Burnley's Pendleside Hospice praised for 'going extra mile'

Pendleside Hospice cares for more than 1,700 people each year

A hospice which has "gone the extra mile" to engage and understand the needs of people from ethnic minority groups has been praised by inspectors.

The Care Quality Commission (CQC) has upgraded Pendleside Hospice in Burnley's overall rating from good to outstanding.

It followed an inspection in October.

The watchdog said staff at the hospice, which offers specialist palliative care, provide "exceptional care and treatment" for people staying there.

Pendleside Hospice provides specialist palliative care for more than 1,700 people each year, the CQC said.

The inspection report said: "Staff exceeded expectations in treating patients and carers with compassion and kindness, respected their privacy and dignity, took account of their individual needs, and helped them understand their conditions."

'Inclusive and responsive'

It also said staff provided "emotional support to patients, families and carers to minimise their distress".

Inspectors also praised the support and "access to good information" it gave to people to make important decisions about their care and that key services were available seven days a week.

The hospice "provided care in a way that took into account and quickly met the needs of local people", the report said.

It added that it had "gone the extra mile" to proactively engage and understand the needs of people from ethnic minority groups in the area.

Inspectors found the service was "inclusive and responsive in its tailored care to meet the individual and complex needs of its patients".

The CQC said this had resulted in an increased understanding of what the service could offer and led to more diversity in volunteer roles at the hospice, including at board level.

Staff and volunteers at the hospice are overjoyed, says chief executive Helen McVey

While the hospice's overall rating had improved from good to outstanding, its ratings for well-led, effective, caring and responsive have also risen from good to outstanding.

The hospice kept its rating as good for being safe.

Helen McVey, chief executive of Pendleside Hospice, said the staff and volunteers were "overjoyed", and added it was an "honour" to receive an outstanding rating.

"This fantastic achievement acknowledges the excellent team work from everyone across the hospice," she said.

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