Thames Hospice

This location had not been previously rated. We rated it as outstanding because:

• The service had enough staff to care for patients and keep them safe. Staff had training in key skills, had effective and embedded understanding in how to protect patients from abuse, and managed safety well. The service had designed a state-of-the art facility to enhance the care given to patients and their loved ones. 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 collaboratively and used a holistic approach for the benefit of patients, involved and supported patients to make decisions about their care, and had access to good information. Key services were available seven days a week.
• Staff treated patients and their loved ones with compassion and kindness, respected their dignity and privacy, and went above and beyond expectations to meet their individual needs and wishes. Staff were devoted to doing all they could to support the emotional needs of patients, families and carers to minimise their distress. Staff helped patients live every day to the fullest.
• Services were planned and tailored to meet the complex needs of individual people, and the local population, in partnership with the wider health economy. The hospice’s services were delivered flexibly, by a responsive and passionate multidisciplinary team, providing choice and continuity of care for patients, their families and carers. The hospice planned and worked to improve awareness and access to palliative care for hard to reach communities. The service made it easy for people to give feedback. People could access the service when they needed it.
• Leaders ran services effectively using best practice systems and supported staff to develop their skills. Staff understood the service’s vision and values, and these were fully embedded in their working practices. Staff were motivated to provide the best care they could for their patients. There was a shared purpose on improving the quality and sustainability of care and people’s experiences. Staff were proud to work at the service, there was strong collaborative team working and staff felt respected, supported and valued. Staff at all levels were clear about their roles and accountabilities. Leaders operated effective governance processes and used innovative approaches to drive and improve the delivery of high-quality person-centred care. The service engaged well with patients, staff and the local community to plan and manage services. Strategies and plans fully aligned with plans for the wider health economy and leaders demonstrated commitment to system-wide collaboration.