Springhill Hospice rated as Outstanding by CQC

Following an inspection from the Care Quality Commission, Springhill Hospice has been rated as ‘Outstanding’.

Inspectors visited the local charity in July 2023, where the hospice improved on its previous ‘Good’ rating from December 2016.

Areas rated as outstanding were care and responding to people’s needs, whilst safety, effectiveness and being well-led were rated as being good.

Inspectors said they found “numerous examples” showing how staff “went the extra mile for patients and their care and support exceeded their expectations,” adding that this was identified as “outstanding practice.”

As part of the celebrations, hospice dog Wilson congratulated staff and volunteers by handing out treats, wearing his ‘we are outstanding’ t-shirt.

One of the reasons stated for the Outstanding rating was the “the service was inclusive and responsive in its tailored care to meet the individual and complex needs of its patients.”

Staff “always” treated patients and relatives with compassion and kindness, respected their privacy and dignity, and took account of their individual needs, said the report. People’s emotional and social needs were seen as being as important as their physical needs.

Feedback from patients and those who are close to them was said to be “continually positive” about the way staff treat people.

Emotional support was also provided to patients, families and carers to minimise their distress.

Staff “assessed and monitored patients regularly to see if they were in pain,” and gave pain relief in “a timely way,” supporting those unable to communicate and also monitored the effectiveness of care and treatment.

Staff were also praised for making adjustments for patients’ religious, cultural and other needs, as well as putting “people’s individual needs and preferences central to the delivery of its services” and making “reasonable adjustments to help patients access services.”

They told inspectors that they felt “respected, supported and valued” and were “focused” on the needs of patients receiving care. The report said the service “promoted equality and diversity in daily work, and provided opportunities for career development” as well as having “an open culture where patients, their families and staff could raise concerns without fear.”

 

 

Inspectors said it was “easy for people to give feedback and raise concerns about care received.

“The service treated concerns and complaints seriously, investigated them and shared lessons learned with all staff. The service included patients in the investigation of their complaint.”

Leaders and staff “actively and openly engaged” with patients, staff, equality groups, the public and local organisations to plan and manage services and collaborated with partner organisations to help improve services for patients.

Inspectors noted people were kept safe and staff “removed or minimised risks,” as well as recognising and reporting incidents and near misses, and said when things went wrong, staff apologised and gave patients “honest information and suitable support.”

Managers ensured that actions from patient safety alerts were implemented and monitored.

The service had enough nursing and medical staff “with the right qualifications, skills, training and experience to keep patients safe from avoidable harm and to provide the right care and treatment,” inspectors found, adding that “managers regularly reviewed and adjusted staffing levels and skill mix.”

Staff kept “detailed records” of patients’ care and treatment, which were stored “securely and easily available” to all staff providing care.

Doctors, nurses, and other healthcare professionals worked “together as a team to benefit patients” and “supported each other to provide good care.”

Staff were praised for supporting patients to make informed decisions about their care and treatment. They followed national guidance to gain patients’ consent and “knew how to support patients who lacked capacity to make their own decisions or were experiencing mental ill health.”

Key services were available seven days a week to support timely patient care and patients could also access the specialist palliative care service in a way and at a time when they needed it.

Waiting times from referral to achievement of preferred place of care and death were in line with good practice and there were processes in place to ensure urgent admission and rapid discharge when needed.

Sam Wells, chief executive officer of Springhill Hospice, said: “To receive Outstanding at any time is wonderful, but to receive it after all the challenges thrown at the hospice over the last few years is absolutely incredible, and a testament to every single member of staff and volunteer. It’s a real privilege to be a part of this team and this recognition could not be more well deserved.”

Lesley Mort, chair of the board of trustees, added: “The board is very proud of this achievement by all staff and volunteers at the hospice who have worked so hard and with such dedication to reach this level of performance.

“This result will support our ongoing commitment to deliver the best possible care to our patients and their loved ones in the future.”