Feature ArticlesCase Management for Southwestern Hospice Organization Process Improvement PlanRumsey, Christopher M. DNP, RN-BC, NEA-BC, CHPN; Hopkins, Elizabeth MA, BSN, RN, CHPN, CHPCAAuthor Information Christopher M. Rumsey, DNP, RN-BC, NEA-BC, CHPN, is nurse manager, Department of Veterans Affairs and Part Time Clinical Faculty Excelsior College, Albany, New York. Elizabeth Hopkins, MA, BSN, RN, CHPN, CHPCA, is director of Clinical Services, Hospice of New Mexico, Albuquerque, New Mexico and is certified as a hospice and palliative care nurse. She holds a Bachelor’s Degree in Nursing, a Master’s Degree in Organizational Management and a Graduate Certificate in Applied Thanatology. The authors have no conflicts of interest to disclose. Address correspondence to Christopher Michael Rumsey, DNP, RN-BC, NEA-BC, CHPN, 41 Castle Point Road, Wappingers Falls, NY 12590 (Christopher.Rumsey@va.gov). Online date: December 5, 2019 Journal of Hospice & Palliative Nursing: February 2020 - Volume 22 - Issue 1 - p 26-32 doi: 10.1097/NJH.0000000000000603 Buy Metrics Abstract Studies have shown that registered nurses are inadequately prepared to care for patients requiring hospice and palliative care. Reasons include inadequate curriculum, along with a lack of structured education related to hospice/palliative care and symptom management, which includes inadequate education on delivering home-based hospice/palliative case management. Challenges at the Southwestern Hospice Organization are consistent with industry standards, evidenced by a high level of afterhours triage phone calls related to ineffective case management setup and delivery upon patient admission to hospice service. Many of these triage inquires could be prevented with improved registered nurse case management education and subsequent execution. Through analyzing Southwestern Hospice Organization afterhours triage phone data, a deficiency in effective patient case management setup and delivery was defined. Best practices in hospice/palliative case management were then identified, and a quality improvement plan in the form of a nurse driven, hands-on, home hospice/palliative case management simulation was generated. Quality improvement for patient case management at the Southwestern Hospice Organization was the end goal. © 2020 by The Hospice and Palliative Nurses Association.