Literature Review

Nonprofits can profit from customer experience practices Evolve-Success; by Rick de Yampert; 10/14/25 Becca Gatian is grateful for each of the gifts she receives as executive director of Halifax Health – Hospice.“When we notice a gap in service or someone has a concern, we don’t call it a complaint,” said Gatian. “We see it as a gift, an opportunity to improve.” For Halifax Health – Hospice, a nonprofit that services Volusia, Flagler, Orange and Osceola counties, “We always focus on the patient and family – they are our customers,” Gatian said. “‘Client’ seems like a clinical term. It’s really about meeting the customer where they’re at versus having a product that we sell. When you think about a customer and a great experience, it’s because that organization individualized that experience for that particular patient and family.”

Inside the hospice that feels like home: How Omega House catches those who fall through the cracks ABC KTRK-13, Houston, TX; by Brittaney Wilmore; 10/13/25 Retired teacher Eleanor Munger opened Omega House in 1986 in Montrose, pioneering care for dying HIV/AIDs patients. ... Sonny and Neil, and perhaps the laughter they bring, are all part of the key ingredients that make up Omega House, a mainstay in Montrose complete with a living room and garden that you might not immediately realize is a hospice. ... But making it feel like home means it's functioning just as founder Eleanor Munger intended it. "She was a retired Montessori school teacher, so she had no medical background whatsoever. She was 74 years old, and she just felt like this was something that people need - a really loving, caring environment," said Omega House director Sandy Stacy.

‘Lack of urgency’ a top cause of hospice admissions delays, industry consultants say McKnight Home Care; by Adam Healy; 10/9/25 Hospices’ delays in admitting patients can bog down operations and stifle growth. To avoid holdups, providers should act with urgency and prioritize outside-the-box thinking, industry consultants at Transcend Strategy Group recommended. ... Transcend Strategy Group recently released a new insights guide titled “Driving Sales and Admissions Success in Hospice Care.” The guide reveals hospice providers’ top reasons for admissions delays, the problems caused by these delays, and the strategies providers can use to clear bottlenecks. The insights guide noted that admissions delays are problematic for both providers and their clients. ... Hospices should get creative to solve admissions problems, Transcend’s experts agreed. Rather than look for a tool or technology to help speed up operations, look internally to identify practices that prevent care from being delivered, they said.

Hog Town donates $6,000 to United Hospice Service Aspire Rural Health System, ; 10/8/25 Following the 20th annual Hog Town Run, members of Hog Town Inc. presented United Hospice Service (UHS) of Aspire Rural Health System with a generous donation of $6,000. Held on August 9, the event drew participation from motorcyclists across Michigan who gathered in support of a worthy cause. This year, 155 registered bikes joined the run, helping to continue a tradition of giving that has spanned nearly two decades. With this year’s contribution, Hog Town Inc. has donated more than $224,500 to the hospice program since the event’s inception. ... UHS is a non-profit hospice serving Sanilac, Lapeer, Huron, Tuscola, and St. Clair counties [Michigan].

Tri Cities Chaplaincy in Kennewick undergoes $3M+ remodel Fox11-41, Kennewick, WA; by Eli Kern; 10/9/25 The Tri Cities Chaplaincy is undergoing a significant remodel, with a budget of more than $3 million. The hospice center, which has been serving the community since the early 1990s, is getting a much-needed upgrade. Laurie Jackson, CEO of Tri Cities Chaplaincy, shared her gratitude for the community’s continuous support. “We could not have built this in the first place were it not for community partnerships,” said Jackson. The hospice center has been providing care for 30 years, offering families a chance to be present with their loved ones rather than acting as caregivers. Jackson expressed appreciation for individuals like Tom Halazon, the former executive director who played a crucial role in the original project back in 1993. 

Care that never gives up - in honour of World Hospice & Palliative Care Day 2025 The Morung Express; by Dr. Victoria Seb, MBBS, PDGDM, FIPM; 10/10/25 Quoting the Father of Medicine, Hippocrates, himself : ‘To cure sometimes, to relieve often, to comfort always’, these timeless words echo deeply the realm of palliative care, reminding us that the heart of healthcare lies not only in curing disease but in easing suffering and preserving dignity. The World Hospice & Palliative Care Day 2025 theme “Achieving the Promise: Universal Access to Palliative Care” calls to action for communities, healthcare systems and policy makers to ensure that palliative care is not a privilege but a universal right – accessible to every person, everywhere. ... In an era marked by medical advancement and increased life expectancy, the demand for holistic, compassionate care at the end of life has never been greater. Yet, despite its proven benefits, access to palliative care remains limited worldwide. The need for palliative care is urgent and growing, especially as populations age and chronic diseases become more prevalent. 

Conspiracy of verticals:  Rethinking healthcare models with Peter Benjamin Teleios collaborative Network (TCN); video/podcast hosted by Chris Comeaux with Peter Benjamin; 10/8/25 In this conversation, Peter Benjamin and Chris Comeaux discuss the impact of COVID-19 on mortality rates, particularly the concept of 'death pull forward' and its implications for Hospice Care. Peter highlights the significant role of assisted living facilities in Hospice days and explores macro trends in healthcare, emphasizing the shift from vertical to horizontal care models. The discussion also covers the evolution of Palliative Care, frail elderly practices, and institutional special needs plans (iSNPs), while stressing the importance of measuring quality of care, particularly in pain management. 

Dallas nonprofit plans first hospice house for people experiencing homelessness NBC DFW-5, Dallas, TX; by David Goins; 10/7/25 ... Tucked along a quiet, tree-lined street just east of downtown Dallas sits a historic property that will soon house a new concept for North Texas — a hospice house designed to provide end-of-life care in a safe, supportive environment for those living unsheltered. Chris Culack, CEO of the Visiting Nurse Association of Texas, said the organization’s mission has long centered on supporting vulnerable populations. The group currently provides meals for homebound neighbors in Dallas, Denton and Rockwall counties, as well as in-home hospice care in 16 counties statewide. 

New garden at Benefis Peace Hospice offers space for grief and healing KRTV-3 Great Falls, MT; by Aneesa Coomer; 9/23/25 On what would have been her 68th birthday, family, friends, and colleagues gathered Monday at Benefis Peace Hospice to honor the life and legacy of Terry Preite with the dedication of a new memorial garden. A longtime senior leader at Benefis Health System, Preite oversaw both Peace Hospice and the Benefis Foundation, programs she poured her heart into for much of her career. .... The new Terry Preite Memorial Garden features sculptures, walking paths, and quiet spaces for reflection. It was designed not only for hospice patients and families, but for anyone in the community seeking peace.

Pine Tree Hospice celebrates 40th anniversary at Peaks Kenny State Park The Piscataquis Observer, Bangor, ME; by Staff, Piscataquis Observer; 10/6/25 Sixty-plus volunteers and their family members gathered on Saturday, Sept. 20 to celebrate Pine Tree Hospice’s 40 years of providing free care and comfort to families in the greater Piscataquis County community. ... Executive Director Kristen Wortman credits the group’s longevity to the devotion of its volunteers to serving isolated and often house-bound neighbors in their communities, caregivers and those grieving the loss of a loved one. Pine Tree Hospice continues to focus on neighbors helping neighbors. Services are free and provided to clients without medical referral.Editor's Note: Congratulations to this out-of-the-box, rural, "non-medical" hospice that saw end-of-life care needs and found creative "neighbors-helping-neighbors" ways to meet them. Put this into context of 1985, in an ongoing rural environment at the uppermost northeast corner of the U.S., long before Medicare became the norm. 

St. Croix Hospice expands access to care with new locations Investors Hangout; by Evelyn Baker; 10/6/25 St. Croix Hospice is dedicated to enhancing the quality of end-of-life care, and they have taken a significant step forward by opening four new branches across the Midwest. This initiative not only increases their reach but also improves access to compassionate care and support for families during challenging times. The four new locations are strategically placed in communities that can greatly benefit from additional hospice services. Each new branch is situated in:

'I spent 36 years holding dying patients' hands' BBC News, Ireland; by Grace Shaw; 10/5/25 For hospice nurse Trish Carling, holding a dying patient's hand through the dark hours of the night was a privilege to share. The 66-year-old has just retired after 36 years working in palliative care at St Michael's Hospice in Harrogate. Her first shift was in November 1989, and she has worked almost every Christmas Eve and New Year's Eve since. Despite the demands of the job, she originally chose the pathway because it worked around family life when her children were young. "At first I found the night shifts practical - they then became my preferred hours," she said. ... [Continue reading]Editor's Note: In what ways do you honor your longtime employees? How do you tell their stories of passionate compassion? Of loyalty to your core mission through changing times and operational practices? So many of these valued employees began in a pre-digital era. Imagine: before cell phones, the internet, websites, electronic employee files, EMR systems, and so much more. Crucial employee data can get lost especially during organizational name changes, Mergers & Acquistions, or a short-term leave of absence. Let this article be a catalyst for you to research and honor your employees with long tenures. Without their faithful foundations, your work today would not be the same.

Honoring the lives and legacies of hospice leaders - September 2025