2018 LEADERS IN CARE: EXECUTIVE MANAGEMENT: PHIL SMITH, CHIEF OPERATING OFFICER, NEW CENTURY CARE

Phil has delivered a comprehensive review of New Century Care in order to drive up quality and encourage innovation. He brings his proven track record of success to New Century Care, with years of senior management experience working with a top care provider and prior to this, a major supermarket chain. 

Upon joining New Century Care, Phil has implemented a comprehensive programme of change, designed to drive up standards across the group and encourage knowledge sharing amongst staff.

In doing so, he completed an internal audit of all New Century Care homes across England and Scotland, before implementing a programme of refurbishment and staff restructuring. He has been instrumental in ensuring high performing members of staff, from the care staff to the hospitality teams, are rewarded for their contributions and has introduced processes to encourage staff to share best practice and learn from the experiences of others.

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This has included the development of an in-house awards system named Caring Hearts, where staff members from across New Century Care nominate and reward their most caring and hard-working colleagues before joining together for a ceremony to celebrate their achievements.

Furthermore, Phil has also overseen a digital overhaul within New Century Care which is allowing staff to embrace new technologies and innovation to help drive up standards across the care group. This has included the recent revamping of the New Century Care website which is now used as a tool for staff to share news and blog posts with residents and their loved ones.

Looking ahead, Phil is spearheading a refreshed marketing strategy which will see New Century Care’s homes reach out to their local communities in new and exciting ways.

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