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Bolton Hospice Quality Accounts 2016-2017 JE/dw/June 2016 1

QUALITY ACCOUNTS Bolton Hospice

2016 – 2017


Chief Executive’s Statement

The reporting period is 2016-17, providing a snap shot of now, 2016 and the action planned for continuous improvement going forward into 2017.

Bolton Hospice is an independent charity (registered no 518704) and constituted as a company limited by guarantee (registered no 0211495). The Hospice is governed by a Board of Trustees and run by the Chief Executive and the Senior Management Group (Palliative Care Consultant, Clinical Services Director, Finance & Corporate Services Director and Income Generation & Communications Director).

We provide the following services:

18 Inpatient beds

Outpatient Clinics

Day Support Services

24 Hour Advice Line

Hospice at Home

Lymphoedema Clinic

Physiotherapy

Occupational Therapy

Complementary Therapy

Social Work Services

Bereavement Support

Education and Training

Hair and Image Services

Chaplaincy and Reflection

Creative Therapy

Macmillan Cancer Information and Support Service All of our services are provided free of charge to patients and their families, we income generate 89% of our £4.25 million total annual running costs through charitable donations, our lottery and retail operation. We receive a contribution of approximately one third (just over £1 million) towards our direct clinical care costs from the NHS via Bolton Clinical Commissioning Group (CCG). The charity, through its Trustees, are accountable to the Charity Commission, Companies House and its membership, who are drawn from the local community. We are registered with and inspected by the Care Quality Commission; the CQC are our regulators who obtain information about our services from a number of sources and use these to build a picture of the quality of the care we provide. The CQC inspect our services, in addition to which, the Trustees undertake a Provider Visit every six months. The Trustees, the Senior Management Group, our staff and volunteers are totally committed to the delivery of compassionate, quality care to our patients, their family and friends and we commend this report to you as evidence of just how integral to our culture as a Hospice, quality and compassion is and how it is embedded throughout our purpose, values, strategic aims and objectives.

Welcome to our quality account report which is written to provide a focus solely on the quality of the care we provide to our patients and their families and in light of the national drive to recognise the significance and importance of quality, compassionate care.

Medical Direct Clinical Nursing Care


Our core purpose is to enable people with life-limiting illnesses to live well until they die and achieve a good death, by providing compassionate care and support for patients and their families.

Our Values are based on:

Being inclusive and non-judgemental

Being open, transparent, accountable and objective

Giving support to the whole family

Constantly striving for excellence and continual improvement

Being committed to embracing, valuing and respecting diversity

Respecting, supporting and celebrating our volunteers

Trust, respect, honesty and integrity in all we do

A compassionate, appropriate and proportionate response to meeting need

Appreciating the value of every £1 donated to our cause and using it wisely

Strategic Aims: 1. To provide the best possible palliative and end of life care for the people of Bolton and their families. 2. To enable people to live well through the course of their illness. 3. To help families cope with the impact of end of life. 4. To support the people of Bolton in achieving the principles of a good death for all, wherever possible. 5. To work with Bolton CCG, Bolton NHS FT and Bolton Council to help deliver their palliative and end of

life care strategic objectives too, as well as Greater Manchester Combined Authority.

Strategic Objectives: 1. To remain the number one provider of excellent specialist palliative and end of life care. 2. To be financially robust and prudent in all we do. 3. To provide a safe, welcoming, inclusive and therapeutic environment. 4. To be the recognised hub of specialist knowledge, training, education and community awareness. 5. To remain true to our core principles and values. 6. To ensure we deliver our vision, mission and purpose.

Business Plan Aims: 1. To be well led and well run. 2. To be cost effective and sustainable. 3. To be the best at what we do. 4. To be well known, valued and respected.

Dr.h.c. Leigh Vallance

Chief Executive


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We strive to treat people in a safe environment and protect them from avoidable harm (NHS Outcome Framework Domain 5 Department of Health 2015/16).

o In August 2013 we had an unannounced Care Quality Commission Inspection and were fully compliant in all Outcomes assessed.

http://www.cqc.org.uk/directory/1-106965965?referer=widget1

o In preparation for our forthcoming inspection, we hold 2 Trustee visits per year which are now unannounced. Two rotating members of the Board of Trustees meet with staff, patients and volunteers to measure us against the new criteria for CQC which requires evidence that Bolton Hospice is a Safe, Caring, Well-Led Organisation that is Responsive and Effective to the needs of our patients and their families.

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Overall impressions from this unannounced visit were positive and hopeful for the future, having had a difficult year with significant loss of senior medical and long standing nursing staff. Newer recruits have been enthusiastic and felt that despite the staff shortages, the environment was still a far more caring atmosphere than where they worked previously.

o We continue to submit monthly data for the NHS Harm Free Care Safety Thermometer in line with other service providers within the NHS.

o 37 patients experienced a fall this year, 26 resulting in no harm and 11 resulting in low harm, this is a reduction of 4 falls from the previous year.

WHAT OUR ORGANISATION IS DOING WELL

http://www.cqc.org.uk/directory/1-106965965?referer=widget1


o Patients and their families have experienced our new en-suite facilities and feedback has been very positive.

o This year has seen an increase in the number of staff who have undertaken the Institute Occupational Safety & Health (IOSH) training and Fire Warden training.

o Staff training plus an increased awareness that risk management is everyone’s business has led to an increase in the number of risk assessments undertaken, reviewed and uploaded on our risk register.

o External professionals have undertaken audits on all aspects of patient safety with the inclusion of fire, health and safety and infection control. Results from these audits highlight areas of excellent practice and some recommendations for the future.

o In line with the Statutory Duty of Candour for Health and Social Care Providers (DoH 2014) and CQC (Regulation 20), Bolton Hospice has continued to embrace the need for an honest, open culture whereby candour can flourish, individual and team learning takes place and apologies are given to patients and families when incidents occur.

o Across the organisation we promptly dealt with 238 incidents this year and 1 serious untoward incident when we had to prevent admission to the Inpatient unit due to an outbreak of Norwalk virus.

o To ensure we care for those patients with bariatric needs safely, we have equipped 2 of our inpatient rooms with adequate equipment.


o Our Flexmort Cooling System allows families and friends adequate quality time with their loved one in the patient’s own room following their death.

o We continue to comply with the Information Governance Toolkit.

o We have effectively recruited into all vacant nursing posts and have opened all of our 18 beds with a safe and effective skill mix.

o All Controlled Drug errors have been reported within 48 hours to NHS England and patients and families have been made aware and an apology given.

o All clinical staff have commenced their mandatory training and this year we have also included Use of Defibrillation Equipment, Safeguarding Adults at Risk, Deprivation of Liberty Safeguards and the Mental Capacity Act.

o Registered Nurses have received training on revalidation to ensure they provide evidence to the NMC of their competence within practice.

o All Trustees, in line with employed staff at Bolton Hospice will undertake an annual Appraisal; this will identify their need for further training or support in their role.

o Following a recent National Dementia Environment Audit, we have improved the signage around the Hospice environment.

o We have maintained our 5 star rating for food hygiene and all nurses have undertaken relevant nutrition training.

Some of the Nurses from BHSS


o Our Patient Led Assessment of the Clinical Environment (PLACE) was undertaken on 3rd May 2016 and the results of this assessment will be available in August 2016. Below is our Action Plan following this assessment:

Summary

Suggested Action

Responsible

Action Taken/Completed

Remove patio weeds - BHSS.

Add to Caretakers’ job list.

SG Yes - Caretakers to remove. 07.05.16.

Recommend different coloured toilet doors.

Take to SMG and add to plans for Wing B refurbishment.

JE - to be discussed during refurbishment.

Discussed with Architect for Wing B. 10.05.16.

High visual strips on steps from BHSS patio.

Take to Building Committee.

SG - discussed with Caretakers - we will bring in a Tradesman.

Paint white strips on the edges. 31.05.16.

Provide hearing loop for both Receptions.

Discuss at SMG. JE - to be discussed during refurbishment.

Discussed with Architect. 10.05.16.

Repair damp damage to ceiling in BHSS.

Discuss with Caretakers.

SG discussed with Caretakers - we will bring in a Tradesman.

Hired Painter and Decorator. 30.05.16.

Provide privacy for patients in Reception areas.

Discuss with Service Lead.

JE Discussed at all levels - current practice is acceptable to us. 06.06.16.

Automatic taps not dementia friendly.

Look at having two handled taps in the refurbishment.

JE / SG / AM - to be discussed during refurbishment.

Discussed with Architect. 10.05.16.

Toilet seats to contrast against toilet.

Currently under discussion.

SG / JE / Service Leads Discussed with Architect for refurbishment. 10.05.16.

Install hand rails. Discuss with Architect.

JE / SG Under discussion.

Door closer room 14 needs attention.

Report to Estates department.

SG Yes - reported 05.05.16. Completed

Door stopper to be replaced in Guest Room en-suite in IPU.

Report to Estates department.

SG Yes - reported 05.05.16. Reported again 07.06.16.

Extracts from the summary report completed by Patient Assessors at Bolton Hospice’s PLACE Inspection – 3rd May 2016

“As volunteers we have been coming for 3 years and we find the improvements have been carried out each time” “Excellent food as always and all homemade”

A typical en-suite room


PPAATTIIEENNTTSS’’ SSAAFFEETTYY DDAATTAA

22001155 22001166

Total Number of Drug Errors: (this figure is broken down as below):

Near Misses Prescribing Error

Omissions Administration

Dispensing Error Stock Delivery

Documentation

21

2 1 0 4 4 4 6

15

4 2 4 2 1 1 1

Number of Controlled Drug Errors reportable to NHS England 2015-2016

6

11

Number of Pressure Ulcer occurrences: Grade 1 Grade 2 Grade 3

32 7

21 4

35 12 19 4

Number of patients infected with MRSA whilst on the Inpatient Unit

1

1

Number of patients with Clostridium Difficile whilst on the Inpatient Unit

1

2

Inpatients’ assessment for VTE

100%

98%

Sharps Injuries

1

2

Safeguarding Adults at Risk Referrals

0

0

Deprivation of Liberty Safeguards Application

0

1

CClliinniiccaall EEffffeeccttiivveenneessss o We have had a Locum Consultant based with us from June 2015 providing medical stability whilst, together

with Bolton FT, we recruit a Consultant in Specialist Palliative Care.

o We have adopted the Record of Care for the Dying Patients which complies with the Nice Guidance for Care of the Dying Patient (2016).

o We have provided 24 Hour Telephone Advice to 232 Professionals and 113 Patients and Carers.

o All discharge summaries now include the patient’s resuscitation status and Preferred Place of Care.

o The Macmillan Cancer Information and Support Services is now opening its sites at Bolton One and Bolton Foundation Trust as well as Giles House at Bolton Hospice.

o Working with the CCG, Bolton Foundation Trust and Social Services, the End of Life Care Strategy for Bolton is near completion.

o Work is underway on implementing the Electronic Palliative Care and Co-ordination System (EPaCCS) across Bolton which will allow professional access to patient’s records and preferences as they reach the end of their lives.

o We have improved our links with the Bolton Council of Mosques and the Hindu Community raising the profile and awareness of the services of Bolton Hospice.

o Work begins in August 2016 to complete the refurbishment of the Inpatient Unit allowing all rooms to offer en-suite facilities and improved Reception, family space and rehabilitation room.

o We continue to work collaboratively with the District Nursing Team and have received 135 referrals and 1354 visits took place.


Audit and Quality

o We have undertaken 34 audits and 15 patient and staff satisfaction surveys using both internal and external audit tools.

o Examples of changes to practice following audit results are evident throughout the organisation:- Changes in discharge documentation to include prompt on resuscitation status and Preferred Place of Care, purchase of 6 new mattresses and integral cushions, improved compliance with dementia requirements with the purchase of recommended clocks and increased signage, improved cleaning regimes, Pharmacy room temperature monitoring implemented, energy consultant review and purchase of defibrillator.

o We have taken part in the Specialist Palliative Care North West Audit Group, which allows us to benchmark our practices with other local Hospices against national guidance. This year we have participated in the Management of Venous Thromboembolism (VTE), Care in the Last Days of life and Do Not Attempt Cardio Pulmonary Resuscitation (DNACPR).

Education and Training

o We have forged an alliance with the University of Bolton and the Foundation Trust and invested in another Lecturer/Practitioner to help deliver all of End of Life training and education from Bolton Hospice.

o Staff training profiles ensure we can evidence the expertise within the workforce to deliver Specialist Palliative and End of Life Care.

o Developed an in-house programme of education for staff that included topic of symptom management, spinal cord compression, and tracheostomy care and wound management.

o We achieved 100% compliance with our mandatory training workbook.

o 92% compliant with the Information Governance Toolkit at time of report.

o We hosted 2 Dead Good Café afternoons highlighting the importance of conversations about death, dying and bereavement in our Society http://dyingmatters.org/

o The clinical learning environment remains well evaluated by nursing and medical students.

Extracts from attendees’ evaluation forms:

““EEnnjjooyyeedd aallll ppaarrttss ooff tthhee ccoouurrssee,, wweellll pprreesseenntteedd aanndd vveerryy iinntteerreessttiinngg””..

““AA rreeaall eeyyee ooppeenneerr ttoo tthhee wwoorrlldd ooff ppaalllliiaattiivvee ccaarree““..

““VVeerryy wweellll lleedd wwiitthh kknnoowwlleeddggeeaabbllee ffaacciilliittaattoorrss,, tthhaatt bbrroouugghhtt eexxttrreemmee eennjjooyymmeenntt ttoo tthhee ccoouurrssee“.

http://www.boltonhospice.org.uk/training

Staff training session

http://dyingmatters.org/

http://www.boltonhospice.org.uk/training


Patients’ and Families’ Experience 2016-2017 o This year we implemented the “I Want Great Care” Patient Satisfaction Survey which is uploaded

continuously onto our website.

Comments received from ‘I Want Great Care’ …….

o Excellent care, patient’s needs met at all times. Very caring, respectful. Dignity met at all times, families always involved.

o The staff, as regards care, are unchanging, always top class.

o Thank you to everyone at the Hospice for their excellent care and kindness given to my dad and my mum. We all felt in safe hands and know that dad’s last few days were made as comfortable as possible. Thank you from all the family.

o We are pleased with how helpful everyone has been from all staff including volunteers. Great care received and support offered to the family in upsetting/difficult times.


o We continue to seek feedback from relatives of our Inpatients and Hospice at Home Services regarding the care their loved one experienced at the end of life.

Comments from patients, families and friends regarding their experiences of the care they received from the team at Bolton Hospice:

The staff are calming, controlled and without knowing, gives one strength without knowing it.

All the staff and volunteers at Bolton Hospice are truly amazing people, the love and care you gave my dad was wonderful. He sadly passed away at the Hospice last weekend. As a family we would like to thank you for all the care and attention you gave him, you looked after him and my family, nothing was too much trouble for you. As a family we also moved in for the last few days to spend time with him and you never made us feel like we were in the way, thank you again x

Thank you for everything you did…your patience, care and dedication in providing a dignified excellent service was greatly appreciated by all the family.

A heartfelt thank you for finding dignity where dignity didn't want to be found for my mum during her final days. The care you gave both her and me will remain with me forever. It had a profound effect on our experience and made things much more bearable than they might have been.

Your care was outstanding and is to be commended. It was invaluable in maintaining my wife’s wellbeing and dignity in the latter days of her life.

My dad was absolutely thrilled with the way the Hospice nurses looked after him until he passed away.

You were all great and I thank you all.

The Hospice is the most amazing place, they not only give people the quality of life they deserve they also look after the patient’s family. Both my dad and uncle were patients at the Hospice. My dad was lucky enough to be able to pass away at home with my mum myself both of my brothers and my auntie with him but this would not have been possible if it wasn't for the excellent care the Hospice gave him at home xxxx

A patient visiting Day Therapy


We take all comments and feedback seriously and record any concerns raised about care as a clinical incident. We received 1 formal complaint and 6 informal complaints about care during 2015-2016:

No. Formal Complaint Received Action

1

A lady was dissatisfied that her husband was not admitted to the Hospice and died at home which was not his Preferred Place of Care.

Formal letter of apology given. The Medical Team did a reflection. Met with the patient’s wife and personally apologised for the distress this caused. Accessed bereavement support for her granddaughter.

No. Informal Complaint Action

1

Daughter of an inpatient was very angry about plans to discharge her mum to a nursing home.

Formal apology given and complaints procedure explained.

2

Daughter was upset to find out that a nursing home had contact details about her mum.

Full investigation took place. Uncertain how nursing home knew of discharge plans.

3

Patient complained about the attitude of an agency nurse.

Full apology given to the patient. Contacted Agency and requested that they do not send this particular nurse in future.

4

Patient upset following a conversation with a volunteer.

Volunteer Co-ordinator spoke to volunteer and reinforced the need for professional boundaries when dealing with patients.

5

GP raised concerns about timing of admission to Inpatient Unit and attitude of Hospice Doctor.

Responding to incident form via the CCG. Apology given to GP in relation to attitude of Doctor. Full explanation given regarding timings of admissions.

Comments received from Patients about their care: “The staff and volunteers are always ready to offer help, always cheerful, always smiling but never overbearing or maudlin. It is a good place to be. Perhaps a bit more information on our conditions could be shared but may be it is available but I have never bothered to ask, being content with what I have already”. “The atmosphere in the Hospice is extremely nice and has helped me to feel comfortable and relaxed and this has helped with my recuperation. Pain medication has been supplied within minutes of me asking which has shortened the duration of my bouts of extreme pain (an improvement compared to hospital when I have on half the occasions had to wait from 10 to 50 minutes). All the staff have genuinely cared about me when tending to me and make me feel like a person and not just another unit. I have a lot of regular medication and as usual the medicine cabinet is not designed to accommodate neatly my tablet boxes with just adding a top shelf of approx. 40 inches.


Bolton Hospice prides itself on the ability to provide Specialist Palliative and End of Life services that are responsive and effective, safe, well led and delivered in a place of the person’s preference where they and their families and friends feel well cared for. We are responsible and accountable to our patients and those close to them, to our Commissioners, regulatory bodies, other professionals and most importantly to those who raise funds and volunteer for us. The quality of the care we deliver is fundamental to all we do and are irrespective of our roles and responsibilities. We, as an organisation must continually remind ourselves that our reputation is crucial to our existence and it is the quality of the experiences of those that come in contact with us for whatever reason that allows us to continue to be a vital service within their community of Bolton for those living with a life limiting illness.

Patient Safety

o To train staff to utilise ‘iCare‘ to allow us to transfer to electronic patient medical and nursing records.

o To further explore how we can support and care for our staff through education and training.

o To ensure the next refurbishment on the Inpatient Unit complies with the Dementia recommendations from PLACE.

o To implement a robust policy and procedure for pressure ulcers and falls.

o To work with the Bolton Integrated Safeguarding Committee to ensure all aspects of the Safeguarding Adults at Risk requirements are adhered to.

o To ensure patient safety is paramount during the refurbishment.

o Ensure all Registered Nurses are prepared for revalidation. Utilise the expertise of our Hospital, Community and CCG in relation to Quality and Standards.

Clinical Effectiveness

o To continue to work with the University of Bolton to deliver all Specialist and End of Life education and training from the Hospice.

o To measure our effectiveness against the new National Institute of Clinical Excellence (NICE 2016) Guidance for Care in the Last Days of Life.

o Build working relationships with Salford Royal Foundation Trust who are our new provider for our stock drugs.

o Continue to work with The Christie Hospital Lymphoedema Service which provides a valuable service to those living with the effects of cancer treatment.

o Evaluate the effectiveness of the Macmillan Cancer Information Support Service at Bolton Hospital FT, Bolton One and Bolton Hospice Giles House.

Patients’ and Families’ Experiences

o Continue to use ‘I Want Great Care’ patient satisfaction survey but develop more bespoke forms of feedback for certain areas of experience.

o To provide psychological training for those staff with Advanced Communication Skills Training.

o To increase the support and education available to carers.

o To utilise service users more effectively on present and future service.

WHERE IMPROVEMENTS IN SERVICE QUALITY ARE REQUIRED 2016-2017


o Setting priorities for the coming year comes from a variety of roots starting from those set within the organisation, those that are imposed on us through legislation and the law, those that regulated bodies require, those that providers expect and those that are driven by peoples’ experiences and perception of what ‘good end of life care should be’.

o At Bolton Hospice we strive to encompass the National, Local and Individual drivers to ensure our service is responsive, effective, led well, safe and caring.

o Though an independent charity, we also endeavour to listen, learn and join many of the organisations within the wider health care economy of Bolton ensuring we have a wider perspective of the needs of people.

o We will monitor our achievements in respect of the following priorities by internal and external reporting mechanisms which include Bolton Hospice Quality and Standards Group, Clinical Governance Group, Audit and Quality Group, Bolton CCG, Care Quality Commission, Cancer Network and ultimately through Bolton Hospice Board of Trustees.

Patient Safety

Priorities Monitored By

Successfully recruit a substantive Palliative Care Consultant placed within Bolton Hospice

Bolton FT/ Hospice Board of Trustees

We will strive to minimise all patient harms NHS Safety Thermometer/PLACE/Clinical Governance Group/Audit & Quality Group/CCG/ Adult Social Services

To continue to meet Care Quality Commission Outcomes for Quality and Safety

CQC/Quality & Standards Group

Ensure we are open and transparent and make all relevant reports available to the public and adhere to the Duty of Candour www.boltonhospice.org.uk

CQC/CCG /Bolton Integrated Safeguarding Committee/Communication Strategy Group/ Quality & Standards Group/Board of Trustees Bolton Hospice

Undertake final stage of Inpatient Unit with minimal disruption to services

Bolton CCG/Clinical Governance Group/ Building Committee

Pilot the new Admission/Discharge Co-ordinator post. Develop a workforce for its effectiveness.

Board of Trustees/Service Leads /Quality & Standards Group/Patient feedback

Ensure all new modules in our partnership with Bolton University are validated to be delivered from Bolton Hospice

University of Bolton/Bolton Hospice Education Strategy Group/Board of Trustees/Quality & Standards Group/Clinical Governance

For Bolton Hospice to become a Dementia friendly Hospice with all staff and volunteers ‘Dementia Friends’ trained

Board of Trustees/Quality and Standards Group/PLACE/Bolton Dementia Alliance/CCG

All Registered Nurses prepared for re-validation Clinical Nurse Director/Bolton Hospice Lecturers/ Practitioners

All staff to have undertaken relevant recognised safe guarding training

Training and Education Department/Clinical Governance/Quality & Standards

Sign up to the National Initiative ‘Sign up to Safety’

CQC/CCG/Clinical Governance/Health and Safety

OUR PRIORITIES FOR 2016-2017

http://www.boltonhospice.org.uk/


Clinical Effectiveness


Work collaboratively with our partners to help prevent unnecessary deaths in hospital

Bolton CCG/Bolton Hospice Audit Group/Bolton Palliative Care Strategy Group/NHS Transforming EoLC in Acute Hospitals programme

Work with Bolton Clinical Commissioning Group to implement Bolton’s End of Life Care Strategy

Bolton CCG/Quality & Standards Group/Clinical Governance Group

Ensure we reach out and are inclusive to all the population within Bolton

Clinical Governance Group/Quality & Standards Group/Bolton CCG

Provide evidence that we are compliant with all the recommendations from NICE 2016 for patients in their last days of life

Clinical Governance/Audit Group/Quality & Standards Group/Bolton End of Life Strategy Group

All staff to be trained in ‘iCare’ and move to be paper light on nursing and medical records

Informatics Group/Clinical Governance Group/CCG

Provide training for staff on the benefits of lean processes

Education & Training Strategy/Finance Committee

Work with the CCG to implement EPaCCS across Bolton

Bolton CCG/Clinical Governance Group/Quality & Standards Group

Continue to audit ourselves against recognised national and local audit tools

Audit Group/Quality and Standards/Clinical Governance

Have all our 18 inpatient beds refurbished with en-suites

Patient and family feedback/Quality and Standards Group/Clinical Governance/CCG

Patients’ and Families’ Experiences


Evaluate “I Want Great Care” Patient Satisfaction Survey and show results on our website www.boltonhospice.org.uk

CQC/Bolton CCG/Audit & Quality Group/ Quality & Standards Group/General Public

Ensure our branding and key messages are consistent on all our literature and promotional materials

Communication Strategy Group/User feedback

Continue to hold regular Carers’ days within all departments

Clinical Care Quality Steering Group/Clinical Governance

Provide robust evidence of learning taking place following concerns raised

Clinical Governance Group/CQC/Bolton CCG

We will ensure all discharge letters and transfers of care include if a patient has an Advanced Care Plan

Clinical Governance Group/CCH/ Quality & Standards

Utilise service users within education and training for a real insight into patient experience

University of Bolton/Education & Training Department/Student Evaluation

To explore enhanced roles for our volunteering workforce

Clinical Governance Group/Quality and Standards Group

http://www.boltonhospice.org.uk/


Extracts from letters and cards received 2015-2016:

“I write to thank you for the care and attention you have given my mother… during her recent stay with you. Mum and the family went through a lot and we all experienced many aspects of our country's health care system, some of it good and some of it bad. The Hospice was a high point when mum was at her most vulnerable and needy. For this, I cannot thank you enough. Many times when we called, we heard staff talking with mum before we had been spotted; on every occasion, the conversation was kind, caring and above all concerned for her welfare. To the family this meant so much....The Hospice has helped prepare us for the journey ahead by leaving us with such simple, loving memories of her final days with us”.

“Thank you so much for the excellent care and attention my dad… received when he was admitted to the Hospice. Although my dad was only in the Hospice a short time it enabled my mum, brothers and I time to focus on dad. The atmosphere at the Hospice is very calming and caring and we were able to feel more relaxed and supported. We were able to sit and talk to dad and hold his hands. The nurses were excellent at keeping us informed and rang during the night as dad had deteriorated. On our arrival we were supported in a kind, caring way”.

“Thank you to all staff who contributed to these accounts stating what they believe Bolton Hospice is doing well, where there are areas for improvement and the priorities for 2016-2017”.

We provide specialist care for the people of Bolton who have life-limiting illnesses and support their families. We’re a charity and our services are free.

Help us to keep caring…donate, fundraise, volunteer.

Views from patients’ bedrooms


Chairman’s Statement

This commitment also encompasses Corporate and Clinical Governance in all we do.

In Corporate Governance, the board seeks to ensure that we have systems and processes in place to maintain our growth as a viable organisation, ensuring that as a minimum we maintain our income and wherever possible develop it even further so our income generation grows to a greater level as without these funds we could not continue to deliver the level of care needed to ensure our quality service.

We are now operating all 18 of our beds on the Inpatient unit and work will start soon to upgrade the last 7 rooms with en-suite facilities showing once again, how we add to the quality of service we provide but also places upon us the need for creative and effective management of our resources to ensure those facilities can be fully utilised for the people of Bolton when needed.

Clinical Governance is critical to the smooth running of all our services to ensure that we deliver to the highest possible standard at all times and whilst clinical targets are an important element, once again, it is the human touch which is such an integral part of our mission, particularly in ensuring that patients are treated with respect, compassion and dignity at all times.

The Quality Accounts contain extracts from letters we have received from families and patients. These are a small sample of the many letters we receive and are the best testament to what we do here at Bolton Hospice and as Chairman of the Board of Trustees, I have great pleasure in endorsing the Quality Accounts and on behalf of all the members of the Board and our dedicated and caring staff, pledge our commitment to continue to build upon our existing strengths to improve quality wherever possible.

Judith Bromley Chairman

The Quality Accounts for Bolton Hospice 2016/2017 once again show to all those people we serve; our patients, their families and carers that quality, compassion and effectiveness is at the heart of all we strive to do here at Bolton Hospice.

We are committed on a daily basis to ensure that we deliver, at all times, the highest possible standard of palliative care to all those people who access our services, be that as an Outpatient, an Inpatient, Hospice at Home or for advice and support.

We have worked closely with Bolton Hospice throughout 2015/16 to both develop our End of Life Care Strategy and to gain assurances that the services provided were safe, effective and patient focused. This account accurately reflects the work undertaken by the Hospice within 2015/16 and the CCG would like to commend the Hospice on both the format and clarity of the account. The CCG, in acknowledging the extensive range of services provided and the tremendous work undertaken to meet the challenging running costs, also greatly appreciate the time taken by the Hospice to contribute to the continued improvement of End of Life Care for the population of Bolton. The CCG note the CQC compliance and share both the values of the Hospice and their strategic aims especially with respect to equality, transparency, compassion and partnership working. The account clearly outlines the Hospice’s commitment to patient safety, clinical effectiveness and staff development but also clearly exemplifies the organisation’s focus on the importance of patients and families experience. The CCG look forward to continuing to work with the Hospice throughout 2016/17 in order to meet both the current and future challenges of end of life care whilst ensuring the provision of high quality patient, family and carer focused services.

Michael Robinson - Associate Director of Integrated Governance and Policy

quality accounts - bolton hospice accou… · bolton hospice quality accounts 2016-2017 ... take to...

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