MioCare_Annual_Review_2017

Annual Review 2017MioCare Group is a Community Interest Company



WELCOME CONTENTSWelcome to our review of 2017 which has proved to be a very successful year for the MioCare 1Group with significant progress being made against each of the strategic objectives we set ayear ago. WelcomeIt has been a great year for growth with the opening of our day support service MILES@Ena 2as well as becoming the night time service provider for all the Extra Care Schemes across theborough. We were also successful in our bid to join the Greater Manchester ethical commissioning The MioCare 2020 Visionframework for people with learning disabilities and other complex needs. 3We continue to make MioCare group a great place to work and have made improvements toour employee offer. We celebrated our employees’ achievements at our biggest and best staff Governance and numbersawards celebration yet and continued our staff engagement with our ‘Getting in the Know’events. These all contributed to an increase in staff satisfaction in the year. 4A key milestone was the launch of the MioCare Group’s 2020 Vision and strategic business plan Our service userswhich sets out our plans for the next three years. Despite an incredibly challenging budget weagain managed to deliver an operational surplus. 6It has also been a significant year in terms of integration as the local system comes together Our staffto form the Oldham Cares partnership, also referred to as the Integrated Care Organisation(ICO). The MioCare Group has been identified as a core provider and a key alliance partner. 8This will have a huge impact on the MioCare Group and other providers in the year ahead,fundamentally changing the way services are delivered. The focus will be to develop a Working in partnershipsustainable system wide approach that delivers a better health care experience for the peopleof Oldham through teams sharing knowledge, resources and skills. 9This will require a paradigm shift for all organisations. It is counter intuitive to how the sector has A growing businessevolved for the past quarter of a century. Commissioners and providers with an equal voice.Collaboration rather than competition. Conceding as well as leading. Population outcomes over 10organisational objectives. It will be very challenging but the potential rewards are huge whichis why we will embrace the uncertainty it will bring and be true to our values and our mission to Delivering qualitysupport people to get the most out of life. 11 Our work with the community Karl Zahid 12 Karl Dean Cllr. Zahid ChauhanManaging Director Chair Our range of services 1

THE MIOCARE 2020 VISION Integral role in improved health outcomes for Oldham and beyond Trusted ‘can do’ partner sfaction Excellent stakeholder relationships Diver A s Re elf-ssueffpicoiierntnvfoet lssitouinswgtaLiOtiinhnUaogRubrISorleHwcoIbtNhmuGsaminBcuerUonsSisstIsiNeGsEMSS ION We u OUWReVpAWrLoWUevEeirdSeaesrpceheoacitucatehllentic Sector leEadimOnpultgostsytaearn ffdoifnacnghdopirscoeervividcere user satiINATKEEGYRPATREODVCIDAERREIN THE USCEHRESRIASNHDE EDMBPYLSOEYRVI SYSTEM MIOCE EES3. CToAbReEcoGmRe Oa fUloPuri2sh0in2g0bVusIiSness AF liverOUR MISSION y is thuerbaeistmOoiusurticwnoodrmedepsOfeUoanrrRtdehPeeoRnucpOreeoaMfIcpoltSrieEoaSlwnlse care for Supporting people to get the most out of life se poOeuUrrRs‘oHPneRacAdeCn, THtrIeeCdaErhtPiagHnhIdLqOHuSaaOlnitdPysHc’ Yatorede OUR BEHAVIOURS O WWeWeteatkcaehkaeolwrleennsepgroesnhosipuibroisleiftylovueforsrrtoooluebrseseatlhnvedesbthaeenstdowregeaaccnhaisnoatbthioeenr Our priorit2

GOVERNANCE “2017 was an excellent year forAs a local authority owned group we have a singleshareholder, Oldham Council. The shareholder has in MioCare.”place a Board of Management to set the strategicdirection and oversee the delivery of objectives. In “Thanks to2017 board membership comprised: significant growthCllr Zahid Chauhan (Chair and Councillor) and prudentCllr Jenny Harrison (Councillor) management weCllr John McCann (Councillor) have once againCllr Ginny Alexander (Councillor)Peter White (Deputy Chair and Non-Executive Director) – appointed 1 February 2017 delivered anJeff Jones (Non-Executive Director) – appointed 1 December 2017 operational surplusMick Ord (Non-Executive Director) – resigned 31 October 2017 despite challengingKarl Dean (Managing Director) efficiency targets.”Over the course of the year the Board delivered a number of improvements to how it governs the 3organisation including the recruitment of two new Board Members. In 2018 we will recruit a thirdindependent Board Member as we look to navigate the opportunities and the challenges that theICO will bring.THE NUMBERSIn summary we again delivered an operational surplus which was an excellent outcome giventhe in year efficiency target of £500k needed to balance the budget. This was achieved throughsignificant growth and prudent management of resources within Oldham Care and Support.In 2017 we significantly reduced the losses in MioCare Services and for the first time since itwas established, in 2018 we have a budgeted surplus. 2018 will also see the last of the originalmanagement fee reductions which has realised a saving of £4m in four years.INCOME Budget +/- ActualManagement fees £11.086m ▼ £35,000 £11.051mOther income £2.121m ▲ £160,000 £2.281mTotal £13.207m ▲ £125,000 £13.332mEXPENDITURE Budget +/- ActualStaffing £11.331m ▼ £62,000 £11.269mOverheads £2.211m ▼ £180,000 £2.031mEfficiencies -£0.335m - £335,000 £0Total £13.207m ▲ £93,000 £13.300m

OUR SERVICE USERS2017 AGM A wide range of activities The MioCare Group’s mission is to support people to get the mostWe were delighted to welcome a number of people who use our out of life and this is reflected in the range of activities we deliver.services, together with their families and carers to our AGM in 2017.We were privileged to hear about the difference our services have To give you a flavour, our work experience students created anmade to their lives by providing the right support to them where outdoor seating area at Grassroots using donated pallets andand when they need it most. due to their talents were also commissioned to create new signs for the Failsworth Academy Gateway.We were joined by a dedicatedShared Lives carer, Miriam and the Our Wellbeing sites also enjoy a number of activities throughoutyoung lady she supports, Sam who the year to celebrate key events and the personal achievementstold us how the Shared Lives scheme of our service users.has enriched both their lives. There is also time for lots of fun as demonstrated by the regularWe also heard from a Helpline events we have in our Extra Care schemes with evening dancesservice user and his sister and the being very popular and enjoyed by all.daughter of one of the residents ofCharles Morris House who further Miriam and Samendorsed our services.Service user events Outdoor seating area at Dancing the night away in Grassroots Extra CareWe held a number of successful events for service usersthroughout the year, including a celebration for our Shared Livesservice users andtheir carers duringnational Shared Livesweek in June andin December, a funfilled Christmas party.Medlock Court hosted a seasonal celebration for service usersand their families that boasted aspectacular cake sale and rafflein aid of The Christie Hospital.The event raised £678 andprovided a great afternoon ofentertainment for our residentsand their visitors. Richard achieved his goal of Hung making jam re-painting the Chadderton4 Park Christmas Shop

Richard’s Story Richard 2017 AGMIn his younger years Richard spent a lot of time living outsideof Oldham before returning to the borough when he was Christmas parties17 years old. After leaving Newbridge School, Richard went to cake salesto Oldham College and with support from MioCare in 2013he moved in to his own flat at Mimosa House one of our Plenty of worksupported living properties. During this time the team have experienceworked closely with Richard to enable him to become more opportunitiesindependent and an active member of his community. Thishas seen him volunteer with Age UK in Oldham and complete Personal storiesan apprenticeship with the gardening team based at with a positiveAlexandra Park. As a result Richard was successful in securinga fixed term 30 hour post, using his skills to work as part of outcomethe parks team. Everyone getsRichard loves to live life to the full and he also enjoys dancing, Zumba, going the gym and going involved inon holiday. The support Richard has received coupled with his volunteering and experience ofpaid work has helped him to develop so that he is now on the lookout for further employment Christmas ringopportunities. roundChristmas ring round Board members get involved in the 5Every Christmas, staff from across the organisation Christmas ring roundcome together to ring all 4,500 of our Helplineand Response customers to make sure they haveeverything they need heading into the festiveperiod, including food, heating and access tomedication. We also reassure them that staff areavailable 24/7 to provide help and assistancewhere it is needed. This proactive approach isappreciated by customers and their families as itprovides extra comfort at a time when lonelinesscan be felt more than ever. It’s good to knowsomeone is looking out for you and that they willbe there if you need them. It’s not just staff thatget involved, our board members also get on thephones to make contact and do their bit.| OUR OBJECTIVE IS TO BE CHERISHED BY SERVICE USERS AND EMPLOYEES |

OUR STAFF Fit For Oldham We aim to develop a working environment and culture that Staff Awards supports a healthy lifestyle and that enables the workforce to In March 2017 over 100 people attended our biggest and ‘do their bit’ and take responsibility for their own health and best staff awards event yet where we celebrated individual wellbeing. That’s why we have adopted Oldham Council’s Fit and team success across the group. Guests enjoyed hearing for Oldham initiative which delivers a wide range of activities about our own MioCare heroes who always go the extra mile. to improve health and wellbeing. Staff can become more The audience also heard from Jim McMahon MP about his active through Zumba and Boxing workouts, be creative by experiences at Westminster and local fundraiser Steve Hill MBE taking part in a painting or a pottery workshop, improve their spoke about his arctic marathon exploits. For the first time there wellbeing through massage and mindfulness sessions or just was a Chairman’s Award which is awarded to a member of staff have a lot of fun singing in a choir or supporting charity events. who has made an outstanding contribution to the organisation The MioCare Group has tailored the initiative to its workforce in a number of ways and this year the inaugural winner was and has introduced a voucher scheme for shift workers and Jenny from Supported Living. Thanks to our sponsors, we were plans to hold sessions across the Group. able to give our staff a great fun filled night with the photo booth a particular highlight! Getting In The Know Over 150 staff attended our “Getting in the Know” events in MioCare Staff Rewards November 2017. The day gave staff an update on the progress We are always looking to improve our employee offer and we of the organisation and the challenges and opportunities that were delighted to launch the MioCare Group Staff Rewards lie ahead. It also provided colleagues with the opportunity to scheme. Through the Vectis card, staff can enjoy a range of learn about all the additional benefits and rewards staff can benefits including savings and discounts at a variety of top access at our Rewards market. The feedback from those who retailers (high street and online), service providers and leisure attended was very positive and we will be holding these every activities. MioCare Rewards also includes access to an Employee six months. Assistance scheme, annual leave purchase scheme, credit union, childcare vouchers, health cash plans and discounted 150 staff attended our Getting In The Know event gym membership.6

2017 Staff Survey BestOur second annual staff survey revealed: staff awards✔ There was positive movement in 20 of the 25 indicators event yet✔ Overall staff satisfaction increased by 7%✔ 82% agreed that they ‘can make a difference every day’ Staff rewards scheme launchedFollowing the 2016 survey we made a concerted effort to address key themes that were fed backso it was pleasing to see there was a: Fit for Oldham initiative adopted✔ 17% increase in ‘MioCare cares about its employees’✔ 13% increase in ‘There are opportunities to progress’ 2017 staff✔ 12% increase in ‘Communication is effective across the Group’ survey resultsWhilst there has been significant improvement we recognise that there is still a lot more we can positivedo to make the MioCare Group an even better place to work and following feedback we aregoing to move from an annual survey to a more dynamic technology solution in 2018.Growing Our OwnThe Board and the senior team are absolutely committed to developing our own staff andproviding opportunities for progression. Our ‘We Do Care’ initiative gives a chance to thosewho may find it hard to secure employment and this year we were delighted to have our first‘graduates’. Well done to Craig and Alison who progressed from trainees to secure positionswithin the company in their respective services. We were also delighted that Julie who originallyjoined us as a Finance Trainee through the Get Oldham Working scheme progressed to theposition of Finance Officer following the successful completion of her qualifications.Craig and Alison Julie| OUR OBJECTIVE IS TO BE CHERISHED BY SERVICE USERS AND EMPLOYEES | 7

WORKING IN PARTNERSHIPIntegration Stakeholder FeedbackIntegration has very much been the word on everyone’s lips in We asked senior leaders from across Oldham for their viewsGreater Manchester and things have been moving at a pace about the MioCare Group. The feedback was on the wholein Oldham. Exciting developments have included the MioCare very positive and associated the organisation with quality,Group joining the ICO Shadow Board, being identified as a responsiveness and flexibility. Partners commented that they seekey provider and we will sign an alliance agreement effective us as a positive partner to work alongside and all participantsfrom April 2018. We have also been working with Pennine Care saw the MioCare Group as having a central role in an integratedand Oldham Council’s Adult Social Care service to explore health and social care system.what a joined up single community provider could achieve “In terms of cost and quality I think we are very pleased with theand look like. Integration is a game changer and there are progress that the company has made…the company is an exemplaryexciting times ahead! provider.” Oldham Council “We work well in partnership...especially around urgent care andEnablement flow through the hospital system. I would describe them as a reallyA key project that we have been working on with our partners supportive partner and a partner who other organisations know andis Enablement, which brings together a range of rehabilitation recognise.” NHS Trustservices under one offer. The new service will see our Medlock Phrases our partners associated with MioCare:Court and Community Reablement services coming together ✔ “A can do organisation”with Pennine Care’s Butler Green and ORCAT service. This will ✔ “Up for a challenge”result in improved pathways, closer partnership working and ✔ “A genuine partner of ours”most importantly better outcomes for the people of Oldham. ✔ “A partner who really cares about its customers” ✔ “A responsive and receptive organisation”Healthy Homes ✔ “A fellow anchor institution of Oldham” There was also some constructive feedback and learningDuring 2017 we worked with First Choice Homes to deliver a about how we can further develop, particularly in relation to communication and promoting our full range of services.programme which carries out a ‘health and home check’ on MioCare – partnership in actionpeople who are 75 and over. As well as looking at a person’shealth, wellbeing, mobility and their physical environment,the multidisciplinary team carries out welfare benefit checksand reduces the risk of people being socially isolated.These interventions arealready bearing fruit withmany people’s wellbeingimproved as a result of a visitfrom the team. It it is expectedthis will lead to a reductionin A&E presentations. Realpartnership working in Working withaction! First Choice Homes8 | OUR OBJECTIVE IS TO BE A KEY PROVIDER IN THE INTEGRATED CARE SYSTEM |

A GROWING BUSINESSThere were significant changes in our portfolio of services in 2017 including the decommissioningof Limecroft and two of our long established Wellbeing sites. However, it was also a year ofgrowth where we expanded some existing services and established new ones.We launched our brand new day support service MILES@Ena LaunchedMILES@Ena in Failsworth in October 2017. The facility MILES@Enabenefited from a full contemporary refurbishment which day supporthas been well received by service users. This is a veryexciting development for the group as it represents our servicefirst non-commissioned service which is operated on acommercial basis. MILES@Ena has got off to a great Appointedstart and continues to go from strength to strength. provider of Extra CareThe MioCare Group was selected to be the provider night servicesof the Extra Care night time service which commencedin December 2017 across Oldham’s six Extra Care Expanded ourschemes. This complements the care service we already Shared Livesdeliver between 7am – 11pm in four of the schemes. Thisis testament to the reputation that we have gained in Servicedelivering Extra Care over the last two years. 9In August 2017 the MioCare Group successfully bid Extra Care Night Teamto join the new Greater Manchester dynamic ethicalcommissioning framework for people with a learningdisability and autism. It was a very rigorous processwhich allows us to tender for future opportunities acrossthe region.At the moment though our focus is on our role as thepreferred provider for people with complex learningdisabilities in Oldham and during the year we workedwith commissioners to prevent service users going out Great outcomes for service usersof borough and on the repatriation of service users toOldham. This led to great outcomes for all involved and most importantly for the service users.Following lengthy discussions about the future of our Shared Lives Service we have expanded theteam to deliver more placements in caring family homes in Oldham. At a Greater Manchesterlevel there is a lot of support for the Shared Lives model so we hope to see more growth in 2018.| OUR OBJECTIVE IS TO BE A FLOURISHING BUSINESS |

DELIVERING QUALITY Highlights from 2017 In 2017 the Quality, Performance and Compliance (QPC) Team Medlock Court, ✔✔✔ ✔✔ implemented a group wide quality assurance framework with MILES@Ena the aim of embedding a culture of continuous improvement EXCELLENT GOOD at all levels of the organisation. This multi layered approach and Laurel Bank ensures that quality is everyone’s business and fosters a received a 5* Medlock Court Hunt Lane culture that means all of our services are inspection ready at rating in recent and Laurel Bank Respite Service any time. In practice this could be a management audit, a Food Hygiene and Medlock review by our QPC team or an external compliance check. Inspections received an Court received Teams from across the group have really embraced the new carried out ‘Excellent’ rating process and the learning from the assessments has been by the Local following their external invaluable both at a service and organisational level. A key Authority Local Authority compliance theme highlighted is the fantastic high quality, person centred checks, both care people receive as a MioCare customer. Health and of which were Safety Audit. very positive Shared Lives Plus carried out a Readiness Assessment of the Whitney Court and indicated Shared Lives Scheme and we received very positive feedback and MioCare ‘Good’ practice on the management and ethos of the scheme. This led to throughout the MioCare being invited to conduct a peer review of the Shared Services Lives Scheme in Bury. received a services ‘Good’ Rating Service user and family feedback MioCare Group endeavours to ensure the delivery of high Hunt Lane 100% quality services to meet the needs of service users and their • 100% of families of service users at Hunt Lane Respite are families. Throughout the year we have conducted a number of customer satisfaction surveys and whilst satisfaction has satisfied with the service they receive from MioCare been high there has been some useful feedback to help us • 100% of families stated that their son/daughter receives continuously improve. high quality care and support “Overall very satisfied with all aspects of respite received. Great place for my son to receive excellent care with Medlock Court 93% attentive staff.” • 93% of service users at Medlock Court say the staff 100% team are good at meeting their care needs “Fantastic group of workers that show true compassion and care.” Extra Care Housing “Could not have done better, would recommend anyone to • 100% of service users within Extra Care Housing are come to Medlock needing recovery.” satisfied with the service they receive from MioCare “Our pupils gained independence and experience they would • 100% are treated with dignity and respect not have been able to achieve without this service.” Home Care 100% “If you have a problem they are there for you.” • 100% of our customers feel that they are able to raise10 their concerns and queries in the knowledge that they will be responded to quickly • 100% of our customers are satisfied with the service they receive from MioCare Group Shared Lives 98% • 98% of service user accessing the Shared Lives Scheme are satisfied with the service they receive

OUR WORK WITH THE COMMUNITY OUR COMPANY Sponsored theThe MioCare Group became a Community Interest Company in 2016 and since that time has Mayor’s Ballbeen committed to the principles that we use our assets to have a positive effect on Oldhamand that the value we create is reinvested in the communities we serve. Made donations to Maggie’s OldhamWe have sponsored a number of events that raise money for local charities and causes includingthe Mayor’s Ball and the Action Together Ball. We have also made donations to Dr Kershaw’s andHospice and Maggie’s Oldham. Dr Kershaws“MioCare is a valued partner and commits its time and resources to supporting local OUR STAFFgood causes and community activities in Oldham. For example MioCare has sponsored Walked upthe Action Oldham Fund fundraising ball for the last two years and joins local campaigns Snowden tothat promote Oldham and raises money for people to take action. Strategically MioCare create anworks with Action Together to influence local decision making and uses its networks toproactively seek to engage Oldham’s voluntary, community and social enterprise sector in ‘inside garden’service re-design and delivery.” Liz Windsor-Welsh (CEO, Action Together) for residentsOur amazing staff have also taken part in a number of initiatives that have resulted in parcelsfor the local foodbank and Christmas presents for children at a local refuge.At Grassroots we regularly host visits from church and community groups who come to learnabout the work we do at our Wellbeing sites and leave with lots of freshly grown produce.In July 2017 a team of intrepid explorers from the Trinity House Extra Care scheme scaledthe heights of Snowden to raise £500 for an ‘inside garden’ in order to create a stimulatingenvironment for residents.Community activities at Grassroots Trinity House 11

RANGE OF SERVICES Helpline and Response 67 service users with Service available 24/7, complex learning disabilities Older People’s Services supported in 15 properties • Community Enablement 365 days a year • Residential Enablement at Medlock Court • Assistive Technology 82% 18 services delivered • Helpline and Response Service across 28 locations • Extra Care Housing 443 staff - 82% of staff • Night Care Team are Oldham residents • Home Care • Personal Assistant Service Over 8000 attendances to 62 Shared Lives • Older People’s Day Care Helpline customers with 1900 arrangements Learning Disabilities and Mental Health Services • Supported Living ambulance avoidances • Learning Disability Respite (Hunt Lane) • Mental Health (Willow House) 44 people regularly 110 people supported • Wellbeing using Day Services across 4 Extra Care • Shared Lives Housing Schemes • Work Experience Team • MILES@Ena Day Service 200 Disabled Over 900 people Managed Services Facilities Grants works supported by our • Equipment and Adaptations enablement services • Blue Badges completed Enablement in action at Medlock Court12

MILES@Ena day support service

“Supporting people to get the most out of life” MioCare Group Ena Hughes Resource Centre, Ellesmere Street, Failsworth M35 9AD T: 0161 770 8777 E: [email protected] www.miocare.co.uk @miocareCIC