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Message Every day, we witness the impact of human-centered leadership—from nursesgoing above and beyond to CNAs offering steady comfort, chaplains supportingemotional needs, and teammates stepping in for one another. These momentsshape our culture and remind us why our work matters.MOUNTAIN VALLEYHIGHLIGHTSQUARTERLY TEAM NEWSLETTERSPRING 2025PAGE 1ADAPTABILITY IN HEALTHCAREStaying flexible and proactive helps usnavigate change while keeping carestandards high.SUSTAINING OUR MISSIONAn engaged, thriving team allows us toserve more patients with the compassionand excellence they deserve.QUALITY & EXCELLENCEOpen communication and a supportiveculture lead to stronger teams—andbetter patient outcomes.STRONGER CONNECTIONSCaring for our caregivers means deeper,more meaningful relationships withpatients and families. Our CNAs lead theway with compassion and presence.HOW DOES THIS IMPACT OUR CARE?AT MOUNTAIN VALLEY, LEADERSHIP MEANS PUTTING PEOPLE FIRST—our patients, their families, and our team. In a changing healthcare world,we stay grounded in compassion and guided by your input.While not every suggestion can be implemented, often due to factorsthat aren’t immediately visible, your ideas are still incredibly valuable.Each one helps shape the bigger picture and influence future decisions.Your voice matters, and we encourage you to keep sharing. Theconversations we have today may spark the innovations of tomorrow.In times of uncertainty, change can feel overwhelming—but we see it as a chance to grow. It’s an opportunity to rethink, reimagine, and improvehow we care for our patients and their families. THANK YOU!77%PARTICIPATIONBEST PLACES TOWORK SURVEYBy leading with heart and embracingchange, we strengthen care for our patientsand ensure our mission continues to thrivetoday and in the future.

At Mountain Valley, every moment matters. These team membersshared stories about how our team met our mission! Samantha Billings Leann Hooker Melinda CockerhamPAGE 2MEETING OUR MISSIONMISSION MOMENTSSPRING 2025THANK YOU FOR SHARING YOUR MOUNTAIN VALLEY EXPERIENCE! I cannot say thank you enough to everyone for thelove and compassion you gave us and my brother.The nursing staff, especially Heather, was amazing,and we love Pastor Jonathan! Vicki Woltz Hospice HomeWhat a blessing for my mother to have been at theYadkinville facility. Each and every staff member wentabove and beyond at the care center and also at thetime they attended to her in her nursing home. Mom died with dignity and I truly treasure the loveand care given to her.KathySECU Care CenterApril came out to do the admission she went overeverything with me and explained things so that Iunderstood them. She had me prepared for what was going to happen the following morning. Mark was there to support me and the family. He stayed about 3 hours to make sure we were all okay. Mountain Valley had so many supportive services forme and the family after Martin passed!JamieMocksville, NCTESTIMONIALS

NEWS YOU CAN USEPAGE 3SPRING 2025TRANSITIONING TO CHAPAfter careful thought, Mountain Valley has decided to pursue accreditation withCHAP. We believe CHAP’s focus on community health and patient-centered carematches our values. Their approach will help us improve our services even more.UPCOMING CHAP SURVEYWe are expecting the CHAP survey to happen in May. This survey is a key part ofour accreditation process. CHAP surveyors will review our practices to make surewe meet their standards. We are confident our hard work and dedication willshine through in this evaluation.YOUR ROLEWe all play an important part in making sure the survey goes well. Our team’sprofessionalism and commitment to quality care will help show our excellence.CHAP surveyors will:Review Documentation: Check ourpolicies, patient records, and otherdocumentsConduct Interviews: Talk to teammembers, patients, and families to hearabout their experiencesObserve Patient Care: Watch how teammembers interact with patients andfamiliesTour Facilities: Make sure our facilitiesmeet safety and regulatory standards KEY AREAS OF FOCUS Surveyors will focus on:Patient rights andresponsibilitiesQuality of care and servicesInfection controlMedication managementStaff qualifications andtrainingLeadership andorganizational managementCompliance with rules and regulationsWHAT TO EXPECTOUR COMMITMENT TO YOUPlease know that this transition will not affect the quality of care we provide. Our priority is still to give compassionate,personalized hospice services. We are working hard to makesure everything goes smoothly and will keep you updatedthroughout the process.

Welcome!EDUCATIONPAGE 4SUPPORTINGTEAM MEMBERADVANCEMENTSPRING 2025NEW PHYSICIANDR. ALYSSA BUCKENHEIMERDr. Alyssa Buckenheimer is a hospice and palliative medicinephysician passionate about supporting patients and familiesthrough serious illness. With degrees from Missouri State andCreighton University, she completed her internal medicineresidency and served as chief resident at Wake Forest Baptist,followed by a fellowship in Pittsburgh. She previouslypracticed in Arizona and has been drawn to hospice caresince volunteering in college.Originally from Missouri, Dr. Buckenheimer is now happilysettled in North Carolina with her husband, two kids, and alively crew of pets. Outside of work, she enjoys baking, hiking,reading, and home renovation shows. She’s proud to be partof Mountain Valley’s mission to provide compassionate,patient-centered care.Mountain Valley continues to host ELNEC events designedto educate nurses and healthcare professionals in end-of-lifecare for patients and families. Core ELNEC focuses ongeneral hospice care, and we also offer Veterans andpediatric ELNEC events for those wishing to learn moreabout specialized care. CLICK HERE for event dates!

Welcome!JENNIFER DILLMANValentine’s Daypacking cups for patientsVOLUNTEERSPAGE 5Valentine’s DayBINGO fun!SPRING 2025VOLUNTEER COORDINATORMeet Jennifer, who joins the Mountain Valleyvolunteer services team excited for a newchapter in her career. After 21 years in banking,she’s ready to bring her passion for helpingothers into hospice care. She holds a bachelor’sdegree in Psychology – Life Coaching fromLiberty University.Jennifer is a proud mom of two daughters andgrandma to three—with twin grandchildren onthe way! She loves reading and relaxing at thebeach, and cherishes her faith, family, and agood plate of spaghetti.She looks forward to working alongside theMountain Valley team to provide compassionatecare and support to those we serve.

Our directors of patient services joined Tracey at Triad Business Journal’s 12 annual MentoringMonday event, where Tracey served as a mentor!The group learned valuable insights fromregional businesswomen. thTRIAD BUSINESS JOURNAL’S MENTORING MONDAYCOMMUNITYPAGE 6SPRING 2025Audrey joined WPAQ’s Kelly Epperson toshare information about Mountain Valley’sservices and programs and how the UnitedFund of Surry supports our efforts! Gaye, Raven, and Jennifer atSurry Community CollegeCareer FairKristie, Kristie, Tara, and Leann atForsyth Women Magazine’s “Women on the Move” ConferenceTEAM MEMBERSOUT AND ABOUT

GEM 5: HOW WE MAKE FAMILIES FEELMV NC MV VA National Avg9187868086878582838276779490929493 9379 7976778478PAGE 7CAHPS SURVEYS are sent to patients’ familiesafter a patient’s death regardingtheir perceptions of the caretheir loved ones receivedCAHPS SCORES OCT 2023 - SEPT 2024 (FY2024)Rating of this hospiceWhen we aim to improve our “Would recommend this hospice” score, it’s not just aboutwhat we do—it’s about how we make others feel. Four of the five key drivers areemotion-based:Hospice team really cared about the patient: Did we slow down, make eye contact,and address their top concern?Hospice team listened carefully about problems with care: Did we sit at eye level,confirm we heard correctly, and take appropriate action?Hospice team listened carefully to the caregiver: Did we affirm, support, andeducate them?Hospice team explained things in an easily understood way: Did we use key words,ensure understanding, and plan follow-up?Taking time to connect with empathy and presence ensures each patient and familyexperiences compassionate, holistic care — every visit, every interaction, every time.At Mountain Valley, delivering high-quality care isessential—but how we make families feel is just asimportant. As spiritual care coordinator JonathanCasstevens says, “Patients and families don’t care howmuch you know, until they know how much you care.”CAHPS REVIEWSPRING 2025Communi- cationwith familyEmotionaland spiritualsupportWilling torec-ommendthis hospiceGettingtimelyhelpTreatingpatientwithrespectHelp forpain andsymptomsTrainingfamily tocare forpatient

COMPLETED IN PROGRESS REMAININGINFORMATIONTECHNOLOGYACTION ITEMS: 12PEOPLEACTION ITEMS: 29COMMUNITYACTION ITEMS: 27COMPLIANCEACTION ITEMS: 26INPATIENT UNITSACTION ITEMS: 11GROWTHACTION ITEMS: 17SERVICE + QUALITYACTION ITEMS: 68EQUALITY, DIVERSITY,+ INCLUSIONACTION ITEMS: 15INNOVATIONACTION ITEMS: 15PEDIATRICSCOMPLETE9 PATIENTS SERVED + 5 IN CURRENT CENSUSGOAL: 14SERIOUS ILLNESS ON TRACKPROVIDERSON TRACKFINANCEON TRACKOPERATIONAL PLAN PROGRESSEach year, MountainValley’s leadership teamdevelops an operationalplan to direct progressThis page shows eachdepartment or project’sprogress through theaction items set in theoperational planQUESTIONS Reach out to your leaderto discuss your team’saction items!PAGE 8SPRING 2025

$1,200donatedALLIANCE INSURANCEfood drive for WHH family roomPHILANTHROPYPAGE 9 13 Bones restaurant in Mount Airy graciouslyhosted a fundraising day for the Love’s PEAKprogram in February. They donated a portionof their sales to support an initiative to stocktoy boxes for our social workers to bring onvisits to pediatric patients. CHRIS COMEAUXdonated his keynote speaker fee for theGreater Mount Airy Chamber of CommerceAdvocacy Conference to Mountain Valley!SPRING 2025DOBSON FIRST BAPTIST CHURCHhosted a cookout for WHHfamilies and team membersBy integrating play toolsinto care visits, the teamdistracts the children from“scary medical stuff” andcreates opportunities formeaningful interactions,helping children navigatetheir experiences in a way that feels safe andapproachable. Read Chris’ book!

mtnvalleyhospice.orgmountainvalley_caresmountainvalleycaresPAGE 10SPONSORSHIPSSPRING 2025The Children's Center holds a special place inour hearts as it connects to our Love's PEAKpediatric program, dedicated to providingempathy and assurance for kids facing seriousillness or loss. Kristie, Crystal, Sam, and Shea did a fabulous jobrepresenting Mountain Valley and the Love’sPEAK program at the Heart of a Child Ball! HEART OF A CHILD BALLBENEFITING THE CHILDREN’S CENTER OFNORTHWEST NORTH CAROLINAFOX8 WEATHERHave you noticed a familiar logo above the 7-day forecast during the evening report?GREATER MOUNT AIRY CHAMBERCOMMUNITY ADVOCACY CONFERENCEshowing our support for communityadvocacy and keynote speaker ChrisComeaux, our valued partner and mentorCHRIS COMEAUXPRESIDENT + CEODid you notice?On the philanthropy page, we sharedthat Chris donated his speaker fee to us!

SHOPNOWPAGE 11SPRING 2025MOUNTAIN VALLEYSWAG SHOPNEWITEMSTHE SWAG SHOP IS NOW OPEN YEAR-ROUND!Orders are fulfilled at the end of each monthDeliveries begin on the thirdFriday of the following monthHAPPY SHOPPING!