Shepherd's Hope, Inc.

"Caring People, Caring for People"

Winter Garden, FL   |


"Shepherd's Hope is an organization of volunteers that exists to provide access to free health care for the uninsured". As with most mission statements, the simplicity of the words belies the complexity of the process and the unique and elaborate structure by which it operates. Every Shepherd's Hope patient has access to wrap-around resources that operate efficiently and interdependently to provide free, essential primary and secondary/specialty medical care.

Ruling year info


Principal Officer

Ms. Pam F. Gould

Main address

455 9th Street

Winter Garden, FL 34787 USA

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NTEE code info

Health Treatment Facilities (Primarily Outpatient) (E30)

IRS filing requirement

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

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Programs and results

What we aim to solve

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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?

Shepherd's Hope

Shepherd's Hope operates five Shepherd's Hope Health Centers throughout Central Florida that are open on specified days and times, usually in the evening.  All medical care through Shepherd's Hope is free and provided by more than 3,000 volunteers, including licensed clinical providers, nurses and lay volunteers who typically work one evening or Saturday per month. Patients are seen on a walk-in basis.  When patients' needs go beyond the scope of what can be offered at these locations, they are referred for case management services and routed to other professionals and specialists in the community. Vouchers for free prescription medications are provided when available. Routine laboratory and radiology procedures are donated by area hospitals who play a vital role in making sure that the team of Shepherd's Hope volunteer physicians have the diagnostic resources they need to deliver quality care.  All medical concerns and records are treated with confidentiality.

Population(s) Served
Economically disadvantaged people
At-risk youth
People with diseases and illnesses
People with disabilities
Multiracial people

Where we work


External assessments

Evaluated via the Impact Genome Project (2019)

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 children with a source of ongoing care

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

Children and youth, Young adults

Type of Metric

Output - describing our activities and reach

Direction of Success


Context Notes

Our numbers were decreased in year 2020, due to COVID.

Number of practicing medical doctors

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

Economically disadvantaged people

Related Program

Shepherd's Hope

Type of Metric

Input - describing resources we use

Direction of Success


Number of people unable to obtain or delaying needed medical care

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

Economically disadvantaged people

Related Program

Shepherd's Hope

Type of Metric

Output - describing our activities and reach

Direction of Success


Context Notes

Less patients seen due to COVID in year 2020.

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.

For 25 years, Shepherd's Hope's purpose is to help men, women and children living in poverty achieve better health by providing free access to high quality and compassionate medical care and wellness. SH is the primary access point for acute medical care and specialty care services for individuals who are low income at or below 200% of the poverty level, are uninsured or underinsured and not eligible for any government-assisted health care programs. Utilizing these criteria, Shepherd's Hope has provided over 330,000 free patient visits and medical services since 1997 and nearly 30,706 in 2020 and 2021 combined.

Shepherd's Hope operates in a uniquely organized healthcare model synchronizing and leveraging multi-faith partnerships, hospital systems, diagnostic providers, and 3000 medical and support volunteers. For every patient seen in one of Shepherd's Hope five health centers through face-to-face or newly added telehealth visits, an elaborate partnership exists among area hospitals accepting referrals (foregoing compensation for diagnostic and surgical services) and private and community health providers offering specialty services for patients who need more advanced care or attention to chronic conditions - all with the ultimate goal of facilitating the patient finding a "medical home".

Prior to the pandemic, 1-in-4 were uninsured in Central Florida. The number of people unemployed in Florida peaked in May 2020 at 1,416,421. There are now 925,730 fewer people unemployed in the state. From a recent trough of 474,337 in February 2021, the number of unemployed has now grown by 16,354 leaving many navigating medical care without the safety net of employee-provided health insurance. As a result, SH has seen an increase of 30% in calls since the beginning of the year with more acute issues like two women who recently presented with Stage II breast cancer after delaying care due to the pandemic. Over the last few months, the Heart of Florida United Way Weekly Community Snapshot report over 20% of their calls were for healthcare, this is second only to calls seeking shelter.
According to the Orlando Business Journal*, two of the biggest health-related challenges currently facing our community due to the global pandemic include less access to preventative care and more individuals seeking care at emergency departments. The two primary solutions are: funding primary care centers (like Shepherd's Hope) that provide free or reduced-cost care and expose more residents to individual coverage and ACA subsidy options.
Shepherd's Hope is committed, more than ever, to play an essential role in mitigating unnecessary emergency room visits while providing access to health care for those who are having to navigate care sometimes for the first time without employee-provided health insurance or who have delayed or deferred care in 2020. The role Shepherd's Hope plays in providing free access to care allows entire families to function more effectively with minimal

The success of Shepherd's Hope lies in its strong partnerships within the local community to ensure its free healthcare services reach those most in need. Each of the five presently operating Shepherd's Hope Health Centers is the result of a unique collaboration between a sponsoring church, local school and partnering hospital. This creative partnership ensures that Shepherd's Hope has access to volunteers, clinic facilities and diagnostic testing, all essential components to providing accessible care. The church is the primary resource for volunteer doctors, nurses and other lay volunteers who make a commitment to regularly staff a health center, which operates one to two evenings each week. A local school houses the health center by donating clinic space in existing school facilities that are available during the evening hours and conveniently located within neighborhoods with high numbers of uninsured residents. Partnering hospitals accept referrals without compensation for routine laboratory and radiology services. County health agencies provide necessary follow-up and specialty services for patients who need more advanced care such as neurological or orthopedic consultation and even surgery.
Although there are other free, volunteer clinics located in the United States, the strong community partnerships associated with Shepherd's Hope are truly unique and also serve to strengthen the community itself. For example, rarely do the three competing hospital systems in the area partner together to address community health issues, participate in joint fundraising efforts or readily share information with each other as they do through Shepherd's Hope. Another salient feature of the Shepherd's Hope model is the unity, or ecumenicalism, of the local religious communities, which have embraced this program. Shepherd's Hope Health Centers are sponsored by members of a United Methodist, Seventh Day Adventist, Presbyterian, Christian non-denominational and Roman Catholic congregation. Each of these faith communities has set aside its doctrinal and institutional differences in order to focus on bringing hope and healing to their uninsured neighbors.
Lastly, Shepherd's Hope Health Centers are located in Family Service Centers of local schools, which also house other community agencies serving the needs of specific neighborhoods. Other programs co-located with Shepherd's Hope include such services as domestic violence assistance, parenting/homemaking skills, mental health counseling, and food and nutrition advice. The co-location of these programs eliminates duplication of services, increases communication and ensures smooth referrals across agency lines. In essence, it provides a "one stop shopping" for many area residents in need.
The cornerstone of the program rests in its ability to recruit and maintain its volunteer base. During the year 2021, over 3000 active volunteers have provided volunteer services through our health centers.

Shepherd's Hope has an established history of collaboration and innovation. Since 1997, when we opened our first health center in West Orange County, Shepherd's Hope has utilized "out of the box thinking" to provide medical services to Central Florida patients who may be low-income, uninsured, underinsured and without access to quality health care. Our collaborations run the gamut from faith partners (all faiths serving all faiths) to hospital partners, to businesses and employers, to in-kind donors. Because of our ability to work Shepherd's Hope has expanded its operation from one to five health centers in the past four years, replicating the model with each new facility, sponsoring church and partnering hospital.
As of date, this uniquely organized, and innovative healthcare model synchronizes Shepherd's Hope 29 full-time and 9 part-time employees to leverage a tightly woven consortium of 3,000 licensed medical and general professionals. These professionals provide 41,000 volunteer hours per year (operating under the Florida Department of Health's Volunteer Healthcare Provider Program), three community hospital systems (Advent Health, Orlando Health and Nemours Children's Hospital), 100 diagnostic/surgical providers, the Primary Care Access Network (PCAN) and many multi-faith partners. Shepherd's Hope structure of care is regarded nationally as an exemplary model of healthcare. Shepherd's Hope operations are propelled by our volunteers enabling our administrative costs to remain low. 96 cents of each donated dollar are spent directly on patient care and services.

Shepherd's Hope has consistently striven and succeeded at improving the overall health of uninsured people while also reducing the number of the uninsured patients who use hospital emergency departments through three primary goals.
Goal 1: Expand primary and secondary/specialty services, by days/hours to serve additional patient capacity demands.
Goal 2: Recruit and retain more volunteer licensed clinical providers to accommodate additional patient capacity demands.
Goal 3: Mitigate the delay in seeking secondary medical care, by the uninsured, until their medical problem is exacerbated or advanced thereby resulting in Emergency Department utilization.

Today, 25 years after its founding, Shepherd's Hope remains committed to its mission and to bridging the expanding coverage gap to high quality healthcare while mitigating the tremendous financial implications to the community and other healthcare providers. No other model in Florida has a multi-site, multi-faith intricate system of primary and secondary disciplines in place to provide the delivery of high-quality, compassionate patient-centered care to this medically underserved and uninsured segment of Florida's population.

The significant accomplishments in year 2021 include;

• Launch of HEAL (Healthy Eating Active Lifestyle), a nutrition as prescription program to provide patients with meal preparation and nutrition training.
• Enhanced development in the use of technology.
• Launched Acute Dental and Restoration Program
• Facilitated more than 8,000 patient visits and provided medical care through expanded services in the Central Florida area.
• Health navigators on-boarded through a grant and in partnership with the Primary Care Access Network working in our centers to help people figure out if they can qualify for insurance.
• Reduced inappropriate emergency room visits and preventable readmissions, saving the healthcare community approximately $1,651,500 and,
• Increased impact on better patient health outcomes, through diet and active lifestyle having systemic change on health and lifestyle

Over the past 18 months, Shepherd's Hope has adapted programs and services to continue to serve our patients at a time when they are in the most need.

• With the addition of telehealth, expanded health center hours and new community partnerships, SH has taken a new approach by retooling its clinical operations during COVID-19.

We've also;
• Launched Covid-19 Testing sites in Orange and Seminole counties
• Launched Covid-19 Antibody testing sites
• Continued providing mammogram services
• Flu shot clinics to patients, staff and volunteers

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 shared information about our current feedback practices.
  • Who are the people you serve with your mission?

    Patients eligible for services through Shepherd's Hope must meet one of the following criteria: 1. Have income at or below 200% of the poverty level. 2. Not be eligible for government assisted health care programs like Medicare or Medicaid. 3. Demonstrate that they are currently uninsured. As this level of income is less than 80% of the Area Median Income for the Orlando Metropolitan Statistical Area (MSA), all of the individuals we servemeet the definition of low to moderate income.

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

    Electronic surveys (by email, tablet, etc.), Paper surveys, Case management notes,

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

    To make fundamental changes to our programs and/or operations, To inform the development of new programs/projects, To identify where we are less inclusive or equitable across demographic groups, To strengthen relationships with the people we serve, To understand people's needs and how we can help them achieve their goals,

  • What significant change resulted from feedback?

    Shepherd's Hope embraces data-driven decision making and uses several methods to collect data about patients, foremost among them is the use of Cerner's Ambulatory Electronic Health Record system (EHR) for patient care management. It contains all patient information in a secure, electronic database that can be used for reporting on number and types of patient visits, referrals, lab results and patient demographics. - Shepherd's Hope also regularly surveys patients on the quality and satisfaction of services and reviews outcome data to provide front line staff information to verify program effectiveness or identify adjustments to be made. Patient referrals are also tracked within the EHS system and through multiple touch points by the case management team.

  • With whom is the organization sharing feedback?

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

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

    We take steps to get feedback from marginalized or under-represented people, We aim to collect feedback from as many people we serve as possible, 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,


Shepherd's Hope, Inc.

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


Connect with nonprofit leaders


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Connect with nonprofit leaders


Build relationships with key people who manage and lead nonprofit organizations with GuideStar Pro. Try a low commitment monthly plan today.

  • 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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Shepherd's Hope, Inc.

Board of directors
as of 3/1/2022
SOURCE: Self-reported by organization
Board co-chair

Mr Jamie Lynch

Orlando Health Heart & Vascular Institute

Term: 2022 - 2023

Board co-chair

Mr John Miller

Orlando Health

Term: 2022 - 2023

Garima Shah

Direct Connect

John Miller

Orlando Health

Peggy Parrish

Nemours Children's Hospital

Carlos Escobar

Adventist Health Systems

Jean Florell

Community Volunteer

William McClusky


Christina McGuirk

Health Central - Orlando Health

Dominc Meffe

Kroger Specialty Pharmacy

Adalberto Torres

Nemours Children's Hospital

Brian Wagner

Mateer Harbert, PA

Katie Ozdemir

Universal Orlando Resorts

Charlie Bailes

ABC Fine Wines & Spirits HR

Dr. Jeffrey Kuhlman

AdventHealth Executive Offices

William Mullowney

Policy & General Counsel Valencia College

Charles Roberts

University of Central Florida

Bridget Williams

Orange County Public Schools

Donna Walsh

Florida Department of Health - Seminole County

Nazeema Assad

UCF - College of Medicine

Alandus Sims

Orlando Utilities Commission

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 ? Not applicable
  • 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 03/01/2022

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


The organization's leader identifies as:

Race & ethnicity
Gender identity
Female, Not transgender (cisgender)
Sexual orientation
Heterosexual or Straight
Disability status
Person without a disability

Race & ethnicity

Gender identity


Sexual orientation


No data

Equity strategies

Last updated: 03/01/2022

GuideStar partnered with Equity in the Center - an organization that works to shift mindsets, practices, and systems to increase racial equity - to create this section. Learn more

  • We review compensation data across the organization (and by staff levels) to identify disparities by race.
  • We ask team members to identify racial disparities in their programs and / or portfolios.
  • We analyze disaggregated data and root causes of race disparities that impact the organization's programs, portfolios, and the populations served.
  • We disaggregate data to adjust programming goals to keep pace with changing needs of the communities we support.
  • We have long-term strategic plans and measurable goals for creating a culture such that one’s race identity has no influence on how they fare within the organization.
Policies and processes
  • We use a vetting process to identify vendors and partners that share our commitment to race equity.
  • We seek individuals from various race backgrounds for board and executive director/CEO positions within our organization.
  • We help senior leadership understand how to be inclusive leaders with learning approaches that emphasize reflection, iteration, and adaptability.
  • We engage everyone, from the board to staff levels of the organization, in race equity work and ensure that individuals understand their roles in creating culture such that one’s race identity has no influence on how they fare within the organization.