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Archived: The Norfolk Hospice

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All reports

Inspection report

Date of Inspection: 26 January 2012
Date of Publication: 27 February 2012
Inspection Report published 27 February 2012 PDF

People should be treated with respect, involved in discussions about their care and treatment and able to influence how the service is run (outcome 1)

Meeting this standard

We checked that people who use this service

  • Understand the care, treatment and support choices available to them.
  • Can express their views, so far as they are able to do so, and are involved in making decisions about their care, treatment and support.
  • Have their privacy, dignity and independence respected.
  • Have their views and experiences taken into account in the way the service is provided and delivered.

How this check was done

Our judgement

The provider is compliant in this outcome. People who use this day service are at the centre of all the support that is offered.

User experience

On the day of our visit 26 January 2012 it was clear, from discussions with people who use this day service, that they were put at the centre of all the work that took place at this hospice. The picture we were given of how the support was offered was very clear. We were told about how each person was greeted, how time was offered, one to one, what happened if the person was not having a good day and that nothing was too much trouble.

Three people we spoke with told us the support is focused on their interests and needs. “Nothing is too much trouble, not only am I seen as an individual but so is my carer who is just as involved as I am”.

Other evidence

We were told that the people who use the day service at this hospice have very diverse needs. The delivery of the support to meet those needs comes from experienced and qualified staff and volunteers. On certain days of the week the services were more therapeutic with trained staff offering sessions such as physiotherapy and on other days more social support was offered.

During our visit we spoke to a person who had just received a therapeutic session and who told us how beneficial they were. On the wall in the corridor there was a vast display of leaflets that would guide people to further services they may require. Within the service there was a family liaison officer who worked with the families to offer support and guide them to other support services that may help them. During this visit a family was having some quiet time with this officer to discuss and work on ways to support them best. During this visit we also spoke with the person standing in for the regular chaplain. The person was heard talking to two people, with reassuring, supportive conversations for the people receiving the support.

In one area of the building we observed an art session taking place where people were enjoying painting with support offered by a volunteer. In the lounge we noted one to one conversations from either trained staff or volunteers. People who had arrived to experience the service for the first time had arrived with their partner/carer. Time was being offered getting all their questions answered. We saw reassuring smiles and relaxed body language.

Just before lunch we noted drinks being offered. A variety of soft drinks along with sherry or gin and tonic was on offer. The midday meal was set up in the dining room with white cloths on the tables with flowers, napkins and glasses. Although the room was fairly small for the people who may have had large wheelchairs to manoeuvre, this did not deter people from enjoying the experience. One carer was spending the day at the hospice to ensure they could have the confidence to leave their loved one. The carer was welcomed and involved in everything, including the meal. Choices of food were offered and people were supported with dietary requirements. One person, we were told, required a gluten free diet so the chef prepared that meal first to ensure no unsuitable ingredients were used. We noted that one person was asked if the meal on the plate was OK or would they prefer something else and one person was offered help to manage their meal.

Although we did not observe the people who use the service in the afternoon we were told about the variety of social activities offered. We were also told about the regular newsletters that were given to all people involved in the service to keep them updated of what is planned for the future. The staff and people who used the service all told us how valuable the carer’s cafe was and how well it was used. Everyone we spoke to told us about the future plans for the new building and the development of the services as a new hospice is built over the next two years.