Holderness Health: palliative care

Summary

Holderness Health recently won the Regional NHS Excellence Award in the Quality Improvement category for the work they have been doing to support their palliative patients.

Recognising that you only get one chance to do this right for palliative patients, they have introduced a number of improvements to help patients and their families at the most difficult times of their lives.

Embracing a whole practice approach, Holderness Health have a working group with representatives from key areas of the practice who can quickly respond to a query or support a patient or family member to get what they need, when they need it.

The introduction of their 'Gold Line', which is a dedicated number that is prioritised above other calls, means patients can get through to them quickly when they need to and can be reassured that they can reach out to someone for help. For the team, this identifies that the caller is a 'Gold' call so the staff member knows just how important the call is. If the team member cannot help with the query, they will find somebody that can.

They provide a Gold pack available for patients, that provides some useful information about ours and other services, including contact numbers. There’s also some information on advanced care planning, when and if they want to discuss this. Find out more about the work they are doing from their website link below.