The palliative nursing provided was of a standard which far surpassed anything we could have hoped for.The family of a patient of St Ann’s Hospice

All quotations are used with permission.

Here are some of the results of an anonymous survey of St Ann’s Hospice patients conducted between 1 July 2008 and 28 February 2009. (A total of 81/151 (53%) patients returned a completed questionnaire).

This is what you said we did really well

• Staff introducing themselves to you 98%
• Your confidence in the staff looking after you 96%
• Giving you the opportunity to ask questions  94%
• Staff explaining what they were doing  95%
• Meeting your individual needs  94%
• Cleanliness of the hospice  93%
• Staff courtesy and respect for your privacy  93%
• Involving you in planning your care  91%
• The general hospice environment  89%
• Overall day care transport  93%
• Availability of daycare staff to help when needed  92%
• Ensuring you are aware how to call for help on the ward  87%

This is where we found scope for improvement

• 53% of you were aware of our day care leaflet
• 57% of you were aware of the bedside booklet
• 60% of you knew what to do if you wanted to make a complaint

This is what we’re doing about it

• We will continue to include the day care leaflet in the letter sent to you with your first appointment.
• We will ensure our ward clerks check there is a bedside booklet on the locker for each patient  admitted.
• Our complaints process will be displayed at reception on all 3 hospice sites and will be included in all of our patient information leaflets.