Quality of our care

LOROS is committed to promoting the wellbeing of all adults and children who use our services and ensuring that they live a life that is free from harm, abuse and neglect. We work in an open and transparent way and encourage staff, volunteers, patients and families to raise any safeguarding concerns. The professional lead for safeguarding adults and children is our safeguarding lead.

If you have any questions or require further information please call (0116) 231 3771.

We encourage patients, families and carers to provide us with feedback on an ongoing basis using ‘Tell us what you think’ forms that are available in a number of places around the Hospice and are also given to patients visited by our Community Nurse Specialist team and Compassionate Neighbours. These provide the opportunity to outline things we do well but also highlight any areas for improvement.

Results are displayed at the Hospice.

The group has an active membership which includes those who are currently or have recently accessed services at LOROS. The group helps us to ensure we are delivering the best care to patients and assists us in service improvements and developments at the Hospice.

At LOROS we are always striving to improve the care we provide to patients and their families. One way we achieve this is by undertaking audits to monitor our care against standards of best practice. 

This enables us to identify areas where our care is very good or excellent which provides reassurance to our patients and the public.  It also highlights areas where practices could be improved. In these circumstances we agree the necessary actions to ensure improvements and monitor progress through further audits. 

Outcomes of all clinical audits are monitored internally by the Clinical Governance and Development Committee and Board of Trustees.

Each year, LOROS produces a quality account which outlines key clinical improvement priorities for the coming year. 

Internally all areas of care provision are monitored hrough our Clinical Governance and Development Committee. Membership includes representation from the ntegrated Care Board (ICB), a lay member (patient/carer representative), and it is chaired by a member of the Board of Trustees. 

LOROS is registered with, and regulated by, the Care Quality Commission (CQC) and we are required to demonstrate compliance against a number of standards and quality outcomes.

All our patient information leaflets outline how patients and/ or their families and carers can make any comments or raise a complaint if they wish to, either internally or externally to the CQC.

Patients on the Inpatient Ward and Day Hospice are also asked if they are happy with all aspects of their care and if they know how to make a complaint should they wish to do so.

We use your comments to improve our services and activities. You can talk to any of our staff at any time. You also can complete our digital survey – you don’t have to give your name. You are also able to share feedback with the CQC. 

LOROS has always been committed to being open and honest with patients and their families when things go wrong. The duty of candour law means that we, as a healthcare provider, must be open and honest with our patients and families.

The Patient Safety Incident Response Framework (PSIRF) is the new way that healthcare organisations, including the NHS and hospices, look at patient safety incidents. 

PSIRF enables the development and maintenance of more effective patient safety incident response systems. It encourages more compassionate engagement and involvement for those affected by patient safety incidents and gives staff involved support and space for reflection 

PSIRF helps us to understand how incidents happen, allowing us to learn and improve and, in turn, create a safer care system. 

Our plan sets out how we intend to respond to patient safety incidents over a period of 12 to 18 months.  The plan is a live working document that will be updated when any changes and improvements have been made to our processes and with any learning from patient safety incidents.