hospitality and business community Leuchie House specialises in - - PowerPoint PPT Presentation

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

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%

Breakdown by conditions 2015

Other* Muscular duchennes, brain tumour, spina bifida and Friedreich’s ataxia amongst others

Assessment

 293 wheelchair

assessments

 100 wheelchair

referrals

 128 in-house

alterations

 44 GP referrals  37 nursing referrals  12 social work referrals  59 other (specialist nurses, hospital,

counselling, OT, dietician etc)

674 anticipatory & preventative interventions in 2015:

PHYSIOTHERAPY

“Just hold out your hand and a member of staff is there to help.”

and treatments

ACTIVITIES

“It’s the only place where I feel like a guest rather than a patient.”

and outings

FOOD

“I’d come here for the food alone. There’s always something I love.”

and dining

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

• f every guest held at the centre of all

activity and engagement.

Working with the hospitality and business community

• Starting point:
• ur 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

THE RECRUITMENT PROCESS Step One CREATING A CULTURE OF TEAM WORK Step Three INNOVATING & IMPROVING Step Five SETTING THE STANDARD MEASURING DELIVERY Step Four MAINTAIN STANDARDS IRRESPECTIVELY Step Six Step Two

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

• ur 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
• f Leuchie’s service
• Five star philosophy embedded
• Now nationally recognised for

excellence in customer service

• Prestige of link with famous hotel
• pens 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