St Luke’s


St Luke’s Hospice, a charity based in Plymouth, provides specialist palliative care for patients with progressive and incurable life-limiting illnesses, who often experience complex symptoms and psychosocial needs requiring the input of a multi-professional palliative care team.

Challenges

St Luke’s had a number of challenges at play when Gail Wilson, the newly appointed Head of Education, arrived in post. Challenges included:

  • The St Luke’s Education & Specialist teams work collaboratively with a large number of organisations to ensure current, evidence-based best practice. Partner education organisations include Plymouth NHS Trust, Plymouth Community Health, Plymouth University and Plymouth Medical School and other regional hospices.
  • The Education team delivers training both internally to staff and volunteers, and externally to other nursing homes, care homes, and healthcare professionals’ including the ambulance service and GP surgeries.
  • Over 1,500 volunteers work with St. Luke’s – and they require training across a broad spectrum of requirements: from skills required in a retail setting to those required in a hospice environment.
  • Payments for external training were difficult to chase, and sometimes went unpaid
  • The system for managing training – internal and external – was not robust enough to effectively manage all the detailed and varied requirements St Luke’s had.

Solution

After detailed consultation, the ES solution was implemented with modules which allowed for greatly improved management of learner pathways, course bookings and administration, and individual compliance requirements.

Results

Enterprise Study’s solutions have helped streamline processes and learning management, and to resolve the challenges which were costing St Luke’s money and staff time. The most significant result was an ‘Outstanding’ rating in a 2016 CQC inspection. The report mentioned the learning management system in particular as an element of the changes made which allowed for an overall outstanding result. Other results included:

  • Structured and evidenced volunteer training
  • Structured and evidenced training of all staff – across medical, retail, health & safety and role-specific learning areas
  • Better financial management
  • Significant reduction in admin time
  • Strategic marketing of courses to external learners contributing to revenue
  • Demonstrable and flexible pricing

Feedback

The decision was unanimous. The ES system is very user friendly. Its look and functionality make it easy to use intuitively and easy for staff to access the information they need.

The whole team at ES are excellent. In terms of support, I can’t fault it – they’re fantastic. If you phone, there’s always someone to talk to. The team is very approachable, which is one of the reasons the selection panel felt we could work with them.

As hospices grow and grow, so do their volunteer bases. That means the responsibility of training those volunteers is growing so compliance is an increasingly important issue. The flexibility ES delivers means it doesn’t matter how small or large the hospice is, the product could help them. In the new world of commissioning, hospices are going to have to evidence the skills of the staff. The ability to produce audit trail and reports to give commissioners is invaluable."

- Gail Wilson, Deputy Director of Clinical Services & Head of Education and Development.