A guide for patients, their families and friends

Welcome to St Richard’s HospiceIn-patient Unit

Welcome toSt Richard’s Hospice

Contents

St Richard’s Hospice provides free specialist palliative care for patients living with cancer and other life-threatening illnesses and supports their families. Each year the hospice team supports over 2,500 patients and family members in Worcestershire.

Patients are cared for in Day Hospice, the 17-bed In-patient Unit or in their own homes by a specialist professional team as well as many trained volunteers.

St Richard’s is a charitable organisation which began in 1984 and our care is provided free of charge to all patients.

We hope this information pack will give patients, their families and carers the details needed to feel as ‘at home’ as possible in the In-patient Unit.

All our staff will be very happy to answer any further questions that you may have.

About us

04 The hospice 05 Overview of the In-patient Unit06 In-patient Unit layout08 Reasons for referral09 Helpful items during your stay10 What to expect11 The care provided on the In-patient Unit12 Further support13 Complementary Therapies14 The daily routine15 Other amenities16 General information17 Personal details19 Healthcare decisions 21 Your thoughts23 Getting your finances in order25 Frequently asked questions27 How St Richard’s is regulated28 Who’s Who

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“The caring professionalism of you all, right through to the domestic staff and the volunteers, was just wonderful.

All of the nurses were amazing and always there.”

Here in the In-patient Unit we specialise in Palliative Care. This is best described as ‘whole person’ care, aiming to achieve the best quality of life for patients and their families. We try to respond to all of the needs that a patient or family may have – be they pain and symptom control issues, physical problems or problems of a spiritual, emotional, social or psychological nature.

“St Richard’s Hospice exists to enhance, through specialist palliative care and education, the quality

of life of patients and those important to them, suffering from cancer or other

life-threatening illnesses.”

Overview of the In-patient Unit

The In-patient Unit provides 24-hour care tailored to each person’s needs

Patients and their families are cared for by a team of health professionals led by the Medical Director and In-patient Unit Manager

Most people stay for 8 to 10 days; this will vary according to individual needs.

The Unit is made up of 13 single rooms with two 2-bed rooms. We currently care for up to 17 patients here.

Your room has en-suite facilities and your own private patio area with views to the lake, gardens and countryside.

The rooms are designed to be as comfortable and homely as is possible, each one having its own entertainment unit with TV and DVD player. Reading and other materials are also available.

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St Richard’s Hospice: In-patient Unit layout

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Reasons for referral to St Richard’s In-patient Unit

Helpful items during your stay

Patients are admitted for one or more of the following reasons:

To help deal with symptoms that cannot readily be sorted out at home. These may include achieving adequate pain relief as well as other medical issues. St Richard’s Hospice is not a long-term nursing home and for most patients the average length of stay will be 8 to 10 days. Before you are discharged, we will liaise with colleagues working in the community to arrange any extra support and advice that you may require. The hospice has a Senior Admissions and Discharges Nurse.

To care for patients at the end of life if that is their choice and if it is not possible for them to be adequately supported and treated in other places.

The clinicians recently involved in your care will - after discussion with you and your family - have decided that you would benefit from a stay on the In-patient Unit. Personal toiletries such as soap, shampoo and flannel

Toothbrush, toothpaste or denture cleaner

Hairbrush or comb

Nightdresses or pyjamas, slippers and a dressing gown

Comfortable day clothes if you are likely to wish to dress during the day

A supply of any medication that you are taking regularly, together with any relevant documentation. Please hand these items to one of the nurses when you are admitted to the unit

A small amount of money for purchases from the hospice shop (we advise you not to bring large amounts of money or valuables into the hospice as we cannot accept responsibility for their safekeeping)

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What to expect when you arrive

Our staff all wear name badges and uniforms. The different colours will be explained to you on arrival and on the back page

You will initially be welcomed by the nurse who will be caring for you on your first day and shown to your room

A drink will be offered if appropriate and time will be allowed for you to settle in at your own pace

The layout and facilities of the In-patient Unit will be explained to you

We have a Nurse-Call system and emergency pull cords in the rooms. These will be demonstrated to you

Once you have settled in, one of our doctors and a nurse will come and talk to you and your family about your illness and your current situation and seek to address any problems and anxieties that you may be experiencing

As soon as possible, there will be a discussion about your individual care plan. Please feel free to let us know if you prefer not to have family members involved in this (or any other) discussion. Equally, of course, you have the right to choose not to take part in these discussions yourself. We will always understand and respect these sensitive decisions, but it is important that family members and other carers understand that their views and wishes will not override those of the patient.

We hope that you will think of the hospice as an extension of your own home and we will do all that we can to welcome you and make you and your family feel comfortable when you arrive for your stay

The IPU provides specialist palliative care that seeks to promote and maintain the best possible quality of life for you, taking into account the needs and wishes of you and your family.

During your stay you will be cared for by a team which, apart from doctors and nurses, has access to social workers, chaplains, occupational therapists, physiotherapists, Citizens Advice worker and many others according to your needs and wishes.

We will always be open and honest with you and your family about the planning and delivery of your care. Whilst we understand and respect the fact that some patients prefer not to ask questions, we are always happy to answer any questions that you do have. If individual members of staff are unable to answer particular questions themselves, please be patient while they refer the question elsewhere in order to make

sure that the answer that you get is absolutely correct and up to date.

We understand the pressures on patients and their families, but ask all our guests to remember that our staff are often under pressure themselves and are also entitled to be treated with courtesy, respect and patience.

We take infection issues very seriously. Please could all visitors read the information about infection control procedures on the information board in the bistro. If you have any other concerns or questions please speak to our infection control nurses, ward sisters or unit manager.

The care provided on the In-patient Unit

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Complementary Therapies

Our therapists work closely with the medical and nursing teams and offer a number of treatments including massage, relaxation, aromatherapy, Reiki and creative therapy such as artwork, as appropriate.

Occupational Therapy

Your Occupational Therapist will work alongside other health staff to help you manage your condition and to stay as independent as possible.

If appropriate they can advise and recommend equipment and how it can help you carry out routine activities such as washing, dressing, cooking, getting up from the chair – all helping you to retain your independence.

Hairdresser

The salon is open Monday to Friday for patients. Appointments should be booked through one of the In-patient Unit staff.

A donation to the cost of this service is requested.

VolunteersOur volunteers support the In-patient Unit in so many ways from administration to looking after families and the staff. Volunteers bring a wealth of experience from widely differing backgrounds.

The Family Support Team

Our dedicated staff and trained volunteers offer a comprehensive and specialist service to patients and families including social work, support for children, group work, counselling and citizen’s advice.

Spiritual care and chaplaincy

The chaplaincy team looks forward to getting to know people of all faiths and philosophies. We want to make sure, with the rest of the staff, that your beliefs are understood and are built into your care at every level. A member of the chaplaincy team is available to you at any time.

There is a Sacred Space in the hospice which can be used for quiet reflection or prayer. Your room has a “Spiritual Care Box”. Please explore the box at your leisure and if there is something in particular that you need please just let any of the chaplains know.

Further support during your stay

07.30 Morning tea / coffee

08.45 Breakfast

12.30 Lunch

14.45 Afternoon tea / coffee / aperitif

17.45 Supper

19.30 Evening drink

Above timings are approximate. All meals will be served in your room.

The hospice provides freshly cooked and nutritious meals every day to everyone who is in our care. We try to offer plenty of variety to tempt different appetites.

Other refreshments are available throughout the day on request and our catering staff will discuss with you any dietary needs or preferences that you may have.

A guide to the daily routine

Other amenities

TV

Each bed has an individual TV and DVD player

Telephone

Each bed has access to a telephone for incoming calls. For outgoing calls, please feel free to use mobile ‘phones or ask the staff for an outgoing line

Mail

Postage stamps are available in the hospice shop and outgoing mail is collected at 3.30 pm each day

Shopping

The shop also stocks a range of confectionery, toiletries, writing paper and gifts

Laundry

Your personal clothing should, if at all possible, be laundered at home. If this causes difficulties, please speak to a member of staff

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General information

Staying in touch

The hospice telephone number is 01905 763963 and friends and family are welcome to telephone at any time.

Internet: Laptops, ipads or smart phones can be used. There is a free wireless internet connection. Please ask a member of staff for details.

Reception is open from 8.30am until 8pm.

Visitors

Visitors (including children under adult supervision) are welcome at any time. As far as possible, and dependent upon your wishes, we have open visiting hours – but please remember that patients may be reluctant to say that they are getting tired!

Families and friends are encouraged to try and co-ordinate visiting times so that patients are not overloaded. The nurse in

charge may request thatvisitor numbers are reduced.

We have a limited number of guest rooms available so that relatives may stay overnight to be near to their loved ones.

All visitors should please sign in at Reception on arrival. Please also sign out when leaving for safety purposes in the event of an emergency.

Children are welcome and we ask that they are supervised by an adult at all times, especially around the pond where the water is deep. There is a playroom by the IPU for supervised children.

The bistro is available for you to make hot and cold drinks at any time. You can order and pay for light refreshments at Reception.

Visitors who intend to leave after 9pm should note that the building is security alarmed and you will need to inform the night staff when ready to leave.

Your details

We ask you for information about yourself so that we can give you appropriate care and treatment.

St Richard’s uses a computerised electronic medical notes system, similar to those used in GP surgeries, to record the care of all our patients. Thenotes can only be accessedby specialist palliative care professionals working inWorcestershire if they need to advise on your care.

These professionals can access hospice patients’ notes only through an authorised ‘Smart’ card with a security chip and PIN. Please ask staff if you have any questions about our electronic medical notes system.

Please also ask to see a copy of our detailed leaflet explaining our duty of confidentiality and use of electronic records if you have further questions.

Visitors (continued)

Access to the hospice out of hours

Our volunteer receptionists are here until the early evening, after this the car park barrier and reception entrance are controlled by our nursing team. If you would like to visit your loved one out of hours please be aware that there may be a delay in gaining access. The team will be alerted but may be busy providing care to patients. We appreciate your patience in this matter.

Smoking

Visitors are requested not to smoke in the hospice. Patients may smoke in the designated smoking room (with supervision if required).

Pets

Should patients wish to have pets brought in to the hospice to see them, please make suitable arrangements with the staff in advance.

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Confidentiality

Our aim is that any records we have about you are accurate, secure and held in strictest confidence. We only give information to your relatives, friends and carers if you have given us permission to do so.

Access to medical records

St Richard’s Hospice works within the national guidance of access to health records.

Under the Data Protection Act 1998 you have the right to ask to see information written in your health records.

If you would like to see your records please talk to your doctor or health professional who will help you.

Your healthcare – decisions to make

Advance Care Plan

The hospice team will offer opportunities for you to discuss your preferences for future care. As each person is different there will be a unique combination of things that are important to you.

It is often helpful for your health professionals and family members to understand your preferences and concerns, so that we can support you according to your wishes.

Some people chose to record their wishes in an ‘Advance Statement’ which can be used to guide those involved in their future care. Health services in Worcestershire have developed an ‘Advance Care Plan’ booklet which can help you develop an Advance Statement that tells us about

your concerns, preferences, beliefs and values. It can be helpful to look through this booklet with the support of a loved one or a member of our staff. Please ask us if you would like see a copy.

Advance decision to refuse treatment

You may want to think about any treatment you would prefer to refuse in the future. If so, you could consider making an ‘advance decision to refuse treatment.’

We have a detailed leaflet available if you would like more information, and the medical team will be available to discuss this with you.

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About resuscitation

Cardiopulmonary (heart and lung) resuscitation (CPR) is the medical term used for attempts to restart your breathing or your heart. It is rare for the heart or breathing to stop unexpectedly, but the clinical team will ensure that a plan is in place to support you should the unexpected occur. Research has shown that CPR is rarely successful in restarting the heart and lungs in hospital patients admitted with advanced illness.

At St Richard’s we therefore do not routinely carry out CPR, and focus instead on providing the best comfort, dignity and support when a person’s life comes to its natural end.

If staff believe that CPR might be appropriate for you then a member of the medical team will discuss this with you. If you have any questions about CPR please talk to a member of your medical or nursing team. We also have a detailed leaflet available if you would like more information.

Organ and tissue donation

Some people wish to donate their organs and tissue after their death. If this is something you are interested in doing, please speak to a member of your medical team.

We welcome your thoughts

We pride ourselves on the standards of care that we always seek to provide to our patients and their families but very much welcome comments about ways in which we can improve even further your experience and care during your stay on the In-patient Unit.

If you have any comments or suggestions then please do not hesitate to:

Speak to the nurse in charge about your thoughts. They will respond to your comments, including about any action that might need to take place.

You are also welcome to speak to the Care Director, or put any comments or concerns in writing if you prefer to.

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The Care Director, St Richard’s Hospice, Wildwood Drive, Worcester WR5 2QT.

Alternatively.....

if you would like to talk to someone who has previously experienced care on the In-patient Unit, please speak to the nurse in charge who will arrange for you to be put in touch with a member of our Listening into Action group.

Listening into Action is a

forum of patients, relatives and carers who meet on a regular basis to discuss ways in which services provided by the hospice could be improved still further.

Or, please write down your comments and put them in our suggestion box in the bistro.

Getting your finances in order

St Richard’s staff and volunteers are not permitted to witness the signing of legal documents. However, we can supply a list of local solicitors who are willing to come into St Richard’s Hospice.

How to support St Richard’s Hospice

Our services are offered completely free of charge to our patients and their families, however we do appreciate donations which go towards the cost of providing our care.

People are often surprised to discover that St Richard’s is a charity and that we receive around a quarter of our income from the NHS. This means we rely on voluntary donations to fund the majority of our care.

There are many ways you, your family and friends can support us. These include making a one off or regular donation, leaving a gift in your Will, donating to our shops or becoming a volunteer, taking part in events and challenges and much more.

If you would like to know more please ask to speak to a member of the Fundraising Team, ask a member of staff for a leaflet or visit our website

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www.strichards.org.uk

Do you have private medical insurance?

If you have private medical insurance St Richard’s may be able to recover some of the costs of your care.

Private medical insurance providers may be able to help with:

A donation per night if an individual is admitted to the hospice

A donation per day if a patient is visited at home by a hospice nurse

Some of the insurers providing assistance include:

* ~Aviva ~ Axa PPP ~ Bupa ~ CS Healthcare ~ Exeter Friendly Society ~ Pruhealth ~ Simply Health ~ WPA

*The type of policy held will determine whether a donation is possible

Are you a member of the RAF family?

The RAF Benevolent Fund may also donate towards the cost of care.

Please contact your insurance provider accordingly or for further discussion contact:

Frequently asked questions

We hope that we have covered most of your queries in this booklet but below are some of the more frequently asked questions about our services that we hope you will find useful.

How long can I stay as an In-patient?

Many people find that a relatively short period of in-patient care makes a real difference to how they are feeling and enables them to return home feeling more comfortable.

St Richard’s has 17 beds and there is a high demand for them. This means we cannot be a permanent alternative to care either in your own home, your care home or nursing home. If your symptoms are well managed but it would be difficult for you to go back to your own home, then we will always help you and your family and friends to find other places where you can continue your care.

Will St Richard’s still provide support when I go home?

Yes. St Richard’s provides specialist nursing care in people’s own homes so we can continue to support you and your family and friends when you return home.

Our St Richard’s Nurse Specialists and Hospice at Home team offers care and support as well as a 24 hour telephone advice line. They also work closely with GPs, district nurses and social services carers.

If you would like to know more about these services, please talk to a member of the nursing team.

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Tricia Cavell,Fundraising Director, St Richard’s Hospice, email:tcavell@strichards.org.uk tel:01905 763963

Aren’t hospices just for people who have a few weeks to live?

No. St Richard’s provides care to people whose illnesses are no longer curable and who have symptoms that need our specialist support. While some people using our services may only have a few weeks to live, others may have many months or even years to live.

What if I need to go to hospital while I am a St Richard’s in-patient?

If you need to go to a hospital appointment we can arrange transport and someone to go with you if that is what you would like.

Can my visitors stay overnight?

Yes, overnight visitors are very welcome. We have two relatives’ rooms with ensuite bathrooms and we can make up a bed or beds in your room very easily.

Can I give a gift to staff who have been looking after me?

We know that many patients and families like to show their appreciation of staff through giving presents but staff are not able to accept individual gifts.

If you would like to make a donation to support the care of future patients you can find out how to on page 23 of this guide.

How St Richard’s is regulated

St Richard’s Hospice is regulated by the Care Quality Commission which assesses and reports on

the quality and safety of services provided by the independent healthcare sector.

We are inspected each year and you can obtain a copy of the report on the Commission’s website

www.cqc.org.ukWith thanks to the Listening into Action (LIA) group

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01905 763963 www.strichards.org.uk

Who’s Who

Health Care Assistant

Staff

Sister

Physiotherapist

Volunteer

Staff Nurse

Housekeeping

Housekeeping Student

Complementary Therapist

St Richard’s Hospice, Wildwood Drive, Worcester WR5 2QTRegistered Charity No. 515668

In-patient Manager

2014