Optalis Star Awards The finalists 2019
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Optalis Star Awards
The finalists
2019
Introduction Foreword Our Core
Being part of Optalis is a huge privilege as it provides us all with the opportunity to make a positive
impact on those we support, our teams, and the communities we serve.
Each year, the Optalis Star Awards offer us all a great opportunity
to celebrate our staff and to be part of what is always a hugely
Values
This year we have made great strides forward in delivering Optalis 2020, whether that be our enjoyable afternoon.
successful quality transformation, increased customer satisfaction levels, a true values based This annual event is one that I’m proud to be part of as the people
culture or financial sustainability. These excellent results have been achieved because of you and we recognise each provide inspiration to many others. Customer
the extraordinary commitment you make to provide exceptional care to our customers. We know that the winners and short-listed candidates who are Service
Your dedication and commitment never ceases to impress me and I am grateful for this formal celebrated here are by no means the only ones that have made a
opportunity to recognise you all for what you do, celebrate your achievements and to thank you difference to our customers.
through this annual awards ceremony. This year has been one of outstanding achievements in our Respect
Our short-listed candidates and winners this afternoon have all demonstrated outstanding qualities organisation. From fantastic CQC results to customer led
and exemplified our core values. I take great personal pride in being part of this celebration and conferences and community support activities our ethos of co-
having the opportunity to be alongside those of you who have shown what the very best of Optalis production with staff and clients is reaping great rewards. Transparency
looks like. These awards allow us to take a moment to celebrate the and Integrity
Congratulations and my personal thanks to all of you. enormous amount of excellent work that goes on at all levels, so
congratulations to all the winners today and to every individual
Martin Farrow, Chief Executive Officer
and team here this afternoon. Communication
David Cook, Chair
Continuous
Development
Enjoyable and
Rewarding
1 2
Communication Award
Tina Fleming Claire Jacobs This award is given
Neisha Hall to a colleague who
Beeches Manor Boyn Grove Dementia Day The Birches
A customer complimented Tina saying she Claire has been in post for the last six months and through her has consistently
listened to her concerns regarding outside
Service dedication and flexibility is not only building a great service for ensured two-way
Neisha has a positive attitude and a sunny our growing customer group, but also developing a responsive
help, as she was worried that information was
personality with a smile and a word of and caring staff team and culture by leading with her own positive communication
being shared with other people. Tina was very
caring and compassionate, reassuring the
encouragement for everyone which makes example. Claire is a caring and compassionate person; she is with our customers
a big difference to our customers. She is a a hard worker and always tries to create a positive ambiance.
customer that she didn’t need to worry and
very good communicator with both verbal and
and staff, providing
Claire promotes confidence and independence for both her team
Optalis would help sort out the problem. The
written skills, she has good IT knowledge and and all the people living at The Birches. Most recently Claire has clear, accurate
customer appeared to relax and de-stress and
admitted she felt better after speaking with
has created numerous documents, policies promoted and supported end of life care for a customer and his information and
and flow charts that have improved things family who were originally resistant to any external input, which
Tina and had spoken to the agency about the
for Day Services. Neisha fulfils her role as a
much more than
outside carer and felt more positive about the has had a lasting positive impact for the family, and is one example
senior personal organiser really well and then of the many instances where Claire goes the extra mile. this – the ability to
future support. Tina put into practice the core
value of communication as she listened in a
goes the extra mile, always willing and very work in challenging
able. Neisha thinks for herself and is a great
respectful manner to the customer’s concerns
ideas person. I know that when I am absent
situations,
and reassured her.
things will run like clockwork and I can trust exhibiting
her completely to ‘run the ship’ brilliantly. empathy,
respect and a
Amy Martin sense of humour!
Supported Employment Claire Brady
Service Brokerage and Professional
Amy Martin has consistently high standards
in communicating with some of SES’ most Support
specialist clients. Not only does Amy hold BSL Claire is nominated for her work helping
Level 3, she is adaptable at communicating to lead the team’s involvement in working
with clients who have ASD, MH and low collaboratively with health colleagues
levels of communication. Amy has proven within Wokingham Integrated Community
herself to be able to promote the values and Partnerships. This has involved attending
image of Optalis to groups beyond our client multidisciplinary meetings with health
base. She is professional and approachable, colleagues looking at working across agencies
meaning that she has been able to secure to improve the health and well-being of
great outcomes for clients by working closely customers. Claire has approached this
with employers. Amy is able to explain the work with enthusiasm and commitment and
service, promote what we do and advocate for through her excellent communication skills
individuals, meaning that through employment has developed good working relationships
she has literally changed lives. with health colleagues. Not only this, she has
actively encouraged more representation
across the Adult Social Care Teams within
WBC to participate, so that more social care
customers are discussed and benefit from this
joint approach. Claire has also undertaken
joint welfare visits with district nurses to
customers where an immediate concern was
identified at the meeting.
3 4
Respect Award
Rachel White Barbara Ntow-Boahene Elameyi Coral Brown This award is for
Brokerage and Professional Brokerage and Professional The Birches the colleague
Support Support Coral is nominated as she is a caring and compassionate or colleagues
person who is a hard worker and always tries to create a
Rachel is nominated due to her Part of Barbara’s role as a social worker is to
positive ambience. Coral is very flexible and she supports the
who have shown
professionalism and integrity when working undertake assessments/re-assessments with
team and customers to develop confidence and independence. compassion
with complex and enduring clients. She is an individuals who require support and services
inspiring practitioner who quietly goes about from WBC/Optalis. Barbara was working with She promotes customers’ independence at every occasion, as and the ability to
her business, but when you look closer or one particular case that required her to act well as teaching other care staff/agency staff how to promote understand a
have an opportunity to work with her and her quickly to enable a customer to spend their independence for customers. For instance, care staff supporting
our customer Mrs Smith would be asked by Mrs Smith to hand person’s needs
clients, you find an unwavering level of respect last few weeks/days with dignity. Barbara
for her clients and upholding their values and displayed compassion, respect and effective her drink which is within Mrs Smith’s reach. Coral in this situation beyond words,
decisions. Rachel is patient, sensitive and communication, not only with the customer supported Mrs Smith to reach her drink rather than handing it to maintain their
her. As a result Mrs Smith is becoming more aware of her abilities.
professional, placing her client’s integrity at the and their family, but also to the carers who dignity at all times
centre of decision-making. were supporting him. Barbara demonstrated
both drive and passion to meet the customer’s and treat them
wishes which were to be fully cared for within a Karyn Fowle with the greatest of
Olivia Macleay
warm, caring and safe environment. Wokingham Learning Disability Day Service sensitivity.
Physical Disabilities and Older Karyn has great management insight in being able to pinpoint
People’s Team the talent within the team and knowing how to develop it. Karyn
Olivia demonstrated her customer care Jonathan Povey supports staff at every level, most recently learning the role of
throughout a particularly complex case and Boyn Grove Learning Disability business support to enable her to cover in their absence and
worked in partnership with the individual. She induct new staff members into their new roles. She inspires the
ensured a very able, but vulnerable person Day Service workforce by her upbeat personality and a genuine interest in
reached their full potential and supported them Jonathan joined the team relatively recently. their well-being thus creating job satisfaction, raising motivation
to establish a new life following the loss of their He came with lots of experience working with and morale. Karyn’s support to staff reduces absenteeism and
parent. Olivia was creative in her approach, vulnerable people, but no prior experience employee turnover therefore decreasing recruitment and training
utilising community resources and recognized of learning disability. Despite this, he has costs. Karyn’s support and dedication to the staff team enables
that a commissioned service is not the only comfortably fallen into the role. Jonathan is our customers to be supported by confident, knowledgeable staff,
way of providing support. After a review of very creative and his talent and ideas have backed by support staff who are equally as skilled in their areas of
the case it was identified that the individual had a positive impact on the activities provided expertise, ensuring the highest quality of care for our customers.
had no more need of support from Adult at Boyn Grove. For example, he supports a
Services, demonstrating how a high standard sensory art session (creating pictures that
of social work intervention and a good use have a sensory element) and is always coming Lurvin Munisami
of preventative services can lead to good up with suggestions of different materials and
themes that we can introduce to customers. Community Mental Health Team
outcomes. Lurvin is an esteemed member of the team and has been
instrumental in ensuring the AMHP service is delivered to a high
standard. Lurvin noticeably ensures customers are treated with
respect when there is the likelihood of their liberty being deprived.
He is always supportive of colleagues and consistently ensures
that the AMHP service is undertaken with the utmost respect for
customers and their families. He has an open honest approach
and he is renowned for stepping in to assist colleagues, often at
very short notice. He is not afraid to speak up but this is always in
a non-critical manner. His modesty and dependability makes him a
reliable and integral member of the team.
5 6
This award is for
Enjoyable and Rewarding Marlene Rumudo Marco – Boyn Grove an individual who
has created an
Award Learning Disability Day Service
Marlene works as a Personal Assistant at Boyn Grove and has
done for many years. She therefore knows the customers that we
environment where
provide a service for extremely well. Her skills lie mainly within Art customers and staff
but whatever sessions she takes part in she gives her all. She is are thriving thanks
Akeisha Shakes-Holness and Belinda Dixon
happy to take responsibility for a range of sessions ensuring at to their positive
all times that every one of the customers partakes in the activities
Lisandro Patrick Boyn Grove Dementia Service arranged. Marlene is enthusiastic about her work, often looking and enthusiastic
Suffolk Lodge Belinda manages the Boyn Grove Dementia for new ideas on how to improve the service. She is respectful of approach to
Day Service. She is well respected and highly customers and her work colleagues and is always willing to help
Akeisha was asked (as she was always
thought of among customers, their families and
their work and
singing!) if she would take on the challenge and assist in whatever way she can.
of starting a Choir together with the residents. her staff team. Under Belinda’s Leadership, I commitment to
Akeisha not only selected the members but can honestly say that I have learnt so much make a positive
and continue to do so. The buzz in the unit is
worked so hard – often giving up her free
infectious and cascades from Belinda to staff Joanne Werrett difference to their
time to get the choir to sing all the words all
at the same time! It was a real challenge but and customers. Boyn Grove Learning Disability Day Service lives.
she never gave up. Akeisha invited Lisandro If staff have ideas she encourages them to do Joanne has exceeded her role requirement by being personally
to support her and this was a real bonus as so, backing them all the way and empowering involved in different projects such as the Royal Wedding event
he became Musical Director. We now have them to achieve their goal. She firmly upholds and Have Your Say conference, often sacrificing her own time
a residents Choir – known as the Suffolk that staff are the backbone of the unit and and resources. She is a good example of the staff member
Lodge Tuneful – and this has had a massively helps them harness their skills and knowledge that goes an extra mile. She carries out her responsibilities in a
positive impact on the residents’ well-being. to provide the customers with an interesting, professional manner and she is totally focused on helping others.
enjoyable and varied day. Joanne is also popular with the customers. She is talented and
uses her skills to include customers and produce bespoke art
Jan Hayes Karen Truscott – Oakbridge and craft items. Her approach is full of passion and she creates a
Boyn Grove Learning Disability Day Service friendly work environment, allowing customers to progress.
Day Service Karen runs most of the Art sessions at
Jan organised a Macmillan Cancer fundraising Oakbridge and her amazing style, technique
event, which was a huge success. Not only and delivery of the session brings out the best
did she spend hours of her own time in the in our customers. In the past month, Karen has
evening baking and decorating a huge number worked with her sensory needs group to create Anita Savage
of delicious cakes, but all of this was at her a piece of work to celebrate Downs Syndrome Assessment and Information Team
own expense. Jan also involved her family Awareness Day. This was forwarded to The
Downs Syndrome Society who have published
Physical Disabilities and Older People’s Team
to come in and help sell the cakes. The day
turned out to be a great success raising the work on their Facebook Page. Karen
Anita has been organising charity events within the team for many
money for a very good cause. Jan sent out is also working with customers to produce
years. She organised a charity event during the festive season
letters to families to invite them to this truly individual pieces to present at a forthcoming
where workers wore Christmas attire and recently for Macmillan
deserving cause, also ensuring that the Art Exhibition all of which are inspirational
Cancer support she organised a raffle which raised money for the
afternoon went off well. Everyone had a great and have tapped in to the imaginations of all
charity and allowed the team to enjoy some time together. This
time and a lot of money was raised. involved.
work was completed in her own time and showed a real community
spirit and willingness to engage in supporting local charities. Anita
Sheila Shoebridge - Boyn Grove Learning Disability Day Service also organises team functions such as Christmas parties and she
Sheila initiated and largely organised the Customer Christmas Party for 2018. It was an outside lightens up the team with her infectious laugh and personality.
venue so there was a lot of liaison with various parties before the event could even get off the I think Anita shows the values of the company by leading
ground. Sheila arranged fundraising events to keep the costs down for the customers. She by example.
organised payments to all the companies involved and sorted out food, the bar and music. One
of the biggest successes was the magic mirror that enabled all the customers to have group
photographs including people in wheelchairs. Sheila arranged a fun filled evening that all of us
could enjoy together.
7 8
Emma Hodge
Customer Service Award Brokerage and Professional Support Team
Emma’s role encompasses ‘the making safeguarding principle’,
by ensuring that the customer is at the heart of the process. For
Sarah Dipa Catherine Horner & Oiyee Tang example, a customer was referred to the team due to alleged
This award is for
Beeches Manor Mokattam domestic violence within the home; it came to light that this was a colleague/team
Sarah was complimented by a customer who Cath and Oiyee demonstrate outstanding more around carer stress and the customer was able to express who have gone
said, “When I arrived from hospital nothing person centred care for all our customers, that they wanted to remain at home with their spouse. Emma
was too much trouble for Sarah. She helped and in particular one customer who recently advocated on the customer’s behalf to remain at home, whilst
beyond customer
me to my flat, made me a cup of tea, prepared had an unexpected stay in hospital. Cath also securing funding to enable a live in carer to keep both the expectations
something to eat and cleaned my whole and Oiyee liaised with their team, the family customer and her spouse safe, This ensured that for the time and delivered
they remained together, their lives would be full, rich
flat so that I would be more comfortable. members, management, the local authority, a fantastic
It felt like coming home as Sarah was so health care professionals and most importantly and dignified.
accommodating and caring.” This compliment the customer themselves. Cath and Oiyee service often
shows how Sarah had a positive impact on used their experience within the service
Anila Soby - Physical Disabilities and Older in challenging
the customer’s well-being by ensuring she working closely with the customer to highlight People’s Team circumstances.
returned home and felt comfortable. Sarah the need for medical intervention and guided Anila has been working for the service for one year and
put the customer’s needs first and ensured the hospital staff with the customer needs, consistently evidenced her commitment, passion and
all aspects of her needs were met even going preferences and wishes. They bridged the outstanding customer care. This is evident in the many
above and beyond during her break time to gap between customer and individuals within compliments, verbal and written, she has received from family
ensure the customer was OK and the community who are not familiar with the members, customers and colleagues. A recent compliment was
felt comfortable. customer’s needs. received following Anila’s work with a family whose parents
required care. Anila worked hard to ensure they were placed
Kelly Story Tanya Snooks PDOPT together as they wished. Their daughter commented ‘you have
Tanya is an excellent worker who bought me so much peace, thank you for being you and for the
Wokingham Learning Disability compassion you have shown me and my parents’.
demonstrates social work values in all of her
Day Service work. She is open, honest and works in a
Kelly is a fantastic role model to other
members of staff. She has much experience
person-centred way that respects individuality. Sarah Lenton – Sensory Needs Team
This is evident in the number of compliments Sarah is a Rehabilitation Worker for the Visually Impaired and
which she willingly shares, and she maintains and positive feedback she receives. Tanya Level 3 Deafblind Worker working for the Sensory Needs team.
her professionalism at all levels. She has works quickly and efficiently and will always She has received numerous compliments from customers
been in the service for a long time and so go the extra mile to help the customer and the following her intervention and won Compliment of the Month
recognises the importance of ensuring our team. Tanya will approach First Contact and in April 2018 for this positive feedback: “We are all so grateful
clients have representation at local events Duty and offer to take additional cases when and appreciative of Sarah’s support. She has excellent
and groups. A fine example of Kelly’s positive the team are under pressure and will support communication with organising visits and has shown great
and flexible nature relates to an LD event -The the team on the telephone in busy periods. flexibility. She has a wealth of information and shared this with
Customer Conference. She stood in at last She understands that our residents value a us in a clear and concise way. She was so very gentle and
minute and fully embraced the day, supporting timely response and works hard to achieve listened keenly to the customer’s views and thoughts.”
the clients and ensuring everyone was looked this.
after and happy. Nakita Baptiste – Brokerage & Professional
Support Team
Alistair Appleby – Brokerage and Professional Support Nakita has supported her customer to find a positive outcome
As our Technology Practitioner Alastair has had such a positive impact on our team and vulnerable out of a very traumatic time which saw her losing both her
customers due to the work he has carried out assisting them with advice, installing equipment that accommodation and previous source of support, impacting on
keeps customers safe from harm and enabling them to remain independent. Alistair will change his her mental health which saw her in a very dark place. Nakita has
day at very short notice to meet our customers’ needs. He is caring and respectful in his approach, worked sympathetically with her to help her move into a new
treating people with dignity and empathy when sourcing and installing the appropriate technology home, championing the right support to allow her transition, as
equipment to enhance a person’s independence and ensuring their safety. He provides training to well as protect from harm. Nakita is a very skilled Social Worker
staff to ensure they are aware of the technology that can assist with customers’ care packages. who continuously manages to work in a person-centred way with
even our most vulnerable customers and thoroughly deserves
recognition of her work within Optalis. I feel very lucky to have
her in our team.
9 10
Denise Norwood and Christine Witts The winner(s) of
Transparency and START this award has
shown fantastic
Integrity Award
Whilst on call over a weekend, the Electronic Monitoring System
which is used to rota and monitor customer calls, ensure the
safety of lone workers in the community, and provide the calls
dedication
times and visits for each carer crashed. Both Denise and and empathy,
Nici Harris Claire Ferguson - Westmead Chris worked in an open and transparent manner ensuring the inspiring
Homecare (START) Day Service
safety of all colleagues and customers was maintained. They confidence
had no idea how long the situation was going to continue for,
Nici puts the welfare of our customers (and Claire works hard to create an environment and therefore were conscious of planning ahead not only for with their support,
their families) to the forefront of everything at Westmead where customers and staff can the weekend but for the following morning. Every action and and promotion of
she does and highlights any issues. A specific flourish. She is always thinking of ways to
example is when Nici became concerned that enrich people’s days. Her positive “can do”
telephone call had to be recorded so that the details could be a transparent
uploaded onto the system when it was operational again.
a customer’s partner was getting muddled attitude is infectious and nothing is too much culture at Optalis.
regarding administering medication and trouble for Claire. She is always willing to
suspected he may not necessarily be giving lend a helping hand and her non-judgemental
Donna Morgans - Supported Employment
the correct tablets, possibly causing harm approach means that we as team members
to our customer. A meeting was arranged feel comfortable asking her for assistance. Service
between the social worker, registered manager Recently one of us was completing an Donna has been an integral part of Supported Employment
and family to discuss the care provision, at e-learning course and was struggling to for the past 17 years. During that time Donna has supported
which time it was suggested that Optalis understand what was being asked of us. numerous clients to not only obtain paid work, but find
could take over responsibility for medication Claire sat alongside and helped to rephrase sustainable employment and retain work whenever any issues
administration. This offer was gratefully the questions, in a way that made sense. arise. The impact Donna has made on clients is immeasurable,
accepted and our customer’s partner admitted She would never leave you to flounder, and empowering clients to believe in their own ability, and to achieve
he felt relieved that this could be taken out of supports you in a way that doesn’t make the goals and aspirations with employment. Donna is able to
his hands. Without Nici’s intervention this could you feel silly. promote a culture of transparency within her team, enabling
have had a different outcome. the development of staff which in turn benefits all the clients we
work with. Donna is incredibly supportive but has the ability to
challenge where appropriate and problem solve and come up
Kim Davis with positive and logical solutions, a key skill when working with
Westmead, Earley & Woodley staff, clients and employers.
Learning Disability Day Service
Kim oversees three day services and promotes
a culture that is transparent, consistent and Dawn Sapstead
sets clear expectations within the team. She Boyn Grove Dementia Day Service
invests in enriching and maintaining a positive Dawn has done an excellent job organising and leading our
workplace by promoting learning and a culture regular Cognitive Stimulation therapy (CST) groups this year.
of sharing experiences. She possesses the Dawn has achieved this in spite of an impossibly difficult year
ultimate ‘can do’ attitude while taking on tasks personally for her, following the sudden, unexpected death of her
with positive energy and a smile. Her upbeat 26 year old daughter. Dawn has supported her family and her
personality and engaging smile enables her daughter’s widow and baby son whilst remaining professional,
to interact effectively with our customers thoughtful and empathetic at work. Dawn is transparent, honest
and colleagues. Kim is well organized and and sensitive of the impact her grief may have on her colleagues.
produces a high volume of work maintaining Dawn has voiced how well her colleagues have supported and
high standards for quality and accuracy. helped her through this difficult time and we are proud of her and
In addition to successfully supporting staff the team in the way they have dealt with everything.
thus reducing staff turnover, Kim is reliable,
dedicated and eternally upbeat.
11 12Continuous Development Julia Harris – Head of Unregulated Services
I am nominating Julia Harris for this award, because quite
This award is
for a colleague
simply she is the best manager I have ever worked for. Julia
is consistently open, friendly and empathetic, whilst being who continually
professional and knowledgeable. I have worked in the care works ceaselessly
industry for 39 years and can honestly say I have never worked
with a better manager. Julia always makes time for those under
with drive,
her care, staff, customers and carers alike. Julia encourages determination
William Purdie Hannah Norman her staff to achieve the best they are able, she always has a and enthusiasm
project or two on the go, is a phenomenal ‘ideas’ generator and
Westmead Day Service Brokerage and Professional
encourages her staff to try new things, join in projects and get
to develop and
William is an ex ACE student who started
a paid cleaning role at Westmead during
Support Team involved. The customers in all the day services benefit from this grow their skills
Hannah is a driven, enthusiastic and motivated
the course so he is now a colleague. He is member of staff. She actively seeks greater
dynamic and visionary approach and the good reputation of the for the benefit of
services she has built up speaks for itself.
continuously striving to do his job well and is responsibility and ways to enhance and colleagues and
very good at reporting any Health and Safety
issues when he finds them during his shift.
improve her practice to benefit the customers customers.
and carers she works with. Hannah is a social
He has a job coach but is moving forward care practitioner working for the review team
Brunel Project Team (Physical Disabilities
fantastically with the tools that were provided and is also a trusted assessor. She has taken and Older People’s Team)
to help him. I am nominating him because on her trusted assessor’s role with such In 2018 PDOPT launched a ground-breaking social work
he was recently asked to do double shifts to enthusiasm, always eager to take additional programme in partnership with Brunel University. As part of
cover annual leave of a colleague which he did cases on top of her already busy and complex this programme, first year MA social work students from Brunel
happily. He really flourished during this week review and re-assessment case load to keep University spend 70 days working on placements in the Optalis
and has now even worked unsupported a few her skills up to date and to support the OTs PDOP teams in the Royal Borough of Windsor and Maidenhead.
times to a very good standard. and wider team in managing ever growing They are supervised and assessed by Optalis senior social
waiting lists. workers and senior social care practitioners. Students therefore
benefit from the experience and knowledge of Optalis’ social
work and care statutory services and will then be familiar enough
Clive Tyndale with the way social care works to be offered later on a social
Independent Living Services work role at Optalis. For the Optalis’ social workers and social
Since Clive took over this service, I have care practitioners, this will be part of their continued professional
noticed a positive change around Learning development and will include the option of enrolling on the
and Development from the ILS team. There Professional Education Programme where they learn to supervise
has been an increase in attendance and and assess social work students and can progress their career to
staff attitudes have also changed. Staff the next level.
engage more and want to know how to
transfer their skills back into the workplace
and make a better environment for their Kirsty Stewart
customers. I believe Clive has contributed Bridge that Gap Cafe
to this by inspiring the staff to have a more Kirsty is a popular member of the team, and has worked here for
Person Centred Approach to their work and 10 years. The Café is open to people who attend the Day Service
encouraging them to develop their skills. as well as the general public and Kirsty delivers great customer
Clive has done this for his own service and service to all, leaving a lasting good impression on people who
has also helped others by offering his time, are visiting the site. Like all the people who work or volunteer at
knowledge and skills. He is always willing to the Café Kirsty has additional needs. She is a lovely lady, who is
give constructive feedback on new training helpful and caring. She’s very supportive of everybody and is very
sessions and appreciates the efforts made by patient and understanding of people’s support needs. She works
others. well with the customers who attend Boyn Grove, and encourages
people’s independence wherever possible, also helping to deliver
sessions at the Day Centre.
13 14Customer Choice Award
Louise Mole Nick Mason This award is an
Community Mental Health Team Woodley Learning Disability Day Service opportunity for
I very much want to recommend Louise Mole for an award for the tireless effort I would like to nominate Nick, because he is the best support Optalis customers
and support she has given to my daughter. Louise has been my daughter’s Social worker in the world. Nick is kind and helpful. I always enjoy
Worker for several years now and has been hugely supportive in helping her get taking part in the activities he runs at the Day Service. Nick to have their say
back into work and also for helping with applications for benefits and assisting her works really hard. He is good to be around, and I have every and nominate an
with the debt mountain that she built up after leaving full time employment. Louise trust in him. I think Nick supports all the customers at the Optalis member of
has been a tower of strength to my daughter, even going to the local police station Day Service well. I have seen the way he supports one of the
to finalise the documents Hayley needed. customers who is blind, and he works really well with him. I think staff for going the
Nick should win an award because he is one in a million. extra mile.
Lisa Wilkins
Homecare (START) Maxine Morten
Lisa is a consummate carer. She knows when I need support and when to leave
me to it. She understands me and knows how I like things done. She is with me
Boyn Grove Learning Disability Day Service
Maxine is consistently positive and happy with an infectious
for an hour and she makes that hour count. She comes in with a cheery ‘hello’ to
personality that brings out the best of everyone in her orbit. She
me and Daisy the dog, then gets straight to work. She is so efficient, but always
has an inclusive style of working as she encourages and builds
makes sure she has time for me. She’ll ask “Do you want anything?” before
confidence in the adults in her care. She is very kind and caring
checking whether I’d like breakfast first or to get dressed. She’ll always give me
and an experienced member of staff who is loved by everyone.
a choice and never assumes what I will want. It’s the little things that make me
An example of Maxine going above and beyond her role is she
feel so well cared for, for example how she makes sure the bathroom is the right
took the time to research my condition, in order to understand
temperature. As well as her attention to detail, I like the way she makes my bed.
how I work and uses this knowledge to encourage my
development.
Chutima Laphaphirak
Earley Learning Disability Day Service Jo Werrett
I would like to nominate Nink because she is a happy, friendly person to be
around. She understands me and how I’m feeling. If something is on my mind Boyn Grove Learning Disability Day Service
she pulls me to one side, and asks me ‘what’s up?’ I feel like I can talk to her.” Jo has been fantastic at explaining things to me when I am very
She knows when I need help, for example, when working out the money for the worried. She will make sure I am OK and sort out things to help
café and she helps me to be prepared, by telling me what’s going on. I enjoy the me understand better. She always takes time out from her busy
sessions that she runs, like the gentle exercise class. She is a very caring person. day and writes in my daily communication book. It has helped
me overcome my anxieties and let people who support me know
why I am feeling sad or worried. This book has made a huge
difference to my confidence, as I can explain myself better by
having things written down for my key worker to read and the
key worker to write in my book for my mum to read. This has
developed better relationships with all my support staff. Thank
you to all who work at Boyn Grove.
Fouzia Dar-Palethorpe
Earley Learning Disability Day Service
I would like to put a compliment in about Fouzia. She is really
good at singing and super cool. We need an award for her. She
is good at looking after her Day Service clients and really good
at dancing.
15 16Amie Robinson – Human Resources Team This award aims
Unsung Hero Award I am nominating Amie because she is professional and positive in
her approach and always cheerfully offers help and support, over
to recognise those
people specifically
the phone and in person if needed. Amie is able to clearly articulate
Sharon Nelson - Finance Kirsty Skrzypczak - Quality & the HR process that needs to be followed and to patiently explain working in corporate
We have a lady that epitomises everything Compliance
the various IT systems and programmes that need to be completed. support roles. A
This allows for a competent and efficient overall response to the
Optalis stands for and demonstrates on a daily Kirsty is quietly efficient and professional and colleague who
basis how we as an organisation should run. particular situation/potential candidate which in turn contributes
Sharon joined Optalis because she wanted to
just gets on with it. She is always at the end overall to promoting a positive image of Optalis and enhancing may work ‘behind
of a phone for advice no matter how small or
help to make a difference at a company who large the query. She responds to queries really
the reputation of the organisation. Amie demonstrates patience, the scenes’ -
advised on placing her mum in a local care quickly and has been exceptionally helpful to
compassion, knowledge and skills and is a real asset to Optalis.
excelling at what
home. Regularly one of the first in and last
to leave Sharon tries to help everyone who
myself and the services, whilst dealing with her
Natalie Long - Placement and Brokerage they do and playing
main role and responsibilities. A great addition
requires her assistance. Sharon’s commitment to the Quality and Compliance team and a Commissioning RBWM a vital part in our
and tireless effort is second to none. Her delight to work with. Natalie has been a one woman team who supports not only the organisation.
caring nature is shown by her daily interactions Hospital Team but Community based teams. She has a wealth of
with colleagues, customers and suppliers. She knowledge and passion to act quickly to minimise risks to residents
always sees the good in everyone she meets. Terry Biggs – Boyn Grove and promote partnership with not only service providers but with
Sharon is one of the most loyal and hard- Learning Disability Day Service team members. She responds to challenges and acts professionally
working people I have ever worked with. Terry is our driver and all round handyman. to achieve the best possible solution for not only Social Services
He is without doubt an integral part of the care but also for Self-funders who are seeking guidance on service
team. He is hard working and reliable and provision. She is able not only to negotiate costings for Windsor
Mary Worth - Business support has a wealth of knowledge, which makes him and Maidenhead residents’ charges, but achieve the best possible
invaluable. Terry is always looking out for the service to reflect the needs of an individual.
RBWM staff. He will help and support in whatever way
Mary has been doing the majority of recording he can. Whether it’s fixing something that’s
and tracking of FOIs and SARs which involved broken, checking the vehicles are roadworthy
Neil Dunlop - Growing Places
working in an area about which she knew very Neil has volunteered on Fridays at the farm with the Wokingham
or mentoring the staff who drive the vehicles,
little. She has done this cheerfully although it LDDS group for more than six years. The clients are very fond
you can always count on Terry. He is the
was rather stressful for her at times when there of Neil and they all regularly choose to work alongside him. Neil
Unsung Hero of our service because he’s
were a lot of requests and she was still trying uses his sense of humour, patience and kindness (which appears
modest to a fault, and never one for a fuss. We
to find her feet. She is now brilliant in the role endless) to assist the group in engaging in their chosen activities.
really notice when he is not around.
and deserves recognition for all her hard work. Neil is a great role model for the clients, as he always works really
Although Mary is part-time she has been very hard without complaint. He always has a calm, relaxed approach
Shamim Butt - Suffolk Lodge when working with the group. The group really appreciate Neil’s
flexible and will readily work extra hours to Shamim is a long term member of staff,
provide office cover as needed. dedication to his volunteer work. We all feel very privileged to have
having worked with us for many years. What
the opportunity to work alongside Neil every week.
makes Shamim an outstanding member
of our team…? This lady is one of the most
hard-working members of our team, covering Paul Roche – Boyn Grove Learning Disability
on average three extra shifts per week, on top
of her full time hours. Shamim will cover shifts Day Service
at very short notice, very often covering long Paul comes across as a ‘cheery’ character, always with a smile
days to ensure continuity for our residents. on his face and ready to help and support our customers and
If there is such a thing as a quiet moment, his colleagues alike and he is a popular member of the team. In
Shamim will be found in the laundry folding addition to his daily role as a Personal Assistant, Paul is always on
or sorting the washing for each of our four hand to support his colleagues and Management Team, often at the
units, which is especially helpful to the team at end of a long day on transport or with a customer in need of some
weekends as there is no laundry assistant. additional support/assistance. Paul has a wealth of experience
that he is modest about. He works pro-actively, ensuring that our
customers’ strengths are always at the fore and he always has a
‘can do’ attitude despite how challenging a situation may be.
17 18Outstanding Team Effort
CEO’s Award
Beeches Manor Team Wokingham Learning Disability Short Term Support and Rehabilitation Team This award is
The Beeches Manor team have received Day Service Team During a snow and ice extreme weather event, the team worked a special
multiple compliments from families and
customers. All the compliments evidenced
We are lucky to have a variety of people that seamlessly to provide a business as usual service to customers.
Staff on rest days offered to come in to provide additional support
recognition
have their own unique strengths and skills
the outstanding work and care displayed by who all contribute to the strength of the team. and reduce the burden on staff working to enable customers to award given by
the team including going the extra mile to The care our staff show to customers and their receive support. The endeavours of both office and community Martin Farrow,
support customers with their daily lives and the staff were outstanding as all were prepared to do whichever role
families is exemplary and nothing is too much Optalis Chief
senior team taking a delicate and professional trouble. A particular example of team-working was required of them, including two Occupational Therapists who
approach when discussing customer issues. is when the service held a BBQ for the clients went into the community to deliver personal care to residents Executive Officer
They display outstanding team effort in their in August when we were experiencing extreme rather than coming into the office and managing their own role. My to the team which
communication between each other and their heat. The staff worked tirelessly, especially staff went over and above what should be expected, supporting
has surpassed
dedication to provide the best level of care for not only the customers, but each other to remain safe and well.
their customers. The entire team has worked
Peter and Paul who were in charge of the expectations
cooking. Others worked flat out providing
above and beyond their regular hours to waitress service to our clients and their and achieved an
ensure a consistent level of care and ensure families, ensuring everyone got fed and were WAM CMHT/Older People’s Mental exceptional
minimal disruption to the customers. happy. The team really pulled together and Health Team level of customer
were united in ensuring everyone had the best
day.
This is an integrated service of Berkshire Healthcare staff, Optalis service by
Windsor Day Centre Team staff and joint funded posts. You would not know this as the
team always work as one to provide customers with the optimum working together.
The team are nominated because of the extra
mile they go every day to make our customers service they can. When staffing levels are low, this puts immense
feel safe and welcome at the day centre. They pressure on the team. Nevertheless they always work tirelessly
provide a person centred service, and cater Mokattam Team and collaboratively to ensure the best service is provided. On many
for a varied level of needs. We have elderly The team are nominated for working incredibly occasions staff members cover each other despite the pressures
frail days which are 3 days a week and then hard on the day of a comprehensive CQC on their own time. It is never a case of having to ask for volunteers
we have 2 days which are for the elderly inspection. The staff demonstrated a true to cover as each offer as soon as they foresee there could be a
living with dementia. The team are brilliant at reflection of the day-to-day running of problem. This foresight and willingness to help each other makes it
adapting each day to the customers and also Mokattam and the person centred care much easier to manage the stresses of everyday work when
spend time finding out what our customers each and every individual receives. Some staffing levels are low.
want out of their time with us. Our customers fantastic feedback was clearly noted in the
openly talk about how they love coming to our report. Thank you to the team for having the
day centre, and seeing the staff is the highlight enthusiasm and dedication 365 days of the
of their week. year to provide a safe and effective service for
the customers - not just for the CQC rating,
but for the people they care about and their
continued support and dedication to their role
in the build up to the inspection.
19 20Outstanding Team Effort
CEO’s Award
First Contact and Duty Team WAM Community Mental Boyn Grove Dementia Service Team This award is
Following staff consultation and a lengthy HR Health Team The excellent and dynamic Boyn Grove Dementia Day service a special
process the new First Contact and Duty team
was developed, merging the former A&I Team
The integrated team operate as a truly multi- team consistently provide outstanding person centred care to
the customers who attend the day centre. This empathic and
recognition
disciplinary team where the distinct and unique
and Duty Team. The whole team accepted contribution of each discipline and their skill sensitive support also extends to customers’ loved ones and award given by
the need to change and improve and have set is valued. Focused on working together, carers. The team always look holistically at the person, their past, Martin Farrow,
willingly participated in the process. They are present and future and how this affects the dementia journey. If
with little evidence of hierarchy, means the Optalis Chief
open to new ideas and will offer suggestions emphasis of the team is on maximizing the a therapy doesn’t exist that suits a customer we will create one
of how to make further service improvements. outcomes for customers. The individual needs ourselves. We are then delighted to see our customers and their Executive Officer
Throughout this period the team continued of the customer and their families are at the carers grow in confidence, relax and start to achieve the best they to the team which
to support our customers. They did not let heart of clinical/professional discussions. The can as we travel with them through their dementia journey.
has surpassed
their anxieties or new responsibilities have
any impact on the residents. They simply
team prides itself in seeing integration as a expectations
key priority. As a result the CMHT effectively
got on with their jobs in a professional and supports customers and service users with Community Team for People with Learning and achieved an
competent manner. They have shown great their physical health, mental health and social Disabilities exceptional
resilience, patience, passion and a continued
determination to get things right.
care (all under one roof). The team are true The team is nominated because it is a team that is positive and level of customer
advocates of customers and undoubtedly goes respectful in its approach. The team supports and improves the
the extra mile or two. lives of people with learning disabilities and their families and service by
works consistently, efficiently and effectively to do this. The team working together.
regularly undertakes joint visits of health and social care staff
Suffolk Lodge Team to individuals to help provide a more holistic service response
The team here at Suffolk Lodge have worked and to avoid duplication. Recently the team members visiting an
so hard and are so dedicated to making individual who was threatening self-harm and stayed with the
Suffolk Lodge stand out from the rest, and individual until they were safe.
stand out we do! How? Because, we have
worked together as one team to achieve and
achieve we did. The team painted, decorated, Oakbridge Day Centre Team
photographed - well you name it they have I am amazed by the dedication that every member of the team
done it – to put Suffolk Lodge up there – on shows. The whole team from manager to volunteers are very
CQC’s return a year later we received the supportive towards the customers visiting the centre and also
best news that we had a rating of good in all amongst each other. Everyone walks the extra mile to ensure
categories. The team embraced change – they the well-being of the customers and the communication between
involved the residents to help choose items team members ensures that all issues are addressed. Oakbridge
and colours for their areas. Now we are aiming is a shining example of a well led day centre where the Optalis
for Outstanding. core values are upheld. What jumps out for me, is the respect
that customers and staff are treated with equally.
21 22Thank you to… …Everyone who nominated We had nearly 100 entries to our Star Awards this year and this was only made possible by the people who took the time to nominate a colleague. The teams and individuals here today are representative of the fantastic work being undertaken by staff each and every day and we are grateful to the people who recognised how they went the extra mile. Congratulations to everyone who received a nomination. You should be very proud. … Our judges Our judging panel - Amy Jones, Charlotte Sehmi, Helen Walton, Jackie Firth, Jay Dudakia, Keyur Patel, Tanya O’Donnell, and the Chair Jodie Reichelt - who had the very difficult task of choosing our winners from such a high-performing field of nominees. …Everyone here today Whether you are here today as a nominee, a nominator, or to cheer on the finalists, thank you for coming to our Star Awards ceremony.
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