St Luke's Hospice -Turnchapel

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• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

We reviewed the care provision, integration and continuity quality statement for the responsive key question. We rated this as good. Overall, the service remained as rated as outstanding for this key question based on scores from the previous inspection in 2016. The service worked hard to remove barriers to access for people. People felt involved in their care, and their families were support and kept informed.

This service scored 96 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We did not look at Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

People felt involved in their care, and their families were kept informed and supported when needed. Peoples we spoke with said they generally saw the same members of staff. This helped people to feel comfortable to ask for support and talk about their treatment options.

Staff told us they worked hard to remove any barriers to access for peoples. The leadership team said the acuity of people who used services was carefully monitored to ensure they could access the service in a safe way. At times the in-patient unit had available beds however due to the acuity level of people using the service at that time, and the availability of staff, the unit had to close to new referrals. It was difficult to refer people who used services to the mental health service. We were told by staff that the mental health service would not take referrals direct from St Luke’s doctors and rather this request had to made by the person’s GP. The service was aware of this and was trying to talk with its system partners to improve the process. This could sometimes delay discharge and affect any ongoing treatment for the person.

We saw evidence partner organisations were working collaboratively with St Luke’s in order to ensure continuity of care and support and treatment. We observed a multi-disciplinary meeting where different organisations met to discuss patient care and consider which service was best placed to co-ordinate the care received by the person receiving care.

The service was available to all adults whose disease was not responsive to curative treatment. Patients were referred to the service by their GP, the acute local NHS hospitals or the community nursing teams. The service planned and provided care with consideration to meet the needs of local people and the communities served. The service attended events where they could meet people from under-represented groups to ensure the service was getting in touch with people who could be missing out on their services. There were close working relationships with the community nursing teams, local GPs, counselling services, psychiatry services, local NHS hospitals and national organisations. Referrals were discussed on a daily basis. The service had processes around its eligibility criteria and referral policies and procedures.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Equity in experiences and outcomes during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.