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Everything you need to know about the Hospice and our services


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Contents Section 1 – page 5: Introduction Section 2 – page 6: About the Hospice Section 3 – page 8: A map of the Hospice and facilities Section 4 – page 10: Important information about our services Section 5 – page 12: Meet the team Section 6 – page 15: Services in your community Section 7 – page 18: Inpatient care Section 8 – page 22: The supportive care services Section 9 – page 24: Getting to the Hospice and frequently asked questions Section 10 – page 28: Comments, concerns, complaints and compliments Section 11 – page 30: Our supporters

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Introduction We want you to feel as comfortable as possible in your surroundings and hope that you’ll see it’s a friendly and inviting place – a home from home! So, if you’ve recently been referred to the Hospice and would like to make an informal visit or your family and friends would like a tour, we would be more than happy to arrange this. You can also find out more about our services by contacting us directly, visiting our website, speaking to your GP or having a chat with any other health or social care professional involved in your care. We’d love to hear any comments or suggestions you may have about this guide, and the services we provide. There are lots of ways you can do this, see page 28 for more details.

Welcome to St Columba’s Hospice. We’ve put this guide together with the help of volunteers, patients, family members and visitors to give you an overview of the Hospice and our wonderful facilities. If you’re unsure about what to expect, or feel worried in anyway, we hope this book will help to answer some of your questions, reassure you, and give you an insight into what we do and how we do it.

I hope you find this introduction to St Columba’s Hospice useful. If you’d like further information or have any questions, please feel free to speak to a member of the team. Jackie Stone, Chief Executive

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About the Hospice St Columba’s Hospice provides specialist care and support to people across Edinburgh and the Lothians to enable people to live as they choose for as long as they can.

admitted for symptom management onto our inpatient unit. Across all our services, we hold you and the people who are important to you at the centre of all we do. We work in partnership with you, so that as far as is possible you can direct your care, and stay in control of your life.

We support adults living with terminal illnesses including cancer, neurological conditions, heart and lung disease and many other conditions.

As well as providing care, the Hospice is committed to educating people working in health and social care about palliative care, and to research that can improve the care and support people receive in the future. We regularly have students and clinical visitors with us, so that we can share our knowledge and experience. If you have any concerns about this, please let us know.

All the Hospice’s services are provided free of charge. The Hospice is a registered charity and most of the money we need to run the Hospice is generated through fundraising. We provide support to people in a variety of ways, from diagnosis, right through to end of life care. Support is provided by a team of skilled people including doctors, nurses, counsellors, social workers, occupational therapists, physiotherapists, complementary therapists and many more.

The hospice is regulated by Health Improvement Scotland against the Health and Care Standards. We are committed to providing a service that ensures that you: • experience high quality care and support that is right for you.

The Hospice can help you by attending to your physical, psychological, social, spiritual and emotional needs; as well as caring for your family and supporters too.

• are fully involved in all decisions about your care and support.

You may come into our inpatient unit for a short time to address a symptom that can’t be solved elsewhere and then go home again. You may also move between our services, for example you may come to day therapies and then need to be

• have confidence in the organisation providing your care and support.

• have confidence in the people who support and care for you.

• experience a high quality environment.

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A map of the Hospice and facilities

The Hospice reception

Art and Music

The Hospice is very proud of the welcome it offers, and often the first people you will be greeted by as you arrive are the receptionists. They are on duty every day from 8.30am to 8.30pm, answering all the phone calls coming in, handling deliveries and answering all kinds of questions.

We are committed to including the arts in our building, our treatment and our care. The walls of the hospice are filled with artworks from both professional artists, projects carried out in partnership with people using our services, and pieces that have been created on site. The Art Room is situated on Pentland ward, and is available for everyone using the hospice, both community and inpatients. There are regular groups that meet to do creative things, from fine art to more practical crafts.

The Iona Café

The Iona Café is open from 8.30am daily and serves drinks and snacks, a selection of paninis, sandwiches and homemade soup every day. Of particular note are the scones - fresh from the kitchen every morning in all kinds of wonderful flavours! Hot drinks are complimentary from the cafe or the hospitality areas on the wards. The Café is for everyone at the Hospice – patients, families, visitors, volunteers and staff. The Iona Café has a shop stocked with gifts, cards, newspapers, books and a selection of toiletries. We also activity packs for children who are visiting, so please do ask if you’d like one.

We have regular musical concerts for people across the hospice, a joint choir, and access to a wide variety of local performers who would be delighted to come and play for you. If there’s a particular kind of music or instrument you’d like to hear please let us know, and we’ll see what we can do.

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Important information about our services Access to and discharge from hospice services Access to the Hospice’s services is usually by referral from your GP, hospital team, or another health or social care professional. Our admission criteria helps us to ensure that the people who need our services most can access the services when they need to. We do however run some informal sessions that people can drop into. Whilst you might be referred for one specific service, we might offer you something else depending on your needs. The hospice does not provide long term care and many people come into inpatient care for a short time and then their care is transferred back to their GPs and on to other more appropriate services.

• if you or someone at home is feeling unwell, especially if you’ve been vomiting or had diarrhoea, please don’t visit the Hospice.

We will ensure you have the help and support that you need throughout the discharge process. We involve the people who are supporting you in discharge planning and we want to be sure that you have everything you need once you leave our care whether that be for home, for a care home, or for an NHS complex care unit.

• you please use the alcohol gel provided, before and after visiting, and after thoroughly washing your hands, particularly after going to the toilet.

Our aim is to help you to live your life as independently as possible, for as long as you can and be where you want to be. We discharge people from our inpatient unit when their symptoms have stabilised and people are ready to move on or move home, and we also discharge people from our community services when they no longer need our help and support.

• if you’re unsure about whether to visit then please telephone and speak to the nurse in charge.

• you please don’t touch dressings, infusions or other equipment around the clinical areas. If you have any questions or worries please don’t hesitate to speak to a member of the team or read our infection control leaflets which are freely available in any of the clinical areas.

Confidentiality, consent and sharing information

We are committed to maintaining the confidentiality

Infection prevention and control of everyone accessing our services. With your We hold ourselves to the highest standards and are scrupulous in protecting you from contracting preventable infections while you are with us. If you have an infection we will care for you and try to minimise the risks to you and those around you, including our workforce. So that we comply with NHS Health Protection Scotland for people visiting we ask that:

consent we will share information with other members of your health and social care team, as this is important in ensuring your care needs are met, and with your family/those important to you when you’re admitted to our services. If there are people in your family or in your health and social care team you don’t want us to share information with, then please let us know.

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We use an electronic health record system to record all the care that you receive. If you’d like more information about this please talk to one of your team. You can request access to your medical records under the Data Protection Act (1998) and General Data Protection Regulations (2018). Our Medical Director is responsible for patient confidentiality and data protection making sure we’re always meeting standards set out and keeping your information safe and will be happy to talk to you about any request. We are fully committed to ensuring that you are fully involved in all decisions about you care and support. However, if you lose the capacity to make decisions for yourself, we will continue to involve you as well as taking account of: • who you are as a whole person, what is important to you and how you have lived your life • your past and present wishes about your treatment, providing you with information you can understand to help you to participate in decisions • the views of your named person, carer, guardian or welfare attorney • the range of options available for treatment and what will provide you with the maximum benefit

becoming more poorly. Having support to think through our options, and talk about our choices at an early stage means that if something happens and you’re unable to tell us what you want, your family and the people caring for you have a good idea about what you’d want them to do.

• making sure you are not treated any less well because you aren’t able to make decisions for yourself

Making a plan in advance

One of the things we encourage people to do is to think about what the future might hold, and begin to plan. That might be planning for treatment, making suitable living arrangements, talking to your family and children or putting your affairs in order. None of us find it particularly easy to talk about ourselves or someone we love

People often also want to plan where they will die - at home, in a care home, or in the Hospice. While we make every effort to ensure that things happen as you have planned, sometimes it is not possible. We will always be open and honest with you; we are committed to supporting you to live your way – whatever that means for you.

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Meet the team Everyone you meet from our teams will be wearing one of the name badges below, and should introduce themselves to you so that you know who they are. Volunteer badges – volunteers work in a variety of different roles, alongside our staff. All our volunteers wear a light blue name badge. Staff badge – all our staff wear dark blue name badges. In-patient Unit Manager – is responsible for the care provided across both Pentland and Cedar wards. Charge Nurse – the charge nurses are responsible for the smooth running of the wards. Staff Nurse – the staff nurses are responsible for the overall care and medication administration on the wards. Auxiliary Nurses – the auxiliary nurses provide practical care and support, making sure that you have what you need. Occupational Therapy – the occupational therapists are involved in making sure your home or the place you are staying is safe and secure; they are also key people when it comes to being discharged into a different environment. Physiotherapy – the physiotherapists help to keep you as active as possible, making sure that you can be active safely and with the right support. They also help with tackling symptoms such as breathlessness and managing falls.

Complementary therapy – the complementary therapists offer a range of therapies to people to help with symptom control and bring relaxation and calm. Day Therapies Team – day therapies is a rehabilitative and goal focused service for people living at home. Domestic Team – the domestic team is responsible for the overall cleanliness of the whole building. Catering Team – the catering team is responsible for all the food and drinks in the Hospice. Stewards – the stewards manage the maintenance and security of the grounds and all our equipment. People who are not in uniform might be: clinical nurse specialists, chaplains, managers, volunteers, social workers, clinical governance and clinical administrators, pharmacists, IT support, fundraising, counsellors, finance, practice development and education teams.

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Services in your community Drop-in sessions

Most of our services are by referral, but we run some services that you don’t need an appointment for and you can just drop-in to. These sessions are to enable you to find out about our services and meet others in a similar situation. For people with a terminal illness, drop-in sessions are held on Monday afternoons and Wednesday evenings. On Sunday afternoons, we run a carers drop in session from 2pm - 3pm in the HUB, open to Our day therapies service offers a timetable of anyone who cares for someone with a terminal classes, groups and events to choose from, all of illness. It is an opportunity to chat to our chaplain which are specifically designed to help you live and others in a similar situation. as fully and as independently as possible. You can work towards goals and achieve things that are For more information about this and other important to you, in a safe and supported drop-in sessions, please speak to your health environment. Through the day therapies service, and social care team, or contact the hospice. we will try to help you reconnect with the things that matter to you, to explore different ways of Day therapies service going about your day-to-day life, to meet other The day therapies service is available to people people with a terminal condition and to living at home with a terminal condition within rediscover forgotten hobbies. our catchment area, at any point in their illness. If you are living with the symptoms of a condition, The day therapies team includes a social worker, the side effects of treatment, and the emotion of a rehabilitation assistant, and a day therapies knowing you have a terminal illness, we manager who is a Physiotherapist. You can also understand that this can be hard. use your visits as an opportunity to meet with our other specialist professionals such as a counsellor or chaplain.

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Services in your community (continued)

have the practical help you need from other organisations such as social work, home care, and district nursing. Where possible, we will invite you to appointments to see the team at the Hospice. This means that as well as the clinical nurse specialists, Occupational Therapist, Physiotherapist and doctor, you can also access complementary therapy, specialist doctors, counselling, benefits advice, support groups and much more.

Community Palliative Care Services

The community palliative care team works with people across Edinburgh and Lothians, through outpatient appointments, at day therapies, and through making visits to people in their own homes. The multi-disciplinary community service is made up of a group of clinical nurse specialists and staff nurses, a physiotherapist, and an occupational therapist. Our nursing team will help you by giving advice about medicines, treatments and symptom control.

If you are not well enough to come to an outpatient appointment, a member of the team may assess you in your home to support you, your family and carers. Our aim is to offer specialist support to you while you’re living at home with a terminal illness.

When you are referred to the team, our aim to get to know you so that we can understand the things that are difficult for you, help you to manage your symptoms and support you to access the services and resources you need to live well. Sometimes people only need our input for a short time, and we may discharge you from the service, however your health and social care team who continue to care for you can re refer if this changes. We always work very closely with your GP who is responsible for your medical care while you are at home, and your wider health and social care team. We also help to ensure you

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Inpatient care

The Hospice’s inpatient unit consists of two wards – Cedar, which is on the ground floor and Pentland, which is on the first floor. Across our two wards we are able to care for 30 people, with 15 beds on each ward. People who are admitted to the wards will have complex symptoms that cannot be managed at home. We understand that coming to the Hospice can be an unsettling time so we encourage you to make it a home-from-home while you’re with us. You will be met by one of the team who will welcome you into the Hospice, show you to your room and help orientate you and your family to the facilities, helping to allay any worries. They will be available throughout your stay, letting you know about activities that are going on that you might feel able to join in with. The team on each ward will be supporting you to make decisions about your treatment and care. The nursing team is responsible for delivering your care and treatment and keeping you up to date with how things are. They will help you make decisions, they will help you to order the food you like for lunch, take small steps towards your goals, or even book a time for a relaxing Jacuzzi bath!

We have a team of doctors who will work with you to manage your symptoms. They will work in partnership with your existing medical team, but while you’re with us our doctors take the lead on your medical care. During your stay you may also meet our social worker, occupational therapist, physiotherapist and complementary therapist. Together we hope to offer you the support that you and your family need. On both of our wards we have a mix of single rooms and shared rooms which accommodate three people. Because we have limited resource, it may be that you come in to one room and we ask you to help us manage by moving rooms. It might feel daunting to think about being in a room with other people, but don’t worry as the room is large and airy, and we find that most people enjoy having some company, eating together at mealtimes, and getting to know others in similar situations. All our shared rooms are very spacious and have curtains for privacy. If you have concerns or do not want to be in a shared room, please let us know in advance; where possible we will try to accommodate your wishes. We don’t offer long term care, so when it comes to being discharged home or moving to another care setting, it can be helpful to talk through the practicalities of how that’s going to work for you, especially if you’ve been away from home for a little while. We actively support people to go home, please see our discharge leaflet or chat to one of our staff team if you have any questions.

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Inpatient care (continued)

Visiting hours

Your family and friends are welcome to visit at any time of day or night. Visitors will be asked to sign in at reception and if you are receiving care or having a meal, your visitors may be asked to wait for a short time until you are ready to see them. It is also possible for family members to stay overnight in your room if you wish and we also have two family bedrooms on each floor for people who wish to be close by.

Facilities on the wards

We have tried to think of as many things as we can that will make your time with us comfortable as possible. We have Jacuzzi baths and beautiful grounds to enjoy, as well as guest rooms on the wards to allow your visitors to stay over when they need to be close by.

On each ward we have a hospitality room for you to use, located next to the ward reception, with a kettle, tea and coffee, a fridge and comfortable seating. Please feel free to arrange a meal with Mealtimes family – ordering a takeaway or having normal We strive to meet your needs in all aspects of your meal times together can mean a lot. care here, and that includes nutrition. We have a dedicated catering team who produce all the We have two lounges on each ward with meals for those on the ward. Our menus have televisions and games, comfortable sofas and a all kinds of options, and we hope that you’ll find children’s play area. We would really encourage something to tempt your fancy. you to make use of the lounges with your family. If you have special dietary requirements, please let us know when you’re admitted, or as soon as possible, and the team will do their best to meet your needs.

The Columba Room, situated on Cedar Ward, provides a place where you can be quiet with your own thoughts, share some private time with your loved ones or watch the sea and the bird life – binoculars are provided! We hope that you will find inspiration from the art, poetry, imagery and texts from different spiritual traditions, along with the stunning view over the Firth of Forth. The Columba Room is open to everyone, at any time, as a quiet space for reflection.

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Our meal times Breakfast 8am – 9am Lunch 12pm – 1pm Afternoon tea 2.45pm – 3.15pm Dinner 5pm – 6pm

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The supportive care services The Supportive Care Team is made up of professionals trained in different areas of health and social care. The team helps patients and families live as actively as possible by providing high quality pain and symptom control as well as practical and psychological support. We can be involved with your care at any stage during your illness; from diagnosis through treatment and beyond. The services can be accessed by inpatients, outpatients and in the community.

Allied health professionals

A really important part of living as independently as possible is being active and having your environment set up to help you move around safely. Occupational therapy and physiotherapy are both available to everyone being treated, whether you are staying at the Hospice or living at home. We also have a podiatrist who works with the team to help keep your feet in good shape. Occupational therapy – provides practical support to enable you to overcome physical and psychological difficulties that prevent you from doing the activities that matter to you. This might be providing equipment to help with everyday tasks, making some small adaptations to your home such as handrails and banisters to make things safer or it might be a wider assessment of your home to help you think about how to use it differently to make it more accessible. Our occupational therapy team can also offer support with your symptom management. Physiotherapy – helps you to move around, stay active and be as independent as possible. Our team can teach you techniques to make symptoms such as breathlessness and fatigue more manageable, they provide guidance on appropriate types and levels of activity and exercise, and work on specific things like strength and balance. They can also help with strategies if you are at risk of falling. If you’re having difficulty moving, a physiotherapist can provide walking aids and make referrals for wheelchairs, while teaching you, your family and carers the safest way for you to move. Family support team We know that talking to those close to you about what is happening can be difficult, so the family support team is here to help you and your family. The team works with individuals and families and

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organises support groups providing a variety of creative ways for you to engage with others. The team can help you talk to children about what is happening in your family, offer general information and advice, undertake individual work with children and their families, and support their wider social world. In addition, we also offer support to people who are bereaved. Social work – our social workers offer a wide variety of support to you and those who are important to you. This might include sourcing practical help at home, accessing other services, signposting for advice about debt or income maintenance, helping with housing, advocacy, working with schools or employers, or offering social and emotional support. When you’re thinking through what might be involved in going home or moving to another care setting, it can be helpful to talk through the practicalities of how that’s going to work for you, especially if you’ve been away from home for a little while. Counselling – offers a safe space to process what can sometimes be complicated and overwhelming emotions. The aim of counselling is to help you and those supporting you to work through what is happening to you and adjust your life by helping you to talk about it.

Counselling helps you to identify, express and understand your feelings and help you to find ways of coping as you continue with your life. Chaplaincy – the chaplaincy team is here for you and for those supporting you. The team offers support to people of all faiths and none, and can help you to think about the big questions, to talk about your life, meaning, and walk alongside you. For those who wish, we can offer prayer and share rituals specific to your faith tradition. Complementary therapy – is a core part of the service, and offers a space where you don’t have to talk. Therapies might help you to relax, manage pain, and feel more in control. We offer a range of therapies, we have a hairdresser, and even a team of therapets who visit! Arts Service – recognises the importance of arts in life. We offer a range of opportunities to be creative - making or listening to music, creating in the Art room on your own or with others, and in many other ways.

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Getting to St Columba’s Hospice How do I get there? Our address is: 15 Boswall Road, Edinburgh. EH5 3RW By car From the north by the A90/A902/A903 From the south by the A1 or from the city centre. The Hospice is about a 15 minute drive from Edinburgh city centre.

By bus Lothian Buses provide an excellent service to the Hospice, numbers 8 and 14 go along Granton Road. The number 16 and 200 stop in front of the Hospice car park on Lower Granton Road, and it is a short (but steep!) walk up the hill to the Hospice. The number 23 stops on Lennox Row, which is a short walk from the Hospice. Timetables are available at: www.lothianbuses.com.

Frequently asked questions What should I bring with me for coming to stay?

Are children allowed at the Hospice? Children and young people are very welcome in the Hospice and we love to see children enjoying the play areas and family lounges. We have several play areas for children - in the lounges on both wards and in the Iona Café. We do ask that all children are supervised while using these areas, and that children are not left unattended in any part of the building as the Hospice cannot be responsible for their safety and wellbeing.

If you’re being admitted to one of our inpatient wards we ask you to bring: • nightwear and slippers with a non-slippy sole • comfortable shoes and clothes for during the day • toiletries, especially your favourite bath and body products • all the medications you are taking, whether on prescription or not.

Is there a laundry facility at the Hospice? The Hospice has a limited laundry facility so wherever possible we do ask your family or carers to take your laundry home for washing. If you need guidance on how to wash the laundry please ask a member of our team.

We encourage you to treat the Hospice as a home-from-home so please bring any photographs, books or small favourite items with you. Whilst each bed space has a lockable cabinet,

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please note that the Hospice cannot accept responsibility or liability for items of value kept in your possession.

Can I use my mobile phone and is there internet access? If you would like to use your mobile phone you are welcome to do so, we just ask that you keep it on silent mode. We do also ask visitors to be considerate of others when using their phones in the public areas, including the wards. If you need to make a telephone call and don’t have a mobile phone, our staff would be happy to help. Complimentary Wi-Fi internet access is provided throughout the Hospice. Turn on the Wi-Fi on your device and select SCH-Guest, when prompted enter the password 1234567890. If you have any issues accessing the Wi-Fi please speak to a member of staff, who will be pleased to assist you.

Is there parking? We have disabled parking bays within the grounds of the Hospice at the main entrance. A larger car park for non-blue badge holders is past the front gate and down the lane. Parking costs £1 for 24 hours and helps contribute to the cost of running the Hospice. If the car park is full, on street parking is available in the surrounding area and we urge you to be mindful of our neighbours and avoid parking in front of people’s driveways.

Can I smoke in the Hospice? The Hospice is designated as a no smoking environment for volunteers, staff and visitors. We operate a smoke-free policy within the building, the gardens and the grounds surrounding the building. We ask that anyone using or visiting the Hospice complies with the smoke-free policy and if you wish to smoke please do so outside the Hospice grounds and away from the main entrance gates. Please be mindful of our neighbours and avoid smoking directly in front of people’s homes or at the front gate. We have made provision for the people on our inpatient wards to smoke within the Hospice grounds if they wish to, and we have a designated smoking shelter for this purpose. The smoking shelter is for patient use only.

Do I have to sign in? For security purposes visitors are asked to report to reception on arriving and leaving the Hospice and to sign in and out. Staff will provide guidance 25


Frequently asked questions (continued)

to any relatives staying overnight and ask this is respected to allow us to maintain the security of the building overnight.

Do you have a fire alarm? Every Friday at 10.30am there is a fire alarm test so please don’t be concerned if you hear an alarm at that time. If you’re visiting and hear the fire alarm at any other time, please make your way out of the building at the nearest fire exit and make your way to the fire assembly point which is situated at the front of the building near ‘Thistle’ the blue cow under the big Cedar Tree. In the event of a fire or other emergency, we have a carefully designed evacuation procedures in place to ensure patient safety.

any special dietary requirements, please let one of your team know when you are admitted, and we will arrange for one of our catering team to meet with you.

Can my family bring me food? We strive to meet your food preferences as closely as we can, but we know that sometimes your own homemade food is all that will do. We have a variety of places to sit and enjoy a sandwich, or piece of cake and outside there are picnic tables and benches for sunny days. If you bring food in for someone staying on the wards, please let the nursing staff know so that we can ensure it is stored safely.

Can my pet visit me? Pets are very welcome in the Hospice as we recognise and believe that pets play an important part in your life and bring a great deal of comfort. Please check with a nurse before you bring any animals in to the Hospice so that we can make arrangements that take account of allergies, phobias and practicalities. We ask that dogs are kept on a lead, and other pets are kept within their carriers/containers when moving through the wards.

What happens at mealtimes? Meals are served to people in their rooms and often people in the three bedded rooms like to sit together at the dining table. We encourage those who can, to get out of bed for meals. Each day the catering team creates a menu that meets the needs of those staying with us, with plenty of tempting choices so you are encouraged to eat as much as you wish and to enjoy every mouthful!

Can my special dietary needs be met? The catering team is responsible for providing food for all patients and they will work with you to meet your dietary requirements. If you have

Is food or drink available outside mealtimes, and what about catering for my visitors? The Iona Café is open every day for you and your visitors. It sells a variety of snacks, homemade soup, sandwiches, sweet treats and drinks. There is also a vending machine in the main reception for when the Café is closed overnight. For people in the inpatient wards who are unable to access these facilities, the team will be happy to help with anything you need in between meal times. We also have hospitality rooms on each ward which you are welcome to use. In the local area, there is a Scotmid about a 10 minute walk away, and an Asda supermarket about a 10 minute drive away. 26


Does the chaplaincy team do funerals? Our chaplaincy team is always willing to help plan funerals, people can find it helpful to get their thoughts down on paper in order to ensure that their family is not left wondering what their loved one might have wanted.

Can my visitors stay overnight? Yes! We can accommodate people staying overnight in your room if you wish, and we also have two designated family bedrooms on each floor for people that need to be close by. Please talk to one of the team if you would like someone to stay over with you.

Is there any entertainment available? We arrange activities and entertainment which might include music performances, film viewings, quiz evenings and other special events. We also have a fully equipped art room which is available to people staying on the inpatient unit, and for community patients. Each bedroom has a TV, and we also have DVD players and bluetooth-enabled speakers which you can use. Is there a regular Sunday service on the ward? Our chaplaincy team are there to support people of all faiths and none. We respond to the needs of the people in our care at the time. There is often a service on a Sunday afternoon by request however; please speak to one of the team if you would like to request a service.

Many people have connections with local faith or belief communities, but others do not. A local connection can be beneficial as most faith groups offer some degree of pastoral support. The chaplaincy team can liaise with your particular faith or belief community or with the Church of Scotland minister or Roman Catholic priest who is responsible for the parish in which you live. Most Civil or Humanist celebrants are willing to come to the Hospice or to your home to meet and discuss plans. We are unable to recommend any particular celebrants, but we can provide information to allow you to find the right one. If someone has already died, without plans in place, the funeral director will assist with finding the right celebrant for your loved one’s service; this is an integral part of the service they offer. Under exceptional circumstances a member of our chaplaincy team might be able to conduct a funeral or memorial service but we would wholeheartedly encourage making a valuable local contact.

Can staff accept gifts? We appreciate that the time you spend here can feel very special. While we understand that you might wish to buy gifts for the team, individual staff members are not permitted to accept personal gifts. Instead, we’d encourage you to consider making a donation to the Hospice so that we can continue to provide the service that you have so highly valued for others. You can find information about donating to the Hospice on our website at www.stcolumbashospice.org.uk or you can speak to a member of staff. 27


Comments, concerns, complaints and compliments St Columba’s Hospice is committed to ensuring delivery of high quality, person-centred care. Our aim is to meet the needs and wishes of people receiving care from all our services. Involving people, families, members of the public, staff and volunteers is an important part in continuing to improve the quality and development of the services we provide. Our Side-by-Side strategy sets out our key aims, the focus we have on the people we support, and how we plan to achieve excellence. You can find the strategy on our website. We really want to know what you think about our services and care, and we take what you tell us very seriously. We encourage comments and suggestions about all aspects of the services we offer; these are dealt with in confidence, anonymised, and responded to in our quarterly publication ‘You Said We Did’. You can let us know what you think in several ways:

• by talking to a member of staff • by completing one of our comment cards and placing it in a comments box located in reception, on the wards, in the Iona Café and in our day therapies area • online through our website • by writing to the director of clinical services or the chief executive

Our regulators

The Hospice is regulated and inspected by Healthcare Improvement Scotland. If you would like to discuss any concerns with the regulator directly, you can contact their complaints manager by telephoning on 0131 623 4300, or writing to:

Policy and Governance Manager Healthcare improvement Scotland Gyle Square 1 South Gyle Crescent Edinburgh EH12 9EB Healthcare Improved Scotland has published the results of their inspections of the Hospice on their website, the results are available on their website:

www.healthcareimprovementscotland.org

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Our supporters St Columba’s Hospice provides all the care and support outlined in this book completely free of charge to all patients and families. The Hospice is an independent charity, and we receive around 25% of the money we need each year from NHS Scotland. That means most of the money we need to run the Hospice is generated through fundraising and support from our local community and corporate supporters. We are able to continue because of the generosity of our supporters, for whom we are incredibly grateful.

People offer their support in lots of different ways. Some people volunteer time and expertise, and we’re very proud to have nearly 700 volunteers involved in a wide range of activities. There are volunteers in almost every area of the Hospice’s work: chaplaincy, on the wards, in the shops, in governance and development roles, providing complementary therapies, serving in Iona Café, and taking care of our gardens…to name but a few! For every member of staff, there are 3 volunteers who help ensure we deliver the best care and support possible to the individuals and families we support.

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Lots of people support us by using one of our seven charity shops across Edinburgh and the Lothians. We have shops in Stockbridge, Leith, Dalry, Fauldhouse, Goldenacre, Morningside and Portobello. They are all unique with each and every purchase or donation of goods supporting us to continue our work. Some people chose to leave a gift to the Hospice in their Will, or to give a regular gift to the Hospice. These, like all gifts, are incredibly important and ensure we can continue to deliver our services. Others support us by getting involved in fundraising. People who undertake fundraising

for the Hospice do all sorts of things to raise money! Some people donate to us in memory of a loved one; others take on sponsorship sports challenges; some people organise their own events such as bake sales, craft stalls or fun days; and some people like to take part in events organised by the Hospice such as our annual art exhibition or Light up a Life appeal. If you’d like to find out more about any of the ways people support us, or about how to get involved, please visit our website: www.stcolumbashospice.org.uk. Thank you! 31


Find out more about St Columba’s Hospice 0131 551 1381 info@stcolumbashospice.org.uk www.stcolumbashospice.org.uk. 15 Boswall Road Edinburgh EH5 3RW

Charity number SC003634. Registered in Scotland No. 48700.

Profile for St Columba's Hospice

Hospice Directory  

Everything you need to know about the Hospice and our services

Hospice Directory  

Everything you need to know about the Hospice and our services

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