Supportive Care (UK) Ltd Head Office

We have not previously rated this location. We rated it as good because:

• The service provided mandatory training in key skills to all staff and made sure everyone completed it. The service received assurance through audit feedback and monthly meetings with the partners. Staff recognised and reported incidents and near misses. Managers investigated incidents and shared lessons learned with the whole team and the wider service. Staff identified and quickly acted upon patients at risk of deterioration. Risk assessments considered patients who were deteriorating and in the last days or hours of their life. The service had enough staff with the right qualifications, skills, training and experience to keep patients safe from avoidable harm and to provide the right care and treatment.
• The service provided care and treatment based on national guidance and evidence-based practice. The service made adjustments for patients’ religious, cultural and other needs. Staff assessed and monitored patients regularly to see if they were in pain and gave pain relief in a timely way. They supported those unable to communicate using suitable assessment tools and gave additional pain relief to ease pain. Staff worked together as a team with other doctors, nurses and health care professionals to benefit patients. They supported each other to provide good care. Key services were available seven days a week to support timely patient care.
• Staff treated patients with compassion and kindness, respected their privacy and dignity, and took account of their individual needs. Staff provided emotional support to patients, families and carers to minimise their distress. They understood patients' personal, cultural and religious needs. Staff supported and involved patients, families and carers to understand their condition and make decisions about their care and treatment.
• The service planned and provided care in a way that met the needs of local people and the communities served. The service was inclusive and took account of patients’ individual needs and preferences. Staff made reasonable adjustments to help patients access services. They coordinated care with other services and providers. Patients could access specialist supportive and palliative care when they needed it within agreed timeframes and national targets. The service had no waiting list and patients received the right care promptly.
• Leaders had the skills and abilities to run the service. They understood and managed the priorities and issues the service faced. They were visible and approachable in the service for patients and staff. Staff felt respected, supported and valued. They were focused on the needs of patients receiving care. They had a good understanding of quality improvement methods and the skills to use them. Leaders encouraged innovation and a proactive approach to implementing new models of care. The service shared work locally, nationally and internationally.

However:

• The service had not formally collated patient feedback specifically to Supportive Care UK patients for the previous 12 months; however, this had been implemented following our inspection.