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Trustees' Report and Accounts 2019-20

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Trustees' Report and Accounts 2019-20 Trustees’ Annual Report and Accounts 2019–20 Contents Foreword: ‘There when it matters’ 7 Strategic report 8 Our achievements in 2019–20 8 The impact of coronavirus 12 Our future plans 13 Section 172 statement 14 Financial review 17 Risk matrix 24 For people experiencing terminal illness and the Fundraising 28 Energy and carbon reporting 30 grief around it, Sue Ryder is an invaluable source of support. The compassion and expert care provided Structure, governance and management 34 Legal and administrative details 40 by Sue Ryder offers hope and understanding to Financial statements 45 those in their period of greatest need. Independent auditor’s report 45 Accounts for year ending 31 March 2020 48 Rt Hon Michael Gove MP Notes to the accounts 54 Chancellor of the Duchy of Lancaster Thank you 81 and Minister for the Cabinet Office Recognition of our high value supporters 81 Cover image: Healthcare Assistant Joel Kurian supports one of our clients at Sue Ryder Neurological Care Centre The Chantry Inside front cover image: 4 Sue Ryder Nurses and healthcare colleagues at Sue Ryder Wheatfields Hospice (with thanks to Alex Knight Photography) 5 Foreword Foreword: ‘There when it matters’ Welcome to our Trustees’ Annual Report and Accounts for 2019–20. At Sue Ryder, we support people through the most Despite the difficulties presented by Covid-19 at the difficult times of their lives. Whether that’s a terminal end of the year, we achieved a lot during 2019–20, illness, the loss of a loved one or a neurological and you can read more about this over the next condition – we’re there when it matters. Our few pages. This document gives you an overview doctors, nurses and carers give people the of our achievements and our full financial report compassion and expert care they need to help them and accounts, as well as legal and administrative live the best life they possibly can. information about Sue Ryder. We’ve also published a We would like to take this opportunity to thank our separate Impact Report, highlighting how our palliative, Towards the end of 2019–20, as with many neurological and bereavement services have benefited colleagues and say just how proud we are of them organisations nationally and internationally, the the people we support. Both of these documents are for taking on this unprecedented challenge and coronavirus (Covid-19) outbreak had a significant available on our website. impact on our activities. Our healthcare teams faced supporting us through it. significant additional pressure; we had to completely We entered 2020–21 with a clear purpose and a suspend our retail operations; and many fundraising confidence in our ability to deliver on our plans. Thank events were cancelled or postponed. However, with you for your interest in Sue Ryder. If you’d like to find Heidi Travis, Chief Executive the support of our staff, volunteers and supporters, out more information about our work or support us, Neil Goulden, Chair of Trustees we found innovative ways to ensure the continuation visit our website at sueryder.org of the quality care and compassion we are known for, from digital fundraising to using our influence Best wishes, to ensure access to personal protective equipment Heidi Travis Neil Goulden (PPE). We would like to take this opportunity to thank our colleagues and say just how proud we are of them for taking on this unprecedented challenge and supporting us through it. Chief Executive Chair of Trustees There are a number of challenges coming up within the healthcare field in the next five years. A growing population and more people being diagnosed with complex conditions mean that not only will demand for care increase, but delivering this will put more pressure on healthcare systems, staff and resources. In 2019–20 we commenced the second year of our strategy looking at seven key areas of focus: • Expanding our community services • Influencing care delivery across the UK • Developing our buildings • Growing our online bereavement support • Strengthening our brand and culture • Investing in education and development • Enhancing our use of technology 6 7 Strategic report Strategic report Our achievements in 2019–20 Here is a summary of our key achievements from 2019–20, which saw the delivery of the second year of our five-year strategy. Expanding our community services Influencing care delivery across the UK Developing our buildings • We have continued to deliver care and support • We continued to develop relationships with MPs in the • We are now able to deliver more care to more through the Sue Ryder Palliative Care Hub South areas around our services to ensure end of life care, people at Sue Ryder Neurological Care Centre Oxfordshire following a successful pilot in 2018–19. neurological care and bereavement support are on Dee View Court following the completion of our Incorporating a Hospice at Home service, community the Government’s agenda and to grow awareness of major extension. The new and improved centre nursing and telephone support and advice, the Hub the work of Sue Ryder. has allowed us to almost double our capacity to has received funding from commissioners to enable • Following our report on gaps in provision for people 44 people at any one time. We have been able us to continue the service. As part of this, we have with neurological conditions in Scotland, the to admit many new clients who had been on our moved out of the Nettlebed Hospice building, and the Scottish Government launched its Framework for waiting list for some time, and some of our existing Alok Sharma, MP for Reading West visits Sue Ryder Duchess of Kent Hospice ahead hospice inpatient unit closed in March 2020. We are Action in December 2019. With the right funding clients moved into new rooms too. The feedback of the 2019 General Election also working with all key palliative care providers and and commitment, this framework could make a since these moves in late 2019 and early 2020 has decision makers in the region to develop collaborative huge difference to the lives of people who need been very positive from all the clients involved, their models for future provision throughout Oxfordshire. neurological care and support in Scotland. families and staff at the centre. • The trust funding we received to enable the • We have worked with the Department for Work and • By the end of 2019–20, our new Sue Ryder expansion of our community services in Pensions (DWP) to reform bereavement benefits and Neurological Care Centre Lancashire was nearing Gloucestershire and Cambridgeshire gave us the change the rules to make the Bereavement Support completion, with clients due to move from Cuerden fantastic opportunity to recruit new staff and expand Payment fairer and improve access to fast-tracked Hall in April 2020. The purpose-built centre in Preston the reach of our services in these areas by offering benefits for people who are terminally ill. has 40 beds, including 14 rehabilitation beds, and telephone advice and support to families. • Together with the Chartered Society of four supported living apartments. A wide range of • We started working on plans for developing and Physiotherapy and the Royal College of Occupational facilities, including a rehabilitation kitchen and a Our extension at Sue Ryder Neurological Care Centre Dee View Court piloting new models of healthcare volunteering, Therapists, we’ve been campaigning for the hydrotherapy pool, will help support the delivery of which will build on the community volunteering #RighttoRehab. Our #RighttoRehab Day of Action in expert neurological care, offering more opportunities already being done in the charity. February 2020 resulted in over 20 MPs pledging to for the people we care for, now and in the future. work with us to introduce a right to rehab. • We optimised our retail warehouse operation in • We have also been building up our partnership Northampton by signing five-year leases on our working on research, and now have a good working existing warehouse and a new warehouse next door relationship with a number of academic institutions to enable growth of our online trading activity. We as well as the NIHR Consortium. also carried out refurbishment works at these sites. A supported living apartment at Sue Ryder Neurological Care Centre Dee View Court Donna Rudd, Senior Nursing Assistant at Sue Ryder Leckhampton Court Hospice Our new Sue Ryder Neurological Care Centre Lancashire 8 9 Strategic report Strategic report Growing our online Strengthening our brand and culture Investing in education and development Enhancing our use of technology bereavement support • We integrated our Sue Ryder Nurse identity into • Through our contribution to the Government’s • We started a project to replace our HR system. The • Our Online Bereavement Community continued our brand, website and health and social care Apprenticeship Levy, we are now able to offer new system will be called PeopleHub and is being to expand and now supports over 19,000 people communications, and extended our branded structured apprenticeship opportunities to new and rolled out in 2021. As well as enabling us to manage per month. It is a place where bereaved people can uniforms from Sue Ryder Nurses to the other existing employees through the Sue Ryder Knowledge staff and volunteer data together, PeopleHub will be exchange messages, share experiences and support healthcare professionals who work for us. Academy. With qualifications available at all levels accessible from mobile devices and will also enable us each other. Having grown significantly since its • We continued our ‘We are Sue Ryder’ culture within the organisation, this investment in learning and to reduce manual processing, with the aim of making launch in 2015, we recognised the need to improve development programme, which aims to make our development is helping staff to fulfil their potential and the organisation more efficient.
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