This inspection took place on 27 October 2016 and was announced.

Dr Kershaw’s Hospice provides care for people with life limiting illnesses through its inpatient unit, day care unit and hospice at home service.

There was a manager in place who had recently had their interview with the Care Quality Commission (CQC) to become the registered manager of the service. A registered manager is a person who has registered with the CQC to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People felt safe and had no concerns about their safety or wellbeing. Staff had received training in safeguarding vulnerable adults and were knowledgeable about recognising the signs of abuse and how to report and deal with them.

Staff received training and management support to perform their roles effectively and to deliver high quality care. Sufficient numbers of staff, with the right experience and skill mix were available to provide people with the support and care they needed.

Care plans and associated documentation were person centred and provided the details staff would require to provide effective support in accordance with the person’s needs and preferences. We saw care plans had been reviewed on a regular basis and that the reviews had involved the person and their relative(s) where appropriate. People consented to their care being provided.

We observed staff being kind, considerate and compassionate to people and also responding to requests for assistance quickly and in a sensitive manner. We also saw staff treat people and their visitors with respect and dignity and provide privacy where needed.

Medicines were handled safely and were stored, administered to people and disposed of following clear clinical guidance and in line with current regulations and guidance.

People were supported to receive end of life care. This care took account of the person’s wishes and needs and enabled them to achieve a dignified, private and pain free death. During this difficult time, the person, their family members and staff were offered and provided with bereavement support.

Contingency plans, including emergency procedures were in place for, fire, gas leak, water loss, electrical failure, loss of nursing support, major disaster and contained emergency contact numbers and details.

We spoke with five visitors on the day of inspection. They all confirmed that the staff had explained the care their relative would receive and that staff had involved them in the admission and care planning processes.

All the visitors told us the staff were helpful, caring and treated their relative with care and respect. One person said “My mother was made to feel welcome and the staff made sure my mother was well looked after”.

None of the visitors had any need to make any complaints and they all felt that the environment was peaceful and relaxing.

During our inspection we saw patients’ records were clear and well maintained. Information was recorded about patients’ care and treatment and there was evidence patients were involved in the planning of their care. Consent was given prior to care or treatment being provided.

Staff at Dr Kershaw’s Hospice were in regular contact with other providers so they had up to date information about patients’ illnesses and were able to ensure patients received the correct support when they were discharged.

Staff told us they felt well supported at work, and we saw evidence that they had regular supervision and appraisal meetings with their manager. We saw that their training was up to date and monitored by the manager.

We spoke to two patients and saw the results of recently completed patient satisfaction questionnaires. Patients said they were happy with the care and treatment they received and their comments included “All the staff are wonderful and couldn’t do more”, “The environment is homely and has a lovely calm atmosphere” and “It’s brilliant, couldn’t be better”.

People told us why they had chosen Dr Kershaws Hospice for their care and treatment. Some people had been referred to the service because they needed extra support and care. Other people said had not been managing too well at home and some people were regular attendee’s at the Day Therapy Unit.

People told us they had discussed their care and were able to say what they wanted. They were given information to read and had opportunity to discuss any issues that they were concerned about. One person attending the Day Therapy Unit for treatment said “I was a little nervous at first, I didn’t know what to expect, but it doesn’t feel like I’m in a hospital. I’ve met new friends. It’s really good.”

We were told all the staff explained what was going to happen when they were being given treatment and talked to them during procedures. Staff had time for them and they felt in control of everything that was happening. One person said “you can understand what they are saying. I like things to be simple”. People told us the medical staff had explained any risks and the benefits of the proposed treatment they had planned. They were pleased with how they were treated and told us, “The care here is first class. Nothing is too much trouble for the staff. I can’t praise then highly enough.” And, “It’s wonderful. I stayed three weeks on the ward. I enjoy coming to day care” “Everyone is wonderful here”. “The staff are amazing, I’m looked after really well”.

Staff were described as very helpful and spent a lot of time with them. They responded promptly if they used their call bell for assistance day or night. They could talk to them about any issue they had and were always asked if there was anything they wanted.

People attending the Day Care Therapy Unit said it was a good place to be. They had confidence in the staff and knew their needs would be met.

We were told, all the staff team were very good. They were considered as being professional and very caring and knew what they were doing. Staff were also described as being, “excellent”, “very kind”, “sensitive”, and caring to both family and patients.