Hospice of Lancaster County, Culture of compassion eases stress

Caring and compassion are critical values at the Hospice of Lancaster County, not only to the more than 350 patients but also to the staff.

"Showing compassion and flexibility to employees trickles from the top down," said James Zook, human resources manager. "We cannot expect the staff to give the utmost care to our patients if we do not first show it to them."

The health care organization has 200 employees, but it seems like a smaller group, workers said.

"There are such caring people here; it would be next to impossible for someone to be challenged or hurting and for a colleague not to be aware of the situation," said Judy Phillips, staff development coordinator.

The staff is composed primarily of clinical staff - registered nurses, licensed practical nurses, social workers, counselors and chaplains - who provide hands-on care and support to patients and their families. Hospice of Lancaster County also provides bereavement support to 3,200 families each year.

Because of the intense nature of hospice work, Hospice of Lancaster County managers make every effort to support and encourage employees. Regular meetings allow staff to discuss issues and concerns with one another. Weekly inspirational messages are left on voice mail, and the hospice's meditation room is open to both patients and staff, offering a quiet place to sit and reflect.

Staff are invited to weekly meditation moments with a hospice chaplain, and every employee receives personal days each quarter to help maintain a balance between home and work. The bereavement staff assists and supports staff members after the death of a patient or a personal loss.

Phillips and Zook agreed that it takes a special kind of person to be a hospice employee.

"In our work, we are involved in an intimate and sacred time of someone's life," Phillips said. "We have a sense of value on a larger scale, both in individuals' lives and in the community at large."

Hospice of Lancaster offers a 403(b) retirement plan to all employees. The organization also offers a 401(k) plan to eligible employees and matches the first 4 percent of salary deferrals. Other benefits include long-term disability and life insurance, full health benefits, fitness discounts at a local facility and a cafeteria spending account to which the agency contributes $200 for all full-time employees.

Special events include a holiday breakfast, an annual dinner and a summer picnic, as well as spontaneous events throughout the year. Financial bonuses and gift certificates help employees feel appreciated.

"The unexpected things show us that the administration is thinking about us," Phillips says. "More important than monetary impact is their expression of appreciation."