Celebrations as inspectors praise our ‘outstanding’ Hospice

An inspection team from the Care Quality Commission (CQC) has rated us as ‘outstanding’ following a two day unannounced visit in April of this year.

In its report, published on Monday 8 August, the Care Quality Commission (CQC) praised the quality of care provided, as well as the ‘friendliness, approachability, empathy, kindness and compassion of our staff’.

Our Chief Executive Barbara Gale said: “We are proud that our staff and volunteers have been acknowledged for their excellence.

“At St Nicholas Hospice Care we believe everyone deserves outstanding care and that it should be available whatever a person’s needs are and wherever they call home.

“We will continue to do our best as well as share our knowledge with care homes, hospitals and prisons so outstanding care can reach more people.”

Inspectors rated the organisation as ‘outstanding’ on areas of caring and leadership with areas of safety; responsiveness and effectiveness rated ‘good’.

Read all about us and our relationship with the Care Quality Commission here.

St Nicholas Hospice is an outstanding service. It is truly focused on the individual needs of people that they support, giving people support at the time they need it in a way and place that best suits them and their family.

People spoke of a service that was tailor-made for them and their families saying that staff truly went the extra mile to offer understanding, empathy and choices that were based upon information and keeping people informed and involved.

During the visit, which took place on April 19 and 20, the team of four inspectors observed meetings, nurses providing care and telephone advice and met staff on a training day.

Inspectors spoke to 19 people who used inpatient and Hospice at Home services, 12 relatives and visitors, five volunteers and more than 15 members of staff, they were able to ask questions as well as seek their views on the care we provide.

This report assures the West Suffolk and Thetford community that their Hospice is striving to ensure everyone has the very best experiences in the final chapters of their lives.

One person told inspectors: “In my darkest hours I rang them. Not only were they wide awake to listen to me, they were so helpful with their brilliant advice and to top that they were sympathetic to me.”

When explaining the difference the Hospice at Home Service made to them one person told the inspectors:  “They were absolutely amazing. They were available to us on a daily basis for six weeks. They were there for us, answering every one of our questions.”

Our  leadership was also recognised for being inclusive and promoting a culture of excellence, where staff felt listened to and views were actively sought.

Debra Garside, Hospice Clinical Services Manager, said: “Listening to feedback from our staff is important. They help us anticipate change in the community and shape services to meet the needs of our patients.

“If the Hospice is to maintain its outstanding services and develop them even further, listening to their views is something we will always hold as a top priority.”

Everyone at St Nicholas Hospice Care should be very proud of this rating by the CQC.  The staff work very hard to support those people who are living with long-term and life-threatening illnesses. They much deserve being recognised as ‘outstanding’.

You can read the full report here.