Transcript Slide 1

COMMUNITY CONSULTING CLUB
Real Projects, Real Service
Hospice Care in Southeast Michigan:
Comparative Analysis
Agenda
I
Agenda
II
Overview of Competitors
III
Overview of Hospice Care in Michigan
IV
Customer Needs
V
Summary
VI
Appendix
Agenda
I
Agenda
II
Overview of Key Competitors
(Hospice of Michigan, Hospice of Washtenaw, Angela
Hospice, Henry Ford Hospice)
- Consolidated Service Area
- Service Area by Competitor
- All Service Providers in 7 County Area
III
- Summary by Identified Characteristic
- Promises Made
- Response Time
- Patient Processing
- Visit Frequency
Overview of Hospice Care in Michigan
IV
Customer Needs
V
Summary
VI
Appendix
Consolidated - Service Area
Arbor Hospice, Hospice of
Michigan, Hospice of Washtenaw,
Henry Ford Hospice, Angela
Hospice
Arbor Hospice, Hospice of
Michigan, Hospice of Washtenaw,
Henry Ford Hospice
Arbor Hospice, Hospice of
Michigan, Hospice of Washtenaw
Hospice of Michigan, Henry Ford
Hospice, Angela Hospice
Hospice of Michigan, Hospice of
Washtenaw
Hospice of Michigan, Henry Ford
Hospice
Hospice of Michigan
Source: Michigan Hospice & Palliative Care Organization
Hospice of Michigan - Service Area
Source: Michigan Hospice & Palliative Care Organization
Hospice of Washtenaw - Service Area
Source: Michigan Hospice & Palliative Care Organization
Angela Hospice - Service Area
Source: Michigan Hospice & Palliative Care Organization
Henry Ford Hospice - Service Area
Source: Michigan Hospice & Palliative Care Organization
Arbor Hospice - Service Area
Source: Michigan Hospice & Palliative Care Organization
Competition within Service Area
Arbor Hospice Service Area
Competitor
Arbor Hospice
Angela Hospice
Beaumont Hospice
Community Home Health & Hospice
Community Hospice & Home Health Care Services
Division of Trinity Continuing Care - Cranbrook Hospice
Friends of Hospice of Shiawassee, Inc.
Good Samaritan Hospice Care – Barry Community Hospice
Heartland Hospice
Hospice of Henry Ford Health System
Hospice of Integrated Services
Hospice of Jackson and Oaklawn
Hospice of Lenawee
Hospice of Michigan
Hospice of Northwest Ohio
Hospice of Washtenaw
Hurley Medical Center Hospice
Karmanos Cancer Institute Hospice
Lighthouse Hospice
Livingston Community Hospice
McLaren Hospice Services
Mercy Memorial Hospice of Monroe
Simon House
St. John Health System Home Services Hospice
VNA Hospice
Source: Michigan Hospice & Palliative Care Organization
Jackson
Lenawee
Livingston
Monroe
Oakland
Washtenaw
Wayne
Hospice
of
Michigan
Service Summary – Hospice of Michigan
Mission
• Hospice of Michigan's mission is to ensure quality of life and a comfortable, peaceful death for all patients receiving
care, and to provide support for their loved ones. Will serve everyone in communities who needs and seeks care, and
strive to improve the state of end-of-life care.
Vision
• Hospice of Michigan will be the premier provider of expert, compassionate care for people who are experiencing
life-threatening illnesses. Partnerships with patients, families, customers, employees and communities will enhance
ability to provide care to all those who need it. Excel at service, innovation and research which will improve the quality
of care for those served.
Approach / Goals
• Behave as a true interdisciplinary team.
• Plan for the future.
• Continually seek to eliminate barriers and improve access to services.
• Set and exceed best practice standards for end-of-life care.
• Measure everything in order to improve.
• Provide opportunities for staff development and reward staff for their contributions to vision, mission and goals.
Services
• Physical support: pain management, symptom control, personal care
• Emotional and spiritual support: helping patients and families cope
• Grief support: helping families, friends for 13 months after the loved one’s death
• Volunteer services: providing respite care, doing chores, listening
• Financial assistance: helping all terminally ill patients, regardless of ability to pay
Source: http://www.hom.org/; Hospice of Michigan Public Relations
Service Summary – Hospice of Michigan (con’t)
Differentiating Factors
•Statewide. Hospice of Michigan was the first statewide hospice program in the country when it was founded in
1994 in a merger of 10 hospices across Michigan. Serves 45 counties throughout Michigan's Lower Peninsula.
•Larger. Because of size, Hospice of Michigan can offer many services smaller hospices cannot afford, including
complex and costly comfort care for patients who need it.
•Specialists. Hospice of Michigan has specialists in many areas, including pediatric hospice care, high-tech
palliative care and care for people with AIDS. Have more doctors and nurses who are board certified in hospice and
palliative care.
•Open admissions. Hospice of Michigan has no restrictive admissions criteria. Anyone with any terminal illness can
be admitted to HOM, whether or not they have a caregiver at home.
•Recognized leader. Hospice of Michigan is currently participating in several nationwide research projects to
improve end-of-life care in the United States. President and CEO, Dorothy E. Deremo, is one of 12 members of
Michigan Governor John Engler's Commission on End of Life Care. Executive Medical Director, Dr. John Finn, is
president-elect of the American Academy of Hospice and Palliative Medicine.
•Specialized programs. Hospice of Michigan has programs tailored to meet the needs of diverse cultural and
religious groups.
Source: http://www.hom.org/; Hospice of Michigan Public Relations
Service Summary – Hospice of Michigan (con’t)
Promises Made
• Hospice of Michigan's makes no promises to admitted patients. The patient is informed as to all the people and
services that will be available to them through Hospice of Michigan.
Response Time
• Depending on where the patient lives, response time can vary from 15 minutes to 75 minutes.
Patient Processing
• Depending on the time of day of the referral, a patient can be processed anywhere from 4 – 24 hours.
Visit Frequency
• Depending on the patient and symptoms, visit frequency can vary from daily to weekly.
Source: http://www.hom.org/; Hospice of Michigan Public Relations
Hospice
of
Washtenaw
Service Summary - Hospice of Washtenaw
Mission
•
Hospice of Washtenaw offers a wide range of services that meet the many physical, emotional and spiritual
needs of patients and their families.
Vision
•Hospice
of Washtenaw focuses not on healing and recovery, but on comfort and quality of life. Through
specialized services, help patients and their families manage physical, emotional, social and spiritual needs.
Patients live their final days with peace and dignity in the comfort of their own home or care facility. Work with
family and friends to help them cope with end of life transition and stress of the approaching loss.
Approach / Goals
•The
goal is to achieve constant control over pain without impairing alertness. Patients are encouraged to remain as
active as possible and stay in close contact with family and friends.
Differentiating Factors
•
Home Care and Hospice together offer to patients with a life-limiting illness the option of a "Bridge Program.“
•
Staff assist in the management of end-of-life issues while the patient is still receiving treatment for the disease
process.
Source: Hospice of Washtenaw Public Relations
Service Summary - Hospice of Washtenaw (con’t)
Promises Made
•Pain control: To provide patient centered care and to assist them to be pain free or at the pain level they desire
•Respect patients’ wish: To be able to die in the place and way that they wish
•Family assistance: To support the patient’s family and to provide follow up care for the family after the patient's death.
Response Time
•Phone response is within 30-45 minutes; will try and be at their home within 1 hour for an urgent request, such as a
pain crisis.
Patient Processing
•Hospice of Washtenaw tries and admits all referrals ASAP and within 24 hours of time of referral.
Visit Frequency
•It is based on their acuity, i.e how sick they are and the intensity of their needs; some patients receive daily visits and
some once or twice per week; they are visited by RNs, Social Workers, Spiritual Care Coordinators, Volunteers, home
health aides, etc.
Source: Hospice of Washtenaw Public Relations
Angela
Hospice
Service Summary - Angela Hospice
Mission
•Caring for people with an incurable illness in the warmth and comfort of their own home is the heart of the Angela
Hospice philosophy.
Vision
•Hospice seeks to empower the patient to carry on an alert and pain free life, to promote dignity and to maximize quality of
life. It focuses on living rather than dying.
Approach / Goals
•Hospice is a philosophy rather than a place. Hospice is best when begun early enough that the patient and family can benefit
fully from support and counseling.
Differentiating Factors
•Angela Hospice is the first freestanding hospice care facility built in Michigan (1994). In addition to in-patient, in-home, and
bereavement care, Angela Hospice offers Pediatric Services titled, “Nest is Best.”
Source: Hospice of Washtenaw Public Relations; http://www.angelahospice.org
Service Summary - Angela Hospice (con’t)
Promises Made
•Good quality service care
•Comfort Care
•Pain-free
•Emotional Support
•Spiritual Counseling
Response Time
•Angela Hospice tries to respond by phone in under one hour, and get to the patient’s home ASAP for urgent crisis requests.
Patient Processing
•Processing can be completed in less than 24 hours after referral from the physician. Angela Hospice likes to be setup in the
patient’s home before the arrival of the patient from the hospital.
Visit Frequency
•During the first, setup visit, an admitting nurse assess the patients needs and determines how many visits nurses, aides,
volunteers, etc. will need to make. This varies greatly by patient needs.
Source: Hospice of Washtenaw Public Relations; http://www.angelahospice.org
Service Summary - Angela Hospice (con’t)
Services Offered
•There are currently 77 patients in in-home care under Angela Hospice.
•Professional Services include:
•Registered Nurses/Nurses Aides
•Hospice Physicians
•Certified Home Health Aides
•Social Work
•Spiritual Staff
•Bereavement Services
•Volunteers
•Other therapies, as needed.
Source: Hospice of Washtenaw Public Relations; http://www.angelahospice.org
Henry Ford
Hospice
Service Summary - Hospices of Henry Ford
Mission
•Henry Ford Hospice is dedicated to providing compassionate hospice care of the highest quality to serve the needs of
terminally ill patients and their families within the community. The hospice services will be comprehensive, efficient,
clinically effective and enhanced by education and research programs.
Vision (Henry Ford Healthcare System)
•To offer a seamless array of acute, primary, tertiary, quaternary and preventive care backed by excellence in research
and education.
Approach / Goals
•The primary objective is quality of life, not cure. Hospice care is comfort oriented, and is intended neither to shorten nor to
prolong life -- but to assist patients and their loved ones through the dying process with dignity.
• Diversification
• Community Outreach
• Clinical Improvement
• Physician Organization
Differentiating Factors
• A seamless health care system (resources)
• Extensive hospital (feeder) network
• Performance measurement through family and physician satisfaction surveys
• Largest volunteer network, 200 volunteers (37,500 volunteer hours in 2002)
• Variety of settings for care; area nursing homes (50 contracts), assisted-living center (12 beds), adult foster-care
homes, homes for the aged, & senior citizen apartments
Source: www.henryfordhealth.org. Hospices of Henry Ford Office of Public Relations
Service Summary - Hospices of Henry Ford (con’t)
Promises Made
• Hospices of Henry Ford Health System is dedicated to providing compassionate hospice services of the highest
quality to terminally ill patients and their families.
• Team members committed to honoring the wishes of the patient and caregivers during this difficult time of transition
• Care advice and availability around the clock, 365 days a year.
• Hospice services designed to meet the individual needs of patient and family.
Response Time
• Will travel to patient within 1 hour of call
• Will visit hospital within 24 hours of referral
Patient Processing
• For home-care patients evaluations, care-plan and infrastructure are complete within 7 days
Visit Frequency
• Daily visits or as determined by per care-plan
Source: www.henryfordhealth.org. Hospices of Henry Ford Office of Public Relations
Service Summary - Hospices of Henry Ford (con’t)
Services Offered
• Social work services
• Medications for pain and symptom control
• Visits by hospice registered nurses
• 24-hour availability
• Nutritional services
• Skilled-care facility placement
• Durable medical equipment
• Care for the caregiver
• Trained volunteers
• 13-month bereavement support and follow-up
• Children's hospice
• Legal aid
• Spiritual care and counseling
• Education
Quality Assurance
• Accredited by the Joint Commission on Accreditation of Healthcare Organizations (JCAHO)
• A 98% satisfaction rate as measured by the Family Satisfaction Survey developed by the National Hospice Organization.
The survey assess family satisfaction with care and service in the following areas:
– Symptom Management
– Simplicity of instructional materials
– Customer service
– Support of caregiver
– Access to care
Source: www.henryfordhealth.org. Hospices of Henry Ford Office of Public Relations
Service Summary - Hospices of Henry Ford (con’t)
Education
The Hospices of Henry Ford have committed to raising awareness and broadening public understanding of the hospice
philosophy. The Hospice Speakers Bureau serves social, civic, professional, educational and religious groups throughout
southeast Michigan. Speakers are available to address the following topics:
• What is hospice?
• Patients' Bill of Rights
• Services provided by hospice
• How to talk with children about death
• Pain and symptom management
• How adults can help grieving children
• The nurse's role in the hospice care plan
• Living wills
• Advance Medical Directives
• The nature of grief
• DNR (Do-Not-Resuscitate) orders
• Pastoral care for hospice patients
• Hospice volunteer opportunities
• Medicare and hospice benefits
• Hospice home safety
Source: www.henryfordhealth.org. Hospices of Henry Ford Office of Public Relations
Service Summary - Hospices of Henry Ford (con’t)
Assisted Living (12 bed facility) Expansion Plans
The assisted-living facility managed by the Hospices of Henry Ford operates on a wait list system. There are currently
no plans for expanding the assisted living facility. Since its launch in 2000 the facility has not been profitable. The
Henry Ford System and its Hospice operation have applied for Acute Symptom Control and Respite Care
Certifications. Upon certification it is their objective to include these additional services to increase profitability.
Advertising & Promotion Channels
• Marketing within geographic areas (through local groups)
- Church & fraternal organizations, and speaking engagements
• Promotion among doctors (5 primary feeder hospitals)
- Hospice nurse on site each day
• Educational Programs
- Nursing Student Education Program (500 nurses graduate annually)
- Classroom training (affiliations with local area universities)
• Routing of medical care professionals
• Target advertising in community newspapers
• Billboard (7 alternate sites in Detroit area)
• Underwriters of PBS documentary series
• TV commercial produced and launched in 2002
• Public radio service announcements
Source: www.henryfordhealth.org. Hospices of Henry Ford Office of Public Relations
Arbor
Hospice
Service Summary – Arbor Hospice
Mission
•“To give comfort, assurance and care to families and patients who have life-limiting illness, and to educate and nurture
others in this care”
Vision
• Establish AHHC as leader in premium end-of-life care and related support services
• Build “brand equity”
• Create context for AHHC in minds of employees, consumers, and donor prospects
• Communicate in a consistent voice
Approach / Goals
• Continued patient and revenue growth through:
• A defined marketing strategy addressing public and physician education, brand differentiation, and defined presence in
satellite branches.
• Cultivation of new markets
• Strengthening of existing referral base
• Overcoming cultural issues:
• Misperception that hospice is “the place where one goes to die”
• Reluctance to come to terms with the fact that a loved one is going to die
• Streamlined operations
• shift in organizational philosophy towards “growth and development” drives adjustments in staff structure
• Management of limited resources to vie with larger competitors
• Overcoming “historical financial difficulties” through improved project management and accounting
Differentiating Factors
•Arbor Hospice Residence, extensive grief counseling services, comprehensive pediatric hospice care, Pathfinders
program (grief support for children, adolescents, and adults), extensive home care services
Source: Arbor Hospice
Service Summary – Arbor Hospice (con’t)
Promises Made
• Top quality medical care
• Weekend admissions and prompt referrals
• Continuity of service
• Over 15 years of service
• Referring physicians and discharge planners like to work with AHHC
Response Time
• A phone call back within 15 minutes (weekends, phone answered by pager, returned within 15 minutes)
• 800 line gives immediate access - though rarely an emergency call, still makes sense for rapid response
Patient Processing
• Residence – average of two weeks to get patient in residence, from time of phone call
• 24 hours (average) from time of call to time bed considered a hospice (or home care) bed
• Average length of stay 6-8 days
• Can admit field patient and then put on waiting list for residence
• Can also go from hospital to home care to residence
• If in a hospital, patient is discharged from hospital & admitted to AHHC, and no hospital nurses take care of
patient any longer – all hospice care at that point.
Source: Arbor Hospice
Service Summary – Arbor Hospice (con’t)
Visit Frequency
Field
• On call 24 hours
• Frequency for hospice – determined on a case by case basis
• Nurse/nurses aide - on average, 2 times a week (M-F), though towards end of life, increases to 5 times a week.
• AHHC social workers - 2-3 times a month if needed, tend not to be needed as much for home care, though toward
end of life winds up being m-f
• Physical therapists, chaplain, speech therapists used fairly infrequently
• Family or volunteers usually goes by 2-3 times a week take care of clothing, food, etc.
Residence
• Nurses/aides go in every 2 hours to turn patients, and are on call 24 hours
•Social workers range from several times a day to once a week (social worker does admissions,
evaluations, understanding end of life issues, legal or financial issues, wills, clergy, etc.; essentially helps
the whole family as liaison between patient and the world of hospice care)
•Chaplain from several times a day to once a week (non-denominational, hired by hospice, four total, one
for each region and one for residence, share weekend and on call).
•4 medical directors/physicians (arranged like chaplains), and overall medical director (managing
physician, who reviews every case, manages policy, etc.). Though nurses have doctor’s order to sign off
on death certificate.
Source: Arbor Hospice
Service
Comparison
Promises Made
Hospice of Michigan
• Hospice of Michigan's makes no promises to admitted patients. The patient is informed as to all the people and
services that will be available to them through Hospice of Michigan.
Hospice of Washtenaw
•Pain control: To provide patient centered care and to assist them to be pain free or at the pain level they desire
•Respect patients’ wish: To be able to die in the place and way that they wish
•Family assistance: To support the patient’s family and to provide follow up care for the family after the patient's death
Angela Hospice
•Good quality service care
•Comfort Care
•Pain-free
•Emotional Support
•Spiritual Counseling
* Please see respective organizational slide for source information.
Promises Made (con’t)
Henry Ford Hospice
• Hospices of Henry Ford Health System is dedicated to providing compassionate hospice services of the highest
quality to terminally ill patients and their families.
• Team members committed to honoring the wishes of the patient and caregivers during this difficult time of transition
• Care advice and availability around the clock, 365 days a year.
• Hospice services designed to meet the individual needs of patient and family.
Arbor Hospice
• Top quality medical care
• Weekend admissions and prompt referrals
• Continuity of service
• Over 15 years of service
• Referring physicians and discharge planners like to work with AHHC
• Arbor Hospice Residence
• Committed to staff education
• Specialized care for children
• Grief support services for adults and children
* Please see respective organizational slide for source information.
Response Time
Hospice of Michigan
• Depending on where the patient lives, response time can vary from 15 minutes to 75 minutes.
Hospice of Washtenaw
• Hospice of Washtenaw: Phone response is within 30-45 minutes and we can try and be at their home within 1 hour for
an urgent request, such as a pain crisis.
Angela Hospice
• Angela Hospice tries to respond by phone in under one hour, and get to the patient’s home ASAP for urgent crisis
requests.
Henry Ford Hospice
• Will travel to patient within 1 hour of call
• Will visit hospital within 24 hours of referral
Arbor Hospice
• A phone call back within 15 minutes (weekends, phone answered by pager, returned within 15 minutes)
• 800 line gives immediate access - though rarely an emergency call, still makes sense for rapid response
* Please see respective organizational slide for source information.
Patient Processing
Hospice of Michigan
• Depending on the time of day of the referral, a patient can be processed anywhere from 4 – 24 hours.
Hospice of Washtenaw
• Hospice of Washtenaw tries and admits all referrals ASAP and within 24 hours of time of referral.
Angela Hospice
Processing can be completed in less than 24 hours after referral from the physician. Angela Hospice likes to be setup in the
patient’s home before the arrival of the patient from the hospital.
Henry Ford Hospice
• For home-care patients evaluations, care-plan and infrastructure are complete within 7 days
Arbor Hospice
• Residence – average of two weeks to get patient in residence, from time of phone call
• 24 hours (average) from time of call to time bed considered a hospice (or home care) bed
• Average length of stay 6-8 days
• Can admit field patient and then put on waiting list for residence
• Can also go from hospital to home care to residence
• If in a hospital, patient is discharged from hospital & admitted to AHHC, and no hospital nurses take care of
patient any longer – all hospice care at that point.
* Please see respective organizational slide for source information.
Visit Frequency
Hospice of Michigan
• Depending on the patient and symptoms, visit frequency can vary from daily to weekly.
Hospice of Washtenaw
• It is based on their acuity, i.e how sick they are and the intensity of their needs; some patients receive daily visits and
some once or twice per week; they are visited by RNs, Social Workers, Spiritual Care Coordinators, Volunteers, home
health aides, etc.
Angela Hospice
• During the first, setup visit, an admitting nurse assess the patients needs and determines how many visits nurses, aides,
volunteers, etc. will need to make. This varies greatly by patient needs.
Henry Ford Hospice
• Daily visits or as determined by per care-plan
* Please see respective organizational slide for source information.
Visit Frequency (con’t)
Arbor Hospice
Field
• On call 24 hours
• Frequency for hospice – determined on a case by case basis
• Nurse/nurses aide - on average, 2 times a week (M-F), though towards end of life, increases to 5 times a week.
• AHHC social workers - 2-3 times a month if needed, tend not to be needed as much for home care, though toward
end of life winds up being m-f
• Physical therapists, chaplain, speech therapists used fairly infrequently
• Family or volunteers usually goes by 2-3 times a week take care of clothing, food, etc.
Residence
• Nurses/aides go in every 2 hours to turn patients, and are on call 24 hours
•Social workers range from several times a day to once a week (social worker does admissions,
evaluations, understanding end of life issues, legal or financial issues, wills, clergy, etc.; essentially helps
the whole family as liaison between patient and the world of hospice care)
•Chaplain from several times a day to once a week (non-denominational, hired by hospice, four total, one
for each region and one for residence, share weekend and on call).
•4 medical directors/physicians (arranged like chaplains), and overall medical director (managing
physician, who reviews every case, manages policy, etc.). Though nurses have doctor’s order to sign off
on death certificate.
* Please see respective organizational slide for source information.
Basic Comparative Statistics
Arbor Hospice
30
1,400+
5
196
Hospice of Michigan
42
7,000
18
500
Angela Hospice
16
100
1
145
Henry Ford Hospice
12
1,850
5
150
Hospice of Washtenaw
0
450
3 parttime
30
* Please see respective organizational slide for source information.
Overview of Service Summary
Arbor Hospice
X
X
X
X
X
X
Hospice of Michigan
X
X
X
X
X
X
Angela Hospice
X
X
X
X
X
X
Henry Ford Hospice
X
X
X
X
X
X
X
X
X
X
X
Hospice of Washtenaw
• Due to the broad characterization of hospice benefits combined with the hospice
requirements set forth by the state of Michigan, hospice organizations look similar to the
customer upon initial inspection.
* Please see respective organizational slide for source information.
Agenda
I
Agenda
II
Overview of Competitors
III
Overview of Hospice Care in Michigan
- Basic Care Requirements
- Medical Training and Hospice Care
- Issues with Financing
- Michigan End of Life Care
- Demographics
IV
Customer Needs
V
Summary
VI
Appendix
Basic Care Requirements
•
•
•
•
General Services Offered
– Medical Care
– Nursing Care
– Social Work
– Spiritual Care
Quality Assurance Program
– Using an interdisciplinary committee to identify problems
Patient Rights and Responsibilities
– Develop and post in public place the rights of patients
Governing Board
– An organized governing body to conduct operations
– Administrator who ensure implementation of all
procedures
Source: Michigan Commission on End of Life Care
Hospice-Related Educational Environment in Michigan
Availability of education in medical residency and fellowship programs in Michigan
• A recent survey of residency and fellowship programs in Michigan reflects that “physicians
are not well educated in end-of-life care.”
• The table above reiterates the continuing struggle hospice organizations will have as they
try to grow and gain legitimacy with patients and doctors.
Source: Open Society Institute, “Project on Death in American”
Hospice-Related Educational Environment in Michigan (con’t)
Adequacy of education in medical residency and fellowship programs in Michigan
• There seems to be room for improvement when it comes to physician training
relative to end of life care in general and specifically hospice care.
• Only 20% of the respondent's reported any required formal training in
hospice care.
• Less than one-third of the doctors responded to having any formal training
in hospice care.
Discrepancy in Hospice Training by Type of Care
Primary Care
Non-primary Care
• Due to the broad characterization of hospice benefits combined with the hospice
requirements set forth by the state of Michigan, hospice organizations look similar to the
customer upon initial inspection.
Michigan End of Life Care
Challenges in Financing Hospice Care (for the patient)
• Great variation exists in how services are provided and funded within various settings:
- Uncoordinated mix of Medicare, Medicaid, private insurance and out of pocket funds
• Small proportion of Medicare and Medicaid patients enroll in hospice benefit, < 20%
• Arbitrary hospice care eligibility criteria:
- Rule that states patient must have life expectancy of six months or less
- Medicare reimbursement requires that 80% of hospice services be provided in the home
• Hospice reimbursement not based on actual costs of delivering care
• Cultural attitudes delay decision to move from curative therapies to end-of-life care options
• Generally patients preferences for treatment at end of life are unknown, few standardized
policies to communicate these preferences to health care providers
Source: Michigan Commission on End of Life Care, Report to the Governor July 2002
Michigan End of Life Care (con’t)
Demographics: An aging population
• There are 1.8 million people age 65 and older in Michigan, expected to grow significantly
• Nationally, 70% of annual deaths occur among people age 65 and over;
- of the 84,906 people who died in Michigan in 1998, 75% were over 65
• Michigan trends likely to parallel Census Bureau projections, which highlight an increase in
the total U.S. population as well as in the median and mean ages over the next 30 years.
2000
2010
2020
2030
Population (in millions)
275.4
299.9
324.9
351.0
Median Age
35.8
37.4
38.1
38.9
Median Age
36.5
37.9
39.2
40.2
Age
2000
Millions
20–54 yrs
2010
% of Pop.
Millions
2020
% of Pop.
Millions
2030
% of Pop.
Millions
% of Pop.
138.1
50.2%
143.5
47.8%
143.3
44.1%
150.8
43.0%
> 54 yrs
58.8
21.4%
75.1
35.0%
95.8
29.5%
107.6
30.6%
> 64 yrs
34.8
12.6%
39.7
13.2%
53.7
16.5%
70.3
20.0%
> 84 yrs
4.3
1.6%
5.7
15.0%
6.8
2.1%
8.9
2.5%
Source: U.S. Census Bureau, Population Projections Program, Population Division. January 13, 2000
Michigan End of Life Care (con’t)
$70,000
$64,705
$62,538
$60,000
$54,326
$50,505
$50,000
$42,864
$37,525
$40,000
$30,000
$20,000
$10,000
Income distribution by household
Wayne
Washtenaw
Oakland
Monroe
Livingston
Lenawee
$0
Population Distribution
2,500
20%
2,000
15%
1,500
1,000
10%
500
0
5%
Jackson
Source: http://quickfacts.census.gov/qfd/states/26000.html
Lenawee
Livingston
Monroe
Oakland
Total Population
Over 65
Washtenaw
Wayne
Michigan End of Life Care (con’t)
Most Frequent Causes of Death (Michigan, 1998)
• Diseases of the heart (27,851)
• Cancer (19,442)
• Stroke (5,760)
• Chronic obstructive pulmonary disease, COPD and allied conditions (3,807)
• Unintentional injuries (3,096)
• Pneumonia and influenza (3,090)
• Diabetes mellitus (2,449)
• Alzheimer’s (644)
The top 5 disproportionately affect the elder population
Medical treatments make it possible to live with these diseases but care is intensive, prolonged, and often costly. It is
difficult to determine when patients with such illness can be diagnosed as terminal.
Heat Disease
Cancer
Stroke
COPD and
allied diseases
Pneumonia and
flu
Total
27,851
19,442
5,760
3,804
3,096
People 65
and older
23,209
(83%)
13,703
(70%)
5,602
(88%)
3,271
(86%)
2,756
(89%)
Source: Michigan Resident Death Files, 1990-1998.
Michigan End of Life Care (con’t)
Where Death Occurs
In general, people in Michigan and in the nation die in one of three locations:
Hospitals
Nursing Homes
Home
Other
1990 (78,501 deaths)
59.5%
15.5%
20.0%
6.0%
1996 (83,469 deaths)
48.5%
21.8%
25.9%
3.8%
1998 (84,906 deaths)
47.0%
25.9%
26.0%
4.0%
Source: Michigan Resident Death Files, 1990-1998
• Many advocates consider it a positive trend that an increasing number of people dies in the home
• Increase reflects an acceptance of the preference to die at home
• Improvements in technology, increased outpatient services and more access to home heath care are all
likely contributors to upward trend.
• A challenge to be considered, is that those dying at home present an additional burden to the informal
caregivers and the household for services previous rendered by health care providers.
• Data shows a decreasing reliance on hospitals for end-of-life care
• Nursing homes are often the setting of last resource for most people who are elderly and disables,m with
complex diagnoses and health care needs, data indicates the nursing facility residents must be included in
any targeted end-of-life care quality improvement efforts.
Source: Michigan Commission on End of Life Care, Report to Governor July 2002
Michigan End of Life Care (con’t)
Average number of days
in hospitals during last six
months of life
Average Medicare
reimbursements for
inpatient care during the
last six months of life
Percent of Medicare
deaths that occurred in
hospitals, rather than
elsewhere
National Range:
3.3 – 17.6
National Range:
$3,767 - $21,282
National Range:
10.9% - 48.8%
Source: Dartmouth World Atlas Report;
www.dartmouthatlas.org/endoflife/end_of_life.php
Agenda
I
Agenda
II
Overview of Competitors
III
Overview of Hospice Care in Michigan
IV
Customer Needs
- Needs
- Barriers
- Volunteer Issues
V
Summary
VI
Appendix
Customer Needs
Freedom
- Do not want to reach the end of their lives “hooked up to a machine”
- Lack of control over own end-of-life process
Trust
- Uncomfortable with the topic
- "sad," "depressing," "bad luck," "too far in the future," “too busy living to focus on
dying.”
Compassion
- Prefer a natural death in familiar surroundings with loved ones.
- Fear dying in pain – dying well means dying free of pain
Spirituality
- Respect cultural and religious differences
- Ensure important values and practices surrounding death and dying are honored;
respect norms during the difficult time of death.
Family Consideration
- Family consideration is primary concern in making end-of-life decisions
- Do not want their dying to burden their families financially, emotionally, or physically
Responsible Planning
- Resist taking action
- Lack of common and comfortable language to talk about dying is a significant
barrier to planning
- Lack of understanding of processes
- Misperception of expense, difficulty of documentation
- Question whether written document is necessary; argue that loved ones already
know what they would want
Societal Responsibility
- To create a public dialogue around the subject of death and dying
Source: American Health Decisions
Perceived Barriers
Patients Do not believe current health care system supports ideal concept of dying
- Current planning options do not support the way these Americans want to manage the
death and dying experience
- A health care system designed to cure illness and sustain life, not necessarily to help
patients die the way they wish
- Treatments that prolong life “unnaturally,” and cause unnecessary suffering
- Cost, rather than what is best for the patient, determines the treatments they receive
Shortcomings in Doctor-Patient relationship
- Loss of established relationships with changing health care plans, time crunch of medical
practices
- Results in a loss of trust in doctors for end-of-life advice
- Want dialogue in context of long-standing and trusting relationship, when doctor is willing to
spend the necessary time
Source: American Health Decisions
Volunteer Issues
Over 90% of volunteers and professionals agree or strongly agree that volunteers are essential to the mission of
hospice
- provide companionship, support, and respite for patients and families in times of crisis
Volunteer Demographics
- 80% female
- Median age – 55 (30% are 65 or older)
- Half are employed full or part time
Primary criticisms of volunteers
- Get too emotionally involved with patients and families
- Exceed boundaries of the volunteer role
- Fail to do what they promise
- give inappropriate medical advice to patients and families (19%).
Future of Hospice Volunteerism
- Structural pressures as hospice expands, enters medical mainstream
- In rising cost environment of health care, increased concerns about maintaining strong volunteer
programs
- Need to “quantify” effectiveness of volunteers in order to justify continued expenditures
- Concerns about scarcity of traditional hospice volunteers (middle-aged, educated white women)
and difficulty of recruiting nontraditional populations (minority and male volunteers)
Source: The Robert Wood Johnson Foundation
Agenda
I
Agenda
II
Overview of Competitors
III
Overview of Hospice Care in Michigan
IV
Customer Needs
V
Summary
VI
Appendix
Summary
• Trends in the Hospice Care Landscape
•An increasingly aging population will heighten demand for end of life services
•Demand for superior care will drive need for adequate, hospice-specific education of
health care professionals
•Medicare’s “80% rule” will continue to increase demand for home care services
•An increasing number of people are already dying in their homes
•Competitive Environment for Hospice Care in the State of Michigan
•Increasing overlap of service areas as established organizations vie for market share
•Increasingly similar service capabilities offered by established hospice organizations
Summary (con’t)
•
Challenges for Arbor Hospice
– Differentiate services in an increasingly homogenized competitive environment
– Expand geographic presence to compete with larger hospice organizations,
through innovative growth strategies
– Lack of affiliation with larger health network
•
Opportunities for Arbor Hospice
– Increase presence in community at large
• Competitors currently sitting at points of influence (e.g., Hospice of Michigan
on the board of the state of Michigan’s commission on End of Life care)
• Build referral base though extended community and health care provider
relationships
• Continued educational outreach to the public and health care providers
– Continued emphasis on differentiation from competitors
• Arbor Residence
• Extensive Grief Counseling
• Other unique services
Agenda
I
Agenda
II
Overview of Competitors
III
Overview of Hospice Care in Michigan
IV
Customer Needs
V
Summary
VI
Appendix
Additional Websites Referenced
1.
Quest for Life - national survey that documents results on end of life care.
http://www.ahd.org/ahd/library/statements/quest.html#anchor283545
2.
State of Michigan report on current condition of Hospice and Palliative care as well as future goals the state
hopes to accomplish.
http://www.michigan.gov/mdch/0,1607,7-132-2940_3183_4895-19878--,00.html
3.
State of Michigan website for the state sponsored Hospice and Palliative Care organization to monitor state
hospice organizations and provide consumers with information.
http://www.mihospice.org/
4.
Foundation that develops study’s and grants to look at hospice and end of life issues.
http://www.rwjf.org/index.jsp
5.
An organization that was given a grant to develop national standards on all aspects surrounding Hospice care
and support.
http://www.hospicefed.org/
6.
Census demographics by state and county.
http://quickfacts.census.gov/qfd/states/26000.html
7.
Report on end of life statistics for the state of Michigan (days in bed, types of illness, etc)
http://www.dartmouthatlas.org/endoflife/end_of_life.php
A Report on
Dying in
America
Michigan
Commission on
End of Life Care
Dartmouth Quick
World Atlas
Report on the
State of Michigan