North London Hospice

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

All patient rooms in use were en-suite and spacious, allowing several family members to attend. All rooms had access to outdoor spaces with views into gardens and courtyards. Families were allowed to stay overnight with their relatives, enhancing the supportive environment. A variety of informational leaflets were available on the inpatient unit, providing patients and families with essential information. The service had systems to support patients needing additional care or specialist intervention. Arrangements were in place to access translation services for patients, and staff knew how to use these services, providing examples of when they had done so. Staff supported patients during referrals or transfers between services, ensuring smooth transitions and continuity of care. The service had processes in place to manage admissions efficiently. The hospice made reasonable adjustments for people with disabilities, ensuring accessibility and inclusivity. Staff ensured that patients living with mental health problems, learning disabilities, and dementia received the necessary care to meet all their needs.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We did not look at Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

Patients reported that the hospice effectively understood and addressed the diverse health and social care needs of the local community. This was reflected in the individualized care plans that were developed in consultation with patients and their families. Staff made decisions that considered patients’ wishes, cultural backgrounds, and traditions, particularly when patients were unable to give consent to their care and treatment. Patients experienced smooth transitions between different services due to the hospice’s close collaboration with local NHS trust’s palliative care team, GPs, and other health and social care providers. This ensured that care was continuous and well-coordinated. The hospice operated urgent access and rapid discharge pathways that were responsive to patients' needs and risks, ensuring timely and appropriate care. Patients and families highlighted the inclusive nature of the hospice. All patient rooms were en-suite and spacious, allowing several family members to attend and even stay overnight. This supported family involvement in care. he hospice provided access to translation services and made reasonable adjustments for people with disabilities. Staff were knowledgeable about how to access these services, ensuring that all patients, including those with protected characteristics under the Equality Act, received appropriate care.

Staff reported that they were trained to consider the diverse cultural backgrounds and traditions of patients. This training helped them make informed decisions when patients were unable to consent to their care and treatment, ensuring that care plans were culturally sensitive and respectful. Staff reported that they were trained to consider the diverse cultural backgrounds and traditions of patients. This training helped them make informed decisions when patients were unable to consent to their care and treatment, ensuring that care plans were culturally sensitive and respectful. Staff reported that involving patients and their families in incident investigations helped build trust and transparency. This involvement also provided valuable insights for improving care processes.

Communication aids were available to help patients participate in their care and treatment, ensuring their expectations were understood and met. Staff and patient feedback were integral to the hospice’s improvement processes. Regularly collecting and responding to feedback helped tailor care to meet both clinical and patient expectations. Systems were in place to support patients needing additional care or specialist intervention, ensuring that even those at most risk of a poorer experience of care were well-supported. When incidents occurred, patients and their families were involved in the investigations, ensuring transparency and trust in the hospice’s processes.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Equity in experiences and outcomes during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.