- Hospice service
Kirkwood Hospice
Report from 17 April 2025 assessment
Contents
Ratings
Our view of the service
This short-announced inspection took place on 25 June and 26 June 2025. Kirkwood Hospice provides inpatient, community and outreach services to local people living with life limiting illnesses and provides support for their families and friends, free of charge. The inspection involved three inspectors, a Specialist Advisor in nursing and end-of-life care, and an offsite Care Quality Commission (CQC) Operational Manager.
We engaged with the Senior Leadership Team (SLT), trustees, volunteers, and staff across roles, including nursing, medical, and administrative. We spoke with people using the service and those close to them, observed interactions, reviewed clinical notes and policies. We also used data provided by the service following the onsite visit. The in-patient unit (IPU) supported 12 patients, with nine on a waiting list, prioritised by care needs.
Robust safety systems were maintained, with effective infection prevention and control (IPC) measures and safe medicine management. Proactive risk management was embedded, with staff trained in safety and safeguarding, preventing abuse or discrimination. Staffing levels and skill mix ensured safety, supported by clear systems aligned with national guidance, which were consistently applied and improved.
A comprehensive approach addressed care planning including nutrition, hydration, and pain relief, using innovative, evidence-based techniques and modern technologies. Kirkwood Hospice delivered highly personalised care that addressed the physical, spiritual, social, emotional, and psychological needs of people using the service and their families through a comprehensive range of services.
Staff development was prioritised through continuous training, and volunteer policies were regularly updated, improving outcomes for people using the service.
The service was responsive, prioritising urgent and complex needs, with facilities designed for diverse requirements. Staff empowered people to manage their health, adapting care to cultural, social, and religious needs. Through community engagement, research, and innovative practices, they ensured care was tailored to individual need, equitable, accessible, and responsive, setting a high standard for end-of-life care.
Leadership was compassionate and effective, with experienced leaders delivering sustainable care. The service’s ambitious yet achievable strategy aligned with wider health systems. Staff and volunteers were empowered to drive improvements, supported by an innovative culture.
Kirkwood Hospice’s holistic, innovative approach to person centred care, underpinned by strong leadership and continuous improvement, ensured high-quality support for people using the service and their support networks.
People's experience of this service
People using service told us they consistently felt safe and were actively involved in their care and treatment decisions. Staff showed compassion, kindness, and respect for privacy and dignity, embedding individual preferences in personalised care plans through ongoing discussions. Effective care coordination minimised repeated information and delays.
People told us they received clear, timely information in accessible formats, with alternatives available as needed. Those using the service and staff told us they were encouraged to give feedback, with clear information displayed prominently throughout the location.
Feedback from people using the service, their families, carers, and stakeholders was overwhelmingly positive, praising staff for going "the extra mile.” People told us staff responded quickly to their needs, they felt listened to and valued. Staff were described as compassionate, knowledgeable, and responsive, with adequate staffing ensuring safe, effective care delivery.
A visible person-centred culture was evident. People using the service told us staff delivered kind, dignified care. Relationships between staff those using the service were strong and respectful, driven by understanding and inclusive leadership. People told us staff addressed their personal, cultural, social, and religious needs innovatively, prioritising emotional and social needs alongside physical ones, empowering them to maintain independence and realise their potential.