At Horsell Lodge, part of the Caring Homes Group, the dedicated Palliative Team is leading a whole-home approach to end-of-life care – where compassion, dignity and family support are at the heart of every decision.
Located near Woking, Horsell Lodge is a warm, modern care home offering residential, nursing, and dementia care. When a resident is ready to receive palliative care, the focus shifts to kindness, thoughtfulness, and unwavering empathy – not just for the resident, but for their loved ones too.
Striving to deliver truly exceptional palliative care, Horsell Lodge has introduced its own unique approach, led by a small, dedicated group known as the Palliative Team. Comprising Head Housekeeper Denise, Wellbeing Lead Rachel, and experienced carer Deborah, the trio has made it their mission to continually improve how the home supports residents and families during life’s most difficult moments.
The team was formed after heartfelt feedback from a family whose loved one was nearing the end of life. On a particularly emotional day, staff offered the family a vacant room so they could stay close by. The gesture – complete with snacks, toiletries, and a toothbrush – meant the world to them. Their thank-you letter inspired a more proactive and consistent approach.
Rather than responding to each situation case-by-case, the team introduced a core standard of care for families facing loss. This includes access to food 24 hours a day, use of a shower and toiletries, and where possible, a private room to stay overnight. Most importantly, if a family member needs to step away, a team member will sit with the resident – ensuring no one is ever left alone.
This core standard now acts as a benchmark, with feedback gathered after each experience from both staff and, where appropriate, families. Reflections and suggestions are brought to monthly management meetings, where improvements are discussed and shared with the whole team.
But it’s not just about families. The team also recognises the emotional toll palliative care can have on staff. While there are no ‘favourites’, it’s natural for carers to form strong bonds with certain residents. The Palliative Team makes a point of identifying team members who may need extra support and ensures they’re not left to manage grief alone.
Home Manager Julie sums it up beautifully:
“Palliative and end-of-life care is one of the most important things we do. It’s the last thing we can do for someone, and we only get one chance to do it right. That final experience is what their family will remember forever – so we do all we can to make it peaceful, dignified, and supportive.”
Through the dedication of this small team, Horsell Lodge has created a culture that embraces the entire family network. Their thoughtful approach has become embedded in the home’s ethos and is felt by everyone who walks through its doors.
As one family member wrote:
“The team at Horsell Lodge made what can be a distressing time peaceful and thoughtful. Everything I needed – even the things I didn’t realise I needed – appeared with kindness and care. The support was not just for my mum, but for every one of us during her last few weeks. We are forever grateful.”
