The Cottage Hospice

Updated 27 September 2021

The Cottage Hospice is operated by Hospice in the Weald. It is a local charity providing an emergency support care service for individuals diagnosed with a terminal illness who are at the end of their life and require non-complex care needs. The service serves the communities of West Kent and East Sussex. This location offers people and those important to them an alternative option when deciding their preferred place of care and death. Unlike traditional hospice models, the model at The Cottage Hospice is unique; the family caregiver stays in the hospice with the patient throughout a patient’s stay. The family caregiver has the freedom of leaving the hospice to attend to their personal needs with peace of mind that hospice staff are available to care for their loved one. The service uses the term “family caregiver” to describe the people who will be caring for their loved ones in The Cottage Hospice. Trained staff that includes nurses, nursing assistants and volunteers provide support to the patient and the family caregiver.

The service focuses on the family caregiver providing end of life care to their loved one. The hospice provides emergency carer support in one type of setting: a 10-bedded “home from home stay” unit. The service is available 24 hours a day, seven days a week. Staff and the family caregiver provide care and support to patients with non-complex symptoms at the end of life.

All 10 suites are spacious and fully equipped; each with an electronic bed and pressure relieving mattress, a walk-in bathroom, storage, a tea/coffee making facility, a fridge and a table with seating for two. Each suite also has a smart television and an electronic tablet with free WiFi connectivity. All suites have access to a private covered balcony through a ceiling-to-floor sliding glass door, with a table and seating for two. The environment enables patients to keep their family close to them and as comfortable as possible. Family members and those important to the patient are encouraged and supported to provide the care.

In each suite, there is a second bed or a sofa bed, and there are also two guest rooms available for additional visitors.

The location is registered to provide the following regulated activities:

• Treatment of disease, disorder or injury.

A registered manager is a person who has registered with the Care Quality Commission to manage the service. They have legal responsibility for meeting the requirements set out in the Health and Social Care Act 2008. The hospice had made a valid registered manager application to CQC, and the applicant is awaiting formal interview and registration. The applicant also held the role of the hospice care director.

This location registered with the Care Quality Commission in December 2019 and this is its first inspection.

Updated 27 September 2021

We rated this location as outstanding because:

• The service had enough staff to care for patients and keep them safe. Staff had training in key skills, understood how to protect patients from abuse, and managed safety well. The service controlled infection risk well. Staff assessed risks to patients, acted on them and kept good care records. They managed medicines well. The service managed safety incidents well and learned lessons from them. Staff collected safety information and used it to improve the service.
• Staff provided good care and treatment, gave patients enough to eat and drink, and gave them pain relief when they needed it. Managers monitored the effectiveness of the service and made sure staff were competent. Staff worked well together for the benefit of patients, advised them on how to lead healthier lives, supported them to make decisions about their care, and had access to good information. Key services were available seven days a week.
• People were truly respected and valued as individuals and were empowered as partners in their care. Staff fully involved people and treated them with compassion and kindness, respected their privacy and dignity, took account of their individual needs, and helped them understand their conditions. They provided emotional support to patients, families and carers.
• The service tailored planned care to meet the needs of individual people, took account of patients’ individual needs, and made it easy for people to give feedback. People received care in a way that was flexible, offered choice and continuity. People could access the service when they needed it and did not have to wait too long for treatment.
• The leadership, governance and culture were used to drive and improve the delivery of high-quality person-centred care. Leaders ran services well using reliable information systems and supported staff to develop their skills. Staff understood the service’s vision and values, and how to apply them in their work. Staff felt respected, supported and valued. They were focused on the needs of patients receiving care. Staff were clear about their roles and accountabilities. The service engaged well with patients and the community to plan and manage services and all staff were committed to improving services continually.

Updated 27 September 2021

We rated this service as outstanding because:

See overall summary for details.