A Kent hospice described as a “shining example” in palliative and end-of-life care has been rated outstanding for the second time.

The Pilgrims Hospice’s Ashford site was awarded the rating following a visit from the Care Quality Commission (CQC) in May.

Inspectors from the government watchdog praised compassionate staff who go “above and beyond” to make patients’ final days full of “peace, comfort and meaning”.

The CQC’s deputy director of operations in Kent, Serena Coleman, said: “At Pilgrims Hospice Ashford, we found a service providing exceptional, person-centred care where compassion, dignity and respect are at the heart of everything staff do.

“People told us that staff had transformed their experience of end-of-life care, turning what could have been a time of fear and sadness into one filled with peace, comfort and meaning.

“One person told us they felt ‘safe, cared for and genuinely loved,’ and relatives described the care as ‘life changing’.

“Staff showed extraordinary kindness and understanding. They took time to get to know every individual and their family, recognising what mattered most to them.”

The CQC gives examples of where the team have gone the extra mile, such as organising weddings, birthday parties, helping people make memory boxes with their children, and even fulfilling last wishes such as sharing a favourite meal or listening to a special piece of music.

The hospice’s visit was the first in a decade, with Ashford also receiving the highest possible overall rating in 2015.

In the CQC’s individual categories, how well-led the hospice is was raised from good to outstanding, how responsive and caring the hospice is was again rated outstanding, and how safe and effective it is was again rated good.

Ms Coleman added: “People said they felt listened to and respected, with their views shaping every aspect of their care and support.

“Staff supported people to maintain their independence and choice, involving families and loved ones in decisions every step of the way.

“They also supported relatives after bereavement through the hospice’s compassionate counselling and community programmes.

“Leaders have created a culture where every team member feels valued and empowered to provide outstanding care.

“Their commitment to continual learning and collaboration ensures people always receive safe, high-quality and holistic support.

“Pilgrims Hospice Ashford is a shining example of what can be achieved when a service puts people first and leads with empathy, skill and heart.”

The therapies on offer at the centre - including massage, aromatherapy and art - were commended, along with its Stepping Stones programme and bereavement café to help patients’ families.

Innovative use of virtual reality and video-link systems to help people connect with loved ones and help with anxiety was also praised.

Staff spoke proudly about working at the hospice, crediting strong leadership, accessible training and a supportive culture that “values their wellbeing as much as that of the people they care for”.

The Pilgrims Hospice is east Kent’s largest hospice charity, with sites in Ashford, Canterbury and Thanet.

It was founded 40 years ago and provides specialist palliative and end-of-life care, as well as advice and support for adults with life-limiting illness and their families.