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Inspection Summary

Overall summary & rating


Updated 20 June 2017

This inspection took place 29 and 30 June 2016 and was unannounced.

The inspection was carried out by two inspectors, a pharmacy inspector and a specialist advisor.

Keech Hospice Care is a purpose built hospice on the outskirts of Luton. The service provides 15 overnight beds, a palliative care centre and a hydrotherapy pool. The service provides nursing care to adults and children, many of who may be experiencing physical disability, life limiting conditions and or terminal illness.

There was a registered manager in post.

A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People felt safe. Staff had received training to enable them to recognise signs and symptoms of abuse and how to report them. People had risk assessments in place to enable them to be as safe and independent as they could be.

Effective recruitment processes were in place and followed by the service which ensured staff working at the service were suitable. There were sufficient staff, with the correct skill mix, on duty to support people with their care and treatment needs.

Medicines were managed safely. The processes in place ensured that the administration and handling of medicines, including controlled medicines, was suitable for the people who used the service.

Staff received a comprehensive induction process and on-going training. They were well supported by the registered manager, Chief Executive Officer (CEO) and their line managers. Staff had access to a range of differing levels of support.

Staff had attended a variety of training to ensure they were able to provide care based on current practice when providing care and treatment for people.

Staff gained consent before supporting people or providing care and treatment. People were supported to make decisions about all aspects of their life; this was underpinned by the Mental Capacity Act 2005 and Deprivation of Liberty Safeguards. Staff were knowledgeable of this guidance and correct processes were in place to protect people, children and young people.

People were able to make choices about the food and drink they had, and staff gave support when required. Catering staff had good knowledge of the types of diets people had and catered for them effectively.

People were supported to access a variety of additional health professional when required. Some medical procedures were carried out in the Keech Palliative Care Centre, which cut down on hospital appointments for people. Alternative therapy was available including; aromatherapy, Indian head massages and reflexology as well as music and art therapy.

There was a support programme, manned 24 hours to provide a single point of contact for additional support.

Staff provided care and support in a caring and meaningful way. They knew the people who used the service and their relatives. People and relatives, where appropriate, were involved in the planning of their care and support.

People’s privacy and dignity was maintained at all times. People were asked for their feedback, which was analysed, and actioned if required. A complaints procedure was in place and accessible to all. People knew how to complain.

Effective quality monitoring systems were in place. A variety of audits were carried out and used to drive improvement if required.

Inspection areas



Updated 20 June 2017

The service was safe.

Staff were knowledgeable about protecting people from harm and abuse.

There were enough trained staff to support people with their needs.

Staff had been recruited using a robust recruitment process.

Systems were in place for the safe management of medicines.



Updated 20 June 2017

The service was effective.

Staff had attended a variety of training to keep their skills up to date and were supported by their line managers.

People could make choices about their food and drink and were provided with support when required.

People had access to health care professionals to ensure they received effective care or treatment and pain and symptom control.



Updated 20 June 2017

The service was very caring.

People were able to make decisions about their daily activities.

Staff treated people with kindness and compassion.

People were treated with dignity and respect, and had the privacy they required.



Updated 20 June 2017

The service was responsive.

Care and support plans were personalised and reflected people�s individual requirements.

People and their relatives were involved in decisions regarding their care and support needs.

There was a support programme, manned 24 hours.

There was a complaints system in place and people were aware of this.



Updated 20 June 2017

The service was well led.

People and their relatives knew the registered manager and were able to see her when required.

People and their relatives were asked for, and gave, feedback which was acted on.

Quality monitoring systems were in place and were effective.