NHPCO NewsLine Spring 2022 - 11

24-hour care required and still have energy to do the
activities they enjoy together. Each member of the
interdisciplinary team brings expertise on one or more of
the dimensions of the patient and family experience, which
makes all of their input and suggestions equally valuable in
the Experience Model. The care plan problems are not
'nursing problems' or 'social work problems,' but the
patient's and family's experience-and their care plan is
directed by their values and end-of-life goals.
The Benefits to Those Who Serve
Organizational culture plays a large role in affecting the
delivery of the Experience Model. Systems and resources
that allow for individualized care while maintaining
high-quality standards encourage and motivate everyone
toward service excellence. It is this culture of service
excellence that transforms all interactions and
experiences.
Transformative end-of-life experiences for patients and
families happen when staff and volunteers understand the
value of their roles in creating these experiences, even
when they do not provide direct care. For instance, the
Figure 2
Define Issues
Strategic Plan
Policy, Practice
Financial
Regulatory
Board Policy
Legal
Stewardship / Public Relations
Consumer Feedback / Quality Information
Patient / Family
finance department understands the value in processing
medical bills so patients and families don't have the
burden of that additional task and can spend more time
doing what is important to them. Education staff
understands that many of the resource materials they
develop will help caregivers feel confident about the care
they are providing and perhaps bring meaning to the
caregiving experience. And administrative teams create
systems that allow for decision making and flexibility at
the bedside, without lengthy bureaucratic approvals.
Leaders motivate staff and volunteers by helping them to
see the connections between their job functions and
transforming the patient and family's experiences. When
we share stories about how their efforts transform
end-of-life experiences, we create a passion for their roles
and enhance their desire to provide service excellence in
everything they do.
Policies and procedures, systems, and the organizational
culture must reinforce the concept that all hospice staff
work to enhance the end-of-life experiences for those they
serve. Figure 2 depicts a framework for mission-based
policy decisions that take into account the patient and
family's values, goals and wishes.
Other Departments
Internal Research Issue
External Research Issue
Redefine Issue
Ethics
Marketplace Issues
History of Issues
Culture, Mission, Vision, Values
Partners, Vendors, Business Associates
Disseminenation <------- Policy -------> Education
Newsline / Spring 2022
11
NHPCO NewsLine Spring 2022

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