Quality of our Services

Quality of our Services

Evaluating our service

How we evaluate

We’re always looking for ways to improve our service. Alongside external assessment, the opinions of patients and families are very important in helping us monitor and develop what we do. Our quality assurance team works across the whole organisation, both clinical and non-clinical so any feedback concerning nursing, fundraising, or our shops ​is always gratefully received.

Care Quality Commission

We are independently assessed by the Care Quality Commission who regularly inspect all healthcare services in England. Their reports provide an external validation of the quality of our services. You can read the reports from our latest CQC inspections at our three locations – Grove House, Rennie House and Gillian King House.

Quality Account

We are also required to publish a Quality Account annually, which is a report about the quality of our services. This measures the quality of our services by looking at: patient safety, the effectiveness of the services and the experience of patients.

Patient and carer testimonials

View a selection of testimonials from patients and carers who have experienced first-hand the quality of our services.

Patient and carer involvement

To help us maintain our high standards of care, we're always interested to hear from our patients and families about their experience of our service. This feedback helps us to improve all aspects of our care.

Patient and carer surveys

We ask all our patients and their carers to tell us about their experiences of using our services via regular surveys. Their comments show us what we need to change as well as what’s working well.

Patient and carer group

Former carers and recent or current patients come together a few times a year, along with hospice staff, to discuss issues that affect all current and future patients. Please contact us using the details below if you’d like to find out more about joining the group.

Whilst we often hear how well the service works, it is vital that we know when it doesn’t meet expectations.  We have a full complaints procedure which is available upon request.