Quality

At Mary Potter Hospice, we are committed to delivering the highest standards of quality and safety. All Hospice staff are involved in quality activities across all teams.

In 2012, Mary Potter Hospice produced it’s first Clinical Governance Report. The Health, Safety and Quality Commission requires that all district health boards publish ‘Quality Accounts’. These are from health and disability service providers regarding the quality of the services provided.

The Hospice employs a Quality Manager, Teresa Read. She can be contacted on:
04 381 0160 Teresa.Read@marypotter.org.nz.  It services are audited annually.

In August 2014, auditors from the DAA group (the Designated Audit Agency for Ministry of Health) performed an independent audit of the Hospice services against Ministry’s standards.

The report said: “The Hospice teams are functioning at a very high level…delivering high quality clinical care for patients and family / whanau.”

The team of auditors used a common checklist for the audit, interviewed staff and consumers, observed practice and the environment and reviewed patient records, policies and procedures.

The Hospice received no corrective actions.  We have been given increased ratings of ‘extensive achievement across several areas, bringing it to a total of 19,  surpassing 2013 results with one rating of ‘outstanding achievement’.

The auditors said that the Hospice has a culture of continuous quality improvement where consumers are at the centre of care. They also said the Hospice strives for best practice and promotes palliative care principles.

Staff are motivated and ‘feed off each other’ in practice development. They thought Mary Potter Hospice is seen by other providers as a ‘go to’ place for best practice processes and innovations, showing leadership in the sector.

Among the patient and family feedback were:
‘I am cared for personally’
‘The service has exceeded expectations’ (Maori patient and whanau)
‘I feel like I am the only person that matters’ (from a patient in a four bedded room) – staff are inclusive and there are no pressures
‘I didn’t feel like eating when I came in and now I am – the food portions and care taken with food presentation made me feel like eating again’.