Is the service caring?

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The following excerpts are taken from our Care Quality Commission Inspection Report 2015.

People approaching the end of life were offered spiritual and religious support appropriate to their needs and preferences. Patients and their relatives told us the staff were “very caring and can’t do enough for you”. Other comments were “they (the staff) are always there when you need them” and “nothing is too much”. A patient said “sometimes all you need is someone to hold your hand”
and the staff were there to provide this. We observed the staff supporting patients in a caring and compassionate manner. A relative who was distressed was supported with compassion and care by a nurse and the chaplain.
A bereavement interview took place within 24 hours after a person died. This provided support and advice to family, such as obtaining the death certificate, the process to register a death, and the opportunity to seek views and discuss care and “anything we could have done better”.

The hospice participated in the trust wide Friends and Family Test and consistently had one of the highest response rate and 100% of responded would recommend the hospice to others.
During the inspection staff provided emotional support to a distressed relative in a respectful and caring way. Relatives were supported and kept informed of their loved ones care and any changes. A visitor told us they felt fully involved, as their relative was living with dementia and could not participate in their care. Care records showed next of kin had been involved as appropriate. These plans clearly stated how they wanted to be supported during the end stages of their life. A relative told us “the doctor explained everything so clearly to us” when a decision was made not to continue with active treatment.
Patients told us about the alternative therapy which was available for patients, to help relieve stress, manage pain and improve wellbeing. A patient talked about a massage which they enjoyed; “it was so lovely and relaxing which sent me off to sleep”. Staff said they were always looking at ways of relieving stress and anxiety, and commented “you have one chance to get it right”.

The patients were supported to maintain important relationships. Relatives told us there were no restrictions in place when visiting their relatives, and they received “very good” support from the staff. Patients and their relatives were supported by a team of volunteers, who offered support with transport and assistance with meals. There was a ‘tea bar’ facility run by volunteers, where hot and cold drinks and snacks were available for family and friends. A relative told us this was such a good service, where they were “able to come away and have a drink and gather your thoughts”.

Read the full report here: CQC inspection

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