Coventry Adult Social Care Annual Report and Key Areas of Improvement 2020/21 (Local Account)

The previous section contained a volume of data and comparisons across a number of areas of performance. To summarise this as succinctly as possible would be to say that Coventry continues to support a relatively low number of people with ongoing care and support needs and as a result is a comparatively low spender on Adult Social Care.

This position has largely been arrived at by our approach to Adult Social Care which is based on supporting people to be as independent as possible. Where independence has been lost or reduced, we work with people to regain skills and where levels of independence have been limited, we work with people to improve this. Our goal is for people to be living independently within their own homes. This is not always achievable and in many cases living independently is only possible with support. The examples below give a flavour of how we have delivered this approach alongside how we have responded during the COVID-19 pandemic. We have used real examples given with the consent of those involved.

Adults and carers at the heart of everything we do

What is SICol?

The Social Interventions Collective (SICol) – Working together to empower.

The SICol brings together some of the key services involved in mental health support; Home Treatment, The Pod, Axholme Services and is a unique approach aimed at promoting independence and avoiding hospital and residential care admissions during a mental health crisis which is proving to be hugely successful.

This strengths-based approach relies on a mix of human connection, relationships and support to enable people to take back control of their lives. Intensive support is provided through daily contacts, active listening and working together to find solutions, leading to better outcomes and increased long term mental health stability. What started as a project bringing a group of passionate professionals together to make a difference has now been recognised for its innovation and impact. The project has now attracted a 3-year funding grant to enable the team to continue and expand their work, in order to reach more people in a mental health crisis.

Crisis Plus Initiative

Alternatives to admission:

• Holding you in mind
• Collaborative intensive outreach
• Social intervention collective
• Crisis houses

What difference is this approach making to people’s lives?

Peter's story

Peter is a 32-year-old man with a long history of mental health problems leading to hospital admissions and a prison sentence. He had moved to Coventry from London to escape gang culture and had become disconnected from all family and friends, leaving him with no social connection and support. Peter had been placed in inadequate accommodation which was making his situation worse and he had lost all trust and confidence in mental health services due to a lack of consistency in support provided. All of this led to Peter feeling unloved and abandoned with risk of further hospital treatment or involvement with the police.

What did we do?

The team worked closely and intensely with Peter, showing kindness and compassion to regain trust and to really listen to his needs. ‘Co-production’ is at the heart of the work of the team and enabling Peter to make decisions and plan his own future was key to this. Twice weekly visits and daily phone calls to listen, offer hope and address practical issues and discuss options all contributed towards enabling Peter to have choice and control over his life. Practical support helped Peter to find solutions to some of the difficulties he had been experiencing, for example; liaising with family to gain support, viewing properties with Peter, help in making an application for benefits, GP registration, provision of funding towards essential goods such as microwave, pots and pans and advocacy and advice. There is a long list of improved outcomes for Peter as a result of the work of the team and Peter’s commitment to co-production and consistent contact, including the following:

• Peter is better able to trust professionals
• Peter has avoided the need for acute medical services, admission to hospital and police involvement
• Peter has improved family and professional relationships
• Peter is using his medication appropriately and taking a lead in liaising with pharmacy and GP
• Peter is accessing psychological and employment support

Peter said;

“I trust you guys, just want to say thank you so much for all your help, I’m sorry I come across as blunt sometimes and direct but it’s not you guys, I just feel let down all the time. I really appreciated the microwave and everyone seeing me, I still get stressed where I am but just want to say thank you I appreciate it even if I can come across as I don’t.”

Peter’s journey continues and he is hopeful in finding employment

“I have a trial shift at a restaurant as a kitchen hand tomorrow afternoon, I think this may benefit me as it is giving me purpose to better myself in my life for my future and I believe being positive can help me deal with feeling stressed and very low at points.”

Peter’s social worker Mariam said;

“Peter’s journey showed us that using an empowering approach with co-production at the heart, helped Peter achieve what he wanted to. Not only this, but by Peter working with the different services involved in SICoL, he was able to become better connected with housing, employment as well as creating his own support networks.”

High quality, person-centred and effective support

Transforming Care - Martin’s Story

Martin is a young man who has Autism. He lives in a shared house just outside of the City. In December 2020 Martin became unwell, there were incidents within the home where he assaulted another person and took an overdose of his medication. His
relationships with friends and family were breaking down and Martin felt out of control.

“I felt angry, depressed, shouting at people and being abusive. I didn’t take care of myself, hitting people and screaming. I was upset inside, anxiety, shaking and worrying about everything.”

To avoid a hospital admission Martin was supported under Transforming Care where he worked with his Social Worker, Learning Disabilities Nurse and Personal Assistant (PA) accessing a direct payment. An urgent increase in Martin’s support was agreed and this enabled Martin to have access to additional hours to support him at home. Gradually these hours were reduced to a level that Martin is now able to manage in order to keep himself safe and well. Martin now has strategies in place supported by Julie his PA to minimise any future incidents within his house and the community.

“Julie listens to what the problem is and gives me advice, with a direct payment I can change the hours around with Julie, she is kind and helpful and makes me feel better.”

The increase in support has enabled Martin to stabilise his mood and thought processes which in turn has had a positive impact in every aspect of his life and his ability to cope with anxieties and stress levels.

“I don’t feel frightened in my own home anymore.”

Those that know Martin well cannot believe the changes in him and have voiced that;

“It is like having the old Martin back, the Martin I have not seen for many years. He is calmer, kinder and more engaging and is a pleasure to spend time with.”

Everyone is proud of Martin’s achievements including his family and friends. Martin has also recognised that he is feeling much better and able to cope with stress in a different way and is very positive about this change.

“I can get back to being creative and doing amazing pictures, I feel in my own head things are working out.”

Martin was offered support from an agency but this model did not suit him as it was too fixed and they had set times. A direct payment gives flexibility to meet changing needs and has been the best solution for Martin.

“The networks in Transforming Care continue to grow stronger with our health colleagues supporting people to improve their situations and preventing hospital admissions for people with autism and learning disabilities to remain in their own homes with the right support to live their best lives.” Michelle Perry Social Worker, All Age Disability Team

Direct Payments enable people to have control over spending their personal budgets and many people choose to have a payment to employ their own personal assistant because they wish to have support from someone they know well and who has the right skills or experiences. Coventry City Council are working closely with a local direct payment support service, Penderels Trust to attract more people to apply to become personal assistants making this a more viable option for people eligible for social care. Interested in becoming a PA?

Reflective and responsive to change

Enhancing Support to Carers

The pandemic changed all our lives when it hit in 2020 but for carers the impact was huge with many having to cope with additional caring responsibilities. Carers Trust adjusted what they did, like many organisations to ensure that there was continued support for carers. Carers Trust was granted additional funding in September 2020 by Coventry City Council to give extra support to carers.

What the Carers Trust did

The additional funding was used to support carers by addressing several key themes:

Loneliness and isolation
We supported over 400 carers with over 1000 contacts and have provided a buddying service and a listening ear.

Loss and grief
We held three, six-week courses and additional oneoff sessions on change. This has supported over 350 carers who are dealing with grief in their lives, whether it is the loss of a loved one, change in a relationship or coping with the diagnosis of a loved one.

Impact on BAME (Black, Asian and Minority Ethnic) carers
We appointed a BAME development worker to link and engage with various groups and networks representing the diverse population of the city.

Digital inclusion and engagement
We supported carers to access platforms such as Zoom and access equipment (laptops and tablets) through a one-off payment to enable them to digitally engage in their communities and access peer support virtually.

Hardship and poverty
We helped to address hardship through providing one-off payments to over 40 carers, to pay for equipment and appliances and to engage in activities to support their health and wellbeing.

Working and caring
We recruited a Working Carers Development Officer and supported over 400 working carers and encouraged employers to support those who are carers in their workplaces.

One carer tells us his story. Stephen, a carer (who now is a volunteer providing awareness workshops on scamming) talks about how the support has helped him.

“I am so grateful that, when the COVID-19 pandemic hit, and I found myself caring for two people, my older mother, and my wife. My ability to cope with the burden of care, a burden that turned out to be larger and longer than expected, got a huge boost when I engaged with the Carers Trust. My stress levels dropped enormously just knowing that there was an understanding and well-organized service out there, one that had diligently assessed my needs and was ready to help me meet them. The people I support benefited, and not just because their carer was less stressed thanks to Carers Trust; they too were better able to get through the lockdowns, the isolation, and the long road to vaccination, knowing that Carers Trust knew what care they would need if something happened to me. Now, as we work our way towards whatever the new normal may be, I am benefitting from the excellent ‘HOPE Programme’ and looking forward to the growing number of opportunities to engage with other carers that the Carers Trust is enabling."

Anna Luczyna Working Carers Development Officer, reflected on the support provided by the Carers Trust

“The pandemic has had a huge impact on everyone, but it has been particularly hard on people who juggle work and caring responsibilities. It has been so rewarding being able to support carers facing those challenges and working alongside such a dedicated team.”

Outcome driven and meaningful

Helping people take back control of their lives

Sarah's story

Sarah is a 43-year-old woman who has a diagnosis of attention deficit hyperactivity disorder (ADHD) and has a Personality disorder which has led to several admissions into hospital since 1989 under the Mental Health Act (MHA) 1983 (amended in 2007). Sarah also experienced a year-long compulsory stay in a mental health hospital (under a section of the MHA 1983) and had appealed her stay under a section of the Act several times. Being discharged into the community under Community Treatment Orders had not helped Sarah to improve her mental health, particularly as she was often recalled into hospital due to not feeling safe in the community. Sarah was struggling to live independently.

Sarah lived with several risks including self-harm and self-neglect and consuming alcohol would often make things worse. Her longest period outside of hospital since 1989 had been six weeks and therefore Sarah had regarded the local mental health hospital as her ‘home’ and the outside community felt unsafe and unknown to Sarah. Although Sarah felt the hospital was her home, she was desperate to leave, to be closer to her family and to build a life outside of formal services. She was worried about managing her distress in the community but said

“I hate being in hospital, but I’m scared of being in the community I don’t feel safe without a section on me.”

What did we do?

Adult Social Care suggested to Sarah that a Guardianship Order could enable her to become more independent and less reliant on services and Sarah agreed to try this approach. Guardianship is a different approach to managing mental ill-health with a focus on enabling individuals to live as independently in the community as possible, with a focus on welfare rather than treatment. The use of a Mental Health Act advocate is key in ensuring an individuals’ voice is heard and at the centre of the discussion. The role of an advocate depends on the person’s situation and the support people want, they are there to support a person’s choices. An advocate can listen to someone’s views and concerns, explore their options and rights, help them to contact relevant people and accompany and support them in meetings or appointments. It can often be overwhelming when the room is full of professionals, without the help of an advocate. With an advocate, Sarah was able to identify that Guardianship would help her feel safer in the community. She was also included in all discussions regarding options for support in the community, this was with the social workers, doctors, nurses and psychologists involved. This meant that Sarah was at the centre of every conversation about her wellbeing and her wishes and feelings were listened to. Sarah’s family, nearest relative and other important people were also included, and this meant all of the important parts of Sarah’s life were being considered when care and support planning was undertaken. Sarah’s care and support plan was co-produced with her heavily involved. This included finding a suitable placement to meet her needs and enable her to continue seeing her sister. Sarah moved into a specialist supported accommodation setting and has now had the longest period out of hospital since she first came into contact with mental health services – approximately nine months! Sarah takes an active part in the community she lives in and has stated that she feels safe under the Guardianship Order. Sarah stated;

“The Guardianship makes me feel safe, it feels like it’s a section for me and for the people looking after me. Even when I have low points, the most important thing is the staff bring me back home.”

Not only this, Sarah told us she is now an activity champion in the community and said;

“I’ve organised a trip to Weston-super-Mare for the residents in a few weeks. We are looking forward to it! I’m part of the coffee mornings and planning of activities in the community. I also now go see my sister on my own."

Support around people and their families

Janet’s Story

Janet is a 71-year-old woman who was referred to Adult Social Care by the Police who were concerned about her vulnerability and welfare. Janet was the victim of financial abuse by a doorstep scammer and was visited by Maxine the Social Worker as part of a safeguarding investigation. Maxine became aware that Janet had problems with hoarding and her property was almost uninhabitable due to the scale of the problem. Janet also had seventeen cats living in the home and although they were like family to her, she was struggling to care for them. Janet told Maxine that she felt very isolated and it soon became apparent that Janet had social care needs. She was not looking after herself, eating regular meals or taking her medication as prescribed. Formal carers were unable to provide care within her home environment as it was cluttered and unkempt. Janet’s strengths were recognised and she was willing to accept support to help her maintain her home and with personal care, medication and meal preparation. Janet had a love of cats but was overwhelmed by the responsibility of caring for 17. Janet stated that she wished to stay in her family home and that she was keen to meet new people and contribute to the local community in which she had lived all her life. Maxine worked with Janet to access support from voluntary, private and statutory agencies to help her situation:

• Enabling Spaces, an agency that helps people to learn/gain skills in maintaining a healthy home environment, supported her to clear and clean her home over seven months. They now visit weekly to support Janet to make sure everything is still ok.
• A care agency to support Janet with her personal hygiene, meal preparation and medication management
• The RSPCA attended to 15 of Janet’s cats and rehomed them. Janet wished to keep two female cats and agreed for them to be spayed for their welfare
• An appointee was set up to support Janet with her finances, help her pay her bills and agreed plan for how she wants to spend her remaining money
• Support with shopping on a weekly basis to ensure she has regular nutritious food in for the care staff to prepare
• A fortnightly companionship visit from AGE UK to reduce her social isolation Maxine also supported Janet to find a job as a volunteer in a local charity shop. She now goes every Tuesday. Janet has met new friends and her confidence has improved dramatically

Janet’s wellbeing has been enhanced. Janet is happy living in a clean environment with her beloved cats. She is receiving the support she requires to remain living in her home. Janet states that she loves her volunteer job and the charity shop staff love Janet.

“I am really happy working in the charity shop. I enjoy meeting new people and working with the other members of staff. The staff like me and I feel valued.”

What have we learnt?

• The importance of working with people at their own pace, listening to people, identifying what’s important to them, their resilience and resourcefulness
• When identifying older adults’ strengths and needs during assessments, we need to think creatively to empower people by looking beyond traditional services to meet social isolation needs such as day centres and support people with their desired outcomes such as working and volunteering
• Multidisciplinary working with private and voluntary partners is crucial in meeting people’s identified strengths and needs

Want to know more about how to support people who may be hoarding, see the Coventry Safeguarding Adults Best Practice Framework and Guidance.

Effective enablement, prevention and wellbeing

Mohammed’s story

Mohammed is a 20-year-old man who now lives with his mum and two younger brothers in a rented three-bedroom house. Mohammed came to the UK in 2018 from Syria. Mohammed has physically disabilities which includes scoliosis, a spine condition and has no movement or function in his lower limbs. Mohammed has good upper body strength which enables him to move from one place to another and will use a selfpropelling wheelchair to mobilise. Mohammed was originally referred into ‘Promoting Independence’ services when he was 18 in 2019, he could speak very little English and required an interpreter. He was at the time living in a first floor two bedroom flat with his family which was unsuitable. Mohammed’s mum was having to carry him up a flight of external stairs to the property. Mohammed’s mum was providing all care at this time and wished to continue with no formal support. The Occupational Therapist (OT) assessed Mohammed and due to the size of the property and space within it there was little that could be done to make the property more suitable to support the situation

What did we do?

The family needed to have more accessible accommodation so the OT got in touch with a Housing Association and discussed Mohammed’s needs for a priority move to another property, which would allow Mohammed safe access to the community and education facilities. Mohammed was also very keen to access education and wanted to study ESOL (English to speakers of other languages) and he said he hoped to become a lawyer. The OT contacted the Special Educational Needs (SEN) team regarding Mohammed’s wish to access education and an EHCP (Education, Health and Care Plan) was started.

Once a new property was identified the OT visited and requested provision of a stair lift so that he can move between the upstairs and downstairs of the property. A ramp at the front for access and converting the bathroom to level access showering facilities means that Mohammed can maintain his independence. More recently Mohammed’s mum was needing some support in her caring role and a care package of two calls a week to assist with personal care was arranged. This is the only support that Mohammed and his mum felt that they needed at this time to ease some of the pressure off his mum.

How did it go?

Mohammed’s mum said they feel comfortable and very happy in their new property and Mohammed is freer to do what he wants to do. His mum said;

“The only word I can say to you is thankyou you have the magic touch and thanked all those involved.”

Mohammed has been attending college studying ESOL, English, Maths GCSE and ICT and he no longer requires an interpreter as his English has improved greatly. Mohammed stated that;

“I am much happier in my new home and the care support is working well. I can be independent and can get myself around. I am very happy with college, the teachers are very good, I go there on the bus like everyone else and have made friends. I struggle on the telephone with English, but this is getting better. I am unsure what I will do after this course but there are lots of good courses at the college and I hope to have a job working in an area where I can help people.”

Rachel the OT involved said;

“It has been satisfying seeing all the different services joining up to support Mohammed, they are such a great family that have been through such a lot.”

Mature Partnerships Coventry Dementia Hub

During the past six months informal engagement with partner organisations, people living with dementia, their carers and networks has led to resounding support for the proposals for a ‘Coventry Dementia Hub’ to open. If plans go ahead this will be one of the very first within the country and the only one of its kind in the West Midlands region.

The proposed Dementia Hub offers an innovative approach providing a One Coventry service. Using an existing Council building (Maymorn day centre), Coventry City Council are in the process of developing a proposal for dementia hub that will bring together a range of health, social care and voluntary sector services in one place.

The hub will potentially include both a physical location and a single telephone number, simplifying access to support for people with dementia, their families and professionals including GPs. The physical base will be designed, furnished and managed in a dementia-friendly way to ensure those attending feel safe, comfortable and relaxed, reducing stress and anxiety often felt by those accessing support for dementia. The hub will include a social space café to enable people to build relationships with others living the same experiences and to facilitate peer support, helping people to help themselves. There will be a wide range of activities and information provided through the hub to enable people to extend their living well years through information. This will include; healthy lifestyles advice and support, physical and social activities leading to improved quality of life for those with dementia and their carers and families. Some traditional day service activity will continue from the hub, but this will be combined with outreach approaches to ensure options available are inclusive and personalised. It is proposed that the hub offers a source of information and support based on good practice elsewhere as well as specific community outreach events, public information via the café and information on accessing dementia assessments. It is hoped that the hub will be open in summer 2022. April Ross, Service Manager said;

“At the very heart of this model is the person living with dementia. Their personal experiences pre and post-diagnosis were integral to the design of the model and will hopefully improve the experiences for those with dementia and their  loved ones, now and in the future.”

Committed workforce

Our Internally Provided Services – adapting and innovating during COVID-19

During the past year staff within our internally provided services have been working differently to ensure continuity of care and support for the most vulnerable adults in the city.

Movement of staff

During the first national lockdown, some of the non-critical services were closed such as day services. During this time over 70 staff were moved to support critical 24/7 services at very short notice. These staff ended up being crucial members of the teams often in services they were not familiar with, working with a different group of people. At the same time many staff needed to self-isolate and it cannot be underestimated how these staff played an integral part in keeping services operational, most of whom had their own fears and anxieties around the unknowns of COVID-19.

Changes to the way we supported people

In responding to the pandemic, staff at Maurice Edelman House installed a COVID-19 safe ‘Visiting Pod’ during the lockdowns to enable families to visit their loved ones. This allowed families to meet in a safe, private space and ensured those vital relationships were maintained when visits into care homes were not possible. Across our day opportunities services for people with Learning Disabilities, we implemented a creative timetable of ‘virtual activities’. The staff teams worked very hard to develop these sessions and hosted them live on Microsoft Teams so that service users who could not return (due to social distancing restrictions at the time of the Annual Report) were able to be involved, see and interact with their friends and people they know. Sessions ranged from quizzes and music from around the world to relaxation and sensory activities. The staff team attracted funds to purchase laptops for service users and families who previously didn’t have access.

It was lovely to see how we supported people to stay connected and develop relationships with people they know whilst keeping safe. At any time, not just during the pandemic loneliness can be a big problem for people, with a lot of older people being affected and this can trigger depression and anxiety. Research has linked animal-assisted therapy to improvements in mood and the quality of life for older people, including those with dementia. A recent review of studies on robotic pets for people with dementia linked time spent with the robots to lower levels of depression and anxiety.

These pets respond to the person’s voice and touch and have a ‘lifelike’ coat. They also make sounds, cats can purr, dogs can bark and are able to move their heads, lift their front paws and open and close their eyes.

Eric Williams House purchased these robotic cats and dogs and the residents took great pleasure in unwrapping the boxes to see what was inside, their faces lit up and big smiles spread across their faces.

The pets have had a positive impact within the home and have provided the residents with hours of joy and comfort. Some of the residents will sit for hours nurturing the pets and talking to them, the pets bark/purr and move in response to touch so they are also providing sensory benefits as well as a sense of self-worth.

The pets have also given people a sense of purpose which is very important as it makes people feel like they have something to look after having a positive impact on mood and self-esteem.

Innovative

From Tablets to Tables – Using Digital Solutions

During the last year Adult Social Care has continued to develop and increase our use of digital solutions to help residents living in care settings to remain connected to family members and loved ones during the pandemic.

What’s been happening?

The Council provided a significant number of tablets and laptops to independent care homes in the city in November 2020 and some to our own internal provider services. The Council have also facilitated a number of workshops to review the use of the tablets and to understand the challenges providers may have experienced in using technology. This equipment is being used by staff to keep in touch with professionals for example in holding virtual reviews, virtual consultations with GPs and enable residents to see and speak to relatives. This includes using them for special occasions, for example to enjoy virtual birthday celebrations with family members as seen in the photograph below from Brandon House Care Home.

Another example of the service utilising new digital tools has been the purchase of two interactive projector activity tables. Staff at Eric Williams House Care Home strive to deliver the best care possible for the residents who have dementia. This has included looking at new ways to keep residents active and using the key skills in life for as long as possible. The OMi Activity Table is a portable projector system that enables this to happen in the most amazing way.

Firstly, it provides sensory stimulus, whilst being bright it also plays music and sounds in the background. One of the residents was able to recognise the call of a thrush in the background. This then led to him reminiscing about the times he had spent out in his garden. The table also allows residents to keep active and mobile as some of the games involve movement, so they can have a game for example of air hockey or beachball.

Angela Wilson, Activities & Lifestyles CoOrdinator at Eric Williams House said;

“For me the best games are those that encourage coordination, these games require the residents to think about what they have to do, where they need to place their hands or feet in order to continue with the game. The table is mobile and on wheels, it can be taken anywhere within the home. I can honestly say it is the best piece of equipment that we have purchased, and residents are really benefiting from it.”

The residents have taken to it like ducks to water, one resident said;

“It’s brilliant, I love it"

another

"Well, I’ve never seen anything like that before!”

Jon Reading Head of Commissioning and Provision said;

“Staff at Eric Williams House do a wonderful job in not just looking after people with dementia but also helping them to live well and enjoy new experiences as well as old favourite pastimes. This state of the art equipment helps residents (and staff!) to participate in an enjoyable activity whilst benefitting from stimulation and interaction.”

The team at Eric Williams House update Facebook on a regular basis so that the families can keep in regular contact and see how their loved ones are. Below are some quotes from resident family members in reaction to sharing pictures of the table in use on Facebook;

“I need an OMI table; they all look so well.”

“That looks amazing.”

“Fantastic fun.”

Another table is also available for use across other establishments and is currently being utilised by residents living in Housing with Care settings

What Next?

We are continuing to adopt new digital approaches and tools to support staff and people accessing our services. Some initiatives we will be focussing on during the next year are;

• the development of an Integrated Care Record enabling health and social care staff to view shared information
• the implementation of an animated online self-assessment tool, offering people who contact Adult Social Care an accessible guided process to learn more about their own needs and the help that is available
• a project focussing on increasing and improving our use of care technology such as sensors and reminders within the home
• adoption of a digital dictation tool to reduce administrative time for our practitioners, enabling them to spend more time working directly with people

High Performing

Care Provider Support, Improvement and Response to COVID-19

The Care Quality Commission (CQC) is the independent regulator of health and social care in England. The joint Health and Social Care Quality Team continue to work closely alongside CQC to ensure that we work collaboratively to make sure that health and social care services provide people with safe, effective and high-quality care.

March 2021 - CQC rating for the Coventry Care Market

• 3% (5) outstanding
• 76% (111) good
• 20% (29) requires improvement
• 1% (1) inadequate

During the last 12 months Coventry’s (Care Homes and Community based adult social care services) Care Quality Commission (CQC) ratings have not changed significantly as CQC paused visits during the pandemic and reconvened visits based on a risk-based approach from March 2021. Therefore, the ratings are very similar to 2020.

Care Home Improvement Programmes

We currently use a range of quality improvement campaigns, which are central to contract and quality assurance activities for the people of Coventry. The quality improvement campaigns look to ensure good care outcomes for commissioned services. Unfortunately, due to the COVID-19 pandemic all campaigns were put on hold and these will be recommenced as soon as possible.

Supporting Care Providers across the City

COVID-19 brought challenges to all, not least of all the health and social care providers across the country. All care providers had to manage challenges most had never experienced before. Care providers across the city demonstrated amazing resilience and commitment to the people they support during the pandemic. Staff had to make significant changes within their day-to-day practices at work as well as in their personal life. The Joint Coventry City Council and Coventry and Warwickshire Clinical Commissioning Group (CRCCG) Quality Assurance Team, adapted their working practices in line with government guidance and provided an extensive range of support to providers across the city in response to changing government guidance on how to manage COVID-19, from Personal Protective Equipment (PPE), selfisolation and care home admissions

What did we do?

• Kept in regular contact with all providers to offer support and ensure they were aware of changes to national and local guidance and how to apply this to their practice. This contact was as frequent as required and included visits to providers as appropriate. The City Council Public Health team supported all providers and chaired an Incident Management Review meeting for each outbreak
• Held information events for providers during the pandemic for example on Infection prevention control and outbreak management
• Produced a weekly bulletin with information as a reference point for all providers and this continues a monthly basis
• Implemented a PPE request service for free PPE due to the difficulties some providers were having purchasing stock as there was an unprecedented demand before the national portal commenced in September 2020
• The CRCCG medicines team for care homes implemented a medicines support telephone line, staffed by experienced pharmacy technicians who could access records and support with queries
• Supported providers to respond to and to record capacity information on a new single national system, the National Capacity Tracker. This provides real time data on bed capacity, staffing, PPE supplies and COVID status of homes
• Myton Hospice introduced a 24-hour helpline for all care providers with access to a medical support Finally, in December 2020 the rollout of the COVID-19 vaccination amongst frontline workers in Coventry commenced, the team supported our NHS colleagues ensuring maximum uptake of vaccination and access across staff groups. This was a fast-paced program and we were and continue to be in constant contact with providers ensuring they are aware of availability and access to vaccines.

Care Providers and their responses to COVID-19

Care providers across the city needed to respond to the COVID-19 pandemic with a focus on keeping their clients and staff safe whilst continuing to provide support for people and help them maintain contact with friends and family. Weavers Care Home in Coventry upgraded their network supply to help the home deal with increased IT usage needed to keep residents connected and confirmed equipment was in place to ensure a COVID safe environment for visitors and staff.

The home also worked hard to keep up the spirits of residents with events including a live stream from the Belgrade Theatre for the Christmas panto on a big screen, cinema afternoons, quizzes and celebrations.

All of this was very well received by those living in the home; Jean said;

“staff have kept us busy we have had Skype calls on iPads and they have been a lifeline as my family live out of area and it means I can still see their faces.”

Dora said;

“now we have pod in the garden I can see some family members, not touching is hard but having contact is important to me and the home have made this possible and safe."

Brandon House Care Home also went to great lengths to keep in touch with staff with more frequent staff meetings via Zoom to keep all the staff updated. They encouraged staff to bring their furry friends into work which benefited both residents and staff alike and established a staff Whatsapp group to be able to send messages of support to everyone to keep them going or to ask for support and help when they needed it. Staff were encouraged to learn the facts about COVID-19 via a COVID notice board.

The home also set up a POD for visiting, which was funded by the Adult Social Care Infection Control Fund. They also made all the residents a framed picture of what they have been doing during lockdown