Scoring Big: Impacting Patient Experience through Volunteer Service (member only)

Overview:

It’s no secret…for decades, volunteers have provided added value to hospice programs. From tuck-in and quality check calls to specialized services such as Reiki and pet therapy, volunteers provide significant added value! Through volunteers, we provide patients and caregivers with an additional layer of communication and support as well as visits and human touch. Explore options to expand your volunteer team’s complementary services and create a game plan to improve patient experience.

Objectives: 

• Identify opportunities to expand volunteer services beyond the traditional administrative, bereavement and patient care roles.
• Recognize that complementary services can maximize the support your hospice offers to the patients and families in your care.
• Understand how volunteer programs can positively impact multiple quality measures.

Presenter: Diane Santostefano, MBA, EOLD, NEDA Proficient

Diane Santostefano, MBA, EOLD, NEDA Proficient, holds a master’s degree in business administration from the University of Connecticut. She has thirty-five years of experience in team building, strategic planning, leadership, recruitment, training and public speaking in corporate, educational and nonprofit settings. For the past five years, Diane has worked as the Hospice Program Volunteer Coordinator and member of the Center for Mindfulness and Compassion Steering Committee at Middlesex Health System in Middletown, Connecticut. She is a member of the National End-of-Life Doula Alliance (NEDA) and served on the Board of Directors as Membership Committee Chair and Vice President from 2020 – 2022. She is currently a member of the NHPCO Volunteer Management Steering Committee. Diane is passionate about normalizing conversations regarding end-of-life planning and care so others can navigate these issues in a way that is most meaningful to them.