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149 Investing in quality improvement in a hospice – how it halved waiting times and is creating a new culture!
  1. Charles Daniels
  1. St. Luke's Hospice Harrow


Over the last 2 years St Luke's Hospice has invested in the use a Quality Improvement Framework – The Model for Improvement (IHI), across the whole organisation.

This involved an investment in a QI lead, back filling the clinical time, actively supporting staff to participate and investment in a partnership with NIHR Collaboration for Leadership in Applied Health Research and Care (CLAHRC).

There have been 3 key interventions.

  • Delivery of a QI programme to 3 cohorts of staff and volunteers.

    • 33 people have attended the programme (2 doctors, 7 nurses, 4 Patient support, 1 therapist, 7 clinical support, 8 non-clinical and 4 volunteers), and 20 QI projects have been undertaken.

    • The course has evolved and now has a more theory into practice, peer support, and trialling incremental improvement

  • Investment in a partnership with the CLAHRC to improve service in our Woodgrange Centre

    • We will show how we have improved our data collection

    • Halving waiting times in Our Woodgrange Centre

  • Invested in setting up the use of Care opinion as a way of improving the way we use patient stories to appreciate our staff and improve services.

This has been a process of parallel continuous learning. We will also share what we have learnt about leading such a process and what our staff have learnt along the way.

This will be helpful for anyone in a leadership role wanting to follow a similar approach.

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