We have been providing specialist care and emotional support to families living with incurable illness in Shropshire, Telford & Wrekin and Mid Wales since 1989. At the end of 2019, our care for people living with incurable illness was declared as ‘outstanding’ - the highest level of award possible - by the Care Quality Commission for performing ‘exceptionally well’. The CQC, which regulates all health and social care providers, sent examiners to talk to our patients and staff, and review records for services across Shropshire, Telford & Wrekin and Mid Wales. Following two separate, intensive inspections, services in Bicton were rated as ‘good’, with Apley assessed as ‘outstanding’ for being caring, responsive and well-led with a ‘strong culture of teamwork and support’ providing care for patients and families that minimises distress and promotes dignity. Our management was observed as motivating staff to deliver ‘excellent and sustainable care’ with ‘a common goal to improve the quality and safety’ of it. Flexible services focussed on ‘individual needs and preferences’, with inspectors praising staff for treating patients and those close to them with ‘compassion and kindness’ and going ‘above and beyond’ to provide support. With four out of five patients looked after at home, we also support people through a variety of bespoke services in the community, as well as ward care. We have day services providing coffee mornings, consultant led clinics, educational programmes, and complementary and creative therapy including aromatherapy sessions, art and craft sessions, massage and reiki. Community outreach teams work with GPs, district nurses and care homes to provide care, and hospice at home and inpatient services deliver care for palliative patients. The hospice also runs a Compassionate Communities befriending service, bereavement support and a lymphoedema service.