• Hospice service

Pendleside Hospice

Overall: Outstanding read more about inspection ratings

Pendleside, Colne Road, Reedley, Burnley, Lancashire, BB10 2LW (01282) 440100

Provided and run by:
Pendleside Hospice

All Inspections

24 to 25 October 2023

During a routine inspection

Our rating of this location improved. We rated it as outstanding because:

  • The service had enough staff to care for patients and keep them safe. Staff had dedicated mandatory training for volunteers and staff, understood how to protect patients from abuse, and managed safety well. The service controlled infection risk well and managed medicines safely. Staff assessed risks to patients, acted on them and kept good care records. The service managed safety incidents well and learned lessons from them.
  • Staff provided exceptional care and treatment, ensured and actively supported patients to have enough to eat and drink. Staff effectively managed pain relief when they needed it. Managers monitored the effectiveness of the service and made sure staff were competent. Staff worked well together for the benefit of patients, supported them to make decisions about their care, and had access to good information. Key services were available seven days a week.
  • Staff exceeded expectations in treating patients and carers with compassion and kindness, respected their privacy and dignity, took account of their individual needs, and helped them understand their conditions. They provided emotional support to patients, families and carers to minimise their distress.
  • The service proactively planned its services and provided care in a way that took into account and, quickly and responsively, met the preferences and needs of local people and the communities it served. The service was inclusive and responsive in its tailored care to meet the individual and complex needs of its patients.
  • Leaders ran services professionally and extremely well using reliable information systems. They proactively encouraged and supported staff to develop their skills. Staff understood the service’s vision and values, and how to apply them in their work. Staff felt respected, supported and valued. They were focused on the needs of patients receiving care. Staff were clear about their roles and accountabilities. The service went to extra lengths to engage well with patients and the community to plan and manage services and all staff were committed to improving services continually.

However:

  • The hospice should ensure any equipment not intended for use is clearly labelled as decommissioned until disposed of to prevent accidental use.
  • The hospice should continue to create a more dementia friendly environment as detailed within their action plan.

11,12 & 13 March 2015

During a routine inspection

We carried out an inspection of Hospice Care for Burnley and Pendle on 11, 12 and 13 March 2015. The first day of the inspection was unannounced.

Hospice Care for Burnley and Pendle is a registered charity providing specialist palliative care services to adults with cancer and other life-limiting illnesses. Services include in-patient care, day services, hospice at home and family support. Pendleside is located in Reedley near Burnley. There are accessible gardens and car parking spaces available. The entrance hallway includes a staffed reception desk and separate shop.

The in-patient unit provides assessment and symptom control, rehabilitation and end of life care , along with access to a range of holistic complimentary therapies and spiritual care. There are 10 single bedrooms with en-suite toilets, all rooms overlook the gardens. There is day lounge with conservatory and a dining room. There are specialised bathing facilities, including a wet room/shower and an assisted hydrotherapy bath with optional sensory lights and music. The in-patient service includes access to the facilities and therapies on day services.

There are separate facilities for day services, this includes a communal lounge and dining room, several therapy/counselling rooms, a gym, conservatory and quiet room. Services available include: occupational therapy, physiotherapy, aromatherapy, massage, reflexology, calligraphy, creative writing, art therapies, exercise classes and presentations from outside speakers.

The hospice at home service offers: personal care and assistance, respite for carers, emotional support/advice, spiritual care and a night sitting service.

The service was managed by a registered manager. 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.

At the previous inspection on 21 November 2013 we found the service provider was meeting the legal requirements.

People using the service and their relatives had no concerns about the way people were cared for or treated. We found arrangements were in place to help keep people safe and secure. Risks to people’s well-being were being appropriately assessed and managed.

Robust processes were in place to manage medicines safely. None of the people spoken with raised any issues around support with their medicines.

Staff were aware of the signs and indicators of abuse and they knew what to do if they had any concerns. Staff confirmed they had received training on safeguarding and protection.

Proper character checks had been carried out before new staff started working at the service. New employees were recruited on a probationary period, this meant their suitability and competence in the role was monitored and considered, prior to a permanent contract being offered or declined.

Arrangements were in place to maintain appropriate staffing levels. We found there was no formal process in place to assess staffing arrangements, to make sure there were always enough suitable staff. However the registered manager agreed to address this matter.

Effective processes were in place to maintain a safe environment for people who used the service, visitors, volunteers and staff. We looked around the premises and found all the areas seen were safe and well maintained. The service had defined contingency procedures to be followed in the event of emergencies and failures of utility services and equipment.

People we spoke with indicated they were satisfied with the services they received. They made positive comments about the skills and abilities of the staff team. All new staff completed an initial induction training programme to a nationally recognised standard. There were systems in place to ensure all staff received regular training as part of a comprehensive ‘mandatory training framework’. All relevant staff were supported to access palliative and end of life care, tailored to their individual experience and qualifications.

The MCA 2005 (Mental Capacity Act 2005) and the DoLS (Deprivation of Liberty Safeguards) sets out what must be done to make sure the human rights of people who may lack mental capacity to make decisions are protected. We found appropriate action had been taken to apply for DoLS and authorisation by local authorities, in accordance with the MCA code of practice and people’s best interests.

We observed staff involving people in routine decisions and consulting with them on their individual needs and preferences. People were involved with their initial assessment, the care planning processes and they had consented to care and treatment.

People made positive comments about the meals provided at the service. Arrangements were in place to provide people with an interesting, nutritionally balanced and varied diet. People’s individual dietary needs, likes and dislikes were provided for. Doctors and dieticians were liaised with as necessary. Various drinks were readily available and regularly offered. People were supported to eat their meals wherever they wished, including dining areas, or their own rooms.

People spoken with gave us examples of how their health care needs had been recognised and sensitively managed. Healthcare needs were monitored and effectively responded to. We observed people being supported and cared for by staff with kindness and compassion. We saw people were treated with dignity and respect and consideration was given to their privacy. Processes were in place to respond to people’s individual faith and cultural needs.

We found people who used the service were made aware of and encouraged to engage with, other support networks which could have a positive impact on their quality of life. People’s needs, preferences and abilities were assessed taking into account their views and opinions. There were detailed care and treatment plans in response to identified needs and preferences, with clear directions for staff to meet people’s needs.

People spoken with told us how much they appreciated the various therapies and counselling sessions which were available to them. We found the counselling and massage therapies were also offered to family members and friends of people using the service. There were various therapies and activities available which included: occupational therapy, physiotherapy, aromatherapy, massage, reflexology, calligraphy, creative writing, art therapies, exercise classes and presentations from outside speakers.

Effective processes were in place to support and encourage people to raise any concerns and make complaints. The service had systems in place for the recording, investigating and taking action in response to complaints.

There was an effective management team to provide strategic direction and support the day to day running of the service. There were governance systems in place to monitor and develop the service in consultation with the people who used it.

21 November 2013

During a routine inspection

During the inspection we spoke with people who used inpatient care, day therapy and the hospice at home service. They all made positive comments about their experiences of the care, support and treatment they had received from service. Their comments included: 'When you use the hospice you become part of a community', 'It's marvellous, brilliant and any other words that we can use to say, it's really good', 'I'm amazed that they have gathered such a wonderful bunch of people and kept them together. They are all so friendly and helpful all the time; whether it's the transport, the nurses, doctor or the people in the kitchens' and 'It's been fantastic for me'.

People were being involved in planning and consenting to their support, care and treatment. They were enabled to make decisions about matters which affected them.

People were sensitively supported with personal care and health care needs. They had access to attention from health care professionals, complementary therapists and spiritual support.

People were provided with safe, accessible, comfortable and pleasant surroundings.

We found there were enough experienced and skilled staff available to provide care and treatment. People using the service were supported by well trained, capable staff.

There were effective systems in place to help support people to make complaints and raise concerns.

20 September 2012

During a routine inspection

People spoken with during the inspection made some positive comments about their experiences at the hospice. They indicated they were satisfied with the services provided. They told us, 'Its excellent, a very high standard' and 'There are some very nice caring people working here". A relative said, 'It's a nice friendly atmosphere, I can visit anytime'.

People were being treated with dignity and respect. They were being consulted with daily, about their care and treatment. Independence was being encouraged and people were offered various opportunities to make choices and decisions. However we found some practices did not effectively promote consultation and involvement. This meant people's preferences may not have been fully discussed and agreed with them.

People were getting support with healthcare needs and they had ongoing attention from health care professionals. They were being supported sensitively with personal care needs.

People had no concerns about their care and treatment; they told us they felt safe using the service.

People using the service were supported by well trained, capable staff. They told us the staff were, 'Wonderful' and 'All staff are good standard'.

People were being consulted about their experience of service. We found that checks on practices and systems were being carried out and action was being to improve and develop the service.