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Inspection Summary

Overall summary & rating


Updated 3 August 2016

St Teresa’s Hospice provides in-patient care, a hospice at home service and a day hospice from one site. The day hospice services comprise disease-specific clinics and the hospice’s bespoke “Choices” programme (a nursing assessment, rehabilitation and social model). The Hospice at Home (planned) service is part of the community provision, which also incorporates a Rapid Response (unplanned) service to respond to patient or carer crisis and prevent unnecessary hospital admissions.

The Family Support Team is comprised of social workers and person-centred counsellors, offering patient and family support. The complementary therapies offered to patients and carers include aromatherapy massage, acupuncture and reflexology. The hospice has an Education Department, focussed on workforce development and spreading the hospice ethos. The hospice’s income generation team is based on site and all of the hospice’s services are supported by a dedicated team of almost 400 volunteers.

There were six people using the inpatient service on the day of our visit and approximately 16 people attending the day hospice facility. The Rapid Response team had an active caseload of eight people on the day of our visit.”

The care provided by the hospice is for people that live in the Darlington, South Durham and North Yorkshire areas. The service is a registered charity with a board of trustees. Day to day the service is run by a senior management team drawn from all departments within the hospice.

There was a registered manager employed for this service. 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. The registered manager was very experienced after being employed by the hospice for several years.

People and their families told us that staff were extremely caring , compassionate and listened to them. People we spoke with who received personal care felt the staff were knowledgeable, skilled and their care and support package met their needs not just in terms of physical care but also in relation to their emotional support. . Staff confirmed that they were not rushed and had time to provide the care people expected. People told us about the excellent care they received. People and professionals spoke very highly of the complementary therapies that were available to both people who used the service and relatives. The hospice provided excellent family support, counselling and bereavement support which people told us made a massive impact to their lives.

The staff undertook the management of medicines safely and in line with people’s care plans. The service had health and safety related procedures, including systems for reporting and recording accidents and incidents. The care records we looked at included risk assessments, which had been completed to identify any risks associated with delivering the person’s care and their environment. The hospice environment was well maintained and there were regular checks on safety and equipment.

People were protected by the service’s approach to safeguarding and whistle blowing. People who used the service told us that they were safe, could raise concerns if they needed to and were listened to by staff. Staff were aware of safeguarding procedures, could describe what they would do if they thought somebody was being mistreated and said that management listened and acted on staff feedback.

Staff recruitment processes were followed with the appropriate checks being carried out. There were sufficient staff on duty to meet people’s needs and the service had a team of volunteers who provided additional support. The hospice had a bank of staff who they could contact if they needed additional staff.

The service had an electronic

Inspection areas



Updated 3 August 2016

The service was safe.

Checks of the building and equipment were completed to make sure it was safe.

Staff we spoke with could explain indicators of abuse and the action they would take to ensure people’s safety was maintained. This meant there were systems in place to protect people from the risk of harm and abuse.

On the day of our visit we saw staffing numbers and skills mix were sufficient to provide a good level of care to keep people safe. Robust recruitment procedures were in place to make sure staff were suitable to work with vulnerable adults.



Updated 3 August 2016

The service was effective.

People’s healthcare needs were carefully monitored and discussed with people who used the service and their family members.

Staff told us they felt supported by the service and they received clinical supervision.

Staff of all levels had access to on-going training to meet the individual and diverse needs of the people they supported. Staff were trained to provide the specialist care people required.

People were assessed to identify risks associated with poor nutrition and hydration and spoke highly about the quality and choice of food.



Updated 3 August 2016

The service was caring.

People told us that staff were kind and compassionate at all times and treated everyone with dignity and respect.

The service provided emotional support to people, their family and friends via a team of dedicated social workers, counsellors, nurses and healthcare staff on an ongoing basis.

People were supported spiritually. People were encouraged and supported to make decisions about their care and given time to make their own choices; this included their end of life care.



Updated 3 August 2016

The service was responsive.

People told us they felt confident to express any concerns or complaints about the service they received.

People and their families were fully involved in assessing their needs and planning how their care should be given.

Staff delivered people’s care in a person-centred way, treating them as individuals and encouraging them to make choices about their daily lives.



Updated 3 August 2016

The service was well led.

The management team gave strong and effective leadership and provided a clear strategy for the development of the service.

There were clear management structures and lines of accountability. Staff told us the service was well managed, that they were treated with respect and were actively involved in decision-making.

Systems were in place to monitor the quality of the service provided to ensure the service was run in the best interest of people.