Saint Catherine's - Scarborough

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

We looked for evidence that patients were always treated with kindness, empathy and compassion. We checked that patients’ privacy and dignity was respected, that they understood that they and their experience of how they were treated and supported mattered. We also looked for evidence that every effort was made to take patients’ wishes into account and respect their choices, to achieve the best possible outcomes for them.

At our last assessment we rated this key question good. At this assessment the rating remained good. This means patients felt supported, cared for and treated with dignity and respect.

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.

The service always treated patients with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

The atmosphere of the service was friendly and inviting and we witnessed only person-centred care. Each person had their own individual room with an en-suite and space within the room to move around and receive visitors. Each room had access to outside space as they were all on the ground floor.

Patients and staff were treated with kindness and compassion, and we saw positive interactions taking place. Staff said leaders were visible in all areas of the service, which enabled them to oversee some of the staff interactions with patients, carers and partners.

Patients and carers said staff responded to their needs quickly and efficiently. We were told staff respected their privacy and dignity.

Leaders said they had ensured that there was a care plan in place in everyone’s care record to note patients’ individual wishes. The 4 patient records we reviewed confirmed individualised care plans were in place for patients using the service.

We observed person centered care between staff and patient and carer and also staff to staff and leaders to staff. Staff were observed speaking to carers and answering all their questions with compassion. Staff were observed talking to each other with respect, ensuing people’s privacy and dignity were maintained.

The service treated patients as individuals and made sure patient’s care, support and treatment met patients’ needs and preferences. Staff took account of patients’ strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Patients and carers said staff communicated with them well and they felt they were treated as individuals. We observed staff treat patients as individuals. The inpatient rooms were all decorated well, and we saw evidence of special events that had been held in the rooms. Each room had an ensuite so that patients did not have to share a bathroom.

The sanctuary room catered for all personal, cultural and religious needs. Staff provided examples of the religious support people had received. The support included three baptisms and chapel services. The information identified that people were supported, and their wishes granted

Saint Catherines hospice adapted care holistically to account for a patient's protected characteristics by delivering personalised, inclusive, and equitable care that respected the unique needs of the individual. Patients’ wishes, communication needs and preferences at end of life were recorded in their care records; patients said they were given time to discuss any issues with the staff.

Staff had completed Equality, Diversity and Inclusion training and were able to explain how they considered any protected characterises when they assessed patients.

We were approached by a visiting group who praised the hospice and said their visit had been brilliant. The group said this visit and the staff had put their minds at rest about what a hospice was like.

Staff described the assessment processes for patients who received care and treatment from the service. This assessment commenced once the person was referred to the service and included their personal history, background and goals.

Kitchen staff described how they provided appropriate dietary options for the patients. We observed snack, treats and drinks available on the inpatient area.

The service promoted patients’ independence, so patients knew their rights and had choice and control over their own care, treatment and wellbeing.

Patients were involved in planning their care and supported in the choices they made. Staff asked and listened to patients’ preferences on a daily basis which supported patients to have choice and control of their daily care. Staff described the close relationships they had with patients using the service and their carer’s. We reviewed 4 patients’ care plans which showed details of patients’ daily needs, preferences and their wishes.

The hospice open-visiting policy meant visitors could visit at any time. Visitor preferences were recorded within the person’s care plan.

Complementary therapies were used alongside conventional medical, nursing and allied health professional treatments, to help improve wellbeing and promote relaxation.

The hospice wellbeing activity tracker identified the type of support and activities offered to patients, for example, health wellbeing days, bathing support, digital champions, bereavement support.

Patients, family and carers were encouraged to give feedback through the ‘Your Experience Matters’ initiative.

The Public Feedback Group (PFG) was comprised of community volunteers to capture a wide range of experiences and needs. Meetings were held quarterly.

The service listened to and understood patients’ needs, views and wishes. Staff responded to patients’ needs in the moment and acted to minimise any discomfort, concern or distress.

The hospice has taken part in a research project REN 1 and 2. The REN project involved setting up a community of people ready to engage with research with underrepresented groups. The second phase of REN had commenced and was about returning to the community to maintain links with the groups previously spoken with and feedback on developments within Saint Catherine’s.

The use of mobile vehicles ‘Pods’ have ensured support was provided in rural, remote and hard to reach communities.

Following an accessibility review from the local NHS Trust Accessibility lead, an additional hearing loop was purchased for the main reception and education areas.

Specialist Palliative Care Counsellors were available to support patients, family members and carers with any of the challenges that arise.

The Pastoral Care Coordinator was supported by volunteers and had connections with local faith leaders. She led the Pause for Thought services at the hospice, the annual Service of Remembrance and Light up a Life services in the community.

Meditation and mindfulness practices were offered to manage anxiety and difficult thoughts. A meditation toolbox could be provided which guided the person through the process with different meditations.

For a trial period a visual interactive unit was on loan which projected images onto different surfaces, including patient’s beds so they may play games or look at different scenery whilst lying in bed or sitting in different areas of the hospice.

Patients sometimes bought their own documentation, for example, ‘This Is Me’ or a ‘Hospital Passport.’ These documents included information about the individual’s current communication/disability and sensory needs. This information was used when planning the person’s care and support.

Patients said that staff responded to their needs in a timely manner. Staff showed us how they responded quickly and prioritised patients’ discomfort, concerns or distress. For example, staff showed us how they assessed patients’ pain to ensure that any increase in medication was timely.

We observed that, call bells were in reach however, on two occasions, staff did not respond in a timely way to call bells.

The service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff we spoke with said that they felt safe and supported to stay safe at work. Staff said that the leaders were generally visible. The senior management team practiced an open-door policy, and staff could attend regular drop-in sessions.

Leaders described the systems and processes in place to support staff, for example Occupational Health, Employee Assistance Programme and flexible working.

To support mental and emotional wellbeing, a range of holistic options such as Reiki, sound baths, Pilates, Anxiety management and Neuro Linguistic Programming, a self-help approach could be accessed by staff.

Staff awareness days to help structure their wellbeing were offered throughout the year, for example in May some topics included Skin Cancer Awareness Month, Mental Health Awareness Week and Dementia Action Week. These awareness days updated staff in these areas to include in the care they provided.

Staff could access wellbeing programmes which included: free Reiki, mindfulness, complementary therapies, Pilates and counselling. Staff awareness days to help structure their wellbeing were offered throughout the year, for example in December the topics included National Grief Awareness Week, International Day of Persons with Disabilities and Christmas Jumper Day.

Leaders said that awards were given to staff to recognise good work.

Staff nutritional needs were supported as staff could access food whilst on shift.

Should a volunteer agree to lone working the volunteer’s handbook advised to ensure their volunteer support or supervisor had authorised the action and a support system was in place.

Staff who worked alone had lone working devices.