Home Health Care, Hospice & Community Services, Inc.

Comfort, Care and Support When Home Is Where You Want to Be

aka VNA at HCS   |   Keene, NH   |  www.hcsservices.org

Mission

To provide services which enable people to function throughout life at their optimal level of health, well being, and independence, according to their personal beliefs.

Notes from the nonprofit

For over 40 years, HCS has served our primarily-rural region, achieving notable successes with low-income and at-risk populations. Our thorough knowledge of our area - and the major barriers to care - enables us to identify and address our clients' needs. We tap the resources of more than 30 local agencies, including Southwestern Community Services, Monadnock Family Services, Monadnock Region Systems of Care, and Cheshire Medical Center/Dartmouth-Hitchcock. Our management structure places highly experienced, masters-prepared and/or proven performance leaders in accountable roles, supported by a Strategic Plan and a climate of accountability for goal attainment and respect for shared decisions. The Board of Directors meets monthly to review key performance metrics for all programs, reviewing changes, budgets, employee challenges, and innovation occurring at the department level.

Ruling year info

1994

President/CEO

Ms. Maura McQueeney

Main address

PO Box 564 312 Marlboro Street

Keene, NH 03431 USA

Show more contact info

EIN

02-0464932

NTEE code info

Home Health Care (includes Visiting Nurse Associations) (E92)

Rehabilitative Medical Services (E50)

Meals on Wheels (K36)

IRS filing requirement

This organization is required to file an IRS Form 990 or 990-EZ.

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Communication

Programs and results

What we aim to solve

SOURCE: Self-reported by organization

During the Covid Pandemic, fulfilling on the mission has never been more important. Expanded services to more who have been in need due to being afraid to go out or have people come to their homes, while nutrition insecurity was on the rise, particularly for seniors. The mission of Home Healthcare, Hospice & Community Services (HCS) is to provide services that enable people to live life at their optimal level of health, well-being and independence, according to their personal beliefs and choices. That's the problem we solve and the need we meet. We help our neighbors have their best possible journey through life, from birth to death - supporting them in their choices, every step of the way. Continuing to expand and increase our capacity with resources needed reliably for not just sustainability, we are working to address every day.

Our programs

SOURCE: Self-reported by organization

What are the organization's current programs, how do they measure success, and who do the programs serve?

Visiting Nurses

HCS' Visiting Nurse Program has five components: Nursing Care, Behavioral Care, Palliative Care, Therapies, and Home Support.

1. NURSING CARE Registered nurses and licensed practical nurses provide patients with post-surgery care, medication management, and health monitoring.

2. BEHAVIORAL CARE Specially-trained nurses and occupational therapists assist patients and families who are struggling with mental illness. Through collaboration with the patient's physician, creative ways are found to increase compliance with medication and medical follow-up, and to decrease hospitalization and emergency calls to physicians.

3. PALLIATIVE CARE This care focuses on relief from symptoms, pain, and stressors, regardless of the stage of a patient's illness.Social workers evaluate a patient's pain and discomfort, assist patients with understanding their options and resources, and help them make wise choices, lower stress, and improve their quality of life.

4. THERAPIES HCS' physical therapists help patients by assessing strength and mobility and tailoring a recovery plan to a patient's needs. That plan includes an exercise program, education, a home safety evaluation, and pain management. Our occupational therapists evaluate a patient's ability to perform everyday activities, and help find ways to live independently, including plans for daily self-care, treatment to improve fine motor skills, and cognitive assessment.

5. HOME SUPPORT Home support providers deliver light housekeeping services that help older adults and individuals with disabilities be safe in their home and remain as independent as possible.

Population(s) Served
Adults
Seniors

HCS' Meals on Wheels program currently delivers to more than 400 seniors and disabled persons in our service area. The program helps clients remain independent, providing nutritious food that is delivered to them in their home. For those with special needs, breakfast bags, weekend meals, and special diets are provided.

The Meals on Wheels program promotes good health in several ways. Nutritious food helps people regain or preserve their physical strength, which reduces the rate of falls and helps them heal and thrive. The program also provides a daily check-in that helps to identify problems and changing care needs, and it supports good mental health as well - providing a human connection and conversations that promote a positive outlook and decrease loneliness and stress.

Population(s) Served
Seniors
People with physical disabilities

Hospice is a holistic approach to end-of-life care, focusing on enhancing quality of life and offering physical, emotional, and spiritual comfort to patients and their families.

HCS' Hospice Program is provided by a skilled team of hospice and oncology-certified nurses, rehabilitation therapists, medical social workers, spiritual care counselors, and home health aides. Specially-trained hospice volunteers are also available for guidance, support and companionship.

The program also includes bereavement services for families and a Pet Peace of Mind component, which provides assistance with pet food, essential veterinary services and grooming, and volunteers trained to assist with exercise when needed.

Hospice care is provided wherever a client may live; whether that is their home, an assisted-living facility, or a long-term care facility.

Population(s) Served
Adults
Seniors

HCS' Castle Center is a day program for adults of any age who would benefit from having a safe, supervised environment.It not only gives these clients a welcome change from the routine of home care, it also gives the patient's family or caretaker a chance to catch up on their sleep, attend to household chores, go to medical appointments or meetings, and visit friends.

HCS provides transportation to Castle Center for local residents, as requested.Clients of the Castle Center experience a home-like atmosphere, and they participate in enrichment activities throughout the day. Those activities include yoga, nutritious meals, music, showers, and nursing care as needed.

Population(s) Served
Seniors

HCS' Healthy Starts Program is designed to help new parents adjust to the needs of their children. We also help them tap their inner resources, and the community resources, that can help them thrive.

Our nurse, social workers, and home visitors meet with parents to help them secure medical coverage, apply for WIC and other community services, and locate housing assistance. We also provide prenatal education, parenting education, postpartum visits, childhood development screenings, and referrals to other services.

Population(s) Served
Children and youth
Economically disadvantaged people

HCS offers four different transportation services to our community.

The City Express functions as a typical community bus service. It follows a fixed route, and single and multi-ride tickets available for anyone to purchase.

The Friendly Bus is a shared ride, door-to-door, community transportation service for those age 60 and over. It enables seniors to get groceries, visit friends, go to medical appointments, and attend community activities.

The Para Express is public transportation for people whose disability prevents them from using the City Express' fixed route service. It provides door-to-door service.

HCS' Medical Transportation service provides shared rides to medical facilities at the VA Medical Center at White River Junction, Vermont, and Dartmouth-Hitchcock Medical Center in Lebanon, New Hampshire.
bus service provides transportation for those age who are 60 years old and above.

With the exception of the City Express, all of HCS' transportation services are provided at no cost to riders.

Population(s) Served
Adults

Where we work

Our results

SOURCE: Self-reported by organization

How does this organization measure their results? It's a hard question but an important one.

Number of patient visits

This metric is no longer tracked.
Totals By Year
Population(s) Served

Adults

Related Program

Hospice

Type of Metric

Output - describing our activities and reach

Direction of Success

Increasing

Context Notes

Home Healthcare Hospice and Community Services provided 15, 699 days of service to those on hospice

Our Sustainable Development Goals

SOURCE: Self-reported by organization

Learn more about Sustainable Development Goals.

Goals & Strategy

SOURCE: Self-reported by organization

Learn about the organization's key goals, strategies, capabilities, and progress.

Charting impact

Four powerful questions that require reflection about what really matters - results.

1. PREMIUM SERVICE
Our goal is to be the preferred, premiere health care agency in southwestern New Hampshire. We want to make the best possible health care available to everyone in our community - especially to low-income, at-risk residents who too often have trouble getting the care they need.

2. IDENTIFY AND MEET EMERGING NEEDS
We also work hard to identify emerging health care needs and shape the services we offer accordingly. At present, demand is high for visiting nurses, adult day care, hospice, nutrition and transportation programs for seniors and the disabled, and a program that promotes the health, stability, and resiliency of children and families. Our services are therefore geared to provide that vital care.

3. COLLABORATION
In addition, we want to promote and participate in partnerships with 30 other community agencies. These agencies refer their patients to our programs, and we want our partners to be 100 per cent satisfied with their patients' experience with HCS.

4. STEWARDSHIP
Our board and senior staff are also dedicated to being excellent stewards of the resources we utilize. We are cost-effective, making maximum use of the federal, state, and private funding we receive. We take responsibility for the well-being of our staff, providing them with the tools, support, training, and income they need to thrive. And we aim to comply with all regulations and requirements, so that clients are served safely and effectively.

HCS' 2020 - 2022 Strategic Plan has four pillars:
1. REFERRAL STRATEGY
We will develop a comprehensive referral strategy to proactively respond to our competition, increase cross-program referrals, and ensure our future in the marketplace.
.
2. WORKFORCE DEVELOPMENT
We will invest in skills training, process improvement, technology, and
competitive compensation, to improve the experience and capacity of our workforce.

3. RESOURCE MANAGEMENT
We will invest in the required infrastructure to ensure scalable, efficient operations.

4. STRATEGIC COLLABORATIONS
We will work to increase community connections, collaborate with key partners, and prepare the organization for deeper affiliations.

Short term strategies for addressing the above goals include strict adherence to best practices. In addition, our profit and loss statement is reviewed monthly by senior staff and our board's Finance Committee. Both positive and negative variances are addressed, and negative variances must be accompanied by a plan of correction from the senior management team.

For our Hospice program, we utilize the Hospice Compare Data published by The Center for Medicare Services (CMS). This report is based upon families' feedback regarding our care and services, including response time, pain management, and a host of other metrics. Our strengths are ranked by state, region, and in the U.S., and this enables us to identify opportunities for development and where we shine.

For our Home Health program, our strategy is to maintain our 5 star ratings. We utilize the Strategic Health Program - Realtime Analytics (SHP reports), which focuses on outcomes and re-hospitalizations.

For both Hospice and Home Health, we regularly participate in mock surveys that replicate the auditing processes of national organizations who evaluate agencies such as ours. These mock surveys are time-consuming and expensive, as we must pay an outside consultant to review documentation, conduct the audit, accompany staff on client visits, and provide a written summary - but we view this as an indispensable investment that helps us accomplish our goals.

Organization-wide, HCS invests in skills training, process improvement, technology, and competitive compensation to improve the experience and capacity of our workforce. And through strategic collaboration with key partners, we are able to identify those who need our services.

Ongoing Development for Entrepreneurial skills and Clinical Quality
Monthly Board meeting
List of Committees made up of Board, Staff and Community Members Quarterly Meetings
Currently developing dementia program to provide respite for caregivers
Re-opening Adult Day Care - Castle Enrichment Center 8/2021
Annual Philanthropy Retreat
Employee participation in culture of philanthropy
Everything Disc for Senior Leadership
Mock Surveys for Quality Care
Fundraising with focus on Meals of Wheels and Congregant Grab and Gos in more and more towns in Cheshire Cty

HCS’ quantifiable impact on its community of 52 cities and towns is significant. Our staff conducted 54,500
in home visits in fiscal year 2020 thanks to the organization’s ability to retain a talented workforce of direct
care registered nurses, physical and occupational therapists, social workers, licensed nursing assistants
and homemakers. In addition, HCS provided adult medical day care services Monday through Friday, 52weeks per year to 30 seniors with dementia; 8,449 rides to essential services; and 123,700 in-home and
congregate meals. HCS improves the lives of 4,000 individuals annually. The care effect ripples through
families and the community as constituents receive respite from the burden of care, can go to work, and
have peace of mind knowing that HCS is providing services. HCS provided $894,000 in FY 2020 to support
non-reimbursed community benefits and health care needs in our area.
The range of services include: Intravenous antibiotic therapy, complex wound care, post stroke and postoperative
rehabilitation services; preventive care to children and families at risk; end of life care for more
than 60 patients daily, including skilled care and alternative therapies to prevent opioid use. Bereavement
counselling; nutrition assistance; exercise programs for seniors; accessible transportation for seniors and
disabled patients; and adult day care for families round out the cadre of services.
These services interconnect such that community constituents are continuously linked to the healthcare


Needs to match what I have for goals
Implemented Telehealth, Telemedicine and continuing to expand technology
Co-visits with MD's via Telehealth
Leadership Development - Disc Program for Senior Leadership
Every Thing Disc is scheduled for Management in the Fall of 2020
Office - Teams Meetings- for Virtual Meetings
Remote working for non - field staff
Twice a Month Coffee and Conversations -Quarterly Employee recognition
Lean Project completed for Intake Process
Lean Project for Supply Management
Lean Project for Employee Onboarding and Orientation
New Director of Growth hired and department expanded for philanthropy

Next
New Model for Clinical Liaison

How we listen

SOURCE: Self-reported by organization

Seeking feedback from people served makes programs more responsive and effective. Here’s how this organization is listening.

done We demonstrated a willingness to learn more by reviewing resources about feedback practice.
done We shared information about our current feedback practices.
  • How is your organization collecting feedback from the people you serve?

    Electronic surveys (by email, tablet, etc.), Focus groups or interviews (by phone or in person), Case management notes, Community meetings/Town halls, Constituent (client or resident, etc.) advisory committees, Suggestion box/email,

  • How is your organization using feedback from the people you serve?

    To identify and remedy poor client service experiences, To identify bright spots and enhance positive service experiences, To make fundamental changes to our programs and/or operations, To strengthen relationships with the people we serve,

  • What significant change resulted from feedback?

    Recently, our organization moved from six times a year "Coffee and Conversations" to include employee kudo's from clients, the community, as well as Q&A to twice a month and now twice a month. Senior Management interviewed HR survey organizations and will send an electronic survey within the next 60 days for additional input from employees. Our website was outdated and needed to be more user friendly. New website was launched in July 2020.

  • With whom is the organization sharing feedback?

    The people we serve, Our staff, Our board, Our funders, Our community partners,

  • How has asking for feedback from the people you serve changed your relationship?

    Increased communication - Coffee and Conversations twice a month via zoom Inside HCS Newsletters with updates and photos from a variety of departments Financial updates to all employees from CEO and CFO on zoom meeting Recognition of all disciplines during specialty months - Social Worker months, Nurses Month, etc

  • Which of the following feedback practices does your organization routinely carry out?

    We collect feedback from the people we serve at least annually, We aim to collect feedback from as many people we serve as possible, We take steps to ensure people feel comfortable being honest with us, We look for patterns in feedback based on demographics (e.g., race, age, gender, etc.), We look for patterns in feedback based on people’s interactions with us (e.g., site, frequency of service, etc.), We act on the feedback we receive,

  • What challenges does the organization face when collecting feedback?

    We don't have any major challenges to collecting feedback,

Financials

Home Health Care, Hospice & Community Services, Inc.
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Operations

The people, governance practices, and partners that make the organization tick.

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Connect with nonprofit leaders

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  • Analyze a variety of pre-calculated financial metrics
  • Access beautifully interactive analysis and comparison tools
  • Compare nonprofit financials to similar organizations

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Home Health Care, Hospice & Community Services, Inc.

Board of directors
as of 3/2/2021
SOURCE: Self-reported by organization
Board co-chair

Ms. Julie Greenwood

Nathan Wechsler & Company

Term: 2019 - 2021


Board co-chair

Jane Larmon

Jane Larmon

Julie Greenwood

Nathan Wechsler & Co.

Susan Abert

Norton&Abert

Mike Chelstowski

Mary Davis

Julie Green

Eric Horne

Horne&Benik Networks, LLC

Brian Reilly

Judy Sadoski

David Therrien

Edward Jones

William Schofield

Ann Heffernon

Virginia Gordon

Board leadership practices

SOURCE: Self-reported by organization

GuideStar worked with BoardSource, the national leader in nonprofit board leadership and governance, to create this section.

  • Board orientation and education
    Does the board conduct a formal orientation for new board members and require all board members to sign a written agreement regarding their roles, responsibilities, and expectations? Yes
  • CEO oversight
    Has the board conducted a formal, written assessment of the chief executive within the past year ? Yes
  • Ethics and transparency
    Have the board and senior staff reviewed the conflict-of-interest policy and completed and signed disclosure statements in the past year? Yes
  • Board composition
    Does the board ensure an inclusive board member recruitment process that results in diversity of thought and leadership? Yes
  • Board performance
    Has the board conducted a formal, written self-assessment of its performance within the past three years? Yes

Organizational demographics

SOURCE: Self-reported; last updated 03/02/2021

Who works and leads organizations that serve our diverse communities? GuideStar partnered on this section with CHANGE Philanthropy and Equity in the Center.

Leadership

The organization's leader identifies as:

Race & ethnicity
White/Caucasian/European
Gender identity
Female
Sexual orientation
Heterosexual or Straight
Disability status
Person without a disability

Race & ethnicity

No data

Gender identity

 

Sexual orientation

No data

Disability

No data