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Sue Ryder Quality Account 2020-21

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Sue Ryder Quality Account 2020-21 Quality Account 2020–21 Our quality performance, initiatives and priorities Front cover: Our Sue Ryder Nurses during the Covid-19 pandemic This page: Members of our neurological rehabilitation team outside the new Sue Ryder Neurological Care Centre Lancashire, Preston Contents Part one: Our commitment to quality 6 1.1 Welcome to our annual Quality Account 6 1.2 Our vision, mission and values 11 1.3 Our service map – April 2020–March 2021 12 1.4 Putting our work in context 13 1.5 Our core services and national service offer for palliative care and specialist neurological care 14 1.6 Responding to Covid-19 – Our stories 15 1.7 Year of the Nurse and Midwife 2020–21 – Our stories 24 Part two: Our priorities for improvement 2020–21 32 2.1 Progress against our priorities for improvement 2020–21 33 2.2 Priority 1: Service user safety – Case study 34 2.3 Priority 2: Clinical effectiveness – Case study 36 2.4 Priority 3: Service user and staff safety – Case study 38 2.5 Priority 4: Service user experience – Case study 40 2.6 Our priorities for April 2021–March 2022 42 2.7 Statements of assurance 46 2.8 Indicators for quality 49 Part three: Other information 56 3.1 Heather’s story 56 3.2 Bill’s story 58 3.3 Richard and David’s story 60 3.4 Ricky and Gemma’s story 62 3.5 Sam and Julia’s story 64 Annexes 1–3 66 Annexe 1: Commissioner feedback 66 Annexe 2: Service user feedback 70 Annexe 3: Final statement 73 4 Opposite page: One of our Sue Ryder staff during the Covid-19 pandemic 5 Part one: Our commitment to quality Part one: Our commitment to quality 1.1 Welcome to our annual Quality Account Joint statement from our Chief Executive and the Chair of Trustees Welcome to our Quality Account for 2020–21. the technology for online consultations, group therapy this support. In 2020–21, there were over 128,000 were also established at two of our four neurological Whether someone is struggling with a terminal and peer-to-peer clinical support. Across our services, visitors to our Online Bereavement Community and we care centres: Sue Ryder Neurological Care Centre illness, the loss of a loved one or a neurological families were also supported to stay in touch using completed 686 counselling assessments, with 87% of The Chantry and Sue Ryder Neurological Care Centre condition, Sue Ryder is there when it matters. Our virtual technology and our staff helped service users people going on to book counselling sessions. Lancashire. These are helping to ensure service users palliative, neurological and bereavement support make regular video calls to relatives and friends are able to maximise their potential and maintain is delivered at our hospices and neurological care who were unable to visit. The rollout of virtual care Wellbeing has also been a priority, and we have rolled greater independence where possible. centres, and through our services in the community, technology meant that we were able to continue out wellbeing resources and tools to support our in people’s homes and online. Our doctors, nurses, to deliver quality support online when face-to-face frontline healthcare teams. Over 40 colleagues have Looking at quality improvements across our therapists, counsellors and carers give people the contact was not possible; prioritising the emotional been trained as Mental Health First Aiders across palliative services, we rolled out the Huddle up for expert care and compassion they need at the most and physical needs of the people we care for. our Sue Ryder locations. We have also introduced Safer Healthcare (HUSH) model across three of our difficult time of their lives. more support resources for line managers; wellbeing Sue Ryder hospices and introduced the concept Following approaches from clinical commissioning guidance on a variety of subjects; wellbeing training of safety huddles to a further two hospices and We pride ourselves on putting our patients, service groups (CCGs), we dedicated several beds across two sessions; and signposted to mental health support two neurological care centres, with the support of users and their families first; taking the time to of our neurological care centres to shorter, more from other organisations. the Improvement Academy. This forms part of our understand what’s important to people and giving intense periods of rehabilitation treatment for people continued commitment to ensure service users are them choice and control over their care. The being discharged from hospital. The CCGs were Although Covid-19 dominated the headlines in kept free from harm as part of our overall drive to experience of our service users during their journey concerned at the loss of rehab beds due to Covid-19 2020–21 and had a significant impact on our improve quality, and our particular focus in 2020–21 with Sue Ryder is at the heart of everything we do and were keen to ensure people who needed specialist activities, we also made progress in other areas. was on reducing falls incidents. and we are committed to continuously improving rehab following a stroke or acquired brain injury could One key achievement of 2020–21 was the rollout the quality of our services, driven by feedback taken still access this. Without this rehab at the right time, of our refreshed Service User Participation Strategy. Ultimately, one of our key ambitions is to be an directly from the people we care for. these people may never get to return home or may Developed in consultation with service users across outstanding provider of care. That is why it is important remain highly dependent in the long term. As well as the country, our aim is to use real-time feedback, for us to ensure that this care stands up not only to 2020–21 was the third year of our five-year strategy, achieving better outcomes for our clients by delivering taken directly from the people we care for, to drive the high quality measures set for us nationally, but to More Care for More People. It was a challenging year a high quality service, this presented a new way of quality improvement within our services, systems the high standards that we set for ourselves. When the but ensuring our services continued to deliver a high collaborative and effective working with our partners. and processes. Their input and involvement will World Health Organisation (WHO) declared a pandemic standard of care remained our top priority. We also underpin our expert care, helping us to understand in March 2020, the Care Quality Commission (CQC) – maintained our focus on our strategic aims: to provide As the pandemic took hold, we saw an increase in what we are doing well and what we could do better. the independent regulator of health and social care care and support for more people and influence new demand for our Sue Ryder Online Bereavement This approach not only aligns with our organisational in England – paused routine inspections and focused models of care across the UK. Our response to the Support, which incorporates our Online Bereavement values – supportive, connected and impactful – it also its activity where there was a risk to safety. This meant coronavirus (Covid-19) pandemic was proactive, and Community, Online Bereavement Counselling and demonstrates our commitment to embracing people’s that none of our services were inspected by the CQC we quickly rolled out a number of projects that would bereavement information and resources. Our Online views on our quality and development. during 2020–21. However, in Scotland, Sue Ryder help us reach more people in need of our expert care Bereavement Community and Online Bereavement Neurological Care Centre Dee View Court passed a and support, as well as benefit our existing service Counselling were already uniquely placed to provide In April 2020, we completed the move to our new review undertaken by infection control inspectors from users and their families. support free of charge in people’s own homes, so, Sue Ryder Neurological Care Centre Lancashire in the Aberdeen City Health and Social Care Partnership, to ensure that we could support as many bereaved Preston, which has 40 rooms and four supported who assessed a range of infection control measures With visitors to our centres severely restricted, we people as possible, we expanded the services and living apartments. Positive feedback and outcomes during an unannounced visit in January 2021. rolled out virtual care technology to six of our hospices promoted them more widely. We also secured are already coming through from the staff and clients and two of our neurological care centres. Doctors, additional funding which allowed us to hire more who are experiencing the high standard of care offered Although there have been no formal inspections, nurses, day services and family support teams used counsellors at a time of increased national need for by the state-of-the-art centre. Rehabilitation services our Quality and Governance team has continued 6 7 Part one: Our commitment to quality working with our services to assess their compliance experienced our palliative, neurological and with national quality standards for health and social bereavement support to help demonstrate our person- care. This year, for the first time, a virtual ‘leadership’ centred approach to care and our constant drive to presentation was introduced into the proceedings. improve quality. This gave colleagues the chance to showcase their work, share innovations in practice and celebrate their As Chief Executive and Chair of Trustees, we are remarkable achievements. At these events, senior assured through consistent monitoring and reporting leaders gave presentations on their key leadership that, to the best of our knowledge, the information in achievements in the last year, how they are meeting this document is accurate.
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