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Inspection Summary


Overall summary & rating

Good

Updated 15 January 2015

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the provider was meeting the legal requirements and regulations associated with the Health and Social Care Act 2008 and to pilot a new inspection process being introduced by Care Quality Commission (CQC) which looks at the overall quality of the service.

This was an announced inspection. Forty eight hours’ notice was given to the provider. This was because the hospice at home service is a community based service and we wanted to ensure the relevant staff were available to talk with us during our inspection.

Mary Ann Evans hospice provides a day care service for people with life limiting conditions, a hospice at home service for people moving towards the end of their lives, and a service to alleviate the symptoms for people with lymphoedema, a condition which can occur after cancer surgery or radiation therapy.

At the time of our inspection a registered manager was employed at the service. A registered manager is a person who has registered with the Care Quality Commission to manage the service and has the legal responsibility for meeting the requirements of the law; as does the provider.

People who used the hospice and their relatives told us they were happy with the services provided by the hospice. They felt the staff understood their needs and they felt safe.

People’s wishes and preferences were taken into account and recorded in care plans. Risk management procedures were in place to ensure people’s health risks were identified and plans were in place to manage those risks.

Staff demonstrated a good understanding of the needs of people with life limiting illness. They had received good training and support to meet people’s needs.

The organisation worked well with other health and social care providers to ensure people’s needs were met.

There were appropriate policies and procedures in place to support people should they ever have a need to complain or raise concerns. When concerns had been raised, they had been dealt with effectively.

There were systems in place to assess and monitor the quality of support provided for people.

Inspection areas

Safe

Good

Updated 15 January 2015

The service was safe.

People told us they felt staff understood their needs and they felt safe.

Staff were recruited only when all checks necessary to support the safety of people had been completed.

Staff understood safeguarding procedures and knew how to alert the relevant people if there were safeguarding concerns.

Effective

Good

Updated 15 January 2015

The service was effective.

Staff had received training and on-going support to help them provide good quality care.

The service worked well with other health and social care professionals to meet the needs of people they supported.

Caring

Good

Updated 15 January 2015

The service was caring.

People told us staff were caring and kind.

People were actively involved in the decisions about their care and treatment.

We observed people being treated with dignity and respect at all times.

Responsive

Good

Updated 15 January 2015

The service was responsive.

People had their individual needs regularly assessed and consistently met.

Management listened and acted on the views and opinions of people who used the service.

Well-led

Good

Updated 15 January 2015

The service was well-led.

The registered manager and board of directors provided good support to the staff team.

All staff were clear about their roles. They told us there was an open culture at the hospice.

There were appropriate arrangements in place to assess and monitor the quality of the service provided.