Oaklawn Hospice again earns national family-satisfaction award

The staff of Oaklawn Hospice are once again recipients of a SHP Best Premier Performer family-satisfaction award for calendar year 2023.

The award is issued by Santa Barbara, Calif.-based Strategic Healthcare Programs LLC.

The awards are based on data supplied by medical providers to identify and recognize organizations that have made family and caregiver satisfaction a priority. Such information is collected from families of patients based on their experiences with hospice organizations and their services.

The award recognition means that Oaklawn Hospice is in the top 5% in the nation when it comes to family satisfaction.

The award is the fifth time the organization’s staff have been so honored since 2018.

Carolle Hicks, RN, HCS-D, is the administrator of Oaklawn Hospice.

“The information is gathered from surveys sent to our patients’ families after we have cared for them,” said Hicks. “To me, it is the highest level of endorsement. We know that we are doing the right thing and that’s just how we’ve always done things. That’s the Oaklawn way. We do what’s right by our patients. Anybody who comes to work for me, I tell them, ‘above and beyond’ is the expectation.”

Hicks has been at Oaklawn for 26 years and has been with Oaklawn Hospice since its inception in 2008.

The biggest misconception that Hicks hears from people about hospice care in general is that it is care provided just in the last few days of life.

“We frequently get our patients way too late,” noted Hicks. “People can be fearful of hospice. In truth, statistically, patients improve and their life expectancy increases once they sign on to hospice services because their symptoms are managed appropriately, and they are provided care by a multidisciplinary team all working together towards a common goal. We wrap our arms around our patients and their families.”

“Former President Jimmy Carter is the greatest example of the care hospice provides and he has been on hospice for more than a year,” Hicks added.

To be eligible to receive hospice care, a physician has to certify that patients have a terminal condition where if it runs its normal course, life expectancy is six months or less.

The all-inclusive care Oaklawn Hospice provides includes nursing, social work, spiritual care volunteers and aides that can assist in many areas, including bathing.

“Families are provided bereavement services for a minimum of 13 months after the loss of their loved one to offer support through their grief and bereavement journey,” said Hicks.

In addition, Oaklawn Hospice has a grief support group that meets in the community.

Another big misconception noted by Hicks is that Oaklawn Hospice only sees patients in Marshall.

“We go all the way to the Indiana border,” said Hicks. “We go as far north as Eaton County, west into Kalamazoo County and east into Jackson County.”

Oaklawn Hospice’s offices are at 13444 Preston Drive in Marshall and may be contacted at 269-789-3939.

“I am truly blessed with the staff that I have,” said Hicks. “I’ve said that as long as I’ve been here. Our team wants to be there to care for their patients and do it the right way.”

Photo Caption: Pictured are staff of Oaklawn Hospice next to a Rose of Sharon (Hibiscus), planted and dedicated in memory of an Oaklawn Hospice patient. Back row, from left: Marsha Marshall, RN;  Carolle Hicks, RN Administrator; Charity Gary, Aide; Brandon Crawford, Spiritual Care; and Connie Clifton, RN. Front row: Mindy Whiting, Scheduler; Erin Barker, RN; Lynn Bryzcki, MSW; Debra Forrister, RN; Clinical Coordinator, Meggie Segura; RN, Jennifer Wenzel, RN; and Sylvia Green, RN. Not pictured:  Bill Cole Spiritual Care; Britney Bush, Aide; Lisa Morgensai, Bereavement; Erin Wilson, MSW; Peggy Gordon, PT; Dr. Mark Machalka, Medical Director; and Tiffany Stealy, NP.