• Quality & Governance

Quality & Governance

St Andrew’s Hospice Quality & Governance Framework
St Andrew’s Hospice has an internal framework through which, as a  voluntary sector provider of Hospice and Specialist Palliative Care, we can demonstrate accountability for and ensure continuous improvement in the quality of our services for patients and their families. Our Quality and Governance Framework aims to safeguard high standards of care and creating an environment in which excellence of care will flourish by :

  • Coordinating improvement within St Andrew’s Hospice in all its departments, concentrating on the core values of human dignity, compassion, justice, quality and advocacy
  • Promote equity of service provision and specialist palliative care education for patients and staff in Lanarkshire
  • Provide support and direction to staff with key responsibility for Governance, including Risk Management, in the following areas: Health and  Safety, Infection Control, Medicines Management, Care of Children and Vulnerable Adults, Audit and Staff Governance
  • Producing a Quality Development Plan at three year intervals, which is agreed in consultation with the Hospice Board of Trustees, which supports the concurrent Hospice Operating Plan
  • Promoting clinical audit and critical incident reporting as valuable tools to monitor and improve existing practice
  • Overseeing and monitoring progress in order to ensure that lessons are learned from complaints, adverse incidents and enquiries for the benefit of clinical services
  • Reviewing outcomes of care against local and national standards and guidelines with particular reference to Health Improvement Scotland
  • Ensuring service user participation incorporated into service provision.

To ensure we maintain a high quality of care, the Hospice has a comprehensive Quality and Governance structure in place which is responsible for ensuring there is a systematic approach to maintaining and improving the quality of patient care within the hospice. The responsibility for overseeing this process sits with the Integrated Governance Committee which is chaired by the Chief Executive, Bruce High.

For further information on our Quality & Governance department please call Wendy Cowper on  01236 772002 or contact us online.

St Andrew’s Hospice promotes a positive culture of actively seeking and acting upon the views of the people it serves and works with to continually improve the service it provides. The Hospice employs a number of policies and strategies to satisfy that end including the use of:

  • a robust Concerns and Complaints Resolution Policy,
  • an active Patient Satisfaction Strategy and
  • a User Involvement Strategy.

St Andrew’s Hospice regularly consults all users of its services including’ inpatients, outpatients and visitors about the services provided and their experience of using them. From the results, action plans are drawn up to resolve any issues which may be identified. Information obtained from these surveys are fed back to the relevant departments as well as being shared on the Engagement & Feedback Noticeboard located near the entrance to the ward.

Visitor Satisfaction Survey feedback

Patients and visitors are also welcome to submit any comments or suggestions by completing our ‘Comments, Suggestions and Complaints’ forms which can be found at reception or next to the Engagement and Feedback Noticeboard located near the entrance to the ward. They may also be submitted via our Contact Us form.