Contents
Page number
Introduction by Chief Executive
3
Who we are and what we do
Our vision, mission and values
Review of last year’s quality improvements
National clinical audits
Data Quality
Research
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5
6
6
6
Quality overview of services
Inpatient unit
Day Hospice
Orchard centre
Carers support
Hospice at Home
Community team
Bereavement service
Education
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8
8
8
8
9
9
10
Quality markers
Review of quality performance
What patients and families say about the services
at St Wilfrid’s Hospice
User involvement
What others say about St Wilfrid’s Hospice
What our staff and volunteers say about the organisation
Priorities for improvement for 2014/15
Quality improvement and innovation goals agreed by
our commissioners
The Board of Trustees commitment to quality
Statements from local Healthwatch and Clinical
Commissioning Group
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10
12
14
15
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Introduction by Chief Executive
On behalf of myself and the Board of Trustees, I am
delighted to introduce our Quality Account for the year April
2013 – March 2014. I hope that the document proves an
interesting way of summarising and demonstrating our
commitment to quality.
St Wilfrid's Hospice Chichester, as a local charity has been
providing high quality specialist palliative and end of life care
to people in need since 1987. The majority of our patients
are cared for at home - at any one time we care for over 200 people at home, in local
nursing and care homes, in hospital and at the Hospice. We are not part of the NHS,
although we work collaboratively with its services and we provide our care free of
charge, relying on public donations to ensure as many people as possible receive
our care. We receive a grant from the NHS which meets 14% of our annual costs.
This report is designed to show actions we have taken over the last year to improve
our services so that we continue to provide high quality and cost effective patient
care. We thank all the staff and volunteers for their high quality work and
commitment and hope that they are proud of our achievements detailed in the report.
We are always looking for better ways of delivering our services and ways in which
we can develop and improve; despite very high levels of satisfaction with our
services there is always room to do more. We are committed to further development
of our much needed services to meet the growing needs of those in our community
who could benefit from our expert care.
St Wilfrid's has a well-established and effective clinical governance function,
incorporating a quality and audit programme, which acts as the driver for continuous
improvement in the quality of patient care. The views, experiences and outcomes for
patients and their families are paramount to quality improvement and are of great
importance to us. Questionnaires, surveys and feedback cards are just some of the
ways we listen. From this we are able to learn, develop and improve the services we
provide.
Thank you to the many and varied supporters of the vital work of the Hospice;
without this support we would not be able to deliver our services which make such a
significant difference to those in need of them.
I am responsible for overseeing 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 healthcare services provided by our
Hospice.
Thank you for your interest in the work of St Wilfrid's Hospice.
Alison Moorey, Chief Executive
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Who we are and what we do
This section includes information that all providers must include in their Quality
Account. (Some of the information does not directly apply to Specialist Palliative
Care providers).
The purpose of St Wilfrid’s Hospice is to relieve the suffering of people with cancer
and other terminal conditions and support families, carers and friends including the
provision of bereavement support.
In May 2009 the Board of Trustees agreed St Wilfrid’s Hospice’s Vision, Mission and
Values statement.
Vision
Mission
Values
Agreed statement
St Wilfrid’s Hospice aspires to a time when all
services work together to provide high quality
palliative and end of life care to meet the needs of all
in our community.
Our mission, as a charity, is to provide high quality
specialist palliative and end of life care to adults in our
local community, complementing NHS and other
services.
 People at the heart of care
 Excellence in all we do
 Close working with others
 Support for our staff and volunteers
 Independent and accountable
 Financially secure
 Communication and education
 Integral part of the local community
Hospice services
During 2013 -2014 St Wilfrid’s Hospice provided the following services to NHS
patients and families:
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Inpatient care
Day Hospice
Hospice at Home
Community Team, including Doctors, Clinical Nurse Specialists, Chaplaincy
Psychosocial Team and Volunteers
Physiotherapy and Occupational therapy
Complementary therapy
Support in local hospitals
Bereavement service
Education
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St Wilfrid’s Hospice Audit Group regularly reviews feedback from patients, relatives,
carers, staff and volunteers on the quality of care provided within all of these
services for NHS patients. The Audit Group reports this feedback to the Governance
sub-committee of the Board and relevant Heads of Department.
St Wilfrid’s Hospice is funded through an NHS grant, fundraising and retail activity.
The income generated from the NHS represented approximately 14% of the overall
running costs of the Hospice 2013 -2014. The remaining income is generated
through legacies, generous support from our local community, retail, fundraising and
investments.
Review of last year’s quality improvements (2013-2014)
Improvement Priority 1: Introduce a third Consultant in Palliative Medicine with
a specific education remit
Following the Board’s agreement, a third Palliative Medicine Consultant was
recruited in April 2014. This post takes a clinical lead with patients with Motor
Neurone Disease, works closely with the local MND Association, the community
multidisciplinary team and other external agencies to agree effective clinical
guidelines.
There is now more consultant time available for a timely response for complex
palliative care issues over a 24 hour period. An increased presence at St Richard’s
Hospital is now achievable as a direct consequence of this position.
This post holder has an active part in our education department, participating with
many sessions on our degree course, plans to deliver clinical updates for staff next
year and contributes to SWH Education Strategy Group.
Improvement Priority 2: Develop electronic End of Life Documentation
Following the implementation of SystmOne electronic database, work was
undertaken on an electronic version of the End of Life Documentation to be used by
the Multidisciplinary Team.
A steering group led by the Medical Director and in conjunction with senior nursing
staff from the IPU and community team agreed a new format of document for the last
few days of life. This new electronic document has an emphasis on good
communication with patients and their families/carers. In addition to this, enhanced
care plans were developed detailing the frequent individualised nursing care required
for every patient in the last few days of life and care after death.
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Extensive training was undertaken for all the multi-disciplinary team with very
positive feedback from staff. Regular documentation audits will continue to be
completed to monitor standards of documentation throughout the service.
Improvement Priority 3: Develop enhanced support to local care homes
As discussed at the Board Away Day in 2013 this proposal has been taken forward.
In March 2014 a new position of Practice Educator was established to provide
additional support to staff and residents in care and nursing homes. As a
consequence the Practice Educator has introduced herself and communicated what
she can offer to 78 generalist care homes in St Wilfrid’s catchment area. A new
database has been established to back up this service.
Working relationships have been established with other agencies and educators in
order to ascertain what is already available and to provide extra choice to care home
staff.
A three day multi-disciplinary course for care home staff started in May 2014 with an
emphasis on unnecessary admission avoidance at the end of life. By increasing
knowledge and confidence, together with collaborative working, the aims of this
course is to increase forward planning for care and develop skills so staff can help
patients express their wishes and preferences including preferred place of care and
death, thereby reducing hospital admissions that are unnecessary where possible.
This project is being funded by the Clinical Commissioning Group.
Additional work is underway to develop an end of life care education package for
care homes and to deliver Dementia Friends awareness sessions for healthcare
professionals and the community alike.
Participation in clinical audits, National Confidential Enquiries
For 2013-14 no national clinical audits and no national confidential enquiries covered
NHS services relating to palliative care. St Wilfrid’s Hospice only provides palliative
care and carries out internal clinical audits throughout the year as part of our service
provision.
Data Quality
St Wilfrid’s Hospice did not submit the National Minimum Data Set for 2012-2013
and 2013-2014 due to difficulties extracting accurate information, whilst transferring
to a new clinical electronic database system. We expect our new electronic database
- SystmOne to facilitate this information more easily in the future.
The Governance sub-committee of the Board will continue to review the data outputs
in order to improve the quality of patient data reporting.
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Research
St Wilfrid’s Hospice has not participated in any national ethically approved research
studies. However with the approval of the Board of Trustees and Management Team
a member of the SWH Clinical Nurse Specialist team undertook a study exploring
the impact on quality of life in people who were coping with chronic illness whilst
homeless for her MSc dissertation.
Research objectives:
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Identify those who were homeless and living with chronic illness within a
locality
Explore how they coped day to day
Examine how these issues affected their quality of life
Data was collected using one-to-one interviews with twelve homeless people living
within a UK locality who had access to day centres for the homeless. Interview texts
were transcribed and analysed to enable interpretation of meaning.
Findings from this study provided in-depth data on participants’ chronic health
issues, with some directly attributing worsening health to becoming homeless. Some
perceived inadequate support from healthcare services as a contributory factor.
Participants had experienced past abuse and relationship breakdown, issues that
still affected them and their ability to cope. Many continued to struggle with the
complexities of ill health and substance abuse, with a negative impact on quality of
life.
A number were found to be coping with daily life through the support of family,
healthcare professionals and charity workers. Participants were found to be selective
in the healthcare services they utilised, sometimes influenced by previous negative
experiences with health care.
This insightful and meaningful piece of research was presented at the RCN research
conference in April 2014, SWH study days on homelessness and to internal staff and
Board of Trustee members. This important piece of research has provided valuable
insight for all healthcare professionals about the silent voice of the homeless.
Quality overview of services
Inpatient Unit
The Inpatient Unit supports many patients and their families providing symptom
control, end of life care and pre-planned respite breaks for carers. There is a doctor
on-call 24 hours providing support to the inpatient team and our patients in the
community.
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Clinical Activity
Inpatient admissions
% of bed occupancy
Ward discharges
Non-cancer/non MND admissions
2013/2014
302
84%
125
27
2012/2013
304
78%
100
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The numbers of non-cancer referrals have increased which is something we wish to
continue and improve on. We now take ‘self –referrals’ i.e. patient/family/carer phone
asking for referral to our services.
Day Hospice
The Day Hospice continues to support patients and their carers two days a week.
The staff provide holistic care and interventions to address physical, psychological,
spiritual and social symptoms. Patients have access to other members of the multidisciplinary team if required. Complementary therapies, including relaxation and
mindfulness, and are provided by volunteers. There are opportunities to meet others
in similar circumstances, enjoy structured activities or relax in a supportive calm
environment.
Orchard Centre
The Orchard Centre and cafe is open every Wednesday allowing patients and their
family/carers to drop-in for various activities and clinics with members of the
multidisciplinary team. This initiative often serves as a gentle introduction to the other
services the Hospice can provide.
Feedback from patients and carers is sought to continually review and improve the
service we offer.
Orchard Centre Activity
Total patient attendees
2013/2014
837
2012/2013
782
Carers Support
On the last Wednesday of every month we work in partnership with Carers Support
West Sussex and Carers Health Team Sussex Community NHS to deliver an
information session to carers. The aim is to offer information and support to all those
caring for someone under the care of the Hospice.
Hospice at Home
The Hospice at Home (H@H) service operates 24 hours a day, 7 days a week and is
involved in the last few days of life or in response to a palliative care crisis. H@H
offers patients care at home, including personal and emotional nursing care, support
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with symptom control and support for carers and their families. This often facilitates
patients’ preferences to remain at home in their final days.
A rapid response service is also available, with the aim of delivering hands-on care
within three hours of the request, whenever resources allow.
The service works collaboratively with all other health, social care and voluntary
service providers as required. The numbers of referrals made to Hospice at Home
have increased as the service develops.
Clinical activity
No. referrals to H@H
Deaths at home with H@H
involvement
% Patients that achieved their
preferred place of death
(where known)
2013/2014
233
87
2012/2013
225
99
97%
86%
An impressive proportion of place-of-death preferences were achieved. Of 78 people
who died, 76 achieved their preferred place of death with two patients who did not,
one patient was too unwell to travel and one patient died at home with H@H support.
Community Team
The number of patients supported by the Community Team continues to increase.
They work in close association with the patient’s General Practitioner and the
Community Nursing team. The majority of the ten Clinical Nurse Specialists are
independent nurse prescribers, providing symptom control, advance care planning,
psychological care and bereavement support at the patient’s home or in outpatient
clinics.
Clinical activity
New patients seen
2013/2014
Comparative data
not available
51%
% of deaths at home or a care home
2012/2013
617
45%
One of our key objectives for 2013-2014 was to support patients who wish to die at
home; it is excellent that a greater number of patients have been able to achieve this
with our support.
Work is ongoing to improve the information derived from the SystmOne database.
This is proving to be challenging particularly where comprehensive patient data not
always entered to protocol. This will be addressed by new dedicated staff improving
at the quality of data entry and working further on data interrogation.
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Bereavement service
Bereavement care is co-ordinated by the Psychosocial Team, working with the
Chaplains and a team of 29 Hospice Visitors. The Hospice Visitors are a team of
volunteers who attended an in house training course and receive regular supervision
from the Psychosocial Team.
Relatives and friends of people who have died under the care of the Hospice
(whether they have died in the Hospice, the hospital, at home or in a nursing home)
receive a letter and booklet approximately four weeks after death. This explains the
support that is available and who to contact if they would like support. This
information is sent to every person the patient has identified as significant to them.
Approximately two weeks after this relatives and friends are called to see if they
have received the information and whether they feel they would like some support.
The Bereavement Service offers one to one counselling or emotional support, family
group therapy and three bereavement groups.
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Safe Haven - a group for people who have recently been bereaved
Open House - a drop-in group which gives people the opportunity to meet
others in a similar situation to exchange information and coping strategies.
Support is available from staff for those who wish to talk on an individual
basis or feel they need specialised support
Walk and Talk Group - these are guided walks for bereaved relatives under
the care of the Hospice. The one to two mile walks are on easy going flat
surfaces beginning and end at the same place.
The Psychosocial Team also supports children who are facing the death of someone
significant in their lives.
Education
The education department of SWH has been very active since the offset and for
more than a decade has delivered university accredited courses alongside a
selection of other longitudinal courses and study days. The courses it offers relate to
palliative and end of life care and complementary therapies, latterly it has offered
courses in mindfulness open to the public and runs regular dementia awareness
sessions.
There are two permanent lecturers and two education assistants and the department
is very versed in the delivery of university accredited modules, marking and exam
board preparation. The Board of Trustees and Management Team see the education
department as a core extension of the hospices in reach into the community. The
vision and values of the education department echo those of the Hospice itself.
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Quality markers
Review of quality performance
We have chosen to measure our performance against the following metrics:
Indicator
Complaints
Total number of formal clinical complaints
Total number of formal non-clinical
complaints
Number resolved satisfactorily
Patient safety incidents
Number of serious patient safety incidents
Number of patient falls on IPU
Patient safety incidents (infection)
Number of patients known to become
infected with MRSA whilst on the Inpatient
Unit
Number of patients known to become
infected with C.difficile whilst on the
Inpatient Unit
2013/2014
2012/2013
3
6
1
0
9
1
0
52
0
37
0
0
0
1
Formal complaints are uncommon but can provide useful insights into how services
are perceived. As a result of complaints, the inpatient falls policy is being reviewed
and ward sister attendance on consultant ward rounds is now in place. Following
comments about clutter and an empty bed being stored in the highly visible glass
corridor to the Day Hospice, this area has been tidied up and provided with
permanent furniture to prevent further accumulation of clutter.
The increased number of patient falls is being looked into and though the overall
number of patient falls is higher than the previous year, the number of falls resulting
in injury is significantly less
The Governance Committee carried out a formal review of the recommendations
made in the Francis Report published in response to the failings of the Mid
Staffordshire NHS Trust. The committee was satisfied that the required processes
and actions are in place to assure the Trustees of the safety and quality of services.
Clinical Audits 2013 – 2014
To ensure that we are continually meeting standards and providing a consistently
high quality service, St Wilfrid’s has an audit programme in place. The programme
allows us to monitor the quality of service in a systematic way, identifying areas for
audit in the coming year. It creates a framework where we can review this
information and make improvements where needed. Quarterly Governance meetings
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provide a forum to monitor quality of care and discuss audit and quality evaluation
results. Recommendations are made and action plans developed.
A sample of clinical audits completed at St Wilfrid’s Hospice 2013-2014:
Audit
Findings, recommendations and actions
Infection Control Inpatient Unit
January 2014
Overall compliance 97%. Results to be fed back to appropriate
departments. Recommendations included ensuring plant
leaves in Hospice are clean and removing dust behind desks.
Repeat audit in 12 months.
Lone Worker Hospice January
2014
Mouth Care October 2013
Overall compliance 100%. The audit trail evidenced all Lone
Working staff were following the correct procedure.
Ward Discharge June 2013
Audit score 84%. The audit analysed whether ward discharges
were achieved in a timely manner without avoidable delays
and if delays did occur, what reasons were identified. Most
discharges happened within two weeks of the discharge
decision being made, which met the standard required.
Documentation
Audit
December 2013
Overall compliance 62%.The Hospice implemented a new
computerised system and therefore continued support and
education is required. Repeat audit due July 2014.
CNS Prescribing
Audit
January 2014
Overall compliance 95%. This audit demonstrated the
prescribing CNSs were following the criteria for completing
prescriptions correctly and ensured the information was
available for the GP within 48 hours.
All patients had a mouth care plan and the right equipment for
their needs. This was an improvement from the last audit in
April 2013. Results reported to nursing staff.
The Hospice has an Audit Action Log to ensure recommendations from all the audits
undertaken at St Wilfrid’s Hospice have been carried out and monitors when a
repeat audit is required.
The Hospice has an Audit schedule planned for each year; this is planned by the
Audit group. On some occasions an audit may need to be repeated if and when a
problem is identified.
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What patients and families say about the services they receive at St
Wilfrid’s Hospice.
The views and experiences of patients and their families are important to the
Hospice and enable us to look at how we can learn, develop and improve the
services we provide. The Hospice undertakes a series of questionnaires, surveys
and carers groups on a regular basis as detailed below:
Inpatient Survey
The Inpatient Survey is on-going throughout the year; volunteers are involved with
giving out and collecting the surveys to patients. Feedback has been extremely
positive.
A sample of results and comments are as follows from the last two quarters:
Question
AugOct
2013
Do the staff involved in your care explain what
they are doing?
Do you have confidence in the staff who are
caring for you?
Do you feel the staff make an effort to meet your
individual needs and wishes?
Do you feel you are treated with respect?
Would you know what to do if you were
dissatisfied about something?
Has your admission to the Hospice been helpful
so far?
Yes
100%
Nov
2013Jan
2014
Yes
100%
100%
100%
90%
100%
10%
95%
100%
5%
62%
85%
5%
95%
92%
5%
Not answered
There has been improvement in the score around knowing what to do if dissatisfied.
The nursing team continues to ensure that an information folder is accessible in each
patient’s room and point out the relevant paragraph on their admission.
Comments from the Inpatient Survey (August 2013 – January 2014)
“It’s personal and you can tell the staff do care.”
“Always treated with respect and given a name.”
“Level of care extremely impressive.”
“Given me peace and quiet and time for reflection.”
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Trustee Visit
In April 2014, one of SWH Trustees visited the Inpatient Unit to gain an insight into
ward routines including mealtimes and the nursing handover. The Trustee also
observed how the team worked together, communicated between staff, volunteers
and patients, and observed the general cleanliness of the ward environment. The
Trustee’s report was presented to the Board of Trustees Governance Committee and
distributed amongst the staff.
The Trustee was impressed by the presentation of the food and the positive
comments by a patient ‘the meals are small but I can always ask for more’ and ‘the
smoothies are wonderful’. It was noted that there was ‘some concern that the meals
may not be served quickly enough’ but observed members of staff coming to help to
distribute food. At the nursing handover it was observed that ‘everyone was keeping
each other informed’ and in particular ‘heartfelt concern for patients and empathy for
their needs’. Also, many examples of good documentation were noted. The Trustee
also spoke to a couple of volunteers on duty who commented that they felt ‘welcome’
and ‘cared for’ by staff.
The Trustee mentioned one room ‘looking homely’ and ‘a bit cluttered’ but observed
that this was due to patient choice.
Feedback from people who have received bereavement support:
Comments from bereavement group attendees
“It helps to know I am not alone, knowing others feel the same helps”
“It’s a safe place – helps me to cope with the rest of the week”
“I have made new friends here, ones that understand how I feel”
Comments from people having one-to-one support
“I thought I was going mad, no one else would listen. I got your leaflet
and knew what I was feeling was ok. I rang and made an appointment
to see someone.”
“I didn’t know what to do or who I was, I was lost, you helped me work
things out in my mind.”
“I was thinking about all the people who had died in my family, it was
all too much. I was surprised how much better I felt after attending.”
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User involvement
SWH continues to take account of and act on the views of its users as described
below:
 The inpatient questionnaire showed a very high level of satisfaction both in
scored items and free-text comments. Following requests from patients and
families, a small table has been provided in the sitting area suitable for doing
puzzles, playing board games or to take meals at instead of in patient rooms.
A request for small fruit bowls for patients’ bed side tables has been complied
with.
 A patient reported difficulty adjusting the curtains in his room. A specially
procured wand was tried but a better solution was changing the style of
curtain track. Following previous comments about the need for better shading
from sunlight in some patient rooms, electrically-operated awnings have been
installed. A complaint about the noise of the washing machines at night has
been resolved by increased awareness of the need to keep the washing room
door closed.
 A carer was unable to attend to have a back massage in office hours. It was
arranged for the therapist to stay on after the normal end of the clinic so that
the carer could have a treatment. She wrote subsequently: “Thank you for
arranging a late appointment for me after work, as this enabled me to have
the treatment.”
What others say about St Wilfrid’s Hospice
St Wilfrid’s Hospice is required to register with the Care Quality Commission, the
regulatory body that ensures that we meet our legal obligation in all aspects of care.
Our last unannounced routine inspection was in October 2013; the Care Quality
Commission inspector looked at the treatment records, observed how people were
being cared for, talked to staff, reviewed information from stakeholders and talked to
people who use our services.
The particular areas assessed within the Essential Standards of Quality and Safety
document were:
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Care and welfare of the people who use the services
Meeting nutritional needs
Staffing
Complaints
Records
The Care Quality Commission Inspection Report confirmed all the above standards
were met. The inspector looked at documents and patient records and observed the
care being provided to people. They wrote: “We saw very good care with real
attention to detail and respect for people’s wishes.” All the staff the inspector spoke
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to were very happy in their work and described ‘the joy and privilege of having the
time, resources and support to care for people properly’.
Patients spoke about the food being ‘good and they make it easy for me to eat. I
need easily digested food and they can’t do enough for me’.
In the report it says: “There are enough qualified, skilled and experienced staff to
meet people’s needs; we spoke to one person who said: ‘they seldom have to press
the bell as there were so many staff or volunteers present that someone was always
watching and waiting to help’.
The inspector wrote: “People are made aware of the complaints system because it is
displayed and accessible to everyone using the Hospice. One person said: “They are
so good at sorting things out as soon as you mention something.”
The inspector was shown records of people being cared for and commented: “The
records were very comprehensive and contained all the information to be able to
provide appropriate care to each person.”
A copy of this report will shortly be available on St Wilfrid’s Hospice website.
What our staff and volunteers say about the organisation
Our last staff survey was undertaken during June and July 2013. The survey was run
by Birdsong Charity Consulting, on behalf of Help The Hospices. Overall the results
were very positive, with a very small number of negative comments relating to
aspects of management. To ensure all staff were given the opportunity to comment
and help identify improvement, the following plan was undertaken:
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The results were made available firstly to the senior staff group for comments
or feedback
the results were then available to all staff and the staff forum who were asked
to discuss and make comments and suggestions
presentation of the results was made to HR committee of the Board
the issues identified were formulated in an action plan which was reviewed
throughout the year
To the question?
If a friend or relative needed treatment I would be
happy with the standard of care provided by this
organisation
I understand what this charity wants to
achieve as an organisation
I enjoy working with the people in
this charity
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Yes
100%
98%
98%
Q. What is the best thing about working for your charity?
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Providing a very worthwhile service for a good cause.
People focus – patients, staff and volunteers.
Working in a good team, friendly atmosphere with good leadership.
The work we achieve in serving our community – we really do make a
difference.
Source: Birdsong Hospice Staff survey 2013
As a consequence of issues raised and the comments and feedback received from
the staff the following actions have been undertaken:
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Board and Management Team to discuss options to resolve issues related to
space/facilities and parking.
Line managers to lead the process of succession planning for their
department. It was noted that this will remain an issue while low turnover
continues.
Format of the senior staff group reviewed.
Clinical strategy group will involve staff regarding future developments
Staff have been reminded there is a process to follow to request changes to
work hours and patterns.
Line manager training implemented for newly appointed and current line
managers.
It was agreed to repeat the same survey after two years and monitor informal
feedback from staff forum and senior staff group in the meantime.
Staff turnover ( including Retail)
Staff leaving (including retirement)
Jan –Dec 2013
14.6% (18.52 FTE)
Volunteer Annual Review
Our last survey of our
Volunteers was undertaken in
December 2013, (excluding
shop volunteers).
Out of 263 volunteers, 133
surveys were returned (51%
return rate).
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Jan – Dec 2012
7.2% (9.19 FTE)
A sample of the feedback received is as follows:
Questions
Are you satisfied with your current role?
Is the support and training offered adequate?
Do you feel valued by members of staff at the
Hospice?
Yes
131
133
133
A couple of volunteers were looking for a change in volunteer role. The Volunteer
Service Leader discussed this with the individuals concerned and now the volunteers
are in patient-facing roles and feel their experience as a volunteer is more fulfilled.
Communication has greatly improved between the Hospice and volunteers over the
past year via the monthly publication produced by the Volunteer Team called ‘Vista’,
plus the introduction of the Volunteer Forum which volunteers feel gives them a true
voice.
In October 2013 we have implemented three new volunteer roles on the Inpatient
Unit – Meet & Greet, Patient Companion and Mealtime Assistant which have proven
to be of great support to the nursing team and further recruitment and training will
now take place during summer 2014.
What volunteers enjoy most about working at St Wilfrid’s
“Carrying out my duties on the wards and knowing that in some small or large way, it
is helping the patients, their relatives and the ward staff.”
“Contributing something worthwhile – in my case driving Hospice minibus
Being able to use my complementary therapy skills within the Hospice
Being part of a wider community.”
“The staff are incredibly supportive of volunteers and the patients so appreciative of
your time.”
“Apart from my love of the flowers, I enjoy the cheerfulness of the staff and seeing
how well the patients are looked after.”
“I feel privileged to work in such a wonderful, caring Hospice.”
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Priorities for improvement for 2014 – 2015
Future Planning Priority 1: Development of Palliative Day Services,
Following a conference for Day Care Leaders and an awareness of an increased
number of patients living longer with complex co-morbidities in our community, a
working group will be set up to develop palliative day services run by St Wilfrid’s
Hospice(SWH).
Action required:
 Process to be led by Day Hospice Team Leader and Palliative Medicine
Consultant
 Recruit a part-time staff nurse
 Agree referral criteria for new Supportive Care Clinics
 Work in collaboration with existing clinical teams
 Create individualised and group support programmes
 Monitor impact of new service
 Gain patient and user feedback
Future Planning Priority 2: Joint funding for End of Life Care Project Manager
position within the Coastal West Sussex Commissioning Group
As from 1st April 2013 the Coastal West Sussex Commissioning Group (CCG)
assumed its full responsibilities under the changes in the structure of the NHS.
Following an analysis of end of life care by the CCG and based on sound working
relationships, a two year part-time Life Care Project Manager position has been
jointly funded by the CCG, St Barnabas and St Wilfrid’s Hospices.
The aim of this post is to improve end of life care in the wider community and
establish closer working with the CCG, demonstrating commitment from both
hospices to benefit the community as a whole. .
Future Planning Priority 3: Enhancing dementia awareness
In support of an Alzheimer’s Society initiative (funded by the Cabinet Office and
Department of Health) the education department at SWH plan to provide
opportunities for the general public to become a ‘Dementia Friend’. These sessions
are facilitated by three staff and two volunteers from SWH who have trained to be
Dementia Champions. The aim of the initiative is ‘to create dementia-friendly
communities and improve everyone’s understanding of the needs of people with
dementia and how we can help’. As a consequence of this initiative, all staff at SWH
will have the opportunity to become a ‘Dementia Friend’ as part of this year’s inhouse training.
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Quality improvement and innovation goals agreed by our commissioners
St Wilfrid’s Hospice NHS income in 2013-2014 was not conditional on achieving
quality improvement and innovation goals through the commissioning for quality and
innovation payment framework.
The Board of Trustees commitment to quality
The Board are fully committed and supportive of the provision of a high quality
clinical service which they place at the heart of all decisions they make about the
Hospice and its strategic development. The Hospice has a well-established
governance structure, with members of the Board having an active role in ensuring
that the Hospice provides a high quality service.
The Board of Trustees meets formally every other month and in the intervening
months receives updates and presentations from clinical and other staff to enhance
their understanding and awareness of our services. The Management Team ensure
that the Board are kept informed of all relevant information with regard to clinical
services. All the above ensure that the Board have a ‘real feel’ for the level of care
provided. The Board are confident that the care and treatment of patients is safe,
cost effective and of a high standard.
Statements from local Healthwatch and Clinical Commissioning Group
Healthwatch West Sussex have not been able to prepare a comment on this Quality
Account report and we have sent the document to the Coastal West Sussex Clinical
Commissioning Group but have not received any comment.
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