Dorothy House awarded ‘Outstanding’ by the Care Quality Commission

Posted by Matt Carter, on January 18 2017 in: News

We are delighted to announce that we have received an ‘Outstanding’ rating from the Care Quality Commission (CQC). Outstanding is the highest available rating and places us in the top 6% of adult social care providers nationally, it is awarded by the CQC to recognise ‘innovative and exceptional care.’

The recent inspection in September and October 2016, included an unannounced three-day visit by four inspectors to Winsley and our Outreach Centres in Trowbridge and Peasedown St John.  The inspectors assessed patients’ personal care records and talked to patients, carers, family members and staff as well as measuring our performance against five essential standards of quality; that it is safe, effective, caring, responsive and well-led.

Read the full report by following this link

Highlights from the CQC’s Report:

  • Equal Access to palliative care – Outstanding partnership work enabled us to deliver co-ordinated, person-centred care and to improve access to end of life care for hard to reach groups through training and education.
  • Effective, evidence-based care – Best practice care given by experienced staff with the knowledge, skills and competencies to support patients’ complex needs.
  • Enhanced Discharge service – We developed this service in partnership with the Royal United Hospital, Bath (RUH) and Wiltshire Clinical Commissioning Group (CCG).
  • 24 hour Palliative Care Advice Line, – we run this service 7 days a week for people, carers, GPs and health professionals.
  • Dementia Care – We have improved our environment to make it dementia-friendly and to help patients navigate the building more easily.
  • Nutrition – We have developed a bespoke nutritional assessment tool for people receiving end of life care, enabling staff to support patients to eat and drink what they want.
  • Children & Young People – Outstanding work is bring done supporting children and young people either facing bereavement or coping with grief.
  • Family Support Team – Excellent practical and emotional support is provided by this team.
  • Hospice at Home – Patients, relatives and external professionals said they valued the support provided by the Hospice at Home team for people dying at home. One said “You all made it possible for our Dad to have quality of life and dignity right to the end.”
  • Outreach Centres – Our two centres provide a variety of drop-in group sessions held for people and families in the community affected by a life-limiting condition.
  • Volunteer Companion Scheme – Volunteers run a Companion Scheme to help people develop new friendships and give carers a break.
  • Creative Therapies – Imaginative craft activities provided by the Creative Therapies Team help families to share time together making memories.
  • Extra Mile – Staff went the extra mile for the patients and families they supported. Examples include; arranging weddings for patients at the hospice, helping to reunite estranged families and arranging for a dying patient to have a visit from their favourite horseWatch a short film about how we care when it matters most.


The CQC inspectors spoke to patients and relatives using our Inpatient and Day Patient units and received positive feedback such as: ‘The compassion and kindness shown during our stay was stunning.’ ‘You couldn’t fault this place, I feel at home here.’ ‘You have showered me with kindness and caring.’ ‘A supportive and holistic service…sensitive to individual need, positive, caring and compassionate.’ ‘The care given to my dear husband was filled with love, respect, dignity and empathy.”

Deborah Ivanova, Deputy Chief Inspector of Adult Social Care, CQC said: “We found that Dorothy House Hospice Care is providing an outstanding and very caring service and the staff had the expertise to provide individualised care to the people they support in a way that suits them. The team there should be extremely proud of the work they do.”

John Davies, CEO at Dorothy House Hospice Care said of the CQC Inspection result:“I am extremely proud of the team at Dorothy House and delighted that the CQC has recognised the Hospice’s standard of care as Outstanding. This result has been a collective effort as Dorothy House is well supported by our local Clinical Commissioning Groups (CCGs) and the RUH’s, Specialist Palliative Care Team among other partners.”

“Looking ahead to the future, my aim is to continuously improve our care standards and services for the community. My sincere thanks to all who have worked for or partnered with Dorothy House and to those who have donated funds, you’ve all played your part in making Dorothy House the success it is today.”

Watch John’s comments about the results of the CQC inspection below.

If you would like to support us and help us continue to provide ‘outstanding’ care for another 40 years, please follow this link. We really could not do the work we do without your generosity.