Contents Impact Report Our Patrons

Introduction from “Having worked as a family doctor for 30 years in , I know St Luke’s plays an Steve Statham, invaluable role in caring for people at the end of life. The holistic care and support Chief Executive Officer given extends across the community, reaching people at home, in hospital and at the specialist unit at Turnchapel. This means the majority of patients are able to spend their final days in the comfort of their own homes, with loved ones - which I think most of us would wish to do.

It is a real privilege to be a patron of this much-loved local charity.”

- Brian Pollard, local artist Our care

“When I was asked to be a patron of St Luke’s, I had no hesitation in accepting. My cousin is one of their home nurses, so I know what a difference they make across Plymouth, where I was born, and the surrounding areas. I’m also aware of the charity’s trial project whereby veterans support other veterans towards the end of their lives, and that’s something I have a close Partnerships affiliation with. I know that when a family loses a loved one, it can be a very emotional and traumatic time - my own family faced real challenges when I was injured, and I was fortunate enough to pull through.

“The more support you have around you during those times, the better. That’s why I wanted to get involved and do what I can to help promote the great work they do.”

- Mark Ormrod, Royal Marine, Invictus Games athlete, motivational speaker

Money

People

2018/19 strategy

© St Luke’s Hospice Plymouth. All rights reserved. Published June 2018. Data correct at time of print. Financial data subject to audit. All data (unless stated) relates to period 1 April 2017 to 31 March 2018. Official statutory accounts available in the Governance section at www.stlukes-hospice.org.uk. Registered Charity Number 280681. Printed in the . Introduction Impact Report Introduction

The milestone of our 35th year has provided an opportunity to reflect on how St Luke’s has evolved since we first opened our doors in 1982. We have come a long way, reaching more people than ever and, more significantly, giving them our care wherever they want to receive it.

It is very rewarding to lead an organisation that is truly people centred, and I’m proud that the care we give patients at home, in hospital and at our specialist unit at Turnchapel is rated outstanding by the Care Quality Commission, an accolade given to less than 3% of the organisations they inspect. Compassion is at the heart of our work, I want to say a special thank you to our As we move forward, it will be crucial and we’re committed to forming new fantastic volunteers, who sometimes to continue learning and embrace We know that as well as receiving hands-on ways of working between communities don’t get the recognition they deserve. innovations and technology that are care of the highest standard, it’s the little and specialist services to improve end Giving their time and helping things run right for St Luke’s, our patients and their differences that mean so much to those we of life care. We’re aiming to create a smoothly across a wide range of roles – families. look after. I always enjoy listening to stories community of compassionate friends often behind the scenes – they are the from patients and relatives about the and help dispel the myths about death backbone of our organisation. Without Along with all other charities, we are wonderful care we give. It reinforces how and dying. When it comes to supporting them, St Luke’s simply would not be also navigating the changes that come appreciative people are of our incredible people at their most vulnerable, we can what it is. with the new General Data Protection staff, even during such a difficult time. We all contribute in simple ways. Regulations (GDPR), which give people never want to grow complacent though, Looking ahead, our strategic direction more protection regarding how their so seek ways to continue exceeding Pulling together as a hospice and with will continue to reflect the Ambitions of personal data is used. As we adapt our expectations. our partners at Derriford Hospital and Palliative and End of Life Care framework policies, we are taking every care to Livewell Southwest ensured our care as we play our role in meeting the needs help ensure the continued loyalty of End of life care requires collaboration to continued uninterrupted during the of people of all ages living with dying, our supporters and so minimise the create the improvements to quality and snowy conditions in spring, showing death and bereavement, plus their associated risk to our income. accessibility we all want. We are firmly we already have a solid foundation on families, carers and communities, taking behind Hospice UK’s national Open Up Steve Statham which to start building a compassionate into account their priorities and wishes. We have to raise over £4 million every campaign, and dedicated to playing CEO of St Luke’s Hospice Plymouth community. Joining forces helps ensure year to ensure our care continues. It is our part locally to help bring about the everyone has access to high-quality With limited resources to meet the needs only through the ongoing support of transformational change needed to address end of life care and provides some of of our increasing ageing population our stakeholders that we can succeed, inequality in access to expert care. the solutions to meet the ever-growing and the rise in the number of patients and I want to say how grateful I am for demands on our health and social care with complex needs, striving towards your contribution to making us a more services. these ambitions is certain to have its resilient organisation that is there for challenges. Working in partnership patients and families when it matters to share ideas, good practice and most. resources will be key to ensuring we maintain the highest standards of Your support is never taken for granted care centred around our patients as – thank you. pressures on budgets increase.

*EOL – End of life *Data, Hospice UK (1 in 4) and Public Health / 2016/2017

4 5 Our Care Impact Report

When time is short, creating precious memories matters more than ever Our Care and, by thinking innovatively, we have been making dreams and wishes a reality. From bringing the beach to the Conservatory at our specialist unit so a patient could feel the sand between her toes one last time to organising ‘creature comforts’ with ward visits from Sven the lamb and even a parrot, we’ve helped create special times.

We’ve even used virtual reality to ‘transport’ a patient to the Indian Ocean for a deep sea dive, while giving another – who’d been in virtual isolation in her hospital room for months to protect her immune system – the uplifting experience of once again enjoying a beautiful tranquil garden.

Our hospice is so much more than just a building – we are a ‘hospice without walls’, giving people choice and reaching out to them in their preferred place of care.

The number of patients who want to receive our care in the comfort of their own home continues to grow year on year, while our teams are also there for those We were proud to be part of national From details about our care to the with the most complex needs on the wards Hospice Care Week, which celebrates latest volunteering opportunities, at Derriford Hospital and at our specialist everyone involved in providing and information about our charity has unit at Turnchapel. supporting hospice care. It was an become easier than ever to access opportunity to highlight the end of since the launch of our new website, The new purple dress code adopted by life care St Luke’s leads on in while the Information Hub we our home care team has helped reinforce and the wider West Devon area, where introduced has been providing a us as a caring and comforting presence many live in rural locations that can wealth of information, resources in the lives of our patients, making our make it more difficult to access care. and sign-posting for patients and staff instantly recognisable wherever their families as well as healthcare they go. We partner with local GPs, Livewell professionals. Southwest district nurses, Tavistock With more young families accessing Hospital and Brentor and Moor our care, the need for pre-bereavement Compassionate Neighbours to enable support for children has never been people to remain at home, reducing greater. Our Patches programme sees our unnecessary journeys to Plymouth dedicated Family and Children’s Support hospitals and ensuring people receive Worker come alongside children, knowing the care they need in the last months, that communicating with them in an weeks and days of life. open, sensitive and age-appropriate way helps them come to terms with their loss in the longer term. Demand for this service is high, with the children finding that the PATCHES activity book and trail featuring our ‘fishy NEW PRE-BEREAVEMENT SUPPORT friend’ cartoon character Patches help FOR CHILDREN FACING LOSS OF PARENT them share their questions and express their feelings.

6 7 “Everything about my “My husband died at care is perfect. I enjoy home peacefully with coming for treatment, all all his family around staff are wonderful and I him. I just want to thank always leave here feeling everyone, as I couldn’t better about myself. have asked for any more.” Please, please carry on your wonderful work!” Written by a family member, January 2018 Written by a lymphoedema patient, December 2017

8 9 Partnerships Impact Report

Partnerships “Working with partners like St Luke’s is a vital part of our strategic aims to ensure that voluntary and community organisations are included in all care pathways. We really value the relationship with our hospice colleagues.” - Dr Adam Morris, Chief Executive of Livewell Southwest

“St Luke’s and Marie Curie, you helped my mum be at home surrounded by family for her final days. You are all super humans who help others through tough times. A heartfelt thank you for the compassionate care you gave.” - Sharron Davies MBE, Olympic Medallist for Great Britain

With an increasing ageing population moved into a new era with the launch and Cornwall while also complementing and in such challenging economic of the End of Life Hub, a partnership the approach of our national partners times, collaboration is more important pilot bringing together a health Hospice UK and Dying Matters. St Luke’s has led on the creation Part of the St Luke’s aim to than ever. We continue to work closely team and administrative staff from St of a comprehensive end of life educate and empower our with our partners at Derriford Hospital, Luke’s, Livewell Southwest and Marie When healthcare professionals share strategy for Derriford Hospital, community, our Six Steps Care Marie Curie, Livewell Southwest, New Curie on our premises. This means skills and knowledge we all stand to putting this vital care on the Home programme continues Devon CCG and Plymouth City Council, that as a person’s condition changes, benefit. The Tavistock Palliative Care agenda and continuing to work to drive up quality in end of life furthering these positive relationships the transition between all three care Forum we have established is a shining alongside and support our care. The audit of a six-month that are critical to ensuring high- providers is seamless, ensuring they and example of this approach, enabling a NHS professionals by providing period also showed that training quality integrated healthcare for our their family receive the best possible care seamlesss palliative care journey for training and forums to bring delivered through this initiative community. when they’re at their most vulnerable. residents across Dartmoor and West specialist end of life care skills to is helping build the confidence Devon. the wards. and skills of care home staff, When someone is at the end of life, Stronger together, our co-ordinated resulting in a decrease in their it can be a very anxious time for the approach means our work dovetails In hospital space can be tight, need to access GPs and nurses. patient and their family. Care for them with that of other hospices across Devon sometimes inhibiting difficult conversations, but St Luke’s We have a dedicated team creative SPACE initiative and delivering excellent education training, based on established and training to a wide variety good practice, is helping of health and social care hospital staff plan and prepare practitioners. Our new website for sensitive situations. has helped us showcase the development opportunities Opening up dialogue around available for those who care death and dying helps ensure for terminally ill patients and people’s wishes are carried out, their families. Visitors to the “Closer, collaborative working has allowed us to as far as possible. The launch site can now browse through streamline our combined services and provide the of our advance care planning the prospectus and book best possible care to the local community. We are (ACP) card during Dying Matters course places online. delighted to be working with St Luke’s on such an important initiative which will benefit staff, Awareness Week promoted patients and their families.” the benefits of having these - Ann James, Chief Executive of University conversations at an early stage. Hospitals Plymouth NHS Trust

*End of life hub data relating to period February 2017 to January 2018

10 11 Money Impact Report Money

Innovative ways of working and the loyalty of our valued supporters saw us raise the £4.2 million we need to secure each year to continue providing outstanding care for people facing the end of life. The lasting impact of our compassionate our memory jars, and support our Meanwhile, grants received - including Whether it is someone taking the plunge care has been reflected in the year-on- appeal by creating one of these special £75,000 to repair the leaky roof at our with an exhilarating skydive or a business year increase in legacies for St Luke’s, keepsakes to store their treasured specialist unit and £20,000 towards our selecting us as their charity partner, we and our Make a Will Week is backed by memories of a lost loved one. pre-bereavement support for children couldn’t reach as many people as we do local solicitors. This annual initiative – are also helping ensure our service without their support. supports our role in encouraging people Our nurses choose to use their skills continues. to recognise the benefits of advance in an environment many would find Our annual flagship events have gone from care planning, and has raised a record difficult, and patients and families often For the second consecutive year our strength to strength. In July, Plymouth amount for us. tell us the difference their dedication retail income has exceeded £1 million lit up with hundreds of local ladies has made at such a vulnerable time. The surplus (of the £10 million cost to getting their glow on as our ever-popular The care we give is more than medical. re-launch of our Sponsor a Nurse appeal run St Luke’s). We opened our 30th Midnight Walk took on a novel neon twist. Our holistic approach includes being has attracted support from across charity shop and, with the roll out of Not to be outdone, the guys came out in there to support those who have been the community, including Plymouth a contemporary look that reflects each force for our manlier-than-ever Men’s Day bereaved. Many find comfort through Argyle. The club put its best foot one’s location and the community Out, raising a record amount when they forward to donate the proceeds of it serves, our shops are bucking the strode the streets and enjoyed banter a match, and two players visited our national trend of economic decline and rugby. Meanwhile, our eighth muddy specialist unit to witness our nurses’ on the high street. Funds generated Tour de Moor mountain biking challenge compassionate care for patients. through eBay sales, recycling and Gift ramped up the gears and was once again Aid have all contributed to the profit a complete sellout. Our weekly Lottery continues to margin too. bring in vital funds, and it was one Business backing for our events has of our nurses who had the pleasure also continued to grow, with sponsor of handing over the cheque for a partnerships signed for all flagship events record-breaking £10,000 when – up to 2020. after 50 weeks’ rollover – 84-year- old Jean Higginson scooped the jackpot.

12 13 “From the bottom of “I felt that the people who my heart, I would like to visited me had my best thank you all for making interests at heart, and that an unpleasant situation as my needs were the most memorable and positive important thing to them. as it could be.” I would never be afraid to ask for any help.” Written by a family member, September 2017 Written by a patient, August 2017

14 15 People Impact Report

People With the aim of helping everyone to at our events. We were delighted live well within their communities to to see two of them receive well- the very end of their lives, our team deserved recognition this year, has been leading by example, using when Chaplain Graham Dee their experience to help develop won the Plymouth Guild’s compassionate communities across Inspiring Volunteer Award the areas where we deliver our care. and 17-year-old Esperanza In reaching out, they are encouraging Merry was named Volunteer others to recognise that whether as a of the Month by Inspiring family member, friend or neighbour, Lives Plymouth. giving support during times of crisis or loss is everyone’s responsibility Our hardworking volunteers rather than solely the domain of include those from local health and social services. businesses, who recognise that not only is partnering Our Compassionate Friends with St Luke’s good for their training is a reminder that being bottom line, it can enhance compassionate is as much about staff engagement and the ‘small’ gestures as the big, and motivation, too. We have helps meet the future demands on benefited from increased our health and social care systems numbers from companies as well as supporting our healthcare including EE and Santander, partners. plus the Department for Work and Pensions, rolling We could not provide our services up their sleeves to help at our without the work of our hundreds distribution centre, where of volunteers, who generously give donations are sorted for our their time and use their skills in our charity shops. Whether they are staff or volunteers, it shops, wards, support services and is our people who make St Luke’s the outstanding organisation we are. Almost a third of our employees have been recognised for five years or more service, speaking volumes about their experience of, and commitment to, our charity.

Part of supporting a well workforce and providing a healthy working environment, our Health and Wellbeing Week provided informative and helpful sessions on fitness, sleep and managing stress, encouraging everyone working with us to keep well and get the most out of life.

Our first Staff Celebration Week was an opportunity to reflect on – and celebrate – all we do that makes a difference, from looking after patients to serving in our cafe and organising fundraising events – the many varied roles that all contribute to the delivery of our renowned compassionate care 24 hours a day, seven days a week.

Compassion is one of St Luke’s key values, underpinning not just our holistic care for patients but our workplace policies too, recognising that everyone has a role to play in supporting each other, particularly in difficult times.

16 17 People Impact Report 2018/19 strategy Impact Report In their words 2018/19 strategy Comments from patients and family members, taken direct from iwantgreatcare.org.uk

“Five-star treatment from every hard-working member of staff. Nothing “Outstanding practical and - and I mean nothing - is Our mission emotional support from the too much trouble for them St Luke’s Hospice Plymouth moment of Mum’s diagnosis. at any time of the day.” works within our community in Our last few weeks with Mum Written by a patient, partnership with others to achieve were made easier because of November 2017 dignity, comfort and choice you. What more could we ask?” for people affected by a life- limiting illness, by delivering and Written by a family member, February 2018 influencing exceptional care.

Organisational effectiveness “The staff were very attentive and high spirited We will develop further our information which made all of the family Hospice without walls technology (IT) systems to achieve wider connectivity with our external health and feel at ease. We thought all We will develop new and existing positive social care partners so that up to date vital involved throughout the “You treat everyone, both collaborative relationships with key key patient information is available across whole process kept the stakeholders and partners in order to different clinical settings at all times. patients and relatives, with patient’s dignity intact and secure a more joined-up approach to the the utmost respect were very respectful.” provision of end of life care and in doing We will adopt the core principles of and dignity.” so maximise the use of our expertise to Information Governance throughout Written by a family member, Written by a family member, April 2018 influence the care that others give. the organisation and by working in December 2017 collaboration with the NHS achieve the We will embed the National Ambitions for correct level of accreditation to enable us Palliative & End of Life Care framework into to share information. the delivery of our services to ensure the needs of people who are living with dying, We will continually adapt and take every death and bereavement are met, and that opportunity to improve how effectively their priorities, preferences and wishes are and efficiently we work, in order to respond taken into account at all times. to the increasing needs and growing complexity of the care required. We will “It is the best care anywhere I have Workforce development achieve this by continuing to standardise ever been. Every one of the staff is and simplify all our systems and processes. courteous and caring, nothing is too We will ensure that our workforce is fit for the future by continually investing in the We will achieve financial stability to enable “No words could ever express much trouble. They make you feel like you’re the only one there, always on effective recruitment, development and us to continue to develop our services to our appreciation for their help, motivation of staff and volunteers. meet the growing needs of those we serve, knowledge, sensitivities and hand. Always cheerful and bubbly, the staff definitely aren’t there just for through developing new approaches to the support they have shown We will focus on enhancing the wellbeing fundraising and by investing in innovative a pay packet, it is genuine care and to us. Our nurse came and and resilience of our staff and volunteers and sustainable sources of new income. spoke to us but also listened to attention for the sick. Thank you so through training, communication and the the family, taking time with all much St Lukes.” further development of attitudes, beliefs We will review all our business and our questions.” Written by a patient, and values to preserve and reinforce our support areas to look at reducing our November 2017 positive culture. overhead costs, through partnerships or Written by a family member, July 2017 collaboration with other organisations to generate new economies of scale.

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