The audit is made up of feedback collected by the patients of Lakelands Day Care Hospice and will provide a summary of the patient’s opinion and suggestions about the hospice and its staff. This audit was completed in June 2011 by Emma Canning; a 2^nd year Tresham College student who is studying BTEC Health Studies.

Do you get help when you need it?

‘Yes!’ All the patients felt that staff and volunteers are very helpful and always help when asked or needed.

Do you feel valued as an individual?

‘Yes, all of the time.’ The patients felt that they are treated as people, not just a condition or an illness.

Do you feel safe and secure?

‘Yes!’  All the patients felt they are always safe and secure whilst at the hospice.

Do you feel the nurses care about you - not just for you?

The patients explained that they feel the nurses are more like friends and family members than just nurses. They feel like a family unit and do not feel the separation of ‘patient’ and ‘carer’. They also feel the hypnotherapist is a great help. One of the service users said ‘he’s helped me with stress, anger and pain. He’s brilliant’

Do you feel the nurses are respectful and courteous?

‘Yes!’ The patients agreed that all the nurses treated them respectfully and courteously.

Are the volunteers always polite?

‘Yes, they are always polite and respectful’

Do you trust the organisation to hold your personal information secure?

Yes all patients felt information is kept secure.

Do the nurses notice when you are upset or distressed?

The patients all explained that every nurse is very good at noticing when they are not feeling their best. They also said that the nurses are very quick to want to help in this situation.

Do you feel the minibus is good value for money?

The patients felt that the minibus is very much good value and are thankful for the service, as it is the only way some of them can come into the hospice.

Is there a chance to ask questions or discuss issues about your health with the nursing staff?

Again, the patients agreed that the answer to this question was ‘yes, always’. However, they also added that the staff were understanding when they did not want to discuss some things too; which they see as equally important.

Is the hospice clean, friendly and welcoming?

‘Yes!’ the patients remember the first few times of coming to the hospice and they felt it was as welcoming then as it is now, week by week.

Are the complimentary therapies available when you want them to be?

When I asked the patients this question they said that they felt they are not offered many complimentary therapies; only Reiki. They felt that they do not have massage or any other type of complimentary therapies available to them.

What activities would you like to have available at the hospice?

• More Arts and Crafts
• Hand and Feet Care
• More Films and Music
• More entertainment
• Themed days
• Trips out. Some of the suggestions included Rockingham Castle and Burghley House. However, the service users understand the trips may incur added costs
• Lunches out
• Trips to Cransley Hospice

The patients do enjoy the few activities available but they said they felt some days had more than others.

Is there always a good choice of food on the menu and is the food good value for money?

‘Yes and yes!’ the patients said that the food is lovely and very good value for money. They also said that the cook is very flexible with meals and always has another option in case someone doesn’t like the first.

Do you feel that attending the hospice has benefited you? And if so how?

All of the patients said yes; the hospice has benefited them. When answering why, they told me that they no longer feel alone; like they have no one to turn to at home about their health issues. They said that they have all been able to build good strong friendships and been able to share their experiences with others who have been through a similar time. They all feel that they all support one another, as was as gaining support from nurses and volunteers.