Monitoring Our Service

Ensuring the best possible care
Care Quality Commission (CQC) Report

The CQC is the independent regulator of all health and adult social care in England. Their job is to make sure that care provided by hospitals, dentists, ambulances, care homes, hospices and services in people’s own homes and elsewhere meets national standards of quality and safety.

You can find out about our ratings and reports here.

As part of their monitoring and inspection process, in October 2021, the CQC inspected our services managed through the Beacon Centre in Guildford. We were delighted to receive an GOOD rating, by achieving all the requirements and received a very positive written report from the Inspector. You can review the report on the CQC website here.

Back in July 2016, the CQC inspected Phyllis Tuckwell Hospice as part of a routine inspection. We were delighted to achieve all the requirements expected and to receive a very positive written report from the Inspector. You can review the October 2016 CQC Report on the CQC website.

Previous reports:
CQC Inspection Report – July 2014
CQC Inspection Report – November 2013
CQC Inspection Report – January 2013

Quality Accounts

Quality Accounts are annual reports to the public from organisations that provide NHS services. They provide information about the quality of the services which that organisation delivers.

The public, patients and others with an interest will use a Quality Account to understand:

  • what an organisation is doing well;
  • where improvements in service quality are required;
  • what the organisation’s priorities for improvement are for the coming year; and,
  • how the organisation has involved people who use their services, staff, and others with an interest in their organisation in determining these priorities for improvement.

Quality Accounts aim to enhance accountability to the public and engage the leaders of an organisation in their quality improvement agenda.

Quality Account 2022-23
Quality Account 2021-22
Quality Account 2020-21
Quality Account 2019-20
Quality Account 2018-19
Quality Account 2017-18
Quality Account 2016/17

Patient Surveys

We are committed to developing improving standards at Phyllis Tuckwell to ensure our patients feel safe and have good experiences whilst under our care. As part of monitoring our service, the feedback we receive involves anyone who has access to our services, enabling us to look at different perspectives of not just the patient, but from carers also. Our staff are then able to focus on any issues and continuously improve our services.

We have recently conducted a survey in our Day Hospice relating to the patients stay. You can read the full report and results of this 2017 Day Hospice survey here.

Full copies of the latest report are available in the coffee lounge and reception. If you have any questions, please contact 01252 729400

VOICES Report – 2018

The report presents the findings of the VOICES – HOSPICE survey conducted at Phyllis Tuckwell Hospice Care during April to July 2018. You can download the full report and findings here.

PLACE (patient led assessment of the care environment) – 2018

PLACE is a tool, recommended by The Department of Health, for assessing the quality of the patient environment. It provides an annual snapshot to organisations of how their environment is seen by those using it, and provides insight into areas for improvement. It enables organisations to benchmark their performance nationally against a range of activities split between five domains:

  • cleanliness
  • condition and appearance of premises
  • food and hydration
  • privacy and dignity
  • the level of provision provided for patients with dementia or those with a disability.

The PTHC assessment team comprised of patients, volunteers and staff and was conducted over two days.

The assessment went very well with the Phyllis Tuckwell Farnham site achieving high levels of compliance.

The Hospice was clean and well maintained with an overall compliance of 98%, there were a few maintenance issues that are easily resolvable and it was noted that cleaning in non-clinical areas could improve.

The provision of food and the quality of the food was good – 91% compliant

The dementia assessments was quite specific. PTHC has made improvement (90%) since the last assessment (2016 – 80%) however there are still some identified areas for improvement. NB The dementia assessment criteria is drawn from environmental assessments produced by ‘The King’s Fund’ and will be referenced in any future refurbishment.


The patients and volunteers involved in the assessment were asked a final question about their ‘lasting impression’ – they all said that they are ‘very confident’ that the environment supported good care. They all reported to have enjoyed the assessment and ‘being of help’.

The results and action plan was communicated the Clinical Governance Sub-Committee and to department managers for cascading and action.