Avera@Home Southwest Minnesota Hospice has significantly improved patient satisfaction and care quality by embedding compassion, hospitality, and stewardship into its hospice services. Through initiatives such as ELNEC training, the IMPACT program, ongoing case manager education, and a deeper focus on emotional and spiritual support, the agency transformed its approach to end-of-life care. These efforts led to improved CAHPS scores, increased staff satisfaction, and a 5-Star Rating—placing the agency among the top 20% of hospice providers nationally. This presentation will share the strategies, challenges, and measurable outcomes of this quality initiative, offering a replicable model for other hospice programs seeking to elevate care standards.

Learning Outcomes

Identify key interventions—such as ELNEC training and emotional/spiritual support—that contribute to improved patient and family satisfaction in hospice care.   Understand how data-driven quality improvement and continuous staff education can lead to measurable outcomes, including national recognition and improved CAHPS scores.  Apply a values-based framework (compassion, hospitality, stewardship) to enhance holistic, person-centered care and foster sustainable improvements in hospice services.