St Giles Hospice Walsall CQC Report 2015 Inspection report SGWH 2015 | Page 10

Outstanding – Is the service responsive? Our findings People we spoke with told us they were very happy with their care and how staff consistently responded to their care and support needs. One person told us that staff were extremely thoughtful and knew how to meet their needs. They said staff massaged their back which was of great relief to them as they lay a lot on this area of their body. This person said, “I don’t even have to ask staff to do my back because they know how much I benefit from their support which is so thoughtful of them. Really does make a difference when staff know what I need and what I like.” We saw staff responded promptly to people’s care and treatment throughout our inspection which included talking with people’s visitors. Before people received care and treatment at the hospice their individual care and treatment needs were assessed to help make sure these could be met. People’s care plans were personalised to the individual and gave clear details about each person’s specific needs expectations and wishes. One person shared with us that staff were excellent in how they met their needs. They told us staff knew their likes and dislikes really well without them having to remind them and said, “Being here has meant a lot to me, I get the care I need when I need it, they are all excellent.” One example this person gave us was how certain items of their food was presented to them so that they could comfortably eat and enjoy their meal. We saw staff spent time with one person to discuss their medicines and plan of care in readiness for returning home so that any anxieties they were experiencing did not impact on their sense of wellbeing. Staff we spoke with were able to tell us the needs of all people who were using the service at the time of our inspection and how they responded to people’s care, emotional needs and wishes. For example, one person had clear wishes about who they wanted to visit them when they were at the hospice and all staff knew this was their wish so that this was met consistently. One staff member told us how sometimes people may be fearful of going to sleep and how staff had time to sit with people if this happened to try to help them to cope with their feelings. One person we spoke with told us how it was a relief to 10 St Giles Hospice - Walsall Inspection report 21/12/2015 them to know staff were there if they needed them through the night. They said, “If I have a bad night I know the staff are here and I can call on them for their help and the main thing is that they understand.” Another staff member provided an example of where one person enjoyed bonfire night and although they were poorly staff supported them into the garden area to light some sparklers. They told us this person enjoyed this experience. Another person went home as they wanted to see their children starting school and then returned to the hospice. One staff member said, “We can provide those extra bits to make people feel better” and “We really do strive to do our best and never let patients down.” This staff member told us about the wedding of one person who used the service and how there were decorations to celebrate this occasion and a reception organised. Staff spoken with told us about the various ways information about people’s care and treatment was provided to all the team at the hospice. One staff member explained to us that they had information sharing meetings each day where staff discussed people’s care and treatment and any changes in people’s health conditions. People’s plans for when they left the hospice were also discussed so that people’s discharge arrangements involved all the different professionals who needed to be aware. We also saw staff could access people’s health records electronically. Staff told us this helped to provide them with valuable information about the care and treatment people had received in hospital or living in the community before they came into the hospice. People’s future care wishes were recorded in their care plans. This included where and how people wished to receive their end of life care and treatment. For example, in their own homes or at the hospice. One person told us, “The doctor gave me open and honest answers to my questions and fully consulted me about my wishes but also made some suggestions for me to think about.” We spoke with the registered manager about the dilemmas they may experience due to the time limited stay for people when they came to the hospice for their care and treatment. They confirmed to us they would always take into account people’s needs and wishes together with the available rooms at the hospice at any given time. We saw this had