Phyllis Tuckwell's three year strategy 2016-2019

“The care they offer is so wonderful; they get to know the tiniest of things, the things which you can and can't do, and they pass that information on to each other. They're like family.

It's home from home!�

Patient

Three Year Strategy 2016 - 2019

Total support for patients and families Clinical Financial Practical Emotional Spiritual

April 2016

Introduction Sarah Brocklebank, Chief Executive

Thank you for your interest in Phyllis Tuckwell Hospice Care (PTHC).

For over 35 years PTHC has been supporting and caring for patients and families who have been given the worst possible news. We have a range of free-of-charge services to ensure that people affected by a terminal or serious progressive illness (such as cancer, heart, lung or neurological disease) can make the most of their lives.

We are immensely proud of all that we have achieved over the last 35 years and the way in which we have developed, expanded and improved End of Life (EoL) care services during this time for the local people of West Surrey and North East Hampshire.

In 2013 we published our plans for 2013-16 and are proud to have achieved all of the significant developments which we set out in that document. The results can be seen in full in each year’s Annual Review, also reflected in our annual Quality Account reports but I have summarised the key developments on the next two pages.

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2013-2016 Completed the Dove Lounge refurbishment, extending the area used by our Day Hospice, and creating a more flexible facility for other groups (e.g. Crossroads Care)

Transferred and grown Hospice Home Support charity into Phyllis Tuckwell, strengthening our care at home by providing practical help and companionship to patients and their families.

Introduced a pilot Drop-In service, which has been developed to become our Open House initiative, providing easy to access information and a way to introduce our Hospice Care services in a relaxed environment.

Expanded our pre- and postbereavement services, including groups for children and teenagers (Little Rays & Storm) and a group for single parents (Breeze).

Developed and expanded our therapies: including acupuncture to aid pain relief; a singing group for patients to aid breathing and relaxation; and a horticulture programme to increase energy and attention levels and reduce stress and anxiety.

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2013-2016 Created a special room on the In-Patient Unit (IPU) to aid patients with cognitive and sensory difficulties. The Maple Room (Memory Assist for Patients for LifE) includes day and night indicator clocks to aid orientation, an induction loop, lighting improvements and other individual features.

Expanded our Hospice Care at Home team with additional nurses, enabling us to cover more patients over longer hours.

Our three year strategy culminated in the transfer of the Beacon Palliative Care Service in Guildford to Phyllis Tuckwell in April 2015, which has enabled us to strengthen our combined service to patients and families at home.

Introduced exciting, new and extremely successful fundraising initiatives such as our Dash of Colour and our Reindeer and Elf Runs in local schools.

Opened 5 new shops: Guildford shop - Quarry Street Guildford shop - Woodbridge Hill Guildford Furniture & Home Store High St (to replace Tunsgate shop following expiry of lease)

Frimley Furniture & Home Store College Town shop

Our vision, as always, is inspired by the needs of patients and families.

There is still much to do to maintain existing services and to improve them so that they are flexible enough to respond to people’s changing needs and adapt to people’s different views of a good death.

We are therefore excited to publish our plans and aspirations for the next three years, incorporating care from our two sites. These have been put together in the context of enormous external change and uncertainty, not only in the NHS and health environment, but also with continued economic pressures, which obviously make long term planning challenging. Nevertheless, we wish to build on our excellent track record, patient feedback and solid reputation for high quality EoL care in order to give local people more choice about where and how they are supported at the end of their lives.

We serve a population of 550,000 across West Surrey and part of North East Hampshire. Every day we support over 250 patients, carers and relatives at the Hospice in Farnham, at the Beacon Centre in Guildford, in the community and in their own homes. As we expand our Hospice Care at Home and Community teams, 85% of our care is now provided away from our In-Patient Unit.

Our clinical team also provide palliative care training and support for other Healthcare Professionals.

Everything we do is driven by our belief - because every day is precious – which captures the real reason that we are here.

A team of 200+ staff and over 1,000 volunteers works tirelessly to help our patients and their families achieve this.

Parallel with an increase in demand, there is no obvious ending to the ongoing economic situation which means our future funding situation is uncertain.

With only 20% of our costs covered by the NHS, this, plus the projected increase in demand, poses us a real challenge as we have to raise over £20,000 every day.

We are therefore hugely grateful for the continuing support of our local community and Charitable Trusts, as they help us raise 80% of our costs.

Without them, we would not have achieved all that we have in the last 35 years.

Over the next few pages I outline our vision, mission and four Strategic Priorities for 2016-2019 that build on the successes and achievements of our previous 2013-2016 strategy. I hope you will agree with our plans and continue to support PTHC. We’d love to continue our journey with you and hope that this short document will whet your appetite to get involved in some way, to enable us to be here for the future... ...because every day is precious.

Please do get in touch - Thank you.

on Our Visi Simple and easy access to holistic and compassionate end of life care for everybody, in a place of their choice.

We will achieve this via Our Mission…

sion

Our Mis

To care compassionately for people with a terminal illness, and those closest to them, so that they live their life to the full and their ending is peaceful …because every day is precious

“So what does the Hospice give to their patients? The answer is plain and simple; it is love.”

Relative

Over the next three years we have set ourselves four Strategic Priorities and, within that, a number of Strategic Objectives.

riority 1 P c i g e t Stra High quality EoL care We will provide - and be able to demonstrate - high quality EoL care services to patients and families in West Surrey and part of North East Hampshire.

By 2019 we will; • retain the holistic focus of our services across all of PTHC’s services, • ensure equity of access to our services for all EoL patients, including the vulnerable and disadvantaged groups, regardless of their diagnosis or socio-economic status, • be part of a 24/7 EoL nursing service, providing EoL nursing in the community that is responsive to rapid changes in patients’ conditions, • be able to admit patients 7 days a week to the IPU so that we can help prevent hospital admissions and facilitate patients achieving their preferred place of death, • have a 7 days a week Multi-Disciplinary Team, able to provide a rapid response service across the PTHC catchment area, • have a strong clinical leadership team and engage fully with external stakeholders.

All of these achievements will enable us to look after more people, in the place of their choice, day and night.

riority 2 P c i g e t Stra Empower others We will empower others to provide high quality EoL care and to be seen as an authoritative voice at the decision-making table.

By 2019 we will; • have a lead role in delivering EoL Education & Training and be working towards PTHC being commissioned for this, • standardise clinical competency assessments in all nursing care settings to ensure they reflect national and local priorities, • have stronger relationships with selected care homes, • work with partners to develop bereavement & carer support services, • work in a more “joined up” way with NHS providers.

All of these achievements will help improve EoL care for our community across our region.

“It enhanced my communication skills and is going to help me handle different situations appropriately.

Also gave me in depth knowledge about Advance Care Plans.”

Care Home Assistant

3 Priority c i g e t a Str Generate sufficient in co

me

We will generate sufficient funds to enable us to deliver our clinical services and demonstrate that we are good stewards of the money donated to us.

By 2019 we will: • build on the success of fundraising initiatives and, in particular, with the increased clinical presence in the Guildford area, develop engaging events and funding propositions for all our donors, • focus on donor retention and support for all areas of individual giving so that our supporters continue to enjoy supporting PTHC and maintain or increase their giving, • focus on the fundamentals of successful charity retail to increase our profitability of the retail business, • support all PTHC staff and volunteers in promoting PTHC as the local charity of choice, • improve and extend our marketing and communications activities across our whole catchment area, • explore and develop new income generation opportunities, • seek to increase our statutory funding to achieve greater equity with other hospices.

All of these achievements will enable us to have more funding to develop our clinical services.

riority 4 P c i g e t Stra Independent and effic

ient

We will remain an independent organisation and demonstrate organisational efficiency and effectiveness.

To achieve this we will continue to: • deliver robust HR, IT, estates and finance processes, • have a satisfied and motivated group of staff and volunteers, • ensure business and governance processes are reviewed and benchmarked, • have a fit-for-purpose estate that reflects the needs of our clinical and support services.

All of these achievements will enable us to ensure our clinical services are delivered by a motivated team, whose work is supported by efficient and effective processes.

“...your care allowed our Dad to spend his last few weeks with our mum, not as her carer as he had been over the last two years, but as her husband.”

Relative

“...she thought hospices were places you went to die, not where you could get all this help to live in your own home.”

Patient’s friend

Phyllis Tuckwell Hospice Care Waverley Lane, Farnham Surrey, GU9 8BL Tel: 01252 729400

Phyllis Tuckwell Memorial Hospice Ltd. Limited by Guarantee.

Incorporated in England and Wales. Registered No. 1063033 Registered Charity No. 264501 Copyright ©PTH 2016

April 2016

www.pth.org.uk