The Heart of Hastings Hospice is a community-based, volunteer support service, dedicated to improving the quality of life for those diagnosed with life-limiting illness. We provide individuals and their families with supportive, compassionate care in the community and at our 2-bed Residential Hospice.

We serve;

  • Municipality of Centre Hastings

  • Municipality of Marmora and Lake

  • Municipality of Tweed

  • Municpality of Tudor and Cashel

  • Township of Madoc

  • Township of Stirling-Rawdon



Mission Statement

The Heart of Hastings Hospice is a community-based, volunteer organization dedicated to meeting the needs of individuals and their families who are facing the terminal phase of their illness, and the grief/bereavement period. The Heart of Hastings Hospice will assist these people to remain in their home longer and support those wishing to die at home or in the Heart of Hastings Hospice House.

Quick Facts
  29     -  Years Incorporated
   2      -  Client beds
   1      -  Guest bedroom
2012   -  Year of house opening
   5      -  Staff Employed
 100+  -  Residential Clients


The Heart of Hastings staff and volunteers are members of a Compassionate Care Team who support the terminally ill person and family. Hospice services are intended to complement the activities of existing health services. 

Goals and Values

  • To offer dying persons and their families quality of life by helping sustain the most meaningful and satisfying lifestyle in the time they have remaining.

  • To promote a compassionate, supportive atmosphere in which family and friends can say goodbye.

  • To provide contact and follow-up support with tehf amily after death.

  • To advocate for the terminally-ill persons and their families, emphasizing the importance of their individual emotional, spiritual, social and physical needs.

  • To promote the concept of Hospice care through community education.

  • To facilitate teaching programs that will develop and support competent, trained volunteers.

  • To work in coordination with all available services and resources.

  • To evaluate the effectiveness of programs and services on an ongoing basis.

  • To be a fiscally responsible Not-For-Profit Organization.

Copies of our annual financial reports are available upon request. Please contact us.

Quality Management and

Improvement Plan



The purpose of the Quality Management and Improvement Plan is to ensure that optimal patient care is provided by our Hospice, which is organized around the patient to support their health and well being while receiving our services.  The quality of care provided is measured against provinicial benchmarks as set by the Accreditation Standards of the Hospice Palliative Care Ontario (HPCO), and is reviewed through regular surveys conducted both internally by our Hospice and externally by HPCO



The Board of Governors ensures that comprehensive policies and procedures are in place which detail all safety measures, complaint resolution practices, services provided, and processes to measure performance.  All policy development and planning supports quality care to patients, utilizing our resources most efficiently.  Quality Assurance Performance Indicators are reviewed monthly by the Board, at regular meetings.  Annual Quality Improvement Strategies are set and prioritized by the Board of Governors, with specific timelines for achievement to ensure that quality of care and service is constantly improved.



Our overall goal is to constantly improve the quality of our care and services to meet or exceed best practice guidelines, and to ensure that our performance indicators reflect our achievements.  All Standards and Criteria, Indicators, Targets, Measurement Tools and Quality Improvement Strategies are included in the Accreditation Checklist and are reviewed regularly by the Board of Directors.

Quality Dimension Goal

Safety of Staff and Volunteers

Service will be provided in a safe and effective manner by following policies and procedures which are clearly stated and reviewed regularly.


All risks will be identified on admission to service and will be communicated to all volunteers assigned to the client.

Safety of Client

Ensured by appropriate screening, training and regular review of competence levels.

Continuity of Care

Ensured to allow for consistency during transition between service providers

Accessibility of Services

Ensured to communicate effectively and provide services in a timely, appropriate manner with available resources

Measurement Tool

Client File Audit

  • All patient files must include safety assessment of home, specific risk factors relating to the care of the patient and any emergency instructions applicable.

  • Incident reports, including potential risk situations - reviewed monthly by the board of directors. 

  • Risk Management Record maintained for each client and all risks are noted with expected response to that risk.

Volunteer File Audit

  • All volunteer files must include;

    • Vulnerable Sector Check

    • proof of vehicle insurance

    • screening information

    • documented evidence of training completed

    • ongoing review of policies and procedures

    • annual review of performance 

  • Staff performance is reviewed annually by the Board.

  • Interdisciplinary evaluation of services is done annually with other service providers and SE LHIN.

  • Annual review of database demonstrates number of referrals and demographics

  • Client file audit demonstrates time between referral and service initiation

  • Client and Volunteer Satisfaction Surveys done annually



  • 100% of client files must include this information, and evidence that it has been clearly communicated to all caregivers assigned to the client.

  • Zero incidents of harm or injury to staff and/or volunteers. 

  • Immediate response to incidents which do occur, or to situations where risk is identified.

  • 100% of volunteer files will include all required information

  • 100% of staff and volunteers will have annual performance reviews

  • 80% of records are audited annually per. HPCO standards

  • Zero incidents of harm or injury to clients.

  • Immediate response to incidents which do occur, or to situations where risk is identified.

  • Evaluation is done annually to ensure that referrals are made appropriately and all organizations are aware of services available to clients

  • 100% satisfaction with services provided as demonstrated on the annual client survey

  • 3% increase in referrals annually from a minimum of three sources



  • Coordinators are responsible to conduct thorough assessment on admission and ensure that protocols are communicated and followed concerning care requirements.

  • Coordinators are responsible to ensure compliance and competence of volunteers.

  • Board is responsible to ensure that Coordinators are compliant and maintaining competency.

  • Interdisciplinary team reviewing continuity of care includes Hospice and other local service providers

  • Board reviews results of annual evalution


  • Board reviews results of Client Satisfaction Survey

  • Client Satisfaction Survey included in HPCO Accreditation Survey