Hospice are finalists for award in customer commitment

Categories: Care and People & Places.

After winning Most Inspiring Business and Community Champion awards in 2018, Isabel Hospice are finalists again in the Inspiring Hertfordshire awards, run by the Hertfordshire Chamber of Commerce.

This year they are finalists in the Excellence in Customer Commitment category, sponsored by Austin’s Funeral Directors.

Elizabeth Paske, Director of Clinical Services said:

“Ensuring that our patients and their families, in effect our customers, have a positive experience is fundamental to the core of all we do. With end of life care, our teams only get one chance to get it right. The ripple effect of a good, or bad death, affects the patient’s family or carers for the rest of their lives. We are delighted to receive feedback, sent to our nursing teams as evidence of outstanding patient care that they or their families have received.”

A recent letter to the hospice from a patient’s family member illustrated this. It read, “There are not enough words to convey our appreciation of the amazing care you gave our Mum. However, here are some “outstanding, calming, understanding, supportive, empathy, selfless, warm, kind, reassuring”. Special thanks to the night nurses who allowed us to have some rest at a time we really needed it.”

Elizabeth added:

“To ensure we constantly supply a high standard of care, amongst other things, we use an internationally recognised scoring system (IPOS) to measure the impact of our care on our patient’s health and wellbeing and we invested over £50,000 in staff training and development last year.

“An example of staff development is Sarah, who joined us as a healthcare assistant in 2013 and is now training at university as a Nurse Associate in an apprenticeship programme. We are supporting her by granting her time to study and by mentoring her to reach the standards she requires.

“We have also trained three Clinical Nurse Specialists to become non-medical prescribers, meaning they have an enhanced level of knowledge and can advise GPs to prescribe. Research has shown that non-medical prescribing has improved the quality of service to patients and of improved clinical outcomes. “

Commenting on reaching the finals of Inspiring Hertfordshire this year, Elizabeth said:

“We are delighted to be through to the finals in 2019 and have our fingers crossed that the specialist care and attention we give to our local communities is recognised at the Inspiring Hertfordshire finals ceremony at St Alban Cathedral on June 13.”

For more information visit Isabel Hospice

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