PJ Care is a leading provider of specialist neurological care and neuro rehabilitation for people with progressive or acquired neurological conditions. With 400 staff across 3 care homes, they specialise in the multidisciplinary care of adults, working with residents, families, charities and the NHS to provide the highest quality care for their residents.
Care homes face many challenges in ensuring active and efficient communication with all staff including multiple locations, shift patterns, language barriers and cultural differences which can all result in high staff turnover. Following the results of an annual employee survey highlighting communication as an area for improvement, PJ Care selected SpeakInConfidence, which enables anonymous two way communication with the senior team, to encourage staff to speak up.
Angela Johnson, HR Director, said “At PJ Care we have many forms of active and successful downward communication methods such as newsletters, team briefs, and many meetings, however, upward communication could be improved. We recognised that some employees had ideas, suggestions, concerns and issues which we were keen to hear and address, but they were reluctant to speak up in meetings. We wanted to ensure we provided an effective mechanism for all communication – we wanted to give our employees a voice.”
“With over three-quarters of the workforce working shifts, finding a way to communicate with managers can sometimes be difficult. SpeakInConfidence provides a way for two way communication, 24 hours a day, 7 days a week, where our staff can make any comments and raise ideas and concerns, anonymously. Users can access from any internet connection such as work/home PCs or phones and we will be making PCs readily available throughout the care homes.” continued Johnson.
Following a demonstration of SpeakInConfidence, Johnson was impressed with the usability of the service and particularly the confidentiality and anonymity it brought for the user. “Anonymity can be important for people in protecting their identity for a variety of reasons. For some staff, it could be the communication of a potentially controversial issue, for some an idea they are too shy to put forward whilst others may not wish to be exposed for circumventing their traditional reporting structure. Implementing a third party tool will help us provide confidence that their identity is protected whilst PJ Care benefit from an enhanced insight into how to improve our environments for staff, residents and families.”
PJ Care will initially roll-out use of the service to their staff with future plans to make it available to residents and families too. “Our residents’ care is at the heart of everything we do. Any tool which allows the open discussion of all matters of care, without any fear, takes us a leap forward to providing outstanding care – this applies to our staff and our residents and their families. The media portrayal of whistleblowers can often discourage people to speak out – staff may sometimes feel shy to speak up for fear of retribution, families can often be fearful of jeopardising relatives’ care. We encourage open communication about all issues, good or bad, what we do well and what we can improve. At PJ Care, we are committed to the care of our residents and staff and welcome any and all comments which further the improvement of that care. SpeakInConfidence takes away the barriers.” continues Johnson.