St Giles Hospice Quality Account 2017 St_Giles_Hospice_Quality_Account_2017 | Page 16

What patients say about our organisation
“They really care about you, you’re not just a condition here.”
“They looked after us both; they make me feel it’s OK to ask for help; it’s such a relief.”
“Staff are brilliant they explain everything in simple, easy to understand
terms; it’s a very good experience here, we can now make decisions about
end of life care, it all feels more comfortable now.”
“I am getting lots of help here
with my pain and symptoms;
it’s such a relief.”
“Staff always take the time to listen
and explain options, they always
make us feel safe and reassured.”
Over 99% of
patients and their
families said they
would recommend
St Giles to friends
and family
“Information, treatment, care and advice here is second to none –
I wouldn’t be walking if it wasn’t for this service.” (Lymphoedema patient)
“It has given me the positivity to start making decisions again which is something I
haven’t been able to do for a long time.” (Day Hospice patient)
99% of patients and their families said that they would be extremely
likely or likely to recommend St Giles to friends and family if they
needed similar care. This is slightly up from 98% last year.
Overall, in 2016/17 we were able to evidence that we had an overall
satisfaction with services of 95% of patients and their families
100%
91%
89%
98%
97%
93% 94%
92% 93%
92%
97%
93% 94%
75%
What others say about us – CQC
We were inspected by our regulator over 3 days in September
and October 2016 and received a ‘Good’ rating in all domains
and a ‘Good’ overall.
“Staff and volunteers described an open and positive culture where they were
proud to work, valued and felt that they made a real difference to people’s care.”
“Senior leadership was strong, visible and supportive.”
50%
25%
2015/16
0%
“Staff described their approach as being fundamentally about ‘encouraging
conversations’. This approach attempts to create a culture whereby people pick up
on potential concerns, share perspectives, offer healthy challenge, consider options
and pathways, and seek always to operate on the patient’s own terms.”
Birmingham CrossCity CCG
2016/17
Overall Satisfaction
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