Following an unannounced inspection of its services in April by the Care Quality Commission (CQC), Dove House Hospice is delighted to have been awarded an overall rating of Good.
The hospice, which last year cared for over 1200 families from Hull and the East Riding of Yorkshire, even received outstanding ratings for how caring and effective it was, much to the delight of its staff, volunteers and patients.
The CQC is required to visit all organisations which deliver care in order to ensure it is delivered in a way that is safe, effective, caring, responsive and well-led, leading to an overall rating which is either inadequate, requires improvement, good or outstanding. After receiving a good rating overall this year the hospice has its sights set on an overall outstanding grade next time.
Registered manager and head of clinical services Linda Johnson said, “This was the first inspection we’ve had in the new format and it was reassuring to see how the CQC has developed an inspection that is far more thorough and in depth than ever before. Three inspectors came and spent time with us over a two day period talking with managers, staff and with patients and their families.
“We are all very proud to have received an overall grading of good with two of the five areas inspected rated as outstanding, especially in the area of caring as this is something we work especially hard at. Although the inspectors felt the environment was “safe and secure” and “spotlessly clean” with good staffing levels and well trained staff, we did fall down on some areas of documentation around recording and writing up of medicines and updating risk assessments when peoples’ needs changed. This led to a rating of requires improvement being given for the area of safety. While we’re disappointed about this, we have accepted the findings and have already put processes in place to address these shortfalls in our documentation.”
Anna Wolkowski, chief executive, added “I am very happy with the overall good rating the hospice has received and I am particularly pleased with the many outstanding aspects of the report. It’s great that the inspectors observed the organisation to be well led with a culture of openness and sound values based on putting our patients and families at the centre of what we do. Most importantly, I am delighted that our staff have been commended for their positive and passionate attitude towards their work and for caring for people with respect, kindness and compassion.”
Quotes from the report included:
We observed staff provided care and treatment to people who used the service in a kind, compassionate and professional way. People told us the staff couldn’t be better, were empathetic and were caring towards them.
We observed the culture of the organisation was one of openness and sound values based on putting the people who used the service at the centre of what they provided.
Patients were also quoted as saying:
I feel very safe.
They couldn’t do anything better.
It’s given me a quality of life beyond expectations.
I was very ill on admission. The medical and nursing intervention and excellent continuing care was in this case a life saver.
It’s better than private hospitals and they don’t get the recognition and funding they deserve.
Staff also said:
This is the best place I have ever worked; they go above and beyond to support you, which because of the nature of the job is very important.
It’s a privilege to work here; we have time to spend with patients.
We consider it a family here and we look after people with care compassion and dignity.
To read the full report please click here.