Harnessing the support of the hospitality and business community
Leuchie House specialises in short respite breaks for people with long term conditions, with 24 hour expert care and a true holiday experience
A true model of health and social care integration • We believe that everyone, irrespective of their condition, should be entitled to a break in a quality environment that meets both their social and emotional needs as well as their care needs. • We believe that carers should be entitled to have a respite break safe in the knowledge that their loved one is receiving the best possible care and attention in their absence.
Where our guests came from in 2015 Scotland: 26 of 32 local authorities England: 14 local authorities International: Marketing with Visit Scotland
Breakdown by conditions 2015 6,100 respite days provided in 2015 Multiple sclerosis 55% Other * 25% Stroke 8% Parkinson's 5% Cerebral palsy 3% Huntington's 2% Learning difficulties 2% MND 1% Other* Muscular duchennes, brain tumour, spina bifida and Friedreich’s ataxia amongst others
Assessment 674 anticipatory & preventative interventions in 2015: 293 wheelchair 44 GP referrals assessments 37 nursing referrals 100 wheelchair referrals 12 social work referrals 128 in-house 59 other (specialist nurses, hospital, alterations counselling, OT, dietician etc)
PHYSIOTHERAPY and treatments “Just hold out your hand and a member of staff is there to help.”
ACTIVITIES and outings “It’s the only place where I feel like a guest rather than a patient.”
FOOD and dining “I’d come here for the food alone. There’s always something I love.”
Leuchie’s five star vision • Shift from ‘care -home-with- activities’ to a leading respite and short break centre . • All Leuchie staff and volunteers will deliver a high quality customer service, in a professional manner, with the wellbeing of every guest held at the centre of all activity and engagement.
Working with the hospitality and business community • Starting point: our aim to offer a country house hotel ambiance • Led to: approaches to and furniture & soft furnishings from Stobo Castle and The Waldorf Astoria Edinburgh
Partnership with The Balmoral Hotel • Started with a chat at a networking meeting • Led to donations of furniture and soft furnishings • ‘Charity of the Year’ April 2014-March 2016
The People Factor in Service Excellence & the Leuchie Bond Andrew Jeffrey Quality & Development Manager
OUR SIX STEPS The secret to our success
OUR SIX STEPS Step One Step Three Step Five THE RECRUITMENT CREATING A CULTURE OF INNOVATING & PROCESS TEAM WORK IMPROVING Step Four Step Six Step Two SETTING THE STANDARD MEASURING DELIVERY MAINTAIN STANDARDS IRRESPECTIVELY
THE BALMORAL LEUCHIE HOUSE PARTNERSHIP
WHY LEUCHIE? • We were looking to support a Scottish charity which aligned with the core values of The Balmoral • We identified with the services and care provided by Leuchie, 24 hours a day • We wanted to donate our time as well as our resources and make an impact with our CSR efforts.
HOW DID WE HELP? Giving our time • Sharing our expertise and delivering bespoke training programmes for Leuchie • Support with recruitment and five-star service • Supporting the Leuchie management team with business positioning, sales and marketing, • Providing staff for Leuchie events like the Ascot Gold Cup
HOW DID WE HELP? • Supporting Leuchie’s maintenance through our engineering team • Furniture donations • Raising money through charitable sporting events • Donating raffle or auction prizes and goody bag items for Leuchie’s fundraising events • Hosting a special afternoon tea in our Princes Suite for Leuchie’s residents
HOW DID LEUCHIE HELP US? • A new type of CSR partnership – making a difference beyond a financial contribution • Mairi O’Keefe was invested in the partnership and attended staff meetings to talk about Leuchie and feed back on the support we were providing • An opportunity for our management team to take time out to visit Leuchie and see, first-hand, how their skills could benefit others
How Leuchie benefitted • Helped establish the building blocks of Leuchie’s service • Five star philosophy embedded • Now nationally recognised for excellence in customer service • Prestige of link with famous hotel opens other doors
Takeaways Leuchie House: • Don’t be afraid to ask! • Skills from very different organisations are transferable • Have a vision and work towards it The Balmoral Hotel: • Think outside the box for partnerships and benefits • Consider the advantages to your own teams as well as your organisation
Recommend
More recommend
