Our Community Team support patients and their families in their homes, in a clinic or virtually. We received thank you messages mainly from our Community Survey, Voices survey and letters or cards.

In the many compliments received across 2025, staff were consistently described as kind, compassionate, professional, and supportive. Families felt well-prepared and supported during difficult times. The team provided practical help such as arranging equipment, adapting homes, and offering emotional support. Examples include:

“The help I received was exactly what I needed. The staff are really helpful and very well trained in what are really difficult times.”

“The community nurse who visited offered excellent support and advice throughout visits and telephone conversations. We felt listened to and secure in her experience of the situation we were in.”

Our IPU is a short-term stay unit that allows us to deliver high-quality end-of-life care and assess troublesome symptoms.  Most compliments have been received from our Voices survey, letters or cards, and conversations between staff members and service users.

Many families highlighted how staff made them feel welcome, supported, and respected. Staff were consistently described as compassionate, kind, professional, and attentive. Volunteers and ancillary staff (e.g. catering, housekeeping) were also praised for their warmth and helpfulness.

Patient care was described as exemplary, dignified, and deeply personal. Families appreciated how staff maintained patients’ dignity and comfort, even in the most difficult moments.

“Staff are so compassionate and clearly all about the person. They also take time to get to know other family and friends. The food is also absolutely fantastic!”

“My family and I will always be thankful for the care and dedication your staff provide. Nothing is too much trouble for them. A beautiful place with beautiful people…”

Our Wellbeing Centre runs sessions to support people managing symptoms of their life-limiting illness. We receive thank you messages mainly via the Wellbeing survey and verbally from patients and relatives during sessions.

The Wellbeing Centre was recognised for addressing emotional, psychological, and social needs. Patients and carers appreciated the time taken to understand their individual circumstances. Specific team members were praised for their empathy and ability to make people feel seen and heard.

Many messages included heartfelt thanks and reflections on how the support received made a lasting difference:

“As a carer I have really enjoyed the wonderful chat and the kindness. I find everything you do supportive and beneficial and I’ve appreciated everything and everyone. Thank you so much for looking after us.”

“From clinical care to family support they have proactively done everything possible to help us. On top of that, they have provided wonderful wellbeing events and complementary therapy which was so unexpected and for which we are so grateful. Thank you.”

Our Bereavement team offers a range of support in the Hospice and in the community. Families consistently praised the Bereavement Team for their kindness, empathy, and understanding during deeply emotional times. The team helped individuals navigate the complexities of grief, offering practical advice, emotional insight, and a safe space to talk.

“I think this service is amazing and invaluable. Most people think of Hospices as supporting end-of-life care, which was excellent. I was therefore so surprised when I received information offering bereavement support. So comforting to meet others in similar circumstances as it helps to not feel quite so alone and learn together new ways of living. Many thanks to all.”

“I felt welcomed and accepted into the group due to the skills of the volunteers, and there is a sense of shared support among all those attending.”

Compassionate Neighbours are trained volunteers offering friendship and a listening ear, and providing regular emotional and social support to people in their local community who are lonely or socially isolated due to the effects of their own or a loved one’s long term or life limiting illness.

Examples of feedback highlight the valuable support provided by our Compassionate Neighbours volunteers.:

“When we meet up they do not feel like ‘appointments’, and I think we both feel that a friendship might develop organically. I am very grateful that you take such care in pairing people in the Compassionate Neighbours Scheme and of course he (The Compassionate Neighbour) is just the nicest person one could ever meet.”

“Its nice to know you have someone there to talk to.”

“My compassionate neighbour is very nice, I see her most weeks. It is nice to have a chat and she is going to help me build my confidence on a bus to Kingston.”

Our Education team provides training to all staff, volunteers and health & social care workers  supporting people at the end of life. We receive feedback from learners during and after the training sessions.

Common themes for feedback include the friendliness and support of the staff during the sessions, which encourage a productive learning environment. Learners are excited to talk about the new skills and knowledge learnt.

Examples of feedback focus on the impact the training has on improving skills, gaining knowledge and having confidence to make a positive difference:

“Hello. My son James has just completed your three day compassionate care at end of life course and I wanted to express my gratitude to you all at the hospice for a wonderful and insightful three days. Each day he came home telling me about his day, what he learnt and the compassionate side of care that you don’t learn from textbooks.  Needless to say it has had a big impact on him. Thank you. James and I will be looking to see how we can support by way of donation or visit one of your charity shops.”

“Signature has found the 6 steps course extremely beneficial; it has opened the lines of communication about end-of-life care. Confidence has grown in talking and families, residents and staff and they feel more comfortable having difficult conversations. The training was really interactive, and trainers were very knowledgeable. Now that all homes have a representative, we are working on implementing a consistent framework across the whole of Signature.”

“This training session was very helpful to update my skills and knowledge”

“I will try to be more empathetic and look for facial expression so that I can asses the situation and will look for the signs and symptoms that if someone will be needing end of life care in a year or months.”