North Devon Hospice Annual Review 2020-2021

A year in a pandemic Your care continued 2020-2021

Impact Report

Dear hospice supporters, The last year of being a key care provider during a pandemic has been one of mixed emotions. Never before have we all weathered the same storm, but at the same time been in very different boats.

From day one we let you all know that we’d carry on caring and we did just that; evolving and changing services so we could continue to be there for everyone who needed us.

Throughout all the challenges I felt an overwhelming outpouring of dedication from every member of the team here at the hospice.

I cannot count the number of times I heard “we have to do everything we can for our patients and their families.” During this time you also gave us an embrace and unwavering support; a level of community spirit and love that has been, and continues to be, incredibly humbling, not just for me personally, but for the wider hospice team as well.

Although Covid-19 brought many challenges to our door, it also gave us an opportunity to evolve and learn from what has gone well.

We increased the “rapid response” referral element of our care through establishing a clinically triaged referal hub which enabled us to immediately send our nursing support for urgent calls. We also took our supportive care services into the virtual world, enabling people to access a range of support from the comfort of their own home. These are just two of the positive changes to come from the last year and are going to continue to be part of what we offer our community.

No matter what the future holds, please be assured from the whole hospice team, that we will do everything in our power to ensure that if you need us and no matter where you need us, we will be there.

Thank you for all your support, it means everything to the famlies that we are able to care for.

Stephen Roberts, CEO

“

We were always supported, even when it seemed like everything else was closing down around us.

I stayed on the Bedded Unit with Kelly, went to online groups, spoke to a counsellor and joined a supportive group online.”

92

patients were admitted to the Bedded Unit

Pauline and Kelly

Mum (right) and Kelly who was cared for by the hospice

“

My friend Rick was cared for by the hospice and before he died he gave me his tent and told me to have some adventures, so that’s what I’ve done. It’s been an incredible experience for me and to have raised over £650,000 is far beyond my original target of £100!”

30-101 The youngest hospice patient was 30 and the oldest patient was 101

Max

Known as ‘The Boy in the Tent’ Community Fundraiser

“

I call people to check in and see how they are. I simply start by saying ‘I’m ringing to see how you’re doing, how you’re coping and whether we can be of any help.’ People think it’s wonderful that someone is reaching out to them, and they often fondly remember the care provided by the hospice to their loved ones.”

12,337 contacts were made with patients and carers, either in person or over the phone

Colin

Supportive Care Volunteer

“

Sarah continued to receive support and care throughout the pandemic. “Karen’s been my nurse and every time I’ve needed something they’ve jumped right on it and dealt with it. Within 12 hours or so, not even 24 hours sometimes, they just appear with a bit of kit or whatever I need. I needed crutches and someone was here the same day. They’ve been brilliant really.”

112

people avoided an unnecessary admission into hospital following support from the hospice

Sarah

pictured with her daughter, is a hospice patient

“

The pandemic has meant so many changes to how we work and how we are able to interact with the people we care for and their families. The changes have been challenging at times, with shielding and isolation meaning the team working longer, more frequent shifts.

We have remained resilient with continued focus on caring for our patients, which has made our team stronger and ready to face any challenges ahead.”

12

The average number of days our patients stay with us on our Bedded Unit

Photo of Hannah Crawley

Hannah

Clinical Team Lead

“

For the first time in the hospice’s history all of the shops had to close. Overnight we went from being hubs in the community where we saw familiar faces every week to not being able to see each other at all and do what we love. Since reopening we have been absolutely blessed with unwavering support and donations from so many. We’re pleased to be back and seeing all the amazing people who help make that unique hospice feeling come to life.”

47,303

items sold in our shops during this year; 300,000 less than the year before

Jody

Shop Manager at No.9 High Street in Barnstaple

It’s been different meeting people for the first time when you’re in full PPE. It’s just felt less personal. That said, it doesn’t stop us doing what we’re here for and that is caring for people who need us. My patient wanted to visit her horse for one last time so we supported her to make that happen.

It was a beautiful moment.

Lin, Community Palliative Care Team Lead

2

friends meet for one last time

Sarah

A Mutli-skilled Healthcare Assistant with a patient

Floating Bye Due to nationwide restrictions on gatherings, we were not able to invite people to join us on Instow Beach for Floating Bye. It is such a poignant event every year where people line the shores, some even looking over from Appledore.

In response to this we invited everyone to join us for the first virtual Floating Bye. At a time when illness and death were brought to the forefront of all of our minds, Floating Bye was still there for people, albeit in the virtual sense.

4,800

views of the live streaming for Floating Bye

We go out in all weathers. That day, at what felt like the height of the pandemic, I was doing a visit out on Exmoor in thick snow, whereas a good few miles away other team members were on visits in the sunshine. I had gone to Exmoor to help look after a gentleman who was nearing the end of his life. I was also able to offer invaluable support to his wife too. Thankfully we have a 4x4 which means we can still reach people in really remote places.

Angie, Multi Skilled Healthcare Assistant

57,194

miles travelled across North Devon

Angie

En route to a patient’s home on Exmoor

Our volunteers and the Queens Award The pandemic changed so much for our wonderful team of volunteers. Many have had to cease volunteering, many have had to shield or look after loved ones, and thankfully some were able to continue offering bereavement support by adapting to new ways of working. At the time, it was hard for us all, each volunteer is such a massive part of the hospice and offers so much to help our cause that we really missed them.

During the pandemic the volunteering team were awarded the highest accolade possible for voluntary groups; the Queen’s Award for voluntary service. The award is the highest honour any volunteer group can receive and is equivalent to an MBE. The award recognises the outstanding achievement of our volunteers, who regularly devote their time, skills and knowledge, to improving the quality of life in their community. During such a trying time, it was incredible to lift our spirits and to let everyone know our volunteers have been nationally recognised in this way.

During the pandemic, not being able to see people face-to-face was difficult at first - not being with people and seeing their faces clearly and possibly hugging each other. Just when people, all of us, were most in need of support, we were unable to fall back on that most supportive aspect of life – being with others, sharing space.

We turned to phone and online-work on Zoom during lockdown to ensure we were regularly in touch with all our existing and new clients. We started having 1:1 counselling over the phone and on Zoom and also ran a number of groups on Zoom: Patients Groups, Carers Groups, art therapy groups for bereaved families, ‘making’ groups and mindfulness sessions.

We also developed a web page on the hospice website, called One Day at a Time, regularly updating this with poetry, creative activities, advice and tips for complementary health, mindfulness sessions and more.

Although virtual contact can’t ever be the same as face-to-face contact, we have been surprised at how connected the work has been – and relieved to have been able to be in touch with people at a time of so much uncertainty and isolation.

Miranda, a hospice counsellor

Browse the resources available to everyone on our website

Income and Expenditure Where our income came from

Total Income £8.6m

10% Fundraising & Donations 4% Retail 35% Legacies & In Mem 8% Lottery 2% Investments & Other 3% Business Grants COVID 16% Clinical Commissioning Group 1% Continuing Healthcare 21% Government Support COVID

Where our money was spent 61% Clinical and Supportive Care 37% Cost of Raising Funds 2% Education

Total Expenditure £5.51m

Patron: Countess of Arran MBE DL Vice Presidents: David Morgan David Whiteley Geoffrey Cox QC MP Gavyn Davies OBE John Riley Lady Stucley Mark Parkhouse DL Sir Nick Harvey MP Philip Jewell Ron Ley MBE The Hon. John Rous DL John Brend

The Board of Trustees: Mary Brooks Sharon Bates Kate Cox Annabelle Tree Zara Svensson Tom Parkin Dave Cottingham Teresa Turner Rob Withecombe Matt Jones (Stood down 20.04.21) Perry Mears Jennie Willmott Rachel Loosemore

Thank you for your support registered charity number 286554