Mission Statement
Teesside Hospice Care Foundation (THCF) is committed to enhancing the quality of life of those suffering from life limiting illness, offering specialist palliative care and support to patients and their carers in the belief that each person is entitled to dignity and choice within the best provision of care.
Teesside Hospice
1, Northgate Road, Linthorpe
Middlesbrough, TS5 5NW
Registered Charity Number - 512875
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Statement from Chief Executive
Teesside Hospice Care Foundation is committed to delivering the best possible experience for patients and their families. Through the H ospice’s Consultant led multi professional team we aim to provide the highest standard of specialist palliative care we can achieve.
The Board of trustees together with the senior management team ensure we have a well established governance structure in place, with members of the Board having an active role within each sub committee. All of the policy work is undertaken in the sub committees and then taken to the Board for ratification.
This is the first Quality Account to be prepared by Teesside Hospice and it hopefully demonstrates the level of commitment we give to deliver, review and improve the quality of the services we provide to patients and families accessing our services.
The Care Quality Commission made an unannounced inspection to the Hospice in
February 2013. The report on this inspection did not identify any areas where remedial action was required, nor were any recommendations or suggestions made.
The H ospice’s corporate and clinical governance structures are both vital to
Teesside Hospice.
Corporate governance ensures we have the sustainability in our income generation in order to fulfil the financial demands of delivering our specialist palliative care services. We receive 35% funding from the NHS but rely heavily on our own means, with the very generous support of local business and local supporters to make up the difference. Legacy income is a crucial source of ensuring the hospice has vital reserves for going forward.
Clinical governance at the hospice involves staff, volunteers, trustees and importantly patients, families and carer’s. We are able to monitor our services by focusing on patient safety, clinical effectiveness and patient/family experience.
I would like to thank all staff and volunteers for their dedication in contributing to make our patients and families have the very best experience of specialist palliative we can deliver.
To the best of my knowledge the contents of this report are true and accurate.
Maureen Thompson
Chief Executive
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ABOUT THIS QUALITY ACCOUNT
ABOUT THIS QUALITY ACCOUNT
There is a requirement of the Health Care Act 2009 that all providers of NHS healthcare services should produce a Quality Account, including independent organisations. According to the Department for Health, “Quality Accounts aim to enhance accountability to the public and engage the leaders of an organisation in their quality improvement agenda.’’ They provide information about the quality of the services which that organisation delivers.
Quality Accounts are annual reports to the public about the quality of NHS healthcare services an organisation provides and their main purpose is to encourage providers to take a robust approach to quality. By publishing their Quality Account each provider, led by their Board, is committing to improve the quality of care it delivers locally and invites the public to hold them to account.
This Quality Account covers two main areas:

Part 1 - A review of how we performed last year, covering the three main areas of quality: Patient Safety, Patient Experience and Clinical Effectiveness.

Part 2 - A set of key priorities for improvement next year and plans for how we will measure that improvement.
The Public, Patients and others with an interest, will use the Quality Account to understand:

What an organisation is doing well;

Where improvements in service quality are required;
 What the organisation’s priorities for improvement are for the coming year; and,

How the organisation has involved people who use their services, staff, and others with an interest in their organisation in determining these priorities for improvement.
For further details about Quality Accounts, please refer to the NHS Choices website: http://www.nhs.uk/aboutnhschoices/professionals/healthandcareprofessionals/quality
-accounts/pages/about-quality-accounts.aspx
INTRODUCTION & STATEMENT OF PURPOSE
This is the first written Quality Account for Teesside Hospice. The account considers quality issues within the provision of care services and the support services necessary to provide these services. Therefore, fundraising, lottery, retail, and many administrative services are excluded.
Teesside Hospice Care Foundation was established as a specialist palliative care centre to enhance the quality of life of those suffering from life limiting illnesses. It offers Consultant led specialist palliative care and support to patients and their carers in the belief that each person is entitled to dignity and choice within the best
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provision of care. This is achieved by nursing patients in single bedrooms, with communal areas available for socialisation.
Our aim is to provide the relief of complex symptoms with regard to physical, social, psychological and spiritual aspects of patient/family care, thus enabling them to return home or to another care environment.
The majority of care to patients, families and carers focuses upon pain and symptom control, but we also provide respite admissions for specialist palliative care.
Our range of services includes:

10 beds for Inpatient care,

Edward and Glenis Guy Day Care Centre at Teesside Hospice facilitating 16 guests per day,

Adult Bereavement Counselling Service,
 ‘Forget-Me-Not’ Children’s Bereavement Counselling Service,

Regular Outpatient Clinics,

Lymphoedema Clinics,
 Home and Hospital visits working in partnership with Specialist Nurses, GP’s and other health and social care professionals.
Specialist palliative care is provided to all patients accessing our services. This is supported by a Consultant led multi professional team who has received additional training in specialist palliative care.
A Service Level agreement is in place for the Pharmacy Service with the James
Cook University Hospital which includes a full on call and out of hours provision.
Service level agreements are also in place for Liaison Psychiatry, Chaplaincy,
Physiotherapy and Occupational Therapy.
A Lymphoedema Service is provided by a team of Teesside Hospice Specialist
Nurses and is supported by the medical team and physiotherapist as required. Our
Consultant led medical team provide a full on call service 24 hours per day and 7 days per week.
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An annual patient survey is undertaken and managed by THCF Clinical Audit Group.
The outcome of the survey is shared with the Clinical Governance Committee,
Council of Management Trustees and summaries of the survey are displayed as posters in each department to inform patients, their families and other visitors to the organisation of the outcome of the survey.
A carer support programme has been established via the Day Care Service for several years and where possible patient and carer views are sought prior to specific changes or service developments.
An open visiting policy is in place. There are facilities available to support relatives and carers who wish to stay for longer periods and/or overnight including a ‘Family
Room’ which includes facilities to make refreshments, TV etc.
A policy describes the process for dealing with complaints at THCF. A patient/carer information leaflet is also available around key areas in the Hospice and also in each patient bedroom.
The privacy and dignity of all patients and carers is at the centre of everything we do at Teesside Hospice. This includes maintaining independence and involving patients in decision making.
All of our services are available to patients in the community and we do not discriminate directly or indirectly on the grounds of gender, ethnic or national origin, disability, age, religion, culture, sexual orientation or marital status. We acknowledge
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that diversity is not just about race, age or ability it is also about life style choices and valuing individuality.
The Hospice Chaplain acts as a conduit to other faith/spiritual leaders in the community who are always welcome at THCF.
PART 1:
Council of Management Trustees

Bill Gould - Chairman

Paul Whitaker - Treasurer

Shirley Storey
–
Company Secretary

Richard Cruddas

Professor Brian Footitt

Les Fysh

Emma Moody

Nigel Packer

Bill Pickersgill

Ann Sharp

Tony Waites
 Ann O’Hanlon
The Clinical Governance Committee (CGC)
The CGC is designated by the Council of Management Trustees to oversee the development and implementation of the professional framework for nursing, medicine, allied health and social care disciplines at Teesside Hospice. Issues relating to national, regional and local policies are debated, ratified and actioned at the CGC in line with the agreed terms of reference. Membership of the CGC is made up of multi professional staff that all contribute to the success of the Committee and the Board of Trustees are represented by Professor Brian Footitt.
Several sub groups have been formed and report to the CGC. Currently these are:

Clinical Audit Group

Education & Training Group

Senior Nurse & Head of Bereavement Counsellor Group

Medical Staff Group
Representatives of these sub groups attend the CGC and a two way communication process is facilitated. Members of the CGC also attend the Human Resource
Committee and Risk Health & Safety Committee to ensure that the clinical focus is represented and remains at the forefront.
Key projects / outcomes
In the last 12 months the CGC and its sub groups have been actively working on a number of projects and initiatives:

A Clinical Education Strategy was written that illustrates the organisations commitment to the continuing professional development (CPD) of not only
THCF staff and volunteers but staff from external organisations that are
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providing or influencing the provision of palliative care to the people of
Teesside.

The Clinical Audit Group has a robust programme of audit activity. Two learn and share events were arranged in February for staff. These events evaluated well and further sessions are arranged in 2013.

SPC MDT Peer Review – THCF was instrumental in the establishment of a single SPC MDT in June 2012 that combines hospital, community and hospice services. At this weekly meeting complex patients from any of the settings plus all new referrals, discharges and deaths for each service are discussed.

THCF & Marie Curie Supported Discharge Pilot Project – This pilot project started in September 2012 to support patients with complex needs at discharge.

Patient & Carer Forum Project – This group was established in August 2012 and currently they are consulting patients and carers about the Day Care
Patient Information Leaflet. The feedback already received is proving to be very useful.

The Patient Experience Survey and report has been circulated to staff as part of ‘CQUIN’ for the PCT. Quarterly action plans are prepared.

Infection Control Group – The THCF annual inspection took place on
Monday 5 th
November 2012 – No serious concerns were highlighted and an action plan has been developed in response. During the accounting period the hospice was awarded a 5* rating for kitchen hygiene following an unannounced visit by Environmental Health Officers.
STATEMENTS OF ASSURANCE FROM THE BOARD (FORMAL STATEMENTS
REQUIRED BY THE DEPARTMENT OF HEALTH)
The following are statements under various headings that all providers of NHS healthcare services must include in their Quality Account, even though many of the statements are not directly applicable to us as a Specialist Palliative Care provider.
Review of Services
During 2011/12 Teesside Hospice provided the following Specialist Palliative Care
Services to the NHS:

Inpatient Unit Services

Day Hospice Services

Specialist Lymphoedema Services

Medical Out Patient Services
Teesside Hospice has reviewed all the data available to us in terms of the quality of care delivered. Activity data is provided to the Commissioners of these services on a
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monthly basis and is reviewed at a quarterly meeting with the Commissioner, Chief
Executive (CE) and Director of Patient Services (DPS).
The income generated by the NHS services reviewed in 2012/12 represents 35 % of the total income generated from the provision of NHS services by Teesside Hospice for 2012/13. This 35% represents only part of the funding required to provide services at Teesside Hospice; the remaining 65% of income is generated through fundraising, charity shops income, lottery activity and investment income and we are dependent on the generosity of the local community in sustaining this income.
The
NHS contract means that all services delivered by Teesside Hospice are partly funded by the NHS and partly funded from charitable funds.
Participation in Clinical Audit
During 2012/13, there were no national clinical audits and no national confidential enquiries covering NHS services relating to palliative care. Therefore, during that period Teesside Hospice was not eligible to participate in any national clinical audits and national confidential enquiries.
Research
The number of patients receiving NHS services provided by Teesside Hospice in
2012/13 that were recruited during that period to participate in research approved by a research ethics committee was ZERO. There was no appropriate, national, ethically approved research studies in palliative care in which we could participate.
Use of the Commissioning for Quality and Innovation payment framework
(CQUIN)
A proportion of Teesside Hospice’s grant in 2012/13 was conditional on achieving quality improvement and innovation goals agreed between Teesside Hospice and the commissioning PCT.
The improvement conditions that were agreed were as follows:

NHS Safety Thermometer o To collect data on the following three elements of the NHS Safety
Thermometer: pressure ulcers, falls and urinary infection in patients with a catheter
 Reduction in the prevalence of pressure ulcers - The number of patients recorded as having a category 2-4 pressure ulcer (old or new) as measured using the NHS Safety Thermometer on the day of each monthly survey o Local Patient Experience

Implementation of and actions resulting from patient experience surveys, family / carer views and patient advocacy to improve the responsiveness to the personal needs of patients and their families.
Including Friends and Family Test.
The Care Quality Commission
The Care Quality Commission (CQC) Registration (Regulations 2009) came into force on 1 April 2010. They apply to all regulated activities, and make requirements about the way that people who wish to provide or manage a regulated activity in
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


England can become registered. Following a successful registration process
Teesside Hospice was registered under the new process from 1 st
October 2010 and is therefore licensed to provide designated services:
Treatment of disease, disorder or injury
Diagnostic and screening procedures
Transport services, triage and medical advice provided remotely
The last prescribed inspection of Teesside Hospice was unannounced and took place on the 1 st
February 2013. The report on this inspection did not identify any areas where remedial action was required, nor were any recommendations or suggestions made.
Data Quality
In accordance with agreement with the National Council for Palliative Care, Teesside
Hospice submits a National Minimum Dataset (MDS) to the National Council for
Palliative Care annually. This enables THCF activity to be benchmarked against regional and national palliative care services.
The National Council for Palliative Care: Minimum Data Set 2010/11 (most recent data)
Inpatient Unit Services
Total number of patients
% New patients
% Re-referred patients
% Occupancy
% Patients returning home
Average length of stay – cancer
Average length of stay
Day Care Service
Total number of patients
% New patients
% Re-referred patients
% Places used
Average length of care
– non-cancer
% of places booked but not used
159
80.5%
19.5%
76.6%
62.3%
13 days
6.1 days
192
62%
5.2%
67%
20.3%
23 weeks
Outpatient Services (Lymphoedema & Medical)
Total number of patients
Total outpatient clinics held
New clients
% new patients with non cancer diagnosis
304
584
101
69.3%
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The figures above provide information on the activity and outcomes of care for patients.
Inpatient Unit
The inpatient unit average length of stay for patients is 13 days although there is wide variation according to need. The vast majority of patients who were discharged from the unit returned to their homes.
Day Care
The Day Care average attendance was 67%; patients attended for an average of 23 weeks. The percentage of patients unable to attend use their day care place was
20.3%. This is because patients may not be well enough to attend or because they are attending hospital appointments.
Information Governance Toolkit attainment levels
Teesside Hospice did not participate in the Information Governance Toolkit.
However, the Hospice has its own internal Information Governance Policy.
Clinical coding error rate
Teesside Hospice was not subject to the Payment by results clinical coding audit during 2012/13 by the Audit Commission.
PART 2:
Priorities for Improvement and Statements of Assurance from the Board of
Trustees 2012/13
The Board of Trustees is committed to the delivery of high quality care. That is care which is safe, effective and provides patients and carers with a positive experience.
The priorities for quality improvement we have identified for 2013/14 are set out below. We have selected one that will impact directly on each of the three headings; patient safety, clinical effectiveness and patient experience.
1. Patient safety
To improve the standard of prescribing and administration of medicines to ensure patient safety in medicines management
Why choose this as a priority?
Medicines Management seeks to maximise health gain through the optimum use of medicines. It encompasses all aspects of medicines use, from the prescribing of medicines to the ways in which medicines are taken or not taken by patients.
There are risks to the safety of patients when they are prescribed medicines, particularly after leaving hospital. Incidents involving medication, such as prescribing errors and failures to review medication after discharge, were the
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fourth most commonly reported to the National Patient Safety Agency during
2008. One study estimates around 4% of all hospital admissions are due to preventable medicine-related issues (CQC 27 October 2009).
How will this priority be achieved?
In November 2012 an audit of medicines prescribing practice at Teesside
Hospice was undertaken by the Pharmacist which revealed a number of areas that could be improved in terms of documentation. Following this audit an action plan was developed by the audit group and communicated to the medical team to ensure implementation of the recommendations.
How will this priority be measured?
We will repeat the audit of medicines prescribing practice in 2013 in order to complete the audit cycle and demonstrate improvement in medicines prescribing practice.
2. Clinical effectiveness
To measure the effect of the introduction of ‘Flowtron Hydroven 12 with Lymph assist therapy’ to the lymphoedema service to ensure that it delivers care that is beneficial to patients and improves their quality of life.
Why choose this as a priority?
The number of patients with lymphoedema has significantly increased in the last 3 years. The complexity of cancer related lymphoedema has increased with advances in cancer treatments and surgery as patients are often undergoing more surgical procedures and more than one course of radiotherapy or chemotherapy thus increasing life expectancy but also increasing the risks of lymphoedema. The geographical location of Teesside Hospice means we are also seeing more patients with secondary lymphoedema caused by heart disease, venous disease and obesity. A direct result of this is an increased need for more complex lymphoedema treatment management. Advances in technology have enabled lymphoedema specialist nurses to perform Manual
Lymphatic Drainage Massage in a more effective way.
The Flowtron Hydroven 12 with Lymph assist therapy is a new innovation using an intermittent pneumatic compression system designed for use with 12 chamber arm and leg garments. It has a unique inflation/deflation sequence and is designed to the principles of Manual Lymphatic Drainage (MLD) which aims to clear the proximal lymphatic’s to assist lymph flow in the affected limb/limbs. By mimicking the sequence of pressures applied in MLD in a proximal to distal direction, progressively down the limb helps promote efficient fluid transfer through the lymphatic system.
How will this priority be achieved?
This priority will be achieved by purchasing 2 Flowtron Hydroven 12 with lymph assist therapy machines. All staff will have training from the company supplying the machines (Haddenham Healthcare) prior to use. All patients will be assessed and educated prior to starting on this treatment and staff will obtain verbal consent.
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How will this priority be measured?
The priority will be measured through the specialist lymphoedema nurses assessing and recording the patients subcutaneous tissues, limb shape, movement and function of the limb and limb volumes. These areas will be documented in the patient notes. An audit will be undertaken to measure effectiveness and a patient questionnaire will be performed to obtain their views on the effectiveness of their 6 weekly MLD sessions.
3. Patient experience
To increase patient and carer involvement in service development and delivery at Teesside Hospice by initiating a new Patient & Carer Forum
Why choose this as a priority?
There is now a legal necessity for all organisations providing NHS funded services to demonstrate that they have involved patients, carers and the public in planning, evaluating and developing their services.
Teesside Hospice is keen to receive comments, compliments or complaints about the services we provide in order to help maintain the high standards of care. We want to involve people who currently access, or have accessed the care we provide, in the development of services. We have a number of ways to obtain feedback in the form of patient satisfaction questionnaires, suggestion boxes and the use of graffiti boards, The Patient & Carer Forum will give those who have used our service
’s an opportunity to share their views and their personal experience to help to shape patient care services to ensure we meet people’s needs.
How will this priority be achieved?
A group of enthused staff members including a Day Care and IPU representative and the Social Worker have been working on the setting up of the Patient & Carer Forum. The first Forum took place in March 2013 and it is planned to hold twice yearly Forums. Initially the focus will be the outcome of the patient satisfaction survey and action plan. It is hoped that this will stimulate discussion and establish if there are any other actions we could add that are informed by Forum members.
The aim and purpose of the Patient & Carer Forum is to form a collaborative partnership between patients and carers and hospice staff to ensure patients and carers are given the opportunity to have their voices heard in an unthreatening manner. This will also enable the hospice to hear and receive their valuable insight and assistance to help inform and develop the services of the hospice.
How will this priority be measured?
The Patient & Carer Forum will be evaluated to determine whether it has had an impact and if that impact is an improvement. This will inform future activity and ensure that the Forums remain credible to patients, carers and staff.
The themes, suggestions and quotations from the Patient & Carer Forum will be written up and this will be presented to senior staff with actions and feedback communicated to patients. This will also be presented at the Clinical
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Audit Group meetings, Clinical Governance Committee and through them to the
Board of Trustees.
Quality Markers we have chosen to measure
In addition to the limited number of suitable quality measures in the national data set for palliative care, we have chosen to measure our performance against the following:
Quality Markers
2012/13
Complaints
Total number of complaints
The number of complaints upheld in full
The number of complaints upheld in part
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1
3
The Hospice receives many letters of thanks and recommendations from patients and families which are celebrated with staff teams.
Complaints are seen by the Hospice as an integral part of service improvement as they provide valuable feedback about the quality of service we are providing. Having said this, complaints are rarely received. Each complaint is thoroughly investigated and the Complaints Policy (HR Pol. 14) followed.
Patient Safety Incidents
The number of serious patient safety incidents (excluding falls) 0
34
0
The number of slips, trips and falls
The number of patients who experienced a fracture or other serious injury as a result of a fall
Number of patients admitted to the Inpatient Unit with pressure damage
Number of patients who developed pressure damage whilst in the
Inpatient Unit
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0
Number of patients, clients and families referred to Family Support
Services because of safeguarding issues
1
Although we had no serious untoward incidents, if we did they would be reported to the Care Quality Commission.
Infection Prevention and Control
The number of patients know to be infected with MRSA on admission to the Inpatient Unit
The number of patients infected with MRSA whilst on the Inpatient
Unit
The number of patients admitted to the Inpatient Unit with C. difficile
The number of patients infected with C. difficile whilst in the
Inpatient Unit
0
0
0
0
The number of patients known to be infected with an alert organism for example, Staph aureus, Pseudomonas aeruginosa,
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ESBL, Klebsiella, and Streptococcus pneumoniae on admission
The number of patients who contracted any of these infections whilst in the Inpatient Unit
0
Our aim during the forthcoming year is to work with patients, their families,
Commissioners of service and the wider public to understand what, for them, is the most important information that will help them to make a decision on the quality of the services being provided. We aim to be able to report some of this next year and to put in place appropriate data collection systems.
Clinical Audit
The Clinical Audit group, under the guidance of the Clinical Governance Committee, has undertaken a programme of audits using national and local tools designed for hospice services.
Staff are involved in the audit process and where issues are identified during an audit an action plan is developed to put the problems right. Progress on the action plans is monitored through the Clinical Audit Group and reported to the Clinical
Governance Committee. The audit cycle is completed when a further audit is undertaken to see if the actions we have taken have resolved the issues identified.
The following audits were completed during the reporting period 2012/13.

Patient Satisfaction Surveys for In Patient Unit (IPU), Dare Care &
Lymphoedema Services.

IPU Bereaved Carers Questionnaire.

Carers Group Feedback Report.

Suggestion box comments, complaints & thank you card summery Report.

Holistic Assessment Tool Audit Report within IPU & Day Care.

Liverpool Care Pathway Locality Report.

Multidisciplinary Documentation Audit within IPU, Day Care, Lymphoedema and Counselling Services.

Nutritional Risk Assessment Tool Audit.

Pressure Damage Yearly Analysis and Audit.

Catheter Care Audit.

Mouth Care Audit.

Hand Hygiene Audit within IPU & Day Care.

Sharps Audit within IPU and Day Care.

Annual Environmental Audit (externally audited).

Pharmacy Audit Stock Trail Audit.

Prescription Chart Audit.

Controlled Drugs Audit (Help the Hospices).

Syringe Pump Monitoring Form Audit.

Patient Personal Hygiene and Dignity Audit.

Bathroom Safety Audit within IPU & Day Care.

Laundry & Linen Audit.

Fridge Temperature Audit.

Identification of Staff Audit.

Student Nurse Placement Review (externally audited).
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
Telephone Advice Audit.

Referral Time Wait for IPU & Day Care Patients Audit.

Hazard & Alert Audit.

Discharge Letter Audit for IPU.

Communication of Policies throughout the whole of the organisation.

Tracer Card in patient notes audit.

Marie Curie Supported Discharge Audit Report – part 1.

Support Group Questionnaire for Lymphoedema patients
What patients and families say about the services they receive?
We value the feedback we receive from patients and families as this is an important way in which staff can identify issues, resolve problems and improve the quality of the care we provide.
As part of our commitment to ensuring patients and families have a voice we give a survey to all patients discharged from the Inpatient Unit and send a survey to the family of patients who die in our care. A patient survey is also administered to all Day
Care and Lymphoedema Service patients. The results of these surveys are collated and shared with Trustees, staff/volunteers and patients/carers by PowerPoint or poster presentations. The surveys are anonymous but where concerns are raised and people identify themselves this is followed up in a timely manner to resolve the issue and to learn from what has gone wrong.
The In Patient Survey - Summary of Results
The annual IPU Satisfaction Survey from April 2012 – March 2013 had a response rate of 31% (36 returned out of 117 discharges). Surveys are given out to patients on discharge from the In Patient Unit.
Some of the findings from this report are as follows:-

86% stated they had a Named Nurse/Key worker during their stay at the
Hospice.

86% stated staff involved in their care always introduced themselves.

74% felt very satisfied with their involvement in planning their care and 26% felt satisfied.

94% felt staff always explained what they were doing prior to any procedure or intervention.

100% felt they were treated with respect.

100% felt their privacy was respected.

91% felt standard of nursing care was excellent and 9% stated it was good.

88% felt standard of medical care was excellent and 12% stated it was good.

85% felt their care, treatment and support needs had been completely met during their admission.
Comme nts stated following the question “Please comment on anything you were particularly happy with or unhappy with giving an example if possible, as this will help to improve our service for patients in the future”
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“All staff excellent in their care and friendliness. Excellent service from all and happy atmosphere. Patient care being most important. Never made to feel a nuisance. Excellent support for family. Could not be improved. Can’t say thank you enough.”
“I can only say that the care I received while an inpatient was of the highest standard and I would like to give my thanks to all involved. I cannot see anyway this service can be improved.”
“Totally overwhelmed with all aspects of care and treatment”.
“The hospice is a really relaxed and friendly environment. My husband was really anxious to come in, but with the excellent staff they put him at ease very quickly, we couldn’t have asked for more. A very big thank you.”
“All staff were excellent, as was the food and facilities.”
The Bereaved Carers Survey
The annual Bereaved Carers survey from (Dec 2011
– Dec 2012) had a response rate 73%.
Those completing the survey were asked
“What was the best thing about
Teesside Hospice?” and they responded with the following comments:
“The staff – warm, friendly, supportive – amazing place.”
“The staff are compassionate and make time to talk”.
“The quality of care & support given to both my mum, the pt & us as a family far exceeded what we expected. You should be very proud of all your staff and helpers.
We cannot thank you all enough for making mums last few days peaceful and stress free.”
“The care given to my husband from firstly in Day Care then admission to the In
Patient Unit was excellent and handled with respect.”
“Seeing how my husband was cared for in the 24 hrs he was there. Walking through the door, being told I was to be *** wife again, the caring practical issues would be dealt with by staff”.
“As a family you knew your loved one was getting the best care and attention possible and the staff were second to none. When you walk through the doors you felt comforted.”
“Everything. The special care and attention you gave to ***, me and the family was fantastic. We couldn’t have managed without the hospice. We can’t thank you enough.*** was in very speci al hands.”
“Friendly, caring atmosphere which allowed family time to spend with Dad. The excellent communication between Dr’s, Nurses & family & their ability to deal with difficult situations. Trust that developed to enable us to ‘hand over’ Dad to your care”
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The Board of Trustees Statement
The Board of Trustees is fully committed to the provision of a high quality service at
Teesside Hospice.
The Hospice has a well ‐ established clinical and corporate governance structure, with members of the Board playing an active part in ensuring that the Hospice fulfils its mission, according to its charitable intentions and in ensuring that the organisation remains responsible and compliant in all areas of CQC Registration, Health and
Safety, Employment Law and other relevant legislation.
This Quality Account was approved at the Board Meeting of 29 th
April 2013
Signed
Bill Gould, Chairman Board of Trustees of Teesside Hospice Care Foundation
Appendices
– Letters of support and endorsement
1. NHS South Tees Clinical Commissioning Group
2. Middlesbrough Borough Council Health Overview & Scrutiny Panel
3. Redcar & Cleveland Borough Council Health Overview & Scrutiny Panel
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