Hospice of the North Coast Creates Concierge Approach

Hospice of the North Coast:

Hospice of the North Coast (HNC) has created an innovative, service-oriented team of hospice professionals established to educate and enlighten providers, prospective clients and the community, and to offer a full spectrum of information and resources. Led by Access and Customer Support Manager Bonnie Bell, the team provides a customized concierge approach that, according to Bell, not only is innovative but represents a sea-change in healthcare provision.

She notes, “In contrast to the ‘typical’ sales approach prevalent in the hospice industry, Hospice Benefits Specialist Katy Ott, Hospice Representative/Pathways Specialist Dina Kelsay, MSW and I are strongly focused on devoting full-service attention to the specific needs of physicians, senior facilities and, most of all, patients and their families. Wherever a person is on their life’s path – desiring advanced care planning assistance, connecting aging parents to services such as veterans’ benefits, or navigating Medicare as a terminally ill person transitions to hospice care at home or at our new Pacifica House in-patient residence – we are here to help." 

Bell believes, “Our pioneering concierge approach reflects HNC’s spirit of continually striving to improve our value to those we serve. We are able to offer individualized services in a warm, compassionate framework because, as a small, community-based nonprofit, we can provide the highest level of medical care while being nimble and responsive. This bold new paradigm furthers HNC’s vital mission of helping each person we serve have a peaceful life-through-death experience.”

Katy Ott and Dina Kelsay say they enjoy maintaining productive, ongoing working relationships with medical providers and facilities. Ott reports, “I go beyond what is anticipated by educating people on their choices and supporting them during the transition to hospice care.” Kelsay concurs, saying “It’s important to explain details and put people’s fears to rest. Dealing with a life-limiting illness is already challenging. We strive to ease the way by connecting people with resources and helping them access HNC services.”

Ott, Kelsay and Bell agree, “We are happy to be part of an organization that places a premium on ethical actions and that is intent on being part of the community it serves.”

Nonprofit Hospice of the North Coast was established in 1980 to fill the need for comprehensive, compassionate hospice care in North County San Diego. Since its inception, it has grown in services, staff and clients. It currently provides a full spectrum of programs to terminally ill clients and their families, including anticipatory and post-death bereavement support, as well as a Pathways Program for those with a declining chronic disease. To fulfill its goal of maintaining dignity, comfort and highest quality of life for those it serves, regardless of ability to pay, HNC hosts fundraising events, operates a family support camp and resale shop, and maintains a cadre of volunteers.