Annual Review 2016 - 2017
Martlets Hospice, Wayfield Avenue, Hove BN3 7LW www.themartlets.org.uk
Registered Charity number 802145
2 | Martlets Annual Review 2016 - 2017
Welcome
Contents Welcome
02
Vision, Mission & Values 03 Hospice Facts 04 Our Care Overview 05 Fundraising Snapshot 06 Financial Summary 07 Hospice at Home Outpatient & Supportive care
08/09 10/11
Family & Patient Support
12
Martlets Helped us Marry
13
We are delighted to welcome you to this year’s Annual Review, which highlights our achievements from April 2016 to March 2017. Our success is made possible by you, our supporters: without you the care we provide simply would not be possible. Over the last year, one of our key objectives has been to increase our reach across Brighton and Hove and into neighbouring areas. A huge part of our success has been made possible by the further developments within our community services, which allow people to be assessed, supported and cared for in their own homes in addition to accessing provision through our day services based at the hospice. We know that a significant number of people do not access hospice care services. Our objective is to understand continually the barriers preventing such access and to change the perceptions of hospice care wherever we can. We are here to enable people to do the things they love, with the time they have. Our life-changing hospice care gives people living with terminal illness hope, purpose and possibility – a message that is reflected in our core values and new mission statement, which you will find in this review.
Structure, Governance & Management
14/15
Our Top Dogs: Martlets Snowdogs
16/17
Learning & Development
18/19
Looking Ahead Our Future Focus
20/21
Finally, you may have heard in the news about the tremendous success of the 2016 Snowdogs campaign: in addition to raising £310,000 for Martlets, it also contributed a staggering £10m to the local economy! We are delighted to announce that next year we will be hosting another art installation across Brighton and Hove. Our beautifully painted snails will hit the city in Autumn 2018, reminding our community to slow down and take time to enjoy life with their loved ones.
Our Thanks
22/23
On behalf of everyone here at Martlets, thank you for all your wonderful support.
With very best wishes, Imelda Glackin Chief Executive Officer
Juliet Smith Chairman of Trustees
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Our Vision We want everyone affected by terminal illness to know they can still feel hope, purpose and possibility.
Our Mission We are Martlets. We provide people affected by terminal illness in Brighton and Hove and neighbouring areas the very best care and support. And we do far more than that because we’re part of what makes our local community such an amazing place. We help people do the things they love with the time they have. Our life-changing hospice care gives people living with terminal illness hope, purpose and possibility. And we bring our community together to support families and individuals coping with bereavement. We’re at the heart of Brighton and Hove.
Our Values We care.
For our patients and their loved ones, our teams, and our wider community. It’s why we’re here.
We’re skilled.
We’re great at what we do and proud of how we do it.
We move mountains.
The minimum, the necessary, and the prescribed treatment. We go beyond all these to make people smile.
We’re open.
We’re positive and we’re always clear, honest and down-to-earth. We care immensely for the people we look after and will always talk openly and sensitively about life’s challenges.
We’re together.
We are committed to our community and we’re privileged to be such an important part of it.
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Hospice Facts
In-Patient Unit
Providing 24 hour care
306
86% of IPU patients have been diagnosed with cancer
Day Services
304 VISITORS
65% 35%
ADMISSIONS
died in the supportive and caring environment of the hospice returned home, their pain and symptoms managed by our team
Supportive care for people living at home
252 52
patients
carers
49
volunteers helped to deliver Day Services
Our Day Services Volunteers include: Complementary Therapist Choir Benefits Adviser Choir Event Coordinator
Complementary Therapies: Massage Reflexology Shiatsu Reiki Acupuncture Aromatherapy EFT (Emotional
Administration Hairdresser Art Therapist Tai Chi Facilitator
Freedom Technique) Gardening
Mindfulness Facilitator Life Writing Facilitator
Martlets Annual Review 2016 - 2017 | 5
Our Care Overview
Hospice at Home
3,936 VISITS
to patients or carers
333 45
patients seen for end of life care patients supported with respite care
The majority of visits for end of life care are between 1 and 2 hours
Patient & Family Support
Palliative Care Partnership
38,792
FAMILY & FRIENDS SUPORTED
ca
over a year
6-12 months
3-6 months
under 3 months
once
Fundraising
Day Services
32%
io n
a ls
1,200
In-Patient Unit
Hospice
88%
to
of calls took place during the week
3% night calls
Learning & Development
Trading
Patient & Family Support
ss
fe
Volunteers
52%
ts
to
Length of bereavement support
alth care pro
SESSIONS
16%
he
2,680
to pa tie n
rers
484
PHONE CALLS MADE & RECEIVED
539
health professionals, staff and volunteer attended
875
VOLUNTEERS
DAYS OF TRAINING & EDUCATION
Communication skills
Resilience and mindfulness wellbeing
Bereavement and loss
Symptom management
Oxygen administration
Fire warden training
6 | Martlets Annual Review 2016 - 2017
Fundraising Snapshot Money Raised
LOTTERY
SNOWDOGS BY THE SEA
£552,000 £310,000 HOVE CARNIVAL
MARATHONS
£11,892
£64,475
HALOWEEN BALL
£30,000
MIDNIGHT WALK
£29,000
ZUMBATHON
SANTA BUS
£13,320
£15,343
POOCHES ON THE PROM
£4,585
LIGHT UP A LIFE
£11,540
Martlets Annual Review 2016 - 2017 | 7
Financial Summary How we raise income
NHS Grants & Contracts ............................................................ £1,479,000........... 24% Gifts in Wills (Legacies) ............................................................... £1,355,000........... 22% Fundraising Events & Donations ............................................ £910,000 ........... 15% .
Total Net Income £6,123,000
Investment Income ........................................................................... £647,000............ 11% Martlets Lottery ..................................................................................... £552,000............... 9% Retail ................................................................................................................ £546,000............... 9% Charitable Trusts ................................................................................... £298,000 .............. 5% .
Martlets Care Agency .........................................................................£154,000 .............. 3% .
Other ................................................................................................................ £182,000 .............. 3% .
TOTAL ............................................................................................................ £6,123,000
How we spend it
Clinical Services ............................................................................... £3,762,000........... 69% Support & Infrastructure ........................................................... £1,729,000........... 31%
Total Expenditure £5,491,000
TOTAL ............................................................................................................ £5,491,000
For every £1 donated Spent on delivering our care and support £0.90 Spent on fundraising to secure further income £0.10
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Hospice at Home Our Hospice at Home service provides support for people in their own homes, seven days a week. It’s a vital part of the hospice care we provide to people in and around Brighton and Hove. Hospice care isn’t just about providing the prescribed treatment in our In-Patient Unit at the hospice in Hove. We reach far more patients and their families by providing care directly in their own homes, making them feel comfortable and at ease wherever they choose. The Hospice at Home service is part of the wider Palliative Care Partnership, which along with Sussex Community NHS Foundation Trust, provides ‘the hub’, a 24-hour telephone support and advice to patients, families and professionals. In the year 2016-2017, this accessible service dealt with 38,792 phone calls. The Hospice at Home team saw 333 patients for end of life care and 45 patients for respite support, making a total of 3,936 visits and supporting 168 patients as they died at home. “I was made to feel that I could contact the Martlets at any time in the future if I felt I needed to. The Martlets Hospice gave her the most dignified and caring ending, we are all so grateful to you.” Patient’s relative
Benefits Advice - Here to Help Dealing with a serious illness is hard enough without the added worry of being unable to work and the stress that paying the bills can bring. We support patients who are facing financial uncertainty by providing advice and help in applying for the benefits that they are entitled to. Charlie Howe from the Benefits Advice Service, explains: “Many people feel awkward about applying for financial help, often saying they’ve worked their whole lives and never had to resort to it before. However, I see this as being precisely the reason we should help them apply.” Within the year, the service received 372 new referrals, a mixture of face-to-face appointments at the hospice, home visits and telephone conversations. A total of £1.1m has been claimed on behalf of the service users within the financial year.
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Outpatient and Supportive Care Helping People Live Life to the Full Patrick Barclay-Ball, our Day Services Manager, explains what the team does and talks about our pilot clinic in Peacehaven. Hospices do so much more than provide end of life care. At Martlets, we often see and treat patients for years, helping them to manage their illness and to support them. We help them to live their lives to the full. Our Day Services focus on holistic care: physical, psychological, social and spiritual wellbeing, and we try to tailor things so that they are right for the needs of that individual. We offer a range of services that patients and their carers can have on a one-to-one basis or in a group setting. This includes social groups, physical therapies and wellbeing activities such as mindfulness classes and art therapy sessions. We even have a gardening group and a choir. We also offer a range of complementary therapies which can help people relax and destress including massage, shiatsu, acupuncture, Reiki, and reflexology. Whilst many people are able to get to our hospice in Hove to access our Day Services, we know that some of our patients living in Peacehaven and Newhaven are often unable to make what can be quite a long journey to our hospice on a regular basis. So we’re trialling a satellite clinic in Peacehaven at the Anchor Healthcare Centre. This clinic will take place one day a week and it will enable our patients to access Martlets Day Services closer to their homes. It’s still in the pilot stage and will run for the next six months for our current patients.
If it’s successful we hope to open a permanent clinic in Peacehaven and will also look at whether we can offer further supportive services to our Peacehaven patients and their carers. Patrick Barclay-Ball Complementary Therapies Our complementary therapy coordinators manage a team of 20 skilled volunteer therapists who deliver a wide range of therapies to patients and carers both on the In-Patient Unit and in Day Services. Therapies currently offered include acupuncture, massage, emotional freedom technique (EFT), Reiki, reflexology and shiatsu. “All the staff from the receptionist, social worker, nurses, doctors, cleaning staff and volunteers were so kind and caring.” Patient’s relative
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Family and Patient Support One of the ways our Counselling and Bereavement Service is helping people is through a new group that brings people together to talk, to share stories and to smile again. Most of us will, at some point in our lives, experience the death of someone close to us. However, it is not until this happens that you realise just how devastating and overwhelming this can be. Martlets supports the bereaved in many different ways; grief is a natural reaction to loss and each person has their own unique and individual experience. Jane Cato, our Counselling and Bereavement Manager, explains more about the new group: “Grief can leave you feeling lost and lonely. It can strip away your confidence and what was an easy everyday task can now leave you full of doubt and questioning yourself. “Many bereaved people tell me how hard they find social situations after someone close to them has died. Some people say that they felt so guilty when they found themselves laughing, and others talk about how tired they are of having to explain to every new person they meet that they have recently been bereaved. They feel it sets them apart from everyone else. “I thought it would be a good idea to set up a new bereavement group. It’s a space where people can meet others in a similar situation to them, make new friends, talk and feel they have permission to have a bit of fun too. “What started as the germ of an idea has now developed into a thriving Bereavement Social Evening. We meet monthly and have a series of activities, talks, quizzes and entertainment followed by a cup of tea or coffee and a piece of cake.
We know that everyone feels sad and has good and bad days, but our social evening gives people an opportunity to be themselves in a supportive and safe way as they grieve and find their next steps.” “Grief can leave you feeling lost and lonely. It can strip away your confidence and what was an easy everyday task can now leave you full of doubt and questioning yourself.”
Bereavement Service Our bereavement service forms part of the Family and Patient Support Team, and consists of four part-time qualified counsellors available for one-to-one counselling and trained bereavement volunteers who visit people in the community. In the year 2016 - 2017, a total of 141 clients were seen by the bereavement service and attended 703 individual counselling sessions. The Family and Patient Support Team consists of counsellors, a chaplain and social workers. The team supports patients and their families on the ward and also visits people in the community, both in their own homes and care settings. During 2016 - 2017, 1,535 sessions were provided to family members on the In-Patient Unit by the chaplain and social worker. The community social worker coordinates the community visiting volunteers who provide support to patients and families. During 2016 - 2017, the team of 11 community visiting volunteers provided 197 hours of support to 19 patients.
“Mum’s care at the end of her life was exceptional. The hospice not only cared for my mum but also our family.” Patient’s relative
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Martlets Helped us Marry When John Ling became a patient of Martlets in January 2016, the last thing he and his partner Richi Blennerhassett were thinking about was getting married. Here’s Richi’s story: John’s cancer had been getting steadily worse and he took the decision to go into Martlets; quite simply he didn’t want me or his daughter to have to deal with his passing at home. It felt strange. Not just for it marking the beginning of the end, but for so long I’d looked after John’s day-to-day needs and now someone else was going to be cooking his meals. “What I didn’t realise was that this would give me the chance to just be with John. I could appreciate every moment with him. John told me that the hospice chaplain had mentioned that we could get married if we wanted. I said, “That would be great,” knowing this was us making plans that may not happen. The next day, John greeted me with the news that we could get married two days later, on the Friday. We told John’s daughter, Amy, and got as many friends and family together as was possible at such short notice. The chaplain and our social worker guided me through the process and made appointments for me at the registry office. Thursday was spent getting legal paperwork together, visiting the registrar, ordering buttonholes and finding wedding rings. Friday came and I spent the morning with John getting ready. Holding his hand and keeping him calm, not showing my own nerves and cherishing every moment with this wonderful man. The staff lined the halls as we moved into the Sanctuary where the service would take place. A choir leader sang Fields of Gold by Eva Cassidy. I can’t actually remember the words but I remember crying and feeling so proud to call this man my husband. That night, the hospice staff moved an extra bed into John’s room so that we could spend our wedding night lying together. I’d really missed lying next to him, so this was extra special. It was just one of those little things that Martlets did. I feel so thankful that Martlets exists.
Not just for those whose lives are ending, or those that need some respite, but for those left behind: husbands, wives, partners, sons, daughters and caregivers who get to spend those last precious moments just holding the people we love. Thank you. Richi Blennerhassett
Richi with his step daughter
In-Patient Unit In some instances, it isn’t possible to care for people in their own homes. When care and treatment is required around the clock, patients come to our In-Patient Unit at our hospice located in Hove. In 2016 - 2017, there were 306 admissions to the In-Patient Unit and the average length of stay was 16 days. 58% of patients stayed on the unit for end of life care. 87% of patients had a diagnosis of cancer and the remaining 13% of patients had conditions such as Motor Neurone Disease, Heart Failure and Chronic Respiratory Disease.
14 | Martlets Annual Review 2016 - 2017
“We were looked after so well, nothing was too much trouble. I really don’t know how I could have gone through those dark times without the care and understanding of all the staff.” Patient’s relative
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Structure, Governance & Management Martlets is an independent charity. Our mission is to provide people affected by terminal illness in Brighton and Hove and neighbouring areas the very best care and support. We are incredibly proud of the work we do and the way we care for individuals and families who need us. We are not just about providing our patients with the prescribed treatment – we do far more than that to make people smile. Our Board of Trustees meet on a bi-monthly basis, while our sub-committee delves into further detail about the developments that are important to the running of the hospice. These bodies ensure all aspects of our work are compliant with government regulations and address the needs of the people our work impacts.
We care. For our patients and their loved
ones, our teams, and our wider community. It’s why we’re here. Martlets is reviewed periodically by the Care Quality Commission, with the last on-site inspection taking place in December 2015. The hospice received an overall rating of ‘good’, with our care reaching an ‘outstanding’ mark.
We’re skilled. Martlets inspires and
motivates people to learn and grow in their areas of expertise. We provide our staff and volunteers with the opportunity to improve their skills to the highest possible level. This means we can continue to respond to the ever-changing needs of our patients. We are an organisation of passion and compassion and move away from rhetoric and toward humility. Here, we don’t operate with arrogance, but with experience and purpose.
We move mountains. Our staff and volunteers will always go the extra mile and find a way to achieve something for a patient within compliance. We have an integrated team that is flexible and adaptable to ensure that even when something seems impossible, our team makes it happen.
We’re open. Everything we do at
Martlets relies on our open and transparent culture. We operate a no-blame culture for our staff and volunteers, ensuring that within all areas of compliance and safety, we have room to discuss better ways of working and caring.
We’re together. Every member of
the Martlets team is responsible for the care we provide people in and around Brighton and Hove. And we value each member, no matter the role they play in delivering services to those who need it. As a system, we operate with a common goal: to achieve our mission and reach for our vision. We have a shared spirit as an organisation, with shared aspirations, all of which are supported by our excellent internal communications.
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Our Top Dogs: Martlets Snowdogs Snapshot
The average group size of 2 adults and 1 child
Snowdogs by the Sea raised ÂŁ310,000 for Martlets Hospice.
1 in 3 visitors visited the entire trail
1 in 5 visitors stayed overnight to visit the trail
Almost half visited some
Equal to 8% of what Martlets must raise per year to care for local people
where new as a result of following the trail
100% of Brighton and Hove residents were proud to have the trail in their area
Total economic impact ÂŁ10.1m
51% of visitors made some form of donation to Martlets as a result of visiting the trail
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More than 6000 visitors came to the two-day
352,641 visitors
Festive Farewell at Brighton Corn Exchange
7964 trail goers
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downloaded the Snowdogs by the Sea app, unlocking sponsor special offers as they found the dogs on the trail
More than
10,000
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people watched the auction via Facebook live 06/03/2017 14:34
6000
More than visitors came to the two-day
Festive Farewell
at Brighton Corn Exchange
Max was our
top dog at the auction, selling for
ÂŁ22,000!
ÂŁ310,000 could pay for 55 days of hospice care. Or it could pay
nearly 90%
for of our hospice at home visits each year
Snowdogs on Social
#BrightonSnowdogs 14.6 million impresions from 5,326 mentions Our most popular tweet got 43 re-tweets and 187 .
18 | Martlets Annual Review 2016 - 2017
“Both palliative care and the hospice were wonderful. Their help allowed us to stay at home as long as possible. The last 10 days at the hospice we were both treated with compassion, dignity and respect. I don’t believe we could have managed any of this without Martlets.” Patient’s Relative
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Learning & Development This year, the hospice provided 875 days of training and education. Over 1,200 internal and external health professionals, other staff and volunteers attended these days. Training covered a wide range of topics including Communication Skills, Resilience and Mindfulness for Wellbeing, Bereavement and Loss, Symptom Management, Oxygen Administration and Fire Warden Training.
Here is a selection of qualifications achieved in 2016-17
• • • • •
BSc (Hons) Professional Practice (Palliative Care Pathway) Foundation Degree in Health and Social Care QCF Diploma in Health and Social Care Lymphoedema Management End of Life – Chronic and Long-Term Conditions Module
1,200
Health professionals, staff and volunteers attended
875
DAYS OF TRAINING & EDUCATION
Communication skills
Symptom management
Resilience and Bereavement mindfulness and loss wellbeing Oxygen administration
Fire warden training
20 | Martlets Annual Review 2016 - 2017
Looking Ahead: Our Future Focus The Martlets will continue to focus on the following core strategies to develop our services:
The following are specific initiatives that fulfil the core strategies in the new financial year:
Increase our reach In 2017-18 we’ll be investing in a volunteer strategy to deliver direct care, optimising capacity within the In-Patient Unit. We’ll be investing in the growing of community based services, developing new partnership relationships and widening the supporter base to generate greater income for the sustainability of the hospice.
Satellite Clinic in Peacehaven Martlets is aware of the difficulties presented to existing and potential service users further away from the hospice site in Hove, notably areas to the east of Brighton. This year, Martlets initiated a satellite clinic in the Peacehaven area utilising community buildings in the area to offer services that might otherwise be conducted in Hove. Additional satellite clinics will be discussed in the new year.
Communicate our role in the provision of services in supportive, palliative and end of life care Continuing engagement with user groups to seek opinions, feedback and communication. To achieve this, we will be investing in public relations and marketing, and optimising our website and social media. Maximise our income to enable service development and sustainability The focus will be on creating an achievable income generation strategy, leveraging collaboration opportunities to reduce costs, introducing new and innovative business ventures, ensuring clarity with donors on the impact of Gift Aid declarations, and securing all available statutory funding.  Measure impact and outcomes The intention is to set achievable key performance indicators for all areas of Hospice activity. These will include measuring achievements on a regular basis, adhering to a strict governance framework to safeguard all departments, ensuring productive stakeholder involvement, and formal evaluation of the services delivered.
Clinical effectiveness through the Patient Record System The Martlets Clinical Team will be leading a review, improvement and investment plan of the electronic patient record system. This system is integral to the care offered to people who use our services. Improvements include the ease and efficiency of recording patient information and the enablement of more accurate, detailed and reliable reporting on our services. Patient experience Martlets makes a constant effort to understand the view and feedback from existing and potential service users. An extension to this will be a new patient experience survey, piloted within the In-Patient Unit and Day Services. Retail operations within Martlets Trading subsidiary A detailed and thorough review has been conducted of the operations resulting now in a restructuring of the retail organisation and operations. Restructuring of operations concluded at the end of the summer in 2017. A part of the plan is to open a new retail shop in central Brighton in winter 2017.
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Real estate Martlets was built in 1997, embedded into the Brighton and Hove community. Over the years there have been various design enhancements made to improve the experience for patients and their families. In autumn of 2017 the next tranche of work will commence. The work is designed to reconfigure the rear entrance to the building to enhance the passage and experience for patients entering the In-Patient Unit. We have recognised the need for additional space to house our administrative teams. The acquisition of such a space has been made in Hove and will alleviate space within the hospice site in order to allow more dedicated use to clinical services. This shift will take place in winter 2017.
Learning and Development and People Services The charity has a strong belief that those using our services must be cared for and supported by well trained staff and volunteers across all areas of the organisation. Our refreshed offer will focus on key areas:
A new focus on workforce development to coach and empower our teams
Development for strong attraction and retention, offering clear career pathways
Development programmes will drive good performance management and succession planning
Building our external training modules in order to extend our reach and build our reputation Our wider People Services team will be focusing on service improvement and manager training, whilst recruiting staff and volunteers to fulfil our commitments to patient care.
22 | Martlets Annual Review 2016 - 2017
Thank You Companies including employees & customers giving ÂŁ1,000 and above American Express Amplicon Bella Italia Big Beach CafĂŠ Bills Bosley & Co Solicitors Brighton & Hove Albion Brighton & Hove Bus Company Brighton & Hove Hotel Association Brighton & Hove Streamline Taxis Brighton Marina Brighton Pier British Airways i360 Burnand Brazier Malcolm Wilson Solicitors Burt Brill & Cardens Solicitors Captiv8 Cellular Solutions Chubb Churchill Square Covers Cubitt & West Dean Wilson LLP Solicitors Deibel & Allen Solicitors Dockerills Donatello Fitzhugh Gates Solicitors GMS Group
Golden Lion Group Goodlaw Solicitors Griffith Smith Farrington Webb LLP Solicitors iCrossing IEP Financial Infinite Insight James Ross Jewellers John A Tuffin Chartered Accountants Lawrence Art Supplies LC Switchgear Legal & General Leumi ABL Lloyds Banking Group Lookers Mackley Marine Gate Holdings Marks & Spencer McMillan Williams Solicitors Moshimo OneFamily Orelia Palace of Pooch Pan Macmillan Rendezvous Casino Robert Simon & Co Solicitors Royal Bank of Scotland Sealife Brighton Sussex Transport The Argus The Coal Shed and The Salt Room Theatre Royal Brighton Vervate Waitrose Yellow Fish
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Trusts giving ÂŁ1,000 and above Argus Appeal Albert Hunt Trust Arundel & Brighton Diocesan Trust Balcombe Charitable Trust BDNA Trust Brighton Lions Club Chalk Cliff Trust Ernest Kleinwort Charitable Trust February Foundation Friends of Sussex Hospices Gwyneth Forrester Trust Hirschel Foundation Homity Trust Hove & Portslade Aid in Sickness Association Institute of Our Lady of Mercy JC Robinson Trust No 4
Lady Eileen Joseph Foundation Lloyds Bank Foundation for England and Wales London Law Trust Masonic Charitable Foundation Michael & Shirley Hunt Charitable Trust Miss Joyce Cater Charitable Trust Morrisons Foundation Mrs A Lacy-Tate Trust Patrick & Helena Frost Foundation Pebble Trust Richard Radcliffe Charitable Trust Sandra Charitable Trust Skipton Building Society Charitable Foundation Sussex Masonic Charities Thomas J Horne Memorial Trust
24 | Martlets Annual Review 2016 - 2017
Leadership Team Martlets Hospice, Wayfield Avenue, Hove BN3 7LW
MartletsHospice martletshospice
Dr Simone Ali Medical Director Imelda Glackin Chief Executive Sharon Howes Director of HR
Sally Brighton Director of Income Generation Bobby Dhol Director of Finance Karen Taylor Director of Clinical Services