The adoption of technologies such as telehealth, remote monitoring devices, and AI-driven analytics is enhancing care quality and operational efficiency in care homes. Together, these innovations not only enhance the quality of care but also improve operational workflows. By reducing risks associated with health complications and optimising resource management, care homes can achieve cost savings. Moreover, the lower risk profile created by these technologies may lead to reduced insurance premiums, providing further financial incentives for adopting such tools. These innovations can lead to reduced risks and potentially lower insurance premiums.
Emergence of Hybrid Insurance Products
To address concerns over traditional long-term care insurance, insurers are offering hybrid products that combine life insurance or annuities with long-term care benefits. These products provide more flexibility and appeal to consumers seeking comprehensive coverage and address the shortcomings of traditional LTC policies by offering multi-faceted coverage that appeals to modern consumers. Their ability to provide both financial security and long-term care benefits positions them as a key component of future retirement and estate planning strategies.
Rising Insurance Premiums
The care home sector is facing increasing insurance premiums due to factors like aging infrastructure, regulatory compliance challenges, and heightened litigation risks. Operators need to stay informed about market trends to manage these escalating costs effectively. Proactive risk management strategies, regular maintenance, staff training, and implementing robust safety protocols can help mitigate potential liabilities. Collaboration with insurance providers to customise policies and leverage group purchasing power may also offer cost-saving opportunities, ensuring financial sustainability and continuity of care. Emphasising transparency and demonstrating commitment to quality standards can further strengthen trust with insurers and reduce premium rates over time.
Focus on Caregiver Recruitment and Retention
High turnover rates in the caregiving workforce are prompting care providers to prioritise recruitment and retention strategies. Investing in caregiver satisfaction and training can enhance care quality and reduce operational risks, potentially impacting insurance considerations. These trends underscore the dynamic nature of the care home insurance industry, highlighting the need for stakeholders to adapt to changing demands and challenges.
Demand for Personalised Care
There's an increasing emphasis on personalised and person-centred care within the senior care sector. Insurance policies are evolving to cover services that cater to individual needs, preferences, and health conditions, ensuring more tailored care solutions. This shift prioritises holistic approaches, integrating physical, emotional, and social wellbeing. Providers can leverage technology, such as wearable health devices and telehealth, to monitor and address specific needs in real time. Additionally, caregivers should look to undergo specialised training to deliver culturally competent and empathetic care, fostering deeper connections and enhancing the overall quality of life for seniors.
Essential 5
Inclusive design is more than just a trend; it is a critical approach to ensuring that care homes provide a welcoming, accessible, and empowering environment for all residents. By focusing on creating spaces that accommodate diverse needs, care homes can improve the quality of life for their residents. Here are five ways to incorporate inclusive design into communal spaces.
Prioritise Accessibility for Mobility Devices
When designing or adapting communal areas, ensuring they are fully accessible to residents using wheelchairs, walkers, or other mobility aids is essential. This could include wider doorways and pathways to accommodate mobility devices. Consider installing smooth, non-slip flooring to prevent accidents and facilitate movement and also look to include adjustable furniture, such as tables with space for wheelchairs or seating of various heights to meet diverse needs. This will guarantee residents feel included and comfortable in their surroundings.
Incorporate Multi-Sensory Features
Residents in care homes often have varying degrees of sensory abilities – with this in mind, incorporating multi-sensory design elements can enhance engagement and comfort by including adjustable lighting to cater to residents with visual impairments or sensitivities. You could also look into integrating tactile materials in furniture and decor to provide sensory stimulation. Don’t neglect the power of sound - playing ambient sounds or offering quiet zones to suit differing auditory preferences can also have a profound effect on residents.
Create Flexible and Adaptable Spaces
Communal spaces should serve multiple functions to accommodate the varied interests and needs of residents. To achieve this, you should use modular furniture that can be rearranged easily for group activities or private relaxation. Ensure you provide moveable partitions to create smaller, more intimate areas when needed and also design spaces with multiple uses in mind, such as a lounge that can also function as an activity centre.
Emphasise Wayfinding and Navigation
Clear navigation helps residents maintain their independence and reduces anxiety. Inclusive wayfinding can be achieved through: colour-coded zones or contrasting colours to define different areas. Signage with large fonts, Braille, and symbols can also aid residents with visual or cognitive impairments. In order to help residents orient themselves, consistent design elements, such as similar flooring or lighting can be really beneficial, also reducing angst.
Foster Social Connections Through Design
A well-designed communal space encourages interaction and can build a sense of community amongst residents. In order to nail this, look to arrange seating in small clusters to facilitate conversation. Including outdoor spaces like gardens or patios with accessible entry points will only offer further benefits to residents and their visitors. Activities are often central to communal spaces, so providing activity-specific zones, such as reading nooks or game tables, to cater to diverse hobbies can add another element of comfort for residents.
Dishing Up
Keeping residents warm this chilly January, we share a delicious recipe from V for Life (VfL) for a tasty carrot, ginger and orange soup.
In this edition of Care Home Magazine, we’re excited to bring you a delicious recipe straight from V for Life (VfL)—the leading charity supporting older vegans and vegetarians. VfL is dedicated to ensuring that those in care homes can enjoy nutritious, flavourful, and plant-based meals that cater to their dietary preferences.
This time, we’re serving up a vibrant and warming carrot, ginger, and orange soup—a perfect blend of sweet, tangy, and spicy flavours that’s as comforting as it is nourishing. Whether you’re looking to expand your plant-based menu options in the care home or simply introduce a healthy and satisfying dish, this recipe is sure to impress residents and staff alike.
Let’s dive into this easy-to-make and crowd-pleasing recipe that’s ideal for any season!
Serves 4 | Vegan
Ingredients:
Good glug of olive oil
4 small onions, chopped
4 garlic cloves, chopped
2–3 inch piece of fresh ginger, finely grated
Zest and juice of 2 oranges
8 carrots, peeled and sliced
1 litre water with vegan stock or 4 tsp vegetable bouillon
Couple of pinches of cayenne pepper or chilli powder (optional)
Sea salt and pepper to taste
To serve:
Coconut yoghurt or vegan crème fraiche (optional)
Chopped coriander leaves
Method:
1. In a saucepan, gently cook the onion in the olive oil until softened.
2. Add the garlic, ginger and orange zest. Cook for a minute or so and then add the carrots, stock, and cayenne pepper or chilli powder (if using).
3. Simmer until the carrots are tender.
4. Using a hand blender, blend the soup until smooth.
5. Add the orange juice and season with salt and pepper. Blend again briefly to mix.
6. Reheat gently. Serve with optional dollop of coconut yoghurt or crème fraiche, and a sprinkle of chopped coriander on top.
vforlife.org.uk
Enhancing Care Home Safety
The partnership between Care Campaign for the Vulnerable (CCFTV), Signature Senior Lifestyle and Care Protect has set new standards for care home safety. This tripartite collaboration highlights how care providers, advocacy organisations, and safety technology experts can work together to improve transparency, dignity, and safeguarding for residents, families, and staff. By combining innovative monitoring systems with a shared commitment to quality care, this partnership offers a blueprint for the future of social care.
What is safety monitoring?
Safety monitoring involves the use of technology products to monitor and ensure the safety of residents within a care setting – that could be a care home, supported living service, or an individual’s own home. Safety monitoring can include cameras, audio sensors, motion sensors and other monitoring devices aimed at preventing accidents, falls, and incidents.
Following a successful pilot programme, Signature Senior Lifestyle has implemented Care Protect’s safety monitoring systems in resident apartments across their Dementia Communities with consent from residents and their families. This includes video and audio recording technology that is monitored remotely by Care Protect’s team of care professionals.
What Led to the Partnership Between Signature, CCFTV, and Care Protect? Jayne
Our collaboration was born from a shared vision - to create safer care environments where residents’ dignity is protected, families feel reassured, and colleagues are supported and empowered. CCFTV has long advocated for the use of safety monitoring in care homes to prevent neglect and abuse and promote transparency. Signature Senior Lifestyle’s forward-thinking approach meant they were eager to implement this technology as part of their innovative safety strategy.
Care Protect, a leader in safety monitoring systems and advocated for by CCFTV, provides the technical knowledge and independent oversight needed to make this vision a reality. Our partnership has successfully leveraged the strengths of each organisation - CCFTV’s passionate advocacy, Care Protect’s technological knowhow, and Signature Senior Lifestyle’s commitment to and expertise in delivering high-quality care.
How Has This Collaboration Influenced Signature Senior Lifestyle’s Safety Policies and Practices? Kay
The introduction of safety monitoring, supported by CCFTV’s advocacy and Care Protect’s innovative systems, has meaningfully influenced Signature’s safety policies for the better.
The independent monitoring provided by Care Protect has strengthened our safeguarding practices, reducing the risk of incidents through robust oversight and ensuring real accountability and transparency. Residents’ round-the-clock wellbeing has been enhanced without compromising their privacy, families can experience genuine peace of mind knowing that their loved ones are safe, and our colleagues are encouraged and supported to deliver the best possible care through a comprehensive mentoring and training programme built around the findings.
Can you share any specific insights or recommendations from CCFTV that Signature has successfully implemented? Jayne
CCFTV’s key recommendation was the importance of non-intrusive monitoring systems that respect residents’ dignity whilst still ensuring safety. The implementation of Care Protect’s systems into Signature’s homes achieves this balance by focusing on safeguarding rather than surveillance. Safety monitoring is only ever installed with informed consent and positioned in a way that protects people’s privacy.
Signature has also echoed a key CCFTV ethos by providing families and residents with comprehensive education on safety monitoring and fostering a culture where questions are always welcome and encouraged. This approach is complemented by Care Protect’s clear communication materials and consent protocols, promoting trust and transparency. This ensures that safety monitoring systems are truly embraced as the safeguard they are.
What Impact Has the Partnership Had on Perceptions of Safety among residents, families, and staff? Kay
The partnership has had a transformative impact on perceptions of safety among residents, families, and colleagues within our homes.
• Families report feeling reassured that their loved ones are in a monitored environment where accountability is a priority. The presence of independent monitoring provides peace of mind, especially for those unable to visit frequently.
• Residents appreciate the unobtrusive nature of the systems and the way they are used to enhance care without compromising independence or dignity.
• Colleagues feel supported knowing they are working in a transparent environment where professionalism and excellence are recognised, they are protected, and that they can develop their skills through video review and mentoring.
The collaboration has nurtured a culture of trust, where everyone feels confident that safeguarding is taken seriously.
How Does Independent Monitoring Enhance Safety and Quality of Life? Jayne
Care Protect’s independent monitoring system is designed to prioritise safety and enhance quality of life. Their advanced technology detects potential risks such as falls, unusual behaviours, or unsafe interactions. Alerts are then sent to a secure monitoring centre staffed by trained care professionals, who assess the situation and notify the care home team if intervention is needed, always ensuring a proactive approach.
This system not only enhances safety but also improves residents’ quality of life by reducing the need for restrictive practices, allowing residents to maintain their independence while staying safe and supported. Additionally, it provides valuable insights into residents’ routines and behaviours, helping colleagues deliver more personalised and effective care.
How do these systems support residents in maintaining their dignity and independence while staying safe? - Jayne
Enriching Spaces
We look into leveraging technology to make communal spaces more engaging in care homes.
Communal spaces in care homes serve as social hubs where residents can gather, interact, and build relationships. With advancements in technology, these spaces are being transformed into dynamic environments that foster mental stimulation, engagement, and meaningful connections. Integrating technologies such as digital interactive screens, virtual reality (VR) stations, and tablet hubs can greatly enhance the communal experience, offering residents new ways to socialise, learn, and stay connected with loved ones.
Interactive digital screens are becoming a staple in modern care homes. These large, touch-sensitive displays can host games, quizzes, and educational programs that promote cognitive activity and social interaction. For example, residents can engage in trivia contests, memory games, or art creation using interactive drawing tools. These activities not only offer entertainment but also provide mental stimulation, which is critical for residents with dementia or other cognitive impairments.
In line with this, interactive screens can be used for group fitness classes, incorporating dance routines or guided chair yoga sessions. By fostering physical movement, these activities support physical health while encouraging social bonding through shared experiences.
With virtual reality (VR) on the rise, this can add an entirely new dimension to communal spaces. VR allows residents to embark on virtual journeys, exploring distant places, historical landmarks, or natural wonders without leaving their care home. These experiences can rekindle memories, inspire curiosity, and provide a sense of adventure. For instance, a resident who once loved traveling can revisit Paris or walk along a tropical beach, stimulating emotions and conversations with others.
VR also serves therapeutic purposes. Studies have shown that VR experiences can reduce anxiety, alleviate depression, and promote relaxation. Group VR sessions can become shared adventures, fostering deeper connections among residents as they discuss their experiences and impressions.
Tablet hubs are another technological addition to communal spaces that can bridge the gap between residents and their families. With user-friendly interfaces, tablets enable video calls, email exchanges, and social media interactions. These tools are particularly valuable for residents with limited mobility or those who have family members living far away.
Beyond communication, tablets can be used for multimedia entertainment, such as watching movies, listening to audiobooks, or enjoying music playlists tailored to residents' preferences. Care homes can also introduce virtual book clubs or movie discussion groups, providing structured activities that spark conversation and engagement.
The integration of technology in communal spaces unlocks a wide range of activities. Examples include:
- Music Therapy Sessions: Using apps and streaming platforms, caregivers can curate playlists based on residents' favourite songs or music from their youth, encouraging sing-alongs and fostering nostalgia.
- Interactive Art Classes: Digital drawing tools and design software enable residents to create artwork, which can be displayed digitally or printed for physical displays.
- Cognitive Games and Brain Training: Apps designed for memory improvement and problem-solving exercises keep minds sharp and engaged.
- Virtual Travel and Storytelling Events: Residents can explore different cultures and landscapes, followed by group discussions and storytelling sessions.
- Group Fitness Programs: Digital platforms can guide residents through chair exercises, tai chi, or dance routines, promoting physical wellness and social bonding.
Regular interaction with technology-based tools keeps residents' minds active, potentially slowing cognitive decline and reducing the risk of dementia progression. Along with this, group activities using technology foster communication and camaraderie among residents, strengthening social bonds and reducing feelings of isolation.
While the benefits of incorporating technology in communal spaces are clear, care homes may face challenges during implementation. Training staff and residents to use these tools effectively is critical. Offering tutorials and ongoing support can ease the transition and build confidence. Additionally, ensuring accessibility features, such as larger text, voice commands, and simplified navigation, can make these technologies more inclusive.
Financial considerations are another factor. Partnering with technology providers, seeking grants, and encouraging donations can help fund these innovations.
Leveraging technology to enhance communal spaces in care homes represents a forward-thinking approach to improving residents' quality of life. From interactive screens and VR experiences to tablet hubs, these tools foster engagement, stimulate cognition, and promote meaningful social interactions. By thoughtfully integrating technology, care homes can create vibrant, inclusive environments where residents feel connected, entertained, and supported. As technology continues to evolve, its role in shaping communal spaces will undoubtedly grow, opening up even more opportunities for enriching residents' lives.
Care Home of the Month, Henbrook House: Connaught Care
Henbrook House, St Neots
With a mission is to deliver extraordinary care by creating a supportive community environment for residents, staff and guests alike, Henbrook House, a state-of-the-art luxury care home, features as our Care Home of the Month this February.
Henbrook House is a modern, purpose-built luxury care home in St Neots, which was opened in 2024 as part of the Connaught Care Collection. The home offers 69 private bedrooms, along with stylish communal rooms for dining, reclining, or spending quality time with family and friends. Catherine Frost, General Manager at Henbrook, explained, “Our mission is to provide extraordinary care and lifestyle options for up to 70 residents, and to create an open and warm environment where everyone feels part of a thriving community.”
The team at Henbrook House are committed to offering market-leading care services to all residents, including both long-term residential and specialist dementia care on a permanent basis. In addition, the home offers temporary short-stay options for people who want to trial the environment, or who need a place to rest and recover following serious injury or surgery in hospital. “This ‘rehabilitation beds’ project is a new Connaught Care initiative which is being trialled at Henbrook and its partner home, The Chase in Huntingdon. We see the project as a crucial part of our philosophy of ‘complete care’,” said Catherine.
The Henbrook House team prides itself on having a dedicated group of staff who have made it their mission to get to know each resident on a personal level. “By learning about our residents’ unique interests, aspirations and personalities, we are able to adapt our care plans to match each individual.
“This person-centred approach extends from our carers to our other staff as well; including Personal Trainers, hair stylists, spa therapists and the kitchen team. At Henbrook, we want residents to feel that we fully understand and care about them — meaning our approach cannot be one-size-fits-all,” added Catherine.
All homes in the Connaught Care Collection aim not just to meet the requirements set by CQC, but also to excel in everything they do. At Henbrook, the goal is to help residents ‘Live a Life More Extraordinary’; which means ensuring that well-trained and experienced staff are always on-hand to provide care, companionship - and engagement to our residents.
Catherine understands that in order to do this effectively, staff must have the support and resources they need to deliver their best. That is why Henbrook invests in rigorous skills training for every member of staff, including courses in later-life care; falls risk prevention - and specialist dementia care. Catherine revealed, “This commitment to up-skilling our staff is a crucial part of our offer, and we aim to become one of the safest and best-trained care homes in the whole country.”
Henbrook House offers a range of luxury amenities and quality-of-life services to their residents, including a fine-dining Bistro and Bar, cinema room, gym, a private dining room for special occasions, a fully equipped salon and spa, comfortable social lounges on every floor, and a large courtyard and lawn, which many of the bedrooms directly access. Henbrook also has its own car and access to a minibus, meaning residents can go on outings to the local community whenever they choose. Another interesting addition in the home is that, under the all-inclusive payment model, family and friends can partake in these amenities free of charge.
Admitting that the spirit of community-building is central to everything they do at Henwood House, in order to foster a sense of community within the care home, Catherine explained that they regularly collaborate with local businesses, charities, schools and voluntary organisations on various projects. “This creates a fun and dynamic atmosphere at Henbrook and helps residents feel like active participants in the life of the town,” she said.
Despite Henbrook House not yet being rated by the CQC, due to it being newly opened in April 2024, the home’s goal is to be recognised as an outstanding home when it is inspected, which should take place sometime in 2025. With this being said, Catherine finished, “We also have in place our own rigorous internal audits, with each Connaught Care home being held to the highest industry standards in terms of the care and lifestyle services we offer.”
Building Inclusivity
In an interview with Seema Flower, Founder of Blind Ambition, an international disability inclusion consultancy, Seema highlights the importance of disability inclusion in care settings, offering practical insights into how care homes can enhance accessibility and provide better support for residents with disabilities.
Could you provide a brief overview of Blind Ambition and the mission behind the brand?
Blind Ambition is an international disability inclusion consultancy dedicated to improving the lives of disabled individuals through education, advocacy, and training. Our mission is to create inclusive futures by empowering organisations and communities to embrace disability as a strength. We provide tailored training programmes, accessibility audits, and strategic guidance to help businesses and care providers foster inclusive and supportive environments.
We work across a range of industries, helping organisations—including major utility companies, healthcare providers and care homes, multinational banks, law firms, and architects—start their journey toward disability inclusion. These organisations are recognising that inclusion benefits their clients, team members, and bottom line.
What inspired you to establish Blind Ambition, and how has your personal journey influenced the organisation's ethos?
As someone who has been blind since the age of nine, I’ve experienced first-hand the challenges that come with navigating a world designed without disabled people in mind. I founded Blind Ambition to address these challenges and to demonstrate that inclusivity benefits everyone. My personal journey has shaped our ethos, focusing on creating environments where disabled people feel respected, valued, and supported.
In December 2024, I was honoured to give a speech about inclusion for the banking industry at the House of Lords, alongside the UK Small Business Minister. This milestone reflects our growing impact and the increasing recognition of the importance of inclusion across sectors.
What challenges do disabled individuals face in care environments, and how can your solutions address these issues?
While care homes often meet basic accessibility requirements, such as doorway widths and ramps for wheelchairs, additional challenges persist. For example, many staff members may lack training to understand the frustrations associated with visual impairments or neurodivergences like autism.
Many residents are totally dependent on support throughout the day, from getting up in the morning to going to bed at night. Residents might know what they want to do but feel unable to accomplish it due to their impairments, leading to feelings of frustration or isolation.
Our training helps care teams empathise with these experiences. We can provide direct insights into each of the many daily challenges, such as getting dressed, personal care, taking exercise, playing games, having dinner, etc, so that staff are better able to support their residents.
For example, we use interactive activities—sometimes involving chocolate—to demonstrate how much we rely on eyesight without realising it. We also explore different types of visual impairments and their specific impacts, as well as strategies for supporting residents with neurodivergent conditions. By equipping staff with this knowledge and understanding, care homes can create a more understanding and inclusive atmosphere.
How can care homes create more inclusive and accessible spaces for residents with disabilities?
Creating inclusive spaces requires a blend of physical accessibility and staff awareness:
- Physical Accessibility: While ramps and wide doorways are essential, clear signage, contrasting colours for easy navigation, and tactile or audible indicators can further enhance the environment for visually impaired residents.
- Training and Awareness: Educating staff on the nuances of different disabilities and neurodivergences can dramatically improve resident experiences. For instance, understanding why certain environments might distress an autistic resident enables staff to implement small changes that make a big difference.
Inclusivity is about looking beyond compliance to meet the unique needs of each resident.
Could you tell us more about your training programmes? How can they benefit care home staff and residents?
Our training programmes are designed to build empathy and practical understanding among care home staff. We cover a wide range of disabilities and neurodivergences, including visual impairments, hearing impairments, autism, and physical disabilities. Topics include:
- Understanding the frustrations and challenges faced by residents with disabilities.
- Practical strategies to support independence and dignity.
- Creating environments that accommodate sensory sensitivities or mobility challenges.
Our sessions on visual impairments help staff recognise how much daily activities rely on sight and offer strategies to bridge these gaps. For example, in one care home we recently worked with, we were able to introduce a talking microwave to help a number of residents. We also often introduce talking clocks.
These inputs benefit residents by improving their quality of care and creating a more inclusive community, while staff gain confidence in their ability to provide tailored support.
What are your goals for Blind Ambition in the coming years, especially within the care sector?
We aim to expand our impact in the care sector by:
- Partnering with care homes to deliver comprehensive training programmes that address a variety of disabilities and neurodivergences.
- Advocating for systemic changes to prioritise inclusivity in care standards.
- Introducing innovative tools and resources to empower care providers to create truly inclusive environments.
Our ultimate goal is to ensure that every resident feels respected, valued, and supported, regardless of their abilities.
If you could share one key message about inclusion and accessibility with the care sector, what would it be?
Inclusion is not just the right thing to do - it’s also a strategic advantage. Research from Accenture shows that organisations leading in disability inclusion experience 1.6 times more revenue and 2.6 times more net income than their peers. For care homes, this translates to improved resident satisfaction, better staff retention, and an enhanced reputation.
Simple changes, such as tailored training for staff, can foster understanding and empathy, creating a better environment for everyone. Remember, small steps toward inclusivity can make a world of difference. By investing in inclusion, care homes can transform lives while improving their own operations.
For more information about our training programmes and services, visit www.blindambition.co.uk.
Reading into It
For our Activity of the Month this January, we look at reading, specifically creating reading corners and implementing book clubs in care homes and delve into how the introduction can enhance community and wellbeing.
Incorporating reading corners and book clubs into care home activities can transform communal spaces into hubs of engagement, learning, and connection. With the right planning, these spaces offer residents a meaningful way to pass time, spark conversations, and even improve mental wellbeing. This article explores the steps for creating a library section within a communal area and building a successful book club program that enriches the lives of care home residents.
Reading and storytelling are not only entertaining but also therapeutic. Studies show that reading can reduce stress, improve cognitive function, and enhance emotional health. For seniors, these benefits are particularly valuable, as activities like reading can slow memory decline and provide comfort.
Book clubs, in particular, offer an opportunity for socialisation. Many residents may feel isolated or disconnected, and group discussions can create a sense of belonging. Sharing opinions, listening to others, and laughing over shared stories foster connections and strengthen friendships.
Designing an Inviting Reading Corner
Location and Layout: Choose a quiet yet accessible corner in the communal space. Ideally, this should be near windows to make use of natural light. Provide comfortable seating, such as armchairs or cushioned benches, arranged in a semi-circle to encourage conversation.
Bookshelves and Storage: Install sturdy shelves that are easy to reach. Avoid overcrowding; instead, organise books by genre or topic for easy navigation. Include labels to assist residents who may have visual impairments.
Lighting and Decor: Good lighting is essential, so include adjustable lamps or reading lights. Enhance the space with warm colours, rugs, and soft furnishings to create a cosy ambiance.
Accessibility Features: Ensure the area accommodates mobility aids like walkers or wheelchairs. Place books at varying heights so all residents can access them without difficulty.
Creating a library collection requires careful thought to cater to the diverse interests and abilities of residents. Be sure to offer a wide range of genres, including fiction, non-fiction, biographies, and poetry. Include large-print editions and audiobooks for residents with visual impairments.
You could ask families, local libraries, and community groups to donate books. Many organisations are happy to contribute to care home libraries. To include residents, allow them to make suggestions and requests, making the library a personalised space that reflects their preferences.
Choose accessible and engaging books. Consider themes that resonate with the residents' experiences, such as family sagas, historical fiction, or light-hearted comedies. When introducing the book clubs, establish a regular schedule, whether weekly or biweekly, and keep sessions short to maintain interest.
Include occasional read-aloud sessions for residents who may struggle with reading independently. Poetry readings, short stories, or guest authors can add variety to the club.
Book clubs and reading corners can also strengthen connections with the wider community. Invite local schools, libraries, or authors to participate in events. Intergenerational reading programs, where children read with residents, foster relationships and promote learning for both groups.
Implementing and maintaining reading corners and book clubs may come with some challenges, but with proper planning, these can be addressed effectively: to avoid low participation, encourage attendance by promoting the benefits and creating an inclusive environment. Highlight the social aspect rather than focusing solely on reading.
To get around cognitive or physical limitations, you should look to offer audiobooks, large-print texts, and adaptable furniture to make the space accessible to everyone.
To ensure residents are always getting the most out of this introduction, track participation and gather feedback regularly to improve offerings. Celebrate milestones, such as finishing a book or hosting a successful event, to maintain enthusiasm.
Introducing reading corners and book clubs into care homes is more than just providing books; it’s about building a community centred around shared stories and experiences. With thoughtful design, diverse collections, and engaging activities, these spaces can promote lifelong learning, improve mental health, and enrich social connections. Care homes that prioritise reading programs not only offer entertainment but also create an environment of inclusivity and intellectual stimulation.