Marie Curie Hospice and Community Services Midlands Region

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 people were always treated with kindness, empathy and compassion. We checked that people’s 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 people’s wishes into account and respect their choices, to achieve the best possible outcomes for them.

At our last assessment we rated this key question as outstanding. At this assessment the rating for this key question remains outstanding. This meant people were truly respected and valued as individuals; and empowered as partners in their care in an exceptional service.

We assessed 4 quality statements within caring. Staff consistently treated patients with compassion and kindness, respected their privacy and dignity, and took account of their individual needs. The service treated people as individuals and was exceptional in how they made sure people’s care, support and treatment met people’s needs and preferences. Staff were exceptional in how they listened to and understood people’s needs, views and wishes. They responded to people’s needs and acted to minimise any discomfort, concern or distress. Managers always cared about and promoted the well-being of their staff and was exceptional at supporting and enabling staff to always deliver person-centred care.

This service scored 100 (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 was exceptional at treating people with kindness,empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues with kindness and respect.

Staff consistently treated patients and their families in a very caring way, showing kindness, compassion, dignity, and respect when approaching them or speaking with them, and offering reassurance. The care, and the way it was given to patients and their families empowered them to be partners in their care and support, practically and emotionally, by a distinctive service and exceptional staff team.They were present and available for patients. It was evident in their approach that patients were respected and valued as individuals.

We observed staff interacting with patients in a way that enabled them to ask questions, gain clarity and an understanding of treatment and care. Patients told us that staff always had open and honest conversations about their prognosis even when these conversations were difficult to have.

Staff passionately gave examples of how they responded in a timely and appropriate way when people experience physical pain,discomfort or emotional distress.

Staff took time to interact with patients and those close to them in a respectful and considerate way. Staff and patients we spoke with all told us that staff were able to give time when it was needed. Staff were inspired to offer the best quality care and told us how much they liked working in the service because they were able to give the valued time that individuals needed.

Staff understood and respected the personal, cultural, social, and religious needs of patients and how they may relate to care needs.For example, staff were able to accommodate religious activities such as prayer times for those of Islamic faith. Staff told us they were able to seek support if they were unsure of the cultural needs of any patient.

Staff prided themselves on their kindness, and compassionate approach and built meaningful relationships with patients and their families. Emotional wellbeing support was provided to patients and their families,bereavement drop-in groups could also be attended for support.

The care, and the way it was given to patients and their families empowered them to be partners in their care and support, practically and emotionally, by a distinctive service and exceptional staff team.During the visit we attended with the hospice at home team, we saw how compassionate and caring the staff were to a patient. Three family members told us of the support and advice they had received and how responsive the team were to their concerns. Community nursing staff took time to offer psychological support to patients and their families.

All the patients and their families we spoke with during our inspection gave positive feedback about the care they had received.Relatives told us of the ‘great’ and ‘amazing’ care they had received.

We reviewed the experience of care and support Midlands report for quarter 1 (2025-2026) and the overall experience score was 100% for hospice at home services. When asked what difference receiving Marie Curie or support services had made for a relative, they said; ‘’Absolutely excellent, they were very kind, understanding supportive and just amazing. From the moment they walked into the house they felt so calm and comforting’’.

Staff attitudes and behaviours when interacting with patients showed that they were discreet,respectful and responsive, providing patients with help, emotional support and advice at the time they needed it.A patient who was receiving end of life care said;‘I've never felt like I've had to hold back with the staff, I've laughed freely with them and cried freely. I've asked all sorts of questions; they're just there for you. They've also offered to support my dad and brother and my husband. I can't sing their praises enough’.

Patients said staff treated them well and behaved appropriately towards them.Staff found innovative ways to support patients and those close to them, for example,a patient said,‘’the hospice put activities in place so that we could make memories as a family. We painted each other's hands with our favourite colours and put our handprints on different pillowcases so that they'll have a pillowcase of my hand when I'm no longer around’’. 

The family support team worked holistically with patients, their families and friends of all ages to provide emotional and spiritual support. The team consisted of counsellors, a spiritual care coordinator, art therapist and specialist emotional support volunteers. Most of the groups run by the hospice gave people the opportunity to connect with others going through similar experiences.

The service treated people as individuals and was exceptional in how they made sure people’s care, support and treatment met people’s needs and preferences. The service took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Patients were encouraged to be involved in their care and treatment planning. Their care, support, and treatment was personal to them, and considered any social, cultural, or religious needs. They were seen as individuals with their own needs and preferences.

Staff ensured that patients had access to appropriate spiritual support. The service had a spiritual care coordinator who could bring in faith leaders to perform rights and rituals depending on the culture. Staff received awareness training around what various cultures required when providing basic care after death. There was a spiritual care coordinator,and the team visited patients during their time in the hospice and took time to get to know patients, their relatives and to understand what was most important to them.

The service made adjustments for patients – for example, by ensuring people’s access to premises and by meeting patients’ specific communication needs.The service had a ‘men’s shed’ to support men who were either grieving, caring for someone who was dying or living with a terminal illness. Through peer support, men provided therapy to each other.

Staff were aware of the changing emotional demands of patients and those close to them. Staff demonstrated their awareness of the changing psycho-spiritual distress to patients as health conditions changed. The staff team worked together to find ways to be ready to manage and support individuals in such circumstances.

Staff talked with patients,families and carers in a way they could understand, using communication aids where necessary. Staff were aware of how to refer into the local assisted technology team to support patients with communication needs.We spoke with 2 relatives who said they were treated like ‘extended family’ and everything directed towards the care of their relative was faultless.

Staff ensured that patients could obtain information on treatments, local services, patients’ rights, how to complain and so on. Staff made information leaflets available in languages spoken by patients.Managers ensured that staff and patients had easy access to interpreters and/or signers.

The service had a quiet room which offered a peaceful space on the ward for anyone who wished to use it. The room was available for reflection, quiet time, meditation and prayer at any time of day or night.People could use the memory book or message board to express their thoughts, wishes or prayers, or place a pebble or heart stone in the pebble pool for themselves or a loved one. Religious texts and artefacts were available for those who needed them. Prayer mats were available for people who needed them.

Patients’ needs were recognised and respected, including, personal, cultural,social and religious needs. Person centred care planning ensured that care was personal to the patient. There were processes in place to support patients with their needs.

We did not look at Independence, choice and control during this assessment. The score for this quality statement is based on the previous rating for Caring.

The service was exceptional in how they listened to and understood people’s needs,views and wishes. Staff responded to people’s needs and acted to minimise any discomfort, concern or distress.

People who used services and those close to them were active partners in their care. Staff were fully committed to working in partnership with people and making this a reality for each person. Staff empowered people who used the service to have a voice about their care and treatment and to realise their potential by encouraging small daily achievements.

The therapy team supported patients with discharge planning after symptom management, educated them and their relatives on how to use new equipment such as changing bed positions from lying to sitting and helped with rehabilitating people who had been off their feet.

People’s needs, views, wishes and comfort was a priority and staff quickly anticipated these to avoid any preventable discomfort, concern or distress. The family support team provided pre and post bereavement counselling support for patients and families including counselling for children aged 5 and above.  

Patients gave positive feedback about the service. A patient said; ‘It was a lovely place for the children to visit me. In fact, they loved coming to the hospice. They were given ice lollies and we would sit out in the gardens –it's like a five-star hotel! I'm a real nature lover and to have that connection to the outdoors is such a huge benefit. The fresh air and sunlight were so healing’.

Staff were aware of and dealt with any specific risk issues, such as falls or pressure ulcers and care was planned for these accordingly.

Staff identified and responded to changing risks to patients. There was a therapy team which offered complementary therapy such as acupuncture group sessions. This was a 4-week course for a small group of up to 10 participants who met once a week in the rehab room. The group sessions were open to anyone with a progressive life-limiting illness, experiencing symptoms such as anxiety, pain or low mood.

The service had a creative art drop-in group. Sessions occurred every Monday and these were led by art therapists. The sessions explored different forms of art making and creativity offering a safe and supportive space that offered people therapeutic experience. These sessions helped people express their emotions around death and dying.

The service facilitated the Daff Cafe Crafternoon group which took place every Tuesday morning and Thursday afternoon and was open to palliative patients, partners, carers, those who had been bereaved and known to Marie Curie or Macmillan. The café gave people a chance to meet up with others over refreshments and provided them with the opportunity to meet and socialise in an informal setting to make friends and gain social support. We spoke with 3 relatives and a patient who told us they found the group quite useful. A relative who had recently been bereaved told us attending the group meant they did not feel socially isolated after losing their long-term partner. Attending the group gave them a chance to meet new people, learn a new hobby or share their hobby with others whilst gaining support within the safety of the group.

The therapy team offered pamper facial sessions which were calming treatments aimed to gently rejuvenate the skin on the face and help patients to feel relaxed.

Occupational therapists and a volunteer ran a 6-week relaxation program. This was a safe space where people were coached through a different method of relaxation each week. Using relaxation techniques helped to restore a sense of control over wellbeing and improved symptoms such as anxiety, pain and shortness of breath, restlessness and difficulty sleeping. The group aimed to help patients to find a technique that calmed the mind and promote feelings of relaxation.

The evidence showed an exceptional standard. The service always cared about and promoted the wellbeing of their staff and was exceptional at supporting and enabling staff to always deliver person-centred care.

Leaders promoted the wellbeing of their staff to enable them to deliver excellent quality person-centred care.They had access to support for their own physical and emotional health needs.A health and well-being hub was available to provide staff with support,resources and information to help them maintain good mental, physical and financial health and well-being.

Staff felt positive and proud about working for the provider and their team.Staff told us it was an emotionally hard place to work in especially as the hospice was currently caring for younger patients. The spiritual care team ran drop-in counselling sessions to support staff deal with bereavement.

Staff felt respected,supported and valued.Marie Curie's employee assisted programme provided free, confidential help and resources to support staff physical,mental and financial health and wellbeing.

A mental wellbeing app was available for staff to use and offered guided meditations, sleep improvement programmes, plus hundreds of other activities such as support with managing anxiety, pregnancy, parenting and improving mood.

Marie Curie hospice had a smart dental app which provided dentist chat helpline including signposting and clinic referrals. This was free to all employees.

Staff appraisals included conversations about career development and how it could be supported.A resilience-based supervision (RBS) was available to all staff members. This could either take place in groups or could be given on a one-to-one basis. Sessions generally lasted 1 hour and could be booked by email. RBS is a form of restorative supervision which focuses on the 'emotional systems motivating the response to a situation' and includes elements of mindfulness-based exercises with a view to enhancing wellbeing, resilience and improving care.

Marie Curie hospice had a mental health first aid team who had been formally trained and accredited to administer mental health first aid at Marie Curie and in the wider community.Staff could either contact them directly or through their line manager.

The service had a lone worker project caring service which provided personal safety alarms to higher risk staff who were out and about to keep them safe as lone workers.Staff also received personal safety training and an updated lone working guidance.

The place-based hospice staff survey results demonstrated high levels of engagement from both clinical and non-clinical members of the Marie Curie Midlands workforce and above expected national Marie Curie benchmarking across all areas of the survey.The November 2024 survey results revealed a score of 8.3 out of 10 staff would recommend Marie Curie as a place to work which was better than the national benchmark of 7.8.