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St Ann's Hospice Little Hulton Outstanding

Inspection Summary


Overall summary & rating

Outstanding

Updated 7 January 2017

This inspection took place on 19 and 20 October 2016 and we provided 48 hours’ notice of our visit to ensure the registered manager would be available to facilitate our inspection. The service was last inspected in December 2013 and was found to be meeting all the regulations we reviewed at that time.

St Ann's Hospice is situated in the Little Hulton area of Salford, Greater Manchester and is registered as a charity. The hospice provides palliative and supportive care services to people with life limiting illnesses. Services provided include Hospice at Home, day therapy, inpatient care and a CSPCT (Community Specialist Palliative Care Team). An extensive garden area is available for the benefit of patients and visitors. Off street car parking is available and the location is well served by public transport routes.

St Ann’s Hospice is registered with the Care Quality Commission (CQC) to provide care for up to 18 people on the inpatient unit. At the time of our inspection there were 12 people being cared for on the inpatient Unit and approximately 250 people receiving care and support in the community. Of these 250 people, the manager told us that provision of personal care was limited.

There was a registered manager employed at the time of the inspection. 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.

People told us they felt safe when accessing services provided by the hospice. People who used the hospice told us staff would not hesitate to go the extra mile when caring for them. We saw the importance staff at the hospice placed on supporting families and carers of people with life- limiting illnesses in order to improve the well-being of all concerned. This included the provision of carer and bereavement support, complementary therapies and counselling.

Staff treated people with sensitivity, dignity and respect. People's emotional and spiritual needs were met by staff who were knowledgeable and confident to care for and comfort them. Families and those that mattered to the person were supported to spend quality time with them.

All staff had received training in safeguarding adults. In addition the hospice had developed a culture in which staff were supported to report any concerns, no matter how small, to senior staff.

There were sufficient numbers of staff available to provide tailored, individual support to people, both in the hospice and in the community. Staff and volunteers had been safely recruited, such as ensuring DBS (Disclosure Barring Service Checks) were in place.

People received excellent care, based on best practice from an experienced and consistent staff team. Staff were supported through training to develop the knowledge, skills and confidence to be able to meet people's needs in an individualised manner.

All staff and volunteers completed a comprehensive induction programme. Staff were expected to complete online training to demonstrate knowledge in all the topics covered. A comprehensive training programme was also in place to help ensure staff had the skills they required to communicate effectively with people who used the hospice, families and professionals.

Good systems were in place to ensure the safe handling of medicines. People were cared for in a safe, secure and clean environment. People were protected because risks were identified and managed. The risks of cross infection for people were reduced through training for staff and robust infection control procedures. There were high quality fixtures and fittings throughout the building, ensuring people’s comfort and privacy was catered for.

People had access to high quality food and their nutritional and hydration needs were met by excellent catering s

Inspection areas

Safe

Good

Updated 7 January 2017

The service was safe.

People said they felt safe at the hospice, with staff having a good understanding about how to report safeguarding concerns.

We found medication was handled safely.

The premises were clean with appropriate systems in place to reduce the spread of infections.

Effective

Good

Updated 7 January 2017

The service was effective.

People said staff were well trained and had good skills.

Staff had access to a wide range of training and received appropriate supervision.

People at the hospice told us about the high standard of food and drink available.

Caring

Outstanding

Updated 7 January 2017

The service was exceptionally caring.

People and relatives described the care as outstanding and told us staff were exceptionally kind, caring and compassionate.

The ethos of care was person-centred and valued each person as an individual. Due to the training they received, staff were exceptionally skilled at helping people to express their views and communicated with them in sensitive and caring manner.

People received care and treatment which enabled them to have a dignified and pain free death. Families and those that mattered to the person were supported to spend quality time with them. Relatives were also able to access bereavement support following their family member’s death.

Responsive

Outstanding

Updated 7 January 2017

The service was highly responsive to people’s needs.

People received care that was exceptionally personalised to their individual needs, wishes and requests. Staff worked in partnership with people to develop care plans which enabled them, as far as possible, to fulfil their wishes and goals. Staff were willing to go the extra mile to ensure people received the care and support they wanted at the end of their life.

The hospice was proactive in reaching out to communities who did not traditionally access their services. Innovative methods had been used to inform the local population about the services provided at the hospice in an effort to dispel myths and encourage people to access the support available to them.

People were encouraged to provide feedback about the care they received from the hospice. Records we looked at showed that complaints had been fully investigated. Robust systems were in place to share lessons learned from complaints with staff and ensure any required changes in practice took place.

Well-led

Outstanding

Updated 7 January 2017

The service was extremely well-led.

There was a registered manager in place. People and staff told us the quality of leadership in the service was outstanding. The leadership team promoted an open and positive culture that placed people and staff at the centre of the service.

The leadership team promoted strong values of person-centred care and worked in partnership with other organisations to provide high quality, evidence based end of life care for the local population.

The hospice had a range of robust monitoring systems in place in order to review the quality of people's care and the environment. There was a clear commitment to on-going service improvement throughout the hospice.