Literature Review

Empowering employees to drive CX [Customer eXperience] innovation: A comprehensive path to successCustomerland; by Ricardo Saltz Gulko; 2/24/25 ... While it is widely recognized that employees play a crucial role in shaping customer experience (CX), their impact on innovation is often less clear. However, employees are the bedrock of innovation within any organization. They bring diverse perspectives, skills, and creativity that fuel the development of new products, services, and processes. This article delves into the significant ways employees influence innovation, providing a comprehensive analysis supported by ten key points. ...

Hospice caregiver spends days with family during Arkansas winter storm NBC News KARK - Maumelle, AR; by Neal Zeringue; 2/20/25 In icy conditions, many would not risk going up and down the steepest hills, but in-home care workers have. One in Maumelle even stayed away from home for days to be with a family on top of a dangerous hill. ... [Nelda] Michael’s husband has dementia and has had in-home care for 15 months. He needs constant attention. Because of the ice, nurses with Arkansas Hospice could not see him Wednesday, but on Thursday they were determined to give him care. However, Morgan Bartley and Michelle Kelley’s cars slid down the hill on one side of the road the Michaels live on top of. KARK 4 News found them stuck and helped them up from the other end of the road. “We were prepared to park our vehicles at the bottom and hike a mile up. Anything to get to him and to her,” Bartley said. [Click on the title's link to continue reading.]

Hospice House seeking to regain tax exemption after losing it this year Owatonna People's Press; by Josh Lafollette; 2/21/25 Despite a few hurdles ahead, there’s a light at the end of the tunnel for the community members seeking to reopen the Homestead Hospice House. After a difficult hiatus, the Hospice House is set to resume serving patients thanks to a partnership with Seasons Hospice, of Rochester. The house, which provided a comforting setting for patients in end-of-life care, closed over a year ago when the previous care provider, Allina Health, discontinued its services there, citing labor reductions within its system and a decline in patients requesting that specific service. Seasons signed a lease with the HHH Board earlier this week. While the future of the house is starting to become clear, the organization is still dealing with the ramifications of Allina’s departure.

Home health, hospice CEO average pay tops $400K: report McKnights Home Care; by Adam Healy; 2/19/25 The Hospital & Healthcare Compensation Service’s newly released 2024-2025 Multi-Facility Corporate Compensation Report offered an in-depth look at home health  and hospice executives’ average earnings. The average CEO salary at a multifacility home health and hospice firm was $403,000, with the top 10% earning $603,000 and the bottom 10% making $278,000. Average salaries varied among other C-suite executives, with chief operating officers earning $247,000, top financial executives earning $265,000, and chief medical officers earning $285,000, on average, according to the report. 

Caroline’s Thrift holds annual gifting ceremony The Pajaronian, Santa Cruz, CA; by Todd Guild; 2/20/25It has been 15 years since Caroline’s Thrift opened, and since that time owner Christine Licker has donated tens of thousands of dollars to local nonprofits. On Feb. 9, Licker held her annual gifting ceremony, during which she handed out checks to 37 organizations totaling $575,500. That brings the total she has given out to more than $4.5 million. She says her inspiration in opening the store was her daughter Caroline, who died at 16 after receiving support from four nonprofits. In her first year, she gave away $40,000, a number that grew to $120,000 the next year. The gifts, she says, are both a way to say 'thank you' and to help the organizations with their mission. ... [This year's list of recipients includes: ...]

Partnership grows to help more clinicians of color find community in Vermont Vermont Business Magazine - Vermont Biz (VB), South Burlington, VT; by Tim, The University of Vermont Medical Center; 2/18/25 A growing partnership between University of Vermont Medical Center and the Vermont Professionals of Color Network (VT PoC) aims to help people of color adjust to life in Vermont and build the personal and professional relationships community leaders say are crucial to both individual wellbeing and keeping residency students in the state after they complete their clinical training. “During my 20 plus years here, I have heard from so many black and brown people about how difficult it can be to adjust to life in Vermont – and this goes for medical residents too,” said Tino Rutanhira, co-founder and co-executive director of VT PoC. "... Without support, many of these professionals decide to leave Vermont at a time when our state desperately needs young, skilled and diverse people to help it grow.” Editor's note: Parteners listed include The University of Vermont Health Network - Home Health & Hospice.

BCN expands community grief care and integrative medicine with grant Bluegrass Care Navigators; News; 2/12/25 Saint Joseph Hospital and Saint Joseph East have awarded Bluegrass Care Navigators (BCN) $50,000 to support grief services and integrative medicine programs. This funding will help BCN provide essential care to more than 1,000 diverse individuals across Lexington, Frankfort, and Cynthiana and address significant health challenges in 2025. Our Community Grief Services include individual and group counseling, Camp Hope for children and adults, and crisis response. With this grant, we anticipate being able to serve more than 800 individuals through community grief counseling. Our Integrative Medicine offerings—music, art, massage therapy, and mindfulness—expand to be able to support approximately 300 patients with 800 visits, enhancing physical and mental health. ... "Together, we are creating a meaningful impact in the community and improving the mental health and well-being of those we serve,” said Liz Fowler, president and CEO of BCN. Editor's note: After this 2/12 post, multiple hospice areas served by Bluegrass Care Navigators were flooded this week, notably Harlan and Pike Counties. We thank BCN for your community grief systems already in place, with significant support ahead for those you serve. 

Part payer, part provider: VNS Health embraces the futureHome Health Care News; by Joyce Famakinwa; 2/18/25As one of the biggest home-based care organizations in New York, VNS Health is leaning into its size and capabilities. ... “Our real challenge is, how do we leverage the large number of programs and services we already offer to ensure a seamless journey through the most difficult times in a person’s life,” VNS Health CEO and President Dan Savitt told Home Health Care News. ... "Being both a payer and provider allows us an opportunity to work with people in our community throughout their health care journey." ... "We use analytics to identify home care patients with late stage conditions who can benefit from enrollment in our advanced illness management program. Then we use analytics to determine when it may be appropriate to consider moving this patient population into hospice care." 

Harbor Foundation expands mission with support for Southeast Texas students The Examiner, Beaumont, TX; by Barbara Davis; 2/18/25 Hope from heartache: For nearly two decades, the Harbor Foundation has been operating as a nonprofit dedicated to enhancing the quality of life for individuals in hospice care, as well as the patients’ families. ... In 2024, the foundation’s efforts grew to include educational support, awarding $20,000 in scholarships to area seniors. As a result of donations and fundraising success, the Harbor Foundation reported that it will award 25 $1,000 scholarships to Southeast Texas seniors this year. This one-time $1,000 award is granted to graduating high school seniors who have lost a parent. Recognizing the financial challenges that accompany such a loss, the foundation aims to alleviate some of the burdens associated with pursuing higher education. ...Editor's note: These significant "one-time" awards for high school seniors who have lost a parent can provide life-changing opportunities of support at a most critical time for these teens. Consider how your hospice--or another nonprofit--might replicate this innovative, meaningful program.

Founding Friends of Treasure Coast Hospice Safari Nights roars to success: Annual gala raises $198k for Youth and Family Grief Support Programs Stuart/Martin County Chamber of Commerce, Stuart, FL; Press Release; 2/10/25 The Founding Friends of Treasure Coast Hospice (FFOTCH) welcomed guests to a magnificently decorated “jungle” at its Safari Nights fundraising gala, held on January 11, at Harbour Ridge Yacht and Country Club in Palm City. The sold-out event raised $198,000 to support Treasure Coast Hospice’s Youth and Family Grief Support Programs. ... Foundation Director Agnes Palmer, CFRE [said,] “The success of Safari Nights is a testament to the unwavering commitment of the incredible volunteers who are dedicated to ensuring resources that provide comfort, hope and healing are available to those who are grieving in our community.” ... The 200-plus members of the volunteer group have raised nearly $5,000,000 to support the organization.

YoloCares: Breaking barriers in medicine, advancing DEI The Davis Enterprise; by Craig Dresang, Special to The Enterprise; 2/15/25 She is unassuming. She is a powerhouse. Her broad blissful smile can be disarming, but make no mistake, Jackie Clark RN, MBA, is a force of nature who knows how to get things done and how to lift people up in the process. The woman who California appointed as its first CEO for Correctional Healthcare Services, and now serves as the Board Chair for YoloCares, has some insight about the emerging challenges facing both healthcare and the country. Before her recent retirement, Clark oversaw the care of approximately 5,000 incarcerated patients annually, including one of the only hospice facilities in the country for incarcerated individuals. Clark expanded hospice care and developed a program for patients with Alzheimer’s and dementia. Recognizing the emotional impacts that an inmate’s death can have in the prison community, she also expanded an existing peer support training program to include preparing volunteers to aid hospice patients. ... Over time, Clark completely transformed the quality and delivery of healthcare in all of California’s 34 correctional facilities. ...

What's keeping CFOs up at night? Becker's Hospital CFO Report; by Alan Condon; 2/14/25 As health system CFOs chart their course for 2025, they face an increasingly complex financial landscape marked by mounting labor costs, tightening margins, shifting payer dynamics and an evolving regulatory environment. ... [Several] CFOs recently joined the “Becker's CFO and Revenue Cycle Podcast” to discuss the trends they're watching most closely — and the strategies they're deploying to stay ahead. [Key items include the following: labor shortages (key theme); major investments in ambulatory care facilities; AI to support operations and service; physician partnerships; shift from fee for service to value-based care; clinical labor; malpractice litigation; growth of Medicare Advantage programs; staffing shortages; inflation; reimbursements; providing care to undersinsured patients; Medicaid supplemental funding programs; "disruptors' by private equity and "other nontraditional players"; uncertainty of federal and state regulation changes.]

Local hospice clinic reacts to doctor’s death NBC 11, CBS 13, Fox 9, Yuma, AZ; by Miriam Ordonez and Dillon Fuhrman; 2/12/25 A Yuma physician has been identified as the victim of a fatal vehicle crash that took place early Monday morning. 75-year-old William Michael Shea, a longtime doctor at Hospice of Yuma, was struck while crossing S. James Drive at East 24th Street. Authorities say the driver, a 65-year-old woman, was turning onto James Road from 24th Street when the accident happened. Shea was rushed to Onvida Health, where he later died from his injuries. Hospice of Yuma shared their sadness over Dr. Shea's passing, calling him a beloved leader whose "dedication, compassion and leadership touched countless lives."