We are your Hospice Annual Review 2018-19 About Us

About Us St Peter’s Hospice is ’s only adult hospice. We have Contents been looking after people in our area (Bristol, , and parts of Bath and Welcome 3 North East Somerset) for 41 years. Our commitment is to contribute to improving the quality of life of patients with New Inpatient Unit 4 life limiting illnesses while extending care and support to Patient Care 6 their families and loved ones. Our main building is at Brentry Education 9 and our Community Nurse Specialist team have bases in Staple Hill, Long Ashton, Brentry and Yate, making it easier Volunteering 10 for us to provide accessible care and support across this Communications 11 large geographical area. Income generation 12 Financial summary 16 Looking ahead 18

2 Welcome

Welcome

2018/19 has been a remarkable The review also reflects how, besides money, our year in the life of St Peter’s Hospice, supporters have also generously donated their time as during which we have completed a volunteers – without whom we would not be able to major rebuild of our Inpatient Unit achieve much of what we do. (IPU) to produce a hospice fit for the 21st century. We are very We do not take this generosity for granted. We know we proud of the new IPU, which must work hard to maintain the excellent reputation St opened in November 2018 and is Peter’s Hospice enjoys, and part of that involves changing appreciated by the patients and what we do in order to meet the developing needs of our their families who use it. During the build we maintained all patients and families in the 21st century. We will continue our other services, both at Brentry and in the community, to expand and enhance our services to meet patient needs and our staff and volunteers worked hard to ensure any both at the Hospice and in the community. disruption did not impact on patients. So thank you to everyone who has supported the Hospice, St Peter’s Hospice provides the only adult hospice care to a whether by donating money, buying from or giving to our population of almost one million people. Our services cost shops or volunteering in so many ways. I hope you will £22,100 a day to run and the NHS funds only 21% of this; so want to support St Peter’s Hospice in the coming year to the remainder has to be raised from charitable donations. enable us to continue the work you will see so clearly We know from patient and family feedback how valued our illustrated in this review. services are, but they are only available thanks to the generosity of so many people. Simon Caraffi This Annual Review is one way for us to say thank you to Chief Executive our community for all your support over the past year, by showing you how you have raised the funds we need as well as how we have spent them – and how many lives have been affected by your generosity.

3 New Inpatient Unit

New Inpatient Unit

2018 saw the successful completion of the rebuild of our Inpatient Unit at Brentry, as well as a new Coffee Shop and social hub. The Hospice now has an Inpatient Unit fit for the 21st century, providing patients with a physical environment to match the excellence of the care we provide.

The rebuild was made possible by the £2.74m raised during the Room to Care Appeal. Actress and Room to Care Appeal Patron Caroline Quentin joined us in November 2018 to announce the success of the appeal and open the new Inpatient Unit.

Some of the new features of the Hospice include:

• Private, enlarged patient bedrooms with ensuite bathrooms and facilities for visitors to stay overnight

• Dementia-friendly rooms and an enclosed garden safe for patients with any form of cognitive impairment to explore

• Family lounges and quiet rooms plus a sanctuary for quiet reflection, prayer or meeting • Fully-equipped hairdressing salon for patients • New enlarged Coffee Shop and social hub with indoor and outdoor seating, serving hot and cold food, drinks and • Remodelled gardens specially designed for patients and snacks families, accessible from all patient rooms, with patio space for beds to be taken outside

4 Coffee Shop Patient Care

Services Overview

All our patient services were affected to some extent by the rebuilding of the Inpatient Unit but we were pleased that at no stage did we have to suspend any services. The day-to-day running of the Hospice’s support functions also suffered some disruption but these were well-managed in collaboration with our contractors.

The total number of patient referrals increased for another year, by 17% on 2017/18, and we were able to develop certain service areas in line with our plans.

Patient care activity 2018/19

Number of new referrals 2,887

Community Nurse visits 8,033 Inpatient Unit bed days occupied 3,818 +17% Hospice at Home care hours 17,191 Patient referrals

Day Hospice attendance 1,926 on previous year

Advice Line calls 4,317

6 Patient Care

Patient Care

During most of this year our Inpatient Unit (IPU) continued to operate from its temporary site at Keynsham while the Brentry site was rebuilt. The temporary unit functioned very effectively, and the IPU staff worked hard to ensure their usual very high standards of care were delivered. Despite the site’s limitations, such as no readily accessible outside space, feedback from patients and their families was very positive and scoring on the ‘iWantGreatCare’ satisfaction survey remained high.

The newly rebuilt 15-bed unit opened to patients at the end of November following an intensive period of activity to re-equip and refurnish it and provide staff with the necessary training. All 15 rooms were available to patients within two weeks, thanks to the leadership of clinical managers and the co-operation of all staff. Since opening, the new unit has received excellent reviews from patients, families and staff, and achieved 98% bed occupancy from January 2019 to the end of the financial year. 98% Bed occupancy in our Inpatient Unit

7 Patient Care

Service Development Patient We developed our Community Nurse Specialist (CNS) reviews on service by recruiting two Response Nurses which has 93% iWantGreatCare enabled us to manage referrals better. This has been a very successful initiative, improving response time to “Extremely likely” urgent referrals without disrupting planned visits by the to recommend local CNS teams. our service

We also began our programme to gain non-medical prescribing qualifications for selected CNSs. Non-medical prescribing allows health professionals who are not doctors to prescribe medicine, enabling a faster, more efficient Improved service for patients and improved continuity of care. response times The Hospice joined Project ECHO (Extension of Community to urgent Healthcare Outcomes), a community of practice that shares referrals learning and support to improve end-of-life care, particularly in local care homes.

Staff recruitment included:

• The new post of Deputy Director of Patient Care to provide more capacity in clinical governance and quality We had 467 responses this year to our ongoing patient survey (iWantGreatCare.com). 93% said they were • A rehabilitation assistant to increase capacity in our “extremely likely” and 4% “likely” to recommend our Therapy team service. We received one written and eight verbal complaints this year, and five other concerns were actioned. • A middle-grade doctor to join the medical team and We also received 264 written compliments (cards and enable more efficient use of consultant time letters).

8 Education

Education

The Education department is a valuable service within St Peter’s Hospice, helping to improve standards of end-of-life care both internally and externally.

The Education department maintained consistently high quality delivery for the University of West of , delivering modules for BSc and MSc courses and for professional candidates. Student numbers have been sustained and increased for the module delivery planned for the coming year.

We continued to provide external agencies, such as Bristol Community Health, South Gloucestershire Council, Avon Local Medical Committee, Health Learning Partnership, care homes and other clinical and medical colleagues across Bristol with a significant range of end-of-life care education and training opportunities, reaching up to 100 colleagues in the area.

9 Volunteering

Volunteering

Volunteer Resources provides our clinical and commercial • Shop volunteers alone contributed the equivalent cost of teams with a motivated, trained and supported volunteer 52 days of patient care – or more than £1m in cash terms workforce. With 20 varied and individual roles, our 1,500 volunteers contribute more than £2m of in-kind support. The • Hospice Neighbours made over 1000 visits to patients in 2018/19 year has seen the re-integration of volunteers at their own homes Brentry after the Inpatient Unit rebuild. A substantial amount of planning and training has been required, including new Volunteer drivers Information Governance training, expanding the Coffee Shop transport patients role, recruiting a hairdressing team, new gardeners and a a distance of at broadening of the IPU role. Brentry volunteers have risen to the challenge and we’ve been encouraged by a significant least twice increase in younger volunteers. around the world every year

• Volunteer gardeners shifted 20,000 litres of kitchen and garden compost per year – that’s a lot of …manure!

• Volunteer complementary therapists delivered nearly 500 sessions to patients in Day Services and the Inpatient Unit

• Pre- and post-bereavement support volunteers gave 530 sessions to families who lost a loved one The number of retail volunteers continues to hold steady despite a decrease nationally. This year we’ve built on the • Spiritual care volunteers provided comfort and solace to rollout of the retail recruitment toolkit and produced a new nearly 800 patients volunteer handbook that ensures consistency of mandatory training. We have also introduced new safeguarding training • Nearly 500 fundraising volunteers donated more than and Disclosure and Barring Service checks for retail managers 2,000 hours to help us plan and run our fundraising events, to keep the working environment safe. as well as helping with fundraising office administration

10 Communications

Communications

The Hospice was once again prominent in the local and Our social media channels on Facebook, Twitter, Instagram regional media, with regular stories and appearances in the and LinkedIn continue to engage our audiences, with our Bristol Post, North Somerset Times, Gloucestershire Gazette, Facebook following increasing 6.3% on the previous year. the local Voice series, BBC Radio Bristol, BBC Points West and ITV Westcountry. We continued to use film to promote our work, including a dedicated Christmas film featuring staff, volunteers, patients and families which reached 19,000 people on Facebook. Publicity generated gave the Hospice media coverage equivalent to £2.3 million in advertising.

All 51 of our shops, and our ebay store, now have Insta- gram accounts to interact with their local communities and promote their goods.

Our website had more than 124,000 visitors during 2018/19, providing information for patients and families and Digital raising revenue through fundraising event registrations and donations.

11 Income Generation

Retail

Our retail operation of 51 shops and an eBay shop delivered a net income, including gift aid, of £2.03m. This represents a 9% increase over 2017/18, in spite of continued salary pressures and reduced prices received from recycling 21 merchants for donated clothing that we were unable to sell shops now in our shops. have increased We continued to invest in our shops through additional selling space space expansions, refurbishment and upgrades, the result of which is that two-thirds of our retail estate has been modernised over the past three years.

Our inaugural Furniture & Home shop in has proved to be a great success, with first full year sales Retail highlights include the following: exceeding target. The shop has also provided us with the platform to launch our House Clearance service, which is • Completion of our ‘Space Release’ programme, which now going from strength to strength. We remain on the increased the selling space in 21 shops lookout for other furniture shop opportunities, particularly in the North and West of our catchment area. • A gradual expansion in our sale of New Goods, in product areas where we receive low donations, has resulted in Our shops provide real career opportunities for local people. additional income equivalent to that of a new shop We employ 208 staff throughout our retail operation and there were 28 internal promotions in 2018/19. • As the ultimate ‘green retailer’, many of our shops have embraced social media to trumpet the many benefits of pre-loved clothing Net income increased by 9 • A customer service programme has been delivered to all % shop staff and volunteers

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Income Generation

Fundraising

Fundraising for core services generated a net contribution fundraising at work, donating through a trust or leaving a after costs of £1.29m in 2018/19. This was £21,000 above gift in their will, we are so grateful for all this support, which budget, and delivered on top of income generated by the enables our vital work to continue. fundraising team for the capital appeal for the new Inpatient Unit. Room to Care Appeal The Room to Care Appeal, launched publicly in October We were supported across the year by so many wonderful 2017 with the ambitious target of raising £2.53m towards individuals, and we also had a few famous faces lending the cost of our new Inpatient Unit, closed with income their support to our cause. Joanna Lumley hosted the Ruby totalling £2.74m; £212,000 over target. This tremendous Dinner, a black-tie event at Badminton School, raising an success was attributable to the countless trusts, companies amazing £115,000 for the Room to Care Appeal. and individual supporters, who rallied to this once-in -a-generation opportunity to create a Hospice for Bristol We were thrilled to be selected as the Charity Partner for that is fit for the 21st century. We are extremely grateful to the Bristol International Balloon Fiesta. The 2018 event saw everyone who helped deliver this outstanding achievement. both the Hospice and the Fiesta celebrate their 40th anniversaries and it generated over £11,000 through public raised by the donations, a raffle and the sale of merchandise. The partnership spans two years and so our army of fantastic £2.74m Room to Care Appeal volunteers will be out in force again in August 2019. GDPR The Hospice’s lottery scheme, ‘Local Lotto’ continues to In order to ensure compliance with General Data Protection grow and exceeded the 7,000 player mark in 2018/19, Regulations that came into force in May 2018, we reviewed generating £350,000 for the Hospice. and updated all of our policies and practices relating to personal data. We provide all of our supporters with clear As with every year, we were overwhelmed by the number and easy opportunities to change their communication of people choosing to fundraise or donate in memory of a preferences at any time and our Privacy Notice, outlining loved one who had been supported by the Hospice. how we use supporter data, is available on our website or Whether setting up a regular gift, running a half marathon, by calling our reception.

14 Ruby Dinner

Ruby Dinner

Bristol International Balloon Fiesta Tour de Bristol Financial Summary

Our income 2018-19

Income area 2018-19 2017-18

Gifts in wills £2,633,000 £3,187,000

Retail £8,001,000 £7,671,000

Fundraising* £3,269,000 £4,170,000

Investments £521,000 £578,000

NHS England service funding £1,814,000 £1,913,000

Education course fees £92,000 £128,000

Other £10,000 £11,000

TOTAL £16,340,000 £17,658,000

*Donations, merchandising and fundraising events, lottery (includes capital appeal income of £892k in 2018/19 and £1.7m in 2017/18) Gifts in wills Retail Fundraising of our income came from the public and Investments NHS funding Other 79% 21% from the NHS We received Gifts in wills totalling £2,633,000

16 Financial Summary

Our expenditure 2018-19

Expenditure area 2018-19 2017-18

Hospice Care £8,256,000* £7,442,000

Retail £5,971,000 £5,814,000 Fundraising and £1,268,000 £1,201,000 Commercial Administration

Education £382,000 £380,000

Investment costs £92,000 £72,000

TOTAL £15,969,000 £14,909,000

*Including new Inpatient Unit project costs of £570,000

In 2018/19 Hospice Care cost Hospice Care Retail Fundraising £22,100 Education Investment costs a day

17 Looking Ahead

Looking Ahead

Following the very successful rebuilding of our Inpatient Unit Following a number of years of very strong legacy income, we will be placing greater emphasis on the work we do we will be refreshing our approach to gifts in wills to ensure within the community. This focus on community this remains a major source of income for us in the future. engagement will apply to all areas of Hospice activity, clinical and non-clinical. By way of example, we have Retail appointed a fixed term Clinical Community Engagement We continue to seek new shops, either temporary pop-ups Lead to improve accessibility to our services across all or permanent, in order to expand our operation. Greater Bristol communities. We will continue to selectively expand our range of new Patient Care goods to complement our existing product offer. We will be expecting a Care Quality Commission inspection during 2019/20 and have a clear ambition to yet again We will look for ways to maximise revenue from unsold achieve grades of ‘good’ or ‘outstanding’ in all areas. goods, given the continuing price falls being experienced in the recycling market. In addition provision has been made in the 2019/20 budget for the following enhancements to services: Communications • Additional nurse specialist for our Access Team to manage Community engagement initiatives, including participation in the increased number of referrals and Advice Line calls, external events such as Bristol Pride, will be a big focus in especially at weekends 2019/20 as we promote access to our services for all. • A therapist to focus on children’s work in the Patient and Family Support Team, to enable an increased pre and post New films will be made and our website will be reviewed bereavement service for children to provide more accessible information for patients and • Continue to develop nurse specialists as non-medical families. prescribers

Fundraising Our core costs are increasing and we now need to seek You can read the full St Peter’s Hospice Annual Report and 79% of our funding through our charitable activities. Accounts on our website: stpetershospice.org

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St Peter’s Hospice Charlton Road Brentry Bristol BS10 6NL

Tel: 0117 915 9400

Fundraising Office Block C, Estune Business Park Wild Country Lane Long Ashton BS41 9FH

Tel: 01275 391 400

24/7 Advice Line Tel: 0117 915 9430

stpetershospice.org

/stpetershospice

Registered Charity No. 269177