Quality of our care
LOROS always strives to provide the highest quality of care to patients and their families.
We have a number of initiatives to help us to maintain and continually improve the services we provide.
Tell us what you think
We encourage patients, families and carers to provide us with feedback on an ongoing basis using ‘Tell us what you think’ forms that are available in a number of places around the Hospice and are also given to patients visited by our Community Nurse Specialist team. These provide the opportunity to outline things we do well but also highlight any areas for improvement.
Results are published on a monthly basis and are displayed at the Hospice.
Annual patient survey
On an annual basis we also undertake a comprehensive patient survey which asks questions in relation to all areas of care. Any areas for improvement are then incorporated into an action plan and progress is regularly communicated to the Board of Trustees and to our Patient & Carer Participation Group.
The Patient & Carer Participation Group
The group has an active membership which includes those who are currently or have recently accessed services at LOROS. The group helps us to ensure we are delivering the best care to patients and assists us in service improvements and developments at the Hospice.
Clinical Audits and Quality Account
We carry out many clinical audits each year to measure our care against standards of best practice. Each year we also produce a Quality Account which outlines key clinical improvement priorities for the coming year.
Internally all areas of care provision are monitored via our Clinical Governance Group. Membership includes representation from the Board of Trustees and from the lead Clinical Commissioning Group (CCG).
Care Quality Commission (CQC)
LOROS is registered with, and externally monitored by, the Care Quality Commission (CQC) and we are required to demonstrate compliance against a number of quality outcomes. We also have to show compliance in relation to an annual quality schedule produced by the Clinical Commissioning Groups (CCGs).
Comments & complaints
All our patient information leaflets outline how patients or their families and carers can make any comments or raise a complaint if they wish to, either internally or externally to the CQC.
Patients on the inpatient unit and day therapy unit are also asked if they are happy with all aspects of their care and if they know how to make a complaint should they wish to do so. On the inpatient unit this is within 72 hours of admission and in day therapy it is on the third visit.