Quality of our care

LOROS is committed to promoting the wellbeing of all adults and children who use our services and ensuring that they live a life that is free from harm, abuse and neglect. We work in an open and transparent way and encourage staff, volunteers, patients and families to raise any safeguarding concerns. The professional lead for safeguarding adults and children is our safeguarding lead.

If you have any questions or require further information please call (0116) 231 3771.

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 and Compassionate Neighbours. These provide the opportunity to outline things we do well but also highlight any areas for improvement.

Results are displayed at the Hospice.

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 and Carer Participation Group and Clinical Governance 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.

We carry out a variety of 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 Committee. Membership includes representation from the lead Clinical Commissioning Group (CCG), a lay member (patient/carer representative), and it is chaired by a member of the board of trustees.

LOROS is registered with, and regulated by, the Care Quality Commission (CQC) and we are required to demonstrate compliance against a number of standards and quality outcomes. We also have to show compliance in relation to an annual quality schedule produced by the Clinical Commissioning Groups (CCGs), who are the local commissioners.

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 Ward 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 Ward this is within 72 hours of admission and in Day Therapy it is on the third visit.

LOROS has always been committed to being open and honest with patients and their families when things go wrong. The duty of candour law means that we, as a healthcare provider, must be open and honest with our patients and families.

The Patient Safety Incident Response Framework (PSIRF) is the new way that healthcare organisations, including the NHS and hospices, look at patient safety incidents.

PSIRF enables the development and maintenance of more effective patient safety incident response systems. It encourages more compassionate engagement and involvement for those affected by patient safety incidents and gives staff involved support and space for reflection

PSIRF helps us to understand how incidents happen, allowing us to learn and improve and, in turn, create a safer care system.

Our plan sets out how we intend to respond to patient safety incidents over a period of 12 to 18 months.  The plan is a live working document that will be updated when any changes and improvements have been made to our processes and with any learning from patient safety incidents.