Reports and Policies

Following our last unannounced Care Quality Commission visit, we were compliant in all five outcomes again this year. 

The CQC team awarded us an overall rating of Good. Here are a couple of comments from the report:

“People and their relatives told us that staff treated them with exceptional kindness, care, dignity and respect at all times.”

“Staff demonstrated compassion in every aspect of their work and 'went the extra mile' to make people feel valued and supported.”

“People's views and preferences were central to the care provided, which was individually tailored and took account of relatives.”

“People were supported spiritually. People were encouraged and supported to make decisions about their care and given time to make their own choices.”

View the inspection report here

As a healthcare provider we are required by law to publish a quality of care account report and make it available to the public. Quality Accounts are an important way for local services contracted to the NHS to report on quality and show improvements in the services they deliver to local communities and stakeholders.

The quality of the services is measured by looking at patient safety, the effectiveness of treatments that patients receive and patient feedback about the care provided.

This report focuses on our progress over the past year against selected quality improvements and outlining our priorities for the year ahead.

Quality Account 2021 - 2022

We are committed to providing the very best care and service. We are constantly seeking ways to improve the care offered to you, your family, carers and friends. Any suggestions or comments as to how we could improve our services are very welcome.

We collect feedback about experiences through surveys, focus groups, verbal feedback, a feedback box scheme and more.

Responses are collated centrally, analysed and action taken where necessary. We publicise follow up actions on our poster boards around the hospice.

If you would like to submit your thoughts or suggestions on any aspect of our work, please fill in our contact form or alternatively why not use one of our ‘Suggestion Boxes’ found around the hospice. These are checked regularly and you don’t have to give your name.

Concerns or complaints

If you have any cause for concern or complaint, please don’t hesitate to get in touch.

You can talk to any of our staff about your concern or question and they will try to resolve this for you there and then. If they are not able to do this, they may ask another member of the team to discuss your concern with you.

We are committed to ensuring that everyone who uses our hospice services are treated with dignity, fairness and respect. 

This is irrespective of their age, gender, race, sexual orientation, marital or civil partnership status, religion or beliefs.

We have a legal and moral responsibility for ensuring that discrimination does not occur at the hospice, and that there is an effective policy in place which we monitor and review regularly. 

We have a responsibility to provide an environment free from unlawful direct or indirect discrimination, harassment or victimisation.

EDI Position Statement

Under the Data Protection Act 1998, all patients have the right to see and receive a copy of information we hold about them in their health record.

If you’d like to access your health records or personal data held by Teesside Hospice, you must do so in writing.

A formal process – outlined in our Record Management Policy – is then followed. Under the Data Protection Act, requests for access to records should be met within 40 days. However, as per our policy, we aim to respond within 20 days. 

Your information - what you need to know

Your information is stored at Teesside Hospice on a secure computer system called SystmOne, this is also used by many other professionals which may be involved in your care, e.g. GP’s, District Nurses, Community Palliative Care teams. The sharing of this information means that everyone caring for you is fully informed about your medical history, including medication and allergies, it improves communication and the co-ordination of services/care based on your individual needs.

When you attend the hospice you will be asked for your consent to share information In/Out of Teesside Hospice.

Sharing in

Do you consent for Teesside Hospice to view information recorded by other SystmOne services such as GP’s, District Nurses, community & hospital palliative care teams involved in your care?

Sharing out

Do you consent for your information recorded at Teesside Hospice to be seen by other SystmOne services involved in your care?

Privacy

You can also request for individual entries on your electronic record to be marked as ‘private’. These will not be visible to any other services involved in your care even if you have given consent for them to see your information.

Your Rights

You have a right to:

1. Object to sharing your information with us
2. Object to us sharing your information with another organisation
3. Ask us to correct any information we hold about you which you have found to be incorrect
4. Ask us for a copy of the information we hold about you (please note a fee for this may apply)

 If you would like more information or have any concerns about your information, please discuss this with a member of the clinical team.

Information about your health and care helps the NHS to improve your individual care, speed up diagnosis, plan your local services and research new treatments.

In May 2018, the strict rules about how this data can and cannot be used were strengthened. The national data opt-out allows a patient to choose whether their confidential patient information to be used for purposes beyond their individual care and treatment. For example, for research or business planning. The Policy allows users control over setting or changing their own opt-out choice.

You can read the full policy below.

National Data Opt-Out Policy