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Naomi House Children's Hospice Outstanding

Inspection Summary

Overall summary & rating


Updated 8 March 2016

This inspection was unannounced on 8 and 9 December 2015

Wessex Children’s Hospice Trust runs two hospices, Naomi House and Jacksplace. Naomi House is for children up to the age of 16 or 18 years old and Jacksplace is for young people and adults from the ages of 16 years to 35 years.

The hospices support babies, children, teenagers and young adults with life limiting or life threatening conditions and provide accommodation for respite (short breaks), emergency care, day care and end of life care. Both hospices have bereavement suites and provide family support services.

We last inspected Naomi House and Jacksplace in January 2014 and they met the regulations.

There is a registered manager who has been in post since 2011. 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.

Most of the children and young people we met had complex needs and were not able to tell us their experiences because of their complex ways of communicating. We observed how the staff interacted with the children, young people and their families.

Parents told us their children were safe at the hospices. Children and young people sought reassurance from staff and were relaxed with them. This indicated they felt comfortable and safe with staff. Staff knew how to recognise any signs of abuse and how they could report any allegations.

We saw children and young people received care and support in a personalised way. Children and young people had access to the specialist healthcare support from the medical and nursing teams at the hospices. Their complex medical needs were well managed and staff were trained to meet these specialist complex needs. Risks were assessed and managed and there was focus on positive risk taking so children and young people could safely try new experiences. All parents and professionals were happy with the care provided by Naomi House and Jacksplace. Staff knew children and young people well and understood their complex needs.

Staff were very caring and showed children, young people and their families kindness and compassion. Staff were very motivated and demonstrated a commitment to providing the best quality care in a compassionate way. Parents told us they and their children were cared for to a high standard and this included ongoing bereavement support for families. They spoke of excellent relationships with staff who understood their needs and preferences and who devoted time to them. Siblings and other family members such as grandparents were also cared for. Staff treated children, young people and their families with respect and dignity. Children and young people’s privacy was maintained at all times during the inspection. Sensitive planning for end of live care and post death care and support was provided to children, young people and their families. Bereaved families told us that the ongoing support and care provided had been invaluable.

There was a holistic approach to children’s and young people’s care with the physical, well-being, social and spiritual needs of each child and young person given equal importance, together with the needs of those closest to them.

Children and young people and their families received a very responsive service. Their needs were fully assessed, planned for and met. The service was creative and responsive to the changing needs of children and young people and had developed services in response to the local communities changing needs. Children, young people and families were involved in developing the service and this was based in their needs.

Children, young people and staff had fun together and there were lots of play and activities that were based on their preferences and needs. Children’s individua

Inspection areas



Updated 8 March 2016

The service was safe.

Parents and professionals told us children and young people were safe in the care of Naomi House and Jacksplace.

Medicines were managed safely.

Staff knew how to recognise and report any allegations of abuse.

Staff, relatives and professionals told us there were enough staff to keep children and young people safe. Staff were safely recruited.

There were effective infection control systems in place and staff had access to protective equipment, such as gloves and aprons. People had access to equipment that was maintained and serviced.



Updated 8 March 2016

The service was effective.

Staff had effective training and support to carry out their roles. Parents and professionals felt staff were skilled and knowledgeable in meeting children and young people�s needs.

Children and young people were supported to eat and drink and had the specialist diets they needed.

The environment had been adapted and specialist equipment was provided to meet the individual needs of the children and young people.



Updated 8 March 2016

The service was caring.

Staff were kind and compassionate and treated children, young people and their families with dignity and respect.

Parents and professionals told us the hospices cared for the whole family not just the child receiving the service. They told us the ongoing care and support provided was invaluable to families.

Staff had developed good relationships with children, young people and their family and there was a happy, relaxed atmosphere throughout the hospices.

Parents and their children were involved in planning their care which included what they would like at the end stages of life. Parents told us this was done sensitively and at a pace that was appropriate to them. Support was offered to bereaved families and contact maintained if this was what the family wanted.



Updated 8 March 2016

The service was very responsive to children, young people and their families.

Staff responded quickly and appropriately to children and young people�s needs.

Staff understood children and young people�s complex ways of communicating and responded to their verbal and non-verbal communication and gestures.

Children and young people were supported to pursue activities and interests that were important to them and met their individual needs. Children and young people�s educational needs were met during their stays.

There was a complaints procedure which children, young people and their families knew how to use if they needed to. There were robust systems for checking learning from complaints had been embedded into practice.

Information was shared effectively when children and young people moved between services. The service ensured the transition and ongoing care and support between the hospices was based on the needs of the individual young person.



Updated 8 March 2016

The service was well-led.

Observations and feedback from children, young people, parents, staff and professionals showed us the service listened to their views and acted on these.

The trustees and managers were visible and accessible to children, young people, families and staff.

Staff spoke of an open, supportive, positive culture that encouraged their views and input. Staff felt very well supported in all areas and felt involved, listened to and appreciated at all times.

There were systems in place to monitor safety and drive improvements in the quality of the service. There was learning from accidents, incidents and complaint investigations.