Enter and view: Pendleside Hospice

This report presents the findings of an Enter and View visit carried out by Healthwatch Lancashire to Pendleside Hospice on 23 March 2017. The purpose of the visit was to observe the quality of services, gather feedback from patients, staff, and relatives, and identify areas of good practice and improvement. 

Pendleside Hospice is a charitable organisation that provides a range of palliative care services, including an inpatient unit, day services, outpatient services, a hospice-at-home service, and family support. Its aim is to enhance the quality of life for people with life-limiting illnesses through holistic and person-centred care. 

Overall, the hospice was rated highly, with an environment and facilities score of 4.5 out of 5. The location was easy to access, well signposted, and had well-maintained grounds and sufficient parking. The internal environment was described as welcoming, clean, and homely, although minor improvements were noted, such as clearer staff identification and less clutter in some areas. 

Interactions between staff and patients were observed to be extremely positive, with staff showing compassion, respect, and strong knowledge of individual patients. Volunteers were also noted to play a significant and valued role in supporting the hospice. 

Patient feedback was overwhelmingly positive. All patients reported that the hospice was clean, respectful, and provided adequate privacy. They felt their care needs were fully met, that there were sufficient staff, and that communication between the hospice and other healthcare providers was effective. Patients valued the personalised care and felt comfortable raising concerns with staff. 

Activities and social opportunities were widely appreciated, with patients reporting a strong sense of community and benefit from attending the hospice. Most patients participated in activities and found them helpful for their wellbeing. 

Food and drink provision was also rated highly, with patients satisfied with both the quality and choice of meals. Assistance was available for those who needed help, and drinks were accessible at all times. 

Relatives and friends expressed high levels of satisfaction, stating that their loved ones were treated with dignity and compassion. They felt supported, informed, and involved in care decisions, and they would recommend the hospice to others.

Staff feedback was similarly positive. Staff reported feeling well trained, supported, and able to deliver person-centred care, and most believed staffing levels were adequate. They expressed job satisfaction and confidence in recommending the hospice to others. 

Some minor areas for improvement were identified, including the need for better staff identification, consideration of dementia-friendly signage, and ongoing environmental improvements. These had already been recognised by the hospice and were being addressed