St Margaret's Somerset Hospice - Taunton

Updated 3 May 2024

We carried out this assessment as part of our operational priorities where a rating is “aged” (over 5 years) using the new Single Assessment Framework. We assessed five quality statements across the safe, effective, responsive and well-led key questions and have combined the scores for these areas with scores from the last inspection to give the rating. The hospice provided high-quality, patient-centred care, prioritising safety, comfort, and individual needs. Patients and their families consistently expressed satisfaction with the care received, highlighting the supportive environment, personalised care plans, and effective communication. Staff were knowledgeable, supportive, and committed to providing the best possible care. There was evidence that the hospice maintained a strong focus on quality improvement, regularly reviewing processes and seeking opportunities for growth. Some of the recruitment records lacked the necessary personal references or information about employment gaps. In response, the service swiftly adjusted its recruitment process to rectify this issue. The hospice's collaborative approach with NHS trusts, GPs, and other providers supported seamless transitions between services, providing continuous and well-coordinated care. The hospice prioritised patient involvement, people told us they felt their voices were heard and their preferences were respected. Staff were trained to be culturally sensitive and respectful, providing care that was tailored to individual needs. The hospice's leadership fostered a positive work environment, emphasising learning, improvement, and innovation. Regular reviews and audits were conducted to identify areas for growth, and staff were encouraged to participate in continuous development. There were resources available to support staff’s well-being. This included a supportive work environment that encouraged collaboration and teamwork.

Updated 3 May 2024

Patients consistently praised the hospice for its collaborative approach, involving them and their loved ones in care planning, including pain management and advanced care plans. The service efficiently arranged necessary tests, appointments, and support services. Patients said they felt supported by the staff at the hospice. They said they trusted the quality of information received, and experienced prompt responses to call bells and effective pain management. Nursing staff were consistently commended by patients, family and carers for their empathy, kindness, and helpfulness. Patients reported adequate staffing levels, even during nighttime and weekends. Patients told us they frequently reviewed care plans and all changes were agreed with them based on their feedback, wishes and clinical outcomes. Patients and their families expressed satisfaction with the quality of care, treatment effectiveness, and the supportive environment. The hospice received a significant increase in compliments in the last year, reflecting positive patient experiences. Patients and their families told us they felt involved in their care and appreciated the support offered to them. A relative highlighted the desire for every family in Somerset to receive the same level of care and empathy they had personally received. The hospice's urgent access and rapid discharge pathways ensured timely and appropriate care. Patients and families valued the inclusive nature of the hospice, which provided translation services and reasonable adjustments for individuals with disabilities. Staff were knowledgeable about accessing these services, ensuring equitable care for all patients. The Sunflower suite offered a private space for patients and their families, providing comfort and convenience, especially for those living outside the local area. This annex provided a respite from the clinical environment, allowing families to spend quality time together.