The magazine for In Touch customers

Issue 14 | Summer 2011

news

Bike off! Jordan House Bicycle Project pages 6 and 7

Big news for In Touch page 3 Read about Celias milestone birthda page 4
Email: talktous@intouchsupport.co.uk In touch Support Website: www.intouchsupport.co.uk

welcome
news

In Touch is produced by: The Hyde Group Corporate Communications Department Editorial contributions can be sent to: Alex Marshall, In Touch 113-119 Davigdor Road, Hove East Sussex bN3 1RE Phone: 01273 766 002 Email: alex.marshall@intouchsupport.co.uk Editorial Group: Volunteers Michael Heydon Allan Winstanley David barratt Les browning Simon Wyatt Gary Cheesman Matthew Pickard Sharine Goring David Reading Graham Neagle Contributors: Alex Marshall bindy Vinall Allan Winstanley Maxine Vaughan Graham Neagle Sarah Lewis

Welcome to the latest edition of the In Touch News

Hello, my name is Ann-Maree Purnell and Im the In Touch Quality Co-ordinator.
My job is mostly about monitoring the quality of support services throughout In Touch and checking that you are getting the best possible service that we can offer. I do this in a range of ways by going out and visiting services, talking to staff and managers as well as holding Listening Lunches with customers to get their feedback on the service they receive. From these visits we are able to see where we can make your services even better but also celebrate the good work that staff are already doing. You can read more about these lunches by having a look at the article on page 8. There also lots more news from around In Touch such as the great bike scheme in Southampton and the gardening club at The Old Dairy in Tunbridge Wells. So read on and enjoy this edition. And remember, if you want to contribute anything to future edition of the magazine, just contact us using the details provided.

Staff Daz Rhodd bernie Forshaw Ivan Kirby Alex Marshall

Ann-Maree
Anne-Maree Purnell Norman Gazzard David Simpson Melanie Picknell Chris barker

The Editorial Pa

nel

Design: www.design-matters.co.uk This magazine is printed on environmentally friendly paper. Elemental chlorine free - fully recyclable and biodegradable. Produced at a mill that holds ISO 14001 certification and contains fibre from managed forests meeting FSC criteria.

Ann-Maree Purnell

If you would like a copy of this magazine in large print, braille, audio CD, or if you would like a translation, please call 01273 766 002
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2 Email: talktous@intouchsupport.co.uk

In touch Support Website: www.intouchsupport.co.uk

news

A new home for In Touch with Family Mosaic

By Alison Carver, Managing Director, In Touch

To strengthen the vital support provided to our 4,200 customers, In Touch will leave The Hyde Group on 1 August 2011 to become part of Family Mosaic.
the past five years. It is sad to be The change of ownership is a great going, but we are excited about an outcome for both organisations, even brighter future with Family as well as for our customers. by Mosaic. joining forces with Family Mosaic we are creating a business better It is an exciting time for us all and able to succeed in what has I know you will support us in our become a very competitive market transfer to another excellent care and continue to provide you with and support provider. the services you want. brendan Sarsfield is The move also fits the CEO of Family into Family Mosaics Mosaic and we plan to grow their hope some of you already established will get to meet him expertise in care and over the coming support services. months. He says: The expanded service will support Supported Housing more than 8,000 Brendan Sarsfield, is very important people in London Family Mosaic CEO to Family Mosaic. and across the We are proud of the South and East of important services England. we provide. In Touch also has an excellent reputation and we have This change of ownership doesnt seen the quality of its services affect the services you currently first hand. Together we expect to receive. You will still have the same improve services and grow even worker, who will continue to work more, and continue to provide you with you in the same way. with an excellent service. I look forward to meeting you soon . Our staff will stay with In Touch as it moves across to Family Mosaic, If you have any questions about along with our existing services. the transfer to Family Mosaic then please contact Julie Myers, Head of We have developed into a fantastic Operations, on 01273 234247 organisation with the support of or email julie.myers@ Hyde and wouldnt be where we intouchsupport.co.uk are without their investment over

Family Mosaic
Family Mosaic provides good quality, affordable homes and housing services to over 45,000 people in communities across London and the East and South of England. A large part of its work is care and support delivered to a range of client groups, through Supported Housing, Registered Care, Nursing Homes, and through visiting and floating support services for people living in any accommodation. 1,000 employees deliver care and support which ranges from an hour a week to 24-hour to meet low and high level needs.

Email: talktous@intouchsupport.co.uk

In touch Support Website: www.intouchsupport.co.uk 3

your stories Hardwick Court

Celias Century
Celia is a resident of Britannia Court Gardens in Bosham and this year shes celebrating a milestone. In December she will be turning 100!
Celia was born in Long Eaton near Nottingham in 1911 and was one of eight sisters. Her father was a lace maker who worked for Nottingham lace and her mother, who had been brought up on a farm, would go back and help her family even after she was married; some of Celias earliest recollections is helping her mother to deliver the milk. Celias first job was working for Marks and Spencer in Nottingham where she worked on the counters. She gave five shillings to her mother for board each week, leaving her with a crown to spend. Celia was one of their best workers but when she asked for a pay rise they couldnt afford her, especially as they could get cheaper labour from the local girls, so she decided to leave. Her next job was in a sweet and tobacco establishment. There followed a succession of jobs but one of her favourites was working for Kings College hospital as a nursing auxiliary where she had fourteen staff under her supervision. Celia met her husband when she was 18 years old and they married and had two daughters. Throughout her life, one of Celias passions has been dancing and singing. From the age of 16, Celia has always danced and attend dances accompanied by the sounds of the big band such as Sydney Thompson and his orchestra. Ironically it was Ronnie who had to learn the steps from Celia to this old time piece! In addition to her dancing, Celia has done a great deal of work for the blind. Her charity work has even received Royal recognition as Celia was invited to attend a garden party in Chatsworth House with Princess Diana.

Celias interest in music and dance was to see her appear on the Cilla Black show when she was 78 years old.

Celia wanted to find a particular dance called the yearning saunter so she wrote to Cilla asking for help. Cilla returned her letter and expressed an interest in meeting her. Celia was then asked to appear on the show with her young partner Ronnie burns, a six time Latin dance winner.

Even though Celia is nearly 100 she continues to delight all the residents in britannia Court with her vigor, enthusiasm and wonderful sense of humour.

Celia!

Birthday

Happy

4 Email: talktous@intouchsupport.co.uk

In touch Support Website: www.intouchsupport.co.uk

around In Touch

The Old Dairy Garden Club

By Allan James Winstanley Resident, The Old Dairy. We have a gardening club here at The Old Dairy. At every customer meeting the tenants all pay 4.00 each. Over the winter when we cant do much in the garden these funds add up to a considerable amount. During the spring at the customer meeting we all decide what we are going to buy for the garden. This year it was decided to buy various bedding plants, plant pots and compost. We also decided to buy a badminton set.

We all met at Homebase and then we selected various plants, plant pots and soil. We chose Homebase because it is convenient to get to by bus. On return we all helped to pot the plants.

The building looks more attractive now we have the plants around it.
Every day the tenants take it in turns to water the plants. There is also a garden gnome in the garden as well as a stone dog. Also there is a net for basketball and netball and now we also have a badminton set.

A barbecue and table and chairs are also available. Moat provides gardeners for mowing and strimming.

Customers Keep Safe

Recently some of our customers from In Touch attended a safety talk run by Police Community Support Officer Fiona Norman from The Southwark safety Team.
The aim of the talk was to highlight some of the concerns individuals may have living in their community and also to pick up useful tips on staying safe in the community and within their homes. PC Norman asked our customers what things they thought were important when staying safe. Some people said that it is better to stay in lit areas and try not to walk alone at night; others mentioned not having any personal belongings such as phones or jewellery on show, another important tip someone had said was to get money out inside the bank rather than at a cash point in the street and to be aware of people following you. PC Norman mentioned that everyone should be aware of their surroundings and anyone following them, if they feel in anyway threatened then they should call for help. And another important tip for everyone is if someone demands things from you , it is always better to hand the things over rather than be confronted with a more serious situation happening. Everyone can also use their voice to shout for help too. If someone calls at your house it is advisable to always ask who it is before opening the door and ask for ID, if you are not sure who it is it is always best not to answer the door at all . Everyone said that this is something that they do anyway and a few people said that if they were worried or frightened then they would call the Police. A lot of people said they had intercoms and this made them feel safer. PC Norman handed out safety leaflets and personal alarms to everyone and finally advised people that they shouldnt stop what they do day by day but should be aware of things that are going on around them and for everyone to feel safe within their community.

Email: talktous@intouchsupport.co.uk

In touch Support Website: www.intouchsupport.co.uk 5

bike off!

Bike off!
Jordan House Bicycle Project
BIKE OFF is our motto.
In Touch Support service users have welcomed the launch of the bike project which is being co-ordinated by Myles Lewis. The Jordan House Manager Gerry Aitken and Myles Lewis have taken it upon themselves to start a bike project which will see clients recycling old bicycles to use again. The use of bicycles is a common sight in this service. Two staff members, Jenaire and Maxine, enjoy cycling to work on a regular basis and a lot of clients own bikes. The start of this new initiative will see the In Touch Intensive support service staff and service users working in partnership with other homeless providers and health agencies across the city of Southampton. Sustrans, Salvation Army booth centre and H20 project are getting involved with providing some donations of old bike parts.

On his first day Shaun Tudgay, an Intensive Support service user said; Its a great idea! after he assembled a bike for himself.
Shaun says, The bike project has been very helpful to me because it has kept me out of trouble. I enjoy working in the project and I make sure that I am on time so that I can do as much work as possible. Although we do not have enough tools we are doing well. I hope that I will gain experience and I am looking forward to getting a new place where I can repair more bikes and earn a living. When staff told me about the bike project I responded straight away . Shaun was asked about who should be allowed to work in the bike project, Shaun said I would like to see reliable people taking part in this project as I would feel awful if any of my hard work was undone. Shaun Tudgay

6 Email: talktous@intouchsupport.co.uk

In touch Support Website: www.intouchsupport.co.uk

bike off!

Robin Thickett, another resident, expressed his feelings when he finished fixing his bike which has been giving him a hard time; Fixing bikes will definitely keep me from trouble. I will concentrate on fixing bikes instead of indulging in antisocial behaviour or abusing my body , he said. Robin said that Jenaire Nkomo, his key worker told him about the project which is run twice a week on Tuesday and Thursday. He thanked staff for promoting such a programme in the service. Robin Thickett

David McGailey, an ex-resident, could not resist participating in such an interesting venture where old bicycles are recycled into use again.
I was told by friends who live in Jordan House that the bike project was still going strong after I participated in some bike maintenance training while I was still a Jordan House resident said David after putting together a late nineties style bike. I have fixed bicycles for a couple of years and I would like to encourage other people to get involved he , said as he cycled off leaving Ndaba, a project worker who also supports clients at the project. It is a lot of fun engaging with service users in this project because I have seen hidden skills. I enjoy seeing them achieve their goals especially when they have completed their task says Ndaba. The bike project was originally set up in January 2011; it got off to

a slow start while interest was built up but now the scheme is booming and the project is really successful. In Touch have contributed a 500 resident community grant which funded start up tools and small parts such as puncture repair kits, however the project is now in need of more funding for consumables and tools. Maxine Vaughan is on the look out for any source of funding and donations available, she said, If you know of anything that could help us keep this inspirational project going please contact us! It has been great to see so many of our service users feel inspired and motivated not only to learn a new skill but a skill that leads to them keeping healthy by cycling!

David McGailey (left)

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The bike project at Jordan house, Southampton, will be holding an official launch in August for this wonderful project in the form of an open day which will see us working in partnership with other healthy living agencies to promote recycling, healthy living and exercisethe three aims behind bIKE OFF! And of course the project will be open and ready for all to visit and bring your bikes along to be repaired.

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Email: talktous@intouchsupport.co.uk

In touch Support Website: www.intouchsupport.co.uk 7

around In Touch

Customer involvement, and the policy review

Hi Im Melanie; I have been a In Touch customer for just over a year. back in December 2010 I was asked if I would like to be part of In Touchs customer involvement scheme. I had nothing to loose by checking it out; well, they were offering a free lunch! I met with other customers and residents of In Touch from across the South East. I still wasnt sure but Ill try anything once. I was asked to get involved with the rewriting of their Policy booklet. At first I thought, here we go, theyll hand me something that has already been approved by the company and is ready for the printers. I was so wrong. I was invited to London to meet with members of staff along with three other customers. We sat round the table and re-designed the whole booklet. We were asked how we thought it should look and what it should say, which for me was great because I dont understand all those long words, and being dyslexic the simpler the better. We looked at everything. The meeting was in April 2011 and I thought that was the end of it. However since then I have been sent updated copies of the booklet so that I can look at, comment on, and even make changes to them. I cant wait to see the finished booklet. When I was asked to get involved I was sceptical, as most companies say they want your help and then ignore your suggestions.

In Touch really do want your help to get involved and help them improve their services.
I have now been asked to get more involved and I have said yes. My next mission is complaints, so look out guys here I come.

Listening lunches
Listening Lunches - what are those all about?
By Ann-Maree Purnell, In Touch Quality Co-ordinator During May, I held two Listening Lunches with customers from the Older Persons Service and the residents at Jordan House in Southampton. The aim of the lunch was to talk with customers of In Touch about the services that they receive and to look at the things we do well and the things we can improve on. I recorded the feedback from the customers on the flip chart then typed it up when I got back to the office and emailed the feedback to the managers of the services. Once the managers read the feedback a meeting was arranged so that we could look at what their service does well and how else we can make improvements based upon the customers feedback from the lunches.

I set up a flip chart and during lunch we talked about several topics which included direct questions about the customers likes and dislikes about the service to the range of customer involvement activities they have taken part in. We also spoke about fair treatment, So you see, not only do you get a free lunch from In examples of when staff have listened or not listened, as Touch but your honest feedback helps us to rethink what well as what else a service might provide customers with. we can improve on.

8 Email: talktous@intouchsupport.co.uk

In touch Support Website: www.intouchsupport.co.uk

around In Touch

Britannia Court Gardens celebrates The Royal Wedding

Organising trips out with friends

My name is Graham Neagle Sunhill and also involved Albion and I live at Sunhill Court in Road tenants. We are also going to the Assembly Hall to see Pembury Tunbridge Wells.
I live in my own flat where I live independently with some support around my budget. I enjoy going to Church and seeing my friends at the weekend. I also try and get myself involved with the district partnership meeting where my voice is heard. by me going to these places I feel I have become more confident in speaking up for myself. This is why when I heard about this group I wanted to join so I could share my experiences with everyone. Since our support has changed to In Touch and the type of support is different to before. I have been encouraged more by my key worker to start to organize outings out with my friends. I go to Church and enjoy going out with them to London. I have also just been to Chilton canals which was a long day but I really enjoyed myself watching the locks being opened and the boats rising. I have started to organize lunches out for my friends that live in

Jungle book and Dreamboats and Petticoats. This is something one of my friends Sarah had arranged as we have been out several times to eat. I will also be looking on the computer for activities in and around Tunbridge Wells for the summer as some of the National Trust gardens are lovely and very close to Pembury. I will be doing my invitations on the computer as my key worker has been showing me how to use it. We went onto the computer and used the picture bank that was there. It has since been removed hopefully to have more pictures added to it. My key worker luckily had saved them to my file on his computer so I can use them when I need to.

Britannia Court Gardens held its own celebration to toast the newly wedded Royal Couple.
Prior to the wedding the residents and staff had put up bunting and flags to add some colour to the occasion. The television was put on at 10.30 am to catch the wedding guests entering the Abbey. Those that attended were treated to the wonderful Wedding service on our wide screen TV followed by a delicious lunch prepared by some of our residents. The lunch was then interrupted shortly by the happy couple appearing on the balcony. Kirsten Kryger, one of the residents, thought the wedding was wonderful. Joy Liddell added that she thoroughly enjoyed our little party.

Graham Neagle

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Email: talktous@intouchsupport.co.uk

In touch Support Website: www.intouchsupport.co.uk 9

action on abuse

Action on
Over the last few months we have been working with the charity Action on Elder Abuse to review the way we work when dealing with abuse.
This has included writing a new policy and designing a new training course for staff.

In Touch Customer, Paul said; It was difficult to talk about abuse but I have good friends in my life and making the film helped me to talk about how I feel .
Lynn Lyon, Hampshire Service Manager said; We did not know what to expect when Ryan came to help us make a film using animation but everyone really enjoyed the experience and appreciated the opportunity to talk about how abuse had affected them during their lives. We all hope that many of our clients and tenants will watch the film and then feel able to talk to their support worker and get help if this is an issue that affects them. No one should have to suffer abuse of any kind in silence. The finished film can be seen by going to the in Touch YouTube channel: www.youtube.com/user/ hydeintouch

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We wanted to involve all of you in this process with the aim of preventing abuse from happening and raising awareness of some of the issues. To do this we launched a programme of events called Adults at Risk Week. Lots of you gathered together and took part in activities such as awareness raising, quizzes and talks from local Community Police Officers. Some of our customers in Hampshire worked with a film maker to produce a short animated film based on their experiences of suffering abuse.

10 Email: talktous@intouchsupport.co.uk

In touch Support Website: www.intouchsupport.co.uk

action on abuse

Abuse!
Over in Essex Gloria Osborne, Support Team Manager, has been working with the be Safer Group. Together, they are working on concerns of local people with learning difficulties. A survey showed that school children bully and harass people with disabilities, just because they are different. Gloria will be working with a local learning disability drama group in braintree as part of an educational programme for local school children called I Was Only Joking. Adults with learning disabilities and In Touch staff will be going into schools to help children understand how it feels when people with disabilities are bullied even if they are only joking. Gloria said; Its an exciting time for us in Essex, being involved in the design and delivery of a program to schools which I hope will have an impact in how they relate people with disabilities in the community. I would like to think that this project can be delivered for years to come.

Exit surveys for last year..... were listening but we need your help!
By Sarah Lewis, In Touch Project Manager

A consistent theme with the feedback we had from exit surveys is that paperwork is an issue for many people.
Many of you commented that our help with letters, forms and bills helped to ease worry and stress. However, some of you felt that the least useful part of our service was the In Touch paperwork itself! Youve told us that there was too much paperwork, too many forms to fill in and that the Support Plan or PDP was not always helpful. We want to change that and we can only do it with your help! Assessments and Support Plans are important for our work and we have to document the work we do to satisfy our funders that we are providing a good service. but we want our forms and paperwork to be easy to use so were looking for volunteers to help us review and improve our assessments and support plans.

Adults at risk competition

3. If you receive any mail that asks you for money, throw it way or show it to someone you can trust As part of our Adults at 4. Walk away from Risk Week we asked you aggressive people to come up with five tips 5. Dont make assumptions for keeping safe. We anyone can be an abuser received entries from: 6. Make sure staff give you information on what Sunhill Court in Kent abuse means Chelmsford Floating 7. Talk to someone if you Supporting Essex are worried about abuse, The Old Dairy in Kent no matter how small beaver Court in Kent your worries might be The Disability Service in 8. Ask staff to keep you Southampton updated if you have The winning entry came reported abuse from the Disability 9. Keep your money and Service in Southampton. belongings safe at home Here is our top ten of and when youre out your tips: and about 1. Check for identification 10. Seek advice and support when people visit you from someone you trust 2. Dont sign any papers sometimes we all that you dont understand need help

Wed love to hear your ideas about what assessments and support plans should be like.
What do you think works well and what doesnt work well? Whats it like to complete an assessment and a support plan with a Support Worker? How should it be done? There are opportunities to be involved in designing and trying out support plans so please let us know if you are interested and would like to help. Contact us: Email: talktous@intouchsupport.co.uk Text: Support then your message to 81025 Telephone: Your local In Touch worker.

Email: talktous@intouchsupport.co.uk

In touch Support Website: www.intouchsupport.co.uk 11

and finally

David Manley at the V&A

You will hopefully remember an article in our last issue about David Manley, the In Touch customer from London who successfully completed his Fine Art degree at the University of London.
Well, Davids career is going from strength to strength. He has recently had a piece of work accepted for show at the Victoria & Albert Museum in London! The V&A recently held a competition for people studying art, craft or design on a part time basis and Davids work, entitled Time in Texture of Moods was selected for the Inspired by display held until 3rd July this year. Many congratulations to David and heres hoping hell soon have his own solo exhibition.

Time in Texture of Moods by David Manley

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12 Email: talktous@intouchsupport.co.uk

In touch Support Website: www.intouchsupport.co.uk