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Pilgrims Hospices says Thanet CQC report will inform our development plans

Posted on 8 September 2016

Following a recent inspection, independent regulator the Care Quality Commission has told Pilgrims Hospices Thanet it has improvements to make, although the regulator confirmed the site provides ‘compassionate, person centred care with a clear direction’cate-russell-chief-executive-copy

We are very proud that there were overwhelmingly positive comments from our service users and we welcome any commentary that will enable us to improve further.

Cate Russell, Pilgrims Hospices Chief Executive, said: “We are very proud to be rated ‘Good’ in the areas of Caring and Responsive. There were overwhelmingly positive comments from our service users and this is a consistent theme in the report from the CQC. We welcome any commentary that will enable us to improve further, so this report will help to inform our existing quality improvement plan. Our staff, volunteers, new leadership team and trustees are totally focused on delivering excellence in end of life care in Thanet, as in all our services.”

The charity has highlighted key points from the CQC Inspection Report:

The CQC report states that our vision ‘to provide specialist palliative care to the people of east Kent’, ‘keeping them at the centre of all we do’ was seen throughout the hospice; where staff provided compassionate, person-centred care. A commissioner even commented that ‘the service had a clear direction’.

The CQC stated that people felt safe whilst receiving care and treatment from us. One patient said ‘I am treated as though I am precious and I am treated with the utmost respect’. A family member fed back that ‘every step of Mum’s care has been explained to us and Mum has been consulted on every decision. As a family, we can’t believe the lengths Pilgrims staff have gone to, to ensure her happiness. We are truly amazed’ and ‘staff are absolutely marvellous, from the ladies who volunteer to the nurses and the doctors, they listen to you. Everyone is so caring and understanding, I have felt surrounded by love’.

The CQC has, however, given us an overall rating of ‘Requires Improvement’ and the specific areas of improvement the report would like us to focus on are:

Safe

The CQC’s findings in relation to drug storage which led to the ‘requires improvement’ on safety are being taken very seriously, but are set against a wider picture of sound practice in this area. Patients and relatives should be reassured we are committed to ensuring medicines are consistently stored and disposed of safely.

Effective

The CQC acknowledges that staff received the training they needed to carry out their roles, with ‘comprehensive induction’ and ‘specialist training specific to the care of people with life limiting illness’. However, we were disappointed that some staff felt they may not have had some elements of supervision and this led the CQC to rate us as requiring improvement in this area. Patients and relatives should be assured that day to day supervision of staff is completely appropriate and this is acknowledged in the report.

Well led

The CQC acknowledges the ‘service had a clear management structure and lines of accountability. There was a programme of clinical governance and audit to identify and address any shortfalls.’ In addition they stated that ‘people and visitors said that the service was well managed as they had positive day to day experiences’.

However, we are concerned about the CQC comments relating to staff morale and bullying and we will be redoubling our continued efforts to understand and address this. It is something that will take time to resolve as it is a cultural issue and this was recognised by the CQC. The CQC stated that ‘the new management team was aware of staff’s feelings and that it will take time to change the culture of a service. They had put in a range of initiatives to engage with staff.’

Conclusion

While we are disappointed with our overall rating of ‘Requires Improvement’, we think the report clearly sets out our challenges whilst also recognising the positive impact of our work.

The CQC states that our vision ‘to provide specialist palliative care to the people of east Kent’, ‘keeping them at the centre of all we do and this was seen throughout the hospice; where staff provided compassionate, person centred care. A commissioner commented that the service had a clear direction’.

If you are a hospice supporter or a service user and you have any questions or concerns about the information in the report, please click here to get in touch or if you are a patient or family member you can contact us using our Pilgrims Hospices Advice Line for patients and carers 01233 504133.

As a learning organisation, Pilgrims Hospices will be developing and publishing on its public website a CQC action plan to address all of the issues raised.

 

 


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