St Rocco's 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

At our last assessment we rated this key question good. At this assessment the rating has remained good.

The service provided joined-up, flexible care that supported choice and continuity, working closely with local trusts, GPs, and community nursing teams. Referrals were risk-assessed to prioritise urgent needs, and discharge planning involved patients and families early on. Feedback and complaints processes were clear and accessible, with no formal complaints in the past year.

This meant people’s needs were met through good organisation and delivery.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We did not look at Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We scored the service as 3. The evidence showed a good standard. The service understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

The hospice worked with the local trust, community nursing and general practitioners (GPs) to ensure continuity of care was provided for people, including when people moved between different services.

People could access the hospice when they needed it and received the right care promptly and the hospice had provisions in place to risk assess referrals to allow emergency admissions to services to be prioritised. Potential discharge plans were discussed with patients and their loved ones early on to ensure their needs and preferences were considered.

Managers and senior care staff monitored waiting lists and had processes to prioritise urgent referrals.

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

We scored the service as 3. The evidence showed a good standard. The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result.

The hospice had policies in place for complaints, concerns and duty of candour. Staff received training including customer care.

The service had a leaflet for patients and visitors on how to make a complaint or raise a concern in the service.

Managers had processes in place to investigate complaints and monitor these for themes and trends. The service did not receive any formal complaints in the 12 months prior to our inspection and leaders told us that they had received 2 concerns in that time that had been responded to.

Complaints would be escalated to board level and trustees who would discuss trends in complaints and incidents to use them to inform strategic decisions.

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

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.