Nottinghamshire Healthcare NHS Foundation Trust

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

This means we looked for evidence that the service involved people and treated them with compassion, kindness, dignity and respect. At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

Patients and carers we spoke with were positive about the care they and their loved ones had received. Patients told us they felt active partners in their care and staff empowered them to be involved in the care and treatment planning. Staff were responsive and available when they needed them. Staff expressed great pride and satisfaction about the work of the team.

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.

Patients and carers we spoke with were positive about the care they and their loved ones had received. However, we were told that day services at Bassetlaw had been reduced over recent months which was disappointing.After the assessment the trust told us whilst provision had been decreased, they had not received any negative feedback from patients or carers, no waiting list was required, and no complaints had been received. It had not been possible to provide a large day service provision, however the sessions that were provided through therapy and counselling were well evaluated and well received.

We saw several examples of written feedback from families regarding the care their loved one had received, they were very complementary of the care and support given by the hospice teams.

We saw patients, and their families were respected and valued as individuals and were empowered as partners in their care.

Patients told us they felt active partners in their care. Staff always empowered them to have a voice and supported them to make decisions about their treatment options. They would recommend the service to others who needed.

Staff told us individual preferences and needs were always reflected in how care was delivered, and this was recorded the patients care plan.

Staff recognised carers needed to have access to, and links with, support networks in the community and they supported people to do this.

Staff actively sought the views of patients and their and families.

Feedback was appreciated, and used in developing the service, for example developing virtual reality interventions.

Staff told us they always took individual likes and needs into consideration, for example place of death preferences within the end-of-life pathway.

Staff told us at Bassetlaw there had been a change in the meal provision for patients from being cooked on site to a system of precooked meals being brought in by an external company. We saw staff had sought regular feedback regarding the change and had received mixed responses with majority of patients not liking the change.

Patients and carers we spoke with told us staff were always responsive and available if they needed them.

All patient care and treatment records we reviewed all held comprehensive information of how to contact the team and other agencies if required.

Medical staffing varied across both hospice sites. Senior medical cover was provided 3 days a week with no junior cover at Bassetlaw hospice, whilst there was senior and junior medical staff available 24 hours a day 7 days per week at John Eastwood hospice.

Staff we spoke with told us local managers always “checked in” with them every day and were always visible and available should they require help and support.

Staff we spoke with expressed great pride and satisfaction about the work of the team.

The service provided a variety of wellbeing and pamper sessions for staff as well as time out days to reflect and refocus.