Staff Meetings

Meeting Notes 22/11/2023

All staff attended the meeting which was held in the meeting room on 20/11/2023 and 22/11/2023.

Subjects we covered - Family members

                                    Gifting policy

                                    Completing tasks outside of visit times

                                    Property care at service users houses

                                    Being quicker to respond to things

                                    Swapping shifts

                                    Swapping visits

                                    Definition of safeguarding

                                    Staff suggestions

                                    Staff praise

Family members - We discussed the subject of family members and how sometimes they can make carers deviate unintentionally. We used JC as a recent example and how the carers were quick to act in overruling a decision that her friend Jill wanted to go with which was not to call an ambulance for JC. We explained further that sometimes service users' family or friends will make suggestions that could potentially cause harm to service users and because they are family or friends that carers could possibly follow those instructions. We suggested if you are ever in doubt to ring the careline and get support.

Gifting policy - We discussed the gifting policy in detail and read it out to everyone from the Nouveau Care website. We explained the importance of accepting gifts or giving them to service users. This covered minor things like accepting a cup of tea which we said is ok but not to then help yourself going forward. Carers understood the importance of the gifting policy and how it is to protect themselves as much as the service users.

Completing tasks for service users in their allocated care visits - We explained that posting letters, or shopping must be done in the allocated visit time this is to protect the carers. We also added that any money changing hands for shopping must be pre approved by the social worker and Nouveau Care. Carers are to not feel pressured into doing something by the service user and were told if in doubt ring the careline for support. Photos of envelopes and cash that have changed hands must be photographed and uploaded onto carers notes.

Property care for service users - We discussed the importance of being careful when using equipment in service users homes and to minimize the damage caused when moving equipment we also spoke about putting wipes down toilets.

Being quicker to report things - We discussed the importance of reporting things quicker. We used a service user as an example and that said service user was in bed or her chair for extended periods of time before being reported. We discussed how we all need to work together on closing the time period and being more aware of noticing things that are out of the ordinary.

Swapping shifts and pay advancements - We explained that swapping shifts with colleagues is not permitted anymore as it has been disrupting the service too much with the swaps not being completed in a fair way. Nasnine explained that the 2 X a year pay advancements will no longer be available to staff.

 Safeguarding explanation - We went into detail with regards to safeguarding and all it entails we used the NHS definition to educate some carers that were not aware what safeguarding entails and if they have concerns around a safeguarding matter and how they are able safeguard anyone if they need to. We explained that you can safeguard certain scenarios and a carer used an example of not having adequate food in the fridge which they were right in suggesting.

Meeting Summary – Staff Pay Restructure and Company Policy Discussions
Date: 7th April 2025
Attendees: All full-time staff
Effective Date of Changes: 12th April 2025

A meeting was held with all full-time staff to communicate forthcoming changes to the pay structure and reinforce key expectations regarding conduct and service delivery standards.

Pay Structure Changes
A revised hourly rate of £13.40 will be introduced for all full-time staff from 12th April 2025. Mileage reimbursement has been confirmed at £0.25 per mile.

Visit times and pay adjustments were agreed as follows:
A 30-minute visit will be paid as 20 minutes, a 45-minute visit will be paid as 35 minutes, and a 1-hour visit will be paid as 50 minutes. However, where the full duration of a visit is required to meet an individual’s needs, staff are expected to use the full allocated time accordingly.

Additional hours worked beyond scheduled shifts will be paid at the standard hourly rate of £13.40. To ensure travel time is fairly compensated, an additional 10 minutes will be rounded up and added where appropriate to account for journey time between visits.

These changes were positively received by those in attendance and will come into effect from 12th April 2025.

Service Delivery Expectations
The importance of accurate, detailed note-taking for each service user was emphasised. Clear documentation remains essential for continuity of care and safeguarding.

Concerns were also raised in relation to specific conduct issues, including inappropriate mobile phone use during visits, failure to check in and out correctly using the Birdie system, and instances of visits being rushed or manipulated through early check-ins and outs.

All staff were reminded that these behaviours are unacceptable and fall short of the organisation’s care standards. Moving forward, all team members are expected to follow protocols closely and maintain a high level of professionalism in all aspects of their role.

Staff expressed appreciation for the changes made to the pay structure, with several carers noting that the revised hourly rate and mileage reimbursement felt fair and supportive of the work they do. The inclusion of additional travel time between visits was also well received, as it recognised the practicalities of moving between service users.

In response to concerns around conduct, carers acknowledged the importance of reducing mobile phone use during visits unless absolutely necessary. There was a shared understanding that unnecessary phone use can impact the quality of care and the trust built with service users.

Staff also recognised the need to use the Birdie system more accurately and consistently. There was agreement that more effort should be made to check in and out correctly and to ensure notes are completed in a timely and professional manner. Carers appreciated the reminder and were willing to take collective responsibility in improving practice across the team.

Lessons Learned

It was acknowledged that Beryl has occasionally displayed moments of frustration, including snapping at carers. While these incidents are not frequent, they serve as a reminder of the importance of patience and de-escalation techniques. Carers reflected on the value of remaining calm, not taking comments personally, and offering reassurance to help defuse tension. Maintaining a gentle tone, giving the service user space when needed, and redirecting conversation in a respectful and supportive way were discussed as effective approaches. Recognising that such behaviour may be influenced by underlying conditions or momentary confusion was also highlighted.

We also discussed the role of service users' family members in the delivery of care. While their involvement is often well-intentioned, there have been instances where carers have been unintentionally led away from agreed ways of working. Staff were reminded of the importance of adhering strictly to care plans and organisational protocols, even when suggestions from family members appear helpful. Carers must remain professional, use their judgement, and seek clarification with a supervisor if ever in doubt. Staying aligned with agreed procedures ensures consistency, protects both the carer and the service user, and upholds the quality of care being provided.