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There When It Matters v There when it matters How we made an impact 2019–20 There when it matters | How we made an impact 2019-20 Cover image: Simon Ellis at Sue Ryder Neurological Care Centre The Chantry in Ipswich receiving support from Physiotherapy Assistant Liliana Dragu This page: Sheeba Panattu – Senior Nurse, Sue Ryder Neurological Care Centre The Chantry Contents There when it matters – thanks to your support . 4 Our vision, mission and values – what we believe . 7 Putting our work in context – what we do . 8 Our service map – where we work . 9 Our five-year strategy . 10 Our year in numbers . 11 There when it matters – for people with life-limiting conditions . 12 Sam’s story . 14 There when it matters – for people with complex neurological conditions . 16 Linda’s story . 18 There when it matters – for people coping with bereavement . 20 Heather’s story .. 22 Using our voice to help the people we support be heard . .. 24 Our volunteers are there when it matters . 25 Meg’s story. 26 Our Better Death campaign . 28 Financial Summary 2019-20 . 30 Thank you for your support . .. 31 2 3 There when it matters | How we made an impact 2019-20 There when it matters – thanks to your support There when it matters – thanks to your support We are committed to helping people with life-changing conditions and their families live the best life they possibly can . In this report, you will see how the expert support Sue Ryder provides is making a crucial difference to individuals and families facing terminal illness and complex neurological conditions, as well as those who have experienced the loss of a loved one . Like many organisations, we were seriously affected by the coronavirus (Covid-19) outbreak towards the end of 2019-20. Our healthcare teams faced significant additional pressure and we struggled to access the right Personal Protective Equipment (PPE) to safely provide our care. Our shops had to close and many of our fundraising events were cancelled, so we lost a substantial amount of income too . It was a very worrying time . However, with the support of our staff, volunteers and supporters, we innovated, we campaigned and we made our voice heard, securing the future of our care for the people who need us . The way colleagues from across the organisation rose to this unprecedented challenge was remarkable and I am very proud of the whole Sue Ryder team . Throughout 2019 and into 2020, we pushed ahead with our ambitious five-year strategy, More Care For More People. Launched in 2018, it aims to expand our care to a wider range of people, in more locations and in different ways. As part of that strategy, last year, we provided a staggering 2 .2 million hours of palliative, neurological and bereavement support, while our Online Community supported over 110,000 people . We want everyone who is living with a terminal illness, a neurological condition, or dealing with bereavement, to get the highest quality care and support, no matter where they live or who provides their care . That’s why we’ve also continued our work influencing policy-makers and working in coalition with others. Although the repercussions of Covid-19 will be felt well into 2020–21, I am excited about the opportunities that the future holds for us in making an even greater impact this year . If you have supported us in any way, or would like to do so, please accept my heartfelt thanks for helping us to be there when it matters . With the support of our staff, Art therapy at Sue Ryder Neurological Care Centre The Chantry Best wishes, volunteers and supporters, Patient: Jane Binney we innovated, we campaigned Margaret Burgess – Day Services Leader and we made our voice heard, Heidi Travis securing the future of our care Chief Executive for the people who need us . Heidi Travis, Chief Executive 4 5 There when it matters | How we made an impact 2019-20 Our vision, mission and values – what we believe Our vision, mission and values – what we believe At Sue Ryder, we are passionate about giving people the quality of care they deserve . For us to achieve this, we have a clear vision for Sue Ryder, an ambitious mission, and operate with three corporate values . Our vision Our mission We see a future where our palliative Sue Ryder supports people and neurological care reaches through the most difficult times of more communities; where we can their lives . Whether that’s a terminal help more people begin to cope illness, the loss of a loved one or with bereavement; and where a neurological condition – we’re everyone can access the quality there when it matters . Our doctors, of care they deserve . nurses and carers give people the compassion and expert care they need to help them live the best life they possibly can . Our values 1. Supportive . 2. Connected . 3. Impactful . We’re here for people when it When we work together, we can We find new and inspiring ways to matters, and that includes each achieve so much more for the positively impact the people we other . We encourage, inspire and people we support . We respect support – from small gestures to help one another, and celebrate that everyone at Sue Ryder plays big breakthroughs . This proactive success . a vital part in delivering quality attitude drives us forward to care . achieve our ambitions and transform lives . Nurse: Danielle Gregory – Ward Manager at Sue Ryder Duchess of Kent Hospice 6 7 There when it matters | How we made an impact 2019-20 Our service map – where we work Nurse: Susan Philips – Ward Manager at Our service map – where we work Sue Ryder Leckhampton Court Hospice with patient Mr . Suarez Supported living 1 e der pported iin nit erdeen 16 10 erdeen 1 e der pported iin nit pswich ns erth and inross 12–14 tirin Palliative care 1 e der chess o ent Hospice eadin air incdin eadin and oinham commnit serices and e der aiatie are H ershire 2 e der echampton ort Hospice hetenham Putting our work in context incdin ocestershire commnit serices e der aiatie are H oth ordshire e der t ohns Hospice oerhaner incdin – what we do e der aiatie are H edordshire e der Thorpe Ha Hospice eteroroh incdin commnit serices Neurological care 6. Sue Ryder Wheatfields Hospice, Leeds, including Sue Ryder supports people through the most difficult e der erooica are entre commnit serices The hantry pswich e der anorands Hospice eihe incdin times of their lives . For over 65 years our doctors, nurses 9 e der erooica are entre commnit serices and carers have given people the compassion and erden Ha eihe 10 e der erooica are entre 7 6 expert care they need to help them live the best life ee iew ort erdeen 11 e der erooica are entre 9 eeds they possibly can . Staenhoe Hitchin reston We take the time to understand what’s important to people and give Community services them choice and control over their care . This might be providing care 12 e der ns Homecare rroath 5 eteroroh for someone at the end of their life, in our hospices or at home . It could 1 e der tirin and be helping someone manage their grief when they’ve lost a loved one . Fair Homecare tirin 15 1 e der erth and inross edord 4 Hitchin 8 17 pswich Or providing specialist care, rehabilitation or support to someone with a Homecare erth 11 neurological condition . p nti anar 2020 hetenham 2 1 e der ementia oth ordshire Together, Suffolk 3 We want to provide more care for more people when it really matters . eadin 1 We see a future where our palliative and neurological care reaches more communities; where we can help more people begin to cope with bereavement; and where everyone can access the quality of care they deserve . 8 9 There when it matters | How we made an impact 2019-20 Our year in numbers Sue Ryder Neurological Care Centre Our year in numbers Dee View Court, 713 people Aberdeen have pledged to leave a gift 6,682 people were cared for in their Will to in our hospices or by our £55m Sue Ryder hospice at home teams It costs us over £55m to run our services each year 81p in every £1 spent goes Our five-year strategy towards our patient care. 280 people were supported by Our key objective for 2018 to 2023 is to provide our neurological centres We have 1054 Sue Ryder ‘more care for more people’ . Nurses and Nursing Assistants This means more palliative and neurological services and bereavement support delivered in the community and online as well as through building greater partnerships with other healthcare providers . Our strategy sets out our 111,622 ambitions to make sure our buildings are fit for purpose and to expand these, people visited where possible, in the future . 27,792 people played the Online the Sue Ryder lottery Bereavement In 2019/20, the second year of our strategy, we have: 2,200 people volunteered 325,000 hours Community • Expanded our palliative community services – giving people more for our hospices or neurological centres choice over where they are cared for . Last year we provided over Developed new and innovative ways of delivering our services – • 2.2 million hours of care an area which we accelerated in response to the coronavirus pandemic . • Increased and developed our Online Bereavement Support – including the launch of our Online Bereavement Counselling service. 12,800 people • Expanded two of our specialist neurological centres and opened volunteered in our shops the Sue Ryder Neurological Care Centre Lancashire – a new purpose-built, state-of-the-art, specialist neurological centre in Preston.
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