WELCOME TO OUR LATEST SOCIAL IMPACT REPORT
This year, we also worked to grow our social impact well beyond our 28 communities of care. Special outreach campaigns helped to demystify care and support families to make care decisions they can feel good about. This year, we also worked to grow our social impact well beyond our 28 communities of care. Special outreach campaigns helped to demystify care and support families to make care decisions they can feel good about. Of course, no year is without its difficulties. Maintaining strong occupancy and recruiting talent remain key challenges, as do wider issues including the Cost of Living Crisis. In September 2023 we also said goodbye to St Cross Grange, our home in Winchester, after securing the effective transfer of residents and colleagues to a like-minded provider. As the challenges in the sector continue to hit the headlines, we hope the stories of individual and collective achievements in this report shine through as examples of the positive impact care communities like ours have on people’s lives.
This update is a yearly opportunity to reflect on our achievements and challenges. It is also a reminder of the impact we have on our residents, their loved ones, as well as our colleagues and the communities we operate in. Throughout these pages, we share highlights of our 2023-2024 financial year and how our work and charitable mission supported people in our care and beyond. In the last year, we continued to work towards our 2022-2025 strategy. The strategy has three major pillars: ‘putting quality first’, ‘inspiring our people’, and ‘growing sustainably’. We are pleased with the progress we have made in these areas. We believe that putting quality first sits behind the strong satisfaction scores of residents and relatives we saw this year. 96% of residents and 98% of relatives are ‘happy’ with the care we provide, both improvements on last year’s already high scores. This year we implemented the Gold Standards Framework for exemplary end-of-life care, and introduced an Activities and Wellbeing Co-Ordinator for the trust to drive consistent high-quality activities provision. In the period, we were also named a Top 20 Large Care Home Group by independent reviews platform carehome.co.uk for a seventh year,
and one of our homes joined the list of top homes in the highly competitive London region. At the same time, we continued to claim our place as an employer of choice. We committed to training even more apprentices, promoted diversity and inclusion and introduced new support including a dedicated Menopause at Work policy. We also recognised the long service of 159 colleagues, who marked between 5 and 30 years with us. In the year, our family of homes continued to grow. We increased the number of beds to 1,275 after reopening the renovated Mount Ephraim House in Tunbridge Wells and welcoming Broadacres, a residential care home in Norfolk. Plus, we continued to improve our existing homes through a £3.5 million investment in renovation, expansion and sustainability projects. We believe that putting quality first sits behind the strong satisfaction scores of residents and relatives we saw this year. 96% of residents and 98% of relatives are ‘happy’ with the care we provide, both improvements on last year’s already high scores.
In the year we delivered around 2 million hours of care and support at our homes
Chief Executive Officer
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Our Impact in 2023 – 2024
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