Cassie Mitchell, CEO of HopeWest, will return to her home state of Kentucky in early 2025 after a successful two-and-a-half-year tenure with the nonprofit hospice and palliative care organization.

Mitchell, a registered nurse, began her nearly 25-year career in hospice care after working in a Kentucky emergency room, where her compassion for elderly and special-care patients was noticed. She initially hesitated to pursue hospice care but took the role of an admissions nurse, which led to a fulfilling career.

In accepting her new role, Mitchell will help establish a nonprofit focused on serious illness and end-of-life care in Kentucky.

“HopeWest was built and has continually grown on the belief that if you respond to a community need and do the right thing, it will work out,” Mitchell said. “However, 20 years ago, more than 70% of hospice entities were nonprofit. Now, that’s reversed, with more than 70% being for-profit. That change alone brings new regulations, compliance requirements, and third-party audits among many other challenges.”

During her tenure at HopeWest, Mitchell focused on maintaining the nonprofit’s mission of providing high-quality care through the experience of aging, illness and grief one family at a time, while also implementing new business practices to ensure sustainability.

“We knew that keeping our focus on quality while implementing sound business practices would lead to sustainability,” she said. “It wasn’t just me—it was the entire team who embraced these changes.”

HopeWest, which employs nearly 450 people, adopted a program called the HopeWest Visit Design during Mitchell’s leadership. This program sets standards and accountability for care, with team members trained in six phases and 36 steps for patient interactions.

“Every team member starts visits by asking, ‘What’s the most important thing we can do for you today?’ and ends by asking, ‘Is there anything else we can do for you today?’” Mitchell said. “These standards allow us to manage quality and operations effectively.”

“Our standards allow for better management through creating predictability, something sorely lacking in healthcare, and enable us to adapt quickly to changes in the industry or market because these practices become second nature at all levels of the organization,” said Mitchell. She also noted that the program empowers team members to address patient needs promptly, in real-time. “We teach our team members to catch things early,” Mitchell said.

Mitchell also collaborated with local health organizations, including St. Mary’s Regional Hospital, to coordinate care services. Bryan Johnson, president of St. Mary’s, praised Mitchell’s work, noting that her initiatives strengthened the alignment of hospital and hospice care. 

“Cassie has been a true collaborator,” Johnson said. “She set important initiatives in motion, and we remain committed to seeing them through during this transition and after her departure.”

Chris Thomas, CEO of Community Hospital and a HopeWest board member, said Mitchell’s leadership ensured the organization remained on solid ground. “Because of her skill, resolve, and compassion, HopeWest is in a strong position,” Thomas said.

HopeWest recently announced it will participate in a demonstration model for dementia care led by the Center for Medicare and Medicaid Innovation. The eight-year model, starting in summer 2025, will help providers, patients, and families navigate dementia care.

Mitchell praised the community relationships that have strengthened HopeWest.

“In my over 30 years in healthcare, I’ve never experienced an organization with such strong community relationships,” she said. “The future is bright because of the amazing people behind it.”

Sarah Walsh, HopeWest’s chief financial officer, who has worked with the nonprofit for 26 years, reflected on Mitchell’s departure. “During our first CEO’s season, the foundation of our mission was laid. For the second season, we needed strong walls and structure, given the changes in the industry sure to come our way,” Walsh said. “Cassie has taught us structure, accountability, discipline, and curiosity, and that’s what allows us to move forward with certainty.”

As HopeWest continues to navigate a rapidly changing healthcare landscape, Mitchell’s leadership has set the organization on a strong path to act on the challenges of the future. Adds Walsh, “Cassie was certainly the right leader, at the right time for HopeWest and the communities we serve.”