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
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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