Patients receiving care from Hallmark Health Visiting Nurse Association and Hospice (HHVNA and Hospice) from April 2012 to May 2013 most often rated the agency “exceptional” or “excellent,” reflecting a positive trending with Home Health Consumer Assessment of Health Care Providers and Systems (HH-CAHPS). HH-CAHPS is a standardized survey tool designed by The Centers of Medicare and Medicaid Services (CMS).

Key drivers in which patients rated HHVNA and Hospice extremely high were: communicating with patients, reviewing medication, pain management and home safety, providing care in a professional manner, overall care from the home health agency, and recommending the home health agency to family and friends. HH-CAHPS is a survey tool specific to home health. Hospice caregiver scores also trended positively and consistently over the last 12 months. Caregivers comment on teamwork and compassion as key drivers to overall satisfaction.

Diane Farraher-Smith, RN, president of HHVNA and Hospice, credits the HH-CAHPS positive trending scores to the organization’s staff, who uphold the highest standards in delivering superior care to patients.

“These high scores demonstrate the commitment of our entire team in providing quality outcomes and in improving the quality of life of our patients,” Farraher-Smith said. “It shows that our patients are extremely satisfied with the services we provide for them with the utmost care and respect. It also reaffirms the high level of consistent quality care we are honored to provide to individuals and families every day. Our agency continues to focus on providing excellent home health and hospice care with exceptional patient satisfaction.”

“These publically reported scores demonstrate not only a positive trending for our agency but compared to our state average, we are equal or better in almost all categories,” said Lorraine Murphy, RN, director of Quality and Patient Safety for HHVNA and Hospice.

HHVNA and Hospice has also been recognized as a premier home health agency by HomeCare Elite™. This annual review identifies the top 25 percent of agencies. Recipients are ranked by an analysis of performance measures in quality outcomes, quality improvement, and financial performance. HHVNA and Hospice, which is celebrating 114 years of service, provides comprehensive home health and hospice care to residents in 23 cities and towns in the Greater Boston/northern communities. Programs offered include palliative care and hospice, telehealth, wound, skin, and ostomy care, bone and joint rehabilitation, cardiac, diabetes, pulmonary, pediatrics, maternal/child health and IV therapy. In addition, the agency provides extensive community outreach and offers several support and bereavement groups to assist caregivers and those who are surviving loss. 

For information on any programs or services provided by Hallmark Health VNA and Hospice, please call 781-338-7902 or visit 


Hallmark Health System is the premier, charitable provider of vital health services to Boston's northern communities. The system includes Lawrence Memorial Hospital of Medford; Melrose Wakefield Hospital, Melrose; Hallmark Health Hematology and Oncology Center, Stoneham; The CHEM Center for MRI, Stoneham; Hallmark Health Medical Center, Reading; Hallmark Health VNA and Hospice; Lawrence Memorial/Regis College Nursing and Radiography Programs, Medford and Hallmark Health Medical Associates, Inc. Hallmark Health is affiliated with Massachusetts General Hospital for cardiology and Tufts Medical Center for neonatology and the Joslin Diabetes Center for diabetes care.

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