St Giles Hospice CQC Report 2017 St_Giles_Hospice_CQC_Report_2017 | Page 5

The five questions we ask about services and what we found
We always ask the following five questions of services.
Is the service safe?
Good
People felt safe, in control of their care and treatment and they
were protected from the risk of harm or abuse. People's
medicines and their care, treatment and related equipment were
consistently accounted for and safely managed. Staffing,
environmental and emergency planning measures helped to
ensure this. People's safety in care was regularly checked,
assured and optimised.
Is the service effective?
Good
People received holistic care, treatment and nutrition. This was
consistently assessed, planned and delivered in a way that
helped to optimise people's care, health and comfort. Plans to
introduce revised outcome measures for people's clinical care
and treatment aimed to further inform and enhance people's
care experience. Staff understood and followed the Mental
Capacity Act 2005 to obtain people's consent or appropriate
authorisation for their care and treatment. Staff training,
development and support arrangements were comprehensive,
well-resourced; role and service specific. This enabled effective
clinical leadership, staff expertise and knowledge concerned with
people's end of life care and treatment.
Is the service caring?
Good
People received care from staff who were respectful,
compassionate, kind and caring. Staff understood and followed
the provider's aims and values for people's care, which helped to
ensure their dignity and rights. People and their families were
routinely consulted and treated as equal partners in their care.
Both they and the wider community were informed and
supported to access timely care, treatment and related support
for as long as they needed it. Staff understood how people's
illness affected their lives and followed what was important to
them for their care and treatment. Related record keeping and
information systems helped to ensure this and people's
confidentiality in care.
Is the service responsive?
People were protected from receiving care or treatment that did
5 St Giles Hospice - Whittington Inspection report 24 February 2017
Good