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St Helena Hospice Outstanding

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Inspection report

Date of Inspection: 29 April 2014
Date of Publication: 23 May 2014
Inspection Report published 23 May 2014 PDF

Overview

Inspection carried out on 29 April 2014

During a routine inspection

As part of this inspection on the Colchester hospice site we spoke with three people in the Day Centre and three people in the Inpatient Unit (IPU). We also spoke with the chief executive and a number of managers and staff.

During our inspection we gathered evidence to help us answer our five questions; Is the service caring? Is the service responsive? Is the service safe? Is the service effective? Is the service well-led?

Below is a summary of what we found. The detailed evidence supporting our summary can be read in our full report.

Is the service safe?

People all told us that they felt safe when they visited the Day Centre or IPU. One person in the IPU said: �I feel so safe here. I had all those fears and they�ve helped to allay them all.� Another person told us: �You are safe here. I was so frightened at home when I needed help.�

People told us that they felt their rights and dignity were respected and they felt in control of decisions about their care and support. There were good systems in place to protect people from poor practices or potential abuse.

Is the service effective?

People told us that the hospice service was extremely effective in meeting their needs. One person said: �My pain was so bad before I came to the Day Centre that I couldn�t get any sleep. I thought I�d just have to live with the pain. I came here, they prescribed a different pain killer and I�m now pain free.� Another person in the IPU told us: �They�ve helped all my symptoms. I didn�t think care this good was available.� A third person described their recent stay in the IPU as �immensely beneficial�.

Is the service caring?

People were extremely complementary about all the staff. One person told us: �It doesn�t matter what they are asked to do they all go out of their way to help.� Another person said: �Everyone including the volunteers and cleaners are all so caring. They all have time for me. Any concerns they can take away from me they do. They�ve given me my dignity back.�

Is the service responsive?

All the people we spoke with told us that the staff were very responsive to their needs and wishes. One person said: �Everything is a joint decision. They explained the different pain killers and asked me what I wanted.� Another person told us: �They listen to me here and that means a lot to me. They didn�t listen to me at the hospital.� A third person said: �I just ring the bell and they�re here.�

The hospice had introduced a service called �SinglePoint�. This provided a single telephone number and point of access to palliative care services. A team of registered nurses provided support and advice at any time of the day and night. They assessed the urgency of the support and care required and arranged for the most appropriate member of staff to respond. People we spoke with were very appreciative of the service and said that it gave them a �lifeline� when they were at home.

Is the service well-led?

One person who had attended both the IPU and day services told us: �The service is exceptionally well led. I cannot speak highly enough about all the hospice staff. � Another person told us: �Everything is well organised. The teamwork is very good.�

The senior management team was leading collaborative work with local hospitals, ambulance services and commissioning groups. This was helping to provide a much more integrated and coordinated service for people with palliative care needs. It also helped to reduce avoidable admissions to hospital for people receiving end of life care.