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A Lancashire hospice has been praised for providing “exceptional care and treatment” to patients.
The Care Quality Commission (CQC) rated Pendleside Hospice in Burnley as ‘outstanding’ in four out of five areas after an inspection in October.
The hospice cares for more than 1,700 people a year and provides specialist palliative care for people aged 18 and over, and in exceptional circumstances 17 or 18 years.
“Staff provided outstanding care and treatment, ensured that patients had adequate food and drink, and actively supported patients,” the report said.
“Staff were effective in administering pain medication when needed.
“Managers monitored the effectiveness of the service and ensured that staff were competent.
“Staff worked well together for the benefit of patients, supporting treatment decisions and access to appropriate information. Key services were available 24/7.
“Staff went above and beyond to treat patients and carers with compassion and kindness, respecting their privacy and dignity, considering their individual needs, and helping them understand their conditions.
“They provided emotional support to patients, families and carers, minimizing distress.
“Leaders ran the service professionally and very well, using reliable information systems. They actively encouraged and supported staff development.
“Staff understood the service’s vision and values and how to apply them to their work. Staff felt respected, supported and valued.
“They were focused on the needs of the patients in their care. Staff were clear about their roles and responsibilities.
“The service did its best to work well with patients and the community to plan and manage the service, and all staff were committed to continually improving the service.”
The staff said they treated patients and their relatives with “compassion and kindness.”
The report states: “There was a strong visible person-centered culture promoted by military leadership.
“Staff were highly motivated and motivated to provide care that was kind and promoted people’s dignity.
“Feedback from patients and those close to them has always been positive about the way staff treat people.
“Feedback from people who have used the service has always been very positive, with people commenting that “the staff and doctors were excellent.” People also like staff “introducing themselves” and “receiving their loved one.” I heard your request.”
Inspectors spoke to relatives at the hospice, who said staff “did everything in their power” to help the patient.
“Staff provided emotional support to patients, families and carers to minimize distress,” the report said.
“They understood the personal, cultural and religious needs of patients. Staff provided assistance, emotional support and advice to patients and those close to them when needed.
“The hospice provided a range of additional support for patients and their loved ones, including talk therapy and bereavement services.
“After reviewing the feedback, we found that 100% of the families and people of our clients who use psychological support are very satisfied with the service.
“I heard from a relative that their whole family was supported and offered bereavement support, even though they did not all live nearby.
“Staff are said to have ‘went out of their way’ to find support for those relatives from outside the area. The hospice had the services of a chaplain and had access to a variety of faith groups if needed. .”
The hospice has also gone the extra mile to actively engage with and understand local black and minority ethnic groups (BAME).
The report added: “The result is a better understanding of what services can offer and greater diversity among volunteers.
“The service has demonstrated that we are going above and beyond to reach everyone who benefits from our services and consider ways to improve their outcomes and end-of-life experiences.”
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