Farleigh Hospice Quality Account 2017 - 2018 Debbie Sevant, Director of Care & Quality & Susan Bridger, Compliance & Assurance Lead

What we said we would do 2017 - 18 How we achieved this Improve links with non-cancer specialist services 26.5% referrals for non-cancer related conditions Closer links with other specialist organistions – MND, Dementia, COPD, Frailty MND coordinator, Admiral Nurse posts End of Life Education Project Rolled out a jointly funded with Health Education England and in collaboration with Anglia Ruskin University and other providers in the STP, an End of Life Education programme New Hospice Outreach Vehicle (HOP) The new HOP has now been ordered and will be available for use in the Autumn. Healthwatch Essex are interested in linking with the Information Service once the vehicle is in use Staff Development & Care Promoting self-development, resilience and self-care across all staff groups, following staff survey. Developing a new hospice strategy To help plan the new strategic direction for 2018 – 2022, to take the hospice through the next 4 years to its 40th birthday. An engagement campaign was launched including staff, volunteers, users of our services, organisations we work with and the general public to develop a strategic direction which would be both manageable and based on the needs of the population of mid Essex. Information from the engagement exercise was collated and analysed. Themes were identified to help shape the new hospice strategic plan. Two phases of workshops were completed, phase one was for medical staff and phase 2 for other Health Care professionals - train the trainer – as part of the STP wide programme. HOP was decommissioned due to problems with the vehicle. This had proved very successful supporting the work of the Information Service so a suitable replacement was needed. Mindfulness and wellbeing events Stress Management Sessions Service Recognition awards Management and Leadership sessions Health & Safety workplace inspections Christmas social

Farleigh Hospice Quality Performance Information 2017 – 18

Farleigh Hospice Quality Performance Information 2017 – 18 Inpatient Care – Number of admissions 301 Average length of stay 5.6 days Clinical Advice Line – 12,930 calls Community Nurse Specialists – 3,933 visits Hospice at Home – 5,734 care hours Information Service – 2,828 contacts Bereavement Services – ‘Circle’ Adult services 898 referrals ‘YoYo’ Children and young people 248 referrals

Farleigh Hospice Quality Performance Information 2017 – 18

Engaging with our community Essex Business Excellence Awards 2017 Contribution to the Community MENCAP students continue to transform Farleigh Community Garden

Engaging with our community Celebrity Launches New Facility for Young People

What people say about our us My experience has been very good. I was very poorly when I came in but after a couple of days I felt much better and now I feel really well. So thank you for your care’ ‘During my admission I have been so impressed with the way each team worked together. Nothing is too much trouble.’ What our patients say ‘Have been very good to me, very caring staff at all times Thank you ‘ ‘Drs and nurses are very good at explaining everything and stopping you from worrying ‘ ‘‘A bed was very promptly found when my health was seriously deteriorating, over to extreme sickness. I was scared but have felt nothing but safe since being in here.’ ‘Care from every discipline has exceeded my expectations’

What people say about our us What Families/Carers say ‘ Thanks again for everything’ ‘Thank you for everything you did………….and also the support you gave myself and the boys’ ‘Words cannot express how grateful I am…….I'll be forever grateful’ ‘Wish to express the deep gratitude…………..and consider us blessed that you were appointed to our case’ ‘‘The support and thoughtfulness you showed was absolutely amazing’ ‘Massive thank you……………….I don't know what we would have done without you’

What people say about our us A volunteer in the Welcome Team said – ‘My role is quite varied really. There is a lot of meeting and greeting of everybody that comes into the hospice….Farleigh is such a fantastic organisation and it’s great to be able to do something. I’ve had relatives that had cancer and it’s just so nice to give back’. What our Volunteers say A volunteer in the Bereavement Team said –  ‘Helping the bereaved to understand and manage the process of grief is key to helping them find their way back to better, happier lives………The supervision and continued support I receive from the staff is brilliant… A volunteer in the Courtyard Café said –  ‘I volunteer in the Courtyard Café Kitchen. I’ve been volunteering for 20 years. It’s great fun…….Everyone in the team is so friendly and helpful’.

What people say about our us What our Staff say ‘I am happy with the flexible working practices 70% agreed ‘I am proud to work for Farleigh’ 83% agreed ‘I rarely get stressed at work 42% agreed ‘I feel informed about what is happening at Farleigh’ 82% agreed

Future priorities for improvement - 2018– 2019 Enhanced Community Services – increasing and improving hospice care in the community New model to deliver hospice education to care homes and the community Continued refurbishment of the Inpatient unit to improve facilities for our patients and their families’ Communication and engagement campaign, including developing a team of ambassadors, to improve people’s understanding of hospice care

Future Farleigh Campaign Next 4 Years Hospice embarked on an engagement campaign including staff, volunteers, users of our services, organisations we work with and the general public A strategy project group was established in August 2017. Strategy Champions, a group of staff, volunteers and trustees Future Farleigh - Every Voice Matters campaign.

‘What would you like to see from Farleigh in the Future’

Future Farleigh Campaign Next 4 Years Information received from the engagement exercise was collated and analysed Themes shared and discussed with staff, volunteers and Hospice AGM. Used to develop strategic goals in November 2017 The hospice vision and mission revised

Strategic Goals

Future Farleigh Campaign Next 4 Years Public engagement campaign to promote the strategy and raise the profile of the hospice Two ‘VIP’ events held, third being planned for November Survey of general public Media campaign promoting key messages And more!

Working together to make a difference