tricuro providing high quality care and support in dorset - tricuro … · 2018. 10. 8. · our...

Tricuro

Annual Review 2017/18

Tricuro is a Local Authority Trading

Company owned by Dorset, Bournemouth

and Poole Local Authorities.

Welcome from the Chair and the Managing Director We are really pleased to present Tricuro’s third annual review which summarises the excellent progress made during 2017/18.

2017/18 proved to be a significant year in terms of delivering further savings and efficiencies on behalf of our shareholders which

resulted in the consolidation of the services Tricuro provides. As a trading company with clear ambition to further grow and increase our

private income, it was essential to identify the company’s core activities which are now defined as care home provision (providing

residential and nursing care beds), day activities, reablement and home care services.

The company remains focused on delivering:

High quality services which ensure high levels of customer satisfaction

Improvements in service efficiency

Support and partnerships with our local communities and the voluntary sector

Increased trading income

Returns and value to shareholders

We have improved our occupancy rates across all our care homes to an average of

94%. Day services across Dorset, Poole and Bournemouth continue to transform the

support and activities provided ensuring that we are able to meet our clients and carers needs in a person-centred way. Much of this

development has been in partnership with our local communities and the voluntary sector fostering a culture of integrated care and

support with these partners. Our reablement service responds to competing demands of pressures faced by hospitals whilst continuing

to support demand from across the local communities.

Workforce development and the introduction of innovation and technology are clear priorities for 2018/19 which will support further

service improvements to ensure Tricuro maintains its position of a provider of high quality, diverse and person-centred care services.

Our shareholders continue to face significant financial pressures alongside increasing demand for services. Tricuro will ensure support to

our shareholders through improving efficiencies, providing access to high-quality, personalised care which represents value for money

whilst reducing dependency on local authority funding. This will be achieved by exploring the opportunities for growth and development

across our core areas in partnership with key stakeholders.

Colin Dennis

Chairman

Alison Waller

Managing Director

Tricuro at a Glance

Tricuro Support Limited

The support company holds the contractual relationships with the shareholders, the property leases and support services agreements with Dorset County Council and Bournemouth Borough Council.

Tricuro Support Ltd is equally owned by the three councils.

Tricuro Limited

Tricuro Limited employ all the staff and is registered with the Care Quality Commission (CQC) to provide care services.

It provides the care services to clients and invoices the support company for that care provision.

Tricuro Limited is fully owned by Tricuro Support Limited.

Tricuro

Tricuro consists of two companies; the care company, Tricuro Limited and a support function company, Tricuro Support Limited. Both are

managed by the same Board of Directors.

Turnover of over £41M in 2017/18

Over 1,500 people employed

Over 6,500 clients supported

Company Information History of Tricuro

On 1 July 2015, Bournemouth Borough Council, Dorset County Council and the Borough of Poole launched Tricuro as a county-wide Local Authority Trading Company. The company combines some of the existing adult care services and is tasked with transforming services across the county, capitalising on the great reputation that all three councils have for delivering high quality adult social care. Tricuro creates an opportunity to respond to the gaps in services across the county through the development of new services and offering services to the NHS, to people who are self funding and to people in receipt of personal budgets or personal health budgets.

Tricuro Board

Andrea Peacock

Non Executive Director

Colin Dennis

Independent Chair

Alan Bulloch

Non Executive Director

Jane Pike

Vice Chair

Tricuro is governed by an Executive Shareholder Group which consists of ten elected councillors who:

Support the development of Tricuro;

Agree the strategic direction of the company;

Ensure the legal and commercial interests of the councils as shareholders are considered and protected.

Executive Shareholder Group

Phil Rook

Finance Director

Alison Waller

Managing Director

Sue Ladbrook

HR Director

Improving

Lives

Building

Independence

Our

Year

at a Glance

We employ over

1,500 people

A turnover of

£41.4M

Our staff have

accessed 3,000

training

courses

Strong growth

by increasing

private income

98% of clients

are happy with

our services

We provide a

range of care

and support

services

Empowering Welcoming

Inclusive Trustworthy Innovative



Empowering

Trustworthy









Empowering

Trustworthy





We have

provided

support to over

6,500 people

Over 90% of

clients feel that

our service

helped build

their confidence

We have

received

around 400

compliments

Second annual

employee

survey completed

Developed new

partnerships to

enhance

service offer

We have

delivered over

360,000

day activity

sessions

Established

brand and

marketing image

We have supported

over 3,100 people

in our Reablement

Services

We have enhanced

Board and

Committee

structures

We are

supported by

over 95

volunteers

Welcoming

Inclusive









Welcoming

Inclusive









Finance, Performance and Governance

Our financial resources, performance and governance arrangements

are overseen by the Finance Director, Phil Rook.

Phil and his team have successfully guided the

company through its first 3 years of trading.

The company has turned over £41.4M making

a small profit of £963k which represents 2.32%

of turnover. The company is an admitted body

to the Dorset County Pension Fund. The cost

of pensions in 2017/18 was £3.2M and the

contribution rate was 17.7%. Tricuro are not

responsible for any historical pension deficits

that emerge as our employer contributions are

equal to the employer rate set by the actuary. Tricuro only pay towards

the cost of future benefits.

The financial statements were approved by the Board of Directors on

19 July 2018, an extract is included in this report.

Tricuro’s Support Services (ICT, Human Resources and facilities

management services) are provided by Dorset County Council and

Bournemouth Borough Council. The value of these contracts was

£1.92M for 2017/18. (DCC £1.05M, BBC £0.87M)

Company Details

Company Secretary: Phil Rook

Registered Office: Beech House, 28 – 30 Wimborne Road, Poole,

BH15 2BU.

Company Number: Tricuro Support Limited: 09536638

Tricuro Limited: 09536732

Auditors: KPMG LLP

Each authority has one £1 ordinary share in Tricuro Support Ltd, which in turn owns 100% of the equity of Tricuro Ltd.

The value of business carried out by Tricuro in 2017/18 was £41.4M (The year to 31 March 2017 saw the company turnover £41.5M). A

shareholder agreement regulates the way in which the three councils manage Tricuro including a profit/cost sharing agreement. (Dorset

County Council 70%, Bournemouth Borough Council 25% and the Borough of Poole 5%)

All shareholders treat Tricuro as a joint venture in their financial statements. Tricuro applies consistent accounting policies with shareholders

and the results for Tricuro for period to 31 March 2018 have been consolidated into the shareholders’ financial statements.

Summary Financial Information

Reablement, Catering Solutions, Supported Living

and Shared Lives

Good

rating achieved from the Care Quality Commission for

Reablement – Dorset and Bournemouth

Emma Williams and her team are responsible for a range of services supporting people in a variety of home and community settings which are either regulated by the Care Quality Commission or Supported Housing. Services encourage people to maximise their potential, live well and maintain or increase their independence. These include Reablement, which provides a short term period of support for people who live in Bournemouth or Dorset enabling them to return safely home from hospital or to prevent hospital admission. This has resulted in strong working relationships being established with health partners and the development of integrated community services.

The Shared Lives scheme offers adults with a disability or mental health condition the opportunity to live as part of a family household within their local community. The scheme offers a range of services including long term care, short breaks, day care and support in an emergency.

The Catering Solutions team provides B2B (Business to Business) services ranging from supply of agency staff to training.

2017 also saw the launch of Tricuro’s Care at Home service, which provides specialist domiciliary care to private customers living across Dorset. The service has provided the company with income to support future service development.

Client

satisfaction

ratings average

98%

Leven House achieved full

accreditation from Supporting People

(SP Hub)

“Thank you for your help and care we are very pleased and thankful for all you have done.”

Financial Summary 2017/18 The overall spend for the service was £5.5M in 2017/18.

The focus for 2018/19 is to improve recruitment and

increase external income as demand for services

continues to rise.

Over 3,100

people

supported by

Reablement

107

Compliments

received for

services

27 people per

month

supported to

access respite

GOOD

rating from the Care Quality

Commission for 9 out of 10

Residential Homes

Improved lives of clients living with dementia

by creating dementia friendly and supportive

environments

Care Homes

Caroline Hoddinott and her team continue to lead and inspire across our ten care homes for the company; seven of which provide care and support for older persons including nursing and one specialising in intermediate care. We have two homes for people with learning disabilities.

Our Care Homes provide care services ranging from short stay respite care to nursing care; end of life care; specialist care and support for people living with memory loss and dementia and intermediate care including respite, assessment and rehabilitation.

Each service is regulated and inspected by the Care Quality Commission (CQC) and monitored by local authority contracts monitoring teams. Overall CQC inspection ratings have shown continued improvement and sustainability in the last 12 months, with 90% of our homes currently ranked at “Good” whilst maintaining high standards for end of life care.

Our overriding priority continues to be to deliver excellence in the care services provided.

“The way she has been cared for by all of you is beyond exceptional and your affection and love for all the family is so appreciated.”

Financial Summary 2017/18 The overall spend for the service was £18.8M in

2017/18.

The priority for 2018/19 is to focus on workforce

development and the creation of new roles to support

the increasing dependency of our clients and maintain

our exceptionally high standards in care for people at

the end of their lives.

31

Volunteers

94%

bed occupancy

in care homes

Over

500

Respite breaks supporting clients and their carers

Over 140

staff completed

the Care

Certificate

Day Services, Community Support Team and

Community Employment Projects

“Dedicated staff doing an amazing job making these young and not so young clients feel useful and worthwhile members of our society.”

Financial Summary 2017/18 The overall spend for the service was £12.2M in 2017/18.

There was a small underspend, accountable to teams

carrying staff vacancies and achievement of external

income.

The focus for 2018/19 is to increase external income and

continue to implement our new model for day services.

These community based services led by Anja Ford and her team continue to be highly valued by clients and carers. It has been a busy year which focused on the development of vocational training and supported employment offer, as well as the further development of our new day service offer.

The new day service model consisting of integrated services for all, regardless of age or disability (Connect Services) and specialist services for people with complex needs (Plus Services), is going from strength to strength. Connect Services have started to become “THE” place to go to for activities, information, advice and, of course, care and support for those who need it, whilst our specialist services are continuing to develop new ways to enable people with more significant needs to achieve positive outcomes.

Our drive for person-centred service delivery and innovation has resulted in some great new programmes, including regular virtual reality sessions in a number of services, activities supporting carers and a number of local lunch clubs combating social isolation and avoiding malnutrition. We continue to work in partnership with other public organisations, third sector agencies, businesses and the local community and look forward to creatively addressing the challenges ahead.

Over

360,000 day

sessions

129

Compliments

received by

services

Daily Echo Proud to Care Awards

Dementia Care Worker of the Year - Finalist

Learning Disability Care Worker of the Year

Finalist and Winner

Volunteer Carer of the Year - Winner

We have taken a

lead role in the

development of

dementia support 100% of clients accessing our Supported Employment Services

rated the service as either good, very good or excellent

Technology and Innovation With Innovation as a core value, Tricuro is committed to harnessing the power of

technology to ensure that our services excel in offering truly person centred care,

continually improving our systems and governance, enhancing client experiences

and engaging our workforce. Developing collaborative partnerships with our

colleagues across the health and the private sector has enabled us to explore

innovative new ideas, expanding our horizons and enriching our services.

Through these ambitious new partnerships, we are creating immersive sensory

experiences using virtual and augmented reality, exploring cutting edge audio

technology for relaxation, wellbeing and mindfulness and have introduced QuizCom,

a digital engagement app for staff learning and development.

In addition to these exciting projects, our continuing journey of digital transformation

includes a shift towards paperless care records, empowering staff to spend more

time face to face with clients, reducing paperwork, improving quality and delivering

efficiencies that help us to go beyond the expected and deliver truly exceptional care

and support to our clients.

In an increasingly digital world, the ability to

understand and analyse data to make better

decisions, identify patterns and trends, and be

responsive in an ever changing environment, is

the difference between organisations that succeed and those that fail. Over the course of

the next 12 months our digital transformation programme will expand to other parts of the

service, driving us all towards a brighter future.

At Tricuro, our commitment to seeking out opportunities to improve our services through

technology, enhancing the client experience, and supporting our staff in continuing to make a difference is a journey that

never ends. Only through thinking differently can we achieve this — together anything is possible.

Human Resources It has been a busy year for the Human Resources/Organisational Development team.

Our gender pay gap based on April 2017 figures was 4.13%. This is considerably better than many other organisations reported. We are looking for ways to close that gap and to reach groups of potential staff who have not traditionally worked in this sector. Reviewing how our benefits and contract types can be used to attract people, as well as how and where we advertise, are high on the current HR agenda. The Open Days have been a great way to raise Tricuro’s profile and to create greater awareness of who we are when people are looking for their next role. This is particularly important given, like many employers in this field and geographical area, our ageing workforce.

As a team we have developed and delivered an internal management development programme. This is a valuable contribution to supporting and developing our managers so they feel confident about continuing to change and develop the culture of Tricuro as we grow and develop the organisation.

We have developed a Job Evaluation scheme in partnership with staff and our Trade Union colleagues to ensure we are proactively supporting the needs of the organisation in developing new roles that are required to support the diverse and

increasing needs of clients and support a more integrated way of working with health. We have focused on making our policies and processes better aligned with the culture of the organisation.

This year saw a significant savings and transformation programme which directly impacted many of our services which resulted in the consolidation of the services Tricuro provides. This period of time caused significant uncertainty and it is credit to the professional standards of our staff and managers that they continued to provide high quality services to the clients and families we support.

We are also looking at ways in which technology can support our activities, initially looking at how we can use technology to assist in rostering staff on shifts and evaluating the impact of training. I am hopeful that during the next year we will find and create solutions to help in these areas.

Our focus for the next year will be the further refinement of our strategy which will focus on recruitment and retention, the development of new roles and ensuring our workforce receive the support required to help them to deliver professional care and support.

I am proud to be working in such an innovative company and with a group of colleagues whose dedication, support and contribution ensures Tricuro remains a provider and employer of choice.

*Demographics shown are staff who have responded to the You Matter

Staff Survey.

The 2017 You Matter Staff Survey received a higher response rate than the 2016 survey and, with one exception, a higher positive response. Following the survey we took account of feedback about what prevented staff from responding and have made changes to the 2018 survey. Participation and actions in follow up to the survey are owned by a group of employees – the You Matter Champions.

We are continually refining and adapting our responses to the You Matter survey to build greater staff engagement and positively respond to the concerns and suggestions made.

Ensuring the Quality of our Services

Tricuro is committed to achieving excellence through the consolidation of good practice and continual improvement where individuals are at the heart of everything we do, and have the opportunity to influence and shape the services. Our Quality Assurance Committee has benefited from client/carer representation to ensure appropriate challenge and feedback.

Quality Assurance is an integral part of each and every member of our staff’s daily duties and is therefore ‘business as usual’. All activity is measured against an agreed set of standards of practice which collectively underpin the delivery of safe, effective and personalised care to our clients.

Tricuro has developed a multi-layer reporting process that ultimately provides oversight to the Board and its Shareholders of the quality of our services; the areas of exceptional quality (including how this would be adapted/adopted across services) and areas of concern (including remedial action plans).

The attached table evidences the outcome of recent inspections. Our focus for 2017/18 will be to achieve outstanding standards across registered services and build on the culture of learning and development to further improve services.

Tricuro was established to generate efficiencies in the way in which services are

provided and create income by selling services to individuals or organisations

such as health and other local authorities.

We commenced trading in 2017 and are exceeded the income targets we agreed

with our Executive Shareholder Group primarily through the sale of Tricuro home

care services, day services and respite care beds within our older peoples homes.

Our services provide valuable support to clients, their carers and families and are

focused on delivering high quality, personalised and reliable care. There are

many pressures across health and social care with increasing demand for

services as people live longer, often with multiple long term conditions. With a

skilled, fully trained and supported workforce, Tricuro is well placed to deliver

services on behalf of our colleagues in health to support people with the most

complex needs.

Income generated has

supported

reinvestment into the

company to ensure the

care and support we

provide remains of a

high quality,

responsive to our

customers needs and

enables us to invest in

our workforce and

technology to enhance

the delivery of care.

Trading

Thank You

Once again we would like to thank our staff, volunteers and local communities for all their commitment and support across our services. We have developed strong partnerships across Dorset, Poole and Bournemouth and will continue to focus on these partnerships to ensure we are able to offer a range of flexible and responsive support to people across our communities.

The compliments and testimonials below are a reflection of the dedication of the staff and volunteers who continue to deliver consistent and high quality care which is reflected in the outcomes of our inspections, monitoring reports and feedback from customers and their families.

Testimonials

“Thank you all so very much for your

care and kindness to me and getting

me on my feet again.”

“Everyone has given so much

love and care that ‘thank you very

much’ really doesn’t cover it.

Without your continued support,

love and patience, Mum would

not have made the wonderful

recovery she made after her bad

fall.”

“Thank you for all you did for

Mum. Especially her end of

life care, she was treated with

the upmost respect and care.”

“Mum’s end of life care was

exceptional and such a comfort to

us and our thanks to you all for

this and the affectionate visits the

team made to see Mum before or

after shifts, or coming over from

another section will never be

forgotten.”

Location Map

Tricuro Support Limited (09536638) and Tricuro Limited (09536732)

Head office: Beech House, 28-30 Wimborne Road, Dorset, BH15 2BU.

Registered in England and Wales

Telephone: 01202 797888 E-mail: [email protected]

Website: www.tricuro.co.uk Facebook: Tricuro Care and Support

Contact

Bournemouth

Blandford Connect

Boscombe Connect

Bridport Connect

Christchurch Connect

Dorchester Connect

Ferndown Plus

Highcliffe Plus

Northbourne Plus

Parkstone Connect

Poole Plus

Portland Connect

Purbeck Connect

Ridgeway Plus

Shaftesbury Connect

Sherborne Connect

Southill Plus

Stour Connect

Swanage Connect

Verwood Connect

Wallisdown Plus

Wareham Plus

Westbourne Plus

Weymouth Connect

Day Services

Work Based Training

Oh Crumbs!

The Kitchen Project

Avon View

Anglebury Court

April Court

Castleman House

Sidney Gale House

Streets Meadow

The Hayes

The Lawns

Wallfield

Coastal Lodge

Residential Homes

Supported Living

Leven House

Community Support

Mobile Nights

Reablement Dorset

Reablement Bmth

Intermediate Care/

Reablement

Shared Lives

Catering Solutions

Supported

Employment

Other

Weymouth

Portland

Shaftesbury

Bridport

Wareham

Poole Dorchester

tricuro providing high quality care and support in dorset - tricuro … · 2018. 10. 8. · our...

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