Situation

Helping Hands, the largest independent domiciliary care company in Northumberland, has been on a turnaround mission during the last few years. The new management team needed to improve the CQC rating, raise morale while also driving an improvement programme. Communications with the workforce of more than 550 carers, dispersed across a wide area, was critical to the successful implementation of a new working culture. Improving staff retention while also developing a better recruitment programme has also been a priority.

Our Task

In an ongoing programme of activity MHW is responsible for regular direct communications with the workforce as well as stakeholder engagement with service users and their families. We have delivered regular newsletters to service users and monthly Team Briefs to staff. Facebook is also a key channel of communication. Elsewhere, we have managed recruitment campaigns incorporating jobs fairs, leaflet drops, press and outdoor advertising.

Results

Helping Hands has rebranded and strengthened its brand awareness. The company has improved its rating with CQC; satisfaction surveys with both staff and service users show steady improvements across the board. Staff retention and new recruitment remain issues and we continue to support the organisation as it grows and expands beyond Northumberland.