CQC upgrades rating of The Hospice of the Good Shepherd to outstanding

The Care Quality Commission (CQC) has upgraded the rating of The Hospice of the Good Shepherd in Chester from requires improvement to outstanding following an inspection on 10th and 11th March.

The Hospice of the Good Shepherd, run by an organisation with the same name, supports adults aged 18 and over with incurable, life-limiting illnesses, as well as their families. It has 10 inpatient beds, it also provides a variety of day services, many of which are delivered at a dedicated wellbeing centre.

CQC carried out this inspection as part of its routine monitoring of services. At its last inspection in August 2024, it was in breach of regulation regarding safe care and treatment. Due to improvements found at this latest inspection, this hospice is no longer in breach of this regulation.

CQC has upgraded the rating for how well-led it is from requires improvement to outstanding. Safe and responsive have improved from requires improvement to good. Effective and caring have improved from good to outstanding

Gill Hodgson-Reilly, CQC deputy director of hospitals in the north west, said: 

“At The Hospice of the Good Shepherd we found a service committed to providing exceptional care during some of the most difficult times of people’s lives. People were extremely positive about the care and support they received and described staff as being respectful, supportive and delivered care in a safe and confidential way. It was clear they had listened and acted on the findings from our last inspection.

“This positive feedback was reflected in a survey which showed 100% of people’s overall experience was rated as outstanding or good. The hospice had also received 298 compliments which demonstrated that kindness and compassion was embedded in its culture.

“People were also complimentary about their bereavement counsellor and described them as an asset to the hospice and told us that they’d changed their life for the better.

“Leaders were also committed to looking after the welfare of its staff. A range of activities were arranged outside of work to give them the opportunity to connect with each other away from their routine work pressures. This was to promote wellbeing and provide a sense of community. This also helped reduce staff turnover and sickness absence rates.

“Staff and leaders at The Hospice of the Good Shepherd should be proud of the many positive findings in our report, which highlight their exceptional and important care and support.” 

Inspectors found: 

• The hospice made sure it had all the information it needed about people before they were admitted to the service, so they could care for them safely.
• Staff helped people to understand and manage their care. They spent time getting to know families, so they could communicate in a way that worked for them, so they could provide the best support.
• Managers were visibly present on a daily basis, and staff felt able to approach them with any concerns. Also, debriefing sessions took place following challenging events to ensure staff and people using the service had the support they needed.
• The hospice supported a homelessness project by providing outreach counsellors for people experiencing homelessness. This was part of its commitment to improving access for groups who often experience poorer outcomes in palliative and end-of-life care.

The report will be published on CQC’s website in the coming days.  

CQC uses feedback from people using services, their loved ones, and staff to help detect any changes in care. CQC also uses this information to help it decide when and where to inspect.  If there is evidence people are at immediate risk of harm, CQC can and will take action to ensure that people are being kept safe.

CQC encourages people to give feedback about their care to via the details below.

1. Give feedback via the website
2. If you are deaf or hard of hearing the SignLive and text relay service enable you to give feedback in BSL or via the Relay UK app.
3. Telephone - 03000 616 161