care and support
My son, Mark, lives with Family
He’s had help with cooking his meals, with the
Mosaic. He was 14 when he was
budgeting of his bills, with sorting his life out.
diagnosed with schizophrenia.
Whatever he wants to do, there’s somebody to
When one of Family Mosaic’s
support him so he knows what he’s doing.
flats became available, Mark was asked if he’d
like it. He wanted to come, so we were quite
They’ve made such a difference to Mark – they’ve
happy to let him, but I was very apprehensive.
given him back his life, completely. He’s much
more independent: he’ll go out, meet people, do
I couldn’t sleep at nights. I felt sick at the
things. He’s like a different person now.
thought of him being on his own. Almost felt
like we’d dumped him. As a Mum, you know they
It’s given us, I don’t like to say freedom, because
can’t manage without you.
that doesn’t sound right. But we can get on
with our lives, and Mark can get on with his.
I was worried that they wouldn’t look after him
like I did. I used to run behind him 24 hours a
day, doing all his washing, all his cooking, and
Liz, mother of mark,
they didn’t. But they gave him his life back.
family mosaic customer
6
5
Our focus: it’s all about you
10 how we can support you
9
Our philosophy: we can
14 the services we provide
13 Our people: caring for you
18 the things that make us proud
17 Our business: working for you
who we support
21 the difference we’ve made
welcome
Every day, Family Mosaic provides care and support for thousands of people. People
like Lisa, who has learning difficulties and wants to live a more independent life.
People like Tony, who wants to relearn the skills he lost as a result of the brain
injuries he sustained in a motorbike accident. People like Amanda, who wants a
few hours of support every week so she can continue living in her home. Every day
they put their trust in us.
And every day, we do our best to earn and repay that trust.
We do this by treating every person as an individual.
And by always believing we can make a difference for them.
We keep our promises. We prioritise our customers. We focus on their needs.
Because we want to repay that trust, so that they are able to live the lives they
want, with more independence, more dignity, more choice and more control.
So if you need support, or if you’re looking for support for someone you care for,
or if you’re a commissioner looking for a care and support provider, contact us: we
can tailor a service that’s right for you.
Yvonne Arrowsmith, group operations director, family mosaic
3
we respond to the needs
of the individual
it’s all about you
Our focus is simple: you.
What, though, does this mean in practice?
It means remembering those simple, personal details. That, for example, John
needs to be reminded to feed his two guinea pigs (Starsky & Hutch) every morning.
That Mo used to be an accountant before he became homeless. That Pat has two
spoons of sugar in her tea.
It’s about knowing we can’t force people to become more independent: everyone
is different and it has to happen at their pace. They’ll have good days, and bad
days, and we have to be as flexible and responsive as we can, while giving them
the security we might take for granted.
It means not getting bogged down in endless form-filling, so when we sit down
with your Mum, your son or you, we’ll be talking and listening to the specific
concerns or issues your Mum, your son or you have, rather than ticking a list of
boxes. And once we’ve listened, only then will we develop a suitable care and a
suitable support package.
It’s about treating every customer as an individual.
Because customers aren’t just at the heart of our business.
They are our business.
5
who we support
We provide care and support to thousands of people in
London, Essex and the south east of England to help
them live independently.
They include:
*
adults with learning disabilities;
*
adults with mental health issues;
The staff at
*
people with an acquired brain injury after,
Cambria Road
for example, a motorbike accident;
(a
*
adults with physical disabilities;
for people with mental health
*
teenage parents, and vulnerable families;
problems) have been like a
*
young people who’ve recently left care
family to me, when my own
or find themselves homeless;
family weren’t able to support
*
homeless people;
me. They all have great insight
*
older people living in one of our sheltered
and perception of my personal
schemes or in their own homes;
needs. They have guided and
people with a history of drug
supported me ever since I’ve
and / or alcohol misuse;
been living here. They’ve gone
*
children who are unaccompanied asylum seekers;
beyond their call of duty in
*
older people with dementia;
enabling me to become a more
*
ex-offenders;
independent citizen in society.
*
rough sleepers.
*
Jon,
6
scheme
The list is changing and growing all the time, so please
family mosaic
contact us to see how we can help you.
customer
we don’t believe anything
or anyone is too complex
we can
Our philosophy of care is straightforward: we don’t believe that anything, or anyone,
is too complex. Or, to put it another way, we believe we can. It’s a philosophy that
What you can
expect from us:
drives and informs everything we do.
we will provide excellent
It means we don’t give up on people, even when they push us away, don’t turn up
customer service;
for appointments or aren’t in when we visit them. We try again. We make another
appointment. We revisit them. And we keep on trying. Because we know from
we will provide well trained,
experience that it’s worth it.
fully vetted staff;
It’s about learning about people’s history, but not thinking it defines them. A
we will prioritise safeguarding;
chaotic and troubled past doesn’t have to mean a chaotic and troubled future.
we will be professional;
It’s thinking creatively and flexibly, because sometimes, in some situations,
you need to try a different approach. Sometimes doing the right thing means
we will respect diversity and
doing the simple, common sense thing: by helping an alcoholic to tidy up their
confidentiality;
kitchen, for example, we can help them to take the first step on their path towards
independence.
we will be there when we say
we will;
It means that when a new policy initiative is announced, we don’t just sit back and
let it all happen. We’ll engage with the policy makers, understand its complexities
we will give choice and control
and then translate that into an approach that works for the benefit of our customers.
to our customers;
Because customers are at the heart of everything we do. And we believe we can
we will be there, working,
make a difference for them.
for you.
9
how we can
support you
An
autistic
customer
living in one of our
supported
schemes
in Essex had been looking forward to
The support we provide depends on the needs of the
watching his favourite football team.
individual. It might include:
Unfortunately we hadn’t realised that
they were playing away that weekend –
*
helping you to manage your money and pay your bills;
at Newcastle. We were going to have to
*
helping you to stay in your own home;
tell him that none of the staff on that day
*
providing 24 hour care for you;
would be able to take him.
*
help you to get back on your feet;
*
putting you in contact with other
For people with autism, any change to the
local services that can help;
anticipated routine can be very distressful.
*
looking after you;
Off his own back, one of our members of
*
adapting your home to make it more
staff – Toby – came in on his day off and
suitable for you;
accompanied the customer up to the North
*
helping you to stay fit and well;
East so he could watch the game.
*
befriending you, by visiting you regularly every week;
*
helping you to get into work;
More remarkably this was done by coach
*
helping you look after your tenancy;
and took about 18 hours altogether. The
*
supporting you home from hospital.
family of the customer struggled to put
into words their admiration for his efforts,
The list is changing and growing all the time, from helping
saying, simply, “they doubted whether they
you improve your health so you don’t have to go into
would have been able to do that”.
hospital, to providing the support you need so you can leave
10
hospital and get back home sooner rather than later. Please
Chloe, family mosaic
contact us to see how we can help you.
staff member
we will be there, for you
caring for you
Thank you so much for sending
Tom to do my decorating. It
has made me feel so much
Our people care about what happens to you. Of course, you’d expect us to say that.
better about life (an important part of my health
The proof, though, is how they put this into practice.
issues). Tom was such a pleasure to have in my
home, polite, caring and treated my dogs and I
They’re not just there to tick boxes and fill in forms. They’re there to listen, so
with much respect.
they can understand the world you live in, and work with you to find out what
you need. Our people have an approachable manner, the skills to cope with a busy,
Thank you to you and your team for a much needed
challenging and emotive job, and they can think on their feet.
service for people in my circumstance. Mental
health is often misunderstood and overlooked:
It’s about them always advocating on behalf of our customers, and not being put
thank you for not doing that.
off when they come up against some brick walls in the process. Because they’re
passionate about making a real difference to our customer’s lives by supporting
Sally, family mosaic customer
them to be as independent, safe, healthy and happy as possible.
They have all the skills, experience, training and supervision they need, so you
know you can trust them, and you can feel safe and secure. Because the people
Just to say thank you so much
they work with aren’t just people to us. Every one is an individual, with different
for all your help and kindness
tastes, different needs and different stories. Every one is a person with different
you have shown us. The
hopes for the future.
bathroom is now finished and makes so much
difference for my husband. More independence
So when we say we’ll meet you at ten in the morning, we’ll be there. Five minutes
and, on my part, more safety for him. It is
early, ready to support you.
fantastic: we are very lucky. It is such a relief to
the pair of us. Thank you again.
Because our people make our business special.
Mr & Mrs W, family
mosaic customers
13
the services
we provide
We provide care and support services in a variety of
The good work your team has achieved
with some of our customers has
been immeasurable. Your staff are
approachable and communicate with us regularly: I could
easily identify numerous good pieces of work carried out
by your team with our customers.
different places. These include:
A good example has been with a customer that one of
*
hostels and registered care homes;
your support workers, Maxine, had a lot of input with.
*
in a customer’s home through long-term
This person was deemed ‘unhouseable’. He kept running
visiting support services and shorter-
from one crisis to another. My team had to see him on
term floating support;
a daily basis to get him food, tobacco, or to buy him
at drop-in centres.
clothes. He would also make contact with the team
*
regularly claiming that he had misplaced his bus pass or
We also provide a range of home improvement services,
run out of money or food.
including small repairs and changes or adaptations to a
home so that people can carry on living there.
Since he started working with Maxine and your team,
the chaos around him has reduced. He has made a lot
We provide these services in partnership with numerous
of progress within a short period of our joint working.
local councils, county councils and London boroughs,
We developed a care plan, which entailed positive risk
as well as with NHS Trusts and other institutions.
taking with a consistent approach. He now hardly ever
phones our office.
We also provide these services to individuals.
I look forward to us continuing this good work. I know
The list, though, is changing and growing all the time,
that your team cares.
so please contact us to see how we can help you.
Sam, team manager,
southern health nhs foundation trust
14
we understand the importance
of listening and learning
working for you
I have found the information and support
you have provided to date invaluable
Our business is all about working for you, delivering high quality, professional and
people-centered care and support. Every day of the year.
and of huge support when working with
someone so vulnerable and difficult to engage. You have
been professional and efficient throughout and I have greatly
We’re always trying to get better. We’re always trying to improve. We genuinely care
appreciated your involvement. I hope the good work your
about what our customers, and their parents, carers and advocates, think of us.
service provides is able to continue. I have no doubt that
And if we make a mistake, we’ll hold up our hands and admit to it. And then we’ll
your involvement has directly protected Megan and provided
learn from that as well, so we can improve even more.
information essential in decision making
for this child.
We’re not in this for the profit. We don’t have shareholders. We don’t run our
business for the benefit of anyone but our customers. Any profit we make is
Lizzy, social worker
reinvested back into the services we deliver. And, at the same time, we also invest
another £1 million every year into the communities where we work, into schemes
for young people, gardening clubs for those with green fingers and projects chosen
I only have positive things to say about
by our customers.
the interaction I have had with your
teenage parent project. The project has
Working for you means understanding our limitations, and knowing when we need
provided stability to a young mother and child that I was
to work with other organisations that provide specialist, more appropriate services.
working with. Had she not been able to get a place there,
At the same time, it’s also about understanding our capabilities and knowing where
she would have remained in a very volatile situation. This
we can make a difference. It might be in helping people get out of hospital quicker.
would have meant it was very likely that the little boy would
Or it could be in helping community psychiatric nurses to deliver their action plans.
have remained subject to a child protection plan due to the
concerns about this environment. I don’t know of any service
Because we’re always focused on our customers.
that would have been able to meet these needs in the same
way, resulting in this positive outcome
Because they are our business.
for the child.
Hanna, social worker
17
the things that
make us proud
If I could sum up my life
beforehand in three words, they
would be: ‘drug fuelled chaos’. My
support worker helped me get through that stage.
The scheme we set up to help former customers get a job: it worked
(you can read about Lisa’s story, on the right), and it resulted in us
When I bumped into her in the town centre a year
being given two awards.
after that, and she told me about the new training
scheme, I laughed it off. I didn’t see how they’d
The top marks we’ve received when we’ve been inspected by the local
want someone with no qualifications, no employment
councils who commission our services.
history, and mental health issues to come and work
for them. But she told me that I’d be good for it, and
The changes we’ve made to our services: for example, the technology
to give it a go.
we’ve introduced has reduced the number of times our staff have to
come back to the office to fill in paperwork, leaving them more time
Now, three years down the line, I’ve got my life into
with our customers.
a completely different area than I ever expected it
to be. I’ve been working on the assessment team for
The award we received for being one of the Best Companies to work
about a year, after a stint in floating support. It’s a
for in the UK.
lovely role – it has its downsides, but it also has its
upsides, and no two days are ever the same.
The comments we get back from our customers, their family, carers or
advocates, every day. You can see some of them on page 21.
I’m so proud of myself, and so proud of Family Mosaic,
I could shout it from the rooftops. I am forever
grateful for the support I’ve had from Family Mosaic.
It’s definitely been the turning
point in my life.
Lisa, family mosaic staff member
18
together, we’re making a difference
the difference we’ve made
Millie has made my life more
comfortable and helps with
My flat stunk of cigarettes, cat mess and dirt. The bathroom was absolutely filthy. I couldn’t
anything, and is always
use the kitchen any more. It was a living hell. I’d stopped inviting people around. I’d given up
there to help explain stuff in terms that I can
on my flat. And I’d given up on my family.
understand. She’s more like a
big sister or family not staff.
I have a mental illness: bipolar and schizophrenia. Not a good combination. I find that once one thing is neglected,
everything is neglected. At the time, I didn’t really like myself. I didn’t really care about myself. I really did wish I
Paul, family mosaic customer
was dead.
A small debt had grown into a massive debt. I’d fallen into rent arrears. I was speaking with a very unsympathetic
housing officer at the council when I saw a leaflet for Family Mosaic. In a very short space of time two ladies
Toni supports me in a number
came round to assess me. Then Helen came to see me shortly afterwards.
of ways and is always very
professional. When applying
Helen explained what she could do for me, and what she couldn’t. She was brutally honest. She was the reality
for Disability Living Allowance, Toni attended
check I needed. She began by helping me with my rent arrears. She encouraged me to look after my health,
the medical assessments with me as I suffer
including sitting on the phone for over an hour just to get me an appointment with a psychiatrist that was much
from panic attacks and she made me feel
need - badly needed, in fact.
very secure. Toni assisted me in completing
all the forms necessary and made the whole
Above all, though, Helen motivated me into getting something done with my flat. Just three months later, my
experience very straightforward and easy.
flat is clean. The hallway is clear and half painted. The living room looks fantastic. The kitchen is clean and can
be used again. I know I’ll be able to invite my friends around very soon: this time, I won’t be ashamed to open
With Toni’s help I have been awarded DLA on
the door to them.
my first application and this makes a huge
difference to my quality of life. I don’t know
My thanks will always be with Helen: from suicidal to seeing a bright future; from a flat that
what I would do without her.
should have been condemned to a nice clean home; from rent arrears to working towards
getting them cleared, once and for all. Helen has been there for me through it all.
Karen, family mosaic
customer
Tristan, family mosaic customer
21
Thank you to all the customers
and members of staff who agreed
to have their photos taken for
this brochure.
22
Words: Matthew Grenier
Design: Andrew Kingham
Photos: David Fernandes
For further information about our care and support
services, contact us:
0300 123 3456
[email protected]
Albion House,
20 Queen Elizabeth Street, London SE1 2RJ
www.familymosaic.co.uk
information for the hard of hearing can
be found at www.familymosaic.co.uk