We are your HospiceAnnual Review 2018-19

About Us

St Peter’s Hospice is Bristol’s only adult hospice. We have been looking after people in our area (Bristol, South Gloucestershire, North Somerset and parts of Bath and North East Somerset) for 41 years. Our commitment is to contribute to improving the quality of life of patients with life limiting illnesses while extending care and support to their families and loved ones. Our main building is at Brentry and our Community Nurse Specialist team have bases in Staple Hill, Long Ashton, Brentry and Yate, making it easier for us to provide accessible care and support across this large geographical area.

About Us

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Contents

Welcome 3

New Inpatient Unit 4

Patient Care 6

Education 9

Volunteering 10

Communications 11

Income generation 12

Financial summary 16

Looking ahead 18

The review also reflects how, besides money, our supporters have also generously donated their time as volunteers – without whom we would not be able to achieve much of what we do.

We do not take this generosity for granted. We know we must work hard to maintain the excellent reputation St Peter’s Hospice enjoys, and part of that involves changing what we do in order to meet the developing needs of our patients and families in the 21st century. We will continue to expand and enhance our services to meet patient needs both at the Hospice and in the community.

So thank you to everyone who has supported the Hospice, whether by donating money, buying from or giving to our shops or volunteering in so many ways. I hope you will want to support St Peter’s Hospice in the coming year to enable us to continue the work you will see so clearly illustrated in this review.

Simon CaraffiChief Executive

Welcome2018/19 has been a remarkable year in the life of St Peter’s Hospice, during which we have completed a major rebuild of our Inpatient Unit (IPU) to produce a hospice fit for the 21st century. We are very proud of the new IPU, which opened in November 2018 and isappreciated by the patients and their families who use it. During the build we maintained all our other services, both at Brentry and in the community, and our staff and volunteers worked hard to ensure any disruption did not impact on patients.

St Peter’s Hospice provides the only adult hospice care to a population of almost one million people. Our services cost £22,100 a day to run and the NHS funds only 21% of this; so the remainder has to be raised from charitable donations. We know from patient and family feedback how valued our services are, but they are only available thanks to the generosity of so many people.

This Annual Review is one way for us to say thank you to our community for all your support over the past year, by showing you how you have raised the funds we need as well as how we have spent them – and how many lives have been affected by your generosity.

Welcome

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New Inpatient Unit

2018 saw the successful completion of the rebuild of our Inpatient Unit at Brentry, as well as a new Coffee Shop and social hub. The Hospice now has an Inpatient Unit fit for the 21st century, providing patients with a physical environment to match the excellence of the care we provide.

The rebuild was made possible by the £2.74m raised during the Room to Care Appeal. Actress and Room to Care Appeal Patron Caroline Quentin joined us in November 2018 to announce the success of the appeal and open the new Inpatient Unit.

Some of the new features of the Hospice include:

• Private, enlarged patient bedrooms with ensuite bathrooms and facilities for visitors to stay overnight

• Dementia-friendly rooms and an enclosed garden safe for patients with any form of cognitive impairment to explore

• Family lounges and quiet rooms plus a sanctuary for quiet reflection, prayer or meeting

• New enlarged Coffee Shop and social hub with indoor and outdoor seating, serving hot and cold food, drinks and snacks

New Inpatient Unit

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• Fully-equipped hairdressing salon for patients

• Remodelled gardens specially designed for patients and families, accessible from all patient rooms, with patio space for beds to be taken outside

Coffee Shop

Services Overview

All our patient services were affected to some extent by the rebuilding of the Inpatient Unit but we were pleased that at no stage did we have to suspend any services. The day-to-day running of the Hospice’s support functions also suffered some disruption but these were well-managed in collaboration with our contractors.

The total number of patient referrals increased for another year, by 17% on 2017/18, and we were able to develop certain service areas in line with our plans.

Patient Care

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+17%Patient referralson previous year

Patient care activity 2018/19

Number of new referrals 2,887

Community Nurse visits 8,033

Inpatient Unit bed days occupied 3,818

Hospice at Home care hours 17,191

Day Hospice attendance 1,926

Advice Line calls 4,317

Patient Care

During most of this year our Inpatient Unit (IPU) continued to operate from its temporary site at Keynsham while the Brentry site was rebuilt. The temporary unit functioned very effectively, and the IPU staff worked hard to ensure their usual very high standards of care were delivered. Despite the site’s limitations, such as no readily accessible outside space, feedback from patients and their families was very positive and scoring on the ‘iWantGreatCare’ satisfaction survey remained high.

The newly rebuilt 15-bed unit opened to patients at the end of November following an intensive period of activity to re-equip and refurnish it and provide staff with the necessary training. All 15 rooms were available to patients within two weeks, thanks to the leadership of clinical managers and the co-operation of all staff. Since opening, the new unit has received excellent reviews from patients, families and staff, and achieved 98% bed occupancy from January 2019 to the end of the financial year.

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98%Bed occupancy

in our Inpatient Unit

Patient Care

We had 467 responses this year to our ongoing patient survey (iWantGreatCare.com). 93% said they were “extremely likely” and 4% “likely” to recommend our service. We received one written and eight verbal complaints this year, and five other concerns were actioned. We also received 264 written compliments (cards and letters).

Service DevelopmentWe developed our Community Nurse Specialist (CNS) service by recruiting two Response Nurses which has enabled us to manage referrals better. This has been a very successful initiative, improving response time to urgent referrals without disrupting planned visits by the local CNS teams.

We also began our programme to gain non-medical prescribing qualifications for selected CNSs. Non-medical prescribing allows health professionals who are not doctors to prescribe medicine, enabling a faster, more efficient service for patients and improved continuity of care.

The Hospice joined Project ECHO (Extension of Community Healthcare Outcomes), a community of practice that shares learning and support to improve end-of-life care, particularly in local care homes.

Staff recruitment included:

• The new post of Deputy Director of Patient Care to provide more capacity in clinical governance and quality

• A rehabilitation assistant to increase capacity in our Therapy team

• A middle-grade doctor to join the medical team and enable more efficient use of consultant time

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Patient Care

93%“Extremely likely”

to recommendour service

Improvedresponse times

to urgentreferrals

Patient reviews on

iWantGreatCare

Education

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Education

The Education department is a valuable service within St Peter’s Hospice, helping to improve standards of end-of-life care both internally and externally.

The Education department maintained consistently high quality delivery for the University of West of England, delivering modules for BSc and MSc courses and for professional candidates. Student numbers have been sustained and increased for the module delivery planned for the coming year.

We continued to provide external agencies, such as Bristol Community Health, South Gloucestershire Council, Avon Local Medical Committee, Health Learning Partnership, care homes and other clinical and medical colleagues across Bristol with a significant range of end-of-life care education and training opportunities, reaching up to 100 colleagues in the area.

Volunteering

Volunteer Resources provides our clinical and commercial teams with a motivated, trained and supported volunteer workforce. With 20 varied and individual roles, our 1,500 volunteers contribute more than £2m of in-kind support. The 2018/19 year has seen the re-integration of volunteers at Brentry after the Inpatient Unit rebuild. A substantial amount of planning and training has been required, including new Information Governance training, expanding the Coffee Shop role, recruiting a hairdressing team, new gardeners and a broadening of the IPU role. Brentry volunteers have risen to the challenge and we’ve been encouraged by a significant increase in younger volunteers.

The number of retail volunteers continues to hold steady despite a decrease nationally. This year we’ve built on the rollout of the retail recruitment toolkit and produced a new volunteer handbook that ensures consistency of mandatory training. We have also introduced new safeguarding training and Disclosure and Barring Service checks for retail managers to keep the working environment safe.

Volunteering

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Volunteer drivers transport patients a distance of at least twice around the world every year

• Shop volunteers alone contributed the equivalent cost of 52 days of patient care – or more than £1m in cash terms

• Hospice Neighbours made over 1000 visits to patients in their own homes

• Volunteer gardeners shifted 20,000 litres of kitchen and garden compost per year – that’s a lot of …manure!

• Volunteer complementary therapists delivered nearly 500 sessions to patients in Day Services and the Inpatient Unit

• Pre- and post-bereavement support volunteers gave 530 sessions to families who lost a loved one

• Spiritual care volunteers provided comfort and solace to nearly 800 patients

• Nearly 500 fundraising volunteers donated more than 2,000 hours to help us plan and run our fundraising events, as well as helping with fundraising office administration

Communications

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£2.3 million

Publicity generated gave the Hospice media coverage equivalent to

in advertising.

Communications

The Hospice was once again prominent in the local and regional media, with regular stories and appearances in the Bristol Post, North Somerset Times, Gloucestershire Gazette, the local Voice series, BBC Radio Bristol, BBC Points West and ITV Westcountry.

Digital

Our social media channels on Facebook, Twitter, Instagram and LinkedIn continue to engage our audiences, with our Facebook following increasing 6.3% on the previous year.

We continued to use film to promote our work, including a dedicated Christmas film featuring staff, volunteers, patients and families which reached 19,000 people on Facebook.

All 51 of our shops, and our ebay store, now have Insta-gram accounts to interact with their local communities and promote their goods.

Our website had more than 124,000 visitors during 2018/19, providing information for patients and families and raising revenue through fundraising event registrations and donations.

Income Generation

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21

9%

shops nowhaveincreasedselling space

Net incomeincreased by

Retail

Our retail operation of 51 shops and an eBay shop delivered a net income, including gift aid, of £2.03m. This represents a 9% increase over 2017/18, in spite of continued salary pressures and reduced prices received from recycling merchants for donated clothing that we were unable to sell in our shops.

We continued to invest in our shops through additional space expansions, refurbishment and upgrades, the result of which is that two-thirds of our retail estate has been modernised over the past three years.

Our inaugural Furniture & Home shop in Brislington has proved to be a great success, with first full year sales exceeding target. The shop has also provided us with the platform to launch our House Clearance service, which is now going from strength to strength. We remain on the lookout for other furniture shop opportunities, particularly in the North and West of our catchment area.

Our shops provide real career opportunities for local people. We employ 208 staff throughout our retail operation and there were 28 internal promotions in 2018/19.

Retail highlights include the following:

• Completion of our ‘Space Release’ programme, which increased the selling space in 21 shops

• A gradual expansion in our sale of New Goods, in product areas where we receive low donations, has resulted in additional income equivalent to that of a new shop

• As the ultimate ‘green retailer’, many of our shops have embraced social media to trumpet the many benefits of pre-loved clothing

• A customer service programme has been delivered to all shop staff and volunteers

fundraising at work, donating through a trust or leaving a gift in their will, we are so grateful for all this support, which enables our vital work to continue.

Room to Care AppealThe Room to Care Appeal, launched publicly in October 2017 with the ambitious target of raising £2.53m towards the cost of our new Inpatient Unit, closed with income totalling £2.74m; £212,000 over target. This tremendous success was attributable to the countless trusts, companies and individual supporters, who rallied to this once-in -a-generation opportunity to create a Hospice for Bristol that is fit for the 21st century. We are extremely grateful to everyone who helped deliver this outstanding achievement.

GDPRIn order to ensure compliance with General Data Protection Regulations that came into force in May 2018, we reviewed and updated all of our policies and practices relating to personal data. We provide all of our supporters with clear and easy opportunities to change their communication preferences at any time and our Privacy Notice, outlining how we use supporter data, is available on our website or by calling our reception.

Fundraising

Fundraising for core services generated a net contribution after costs of £1.29m in 2018/19. This was £21,000 above budget, and delivered on top of income generated by the fundraising team for the capital appeal for the new Inpatient Unit.

We were supported across the year by so many wonderful individuals, and we also had a few famous faces lending their support to our cause. Joanna Lumley hosted the Ruby Dinner, a black-tie event at Badminton School, raising an amazing £115,000 for the Room to Care Appeal.

We were thrilled to be selected as the Charity Partner for the Bristol International Balloon Fiesta. The 2018 event saw both the Hospice and the Fiesta celebrate their 40th anniversaries and it generated over £11,000 through public donations, a raffle and the sale of merchandise. The partnership spans two years and so our army of fantastic volunteers will be out in force again in August 2019.

The Hospice’s lottery scheme, ‘Local Lotto’ continues to grow and exceeded the 7,000 player mark in 2018/19, generating £350,000 for the Hospice.

As with every year, we were overwhelmed by the number of people choosing to fundraise or donate in memory of a loved one who had been supported by the Hospice. Whether setting up a regular gift, running a half marathon,

Income Generation

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£2.74m raised by theRoom to Care Appeal

Ruby Dinner

Bristol International Balloon Fiesta

Ruby Dinner

Tour de Bristol

Our income 2018-19

Financial Summary

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Income area

Gifts in wills

2018-19 2017-18

£2,633,000

Retail £8,001,000

Fundraising*

*Donations, merchandising and fundraising events, lottery (includes capital appeal income of £892k in 2018/19 and £1.7m in 2017/18)

£3,269,000

Investments £521,000

NHS England service funding £1,814,000

Education course fees £92,000

TOTAL £16,340,000

£3,187,000

£7,671,000

£4,170,000

£578,000

£1,913,000

£128,000

Other £10,000 £11,000

£17,658,000

Gifts in wills Retail Fundraising

Investments NHS funding Other79%£2,633,000

of our income came from the public and 21% from the NHS

We receivedGifts in wills totalling

Our expenditure 2018-19

Financial Summary

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2018-19 2017-18

*Including new Inpatient Unit project costs of £570,000

Expenditure area

Hospice Care £8,256,000*

Retail £5,971,000

Fundraising and Commercial Administration

£1,268,000

Education £382,000

Investment costs

£92,000

TOTAL

£15,969,000

£7,442,000

£5,814,000

£1,201,000

£380,000

£72,000

£14,909,000

Hospice Care Retail Fundraising

Education Investment costs£22,100In 2018/19 Hospice Care cost

a day

Following a number of years of very strong legacy income, we will be refreshing our approach to gifts in wills to ensure this remains a major source of income for us in the future.

RetailWe continue to seek new shops, either temporary pop-ups or permanent, in order to expand our operation.

We will continue to selectively expand our range of new goods to complement our existing product offer.

We will look for ways to maximise revenue from unsold goods, given the continuing price falls being experienced in the recycling market.

CommunicationsCommunity engagement initiatives, including participation in external events such as Bristol Pride, will be a big focus in 2019/20 as we promote access to our services for all.

New films will be made and our website will be reviewed to provide more accessible information for patients and families.

You can read the full St Peter’s Hospice Annual Report and Accounts on our website: stpetershospice.org

Looking Ahead

Following the very successful rebuilding of our Inpatient Unit we will be placing greater emphasis on the work we do within the community. This focus on community engagement will apply to all areas of Hospice activity, clinical and non-clinical. By way of example, we have appointed a fixed term Clinical Community Engagement Lead to improve accessibility to our services across all Greater Bristol communities.

Patient CareWe will be expecting a Care Quality Commission inspection during 2019/20 and have a clear ambition to yet again achieve grades of ‘good’ or ‘outstanding’ in all areas.

In addition provision has been made in the 2019/20 budget for the following enhancements to services:• Additional nurse specialist for our Access Team to manage the increased number of referrals and Advice Line calls, especially at weekends• A therapist to focus on children’s work in the Patient and Family Support Team, to enable an increased pre and post bereavement service for children• Continue to develop nurse specialists as non-medical prescribers

FundraisingOur core costs are increasing and we now need to seek 79% of our funding through our charitable activities.

Looking Ahead

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St Peter’s HospiceCharlton RoadBrentryBristolBS10 6NL

Tel: 0117 915 9400

Fundraising OfficeBlock C, Estune Business ParkWild Country LaneLong AshtonBS41 9FH

Tel: 01275 391 400

24/7 Advice LineTel: 0117 915 9430

stpetershospice.org

Registered Charity No. 269177

/stpetershospice