Contents
Part 1: Statement of Quality
Statement on Quality from the Chief Executive Officer..................................
1
Statement on Quality from the Board of Trustees.........................................
3
Part 2: Priorities for Improvement
Introduction.....................................................................................................
5
Priorities for Improvement during 2015/16.....................................................
6
Priorities for Improvement achieved during 2014/15......................................
9
Review of Services........................................................................................
12
Financial Considerations...............................................................................
12
Participation in Clinical Audits.......................................................................
12
Participation in Clinical Research..................................................................
13
CQUIN Framework........................................................................................
13
Registration with the Care Quality Commission.............................................
13
Data Quality...................................................................................................
13
Clinical Coding Error Rate.............................................................................
13
Information Governance Toolkit.....................................................................
14
Part 3: Review of Quality Performance
Minimum Data Set Activity.............................................................................
14
Complaints.....................................................................................................
17
Compliments and Safety Information.............................................................
18
Local Audits...................................................................................................
19
Other Quality Initiatives..................................................................................
20
Statements from External Stakeholders........................................................
22
How to Provide Feedback..............................................................................
23
Part 1: Statement on Quality
Statement on Quality from the Chief Executive Officer
I am delighted to present this Quality Account for St Clare Hospice. As an
organisation we are continually striving to ensure we learn, encompass and embrace
ideas and feedback from all of those patients and families who use St Clare services
and from our staff and volunteers who work within our organisation. It is through
listening, learning and being responsive to change that enables and drives us to
provide quality driven and individualised services to the community of West Essex
and the borders of East Hertfordshire. Quality is at the forefront of all we do here, in
every aspect of our operational and strategic work.
Year on year we continue to develop St Clare for the local community building upon
our solid foundations and by adopting an approach that is forward thinking,
responsive and flexible. The national and local health and social care environment is
changing at such a fast pace, it is so important to work together, to drive
improvement, to ensure maximum efficiency, but most of all deliver and demonstrate
quality services without duplication and complication for the patient and their family;
the very people who must be kept at the heart of all we do.
We have continued to work collaboratively with a wide range of stakeholders in order
to deliver the best quality services, sharing knowledge, experience and resources for
the benefit of local people. Most importantly we actively engage the users of our
services, gaining an enormous amount of positive and constructive feedback on how
we can shape our services for the future.
Our clinical services have experienced rapid growth and development over the past
12 months, with our Hospice at Home and Community services seeing many more
patients. The individualised care has supported patients and given them choice of
where they wish to be cared for, and where they may choose to die. It has been a
pleasure and huge privilege to work with our NHS and social care colleagues to
develop these services giving people access to 24 hour end of life care in their own
homes at such a vulnerable time in their lives. There is still so much more for us all
to do, but with relationships strong, and everyone keeping the patient and family at
Page | 1
the heart of all we do I feel confident the next 12 months will offer us even more
opportunity to care for more patients and families within our community.
This Quality Account is a product of a team’s hard work, their commitment in
delivering quality care and developing services with the people they care for. I am
pleased to present this Quality Account for 2014/15 and to the best of my knowledge
the information contained therein is accurate.
Tanya Curry
Chief Executive
Page | 2
Statement on Quality from the Board of Trustees
During the course of this year, I’m delighted to report that St Clare has continued to
develop services for people living in West Essex and East Hertfordshire. The growth
of the Hospice is wonderful to see. As we come to the end of the second year of our
five year strategy, when I reflect on the amount of work and development that has
taken place to date it really is quite breathtaking.
From developing new services and expanding our reach, to investing in teams to
develop and support our staff and volunteers, to improving the environment, we are
entering into our 25th year with strength and readiness for the challenges and
excitement I am sure the future will bring.
Supporting patients and families during one of the most critical times of their lives will
always be our focus; ensuring excellent patient experience and providing a choice
for patients of where they wish to be cared for – be it here at the Hospice or in their
own homes. It is wonderful that through all of our clinical services patients have
choice and that care is tailored to the individual and family over a 24 hour period,
365 days per year. St Clare is truly able to support patients and their families when
they need it most and in a place of their choice.
Along with providing quality driven and individualised care, one of the key
achievements during the year has been the investment we have made into
‘Organisational Development’. We have been very mindful to ensure we have the
right professionals in the right roles at all times. We wish to develop, support and
nurture our staff, allow clinical staff to undertake the jobs they are trained to do and
which they are clearly passionate about, whilst bringing in experts in people
development, education and data collection allowing us to grow and learn, along with
meeting all of our governance and contractual requirements.
As Trustees, we wish to ensure that the Hospice operates in a safe and professional
manner in all areas of its work. We never stop developing our data collection,
reporting and governance structures, which I believe is demonstrated throughout the
course of this Quality Account. This enables us to use the information positively to
learn, develop and improve, striving for excellence in all that St Clare does.
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The team has worked hard throughout the year building relationships with a wide
range of stakeholders. This is allowing St Clare to participate in, and indeed lead, a
number of forums and discussions imparting and sharing their knowledge and
expertise on end of life care to support more people and build even stronger working
relationships with colleagues.
As Chairman of the Board I am pleased to support this Quality Account.
Patrick Foster
Chairman
Page | 4
Part 2 - Priorities for improvement
Introduction
This Quality Account demonstrates St Clare’s on-going commitment to delivering
skilled and compassionate specialist palliative care for our local community. It also
reflects our vision to ensure that people with life limiting illnesses have timely access
to skilled compassionate and sensitive care. We will support patients and their
families to maintain dignity and quality of life by providing exceptional care in a place
of their choice. As a centre of excellence we will continue to lead in the development
of specialist palliative care services for the population of West Essex and East and
North Hertfordshire.
Our values are fundamental to the delivery of specialist palliative care and underpin
everything we do:
Care:
We treat patients and families the way we want to be treated – with
kindness, compassion and respect
Teamwork:
We value the unique contribution that all our staff and volunteers make
in the delivery of excellent care for our local community
Quality:
We are passionate in our pursuit of excellence and dedicate ourselves
to achieving the highest standard in all aspects of our work
Integrity:
We are honest and ethical in everything we do and accept the
responsibility for the trust placed in us
The priorities for quality improvement identified for 2015/16 are set out below and
impact directly on each of the three domains of quality; patient safety, clinical
effectiveness and patient and family experience.
Page | 5
Priorities for improvement – 2015/16
At St Clare Hospice we continually review our services and seek to improve and
develop them. Clinical and support teams are fundamental to the delivery of our
strategy and business plans. This is achieved through effective communication
between front line teams and the Hospice Leadership Team and Board of Trustees.
The Hospice will monitor our achievements in respect of the following priorities by
reporting progress through our Clinical Governance Group, Risk Management
Group, Clinical Governance Committee, Audit Committee and, ultimately, through
the Board of Trustees
Patient Safety
Priority
How Identified
How Achieved
Monitoring
Implement an
CCG KPI
Training
Clinical Governance
Infection Prevention
Regular KPI
Working Group
and Control
auditing
Quarterly CCG
programme
meetings
Revise the mandatory
Hospice Strategy
Review by Head
Clinical Governance
training programme
CQC outcomes
of Education and
Working Group
Training
Management Group
Directors Team Board
of Trustees
Introduce Nurse
NMC
Review by HR
Revalidation
Clinical Governance
Working Group
Quarterly CCG
meetings
Quarterly HR meetings
Revise our comfort
charts for inpatients
CQC outcomes
IPU manager
Clinical Directorate
Meetings
Page | 6
Clinical Effectiveness
Priority
How Identified
How Achieved
Monitoring
Expand our Hospice at
Hospice at Home
Monitor KPI
Clinical Governance
Home to include a night
business plan
Working Group
service
Hospice Strategy
Quarterly CCG
meetings
Directors Team
Revise our mandatory
Hospice Strategy
Review by Head of
Clinical Governance
training programme
CQC outcomes
Education and
Working Group
Training
Management Group
Directors Team
Board of Trustees
Embed the ESAS tool in
CQC outcomes
Holistic notes audit
clinical teams
Clinical Governance
Working Group
Quarterly CCG
meetings
Introduce a nutrition
CQC outcomes
Holistic notes audit
assessment tool
Clinical Governance
Working Group
Quarterly CCG
meetings
Introduce clinical
Hospice Strategy
Clinical
Clinical Directorate
supervision for clinical
CQC outcomes
Supervision Co-
Meetings
staff
ordinator
Introduce reflection for
Hospice Strategy
Clinical Directorate
non-clinical staff
CQC outcomes
Meetings
interacting with patients
Review of our staff
Hospice Strategy
Review by Head of
Director of
appraisal system to
Education and
Organisational
ensure they are aligned
Training
Development
Review by Head of
Director of
Quality and Audit
Organisational
to Hospice Strategy
Review of the Quality
Improvement
Framework
Hospice Strategy
Development
Page | 7
Patient and Family Experience
Priority
How Identified
Review and revise
CQC outcomes
How Achieved
Monitoring
Clinical Governance
feedback forms
Working Group
Quarterly CCG
meetings
Directors Team
Revise our mandatory
Hospice Strategy
Review by Head
Clinical Governance
training programme
CQC outcomes
of Education and
Working Group
Training
Management Group
Directors Team
Board of Trustees
Facilitate critical
CQUIN
Monitor KPI
incident meetings at
Clinical Governance
Working Group
PAH
Undertake an out of
Hospice Strategy
hours bereavement
CQC outcomes
Service Manager
Clinical Directorate
Meetings
pilot project
Development of a Youth Hospice Strategy
Volunteers
Director of
Involvement Initiative
Manager
Organisational
Development
Undertake a Leadership
Hospice Strategy
Director of
Development
Organisational
Programme
Development
Directors Team
Page | 8
Priorities for improvement – 2014/15
The aim of the Quality Account is to not only set future priority improvements but to
also evidence achievements on priorities for improvement from the previous year.
In last year’s report we set out priorities for improvements for our services under the
areas of patient safety, clinical effectiveness and patient and family experience. Each
area was identified for the impact on the care of our patients and families received,
either through improvement patient safety, clinical effectiveness or the patient’s
experience.
Patient Safety
Priority
How Achieved
Monitoring
Outcome
Hold meetings to
In collaboration
Quarterly CCG
Completed and
discuss patient care
with hospital and
meetings
confirmed by audit
and propose plans for
community Trusts
in March 2015
improvement
Participate in a West
Work in
Clinical Governance
Essex End of Life
Collaboration with
Working Group
electronic register
SEPT
Quarterly CCG
Completed
meetings
Meet Care Quality
Audit programme
Clinical Governance
Completed
Commission Outcomes
Patient Feedback
Working Group
for quality and safety
Carer Feedback
CQC Inspection
Develop a Workforce
Clinical team gap
Management Group
Director of
Strategy
analysis
Directors Team
Organisational
Board of Trustees
development
appointed and
strategy on going
Repeat drug
In-house training
Risk Management
competences in nursing
Group
staff
Clinical Governance
Completed
Working Group
Page | 9
SOVA training to be
In-house training
Education Group
undertaken by all
Clinical Governance
Hospice staff and
Working Group
volunteers
Quarterly CCG
Completed
meetings
Clinical Effectiveness
Priority
Monitoring
Outcome
Introduction of ESAS as Staff Training
Clinical Governance
Completed
a clinical outcome tool
Working Group
Expand Hospice at
How Achieved
Monitor KPI
Home provision
Clinical Governance
Completed
Working Group
Quarterly CCG
meetings
Directors Team
Provide robust data for
Training
Information
our Clinical
Regular meetings
Governance
Commissioning Groups
with administrative
meetings
staff
Clinical Governance
Regular KPI
Working Group
auditing
Quarterly CCG
Completed
meetings
All staff to have access
Review education
Clinical Governance
to Education and
strategy
Working Group
Training
Education lead
Management Group
post
Directors Team
Review e-learning
Board of Trustees
Completed
and collaboration
with Hospices and
other providers
Page | 10
Review Day Therapy
Review current
Clinical Governance
Model
model and
Working Group
compare with
Directors Team
neighbouring
Board of Trustees
Completed
providers
Develop IT links to NHS
Using N3
Information
to share patient
connection
Governance
information
Completed
meetings
Patient and Family Experience
Priority
How Achieved
Monitoring
Outcome
Increase the use of the
Anonymised
Quarterly CCG
Completed
Friends and Family Test questionnaires for meetings
all patients
discharged from
inpatient unit
Involve service users in
User Involvement
Clinical Governance
all aspects of clinical
Forum
Working Group
services
Completed
Directors Team
Develop a Community
Completed
Friends Volunteer
Service
Participate and support
Attendance at
Clinical Governance
CCG initiatives and
Frailty Board and
Working Group
strategic priorities in
associated work
Directors Team
Completed
End of Life Care in West streams
Essex
Page | 11
Review of Services
During 2014/15 St. Clare Hospice provided the following services

In-Patient Unit, which provides 24 hour care and support by a team of specialist
staff

Day Therapy, which gives patients extra support to manage symptoms, gain
confidence at home and maximise quality of life

Outpatient Service, which provides specialist support and advice in a patient’s
home

Community Service, which provides specialist support and advice in a patient’s
home

Hospice at Home Service

Therapies to support independence and promote comfort including:
o Physiotherapy
o Occupational therapy
o Complementary therapy

Social workers provide specialist support and counselling

Bereavement services for adults and children

Spiritual Care service supporting patients and their families
Financial Considerations
The income from our Clinical Commissioning Group in 2014/15 represented 34% of
our total expenditure.
The running costs of St. Clare are forecast to be £4.2 million in 2015/16. The
majority of this has to be raised through donations, legacies, fundraising initiatives
and our chain of charity shops
We review all our services on an on-going basis to ensure we are delivering them as
efficiently as we can. Expert care for our patients and their families remains our
priority.
Participation in Clinical Audits
During 2014/15 St Clare Hospice was not eligible to participate in any national
clinical audits or national confidential enquiries and therefore there is no information
to submit.
Page | 12
Participation in Clinical Research
The number of patients receiving NHS services provided by St Clare Hospice that
were recruited during that period to participate in research approved by a research
ethics committee was 0. During 2014/15 there were no appropriate national, ethically
approved, research studies in palliative care in which we could participate.
Use of CQUIN payment framework
St Clare Hospice received a small amount of additional funding during 2014/15 on
achieving quality improvement and innovation goals through the Commissioning for
Quality and Innovation payment framework.
St Clare achieved full compliance with the following CQUIN targets:

Friends and Family Test

Comprehensive holistic assessments

End of Life care, Advanced Care Planning and Preferred Place of Care joint
learning
The Care Quality Commission (CQC)
St Clare Hospice is required to register with the Care Quality Commission and its
current registration has no conditions attached to it. The Hospice has not participated
in any special reviews or investigations by the Care Quality Commission during
2014/15.
Data Quality
St Clare Hospice submits data to the Minimum Data Set (MDS) for Specialist
Palliative Care Services collected by National Council of Palliative Care on a yearly
basis, with the aim of providing an accurate picture of hospice and specialist
palliative care service activity.
All clinical data; performance and quality are collated, analysed and verified with
clinical managers and the clinical governance committee.
Clinical coding error rate
St Clare Hospice was not subject to the Payment by Results clinical coding audit
during 2014/15 by the Audit Commission
Page | 13
Information Governance Toolkit
We have completed the NHS Information Governance toolkit for 2014 – 15 as a
registered Voluntary Organisation. Our Information Governance Steering Group
ensures we remain complaint with the requirements and oversees the
implementation of new policies and training.
Part 3 - Review of Quality Performance
The National Council for Palliative Care: Minimum Data Sets for Inpatient Units
2012/13, 2013/14 and 2014/15.
All Service Users
2012/13
2013/14
2014/15
Total patients
205
209
218
New patients
193
193
203
5
8
7
2012/13
2013/14
2014/15
168 (87)
173 (89)
170 (84)
21 (11)
20 (10)
32 (16)
2012/13
2013/14
2014/15
Available Bed Days
2920
2920
2920
Cancer Average stay
11.2
10.2
11.0
Non-cancer average stay
9.9
10.3
10.8
% occupancy
85
85
90
Re-referred patients
Diagnosis
Cancer (% new referrals)
Non-Cancer (% new referrals)
Bed Usage
Page | 14
The National Council for Palliative Care: Minimum Data Sets for Day Therapy
2012/13, 2013/14 and 2014/15
All Service Users
2012/13
2013/14
2014/15
Total patients
150
157
242
New patients
108
101
173
9
18
32
2012/13
2013/14
2014/15
Cancer (% new referrals)
75(69)
68 (67)
78 (45)
Non-Cancer (% new referrals)
33 (31)
33 (33)
92 (53)
Re-referred patients
Diagnosis
The National Council for Palliative Care: Minimum Data Sets for Outpatients
2012/13, 2013/14 and 2014/15.
All Service Users
2012/13
2013/14
2014/15
Total patients
156
170
99
New patients
108
124
59
8
11
6
2012/13
2013/14
2014/15
Cancer (% new referrals)
41 (38)
43 (35)
22 (37)
Non-Cancer (% new referrals)
66 (61)
81 (65)
36 (61)
Re-referred patients
Diagnosis
Page | 15
The National Council for Palliative Care: Minimum Data Sets for Community
Team (Home Care) 2012/13, 2013/14 and 2014/15.
All Service Users
2012/13
2013/14
2014/15
Total patients
719
757
816
New patients
527
573
594
Re-referred patients
83
80
76
Continuing patients
109
104
146
Re-referrals within year
160
165
249
Cancer diagnoses (new)
479
501
508
40
69
83
Deaths and discharges
769
776
966
Deaths
306
293
333
Average length of care (days)
48.8
47.5
50.6
Non-cancer diagnoses (new)
The National Council for Palliative Care: Minimum Data Sets for Bereavement
Services 2012/13, 2013/14 and 2014/15.
All Service Users
2012/13
2013/14
2014/15
Total service users
129
144
164
New service users
84
83
85
0
0
0
2012/13
2013/14
2014/15
Total contacts
563
518
531
Contacts per service user
4.4
3.6
3.2
150.2
225.4
349
Re-referred service users
Contact with service users
Average support (days)
Page | 16
Other Quality Markers
In addition to the limited number of suitable quality measures in the national dataset
for palliative care, we have chosen to measure our performance against the following
indicators that were measured and reported on during 2014/15
Complaints
A total of 22 complaints were received. Twelve complaints were related to clinical
care, nine of which were upheld totally or in part. All complaints received were fully
investigated, appropriate action taken and shared at the Risk Management Group
and with the Audit and Clinical Governance Committees.
Quarter ending
Quality Marker
Jun 14
Sep 14 Dec 14
Mar 15
Written complaints
3
3
4
2
Verbal complaints
1
3
5
1
Serious untoward incidents
1
0
0
0
Medication errors - patient harm
2
3
2
0
1
2
0
2
8
5
2
4
0/2
0/6
0/2
0/3
MRSA - attributable/non-attributable
0/0
0/0
0/0
0/0
C. Diff - attributable/non-attributable
0/0
0/0
0/0
0/0
Safeguarding Incidents - attributable/non
0/0
0/0
0/0
0/0
3
3
5
1
13
11
8
8
Medication errors - all other including
near miss
Slips, trips and falls
Pressure ulcers-attributable/nonattributable
Other clinical incidents
Other non clinical incidents
Page | 17
Safety Information
The clinical team reported a total of 32 incidents and accidents in 2014/15, the most
common cause of incidents was slips, trips and falls.
Twelve medication errors were reported, seven of which were assessed as causing
or likely to cause patient harm. All controlled drug incidents are reported to our
Accountable Officer.
Compliments 2014/15
Compliments are received in a variety of ways at St Clare, including from feedback
surveys in the In-Patient Unit, Day Therapy, Bereavement and Community teams, as
well as letters.
A selection received in 2014/15:
Day Therapy
” The staff are very caring, always asking if you need anything,
the staff were very busy. Jenny and Claire did not stop running
around getting doctors to see patients”
Community team
” We feel there is nothing we can think of to improve your
services. The care and understanding you provide is excellent
and at times very overwhelming, it is wonderful to know we
have so much support if and when we need it ”
Bereavement
” The time I spent with Helen helped me so much, I never felt
service
that I was judged and could say exactly what I needed to say.
Although I still have moments of panic and grief, I am now
more able to deal with the feelings better. I would like to say a
huge THANK YOU to Helen for helping me to move on”
Inpatient unit
” The staff are all so friendly and helpful. My husband was
treated with absolute respect!”
Hospice at Home
“The staff in the community and at the home were brilliant, we
can’t praise enough the good work that you do”
Page | 18
Local Audits
Clinical audits have taken place within the Hospice as part of our overall Quality
Action Plan. The monitoring, reporting and actions following these audits ensure care
delivery that is safe and effective and are recorded in our Quality Audit Tracker and
reviewed on a regular basis. In order to ensure a high quality of services a variety of
audits were undertaken using nationally agreed formats often specifically developed
for Hospice care as well as locally developed audit tools. This has enabled us to
monitor the quality of services and make improvement where needed.
During 2014/15 St Clare Hospice’s Clinical Governance Working Group reviewed the
results of 34 audits, a selection of which are tabulated below
Subject Area
Standard
Information
Breaches of record confidentiality, loss of records etc. are
recorded as security incidents and managed appropriately
Governance
Subject Access Requests takes place in a managed manner
using Hospice Policies and Procedures
Patient Safety
All relevant alerts are acted on within the time scale detailed
within the alert
To ensure patient areas are clean in order to reduce the risk of
microbial infection
To ensure that Hospice adhere to the Hospice hand washing
procedure
Public areas are kept clean to reduce the risk of microbial
infection
Clinical
Effectiveness
St Clare Hospice Clinical Team will assess and record all
patients’ distress by the use of Distress Thermometer
All patients under the care of the Hospice will have a record of
whether or not they are for resuscitation in the front section of the
holistic notes.
All patients will have anticipatory medication prescribed on the
‘prn’ section of their drug chart.
Page | 19
Patient and Family
Experience
Following their assessment, patients will have their goals
identified and documented in the holistic notes
Documentation is made in section 6 of the holistic notes for
patients discharged from the inpatient unit
Each patient re-admitted to the hospice will have a new holistic
assessment documented in Section 1 of the clinical notes for that
admission
Following a patient assessment, the family or care givers will
have their goals identified and documented in the holistic notes
The patient’s mental capacity is documented at each written
entry in section 3 of the holistic notes by putting a Y/N in end
column
All patients under the care of the hospice will have their plan of
care reviewed regularly and documented in section 2 (Multidisciplinary care plan) of the clinical notes
Where necessary changes or improvement to practice is identified and is
implemented at an individual, team or service level.
Other Quality Initiatives
Newsletter and website
St Clare News is published three times per year for all stakeholders. Along with our
website it provides information on our services and celebrates the achievements of
all aspects of the Hospice. They also provide an opportunity for patients, carers, staff
and volunteers to comment on the work of the Hospice. Internal communication
cascades are also in place.
What have carers and users said about St Clare Hospice?
User Feedback Questionnaires
At St Clare Hospice every service user has the opportunity to provide feedback on
their experience of the service. Information is collected using a service questionnaire
and then collated. The feedback is shared with staff on a quarterly basis; key themes
are highlighted, with an action plan completed. An annual summary is produced and
shared with our commissioners. The Hospice team receive all data as well as an
annual agreed action plan detailing priorities for improvement.
Page | 20
The action plan is a live document, reviewed every quarter to ensure as an
organisation we are responsive to feedback and proactive in our work. Displays
around the Hospice building showing a summary of feedback received and the
action taken were implemented in 2012. These displays will be refreshed and
updated quarterly.
Comment Card Feedback
Comment cards are available at St Clare Hospice and in the St Clare Hospice retail
shops. As with the User Feedback Questionnaires, the feedback from the comment
cards is used to help improve services provided by St Clare Hospice. Feedback
relating to compliments and complaints is shared with the management team at the
hospice’s risk management meeting. This is in turn shared with wider team members
and the Board of Trustees through the governance structure.
User Involvement Forum
The Forum is lead by the Chief Executive and is made up of members of the public
or relatives who have received care or who are currently receiving care from St Clare
Hospice. Meetings are held every two months with the group being very active and
supportive in all areas of Hospice development. The ultimate aim is to always
improve Hospice services using valuable feedback and the experience of service
users.
Page | 21
Statements from External Stakeholders
NHS West Essex CCG Response to the Quality Account provided by St Clare
Hospice
West Essex Clinical Commissioning Group is pleased to be involved in reviewing the
content of this Quality Account for NHS care at St Clare Hospice. As one of the
commissioning organisations for St Clare Hospice we would like to commend the
success of expanding the Hospice at Home provision, which impacts on positive
patient and family experiences. We would also like to acknowledge the key role that
St Clare Hospice has provided in facilitating critical incident meetings at Princess
Alexandra Hospital Trust, as part of the system wide CQUIN, which supports safe
practice in the delivery of clinical care for people with people with life limiting
illnesses.
West Essex CCG are pleased to endorse the publication of this Quality Account. We
can confirm that it reflects accurately the quality, safety and effectiveness of the
services provided within St Clare Hospice, and supports both national and local
priorities.
East and North Herts Clinical Commissioning Group’s Response to the Quality
Account provided by St Clare Hospice
East and North Herts CCG (ENHCCG) has reviewed the information provided by St
Clare Hospice and we believe this is a true reflection of performance during 2014/15,
based on the information submitted during the year as part of the on-going quality
monitoring process.
During 2014/15, St Clare Hospice continued to deliver high quality care to the
Hertfordshire population accessing the service. The Quality Account clearly sets out
achievement against the priorities set for 2014/15 and demonstrates continued
quality improvement and greater access for service users.
The Hospice continues to ensure the service user’s feedback and involvement is
vital in supporting all areas of service development, and service user feedback is
actively sought through feedback questionnaires, comment cards and the user
involvement forum.
The priorities set out for 2015/16 build upon the successes of 2014/15 and
demonstrate a commitment to developing services further whilst maintaining a focus
on improving quality as well as staff and patient experience. The priorities are also
supported by St Clare’s 5 year strategy.
During 2015/16 the CCG looks forward to building on the relationship already
developed and working with St Clare Hospice to ensure continued quality
improvement through the Hospice’s on-going engagement with E&NHCCG’s End of
Life Forum and Project Programmes
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St Clare Hospice User Involvement Forum,
This report has been shared with St Clare User Involvement Forum, individual
feedback and comments were received with many in the group keen to once again
support quality improvement within the organisation.
How to provide feedback to St Clare Hospice on this report or any of our services
We would like to encourage you to contact us with questions, comments or
suggestions following reading this report or from your experience of St Clare
Hospice. Contact details can be found below:
Tanya Curry
Chief Executive Officer
St Clare Hospice,
Hastingwood Road,
Hastingwood
CM17 9JX
or email:tanya.curry@stclarehospice.org.uk
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