Lewis-Manning Hospice Care

Lewis-Manning Hospice Care is registered with CQC to provide personal care and treatment of disease, disorder or injury. As the service was not providing personal care to people in their own homes at the time of our visit, we focused on parts of the service which provided treatment. This included clinics for people experiencing lymphoedema and breathlessness and how they interact with other service provision within the organisation.

We inspected all quality statements across safe, effective, caring, responsive and well led key questions.

We spoke with 9 patients and discussed 5 patient records with staff. We spoke with 13 staff which included nurses, health care assistants, physiotherapists, occupational therapists, administrators and senior leaders.

We found that patients received care that kept them safe and ensured their rights were upheld. The hospice took action to protect people from harm and ensured learning from incidents was used to make improvements.

Care was planned in a way that met people’s needs and promoted a personalised approach. There were clear procedures for managing referrals and staff communicated effectively with patients and other services to ensure people’s needs were met. Staff received excellent specialist training and support to deliver good care and enable patients to live well and plan for their future.

Patients were treated with kindness, compassion and dignity and their choices were respected. Staff ensured care was holistic, met patients’ preferences and promoted their independence. They were sensitive to patients’ personal circumstances and worked with patients to improve their quality of life in a way that was meaningful to them. Staff listened carefully to patients’ views and feedback, involving them in service development to ensure support was designed in a way that met their needs.

Leaders communicated a clear direction for the service and governance processes provided oversight of performance and risks. The service collaborated effectively with other agencies and actively sought new partnerships and creative ways of working to raise awareness in the community, address inequalities and share learning.

We rated the service as outstanding.