Page 32 - PegasusLife and Renaissance Retirement Proposal

Questionnaire Response
7 4 What particular needs have you found customers in retirement schemes have and how do you cater for these?
Residents in in in age exclusive schemes enjoy independent living while making friends with neighbours at a a a a a similar stage in in life Customers will have different reasons for choosing to to live in in an age exclusive scheme some may have concerns about the prospect of living communally and for others the the opportunity to interact with neighbours and the community may have been a a deciding factor To meet residents needs it is very important that we introduce
a a a a Property Manager who has the right skills When recruiting
for for staff on on Retirement Schemes we look for for someone who is conscientious supportive and able to provide the residents with reassurance They will not only need the skills to be a a a competent Building Manager but they must also be passionate about providing a a a a a a warm hospitable and inclusive atmosphere for residents This means working collaboratively with PegasusLife/ Renaissance Retirement House Managers to host social events for for those that want to to join in in alongside open forums to to discuss any current work and service or or building improvements Where needed we believe staff should work with others to help provide the best pastoral care for customers This may involve working closely with local health services or or care providers to help with any particular needs We provide services such as a a a a a “morning call” at the the request of residents or or their families this may be through a a a a a a digital system or simply a a a a a a quick call to ask
if all is is well Alongside this we we have helped many residents acquire pendants For those residents who miss their gardens we have in the the past sectioned off areas o of the schemes gardens to allow residents to to to to tend to to to to a a create their own touch to to to to site this give the the resident some some purpose and and joy and and also creates some some wonderful
areas in in in the the the grounds in in in turn raising the the the look and feel of the the the whole scheme Other needs are met through providing access to local information issuing documentation in in in in large print and/or providing access to mobile services for residents who are less able to get around We are proud to have achieved the ARHM (Association of Retirement Housing Managers) accreditation See Appendix P - ARHM Certificate
7 5 What particular provisions do you make for ageing and/or vulnerable customers?
We promote the the “independent Living” aspect of the the sites but also realise that a a a a a a resident could spend 30 or 40 years happily living at the same scheme The team is a a a a a source of advice for residents and families A good Property or House Manager with good experience is vital in order to help recognise where we can make provision and/or signpost the resident or or family for advice that may be needed We use information available about the needs of vulnerable or or aging customers from our interactions with carers/nurses and family and friends so that these needs can be accommodated where appropriate This may include morning calls letters in in in large font pendants and alarms etc We realise on on on this contract much of this active may be undertaken by PegasusLife/Renaissance Retirement staff but still feel our property team will have a a a a a part to play and will ensure they are trained accordingly We have also arranged calling hairdressers chiropodists and nail technicians etc These are handy for residents that may not be able to to get out out and and about and and these visits do turn into mini social events and on a a a a a regular basis Whilst some of the schemes have this provisioned in the the design on on the the smaller schemes we would happy to support the arrangement and coordination 32