Increase CAHPS Scores and Word-of Mouth Referrals

Your hospice has the clinical expertise and compassionate heart to guide families on their journey—but you need a systematic way to educate and support these families on repeat. The Hospice Navigator is an automated educational email course that transforms overwhelmed families into confident caregivers

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The Hospice Navigator

Family Educational Email Course

Navigate hospice with confidence, clarity, and comfort

THE HOSPICE NAVIGATOR  

COURSE

Your clinical team is exceptional. Your nurses provide compassionate, expert care. Your social workers offer genuine support. Your chaplains bring comfort in the darkest moments.

So why do families still say "No one told us what to expect"?

It's not because you're not communicating. It's because families can't absorb complex information when they're in crisis mode. They're sleep-deprived, emotionally exhausted, and overwhelmed by medical terminology. Even when you explain everything perfectly, they simply can't process it all in real-time.

This communication gap shows up where it hurts most: your reputation, your referral relationships, and your bottom line.

What if families could learn at their own pace, when they're emotionally ready?

The Hospice Navigator Course delivers gentle, digestible hospice education through automated email sequences that arrive exactly when families need them most. Instead of trying to absorb everything during emotional crisis moments, families receive:

  • Bite-sized educational content they can process when ready
  • Practical guidance for each stage of the hospice journey
  • Comfort strategies they can implement immediately
  • Clear explanations of what to expect next
  • Reassurance that their feelings and questions are normal

Your Hospice Will Experience Measurable Results

Higher CAHPS Scores

When families feel informed and supported throughout their journey, satisfaction scores improve dramatically. Better scores mean better reputations and potentially higher reimbursement rates.

Powerful Word-of-Mouth Marketing

Confident, informed families become your best advocates. They share their positive experience with friends, family, and healthcare providers, generating organic referrals.

Competitive Differentiation

While competitors rely on basic brochures, you'll offer systematic family education that positions your hospice as the clear choice for families who value being truly informed.

Stronger Referral Relationships

When referring physicians hear positive feedback from families about your educational support, they gain confidence in your organization and refer more frequently.

Reduced Staff Burden

Fewer repetitive educational calls, decreased after-hours emergencies, and families who understand the process mean your team can focus on direct patient care instead of crisis management.

Improved Length of Stay

When families understand hospice philosophy and benefits early in their journey, they're less likely to seek aggressive interventions that can interrupt care or lead to revocation.

If the course helps extend your average length of stay by just 2 days per patient, the revenue impact pays for the entire program many times over. Everything else—improved reputation, staff satisfaction, family confidence—is pure upside.

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What You Get With 

The Hospice Navigator Course

An automated digital asset that works 24/7 year after year to support your families
  • Course Architecture & Strategy I design a comprehensive 8-week educational email course structure that systematically guides families from initial hospice enrollment through bereavement support. This course will be strategically sequenced to address families' most pressing concerns at each stage of the hospice journey, ensuring they receive the right information (specific to your hospice organization) at the right time to reduce anxiety and build confidence.
  • Family Needs Assessment & Content Mapping I conduct research into the most common family concerns, misconceptions, and knowledge gaps at each stage of hospice care, then map educational content to address these specific needs. This ensures every email delivers maximum value by answering the questions families are actually asking, when they're asking them.
  • Professional Brand Voice Development I establish a consistent, compassionate, and authoritative voice that reflects your hospice organization's values while remaining accessible to families from all backgrounds. This voice will build trust and credibility while maintaining the warmth and empathy that families need during this difficult time.
  • 8-Week Email Course Content Creation I write 16 comprehensive emails (2 per week) that cover essential hospice topics including: understanding hospice philosophy, managing pain and symptoms, creating meaningful moments, supporting children and teens, navigating family dynamics, spiritual care resources, practical end-of-life planning, and grief preparation. Each email will be 800-1,200 words and include actionable guidance families can implement immediately. I'll create downloadable resources including checklists, conversation guides, comfort care tips, and emergency contact templates that families can reference and share. These tangible tools provide ongoing value beyond the email content.
  • Landing Page & Onboarding I will create a landing page that introduces families to the course, sets expectations, clearly communicates the value of the course and provides immediate comfort resources. This will establish trust, reduce enrollment anxiety, and ensure high engagement from day one.
  • Automated Delivery System Setup I'll handle the complete technical setup of your email course within your chosen platform (MailChimp, ConvertKit, etc.), including automation triggers, email scheduling, and subscriber segmentation. This ensures seamless delivery and professional presentation without any technical burden on your team. Every email will be formatted for optimal readability on smartphones and tablets, recognizing that family members often access information on-the-go.  

THIS IS

The Value of Clear Compassionate Patient Education

Consider what family confusion and anxiety is currently costing your organization: increased phone calls to nursing staff, longer family meetings, delayed care decisions, lower satisfaction scores, and staff burnout from repeating the same educational conversations. If each of your nurses spends just 2 hours per week answering frequently asked family questions, that's easily $15,000-20,000 per year in staff time that could be redirected to other aspects of direct patient care.

More importantly, uninformed families make decisions based on fear rather than understanding, leading to unnecessary emergency room visits, hospitalizations, family conflicts, and missed opportunities for peaceful, meaningful final moments. The emotional and financial cost of educational gaps is immeasurable.

A full-time family education coordinator with the skills to create, manage, and optimize this type of comprehensive educational program would cost $65,000-80,000 annually, plus benefits—and you would need to find someone with the clinical knowledge and writing expertise to create the content.

Instead, you can implement a professionally-crafted educational system (The Hospice Navigator Email Course) that works 24/7 to support your families, requires minimal ongoing maintenance, and immediately positions your organization as the area's most family-focused hospice provider.

 its time to choose 

The Hospice Navigator Email Course

Increase CAHPS Scores & Word of Mouth Referrals

Package #1: The Hospice Navigator Course   Foundation Package — $3,200
  • Complete 8-week email course (16 emails)
  • Landing Page and onboarding
  • 5 downloadable family resources
  • Basic analytics setup and monthly reporting
  • Email platform configuration and automation
  • 2 rounds of revisions based on your feedback
Package #2: The Hospice Navigator Course    Premium Package— $4,800
  • Everything in Foundation package
  • Companion LinkedIn content (2 posts per week for 8 weeks) to establish   thought leadership in the hospice space
  • Weekly blog posts for your website (8 posts total) that expand on email course topics and create valuable website content that can continue attracting families long after the initial course launch
  • 15 downloadable resources (checklists, guides, and templates)

Questions? Let's Talk.
Every hospice has unique challenges and opportunities. Schedule a no-obligation conversation to explore how The Hospice Navigator Course can be customized for your organization's specific needs and goals.

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 process guide 

Step by Step

1.

Use the Contact Me button to get in touch. I will send you some available times to set up a zoom call and discuss your needs.

2.

We will discuss the best options for your hospice and I will send you a contract, invoice and an intro questionaire.

3.

I will send you a project platform link so you can see and follow progress until program completion. 

Why choose me?

A unique blend of skills that are hard to find 

Catriona has a very unique blend of skills that are hard to find. She has a strong background in healthcare, nursing with clinical experience and she is also an experienced writer. She knows the ins and outs of hospice and has done a fantastic job on our project.

James 
clinical experience

Over a decade of nursing experience in varied disciplines, I have no learning curve when it comes to HIPAA

Experienced Ghostwriter with copywriting training

In the top 1% who write on LinkedIn

5+ years of hospice experience as an rncm

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