24th October 2025

    CQC rates Pilgrims Hospice Ashford as outstanding overall for a second time

    The Care Quality Commission (CQC) has rated Pilgrims Hospice Ashford, run by Pilgrims Hospices in East Kent, outstanding overall for a second time following an inspection in May.

    Pilgrims Hospice Ashford provides specialist palliative and end-of-life care, advice, and support for adults with life-limiting illnesses and their families across east Kent.

    CQC carried out the inspection as part of its routine monitoring of care services.

    CQC has upgraded the rating for how well-led the hospice is from good to outstanding. How responsive and caring the hospice is has again been rated outstanding, and how safe and effective it is has again been rated good.

    Serena Coleman, CQC deputy director of operations in Kent, said:

    “At Pilgrims Hospice Ashford, we found a service providing exceptional, person-centered care where compassion, dignity, and respect are at the heart of everything staff do.
    “People told us that staff had transformed their experience of end-of-life care, turning what could have been a time of fear and sadness into one filled with peace, comfort and meaning. One person told us they felt ‘safe, cared for and genuinely loved,’ and relatives described the care as ‘life-changing.’
    “Staff showed extraordinary kindness and understanding. They took time to get to know every individual and their family, recognising what mattered most to them.
    “We heard moving examples of staff going above and beyond arranging weddings and birthday celebrations, helping people make memory boxes with their children, and even fulfilling last wishes such as sharing a favourite meal or listening to a special piece of music together.
    “People said they felt listened to and respected, with their views shaping every aspect of their care and support. Staff supported people to maintain their independence and choice, involving families and loved ones in decisions every step of the way. They also supported relatives after bereavement through the hospice’s compassionate counselling and community programmes.
    “Leaders have created a culture where every team member feels valued and empowered to provide outstanding care. Their commitment to continual learning and collaboration ensures people always receive safe, high-quality, and holistic support. Pilgrims Hospice Ashford is a shining example of what can be achieved when a service puts people first and leads with empathy, skill, and heart.”

    Inspectors found:
    • Staff delivered complementary therapies such as massage, aromatherapy, and art activities to help people relax, ease pain and anxiety, and stay connected to what matters most to them.
    • The team runs the Stepping Stones programme and bereavement cafés, providing long-term emotional support for families through counselling and peer groups led by trained volunteers.
    • Staff used virtual-reality and video-link systems to help people connect with loved ones and manage symptoms like anxiety or breathlessness.
    • The hospice provides spacious private rooms, gardens, and faith rooms that promote comfort, inclusion and reflection, welcoming families and pets as part of the care experience.
    • Staff spoke proudly about working at the hospice, crediting strong leadership, accessible training, and a supportive culture that values their wellbeing as much as that of the people they care for.

    The report will be published on CQC’s website on Friday, 24 October 2025.
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