Lewis-Manning Hospice Care rated outstanding by CQC

The Care Quality Commission (CQC) has upgraded Lewis-Manning Hospice Care in Poole, Dorset, from good to outstanding following an inspection in April.

The hospice provides specialist palliative and end-of-life care in the community to people, families and carers across Bournemouth, Poole and East Dorset.

The inspection was carried out as part of CQC’s routine monitoring of services. Inspectors upgraded the hospice’s ratings for caring and responsive from good to outstanding, while safe, effective and well-led were rated good.

CQC highlighted an inclusive culture where staff treated people as individuals and adapted care around their needs. Inspectors saw examples of staff making practical changes to help people feel comfortable accessing treatment, including supporting a person who was anxious about cleanliness in clinical environments by cleaning equipment and surfaces in their presence.

The regulator also found the service responded quickly when people’s needs changed. During one appointment, staff noticed a person attending the lymphoedema clinic was experiencing discomfort while undressing. This prompted a discussion about their pain and medication and resulted in changes to their treatment plan.

People using the hospice were also involved in shaping services. Feedback from participants in a breathlessness support group was used to change future sessions, including allowing more time for people to share their own experiences.

Catherine Campbell, CQC deputy director of hospitals, secondary and specialist care in the South West, said feedback from people, families and other professionals had been overwhelmingly positive and praised the hospice’s compassionate, person-centred approach.

Inspectors also found the hospice gave people choices about how and where they received support, including selecting clinic locations with public transport access in mind.

Staff received training to support sensitive conversations about future and end-of-life care, while close working with external professionals helped people experience more joined-up support. In one case highlighted by CQC, a relative said the hospice had helped their family navigate the care system so their loved one could fulfil their wish to die at home.

The inspection also highlighted the hospice’s focus on helping people maintain independence and regain control of everyday life. One person told inspectors that improvements meant they could dress themselves and wear tights again, helping them regain confidence to go out and socialise.

Lewis-Manning Hospice Care also provides a structured health and wellbeing programme covering areas including palliative care, nutrition, sleep and exercise for people attending the hospice for treatment.

CQC said the findings could provide an example of outstanding practice for other hospice services.

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