Participation Feedback

April 2016 - March 2017

Comments Cards*

Number of responses

Apr 16 May 16 Jun 16 Jul 16 Aug 16 Sep 16 Oct 16 Nov 16 Dec 16 Jan 17 Feb 17 Mar 17Day Patient 1 1

Inpatient 2 3 2 1 2 1

Outpatient

Known to Inpatient and Day ServicesFamily, carer or visitor 2 3 1 5 2 3 3 1 2 4

Staff / Volunteer 1 1 2 2

Not known 1

Total 6 4 1 9 4 0 0 4 5 2 6 5

*Comments cards do not require to be fully completed.

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Question 1

Apr-16

May-16

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0 2 4 6 8 10 12 14

Do you feel welcome every time you come in to the Hospice?

Never Sometimes Most of the time Always

Question 2

Apr-16May-16Jun-16Jul-16

Aug-16Sep-16Oct-16Nov-16Dec-16Jan-17Feb-17

Mar-17

0 2 4 6 8 10 12 14

Do you find the information provided to you about the hospice services and facilities helpful?

Never Sometimes Most of the time Always

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Question 3

Apr-16

May-16

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0 2 4 6 8 10 12 14

Have you been cared for with dignity and respect?

Never Sometimes Most of the time Always

Question 4

Apr-16May-16Jun-16Jul-16

Aug-16Sep-16Oct-16Nov-16Dec-16Jan-17Feb-17

Mar-17

0 2 4 6 8 10 12 14

Do we involve you as much as you would like in decisions about your care?

Never Sometimes Most of the time Always

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Question 5

Apr-16May-16Jun-16Jul-16

Aug-16Sep-16Oct-16

Nov-16Dec-16Jan-17Feb-17Mar-17

0 2 4 6 8 10 12 14

Have we been able to support you in managing your symptoms?

Never Sometimes Most of the time Always

Question 6

Apr-16

May-16

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0 2 4 6 8 10 12 14

Do you feel you have opportunities to discuss wishes, hopes and fears for the future?

Never Sometimes Most of the time Always

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Question 7

Apr-16May-16Jun-16Jul-16

Aug-16

Sep-16Oct-16

Nov-16Dec-16

Jan-17Feb-17

Mar-17

0 2 4 6 8 10 12 14

Do we provide enough support for family members and friends who care for you?

Never Sometimes Most of the time Always

Question 8

Apr-16May-16Jun-16Jul-16

Aug-16Sep-16Oct-16Nov-16Dec-16Jan-17Feb-17Mar-17

0 2 4 6 8 10 12 14

Do you think the hospice maintains a clean en-vironment?

Never Sometimes Most of the time Always

Question 95

Apr-16

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0 2 4 6 8 10 12 14

Do you think the food and drink provided is of good quality?

Never Sometimes Most of the time Always

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Question 10

Apr-16May-16Jun-16

Jul-16Aug-16

Sep-16Oct-16

Nov-16Dec-16Jan-17Feb-17

Mar-17

0 2 4 6 8 10 12 14

Were you able to get a drink or a snack of your choice when you wanted?

Never Sometimes Most of the time Always

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Do you have any comments you wish to make about the quality of staff who work in the Hospice?

Comment from: Feedback: You said Action: We DidDay Patient Staff amazing. Hard working. Most sincere.Inpatient I think the staff are good. No complaints. Your feedback is very much appreciated and we are

very glad that these experiences of the Hospice were so positive.

Family member The front line staff on all levels are the most caring, kindest and professional people here. I cannot thank them enough. They should be rewarded by the NHS.

We always appreciate feedback from patients and families in order that we can continually review and improve the service that we provide and are grateful to everyone for taking the time to do that.

Inpatient Good caring staffFamily member I think everyone who works at the Hospice are wonderful. They are

always supportive and cheerful. I would like to thank them for being amazing people.

Family member The staff are always friendly and ask after family welfare.Family member They are all wonderful. Very caring and accommodating.Inpatient Kitchen staff don’t always offer me the correct food as I have to have

gluten free diet food and I get told there is nothing I can have.Family member Everyone was extremely efficient, kind and caring both with patients

and relatives. We felt encased in a protective bubble and were able to enjoy our last days together. (Volunteers included in this as well).The tidiness and turnout of staff was also remarkable.

Family member Always kind and caring.Family member The staff are absolutely wonderful. Nothing is too much trouble. They

engaged fantastically with the patients and their family/friends. The volunteers are included in the above comments.

Family member Staff are absolutely wonderful. Nothing is too much trouble. They engage fantastically with patients and their family/friends. The volunteers are included in the above comments.

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In patient They are all excellent. I couldn’t ask for more. Thank you. Your feedback is very much appreciated and we are very glad that these experiences of the Hospice were so positive.

In Patient All staff are excellent. We always appreciate feedback from patients and families in order that we can continually review and improve the service that we provide and are grateful to everyone for taking the time to do that.

Family member From what I have seen there only seems to be one level of care and that is first class.

Family member Superb – great at listening and compassionate and responsiveFamily member Yes; they have been fantastic throughout the process.Inpatient The quality of the staff who have attended to my needs during my

stay have been of an extremely high standard. I must mention Lorna Elliot whose care and attention went beyond normal nursing. She would not allow negativity when one got a bit low. Superb.

Family member They always seemed fairly busy but were never more than 4 minutes away. I was never disappointed with the response.

Family member The staff were ALL extremely caring and attentive. The care <name> received from the ward from the time he arrived was exceptional.

Inpatient Friendly and very helpful. Nothing is a bother to anyone.Family member Gorgeous people! I always felt so welcome and looked after.Inpatient All staff a very loving, supportive and compassionate at all times.Family member Excellent.

Family member Absolute angels – nothing was too much trouble. They cared for my dad professionally and with care and kindness. This place was a little haven of perfectness at a terrible and heart-breaking time for my mum, dad and I. We are so grateful he spent his last days here and my mum could be with him every minute of that. Thank you.

Your feedback is very much appreciated and we are very glad that these experiences of the Hospice were so positive.

Inpatient Commend staff – remarkably without exception. It is no exaggeration to give such a fulsome response. The team is both loving and caring.

We always appreciate feedback from patients and families in order that we can continually review and

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Food presentation and pain relief disciplines have been excellent. improve the service that we provide and are grateful to everyone for taking the time to do that.

Family member The staff from volunteers to nursing staff have been incredibly kind and supportive. My family are extremely grateful for all that was done for us and for the care shown to my aunt.

Inpatient Staff are very caring and attentive. Every single one of them are amazing.

Family member The staff are exceptional it would be unfair to single out any one person for special mention. He couldn’t have asked for better care both physically and mentally. There was always laughter from the room and I, his wife and children thank you.

Family member I do not wish to complain, but I was very disappointed to see a nurse going off shift early when my mother waited to be attended to. We had asked for assistance, but were told we would have to wait – only to see watch her going home over half an hour before she told us she finished. Surely patients come first. Other buzzers also were ringing. Night staff fortunately attended.

Unfortunately as no contact details were provided we were unable to investigate this, to confirm details of the conversations or to identify staff member the allegations refer to. Communication and person centred care is central to all that we do and we are very disappointed to hear of this experience. We would encourage people to leave their contact details where possible so that we can investigate all concerns raised.

Volunteer I come to the Hospice around 9:45 two days a week. Every time I meet a group of staff smoking at the gate. If it’s windy you can smell the smoke coming up the road. It’s very unpleasant and certainly not a very welcoming scenario for a volunteer far less patients and visitors.

We are very sorry to receive this feedback and have addressed this with staff concerned to ensure this is no longer the experience for people arriving at the hospice.

Family member All the staff (domestics, receptionists, etc) were all amazing. Never thought that you were bothering anyone. Doctors and nurses were amazing when caring for my mum. In particular would like to thank the staff on the Pentland ward. In particular Lisa, Miranda, Craig and Mandy. You made my mums last days as comfy as possible. Thank

Many thanks for taking the time to complete a comments card when your Mum was an inpatient at St Columba’s Hospice. We were so pleased to hear how complimentary you were about our staff and also to take the time to name them which is very thoughtful.

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You. We are glad the experience has been so positive at such a difficult time.

Inpatient The staff from cleaners to consultants are absolutely brilliant and couldn’t help me more. Every thought has been thought except for the Columba room. It would be nice to have communion every couple of months and maybe have small service once a week.

We offer spiritual care as a core part of our service. The chaplaincy team support people of all faiths and none. We work closely with peoples own faith communities and encourage them to continue to support their members while here. Communion is offered to individuals and is available on request. We will consider your suggestion of a regular gathering.

Family member Why does it take 20 mins to get pain relief for my wife? Not good Throughout 2017 we are introducing training for our registered nurses so they can administer ‘controlled drug’ medications alone instead of requiring 2 nurses. This will speed up the process and reduce the time taken to get medicines and identify a colleague to support each administration. Safety is paramount in all aspects of medication and we have strict processes to follow. We appreciate this feedback and will continue to be as responsive to our patients’ needs as we can.

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Do you have any comments you wish to make about the quality of leadership and management of the Hospice?

Comment from: Feedback: You said Action: We DidDay Patient Very good.Inpatient I’d like to see them more. Your feedback is very much appreciated and we are very glad

that these experiences of the Hospice were so positive.

Family member Don’t feel able to comment – no contact. We always appreciate feedback from patients and families in order that we can continually review and improve the service that we provide and are grateful to everyone for taking the time to do that.

Family member No direct contact but the staff seem happy to us (as visitors).Family member ExemplaryFamily member Not able to commentFamily member Judging on my staff comments I presume the leadership and

management are first class. Family member Judging from my comment above, I presume the leadership and

management are 1st class.Family member Nothing but praise. Myself and my wife have been treated with

compassion and respect.Family member They have been fantasticInpatient The hand-over done at beginning / end is done very smoothly. It

amazes me how much the incoming shift know about what had happened during the previous shift.

Family member I don’t think there is any need to comment on the quality of staff as everyone knew what they were doing.

Inpatient Everything seems to run very smoothly.Inpatient I see no reason to improve. Your feedback is very much appreciated and we are very glad

that these experiences of the Hospice were so positive.

Family member Amazing. Thank you for looking after my dad. He loved it here. We always appreciate feedback from patients and families in order that we can continually review and improve the service

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that we provide and are grateful to everyone for taking the time to do that.

Inpatient You only get good teamwork where there is good management and congratulations are due all round. I am extremely grateful.

Inpatient Very caring and kind.Family member No complaints whatsoever. Fantastic people work here.Family member The hospice is a wonderful place and this must be down to the

leadership and management.

Family member Please train the volunteers to work the new till in the Iona room. Full training and support is given to all our staff and volunteers. I am sorry for any issues arising whilst we got used to the new system. We are grateful for everyone’s patience and support.

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Any further comments:

Comment from: Feedback: You said Action: We DidDay Patient Healthcare very good.

Your feedback is very much appreciated and we are very glad that these experiences of the Hospice were so positive.

Family member My reason for completing this questionnaire today was to thank Fiona for a wonderful massage as part of the complimentary therapy programme.

We always appreciate feedback from patients and families in order that we can continually review and improve the service that we provide and are grateful to everyone for taking the time to do that.

Family member The staff have been amazing throughout. Couldn’t have asked for a better place for our mum to be.

Family member I don’t think improvements could be made. Care was second to none all the way through.

Inpatient It’s perfect as it is.Family member Thank you!Family member Nothing. The way in which the Hospice operates is excellent. The

focus on care and compassion for patients and family alike in the most difficult circumstances is humbling. Thank you.

Family member Keep doing what you are doing. You’re doing a fantastic job

Inpatient Did not know we could voice concerns to nurses and medical staff. Reassured that we could anytime.

Our charge nurse met with this patient several times to explain his role and other support available.

Inpatient Communion was very welcome. We offer spiritual care for people of no or any faith here and we’re very glad that you appreciated the offer of communion.

Inpatient I think there should be a cup on the bed for the buzzer and TV remote All our buzzers are equipped with a clip to enable them to be

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as I keep losing them at night. This frustrates me. secured to the bedside so enabling easy access. Trolley tables are also provided to enable ease of access to personal belongings. We are sorry that frustration was experienced.

Family member The buzzers are very loud overnight – could the volume be turned down at night?

Also, if staying overnight in the Larch room, is there a toilet closer by overnight family members could use?

We are in the process of reviewing our call bell system options to determine if quitter options are available in view of this feedback.

There is a toilet a few doors down which is currently marked for staff use. We plan to change this asap to visitors and staff so it can be used by those in the family bedrooms.

Family member The Larch room has a long vertical window in the door. At night the light from the hall shines brightly, especially for the person in the sofa bed. A blind similar to those on the window would be good.

We will continue to monitor feedback relating to our new rooms to assess changes required. Thank you for bringing this to our attention.

Family member The garden area with the ceramic flowers seems odd. It is very hard – corners and stone – and very stark. It would be softer in appearance if it had more flowers.

We still have 300 ceramic flowers to be delivered and installed. The reason there is a lot of ‘hard’ landscaping’ in the courtyard is because we need it to be accessible for beds and wheelchairs.

There are lots of beautiful flowering plants and shrubs in the other flower beds. We will continue to monitor feedback regarding the evolving external areas.

Volunteer Suggest – parasols and table for the outside courtyard. We are currently reviewing our outside furniture and have plans to increase the selection throughout 2016. Many thanks for raising this suggestion.

Family member A patient and visitor have suggested that it would be a good idea to place a seat (or small couch) between the 2 sets of front doors. Their idea being that if staff are busy and a visitor has to wait a few minutes out of hours, it would be a nice touch if there was some seating there.

As this is the 1st time we have received feedback regarding this, we will continue to monitor and consider this option for the future. Thanks for taking the time to make this suggestion.

Family member It must be very difficult to care about the patient and the family while We currently provide support, counselling and

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they are here, but I think friends and family members can benefit from psychological guidance. Ps I care for the daughter and wife of the patient.

complementary therapy for family and friends and as part of Care and Compassion Matters, our five year strategy, are continuing to develop out support services to reach as many as we can.

Family member Along with my disabled daughter I have been visiting my mother on Wednesday 20th July at 13:00 my daughter who has a Blue Badge for parking couldn’t get a space in front of the Hospice. Of the 7 cars parked only 1 had a Blue Badge. Please try and stop this.

We have now commenced a system of placing written information regarding appropriate use of parking spaces on windscreens of cars. We will continue to monitor the situation and would like to apologise that this was your experience when you visited.

Family member As a disabled driver with a Blue Badge on my way to visit my terminally ill son, I entered the car park to find 11 cars and 2 vans taking up all the spaces and more. I checked all the vehicles and only 3 had Blue badges. I had to drive out again and park in the next street. Then painfully hobbled into the Hospice.

Volunteer Could the Day Hospice have a little trolley/ cabinet with jewellery, cards etc for the patients to purchase. Distance to the shop is too far.

We are in the process of developing a trolley service for the Day Hospice and in patients following this suggestion. Thank you for the great suggestion which will be of great benefit to many patients and their families.

Unknown It would be really good if Day Hospice could have an area for craft with a table for this purpose. At the moment everything has to be cleared off the table at lunchtime.

We have a newly created art room in Pentland ward and are in the process of creating workshops and activities for all patients and their families including Day Hospice patients.

Family member Too early for Christmas decorations. It is always difficult to get the balance right for everyone regarding the timing of Christmas decorations. We are fortunate in being supported by local organisations with our decorations and try to meet everyone’s wishes as well as fitting with the timescales of our generous supporters.

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Inpatient What is needed is to improve wi-fi? I have this problem at home and we use an extension. Only a few would probably be needed here.

We are sorry to hear that the Wi-Fi connection was a problem for you. We have recently upgraded our Wi-Fi and hope it is now improved.

Family member Food should be better quality. No white bread or processed foods. We are sorry to hear you were so disappointed with the food and we were unable to meet with your expectations or discuss this with you in person. We try to deliver a varied menu on a 7 week cycle which involves some of the suggestions you make. We are always happy to discuss individual preferences and really sorry not to have been able to provide a better experience.

Inpatient Food could be better. Not enough fresh steamed veg, broccoli etc. Eg all is frozen. Poor quality of meat – meat pie is disgusting – couldn’t eat it. Vary the soup; not always lentil or tomato. Eg leek and potato; scotch broth. Beef stroganoff –good; Cottage pie – good; Carrot and coriander soup – good.

Inpatient The WGH kitchen serve excellent food to patients who have special diets. I have to have gluten free and when I was a patient in the WGH I got given a menu daily and every food I could have had GF next to it, Macaroni cheese for example. You got a fantastic menu up there and not so good a menu here.

I was so sorry to read of your impression of our kitchen services your admission. Our kitchen staff are able to provide tailored diets to accommodate any individual patients’ needs and I am so sorry that this wasn’t provided for you during your admission. We have a wide range of gluten free dietary ingredients and this should have been discussed with you at the time of admission by one of our kitchen staff and reviewed as necessary during the time you were with us. In response to the comments you provided we will ensure that full information is made available to all our staff in relation to dietary provisions and services available from the kitchen team so they can be addressed more promptly and sufficiently in future.

In patient Meals are on the cool side. We will remind our nursing staff of the need to give out meals promptly when delivered to the wards and to offer replacement meals if there are delays for individual patients.

Volunteer Iona café – would be useful to have a board/cards so we can put on the flavour of scones and type of soup on a daily basis.

We will order some individual cards for the scones to help display them nicely.

Family member The only small area of improvement – as feedback – could be the food We have reviewed to what is available to people spending

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in the café. Very limited and not many healthy, quality choices (sandwiches dry and uninspiring) – maybe some homemade quiche, salads, baked potatoes etc

time with relatives. We will continue to offer homemade soup alongside the sandwich options, and the cheese and pate plates. We also now stock a range of healthy snack foods, natural bars and fruit juices. We also have hospitality rooms in each ward where other hot meals can be prepared using a microwave if desired.

Inpatient Poached eggs and hot breakfast very often cold. Chips were very brittle – fork was no good

We are sorry that this was your experience. We recently purchased plate covers to minimise heat loss whilst meals are being served.

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Other Feedback Received

You saidLetter Dear Dr Laird; Thank you for your care of <name> and your expertise. Without it we would have missed the privilege of being with <name>

when she died. She was deeply mourned by us but we are reassured that the care at the Hospice was excellent up to – and after – her death.Letter Dear Helen and her team; I don’t know where to start in thanking you for the love, care and compassion that St Columba’s has given me.

Since coming to you as a nervous wreck, I have blossomed and have become confident and relaxed about my future. So many wonderful and splendid people who have given me so much care – people like Pauline, you – Helen, and as I don’t want to pick out one or two members of staff when they are all special, very special people. The patients too. I will miss ….. of course and so many individual characters that are unique and special. St Columba’s is a very special place. Whatever happens to me I will always treasure my time with you. It was, and is, a place of love and I will always be grateful. Thank you from the bottom of my heart.

Card Thank you for making the last couple of weeks of my mum’s life as comfortable and as pain free as they could be. I’d like to extend my thanks to the staff of Cedar ward from myself and my family for everything they’ve done for my mum and for us. I’d also like to express special a special thank you to Christine and her colleague who showed a moving amount of care and tenderness during what was my mum’s last bedside care in my presence, something like that brings comfort to me now after her passing. Thank you. (posted on Facebook)

Contact I [Dot Partington] wanted to take a moment to share some lovely feedback about you all that I received this morning from an elderly lady. She is the wife of a gentleman <name> who died with s in October last year. She said that staff may remember him as she called him ‘the beautiful one. […] She said the word she has continually used when talking to her family and friends about all the staff here is ‘tender’. She described receiving exceptional care from each and every member of staff and volunteer and thought because of the standard of care she and <name> received we must have a team of over 300 staff! […] he asked me the send a heartfelt thank you to you all on her behalf for everything you did for them. She mentioned every team across the hospice and I was incredibly proud to be able to receive this feedback on your behalf and to share it now with you all.

Letter Dr Laird and staff: Thanks to your skills and care, <name>’s last few days at home were peaceful and pain free. I shall always be grateful.Letter Dear Dr Laird and nursing staff: My family and I want to thank you for all the wonderful care and understanding towards my brother. You

made his last four weeks just wonderful.Facebook Unfortunately my aunt passed away yesterday evening. She spent her last weeks at the hospice. Myself and my family cannot thank the staff

enough for the outstanding care she received. You made us all feel so welcome. In fact it’s not about death at St. Columba’s – it’s about giving families a ‘facility’ so they can make the most of the time a person’s got left. There were many other families in the hospice at the same time as us, however the staff’s support and kindness made us feel we were the only family. Many thanks to all the staff, including g the volunteers who made us so many cups of tea in the Iona café. Xxxx.

Card Just a wee note from the DN Team at Links MC. Very much appreciated all your advice and support throughout the time we have been caring for <name>. It has been a challenging and rewarding experience and a bit of a learning curve along the way! Most important is that <name> remained comfortable and peaceful until the end. We are very lucky to have you support us.

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Visit <name> visited today to drop off a card for the nurses and to donate some books to the Columba room which he thought might be useful for other patients and visitors. He has provided us with a new copy of the Qu’ran, in which he says the Arabic is easier to read, and a small book of ‘Selected Prayers of the Prophet Muhammad’ which he has dedicated to his father. He was very appreciative of the prayer mats provided in the Columba room and said the space was very helpful to him and his family. When asked if there was anything else that would support his faith, the only thing he mentioned was an arrow showing the direction of Mecca.

He was hugely impressed with the service we provide, and the sensitive way which he and his family were dealt with.Feedback sheet

I have visited the café every day for three weeks while my aunt was being cared for. The staff on every occasion were friendly and welcoming. This made a difficult time just a bit more bearable and I am thankful to the team for that. Please pass on my appreciation for the wonderful job they do. And for the never ending coffee.

Card with Flowers

These flowers are sent to St Columba’s as a token of remembrance for <name> whom you cared for and who dies in the Hospice in October 1995. The flowers come from his wife’s funeral today and our family are happy to think they will cheer a corner of St Columba’s for a while.

Volunteer I am a great supporter of the Hospice. My husband was a patient in 2009 and was in receipt of great care. For a number of years I have been paying monthly to support the Hospice and will continue to do so.

Volunteer I am full of admiration both for the pro-active fund-raisers at the Hospice (the organisers and the huge response they provoke and for the large number of volunteers who produce such good financial results year after year for a worthy cause. A big bouquet to all.

Volunteer I think the Hospice is doing a great job. My late husband passed away in the old building 10 years ago and I have many “happy” memories of our 9 weeks shared with friends and Hospice staff. They were all so supportive and help families get through a lot of very difficult times.

Volunteer I would like to say a huge thanks for making my first volunteering experience such good fun and memorable. I greatly appreciate the opportunity to work with the Hospice and thoroughly enjoyed my time there. I met some wonderful and amazing people and cannot recommend volunteering at the Hospice enough. I wish everyone in the Hospice continued success, you are all fabulous

Volunteer I loved my short time at St Columba’s. The hospice is such a lovely, bright environment and it was so satisfying to be able to help and knew it was appreciated. If my circumstances allow I will definitely be back.

Volunteer It has been a fulfilling and rewarding experience

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