Our first priority is to ensure the safety of our patients, visitors, staff and volunteers. We are taking precautionary steps to minimise the risk posed by coronavirus.

Our Senior Leadership Team continues to work closely with the specific task group set up in early March 2020 to manage all matters relating to COVID-19.

Our frontline staff will carry on adapting to our ever-changing environment, and most of our non-clinical team members are working from home. As an organisation, our principal focus remains the same as always: to provide the highest levels of compassionate care we can to our patients, their carers and families, and to our wider community. We will carry on working tirelessly to adapt the way we deliver many of our services, to support those local families who need us most; while doing all that we can to support the health and wellbeing of our staff.

Between April and July 2020, we received several financial instalments from the government to help address the collapse of our fundraising events. However, this was a short-term solution, and income remains substantially lower and is likely to stay that way for some time. We are continually working creatively to launch new fundraising initiatives for our community to get involved.

This page has been set up to provide the latest from the organisation on where and how to access information. You can click through the sections below to find the information most relevant to you, which will be updated as required. Updates will also be posted on our social media channels, too – Instagram, Facebook and Twitter; if you want to receive these then please ‘follow’ us.

Thank you for your continued help and support at this time.

For the latest information, please also refer to the NHS advice and also to the UK Government response.

To view our COVID-19 Risk Assessment, please click here.

To view our Retail COVID-19 Risk Assessment, please click here

Information for patients and families

Our In-Patient Unit (IPU) is operating, with additional procedures in place to limit the risk of infection. Visitors are permitted but restrictions remain – last updated on 23 December 2021.

Face-to-face visiting:

Visiting by relatives, friends and pets is permitted, with numbers to be agreed depending on circumstances. The visiting time must be pre-booked and confirmed prior to arrival. A nurse will assess whether you are safe to visit. You will be asked to wear a mask on arrival, unless you are exempt.

Visitors are asked to sign in at the main reception and will then be directed outside to the ambulance entrance – all access to the IPU will take place via the ambulance entrance.

Access to the Hospice’s coffee shop and restaurant is currently unavailable.

We understand how important it is for children to maintain connections with special family members. Children attending the Hospice for essential visits are advised that:

  • Masks don’t tend to fit all children and young people well. If they don’t want to wear a mask, that is okay. If a parent or carer would like their child to wear a mask or a face covering, that is also okay. The only exception of this will be if the patient is confirmed/suspected COVID-19.
  • Please use Alcogel or wash hands when entering and leaving the building.
  • Children and young people must leave via an external door (if possible).
  • A parent or carer must chaperone children and young people.

Virtual visiting:

We can arrange daily virtual connection through Zoom or WhatsApp/Facebook video calls. This can be organised via our nursing team or clinical administrator.

Our Wellbeing Centre is operating via Zoom, we continue to take referrals, and our staff will make contact with you to look at how we might support you for the time being.

Our Community Team (Hospice at Home) will offer support primarily via phone or video. However, home visits may still be available following telephone assessment, with additional procedures in place to limit the risk of infection for themselves and patients.

Our night nurses will continue to respond as needed following assessment and appropriate consideration of risk-limiting procedures.

Our Bereavement Team has some face to face support including individual support sessions and Walk and Talks. Telephone and video support for individuals and groups are also available.

If you would like individual support, to join a weekly Zoom group or one of the Walk & Talks, please email: bereavementsupport@pah.org.uk

Current government ‘meeting with others guidance’ allows support groups of up to 15 people. Due to limits on numbers, booking is essential for all walks: bereavementsupport@pah.org.uk

Bushy Park – 1st & 3rd Thursday of each month 10.45 (for 11am start)
Meeting point Pheasantry Café car park (direct access from Teddington gate entrance only)

Richmond Park – 2nd Wednesday of the month 10.45 (for 11am start) and there will also be an afternoon walk starting at 2pm
Meeting point Pembroke Lodge car park by Information office.

Note: these walks are only available for bereaved people whose loved one died under the care of Princess Alice Hospice. To find out more about groups open to all visit here.

Viewing the Book of Remembrance at the Hospice Sanctuary

From Monday 17 May it will again be possible for visitors to view the Book of Remembrance. In order to continue to keep everyone safe, the number of people able to visit will be limited and an appointment will need be booked before you arrive. Times slots are available every day between 10.00am and 4.30pm. Regrettably, visitors will not as yet be able visit other partsof the Hospice (the garden, coffee lounge, restaurant, etc.).

If you would like to book a time to view the Book of Remembrance, please email Sally Holland sallyholland@pah.org.uk (currently, these emails will be responded to only on Monday-Wednesday)

You may have been thinking about planning for your future care – we have developed an easy guide to help you get started. We also have a team of trained volunteers who can offer telephone support.

Information for clinical partners

In March 2020, we confirmed that the Hospice had become a COVID-19 Outbreak Centre, as was the case in a large proportion of healthcare settings in England.

For your information, being classified as an Outbreak Centre in a healthcare setting is defined as:

Two or more test-confirmed cases or clinically suspected cases of COVID-19 among individuals, e.g. patients, healthcare workers, other hospital staff and regular visitors associated with a specific setting.

Please be reassured that we continue to focus our energies on ensuring that our Hospice is COVID-secure and that we are following government guidelines, to protect our critical community and in-patient services, and to protect the safety of our patients, families, volunteers and employees.

The Hospice continues to accept admissions at this time.

We continue to remodel our community services to ensure we are responsive and able to reach as many people as possible. We can work remotely and support patients and families, partners and healthcare professionals through video and telephone contact. We will continue to support urgent face to face visiting.

Our Wellbeing Centre is not currently supporting face to face social interaction for the foreseeable future, but please do not stop referring as there are other ways we may be able to offer support to people in need, e.g. telephone and Zoom.

Our Education team has adapted our calendar of learning in both content and delivery. We are pleased to be able to offer a variety of interactive courses remotely via Zoom. Click here to see a list of our Zoom training sessions or contact education@pah.org.ukto discuss your bespoke training needs.

If clinical partners need to contact the Hospice or have any specific concerns, they should not hesitate to call on 01372 461804.

If you need to contact us or have any specific concerns, please don’t hesitate to call on 01372 461804.

Information for fundraisers and supporters

As a charity, we depend on the generous support of our local community, and we need that support now more than ever. We have adapted many of our events so take a look at our calendar for more details.

If you’ve been fundraising for us recently, or have a fundraising activity planned, and you have any questions or concerns, please contact us by emailing supportercare@pah.org.uk,or call 01372 461808 if you can’t email.

Please follow us via our social media channels – Instagram (pahospice), Facebook (@pahospice) and Twitter (@PAHospice) to keep up to date with our latest news.

If you’d like to support us during these unparalleled times, and help us to continue to provide outstanding care to our patients and families, we have some suggestions for ways that you can do this from a distance.

Thank you!

Information for shop customers and supporters

Following the latest government announcements, our retail shops and furniture collection service reopened on Monday 12 April 2021.

Thank you once again for your patience and support through these difficult times.

Information for course attendees and learners

Our Education team has adapted our calendar of learning in both content and delivery. We are pleased to be able to offer a variety of interactive courses remotely via Zoom. Click here to see a list of our Zoom training sessions or contact education@pah.org.ukto discuss your bespoke training needs.

Information for volunteers

We’d like to say a huge thank you to our volunteers; those of you who have been able to volunteer flexibly and those of you who have shown great patience and continued support when you had to stand down.

We are pleased to say that the majority of our volunteer roles have returned.

We continue to send out monthly newsletters and share information about the new volunteer roles. If you have any questions, please contact the Volunteer Team.

Information for Carers

Our Carers Café is currently on hold but do get in touch with the Community Engagement Team if you have a query that is not related to the care being provided by our clinical colleagues. We are able to offer some phone support to you at this difficult time. We are also in touch with our Wellbeing Centre and we may be able to link up via the remote sessions being held. Drop us an email on communityengagement@PAH.org.uk and we will get back to you.

There is also some very useful information on the Carers UK website page.