ANNUAL REVIEW 2016 - 17 02 | Annual Review | 2016-17

WELCOME: A MESSAGE FROM THE CHIEF EXECUTIVE & CHAIRMAN life conditions, and the more they are equipped with the tools to manage them, the more we can be sure good palliative care will be delivered across the board. This year has also seen its challenges. Demand for our services continues to rise and to be able to deliver high quality care we need to ensure we have adequate resources and we are as effi cient as possible. We are grateful to our NHS contracts and to the enormous contribution from our supporters and communities to enable this to happen. We’ve had runners, record breakers, businesses backing Hello and welcome to the Saint Francis Hospice our cause, generous grants and schools securing Annual Review, looking back on 2016/17. sponsorship. Refl ecting upon our achievements and key moments Our innovative retail arm is offering a house clearance of the past 12 months is both an important and as well as more ways for shoppers to support their immensely rewarding process. We are now well into local hospice. We thank you all for the difference you our fi ve year strategy - a reminder of our objectives have made to so many lives. is on page 8. The plan was ambitious and detailed yet Looking forward, the next year brings challenges we are managing to succeed and achieve beyond our of a different nature. May sees the introduction of expectations. new data protection laws that will change the way Our ultimate goal is to ensure local people have all organisations process data. We have been busy access to high quality hospice care in a location of preparing so that we not only meet the standards of their choice. Many of the articles throughout the the law, but also the standards you, our supporters, Annual Review will demonstrate the plans we’re taking expect. We’ve invited every supporter to ‘opt in’ to to see our goal become a reality. communications from us. Should you decide not to, you will no longer hear from us. Our supporters are In July, we received an ‘Outstanding’ assessment at the heart of what we do. We will ensure that your by the Quality Care Commission (CQC), something generosity is not taken for granted and that you are in we are extremely proud of. This is all down to the control of how we communicate with you. hard work, dedication and passion from our staff and volunteers, ensuring we always demonstrate the So far, we’ve had an overwhelming response to the highest quality of care. campaign. You can read more at www.sfh.org.uk/ tick-yes In 2016/17, we expanded our community services into Redbridge (p.12). We successfully launched If you read only one article in this Annual Review, a pioneering new service, OrangeLine, to tackle please make it Carly’s story, on page 6. Carly is one of loneliness and isolation commonly experienced by the 25% of people we see at the hospice with a non- people living with a life-limiting condition (p.13). We’ve cancer diagnosis. Her symptoms made her howl with seen the number of home visits by community nurses pain and she rarely slept well. Today, her mum tells us rise to over 15,000. We’ve launched a host of new how our interventions have changed everything. groups, some located at the hospice, others within Thank you to our staff and our dedicated volunteers our communities (p.10). for every hour of time and energy they have given to The Pepperell Education Centre continues to deliver the hospice in the past 12 months. The organisation courses of an exceptional standard to health and is taking bold and exciting steps forward and every social care professionals locally and beyond. The one of those steps can only be taken thanks to you, more people understand the complexities of end of our loyal supporters. Annual Review | 2016-17 | 03

06 02 16 Welcome message from Pam Training and developing Court and Robert Weatherstone our people 04 17 Our courses About us, our vision, our approach 10 06 18 Our year in brief “What would we have done if we did not have Saint Francis Hospice on board?” Carly’s Story 12 20 08 How we fund our services Our objectives 10 21 Spotlight on... The value of connecting people 12 24 Redbridge, nearly one Our ﬁ nancial position 14 year on 13 26 Are you following Widening access to hospice care us on social media? 14 27 Time for feedback Our people 21 04 | Annual Review | 2016-17

ABOUT US OUR VISION, OUR APPROACH

Saint Francis Hospice is an independent charity and one of the largest adult hospices in the UK. Our team of specialist consultants, doctors, nurses and a range of other health and social care professionals provide care and support to individuals with a life-limiting illness, as well as their carers and family members, completely free of charge.

Saint Francis Hospice serves the populations Our Values of Havering, Brentwood, Barking & Dagenham, Redbridge and parts of West Essex.

We are an independent charity and one of the Support largest adult hospices in the UK. Our team of Share ideas and specialist consultants, doctors, nurses and a range respect one another, of other health and social care professionals provide encouraging everyone care and support to individuals with a life-limiting to succeed. illness, as well as their carers and family members, completely free of charge. Fairness This year, we need to raise £7.3 million in voluntary Treat everyone as we income – a ﬁ gure that continues to increase. We would wish to be treated are grateful for every donation we receive and all of ourselves; be courteous the fantastic volunteers that are in our team of over and aware of how our 860 staff members, who allow us to keep our costs words and actions down as well as add so much value to the work we affect others. do. Honesty Our Vision Be open and accountable, working Saint Francis Hospice is committed to helping together for the beneﬁ t anyone in our communities who is affected by life- of our local limiting illness to receive excellent person-centred community. care when they need it and ideally in a place of their choosing. Annual Review | 2016-17 | 05

The Services We Provide We have an extensive range of services that patients, their carers and family members can easily access. This is something that we are proud of and would like to share with you. Each is carefully tailored to ensure our care is person-centered and holistic.

Hospice at Home Doctors Carer Support Consultants Social workers Specialist Palliative Care Bereavement Support Nurses Financial Support Counselling Community Nurse Specialist

Information resources Groups Social 24/7 Inpatient Website Pastoral Care Training Therapeutic Unit Advice Creative

Day Therapy 24/7 Advice line Education Centre Allied Health Professionals & OrangeLine Occupational Therapy Training health professionals Crisis Support and carers Occupational Equipment Supply Physiotherapy Complementary Therapy

7,259 1,614 85%

face to face or telephone patients we cared for of our care takes place in the consultations with a health professional. in the past year. local community. 06 | Annual Review | 2016-17

“What would we have done if we did not have Saint Francis Hospice on board?”

Many people are surprised to learn that over a quarter of the people we care for do not have cancer. One of those people is 36-year-old Carly, who has a rare neurological condition. When Carly’s parents were told by doctors there was nothing more they could do for her, they didn’t know where to go next. Since then, Saint Francis Hospice has made a difference in ways they never expected.

her legs, her body started to twist and she became totally dependent on her family and her carers.

Carly’s prognosis was reduced to two years, and in April 2014 she was referred to the Specialist Community and Crisis Support Team (SCCS) at Saint Francis Hospice.

Clinical Nurse Specialist Katy Chelchowska and the hospice medical consultant assessed Carly in her home shortly afterwards and they immediately took steps to manage her pain and make her comfortable.

Carly is a beautiful young woman with a great sense Katy also identifi ed a range of services at the hospice of humour and a big smile. She loves to laugh, go that Carly and her family could benefi t from. shopping for clothes, spend time with her family and have a glass of wine at her local. “I don’t know what we would have done if we did not have Saint Francis Hospice on board,” said Debbie. But Carly has very complex medical needs and “During our fi rst meeting, Katy experienced Carly’s without the specialist services she receives from symptoms where her arms would go into spasms Saint Francis Hospice in the community, her life and she would howl in pain. would be very different. “Before we had contact with the hospice there was Carly has never been able to speak and has always a period of a few weeks where Carly did not sleep at had physical and learning disabilities but prior to a all. gradual deterioration when she was in her 20s, she had been able to lead a relatively independent life, “It has been a long journey getting her medication walking, following instructions, dressing and feeding under control but she is in a good place now. herself. “She is as pain free as she can be and her sleep has Identifi ed Diagnosis really settled down.” In December 2013 Carly was eventually diagnosed with a rare form of Neurogenerative Brain Iron Accumulation (NBIA). After years of waiting for her condition to be identifi ed, her devoted parents Debbie and Peter Davies were glad it had fi nally been given a name but, they were devastated to be told that there was no treatment or cure for the life- limiting neurological disorder, and that she wasn’t expected to live for more than four years.

Within just a few months her health had deteriorated so rapidly that Carly lost the use of Annual Review | 2016-17 | 07

“Carly still sees her consultant neurologist at Before we had contact with the hospice Queen’s Hospital every six months but nothing can be done for her so where do you go? there was a period of a few weeks where Carly did not sleep at all.” “It means so much to know that I can ring Katy or the 24-hour advice line anytime if I have any worries about Carly, and they will be able to help me. Saint Francis Hospice Support Carly has received refl exology from the “Katy has prepared us for what we need to do in an complementary therapy team. Her parents were emergency situation, and she has taught us how to referred to the family support team for carers’ use special ways of giving Carly pain relief.” support and has been seen by a hospice medical consultant both at home and at a hospice outpatient Working Together clinic. Another crucial aspect of Katy’s role is liaising “We had a scare earlier this year and Dr Mark with healthcare professionals such as GPs and Howard sorted it out,” said Debbie. district nurses and she has even sourced specialist “He thought it was possible that Carly had a bleed equipment so Carly can sleep and rest more easily. in her stomach. He asked for blood tests to be done and we found out she was badly anaemic, which was Katy also regularly visits Carly at Heathlands Day treatable.” Centre in Dagenham, where she attends fi ve days a week, to monitor her closely, and because Carly’s It’s now been more than three years since Katy fi rst condition is so complex and continually changing, met Carly and her parents, who are separated but Katy’s specialist knowledge and training enables her share the care of their daughter. Over that time they to support and advise staff about her medication and have all developed a strong rapport. symptom control.

Debbie’s ﬁ rst experience of the hospice was when Carly has outlived her prognosis and Debbie says the it looked after her mother before she died in 2011 hardest thing for the family is not knowing what will but like most people she was not aware that 85% of happen at the ﬁ nal stage of her life, but what they do patients were cared for in their home or in a care know for certain is that the hospice will be there to home, and she was amazed to discover how much support them every step of the way. Katy and the community team could do to improve Carly’s quality of life. It means so much to know that I can “I used to think hospices were solely for people with ring Katy or the 24-hour advice line cancer,” said Debbie. anytime if I have any worries about Carly, and they will be able to help me.”

1,145 1,254 28.8%

people received face to patients were supported by our of our patients cared for with a face consulatants with our Specialist Community and Crisis non cancer diagnosis. complementary therapy team Support Service. 08 | Annual Review | 2016-17

OUR OBJECTIVES

OBJECTIVE 1 OBJECTIVE 2

Deliver excellent Continually train and care and support, at home, develop our people to ensure in our community and at skilled service delivery. the hospice.

OBJECTIVE 6 Saint Francis OBJECTIVE 3 Build strong relationships Develop easier access to all and work collaboratively with hospice services, ensuring our partners to deliver and Hospice ﬁ ve out services are easily inspire better care for understood and available. those affected by life year objectives limiting illness.

OBJECTIVE 5 OBJECTIVE 4

Engage pro-actively with Provide eduction and training the public and our healthcare in palliative care to support communities to meet their those who deliver front identiﬁ ed needs, ensuring line care, ensuring best best use of the latest quality care for technology and local people. our facilities. 93% of people surveyed strongly agreed that they would recommend our service to friends and family if they needed similar care. 10 | Annual Review | 2016-17

THE VALUE OF CONNECTING PEOPLE

Group sessions held at the hospice are a great way of people with similar backgrounds, feelings and interests to socialise together and bond through their experiences. Groups like Friendly Faces and Tea Talk at Toby’s are led by the members but gently guided by the OrangeLine team, aiming to get the most out of each meeting.

We launched a pioneering new telephone support Bringing people together service, OrangeLine, in April 2016. The service is We have prioritised improved focus on the feedback fully funded for three years by a grant from the given to us by the people we care for, so we know Big Lottery and aims to reduce the loneliness and how to improve and change in a way that suits isolation often experienced by people with a life- their needs and values. As a result - and particularly limiting illness. thanks to the support and input of OrangeLine - the past 12 months have seen the development of The fi rst 12 months of OrangeLine saw successes a number of exciting new groups. and opportunities in ways never expected. The plan was that OrangeLine would act as a signposting facility, and that it would be managed mainly by trained volunteers. It now has a team of 10 Friendly Faces volunteers and this number is growing. Friendly Faces was launched after a focus group of bereaved people expressed an interest in a social/ But that is just the start. OrangeLine has become friendship group. The aim of the group is to give an integral part of the bereavement journey, and these people a safe space to meet other people in a fi rst point of contact for our hospice families a similar situation, and to help rebuild confi dence post bereavement. OrangeLine will make an initial and make new friends. The group is held once a contact within 10 days of the bereavement and month in Pemberton Place, on a Saturday morning. offer ongoing support and care. The team also visits Twenty-three people joined the fi rst Friendly Faces the Inpatient Unit every day to identify people who in January and 30 people came along in February. might benefi t from a chat and some company. Feedback has remained consistently positive.

The team have been regularly seeking feedback Case study: from the people they’ve supported. Susan, who attended with her husband Tony said: “I was a little dubious when I arrived, two dozen or So far... so people I did not know. It was a bit like the ﬁ rst day of school, but after some delicious cakes and with coffee to help it down, we soon found various common points and by the end of the ﬁ rst meeting I 83% had written down the next meeting date!”

feel their mood has improved following contact from OrangeLine.

92%

feel less isolated knowing that OrangeLine is there for them. Annual Review | 2016-17 | 11

Tea and Talk at Toby’s and joined in with the quiz. She has since arranged to meet her football buddy at another event. She Tea and Talk at Toby’s is a group now managed is also going to attend Friendly Faces, as she feels by OrangeLine and held at Toby’s Carvery in that she might like to talk about the loss of her mum Brentwood. The group is aimed at people with but in a safe environment and with people who cancer who would like to meet and chat with others understand. who will understand. The informal setting lends itself to a relaxed atmosphere and the groups are She hasn’t been to her GP for months. regularly well attended. Maureen said: ’It was the best thing I did when I picked up that OrangeLine leaﬂ et at my doctors surgery. I was desperately lonely and when I saw the words ‘You’re not alone, talk to us, we’re just a phone call away’ I could have cried.

“I hadn’t really spoken to anyone for days and I called them as soon as I got home. I rambled on for a very long time and they just listened and it felt wonderful.

“By the end of the call we were laughing and joking, and I felt so much lighter when I put the phone Case study: down. I asked if they could call me regularly and I Maureen picked up an OrangeLine leaﬂ et when she really look forward to my weekly calls and I have was in her GP surgery. She had been going there made new friends already at the coffee morning. regularly as she was having problems sleeping. She has lived on her own since the death of her mother “I had no idea that the hospice did things like this. a couple of years ago and she had struggled with her It’s a wonderful service. I feel like I have got my life health ever since. She was also going to talk to the back.” doctor about her constant sadness and loneliness – she wondered if maybe she was getting depressed.

She called OrangeLine that afternoon and had a chat for over 40 minutes, and agreed that she would like a regular weekly call as it had really cheered her up. The following week she talked about how all her friends had died and how she now had no-one to meet up with and go out with. The volunteer on the phone told her about a couple of groups that she might be interested in but Maureen didn’t feel able to attend, as she was worried about meeting new people.

During the next few weeks, Maureen discussed the groups a little more. The volunteer invited Maureen to the monthly coffee morning, offering to meet her outside and sit with her so she did not feel on her own. She agreed to try it!

At the coffee morning, Maureen struck up a deep conversation with a like-minded football supporter 12 | Annual Review | 2016-17

REDBRIDGE, NEARLY ONE YEAR ON

With our recent expansion into Redbridge, it is more important than ever that we get the support and exposure to help continue the work we are doing with the residents of Redbridge.

Redbridge enhanced services Opportunity Since October 2016 we have been providing This also provides a great opportunity for local the residents of Redbridge with out of hours business as well as the general public to support Hospice at Home care. Prior to this, people living their local hospice! We are much more visible in in Redbridge could only access our Inpatient Unit Redbridge now and we will need ongoing ﬁ nancial and Day Therapy Services (now Pemberton Place). support from the people living and working in the The borough has welcomed our specialist palliative borough to fund our services. community care and we have seen a steady increase in referrals. Our fundraising team has been busy working closely with residents and organisations to gain exposure In addition, our Community Nurse Specialists have in the borough. We need extra support as our been working in partnership with the North East services widen, and appreciate anything you might London NHS Foundation Trust (NELFT) to provide be able to do to help - if you are interested or work crisis support, an important and skilled service which for a company that would be interested in working has been beneﬁ cial to those receiving care. alongside and supporting Saint Francis Hospice, please get in touch! Tes Smith, our Director of Quality of Care, said: "This is very important news for Redbridge residents as our 24/7 partnership working gives even more people the chance to remain in the place of their choosing for end of life care.” Delivering The funding we have received is paying for two Saint community Francis Hospice Community Specialist Nurses (one services to the full time and one part time) as well as two full time Health Care Assistants for three years, giving us time Redbridge area. to gain strong links within the community as well as support – which will enable us to fund this service ourselves in the future. Annual Review | 2016-17 | 13

WIDENING ACCESS TO HOSPICE CARE

It has been a long term goal to reach out to groups of people who have a need for hospice care, but for various reasons have struggled to access it. These could be young people transitioning from childrens’ to adult hospices, or people with speciﬁ c conditions such as motor neurone disease or dementia. Speciﬁ cally, they are people with a non-malignant condition who are living with an advanced illness that’s causing them complications which hospice teams could help treat.

Every clinical nurse specialist and doctor at the hospice is a ‘champion’ for a speciﬁ c illness or vulnerability; they dedicate their time to improving access to hospice services for people in that group. In addition, we make sure our senior clinicians stay abreast of learning about these conditions, so our knowledge is current and in depth.

The project is paying dividends. Teams have built Young Adults Group links with colleagues at the front end of care, Our Young Adults Group has evolved over its fi rst so GPs or doctors in hospitals know about how year, and now collaborates with not only The J’s Saint Francis Hospice could help their patients. Hospice but also with Havens House too, widening For example, through the hospice’s new heart the reach for local young people who can benefi t failure clinic, we have forged strong links with our from this group. cardiologist consultanta and cardiac nurse specialists. They now think of the hospice when they have The monthly sessions continue to empower the someone they are worried about. young adults through different therapeutic sessions like music, art therapy, complimentary therapy and Over 28% of the people we care for at Saint Francis talking therapy, exploring those that work best for the Hospice have a non-cancer diagnosis. This number group. is growing year on year and that is thanks to the work of our widening access team. The purpose of the group is to help young adults with life-limiting illnesses transition from children’s New uniforms for staff hospices into adult hospices, trying to remove any fear It was all change this year for staff, as we they may have and making the move as comfortable introduced range of new uniforms. One of the key as possible. We have made good, ongoing recommendations of the Francis report, which was relationships with their parents, enabling them to feel published in 2013 and backed by the government, at ease while we are with their loved ones. was that patients should be able to easily identify who is caring for and supporting them. Each role in The future of the group the hospice now has its own bespoke uniform, with We have just secured a partnership with the charity a clear style and colour palette. For example, our Life Lites which provide specialist entertainment, and nurses wear shades of blue dependant on their level educational and technology packages to children of expertise, our occupational therapy team are in and young people with life limiting illness. They will white with green trousers and our domestic team be donating iPads, virtual reality headsets, movie are in orange. The uniforms, funded by a one-off equipment and more for our young adults group donation, also bear the hospice logo to help make members to enjoy! identifi cation easy - particularly in the community where a person may have visitors from a number of In the coming years we also want to expand our health care organisations. services and work with even more children’s hospices to provide support to more young people. 14 | Annual Review | 2016-17

TIME FOR FEEDBACK

We have prioritised and improved focus on the feedback given to us by the people we care for, so we know how to improve and change in a way that suits their needs and values. This feedback has not only allowed us to enhance and adapt the services we offer - including the re-modelling of our day services - but also to improve training and knowledge amongst our staff.

A new place for day services Late in 2016, following a review of our day therapy services, we started to revise the way they were delivered. Feedback from our service users suggested they wanted different things, such as more ﬂ exibility around the timing and care that supports them with an uncertain prognosis.

As such, a new model was created by our clinical teams which put choice at the forefront of our day services, giving the people we look after more control over the care they receive.

It was agreed the day therapy unit would be renamed Pemberton Place - a nod to our heritage rose collection previously grown on the site of the hospice, but also a less ‘clinical’ sounding title.

Pemberton Place will play host to a range of clinics and groups, such as the Clinical Nurse Specialist outpatient clinic, physio’s breath-taking group or a social ‘drop in’. People receiving hospice care will be able to pick and choose groups from a timetable of New measures to monitor performance activities - both those that may relieve symptoms, but also those where they can create friendships and Since January 2017, we have been introducing a relax. new ‘suite’ to measure the outcomes of our care, called OACC or ‘Outcome Assessment Complexity You can watch a video introducing Pemberton Place Collaborative’. These measurements, used by on our website: www.sfh.org.uk clinicians around the world, collectively give our clinical teams a clear understanding of each patient’s symptoms and needs, including their emotional and psychological needs.

We hope they will ﬂ ag up any previously unidentiﬁ ed need - for example, we have noticed an increase in referrals to both our family support and pastoral care services, as we now ask standard questions that make it clear where and when they can step in. In addition, they will enable us to evaluate the way we provide our care, as well as giving us data to benchmark our performance against other hospices. Annual Review | 2016-17 | 15

CQC give their feedback As with all hospices, we are under the regulation of the Care Quality Commission (CQC), an This is an outstanding example of how independent body responsible for reporting on the a hospice should be run.” standards and performance of all health and social Debbie Ivanova, CQC’s Deputy Chief Inspector care providers. The CQC inspectors do not reveal for Adult Social Care. when they are visiting, so in April 2016 they arrived without prior notice and spent a number of days in the hospice. Service user forum We want to give people an opportunity to share As well as inspecting the hospice itself, observing their views on the service(s) they have received, as care and working practices, they spoke to well as make suggestions and give new ideas for stakeholders, including staff in local hospitals and the future. To make sure we focus on the views and people currently receiving our care. Overall, they opinions of our service users, we now organise a closely examined the quality of the services given at bi-annual Service User Forum. Meeting details will the hospice, as well as the way it is managed. be available on our website.

In July, we received their full report, where we were awarded the top rating of ‘Outstanding’. Debbie Ivanova, CQC’s Deputy Chief Inspector for Adult Social Care said: “This is an outstanding example of how a hospice should be run. Relatives told us staff understood their emotional needs and focused on their wellbeing as well as the wellbeing of their close family.”

You can read the full report on the CQC’s website, 16 | Annual Review | 2016-17

TRAINING AND DEVELOPING OUR PEOPLE

The Pepperell Education Centre has been busy this year hosting a total of 76 learning events catering for a wide audience. From a Summer School course for teenagers looking for a career in health care to Master’s Degree level courses and everything in between, the Education Centre continues to be an invaluable branch of the hospice.

We are always trying to dispel the myths around hospice care, one of them being that we are a Christian organisation.

Our services are available to everyone of all faiths and none - and we work hard to provide our staff with training that enables them to tailor the care they provide according to the patient’s needs.

In July we held the course, Islam and Palliative Care, to help medical professionals understanding the needs of those from the Islamic faith.

We have also introduced the anticipated Master’s Educational Training Stats Degree in Palliative and End of Life Care in Total no. of hospice staff attending training partnership with London South Bank University which was launched in September last year. It has been a popular choice amongst students. We had a 2016/17 1168 total of 45 students from a range of backgrounds joining us for this course which includes modules ranging from symptom management to ethical, 2015/16 1316 spiritual and psychological aspects.

Total no. of external delegates attending training

Learnt loads, very holistic and great to 2016/17 1078 hear different professionals explaining their specialist knowledge and clinical experience.” 2015/16 1015

76 97% 13

study days were delivered covering of mandatory training was students have completed a a wide range of subjects. completed across the hospice. Level 3 City and Guilds award. Annual Review | 2016-17 | 17

OUR COURSES

We provide teaching to health and social care professionals and carers via courses and study days, organising a broad ranging education programme that encompasses both specialist palliative care delivery and topics of wider interest. Our team is committed to the aims of the National Council for Hospices and Specialist Palliative Care and subscribes to holistic principles of care provision. Have a look below at just some of the courses we offer!

Summer School Dementia Friends Session Who is this course for? 16-18 year olds during their summer break.

Are you interested in a future with Health and Social care? Then join us to experience the work environment, meet different professionals doing a variety of jobs and ﬁ nd out ﬁ rst hand if these Dementia Friends is an Alzheimer’s Society professions might be for you. led initiative which aims to increase Dementia awareness, and turn that understanding into It is a three day interactive workshop which action. It is part of the Prime Minister’s Challenge includes: on Dementia. There are now over one and a half • Principles of Health and social care. million Dementia Friends across England and • Communication in the care profession. Wales and numbers are growing. • Dementia: a global problem. • Understanding grief, loss and bereavement. Saint Francis Hospice has a team of Dementia • Team working, task management and Friends Champions who are able to deliver sessions skills required for employment. and we welcome anyone to attend on the dates above. Sessions take one hour. Attendees will learn Please visit our website for future course dates. more about dementia and the small ways they can help.

Islam and Palliative Care Who is this study Day for? Health and social care professionals wishing to widen their knowledge of the relationship between palliative and end of life care provision and the religious, sociological and cultural landscape of Muslim communities in the UK.

What will I study? • Islamic ritual and practices at the end of life. • Policy and strategy for the provision of end of life and elderly care for the Muslim community. • Islamic cultural and religious needs. To view our full list of courses, visit • Challenges of Islamic medical ethics www.sfh.org.uk/courses to download our full education prospectus. Please visit our website for future course dates. 18 | Annual Review | 2016-17

Our Year in Brief

JUNE 2016 APRIL 2016 The Pepper family transformed 487 people smashed a Guinness our lounge, thanks to their World Record by dancing fundraising. When we looked simultaneously to Oops Upside after 38-year-old Tess, her Your Head by the Gap Band husband Matt and young children, on Shenﬁ eld Common. The MAY 2016 Freelance make-up artist Leanne Zara and Alice, stayed by her previous record was 258. The Perilly popped into Pemberton side day and night and noticed stunt was part of the Baxter Place to give our female patients some facilities were in need of family’s London Marathon a much-needed lift by treating an upgrade. So when £3,700 fundraising efforts, with each them to free makeovers and was raised in Tess’ memory, it dancer donating to be a part offering them tips on how to funded work on the family lounge of it. People travelled from far apply their cosmetics. When including new furniture, kitchen and wide to get into the record you’re poorly, ‘looking good’ can equipment and a highchair. books - it was a sight to behold! become a last priority - and there can be complications such as reactions to treatments. It was lovely to pamper our ladies.

JANUARY 2017 MARCH 2017 The year got off to a positive Preparation was underway for start, with the launch of our fi rst the hospice’s fi rst ever vintage FEBRUARY 2017 Friendly Faces group. From the market. Due to the increasing A loving couple celebrated their sound of the chatter and laughter number of vintage pieces sapphire wedding anniversary in Pemberton Place one Saturday donated to our retail stores, the with a special blessing in the afternoon, new friendships were team spotted an opportunity to chapel. Jim was by his wife being forged and hearts lightened sell the highly collectable items Sandra’s side from the moment when 23 bereaved people were to vintage lovers. So they started she arrived on the Inpatient Unit brought together for the fi rst to hand-pick the best and most and as their wedding anniversary time. More on page 10. unique items to sell in a specialist approached he wanted to mark market. The markets are held a the occasion. Sandra, who sadly few times a year in the Pepperell died the following week, told us Education Centre. after the blessing: “I was over the moon, I could not have asked for anything better.” Annual Review | 2016-17 | 19

JULY 2016 Following their unannounced SEPTEMBER 2016 inspection in April, we received We achieved celebrity status our report from the CQC when we were invited to attend which rated the hospice as the BGC Partners Charity Day, ‘outstanding’, the highest rating founded to commemorate the the independent regulators can 9/11 attacks on the World Trade award. To celebrate, we threw a AUGUST 2016 Center. Snooker legends Steve celebratory tea party for staff and Inspired by the success of our Davis and Stephen Hendry, world patients alike, and we delivered an 99p store in Ilford we relaunched champion boxer Tony Bellew, and extra special drinks trolley round, our Harold Hill furniture shop as a Matchroom Sport father-and- treating those under our care to £99 store. The shop sells a range son Barry Hearn and Eddie Hearn a tot of bubbly. You can read the of donated furniture, including traded in the city to raise £30,000 full report via our website. tables, chairs and wardrobes, in a for Saint Francis Hospice. wealth of styles from simplistic or modern to unique vintage pieces. All of the stock is priced at £99 or less, offering bargains aplenty.

DECEMBER 2016 OCTOBER 2016 It was a chart-topping Christmas As a way of saying thanks for for the London Hospice Choir, the care that his wife, Jan, had with the collective - including NOVEMBER 2016 been receiving for her breast members of the Saint Francis We held a ‘switch on’ ceremony cancer, Skip Atkins decided to Hospice choir - hitting number for the collection of stars in take his guitar and hit the High 1 in the physical sales chart our Light Up a Life Garden. Street in Brentwood for a day of for their single ‘The Living Supporters sent thousands busking. His antics received much Years’. The single attracted the of stars to the hospice, each attention from the local press and attention of both the local and adorned with a message written our social media pages, and after national press, and our social in memory of a loved one. We subsequent performances he media reach surpassed 100,000. hung them all in our beautiful, donated hundreds of pounds to Thank you to everyone who peaceful grounds, where they the hospice. bought the single! were lit by twinkling fairy lights. 20 | Annual Review | 2016-17

HOW WE FUND OUR SERVICES

It costs just over £10million a year to continue Our volunteers in all departments, from retail to the care that we provide, and every year the admin, enable us to save over £2million a year - amount of money we need to raise continues to something that we are so grateful for. increase. From our 14 quirky charity shops dotted around our This year we received 28% funding from the NHS catchment area, to rafﬂ es and events, there are lots which amounted to a little over £3million – leaving of ways we encourage people to support us, while a gap of over £7million, which we need to raise hopefully getting something back! through voluntary income. The diagram below gives an insight into the variety Without our 650 volunteers, countless supporters of income streams that feed the voluntary income and growing corporate partners, we wouldn’t come we rely on to continue funding our services. close to bringing that amount of money in.

Gift in Wills Gift Aid

Trusts & foundations

Fundraising Events

Major Donors

Investments 28%27% NHS Sponsor a Nurse funding 73%72%

Appeals and campaigns fundraising & donations Regular Giving by Direct Debit Corporate supporters

Staff Fundraising Schools

Collection Tins Community groups Memory Tree Funeral Donations

Lottery Rafﬂ es

Retail Charity shops House Clearance Tribute Funds Annual Review | 2016-17 | 21

SPOTLIGHT ON...

Appeals and Lottery Our 2016 summer rafﬂ e was a huge success, helping us raise £47,000 in income. It was followed by an even more successful winter rafﬂ e raising an amazing £58,000 with an amazing variety of prizes including a brand new car, holiday voucher and £500 cash! As winter approached, our annual Light up a Life appeal headed by the our patron, Richard Madeley, helped us gain £47,000, and during our Brentwood Light up a Life event our Facebook live stream gathered just under 7,000 people who watched the service online.

We raised a further £31,000 through our Spring Appeal in 2017 – an appeal fronted by staff from all over the hospice and our Lottery generated £456,000 from 8,500 players.

Corporate This ﬁ nancial year saw a continued growth within corporate support. Our bi-annual Matchroom Sport golf days hosted by our patron, Barry Hearn, once again raised in excess of £30,000 with maximum capacity players. Many staff from our corporate supporters took part in events for us including the London Marathon – their matched funding opportunities contributed to a signiﬁ cant increase in fundraising against the event making it a record year for the Events team.

Our Business Alliance group now has many new members and we have made very strong relationships within them. Some signiﬁ cant new supporters include Balgores Leasing who donated £25,000 over the year, Checkpoint Technologies who raised £18,000, and Paragon Customer Communications who had many staff involved in our events over the past year and have raised over £32,400.

Our Annual Ball in association with the YJS trust was also extremely successful and raised an amazing £40,000. A major highlight was our participation in the annual BGC Charity Day which generated a donation of £ 50,000 and included celebrity support from Steve Davis, Tony Bellew and of course Barry Hearn. 22 | Annual Review | 2016-17

Community We are very proud of our ongoing relationship with The Mercury Mall in Romford. As their chosen charity of the year, we held fun days, lottery sign up days and placed collection boxes in shops throughout the mall. Our support from local organisations including Rotary Clubs, women’s groups, schools and faith groups continues, raising more than £200,000 by holding events including fundraising days, sponsored walks, quizzes, competitions and Big Brews. We were pleased to partner with Bennetts Funerals in Brentwood to hold a Christmas Market in the town, bringing together local businesses in support of the hospice. Bennetts also commissioned a memory tree at their Brentwood premises to raise funds for patient care.

Events 2016/17 saw one of the best performances from event fundraising with more than £465k income raised.

Our highlights of the year were the London Marathon which raised £87,000, our annual 5k ladies’ walk, Star Walk, in July which raised over £70,000 from nearly 600 walkers, and the Gala Ball held jointly with the YJS Trust at The Brewery in London which raised £40,000. YJS subsequently added a further £60,000 to this income, making an amazing total of £100,000 to pay for two Clinical Nurse Specialists for an entire year.

Retail Throughout the Retail directorate with our 14 stores, online trading and our house clearance service we made a proﬁ t of £702,000. We have sadly seen the close of our Romford North shop in March 2017. However, the opening of a new warehouse in June 2016 has given us many income opportunities, with the space to store the goods donated for eBay aas well as books, and items for the Vintage and Retro markets.

The challenge to Retail is to continue to maintain the standard and quality of goods we receive from donations. The generosity from everyone has helped us achieve the income we continually need to carry on providing an excellent service. Annual Review | 2016-17 | 23

Gifts in Wills 2016/17 saw our legacy income reach an amazing £2,142,846. This included £350,000 donated from the Kay Miller Trust which will help fund the new Day Therapy Unit, Pemberton Place for a year. A room within Pemberton Place has been dedicated to Kay Miller and we are most grateful for this gift which will help provide essential day services to hundreds of people within our community.

Our annual Make a Will fortnight also raised over £10,000 and we thank the many solicitors who support this scheme year after year. 1 in 5 of the local people we care for are currently funded by gifts in Wills.

Every legacy gift, whatever size, is invaluable and helps us to continue to provide outstanding care both now and in to the future.

Trust and Grants A total of 52 grants were secured from a variety of trusts to fund a number of exciting projects and purchase much-needed equipment.

Children in Need made a three-year grant to help us deliver our Child Bereavement Service, Awards for All provided a grant towards providing new ergonomic and ﬂ exible furniture helping people enjoy a variety of activities at Pemberton Place, Morrisons Foundation provided a grant towards the purchase of specialist bariatric equipment, and the Hadley Trust once again made a vital large donation towards delivering our core services.

We are grateful for every grant awarded to us in the past twelve months.

There are lots of other ways you can support us such as a gift in your Will, taking part in our weekly lottery, signing up to an event or donating to our shops. You may also be interested in volunteering your time at Saint Francis Hospice. For more information please visit www.sfh.org.uk. 24 | Annual Review | 2016-17

OUR FINANCIAL POSITION

In 2016/17 Saint Francis Hospices’ total income The difference between our income and expenditure was £11.2million. This was thanks to an increase reﬂ ects money added to our reserves. This ensures in public, corporate and trusts fundraising and we have funds available to grow and develop, and sales of items donated to our charity shops. can continue to operate should our income fall.

We spent £11 million in 2016/17, which is £395,000 more than the previous year. We aim to always be open and clear about how we raise and spend our money.

Community Travel £90,000

Other £296,000 Staff Costs £6,178,000 Telephone Charges £50,000

Estates, premises repairs & Statutory Maintainence £287,000

Clinical Supplies HOSPICE £250,000 SERVICES Utilities, Health & Safety, Gardens & Grounds, and £7,886,000 Fire & Security £275,000

Catering £189,000

Cleaning £84,000

Printing & Stationary £43,000

IT Service & Equipment £144,000 Annual Review | 2016-17 | 25

Other This includes bank interest from education and Investment disposal of ﬁ xed assets etc. £149,000 £202,000

NHS Statutory Funding We have annual contracts with our local clinical commissioning groups. £3,106,000

INCOME

£11,268,000 Retail This includes our charity shops and online auction sites used to sell donated items. £2,360,000 Telephone Charges £50,000 Fundraising income This includes general donations, fundraising events and gifts in wills. £5,451,000 Fundraising & Publicity This includes the costs of raising awareness activities so people know about Saint Francis Hospice and how we can help them, Hospice Services our leaﬂ ets and literature The money we spend and the cost of generating delivering our services funds. 24/7, 365 days a £1,525,000 year. (See below for a detailed breakdown.) EXPENDITURE £7,886,000

£11,069,000 Retail This includes the cost of renting, maintaining and operating our 15 charity shops. £1,658,000 26 | Annual Review | 2016-17

ARE YOU FOLLOWING US ON SOCIAL MEDIA?

Social media is the newest platform that organisations across the world have been using more and more to reach their audience, especially in recent years. For us, it is a great tool to continue our mission of dispelling fears around hospice care – a simple patient story told in an informal tone makes a huge difference to the public understanding of the care that we provide.