Hospice Engagement
Human-Centered Design (HCD) is the process CMS uses to understand the experiences of people who interact with our programs and services. Instead of making decisions based only on what we think people need, we directly involve clinicians, patients, third-party vendors, federal partners, and CMS employees to collaboratively understand the context of their work and engagement with CMS. Through this collaborative approach, CMS gathers insights that directly shape our policies and programs. This ensures CMS services aren’t just technically correct but genuinely helpful in people’s everyday lives.
In early 2018, CMS initiated the Hospice Human-Centered Design Customer Engagement to understand the unmet needs and intertwined journeys of all customers who interact with or administer the Hospice benefit from the first discussion of advanced terminal illness through the provision of bereavement services. As part of the engagement, CMS interviewed individuals through site visits, listening sessions, and subject matter expert interviews. Participants included beneficiaries, caregivers, clinicians, administrative staff, social and spiritual support providers, and leadership across nonprofit, for-profit, and faith-based hospice organizations.
As a product of our research, we co-created “The Hospice Journey” and “The Hospice Agency Journey” illustrations with our external customers to represent the interconnected experiences of beneficiaries, caregivers, and hospice staff. These visuals reflect key emotional and operational moments throughout the hospice experience—from the first conversation about care through bereavement services.
The Hospice Engagement supports CMS’ commitment to person-centered care and improving the quality and coordination of end-of-life services, a priority for CMS.
The Hospice Journey
"The Hospice Journey" traces the emotional experience of beneficiaries and their loved ones from the period before choosing hospice care through end-of-life and into bereavement. It highlights key moments of comfort and challenge, revealing how emotions such as fear, hope, vulnerability, and connection evolve throughout the journey.
The Hospice Agency Journey
"The Hospice Agency Journey" outlines the key operational and relational moments hospice agencies navigate while caring for people with Medicare. It captures how interdisciplinary teams coordinate care, manage clinical and administrative responsibilities, and provide support from enrollment through end-of-life and bereavement.
Page Last Modified:
07/31/2025 10:19 AM