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Quality Account 2019–20 Our Quality Performance, Initiatives and Priorities

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Quality Account 2019–20 Our Quality Performance, Initiatives and Priorities Quality Account 2019–20 Our quality performance, initiatives and priorities Contents Part one: Our commitment to quality 6 1.1 Welcome to our annual Quality Account: Joint statement from Heidi and Neil 6 1.2 Our vision, mission and values 9 1.3 Our service map 10 1.4 Putting our work in context 11 1.5 Our core services and national service offer for palliative care, neurological care and bereavement support 12 1.6 Responding to Covid-19 13 Part two: Our priorities for improvement 2019–20 14 2.1 Progress against our priorities for improvement 2019–20 15 2.2 Priority 1 (and case study) 16 2.3 Priority 2 (and case study) 18 2.4 Priority 3 (and case study) 20 2.5 Priority 4 (and case study) 22 2.6 Priority 5 (and case study) 24 2.7 Our priorities for 2020–21 26 2.8 Statements of assurance 28 2.9 Indicators for quality 31 Part three: Other information 38 3.1 Linda’s story (case study) 38 3.2 Lee and Jean’s story (case study) 39 3.3 Sam and Ben’s story (case study) 40 3.4 Penny’s story (case study) 41 3.5 Kirsty’s story (case study) 42 3.6 Hannah Halliwell (case study) 43 3.7 Donna Lovie (case study) 44 3.8 Quality driven by research 45 Annexes 46 Annexe 1: Commissioner and service user feedback 46 Annexe 2: Final statement 51 4 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 Chairman of Trustees Welcome to our Quality Account for 2019–20. We expanded our provision of specialist neurological at all levels within the organisation, this investment We’ll also be sharing stories from some of the Whether someone is struggling with a terminal support by developing our buildings, including in learning and development is helping staff to fulfil patients, service users and families who’ve illness, the loss of a loved one or a neurological doubling the size of our facility at Sue Ryder their potential and deliver our collective ambition to experienced our palliative, neurological and condition, Sue Ryder is there when it matters. Our Neurological Care Centre Dee View Court in Aberdeen. provide more care for more people. We’ve focused a bereavement support to help demonstrate our palliative, neurological and bereavement support We completed the construction of the brand new lot on mental health, with a new e-learning module person-centred approach to care. is delivered at our hospices and neurological care Sue Ryder Neurological Care Centre Lancashire in for all colleagues launched on World Mental Health centres, and through our services in the community, Preston, which has 40 rooms and four supported living Awareness Day and new training courses. There’s been As Chief Executive and Chair of Trustees, we are in people’s homes and online. Our doctors, nurses, apartments, and we increased our rehabilitative care new opportunities for some of our 9,000 volunteers assured through consistent monitoring and reporting therapists, counsellors and carers give people the provision at Sue Ryder Neurological Care Centre The too, including e-learning on relevant compliance areas. that, to the best of our knowledge, the information in expert care and compassion they need at the most Chantry in Ipswich. This training is very important to ensure the safety and this document is accurate. difficult time of their lives. We pride ourselves on security of the people we support in our hospices and putting our patients, service users and their families We are helping more and more people to cope neurological care centres and the response from our We would like to thank you for your interest in Sue first; taking the time to understand what’s important with bereavement through our Sue Ryder Online volunteers was fantastic. Ryder. To find out more about our work and to support to people and giving them choice and control over Bereavement Support, which incorporates our Online us further, visit www.sueryder.org. their care. Bereavement Community, Online Bereavement When it comes to our plans to enhance our technology, Counselling and bereavement information and our business intelligence reporting continues to 2019–20 was the second year of our five-year strategy, resources. In 2019-20, there were over 110,000 visitors develop, with improvements to our healthcare More Care for More People, and we continued the to our online community and we completed 156 reporting systems underway. We completed the rollout great progress we made in year one. counselling assessments, with 83% of people going on of our new neurological site management system, at to book counselling sessions. three of our neurological care centres, with the fourth Neil Goulden Heidi Travis We grew our specialist palliative care in the community centre being added later in 2020. This will provide more Chairman of Trustees Chief Executive in a number of different ways. We embedded our One of our key ambitions is to be an outstanding effective, consistent support for care planning and Sue Ryder Palliative Care Hub South Oxfordshire, provider of care. That’s why it’s important for us to maintaining patient records. We are working on virtual which includes a rapid response service and crisis ensure that this care stands up not only to the high- care developments by piloting online consultations service to prevent hospital admissions. There is also quality measures set for us nationally, but to the high from Sue Ryder Wheatfields Hospice. Feedback from a Hospice at Home team, enabling more people to standards that we set for ourselves. Five services were service users and clinicians has been positive on the receive packages of care and leave hospital when they inspected by the CQC during the year – we are very benefits of using this remote technology. wish to be cared for at home. Our Gloucestershire proud to say that four of these increased their rating community team also increased its reach across the from Good to Outstanding and one service maintained The Quality Account is our opportunity to set out our county, supported by a telephone support line offering a Good rating. approach to care quality and standards, as well as help and advice to patients seven days a week. We review our progress against last year’s objectives. expanded our community service in Cambridgeshire As well as these fantastic achievements within our and developed our Palliative Care Hub in Bedfordshire, care services, we also made progress in our plans As in 2018–19, this year’s account will focus on which delivers planned and crisis care and manages to invest in the education and development of the following: all patients on the end of life register. The service now our workforce. Through our contribution to the • Our commitment to quality takes all referrals for patients requiring an end of life Government’s Apprenticeship Levy, we are now able • Our priorities for improvement for 2019–20 package of care previously referred to the Continuing to offer structured apprenticeship opportunities to • Our progress against our priorities for improvement Healthcare (CHC) fast track service. new and existing employees through the Sue Ryder • Our priorities for improvement for 2020–21 Knowledge Academy. With qualifications available • Our indicators for quality in 2020–21 6 7 Part one: Our commitment to quality Part one: Our commitment to quality 1.2 Our vision, mission and values At Sue Ryder, we’re passionate about giving people the quality of care they deserve. For us to achieve this, we have a clear vision of what we want to achieve, an ambitious mission, and operate with three corporate values. Our corporate values were updated by our staff during 2019 and reflect our passion and commitment to work together and be the best we can be. Our vision There are three new values, each incorporating three new behaviours (nine in total): We see a future where our palliative and neurological care reaches more communities; where we can 1. Supportive – listen/respect/encourage: help more people begin to cope with bereavement; We’re here for people when it matters, and that and where everyone can access the quality of care includes each other. We encourage, inspire and help they deserve. one another, and celebrate success. 2. Connected – communicate/collaborate/share: Our mission When we work together, we can achieve so much Sue Ryder supports people through the most difficult more for the people we support. We respect that times of their lives. Whether that’s a terminal illness, the everyone at Sue Ryder plays a vital part in delivering loss of a loved one or a neurological condition – we’re quality care. there when it matters. Our doctors, nurses and carers give people the compassion and expert care they need 3. Impactful – challenge/improve/deliver: to help them live the best life they possibly can. We find new and inspiring ways to positively impact the people we support – from small gestures to big breakthroughs. This proactive attitude drives us Our new values forward to achieve our ambitions and transform lives. As part of our ‘We are Sue Ryder’ culture development programme and to support our five-year strategy to provide more care to more people, we’re proud to introduce our new shared values and behaviours. These are designed to help us to work together as effectively as possible, ensuring everyone is focused on our collective ambition and how their individual contribution can help us to achieve it. 8 9 Part one: Our commitment to quality Part one: Our commitment to quality 1.3 Our service map 1.4 Putting our work in context Personalisation is central to the way we provide our care, which is also in line with government policy direction on health and social care.
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