St Wilfrid's Hospice | Annual Review 2022-2023

A warm welcome from Our Chief

Executive and Board of Trustees

After a busy 2022 for the Hospice, marking our 35th year supporting our local community, 2023 has seen continued resilience from our staff and volunteers following the Covid-19 pandemic, as well as improvements throughout the Hospice and the care given to our community.

We said goodbye to CEO Alison Moorey who retired from her position after 25 years with the Hospice, and opened the door to new CEO, Lois Howell. Lois continues to focus St Wilfrid’s on providing high-quality specialist end of life care and bereavement support whenever and wherever it is needed.

Learning from the pandemic continues to be implemented around the Hospice, with key services introduced at that time remaining in place to support and care for our patients, their families, and loved ones. We have also maintained a high level of wellbeing support to staff and volunteers, so that we can help to protect and promote their welfare.

Our staff and volunteers have collaborated and worked hard to secure, with fantastic support from our donors, vital funds for the Hospice. These funds not only cover the costs of care for our patients, but have also helped improve our services online, with the introduction of our accessibility tool on our website. We have also been able to put the iWantGreatCare platform in place, to help us monitor feedback and ensure we are meeting your standards.

This year’s Annual Review will give you an insight into what we have done to continue making care and support accessible to those in our community who need it. We have asked several Hospice teams to share their highlights of the year, so you

can get to know us a little better, and see all the great work that happens behind the scenes.

St Wilfrid’s is an independent charity, and we need to raise £9million this year to run the services we provide. This is achieved through generosity of donors, supporters, and shoppers, for which we are very grateful.

Lois Howell, Chief Executive

Soline Jerram, Chair of the Board of Trustees

Thank you to all our supporters, we simply could not provide end of life care to people in our community without your generosity.

Pictured: Julie, St Wilfrid’s Hospice receptionist

Measuring our impact in 2022-23

How did we do? We are committed to providing the best care and service for our local community from the Hospice. Let’s take a look at how we recently performed in our key areas.

1 Objective One: Ensuring all services are delivered to best meet patient needs, whilst offering positive experiences

In 2022/23 we met five out of six of our clinical targets, thanks to the hard work of the whole team.

Bed occupancy remains below our required 80- 85%, however, we have increased the number of patients admitted to the Ward and 65% of patients are admitted within 48 hours of referral. As a result of working closely with patients, and meeting their needs, the length of stay has also decreased with more returning to their preferred home environment. This means our clinical staff are working to support more patients and their loved ones.

We have captured independent reviews on iWantGreatCare. We received 22 five-star reviews to date, and no formal clinical complaints were received during 2022/23, indicating the incredible work of our Clinical Team.

Post-pandemic key learnings have been permanently embedded throughout the Hospice, and closer collaboration between Hospice staff and Volunteers has increased to offer consistent support to those in all parts of our community.

2 Objective Two: Reviewing services in response to Covid-19

The effects of Covid-19 were felt throughout 2022/23, and continue to have an impact. However, our Clinical Team has reviewed and implemented systems and protocols to ensure efficient and effective ways of working within the restrictions necessary to keep us all safe.

The Clinical Team has identified several services that were implemented during the pandemic which will continue. These are:

- Ensuring a Non-Medical Prescriber Nurse Specialist is on duty seven days a week

- Proving psychological Support Services, through our trained Volunteer Support Team

- Continuing the dedicated telephone bereavement service also run by our Volunteer Team

Our Living Well Services are up and running again post-pandemic, with strengthened ties to our Family Services team, providing an increased range of care to patients’ families and loved ones.

Our Hospice Community Team created a stronger collaboration with our Community Support Team Volunteers, so that, along with the clinical team, they can support our patients with complex physical and psychological needs.

3 Objective Three:

Our Trustees and Directors recognise the need for St Wilfrid’s to be a truly inclusive organisation that meets the needs of our staff and patients. A newly formed EDI group has been set up to focus on three goals:

- Provide inclusive care and support to everyone in our community

- Educate and embed the value of EDI across our organisation, increase the diversity of our teams and foster a culture of inclusion

- Ensure that data-driven decisionmaking is at the heart of how we achieve our EDI goals

We have also, as outlined above, ensured that increased attention is paid to the wellbeing of staff and volunteers. A ‘People Director’ role was created during 2022, and a Wellbeing Strategy is being introduced to support the needs of our workforce, give people a voice, and encourage cross-department collaboration.

‘One Team’ organisation focus, with Equality, Diversity, and Inclusion (EDI), wellbeing and values at the centre.

Measuring our impact in 2022-23

4 Objective Four: Continue to secure financial stability with project management and balanced budgeting

Thanks to collaboration between departments across the Hospice, a closer look has been given to all projects as well as greater emphasis on budgeting and forecasting our vital funds.

5 Objective Five: Collaborate with Hospice departments and other hospices in Sussex to help achieve goals and growth

Internal departments have adopted increased collaboration to achieve efficient and effective ways of working, as well as maximising their success in raising funds for the Hospice and monitoring expenditure.

Outside of the Hospice, St Wilfrid’s has been involved in the CHELseaII research study designed to assess the potential for reducing the incidence of delirium in patients in the last days of their life by administering parenteral fluids. Results from this study will contribute to the wider pool of knowledge about palliative and end of life care, demonstrating St Wilfrid’s ability to play a part in important clinical research.

As well as collaboration with researchers and hospices covering Clinical matters, we have also continued our IT partnership with St Catherine’s Hospice in Crawley. This joint work ensures both charities benefit from a more resilient and cost-effective service.

St Wilfrid’s has also maintained its place in the Sussex Hospices Collaborative, investigating the ways in which collaboration can contribute to improving patient care and increasing hospice sustainability across the county. Key amongst the Collaborative’s achievements in 2022/23 has been the creation of the ‘Thrive’ leadership programme for senior staff in all of the Sussex Hospices.

Without St Wilfrid’s we would not have been able to fulfil my mum’s wishes of passing away at home surrounded by her family. One year later my dad received the devastating news that he also had terminal cancer.

St Wilfrid’s became a home from home for all of us and dad was ever so comfortable there and again, the level of care was outstanding. I will never be able to thank the Hospice enough for all they have done for my family.

Becky, London Marathon runner

Pictured are Sian and Jane from our wonderful Housekeeping team, who keep the Hospice looking beautiful and keeping it fully stocked with crucial equipment.

The impact of our community

Without the support of those in our community, we wouldn’t be able to raise the funds we need to run the Hospice and provide care for those who need it. A HUGE ‘thank you’ to everyone who has supported us in any way, shape or form. Here’s a look at how you helped…

£1,896,485

raised through your fantastic fundraising efforts and donations. Whether you gave small amounts, or large gifts, every £1 really does count

£65,000

was raised by participants of our annual Moonlight Walk 2022. Once again, the event was a hoot!

Our new ambulance canopy was installed in September 2022, helping to keep patients dry when entering the Hospice

£2,640,913

generously donated via Gifts in Wills, making a huge difference to local lives

£2.5m

raised in our Charity Shops, with 313,000 transactions

We continued our close relationship with Chichester and Portsmouth University, working with students who gave 3,380 hours of support

To those who volunteer, thank you for being one of the 528 volunteers contributing their time throughout the organisation

An amazing effort from all those in our community. We appreciate each and every one of you, you really do make all the difference! Thanks to the crucial donations and support mentioned above, we were able to care for 325 patients at any one time.

Pictured: Hospice receptionist, Tillie, taking on a skydive for Hospice care with her friend, Jamie.

Pictured: Victoria on her wedding day in 2022

Victoria’s bowel cancer journey

Victoria Hall-Hulme was a patient on our Hospice Ward in 2022, and her bowel cancer journey has kindly and bravely been shared by her family, to raise awareness of bowel cancer and the work of St Wilfrid’s Hospice.

“She was so much to so many; a boundless force, a bright spark, a beloved wife, sister and daughter, devoted friend, ally – always so generous with her high spirits and mood-lifting humour.

Victoria’s bowel cancer story started in August 2021 when she took herself to A&E with some persistently acute stomach pains. She had felt some irregular stomach grumblings and had lost some weight but at the time they felt like they could easily be explained away by the demands and pressures of life as a social, high-achieving and conscientious woman in her early thirties.

The next 12 months was a tortuous time for Victoria and everyone close to her. After a scan revealed a sizable growth in her lower intestine they operated immediately to remove it. The operation went well, she wasn’t going to need a stoma or colostomy bag.

She was then advised to undergo fertility treatment which meant freezing her eggs before starting rounds of chemo, a decision full of emotions and anticipation even in the best scenarios. Once recovered from this procedure she worked hard on her mental and physical health, seeing therapists and a physiotherapist / PT regularly in order to be in the best possible shape for whatever lay ahead. However, in December came the blow of her biopsy which confirmed the cancer was a particularly aggressive type – BRAF. This meant continuing her chemo treatment rather than having a break. It wasn’t good news. Then from December to January the cancer markers just kept creeping up, and by early March 2022 a decision was made to bring forward a scan. The

scan revealed metastases in her peritoneum and the diagnosis was now terminal.

The remaining months of Victoria’s life were full of love, surprises, trips of a lifetime, a proposal and wedding of her dreams, but also extreme physical pain and deterioration since she became unable to ingest food in the summer of 2022, gaining nutrition only by TPN drip. In this time, she avidly kept up with her newly found online cancer community and was always providing support to her friends.

It was Victoria’s wish to spend two weeks in West Wittering with her new husband, mother and two sisters after her wedding. That meant registering with a local hospice in order to receive the necessary pain relief. It turned out Victoria would spend most of these nights at St Wilfrid’s Hospice in Bosham as her pain became worse and her tumour grew.

At St Wilfrid’s Victoria was cared for like she was a saint (and she was) – the doctors and nurses did everything they could to make her and us (her family and friends) comfortable. Every night she had a different family member sleep over with her and we lived in and out of the Hospice by her side. Unlike in the hospital system, Victoria felt at ease and comforted. Being close to the beautiful garden of the Hospice and the water at Chichester Harbour where she had grown up was also so very special. She died surrounded by her loved ones just four weeks after her wedding day on 2nd September 2022 at St Wilfrid’s Hospice”.

Thank you to Victoria’s family for sharing her story

Our approach and how we work

The past year was a consolidation year for our HR team and effort was put in across a number areas to create a foundation for the Hospice to continuously build our offering.

With a desire to give a better service to our managers and employees, the HR team focused on building relationships within the organisation to improve compliance and operational effectiveness.

Alongside developing our services, HR proactively managed employee relations, supporting staff and volunteers with health issues in returning to work, as well as supporting improvements in conduct and performance. As a result of these developments, we saw staff turnover reduce by over 7% in comparison to the previous year and a reduction in sickness absence.

A People Director joined the Charity to help further shape and implement a coherent People Strategy which brought together the work of HR and Volunteering, as well as planning for a year of innovation from April 2023 onwards. The team also developed and delivered training on EDI for all staff, with Performance Review

We reduced our staff turnover by over 7% on the previous year - a fantastic effort from our HR team on improving employee satisfaction and engagement.

training for managers, showcasing our commitment to enhancing the skills and knowledge of our staff.

Our recruitment process and candidate experience improved dramatically throughout the year, with an increase in candidate applications as well as a 36% saving on recruitment spend.

With so many improvements throughout the department, we’re proud of all the great work the HR team have put in place to allow us to further develop our relationships with our staff, volunteers and potential candidates.

We carried out additional DBS checks on 90 members of staff

Our staff sickness absence reduced to 5%

96% completion of mandatory training achieved by staff – thank you to all staff for showing commitment in these areas.

Pictured: Shop Manager, Theresa, and Sales Assistant, Catharine at our Chidham shop

Pictured: Nicola, Clinical Admin Secretary from our Community Services team at the Hospice

Key fromhighlights the year

With so much great work happening around the Hospice as a result of your support, we couldn’t help but shout from the rooftops about some of our key highlights!

Here’s a snapshot of what we’ve achieved:

242k kg of textiles, shoes and accessories were diverted from landfill by our charity shops

22 Five-Star Reviews

were received on iWantGreatCare! Thank you to those who have left us feedback. We read it all in our commitment to provide the best service across the Hospice

2,305 supportive phone calls were made to our patients and their loved ones through our Volunteer Support Teams

With the appointment of a People Director, we have a newly refocused vision for promoting the wellbeing of our staff and volunteers

993 patients were referred to St Wilfrid’s Hospice services throughout the year

Involvement in one research study to help shape the way medical practioners administer end of life care

91 additional bed days were provided to support the NHS during the challenging Winter months

Our finances in 2022-23

As an independent charity, we receive a percentage of our costs from a small NHS grant. The remainder is raised by the generosity of our supporters, donors and shoppers through fundraising events, major donations, shopping sprees and educational course fees.

Gifts left in Wills, or ‘Legacies’, play a vital role in raising the funds we need to cover the operational running of the Hospice, and as you’ll see later in this report, we have put additional resource and focus into highlighting this vital funding option to our supporters.

Retail and Fundraising continue to deliver large portions of our income, thanks to our supporters and shoppers throughout the community. With an even closer working relationship developed in the past year, Retail and Fundraising are committed to working effectively to provide crucial funds year after year.

With teams closely monitoring cost control, ensuring all expenditure is justified, the Hospice truly values every pound that comes in and out of St Wilfrid’s.

Pictured: Louise and Lucy leading a Breathe Well, Live Well session with some of our patients

Our clinical impact

As Covid-19 restrictions have been lifted, the clinical teams have been in a recovery phase. Whilst it has been great that we are no longer required to wear face masks and we can see our patients’ smiles, it is obvious that the need for the charity’s services is greater than ever before.

Referrals to our clinical services have increased to appropriately 77 per month and we anticipate that this will continue to rise throughout the following years. Our patients are requiring significantly more care and support because of their complex needs. At any one time we have around 325 patients on our caseload with the majority remaining in their own home environment, where we provide advice, timely intervention of medication, therapy input, equipment, physical and psychological support, along with some hands-on care.

An example of how our staff are committed to providing excellent and individualised care has been when we supported a young man who had a chaotic and complicated background, who had spent his life battling a number of health conditions.

Despite a complex, difficult clinical situation, our clinical staff from all disciplines worked very closely with our NHS Community and Commissioning colleagues to enable us to support him and his family during a difficult and frightening time.

Our staff are also committed to understanding what matters most to patients and their loved ones, this year we held several engagement sessions to continue improving self-development and learning for the Hospice. Keen to receive feedback we have also launched this year an independent feedback service iWantGreatCare.

Clinical staff have attended regular training and education sessions with a number embarking on higher level qualifications and developing their clinical expertise. In addition to our own learning we have shared and have provided training opportunities for student nurses, physiotherapists, social worker students from Chichester and Portsmouth Universities and Colleges. We continue to support and provide GP trainee and Counselling placements.

Key Stats

58%

Relaunch of the Breathe Well programme which has successfully supported 24 patients who were struggling to breathe

of our patients who were dying, died in their own home environment which is where they preferred to be

The Ward provided

3,549 occupied bed days 108

patients received direct care from our Hospice at Home team in their own homes during the last few weeks of their life

supportive

calls made

1,655

to patients

and loved ones by our Community Support Team, a fantastic volunteer-led service.

In addition, the Bereavement Support volunteer service undertook over 650 supportive calls and face-to-face contacts

This place is special. It’s completely different to other hospices even, it’s more like a home. Andy, Jason’s nurse, and Joe, from the Family Support Team, were really good friends to Jason. Andy would call me every time Jason went into hospital and say ‘You ok?’. It’s like being at home here, but in a more comfortable setting. You don’t have to worry about the washing being over there or doing the dishes. It’s so calm here and you can focus on the person.

Jo, wife of patient, Jason

Pictured: Jason and his wife Jo, on their wedding day

The last year resulted in all-round success for our Fundraising Team, who manage a multitude of income streams, raising around 51% of Hospice income from their legacies and fundraising divisions.

They supported the Hospice with key campaigns including our fabulous Make Double the Difference Campaign, which celebrated 35 years of St Wilfrid’s, bringing in £307,000 in 35 hours, with a further £22,000 donated through Gift Aid. An incredible effort.

As well as new initiatives, the team brought back familiar projects including Tree-Cycle, where they collected over 1,000 trees, raising £13,239.43 for vital Hospice care. Not only was the team successful in beating their budget, all trees were recycled into mulch and used across local farms, another step forward in our sustainability mission.

Our Fundraising impact Key Stats

Our In-Memory appeals had a strong year, with support from Trusts and Foundations growing considerably too. Legacies are also a vital income stream for our charity, and with the appointment of a new Gift in Wills Officer, additional focus was given to supporting people who would like to remember St Wilfrid’s in their Will.

After a turbulent few years with Covid-19, the team reengaged with corporates and businesses within the area, and showed commitment in delivering excellent stewardship at all times. Thanks to this team effort, Corporate Funding was up 71% against budget.

With the importance of delivering essential funds for the Hospice, the Fundraising Team have a huge task at hand.

470 walkers grabbed their walking boots and took part in our Moonlight Walk 11 11 hair-raising sky dives took place and 15 music events interrupted the sound waves

551.8 miles were run in aid of St Wilfrid’s! Our fabulous supporters took part in the London Marathon, Great South Run and Inflatable 5k, clocking up hundreds of miles

4,000 donations were made in 35 hours for our Make Double the Difference campaign, raising a whopping £307,000!

Over 100 volunteers joined forces with the Fundraising team to support them across a variety of events throughout the year

Pictured: The Fundraising Team with corporate supporters, Lazy Susan, during our Make Double the Difference campaign

Our Retail impact

The Hospice Retail Team had an incredible year with retail income growing year on year, while overachieving on budget too. They were so successful that they had their second consecutive year of our highest ever retail income in Hospice history! A fantastic effort from all staff and volunteers involved.

Our flagship shop in Chichester remained a key location, acting as the shop front to the brand and engaging with the local community in events such as Chichester Pride. Larger shops such as Terminus Road also had a great year with larger donations and a successful eCommerce operation selling pre-loved treasures on our eBay shop, with the help of our Volunteers.

Transactions and Gift Aid have also increased; however, Gift Aid remains a focus to ensure we are inline with industry benchmarks. This has been a great achievement over the last year delivering vital funds to the Charity.

The Retail Team have also been instrumental in delivering our sustainable promise, preventing tonnes of items from hitting landfill. The team have also been working with volunteers supporting adults with learning difficulties to enhance their skills. A huge step forward in thinking and working more sustainably across multiple areas. Well done on a fabulous year!

Key Stats

55,000 kilos of textiles were diverted from landfill

£98,000 raised through GiftAid!

An impressive 24% increase on the previous year

£2,450,00 raised in our retail shops by selling donated items!

We have 335 active volunteers working within the retail team. Thank you to each and every one of them!

335

Our highest selling item sold for £2,056 at auction! It was a fabulous Shopride Flagship Mobility Scooter.

Pictured: Retail assistant, Linda, during our Make Double the Difference campaign

Our sustainability impact

At St Wilfrid’s we are committed to improving our sustainability footprint. Our Estate & Facilities team, along with the commitment of all other departments, have done an excellent job at bringing sustainability to the forefront of St Wilfrid’s agenda, making big steps forward across several areas.

We recycle as much waste as we can, with general waste being sent off and used to generate electricity and heat, achieving a 100% diversion from landfill. As well as general waste, we work with several facilities to reprocess our recycling into new goods and products.

Card and paper are turned into new paper sheets, food waste is broken down into product biogas and biofertiliser, and our cooking oil is converted to biodiesel.

Our clinical teams do a fantastic job recycling waste for incineration and we even send our garden waste off for composting.

There have been so many steps forward this past year when it comes to sustainability around the Hospice, and we are only just getting started. Watch this space in years to come!

Key Stats

8,736kg of general waste sent off for heat and power

9,646.5kg of clinical waste sent off for incineration

3,432kg of card sent off for recycling

2,229kg of mixed dry recycling

Pictured: The St Wilfrid’s bug hotel, built in 2022 by the children at Bosham Primary School

Thanks to our incredible Education Team, our Education Centre delivered the majority of Palliative End of Life Care education across West Sussex, with a over 85 courses carried out throughout this past financial year, as well as supporting our own staff with education sessions.

The introduction of face-to-face courses postpandemic was warmly received, however, most of our educational content was delivered virtually, particularly given our geographical reach. A key new development this year has been the reintroduction of

Our Education impact Key Stats

‘Advanced Communication Skills Training for Senior Healthcare professionals’ and we also continue to play a significant role in Project ECHO.

77.5% of our courses were rated ‘excellent’ with the Education Centre receiving positive feedback. A fantastic effort from the team who have supported organisations in the recovery of the pandemic as well as positioning St Wilfrid’s as a leader in Palliative Care Education. A great way to demonstrate our commitment and collaborative effort to this form of healthcare.

595 individuals took part in our Education sessions

10

in-house training sessions with our HR department on Equality, Diversity and Inclusion

99.5% of our evaluations are rated ‘excellent’ or ‘good’ - A great achievement by our Education team

2 posters accepted and presented at Hospice UK Conference 2022

Looking forward

With so much achieved in the last year, you may be thinking ‘What more can St Wilfrid’s do?’ And the answer is ‘So much more!’ Our dedication to those in the community, as well as our staff and volunteers, has already shaped how 2023-24 looks.

Our Clinical Teams press on with delivering vital care, recruiting more staff to stay ahead of demand and enhance our clinical offering. Activities are now back in full swing in our Living Well Centre, with additional events taking place to engage with patients, their loved ones and our community, including the Rankin Photography Exhibition in October.

We are continuing with our key Fundraising initiatives, implementing personalised donor journeys, solidifying working relations with our Marketing and Retail teams, as well as working smarter with community events, supporting those who kindly raise funds in aid of the Hospice.

The Fundraising Team has also supported our Estate & Facilities Team in progressing our commitment to a more sustainable Hospice, including work around a sustainability audit taking place throughout the Hospice.

Shoppers continue to support us in our 12 Retail shops within the community, with funds raised through our shops consistently outshining their budget, demonstrating shoppers’ desire to shop more sustainably while supporting local causes. Due to this trend new initiatives such as the Charity Shop Gift Card are being pursued, which we hope will help engage with new audiences during peak times of the year.

With lots on across the Charity, working smarter and more efficiently will be key, as will our commitment to ensuring our staff and volunteers feel supported and capable of delivering their work. Without them, we wouldn’t be able to provide the level of service and care we do.

As highlighted, 2023 onwards is looking to be just as busy and it would only be right if we give additional focus to our staff and volunteers who do a fantastic job of keeping the Hospice going on a daily basis.

It is our commitment to care for those in our community and we are determined to have the same focus for our staff and volunteers. With the recruitment of a People Director into the Hospice, we are putting in place a People Strategy which has wellbeing as a core pillar. Ensuring that we have the right people in place to help us achieve our goals, while we care for their health, contentment and resilience.

Our goal is to provide personal and specific benefits and initiatives to gauge role satisfaction, engagement and retention. We aim to support our staff and volunteers with development and learning opportunities, freedom to speak up knowing they’ll be heard, be transparent in our wellbeing offering, and demonstrate a sustainable working environment through workload management, and organisational design so everyone can do their best in an environment that cares.

2023 onwards will see St Wilfrid’s delivering our People Strategy, wellbeing initiatives and promoting education and additional support. With regular feedback opportunities, we hope to continuously monitor the happiness of our staff and volunteers and hold ourselves accountable for a wellbeing strategy that we hope lifts St Wilfrid’s internal community.

Watch this space for an exciting 2023-2024!

A big thank you!

On behalf of our Trustees and Senior Management Team, we would like to say a huge thank you to all our individual donors, supporters, trusts and foundations. Without your support we wouldn’t be able to continue providing great care for our community. Your fundraising and donor efforts make a real difference at St Wilfrid’s Hospice and they do not go unnoticed.

StaffandvolunteersatourChidhamshop

To our staff and volunteers, thank you all for your hard work and continuous dedication to St Wilfrid’s. We are first and foremost an organisation led by people for our community, and without you, we couldn’t offer the expert service and care we provide for our patients. We are extremely grateful to you all.

Some of our amazingHospicecateringteam

Making a difference to local lives

Midhurst

Hampshire

Emsworth

Bosham

Chidham

South Downs

West Sussex

Chichester

East Wittering

Selsey

Barnham

Felpham

Bognor Regis

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