Is the service responsive?

The Friends and Family Test indicated 100% satisfaction with the care, support and kindness shown to patients and their families.

The Friends and Family Test indicated 100% satisfaction with the care, support and kindness shown to patients and their families.

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

Patients commented they found the hospice care and the care received from the community nursing team extremely helpful and supportive, and they received good written information. For example, a patient said it “couldn’t be better if I paid for it”. Some of the comments included “everybody is so kind and understanding”. Another relative told us, “the doctors explained everything and the following day went through all we had been told to make sure and this was good”. Patients told us they were aware of whom to contact out of hours and found the staff responsive. They told us they had symptoms control and very good liaison with the GP. Another patient commented “I think a few of the hospitals could learn a thing or two”.

The hospice has the facility, nursing and medical support to enable them to admit patients day and night. They admitted an average of four patients per day. The team consisted of a community nurse specialist team, social work team, chaplaincy, a therapy team of physiotherapists and occupational therapists, and a bereavement service.

Staff told us their ethos was “care has to be patient led” and patient’s choices were accommodated. A relative said that a patient had been transferred quite late at night, and they felt this was carried out efficiently and “everything was done well and we are so pleased to be here”.

The service was responsive to patients who had limited mobility. The design of the building had level access which allowed for beds and adapted chairs to be wheeled outside, weather permitting, for patients to enjoy the gardens. The communal areas could also accommodate beds, where patients could spend time with their friends and families, and not feel restricted or isolated to an area.

Staff followed the trust’s policy in meeting the diverse needs of the patients they care for, and followed their equality and diversity policy.

The Friends and Family Test indicated 100% satisfaction with the care, support and kindness shown to patients and their families. Comments were “extremely likely” in recommending the hospice as a place for care.

Read the full report here: CQC inspection

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