The Home Health and Hospice team at Memorial Regional Health always strives to provide exceptional, local care to patients and their families, knowing how difficult times can be when these types of services are necessary.

Both service lines are accredited by the prestigious Accreditation Commission for Health Care (ACHC), and the goal of staff is to help patients stay home — healthy and safe — for as long as possible.

Two individuals shared their personal experiences of interacting with home health and hospice staff at MRH — one a patient and the other a family member of a patient.

Joanna Hatten: ‘We were never with strangers; every one of those nurses were like family.’

Joanna Hatten’s grandmother, Aggie Streeter, spent her final days in hospice care at MRH. She was impressed by staff’s hospitality, knowledge and sincerity when interacting with Aggie as well as herself and fellow family members.

“My grandmother was my best friend,” Joanna said. “I was just astounded by the lengths the hospital went to make sure she was comfortable. The whole experience was an awful one for us, but [hospice staff] helped make it peaceful.”

“When my grandpa died 17 years ago, I remember that being a much colder environment, whereas this one was so warm,” she continued. “We were never strangers. Every one of those nurses were like family.”

Several moments stood out to Joanna about MRH’s care for Aggie.

When Joanna was sick and could not physically see Aggie in the hospital, administration allowed Joanna to decorate Aggie’s hospital room window to let her know she was thinking about her.

“It meant the world to me they wanted to help me communicate with her even when I couldn’t be physically present,” Joanna said.

Staff always went out of their way to ensure Joanna and her family felt comfortable. They were upfront and honest, but also respectful, informative and dignified. They provided in-depth guidance and answered questions whenever a family member had one about Aggie’s health — even if they were repeating the same answer several times to different family members.

“They made it possible for us to be there every moment we could,” Joanna explained. “Any time we had questions, they were never condescending or made us feel like a burden. They took the time to sit with us and explain.”

The nurses who attended to Aggie went above and beyond, talking to her the entire time they provided her with care — even when she couldn’t respond herself.

“Every nurse who visited with her took the time to talk to her instead of doing just the bare minimum,” Joanna explained. “That extra length they took for communication meant the world to me.”

Joanna will always remember the warmth provided by MRH staff the night Aggie passed away.

“They bent over backward, doing what they could to support my family,” she said. “They welcomed us with open arms and made us feel like the most important family in the hospital at that time and that we had their undivided attention.”

Joanna was initially hesitant about using MRH’s healthcare services. She had heard negative perceptions about the hospital that swayed her personal beliefs. But after seeing the top-notch care Aggie received and experiencing it first-hand, she would recommend MRH hospice and other healthcare services to anyone who needs them in the community.

“I can tell you I will never doubt the hospital again; the things I saw aren’t things you can fake,” she concluded. “Everything was genuine and heartfelt. My granny was my best friend, and I couldn’t imagine her being anyplace else.”

Oscar Chavez: ‘They don’t make you feel like just a patient; they make you feel like a human.’

Oscar Chavez spends every day in a wheelchair, affected by paralysis in his arms and legs. A patient of MRH Home Health for nearly four years, Oscar receives biweekly assistance from the Home Health team. He always ensures to express his appreciation for the help he receives from staff.

“They’re always nice to me and I’ve had a great experience with them,” he said.

When he first started receiving services, Oscar said staff taught him how to adjust to life in his wheelchair and how to do everyday tasks independently at home. They also informed him about how his body works and how he can stay safe in his own home. Always patient and friendly, he is amazed at the attitudes of the nurses and staff who have worked with him over the years.

“They never have a bad attitude, they always have a smile on and they’re always happy,” he said. “They always make you feel comfortable and relaxed. They don’t make you feel like just a patient; they make you feel like a human. They’re ready to do their job and want to get everything done for you.”

Oscar recommends MRH Home Health to fellow community members, noting how staff has helped change his life for the better.

“I’ve never had a bad experience with them,” he said. “During my Home Health services provided by MRH, I am treated with respect, kindness and compassion. The nursing staff has given me excellent care and always takes care of my needs. I am thankful to receive the high-quality care that Memorial Regional Health provides.”