Farleigh Hospice

Updated 18 January 2024

Our rating of this service stayed the same. We rated it as good because: The service had enough staff to care for patients and keep them safe. Staff had training in key skills, they understood how to protect patients from abuse, and managed safety well. Staff assessed risks to patients, acted on them and kept good care records. The service managed safety incidents well and learned lessons from them. They had improved medicines management from the last inspection and implemented the necessary changes. Staff collected safety information and used it to improve the service. Staff provided outstanding care and treatment, gave patients enough to eat and drink, and gave them pain relief when they needed it. Managers monitored the effectiveness of the service and made sure staff had the correct skills. Staff worked well together for the benefit of the patients, supported them to make decisions about their care and had access to crucial information. Key services were available 7 days a week. Staff treated patients with compassion and kindness, respected their privacy and dignity, considered their individual needs, were active partners in their care and helped them understand their conditions. Staff recognised and respected individual patient needs and provided emotional support. The service planned innovative care to meet the needs of local people, proactively took account of their patient’s needs and made it easy for them to provide feedback. People could access the service when they needed it. Leaders ran services well using reliable information systems and supported staff to develop their skills. Staff understood the service’s vision and values, and how to apply them in their work. Staff felt respected, supported, and valued. Staff focused on the needs of patients receiving care. Staff were clear about their roles and accountabilities. The service engaged well with patients and the community to plan and manage its services.

Updated 18 January 2024

People told us they felt safe, staff knew them well and they felt confident to raise any concerns. They were involved in planning and reviewing care and were asked for feedback regularly. People told us there were enough staff for them to be able to express their individual needs, emotions and support them in making memories with their friends and family members. Comments included “excellent care received”, “someone always there for support”. “All care is the same high quality from both staff and agency”. Patients felt supported both in the community through continuity of care and into the hospice as an inpatient. Staff respond to the spiritual needs of the patients and their loved ones, this was provided internally from the Spiritual Care Team, or alternatively arranging for their own priest to visit. Any specific requests for religious observance are discussed and adhered to as much as possible. Staff created memory making with families such as memory boxes, photograph books, play lists and storytelling. People’s preferences for how their medicines should be given was recorded. Families described how staff told them about their loved one’s care journey. Family members were clear on what to expect from the provider and knew how to raise concerns if needed. Doctors completed daily rounds to discuss any changes of care with the patient and family to make informed decisions. Treatment options and the patient’s preferred place of care was discussed and clearly documented. Patient survey results narrative included positive feedback for the service and demonstrated that nothing was too much trouble for staff. Staff explained and ensured that personalised care was provided at all times. Patients and families felt they had been heard and their views were considered.