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Hospice of the Good Shepherd Good

Inspection Summary

Overall summary & rating


Updated 12 July 2016

We inspected this service on 6 and 7 June 2016 and we gave short notice to the registered provider prior to our visit. This was to ensure that key people were available during the inspection.

The Hospice of the Good Shepherd provides specialist palliative care to persons over the age of 18 years. It also provides respite care for people with complex nursing needs. There is an inpatient unit with 12 beds and a day care facility with 10 places. The Hospice provides specialist palliative care through a multi-skilled and qualified staff team. They are able to offer a range of medical treatment and complementary therapies to address symptoms, enhance quality and life and meet a patient’s holistic needs which include physical, emotional, psychological, spiritual and social needs. Their end of life care provides support, dignity and comfort to those in the terminal stage of an illness. The hospice also provides complementary therapies and counselling services to families, though these services fall outside the regulatory framework of the Health and Social Care Act 2008. The service is situated in the suburbs of Chester, close to a range of local shops and other amenities. Car parking is available to the side and rear of the premises.

During the past year the hospice has provided 358 In-patient stays and had 360 day therapy attendances. There were also over 800 medical consultations in hospice out-patients and day therapy.

At the time of this inspection there were eight inpatients at the hospice.

The previous inspection was undertaken in January 2014 and the service had met the regulations in place at that time.

There was a registered manager in place at this service, who has been registered for two and a half years. 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.

We have made recommendations about the management of medicines because these were not always safe, although the management said they would follow this us this was the findings at the time of the inspection.

People told us that they received very good quality of care from all the staff at the hospice. People told us they staff were kind, patient and caring towards them and that they supported them to meet their physical, social and emotional needs. People described the culture of the service as positive and caring.

People told us they felt safe at the service with the staff team. Staff had been trained to recognise and report any signs of abuse. No safeguarding issues had arisen at the service since the last inspection.

Care plans were person-centred and kept up to date. End of life care was given in sensitive and appropriate ways that acknowledged people’s rights and preferences. The service promoted a “focus on living” approach to care which supported people and their families to enjoy the time they had together and enhance their feelings of well-being.

The staffing levels were good and sufficient staff were seen on the days the inspection took place. Staff were well trained and had access to a variety of training courses to enable them to develop their skills and knowledge base. Good support was given to staff by senior management and regular meetings and supervision sessions were undertaken.

Robust staff recruitment processes were in place which ensured that only staff who met the service’s high specifications regarding experience and qualifications, character and caring abilities were employed. This included the recruitment of volunteers.

People told us the food was very good and that they had access to snacks and drinks whenever they wanted them. Care plans showed that a nutritious diet was encouraged.

The service worked closely with other professionals and agencies to ens

Inspection areas



Updated 12 July 2016

The service was safe.

Medication management was not always safe and recommendations were made, although the management said they would follow it up.

Robust and safe recruitment practices were in place. Staff were trained and aware of how to protect people from abuse and harm. They knew how to report any concerns.

Risk assessments were centred around the individual and their specific needs. There was sufficient staff on duty to meet the needs of people safely.



Updated 12 July 2016

The service was effective.

Staff were trained appropriately and they had a good knowledge of how to support each person’s specific needs.

People told us the food was very good and that they could have food and drinks whenever they wished.

The registered manager understood the principles of the Mental Capacity Act (MCA) 2005 and how to apply these. Staff had received training on the MCA 2005.



Updated 12 July 2016

The service was caring.

People’s feedback about the caring approach of staff was extremely positive and was described as “Excellent”. The service was very flexible and responded quickly to people’s changing needs or wishes.

Staff showed kindness and knew when and how to convey empathy to people when they faced difficult situations.



Updated 12 July 2016

The service was responsive.

People and their families were fully involved in assessing their needs and planning how their care should be given.

Staff delivered people’s care in a person-centred way and encouraged them to make choices about their daily lives.

People told us they didn’t have any complaints about the service. A Complaints policy and procedure was in place for people to use if they wished to make a complaint. No complaints had been received by the registered provider or CQC.



Updated 12 July 2016

The service was well led.

There was a clear management structure and lines of accountability in place. People and staff told us the service was well managed.

Systems were in place to monitor the quality of the service provided.