Haven House Children’s Hospice
Quality Account
Reporting period: 1st April 2013 to 31st March
2014
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Quality Account Haven House
Chief Executive’s Statement –
I am delighted to present the 2013/14 Haven House Quality Account.
On behalf of myself and the Board of Trustees, I would like to thank all of our staff and
volunteers for their achievements over the past year. Despite the current economic climate,
the hospice has continued to provide specialist palliative care to more children and families
and remains financially sound, thanks to generous support from our local communities and
our partnerships with the statutory sector.
Haven House has a culture of continuous quality improvement, in which opportunities to
improve care delivery and any shortfalls are identified and quickly acted upon. The
experiences and outcomes for children, young people and their families are of paramount
importance to us all at Haven House. Our Clinical Governance Committee and Board
provide assurance, oversight and scrutiny on all matters relating to quality of care.
In 2012 we were fortunate to receive a grant from the Department of Health to build a
Holistic Care Centre as an annexe to the hospice and this will open in 2014. This will enable
us to expand the services we currently provide for our children and their families and the
training we provide for our staff.
Our regulators, the Care Quality Commission (CQC) visited us for an unannounced
inspection in December 2013. They found that we met all the standards they inspected in
the following areas: - consent to care and treatment, care and welfare of people who use
services, meeting nutritional needs, safeguarding people who use services from abuse,
complaints and requirements relating to workers. The CQC made a comment about the
implementation of mental capacity assessments for our young people aged between 16 to
19 years. We have been looking at ways to implement these changes following discussions
with our children’s hospice colleagues across London.
We shall continue to seek and take account of the views of our service users in shaping and
improving our services.
I am responsible for the preparation of this report and its contents. To the best of my
knowledge, the information reported in this Quality Account is accurate and a fair
representation of the quality of health care services provided by Haven House.
Mike Palfreman
Chief Executive
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Part 1
Our first planning priority listed in last year’s Quality Account has included implementation of
the new updated Sickness and Absence procedure to work alongside the new Omni Human
Resources data base. This allows us to track staff sickness absence and will enable us to
calculate Bradford scores. We continue to have a service level agreement with Bart’s
Healthcare for our Occupational Health contract.
Our second priority was to meet the safer network standards which included substantive
staff and volunteers. To support this process we commissioned a Independent Nurse
Consultant in Safeguarding children and young people as an assurance for Haven House
Children’s Hospice Board of Trustees. The Safeguarding children Consultant stated that as
part of the audit profile, Haven House completed an annual audit of risk assessments, risk
management and to ensure risk recording compliance. New procedures were written or
updated and these included the Whistle Blowing Policy, Safer Recruitment, Missing Child
Policy, Complaints Policy, Managing Allegations Policy, Child Protection and Safeguarding
Policy.
Our third priority was to increase the number of end of life care referrals for children and
young people. This was achieved by working in a seamless service with our colleagues in
the Palliative Care team at Great Ormond Street Hospital. Team nursing has been fully
implemented and the named nurse concept introduced.
Priorities for Improvement and statements of Assurance from the Board
Future Planning Priority 1
To ensure that all recommendations from statutory agencies are implemented along with a
review of all commissioned reports. This includes the implementation of mental capacity
assessments for our young people aged 16-19 years.
Future Planning Priority 2
To utilize the space in our new Holistic Care Centre to ensure it brings the maximum benefit
to our families and children, through new/augmented services including.
• New Physiotherapy sessions
• New Complimentary Therapy Services
• Expansion of education and training services
• A formal Nurse led assessment clinic for children and young people to include a
process for clinical re-assessment and implementation of personal health budgets
• To implement a Care Closer to home model with our contracted Great Ormond
Street Hospital consultants
Future Planning Priority 3
To complete the National Institute for Health and Care Excellence (NICE) Medicines
management in care homes guideline. This is to fulfil our obligations under the Health and
Social Care Act (2012) and The Francis and Berwick Reports.
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Part 2
Statements of Assurance from the Board
Review of services
During 2013 - 14 the hospice provided NHS London with the following clinical services for
children and young people:•
•
•
•
•
Nursing Palliative care and Symptom Control
Stepped discharge from hospital to home
Planned Respite Care
Children’s day care
End of life care
In addition the Hospice has provided the following services through charitable funding:•
•
•
•
•
•
•
Post bereavement care
Music Therapy
Special Yoga
Toy home loan service
Support for parents/carers in coffee mornings for pre and post bereaved parents.
The Expert Parents programme
Buddies (Brothers and Sisters group based on the Winston’s wish bereavement
model that builds resilience in bereaved siblings.
The hospice has reviewed all the data available to us on the quality of care in these services.
The income generated by the NHS Services reviewed in 2014 represents 100% of the total
income generated from the provision of NHS services by Haven House for 2013/14
What this means:Haven House Children’s Hospice is funded through NHS contracts, local authority funding,
grants and fundraising activity. The income generated from the NHS represents
approximately 30% of the running costs of the Hospice. The remaining income is generated
through donations, fundraising, legacies and generous support from our local community
and businesses
All services delivered by the Hospice are funded through a combination of fundraising
activity and contracts with NHS. The NHS contracts mean that all services delivered by the
hospice are part funded by the NHS.
Statement regarding National Audits
The Department of Health and Monitor have jointly written to provide advance notice of likely
changes to Quality Account reporting requirements for the next round of Quality Accounts.
This follows consideration by the National Quality Board about strengthening Quality
Accounts by introducing mandatory reporting against a small, core set of quality indicators.
These proposed changes would in the first instance affect NHS acute, mental health and
ambulance trusts.
The Department of Health is currently exploring the feasibility of extending the proposed new
reporting requirements to independent sector providers of NHS-funded care from 2014/15.
There are no current reporting arrangements for hospices regarding national audits.
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Palliative Care Funding Review Children’s Pilots
Haven House has been participating in the children’s pilot led by Great Ormond Street
Hospital for Sick children. Before the period of participation ended in September 2013 Paul
Burstow MP for Sutton and Cheam visited Haven House to meet with the Director of Nursing
to discuss the progress in the children’s pilot sites. This visit was arranged by Help the
Hospices for Paul as Chair of the Liberal Democrat Health Backbench Committee and
previous Minister of State for the Department of Health until September 2012.
This report describes the data collected by Haven House Children’s Hospice that has been
included in the NC/NE/SE London children’s pilot site returns to NHS England, to help inform
the development of a per-patient palliative care tariff. The site’s final data return included
data from Haven House:


31 patients;
120 spells;
123 phases.
Each site has its own individual report and outlines how much data was returned and
provides descriptions of several aspects of the data, including the cost of care.
Performance targets agreed with commissioners
Organise patient carers survey or feedback
Involve children and families in the
development of the hospice menu
Increase access for patients with noncancer diagnosis
Personalised care planning/ Patients to have
a nominated key worker
Staff turnover rates
Sickness levels
annually
annually
Year on year increase in numbers
Quarterly
quarterly
quarterly
Statement regarding participation in-house clinical audits: update for 2013/14
The audits chosen this year by the Director of Nursing and the clinical governance team was
the national PLACE audit and the implementation of the Help the Hospices audit tools that
covers all Care Quality Commission standard outcomes for quality and safety. The audits
were monitored by the Clinical Governance Committee and Board and are a standing item
on the agenda. The titles and learning were:The PLACE (Patient-Led Assessment of the Clinical Environment) Assessment
Good environment matters and every patient should be cared for with compassion and
dignity in a clean, safe environment. In April 2013 PLACE was introduced to assess the
quality of the patient environment. PLACE assessment applies to hospitals, hospices and
day treatment centres that provide NHS funded care.
After careful consideration Haven House decided to join the PLACE scheme and had its first
PLACE assessment on March 12th. The assessment team comprised Anne Bertrand from
Health watch Redbridge, two Haven House Mums, Tracey and Maxine and Dr Tom Crusz
our Advanced Volunteer Audit lead.
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Audit Aim and Objectives: To ensure that our hospice environment is appropriate and
suitable for our children and families.
Recommendations and Actions
Our assessment report has been sent to the Health and Social Care Information Centre.
Results are as follows:
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The Haven House Calendar of Help the Hospices audits
From 1st April 2011 the code of practice for the prevention and control of infection was
enforceable under Care Quality Commission regulations. There is now a designated staff
nurse audit lead for infection control she has attended the Help the Hospices study days and
Infection Control interest group.
Recommendations and Actions
Haven House Director of Nursing carried out a short survey of the Registered nurses who
completed the Help the Hospices Audit tools which enabled us to fulfil some of our Care
Quality Commission (CQC) standards of quality and safety 2014-15.
The audits completed were spillage and/or contamination with body fluids, infection control,
medical gases, bereavement, nutrition, medicines management and the clinical assessment
process.
One Staff Nurse remarked that she recognised that the importance of spillage and
contamination with body fluid policy standards need to be high and consistent.
Staff Nurse also noted that infection control legislation is every changing. Completing this
audit has helped her clinical practice.
The Nurse Practice Educator completed the Medical Gasses audit and she quoted:“Completing the audit was a useful refresher on the health and safety aspects around
storage and administration of oxygen and relevant to this area to ensure safe storage of
oxygen.
It prompted me to re-read the policy and realised some information in the policy was out of
date. It also reminded us that we had a new provider of oxygen which needed incorporating
into our policy document.”
The Bereavement Sister again stated the importance of connecting with the relevant policies
and procedures which prompted her to re- read them and recognise the need for more
documentation.
The assessment process audit ensured that we can improve the assessment process within
the hospice to make a safer environment for the children. The importance of information
gathering from the families to understand their circumstances and level of support at home is
vital.
Staff Nurse who completed the medicines management audit reported:“What did I learn? Firstly I learned a little more about the audit process and using an audit
tool. Most importantly, it has made the Medicines Management Standard Operating
Procedure (SOP) and its finer details even more memorable. This has aided my practice and
that of others through pointing out what we should be doing. This reinforced the value of the
SOPs in their maintenance of a safe and high standard of patient care”.
Another Staff Nurse who completed the Controlled drugs (CD) audit said that she learnt how
to complete an audit using an online tool. I also learnt the management of CD drugs in
specific areas such as prescribing and destruction of CDs.
All staff nurses agreed that the audits that fulfilled CQC outcomes were applicable to
children’s palliative care and Haven House will continue to use the Help the Hospice audits
routinely into 2014-15.
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Barbara Miller Clinical Audit Facilitator pictured with Christine Twomey Director of Nursing at
Haven House Children’s Hospice. Barbara works at the Hospice of St. Frances Berkhamsted
and agreed to visit us to benchmark our Help the Hospices audits.
Links to university
We provide a training placement for student nurses from Anglia Ruskin, London South Bank
University and Middlesex University. Our Registered Children’s Nurses complete the
mentorship module to support the students through their placements at Haven House.
Statement about research
The number of patients receiving NHS services provided or subcontracted by the hospice in
2013-14 that were recruited during that period to participate in research approved by
research this committee was nil
Use of the Commissioning for Quality Improvement and Innovation (CQUIN) payment
framework
The hospice income was not conditional on achieving Quality Improvement and Innovation
CQUINN goals through Commissioning for Quality and Innovation payment framework
because the lead Commissioner did not request them.
What others say about us
The hospice is required to register with the Care Quality Commission (CQC) and its current
registration status is unconditional. The hospice has no conditions on registration. The CQC
has not taken any enforcement action against the hospice during 2013-14.
CQC Summary of January 2014 inspection report
One parent who spoke with us said "They are amazing, very professional, but very warm
and caring. They look after my son very well." Another said "I find them very supportive I am
very pleased he has this place to go to and they always try to help."
Records showed that food and drink met the religious or cultural needs of children who used
the service. We noted in the care plans that religious preferences had been noted.
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Suitable arrangements were in place to ensure that people were safeguarded against the
risk of abuse. The provider had a Safeguarding policy and this recognised various types of
abuse, such as emotional, physical, sexual abuse and neglect.
The hospice has not been part of any confidential enquires
The hospice has no actions to take and a couple of points were made in the CQC’s
assessment. The hospice was fully compliant with all standards of Quality and Safety.
The hospice has not participated in any special reviews or investigations by the CQC during
2013-14
The friends and family test
98% of our staff (from our Birdsong staff survey) said if a friend or relative needed treatment
at Haven House they would be happy with the standard of care provided.
Waltham Forest council food hygiene inspection
Haven House kitchens were inspected by a Waltham Forest Environmental Health Officer in
2013. We are overjoyed to increase our Food Hygiene rating from 4 stars to 5 stars
awarding us a very good assessment.
Professionals Feedback - Mandatory Training week trainer
Gastroenterology Clinical Nurse Specialist, Bart’s Health Care London
Jamil
Kahir,
“I'm just back from leave today and overwhelmed by the lovely card and evaluation you
sent me. To be honest, this has been such a stressful and uncertain time that it was a
actually a really pleasant interlude for me to spend an afternoon with all you lovely,
dedicated folk at Haven House”
Haven House Partner survey
For the first time Haven House conducted a partner survey to partners across health,
education, social care and the voluntary sectors to receive feedback on its services.
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Respondents
All respondents noted the type of organisation they worked in
Information
service
Voluntary Sector
Social Care
Redbridge
Children’s Centre
Education
Health
It was uniformly agreed by all the respondents who expressed a view that Haven House
provides a high quality of care of a safe standard: responds to referrals in a timely manner;
informs their partners of any problems and deals effectively with difficulties, incidents or
potential complains.
The updated website was useful to many respondents as professionals. Haven House was
noted to be a good resourceful partner.
Data Quality
The hospice did not submit records during 2012-13 to the Secondary Users Service for
inclusion in the latest published data. This is because the hospice was not eligible to
participate in quality accounts until last year 2012-13.
To improve data quality the Clinical Nurse Manager is also the Project Manager for the
CHASE data base and is a member of the national user group. The Director of Finance is a
member of the national Steering Group. The hospice will be continuing to take the following
actions:•
To ensure that all children are allocated an ICD 10 code.
•
To ensure that all children have a risk assessment
Clinical Coding Error Rate
The Hospice was not subject to the Payment by Results clinical coding audit during (201314) by the Audit Commission.
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Part 3
Review of Quality Performance 1st April 2013 – 31st March 2014
Total number of clinical patients/ children
and families served under ACT criteria 1-4
during the accounting period
150 children
Number of referrals ACT 1-4 received
48 new referrals
42 accepted
1 declined at panel due to not meeting ACT
criteria.
5 withdrawn
0 pending at end of year
% occupancy figures
88%
Young people in transition
17 of 150 children aged 15 and over
Number of bereaved families supported
57
Haven House Children Originating Clinical
Commissioning Groups
Waltham Forest (53)
Redbridge (43)
Havering (13)
Barking and Dagenham 11)
Haringey (8)
City and Hackney (1)
Barnet (2)
West Essex (4)
Enfield (2)
Islington (12)
Hertfordshire (1)
There is no national minimum data set for children’s hospices.
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Our Services
Since 2003, Haven House Children’s Hospice has been providing specialist care for children
and young people (birth-19th birthday) who have life-limiting conditions and who are unlikely
to reach adulthood.
We also provide a range of support to families as well a number of services designed to
improve emotional wellbeing, both in the hospice and in the local community. All of our
services are provided free to the families we support
The hospice is based in Woodford Green, Essex and our catchment area covers North
central and East London and West Essex.
Support for children and young people
Nursing Palliative care and Symptom Control
Our care team is led by specialist children’s nurses, with a qualified nurse on every shift. We
provide planned in-patient care monitoring the clinical needs of the patient and making any
adjustments where necessary. We work closely with the consultants and nurses from the
Palliative Care Team and Great Ormond Street Hospital who frequently visit to support our
care services. We have further medical support from our local GP surgery and community
pharmacist.
We provide palliative nursing care at our hospice to prevent hospital admissions or to reduce
the length of a hospital stay.
Palliative nursing care can be provided at the hospice to prevent hospital admissions or to
reduce the length of a hospital stay.
End of Life Care
Stepped discharge from hospital to home
We facilitate transition from hospital to home for infants and children. This may be where
families need support to learn new skills to care for their child or for children who have
undergone major surgery or who have a tracheostomy and are unable to go directly home.
Planned Respite Care and short break care
This can be day care or overnight stays both during the week and at weekends. School
transport can be rearranged for some children, so that they can continue to attend school
whilst staying at the hospice. Care stay bookings are made in advance through the Care
administration team.
Compliment from Parents (Respite Care visit)
“Just to say thank you so much for looking after Zakki, Sami and Yasmin. The respite has
allowed us to have time and space to help organise our move up North and to catch up with
chores and tasks. P.S. Thank you to the staff who helped us get through the nightmare of
being stranded 300 miles away with a broken down car…with only 3 hours to pick the
children up”. Manuzah and Matt.
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Nursing support is available via the telephone 24 hours per day.
Post bereavement care
When a child or young person is reaching the end of their life it is important that they and
their families are provided with as many choices as possible which will include expert
medical and nursing care and an appropriate and dignified environment. We are able to
accommodate the family at the hospice and to facilitate friends visiting as requested.
After a child's death we continue to support the family as needed. Our Butterfly Suite has
been planned as a private space for family and friends to come and grieve before the
funeral.
Compliment from Parents (Post Bereavement Care)
"Just wanted to say a big thank you for looking after us so well during our stay with you.
We managed to get to spend some time with her and was able to be by her side right until
the very end. We will continue to keep Rosie’s page running and hope to keep raising
money for Haven House so you can keep helping families through difficult times like how
you helped us. We really appreciated everything.
All our Love, Yuen and Kevin. xxx
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Music Therapy
Music therapy is based on the belief that we can all respond to and appreciate music,
despite disability or illness. In the hospice setting, music therapy provides a safe space for
children and young people to be expressive through the unique non-verbal language of
music. Haven House provides music therapy to meet children and young people’s individual
needs and also facilitates group music making sessions.
Compliments from Parents (Music Therapy)
“Music therapy has been a very positive experience for us and the sessions are very
beneficial for him. He has become more interactive and has started to grasp objects. I’m a
happy mummy”
“Every session is opening up new abilities for Dominic” – Mother of D.B during his
intervention
“Music therapy has had a positive impact on his physical development and emotional
wellbeing, as well as mine” – Mother of D.B when his intervention ended
“Coming for music therapy, is the highlight of our week”
“Other people have noticed that she is more interactive now, and her arm movements have
become very rhythmical and purposeful”. – Mother of S.W, currently attending 1:1
sessions together.
Special Yoga
Special Yoga is a comprehensive programme of yoga techniques designed to enhance the
natural development of children with complex needs. It has been found that by practicing
yoga regularly such children and young people experience improvements in their sleep,
communication, awareness and general well-being. Special Yoga currently takes place at
Orchard Children’s Centre, Woodford Green weekly, this service will move to our Holistic
Care Centre in autumn 2014.
Toy home loan service
The service is available to families with children who have additional or special needs.
Haven House gives them access to specialist toys and equipment. These toys can be used
to stimulate movement, communication, learning and development. Toys can be kept for up
to 3 months and Haven House offers a free delivery and collection service. This year we
have extended the service to Haringey and Islington and work in partnership with our
colleagues in the Life Force team who are managed by Whittington Health Care.
Compliment from Parent (Toy Home Loan)
A BIG thank you to Rowline and the toy home loan service. I had never heard of them until 2
weeks ago and today I have a very happy little boy who's enjoying the new toys Rowline
delivered home for us. One of the best services I have come across in the 7 years of caring
for a disabled child at home. Well done to all involved for providing a service that works so
well. Many thanks from Toni & Joe Underwood
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Play Specialist
Our qualified play specialist provides therapeutic play and support in the hospice, offering
stimulating, sensory play to meet the individual child’s needs.
Play specialist provides community visits for children who are unable to attend school or are
not yet receiving full time education and can include siblings if present
Pre- School Children
This is a service for pre-school age children who fulfil the hospice criteria. The children can
enjoy various activity sessions throughout the day that include Group Music sessions,
creative craft in the recently refurbished craft room and Interactive sensory play with many
different themes to choose from. Outside in the extensive grounds, there is a themed play
area and a sensory garden with noise wall.
Memory Day
This event is held once a year to remember all of our children and young people who have
died since the Hospice opened in 2003.
Compliment from parent (Memory Day)
“This is an event that we truly look forward to. It is always beautifully done. The venue is
lovely, calm and you feel extremely comfortable. The service is done in such a thought out
way. The tea provided was delicious. Very well done for such a successful event & thanks
for the invitation”
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Support for parents/carers
Coffee Mornings for pre and post bereaved parents
Haven House hosts a monthly group for parents/carers to meet. It is a time for informal
conversation, discussion and mutual support in a relaxed environment.
Throughout the year various topics are covered and are chosen by the parents themselves,
from travelling abroad to home adaptations.
Complementary therapies
Haven House offers complementary therapies to parents/carers whose children are
receiving care at Haven House. These include Rejuvanessence (a holistic facial massage)
and Reflexology (manipulation of reflex points on feet) both of which can promote comfort,
relaxation and reduction of distressing symptoms.
The Expert Parent Programme
The Expert Parent Programme supports, empowers and educates local parents to care for
their children with complex medical needs and disabilities. The service runs alongside
Haven House’s hospice based work and adds another dimension to the care provided.
Parents have responded very positively to the programme. The service aims to provide
knowledge, skills, motivation and information for parents about care provision and services
so they can make informed choices.
Young Epilepsy was commissioned to provide the Epilepsy training funded by Roald Dahl for
the courses which were held in the George Carey Church of England School in Barking and
Dagenham, enabling a whole new cohort of parents’ access to the training programme.
Compliments from Parents (Expert Parent Programme)
“I feel confident to deal with professionals in an assertive way to address my child’s needs”
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“The sessions have made me feel much less isolated”
“Very supportive – information to make me feel there is hope to make things better”
We were also successful with a second round of funding which enabled us to provide further
training to parents of children who attend Whitefield’s School in Waltham Forest.
Support for the family
Buddies
The Buddies service offers all siblings of children using Haven House services regular
support groups where they can meet have fun and enjoy activities and workshops together.
Haven House follows the Winston’s Wish bereavement model of building resilience.
Individual support is available for Siblings who are finding it hard to deal with their feelings
about the condition and needs of a brother or sister
We have one of the most active sibling support groups in the UK running themed projects
ranging from drama workshops and media programmes to sports activities and music
making.
Compliments from Parents (Buddies)
Five of the nineteen Buddies who attended this day were attending their first ever Buddies
group. All enjoyed the day and at home time were keen to know how long they had to wait
before the next Buddies group.
“Joseph had a great time at the sports day and said he would definitely come back.”
“The children had a great day at the sports day. The coaches sounded really good.
Thank you so much”
“The boys had a fantastic time at the last event”
“So nice, fantastic, very good. Kids would be keen to come again”
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10th birthday party
Much of July 2013 was spent preparing for Haven House’s 10 th Birthday party, many
staff old and new, parents and children attended a wonderful afternoon tea on the lawn
at the White House.
An art session was facilitated with our Buddies prior to the event to create 10 th Birthday
art which grace the walls in care the subject was love for their lost siblings.
Patient Safety
Number of clinical incidents/accidents April 1st 2013 - 31st March 2014
Number of medication incidents:Dispensing
Prescribing
Transcribing
Procedural
Total number of medication incidents is:- 28
11
5
1
11
Number of Controlled Drugs incidents
Total number of controlled drugs incidents is
0
Number of Accidents:Clinical
Facilities
Total number of accidents is 8
2
6
Number of Clinical Incidents
Total number of clinical incidents is 44
Number of safeguarding incidents
reported by the hospice
Total number of safeguarding incidents
reported is 1
Infection Prevention and Control rates
Complaints made to the hospice
Total number of children contracting
infection at hospice was 0
Total number of children admitted with a
known infection was 1
Total number of complaints was 2
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What our staff say about the organisation
Staff Survey 2013/14
During 2013 Haven House staff were ask to take part in the Hospice Staff Survey. The
survey was run by Birdsong Charity Consulting; on behalf of help the Hospices.
43 staff from Haven House completed the survey and below are some of the verbatim
responses to the questions.
What is the best thing about working for your charity?
•
I enjoy working within the care team as we all support each other
•
91% of staff said that they feel proud to work for charity and to provide much needed
respite for families
•
I'm proud to work for a children's Hospice and to see how the money that we raise
helps local life limited and life threatened children.
•
Knowing what a difference the charity makes to the lives of the children and families
we support and care for
•
Job satisfaction and training opportunities
•
The team I work within & the ethos of the charity, very high job satisfaction.
•
The Director of Nursing and the CEO taking the charity in a clear direction which
amalgamates the different areas within the charity
•
Being so close to the cause. This is my local hospice and I see the good we do every
day.
•
Our care team do such a fantastic job and make me proud to say I work here.
•
The strong sense of community
•
You really do feel that you are "making a difference" to families’ lives.
•
I have come to Haven House in the last year, I feel well supported by the confident
leadership team and caring, compassionate care team.
•
All the staff are very passionate about the cause and go above and beyond what is
expected of them to make the charity run as well as possible.
If you could change one thing about working for your charity what would it be?
•
We need a clear strategic vision on who we are and what type of charity we want to be
in light of commissioning changes to take place.
•
To eliminate the ‘them and us’ attitude that exists
•
‘Pot of Money’ to be able to employee more staff where needed and to be able to
develop staff an effective T&D programme i.e. more training where appropriate
•
The blame culture.
•
Have the staff based on one site, other than the shops.
Employee Turnover and Retention
How many care staff do we employ?
We employed 22 FTE staff as at 31 March
2014.
Care staff turnover
Employee turnover for care staff in the
period 1 April 2013 to 31 March 2014 was
0.1 %
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Staff organisational learning day 2013
Haven House also set up an ‘Improving Working Lives’ committee which is chaired by the
Chief Executive and or the Director of Human Resources. The purpose of the committee is
to look at ways everyone can work together to improve their working lives at Haven House,
whether paid or unpaid. It aims to provide an environment that is supportive, respective and
inclusive to all. The committee is continuing to look at the results of the staff survey
throughout the year and looking ways it can improve the working environment for all.
The Board of Trustees is fully committed to the quality agenda. The hospice has a wellestablished governance structure, with members of the board having an active role in
ensuring that the hospice provides a high quality of service in accordance with its Statement
of Purpose.
Chair of Clinical Governance Board
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