Nottinghamshire Hospice

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

The hospice board and senior management team worked with the local community and local commissioning groups to plan and deliver services to meet the needs of local people into the future. People benefitted from a multidisciplinary team.
People received person-centred care. Systems were in place to ensure that people's physical, social and psychological needs and wishes were comprehensibly assessed.
Detailed and current information about people's needs and wishes was available to staff to ensure people received the supported they required. The service ensured people experienced a comfortable, dignified and pain-free death, according to their wishes and preferences.
People knew how to raise a concern or complaint. Senior management were open and transparent with people when things went wrong. Complaints were investigated and analysed for trends and themes.

At our last assessment, we rated this key question good. At this assessment the rating has remained the same. This meant people’s needs were met through good organisation and delivery.

This service scored 79 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Score: 4

Throughout our assessment and without exception we observed that patients, care givers, loved ones and families were at the heart of everything staff did. Staff responded compassionately when patients or their relatives and loved ones needed help. Support was always given by caring staff, to meet the needs of the patients and their families. Feedback from people who used the service was continually positive about the way staff treated them. Staff identified patients who needed extra support and discussed changes to patients’ care and treatment with patients, their families and their care givers.
The service provided support to families and care givers to maintain their own health and wellbeing. We spoke with patients and relatives in the hospice as well as in their own homes and observed their care and treatment. There was a strong, patient-centred culture from all staff. Staff were motivated and inspired to offer care for patients with kindness, compassion, dignity and respect through supportive relationships with patients and their families, care givers and loved ones. We observed all staff members speaking to patients and their relatives and care givers with compassion and we observed sensitivity being shown during those conversations.

Staff supported patients who were end of life or palliative to maintain healthy choices and healthy lifestyles. Patients were given advice on how they could be involved in monitoring their own health and comfort to maximise their independence and comfort.

Leaflets were available in the hospice on subjects such as living positively with cancer and managing breathlessness. As well as supporting patients, the hospice worked to identify the needs of families and care givers and part of this was to ensure they were supported to remain healthy.

People described care that was responsive to their personal needs because staff had time to listen to them and understand their needs and preferences. One person said, “The staff always have time to talk to me, and they are all so kind”.
One of the patients told us, “The care here is second to none”.
Patients and those close to them were partners in decisions about their care and treatment. Relatives and care givers unanimously spoke highly of the care their loved one had received and reported they had felt fully involved in all aspects of care and also had their opinions considered.
Staff were always aware of patients who were end of life or in need of palliative care and were reliant on having their relatives and loved ones close to them, and how staff supported patients to make advanced decisions about their care, through talking about advanced care planning, what they wanted for the end of their life and where it was important for them to end their days.
Patients and their families could give feedback on the service and their treatment and staff supported them to do this. Staff told us the service monitored and evaluated feedback received through the ‘I want Great Care ‘questionnaires,
For the period October 2024 to December 2024, a total of 8 compliments were received for the service. No complaints were received during this period.
 

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

The service had their equality and diversity policy on their website, along with its values and the equality, inclusion and diversion strategy.
Staff felt respected, supported and valued. They were focused on the needs of patients receiving care. The service promoted equality and diversity in daily work. The service had an open culture where patients, their families and staff could raise concerns without fear.
The service was inclusive and took account of patients’ individual needs and preferences and conversations with staff evidenced their understanding of person-centred care.
Staff told us that they felt respected, supported and valued. We observed positive interactions between all members of staff regardless of seniority. Staff said that the service had an open and welcoming culture, where they felt they could raise concerns with both their colleagues and leaders without fear. There was a genuineness among staff that having to raise concerns about others was an exceptionally rare occurrence.Senior leaders told us they supported staff with raising any concerns

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

The service had their equality and diversity policy on their website, along with its values and the equality, inclusion and diversion strategy.
Staff felt respected, supported and valued. They were focused on the needs of patients receiving care. The service promoted equality and diversity in daily work. The service had an open culture where patients, their families and staff could raise concerns without fear.
The service was inclusive and took account of patients’ individual needs and preferences and conversations with staff evidenced their understanding of person-centred care.
Staff told us that they felt respected, supported and valued. We observed positive interactions between all members of staff regardless of seniority. Staff said that the service had an open and welcoming culture, where they felt they could raise concerns with both their colleagues and leaders without fear. There was a genuineness among staff that having to raise concerns about others was an exceptionally rare occurrence. Senior leaders told us that to support staff with raising any concerns.
 

We did not look at Equity in experiences and outcomes during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.