Care Quality Commission and Carers Satisfaction Audit

Certificate of Registration

This is to certify the following service provider has been registered by the Care Quality Commission under the Health and Social Care Act 2008

Certificate number: 1-333247158                       Certificate date: 07/11/2011 Provider ID: 1-302159470

Section 1 Service Provider details

Name of service provider: The Rosemary Foundation Hospice at Home

Address of service provider: 35 Lavant Street Petersfield GU32 3EL

Date of Registration: 24/10/2011

Signed

Cynthia Bower

Chief Executive for the Care Quality Commission

Section 2

The Rosemary Foundation Hospice at Home is registered in respect of

Regulated Activity: Nursing care

For Regulated Activity Nursing care the Nominated Individual (where applicable) is:

Julie Beldon Cotsell

Conditions of registration that apply to:

The Rosemary Foundation Hospice at Home for Nursing care

1. The registered provider must ensure that the regulated activity nursing care is managed by

an individual who is registered as a manager in respect of that activity at or from all locations.

2. This Regulated Activity may only be carried on at or from the following locations:

Location Name and address

The Rosemary Foundation (Office) The Old Stables,East Meon Road Langrish Petersfield Hampshire GU32 1RN

Location ID 1-327076683

Additional conditions that apply at this location

The Rosemary Foundation Hospice at Home is registered in respect of

Regulated Activity: Personal care

For Regulated Activity Personal care the Nominated Individual (where applicable) is: Julie Beldon Cotsell

Conditions of registration that apply to:

The Rosemary Foundation Hospice at Home for Personal care

1. The registered provider must ensure that the regulated activity personal care is managed by

an individual who is registered as a manager in respect of that activity at or from all locations.

2. This Regulated Activity may only be carried on at or from the following locations:

Location Name and address

The Rosemary Foundation (Office) The Old Stables,East Meon Road Langrish Petersfield Hampshire GU32 1RN

Location ID 1-327076683

Additional conditions that apply at this location

End of certificate

Carer’s Satisfaction Audit

As part of an ongoing process to monitor, update and improve the service we provide, The Rosemary Foundation sent out a questionnaire to a random sample of relatives or carers of patients to whom we had provided care for over a week and whose loved ones had ended their days at home. Questions were asked about the overall performance of staff and then breaking this down to specific areas of nurse behaviour. Page one ended with room for comments on further training requirements and suggestions for enhancing the “hands on” care.

The second page of the questionnaire asked about the administration of the Foundation; the clarity of information received and contact details together with the reliability of our ‘out of hours’ service. This closed with space for comments/suggestions on how to improve the administration of the Rosemary Foundation.

40 questionnaires where sent out in November 2009.

30 completed forms were returned which gave us a response rate of 75%, 25 of these filled in by a spouse or partner, the rest by a son/daughter. Anonymity was preserved throughout.

Summary of results

The requested information about the staff included:

Were they sensitive to patients needs? Were they reliable? Did staff provide care that was appropriate to patient’s needs? Were they easy to contact when required?

Results of questionnaire:

  • 88% of the responses gave 10 (being excellent),
  • 10% gave a score of 9
  • 1.3% scored at 8

We did receive 1 score of 5 for “how easy was it to contact RF nurse when required”.

The questions about the administration of the service ranged from rating the information received about the foundation, clarity of contact details, who to contact when other organisations were involved (such as community or Macmillan nurse) and reliability of service when contacting RF out of hours.

Again the answers potentially could range from 1 being very poor to 10 which was excellent.

  • 55% gave 10 as a response,
  • 8% gave 9,
  • 14% gave 8
  • 5.5% gave 7
  • 2.25% gave 6, and 0.75% gave a response of 4

Several respondents gave N/A as a response to some of the questions in this section. For example if they had not had cause to contact RF out of hours they gave N/A as their answer.

This section of the form gave us considerable food for thought as some of the respondents’ answers where as low as 4. This was in response to the question about how clear the information was on whom to contact when other organisations were involved such as district or Macmillan nurses.

Conclusion

This has been a very useful process for us. Whilst the majority of respondents were more than satisfied with the nursing staff and the administration of the Rosemary Foundation there was clearly room for improvement. As a direct result of this questionnaire, we have altered the contact information on the inside cover of RF notes left with the patient in their home. Also we have now developed and produced a “Patient and Carers Guide” giving details about RF and the service they can expect to receive. (A copy of this is available on our website). We are always pleased to receive your comments where improvements can be made.

Julie Cotsell

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