23 November 2022

Yesterday two CQC inspectors visited our palliative care service for Liverpool, in Community Care Division based in V7 building. Staff from across Liverpool and Sefton places were present.

Feedback

Inspectors attended the early morning palliative care safety huddle and then interviewed two members of the team, one nurse who has worked as part of the team for some time, and a new starter.

One of the CQC inspectors went on a joint visit to a patient’s home with a district nurse and palliative care nurse. When they returned to V7 they reviewed the patient’s case notes and records.

A presentation on the IMPACT model (our partnership with Marie Curie, Liverpool University Hospitals NHS Foundation Trust, and Woodlands Hospice) was shared, and the team was asked questions. Inspectors were really interested and positive about the model, suggested it should be shared wider, and that the team should explore its work being published. Inspectors visited the IMPACT Hub, joined a multidisciplinary team meeting, spoke to a coordinator, the palliative care lead and also to a Marie Curie Hospice consultant (as an external stakeholder).

Today the inspectors want to look at patient records and speak to more of our staff. They have decided not to visit Litherland Town Hall site as their requirements are being met at V7.

Inspectors referred to patient information and videos on our Trust website, and fed back that they had watched videos and read the service information. Please take a few minutes to check your service information is accurate on the website and email: communications@merseycare.nhs.uk with any tweaks or updates.

Only a few questions were asked about Knowsley palliative care service, such as:

  • Do we offer specialist learning disability and dementia training as mandatory?
  • How do we respond to pressures?
  • What the themes are with sickness absence in the team and the impact this has on service delivery?
  • Are senior leaders visible and do staff feel connected to them?
  • Who answers the phone in Single Point of Contact?
  • What is the patient pathway into IMPACT?

General feedback from the inspectors was that they had a really positive experience and there were no immediate changes required. Inspectors will return to V7 this morning and we will receive more feedback later today. The inspectors shared how our staff are friendly, welcoming, open, and honest. On Thursday and Friday, they will be phoning patients, carers, and family members for feedback on their experiences of accessing our services.

Appreciation and thanks

A huge thank you to all staff who have been involved and supported the inspections so far. It’s really warming to hear how you have proudly shared your experiences, stories, and commitment to the delivery of safe and high quality care.

The data requests from CQC continue, we have 48 information requests for palliative care to be returned by Friday. Your continued support with gathering the information is hugely appreciated.

If inspectors arrive at your service, please remember to immediately contact: CQCTeam@merseycare.nhs.uk and your divisional leads to raise awareness that an inspector is on site. The inspection provides us with valuable opportunities to showcase and share the excellent and compassionate care we deliver each and every day.

Our extranet contains lots of practical information and the staff handbook has handy tips to help with preparation for a CQC inspection: https://yourspace.merseycare.nhs.uk/CQC-visits.

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