When making a decision about Hospice care, it is good to have an understanding of what Hospice care is. Although end-of-life care may be difficult to discuss, having this discussion in advance allows patients and families to make an educated decision when considering options for care when facing a life limiting illness.

There is a difference between Palliative care and Hospice care. Palliative care is specialized medical care focusing on quality of life by relieving symptoms of a disease or disorder even if it cannot be cured. Palliative care can be provided along with curative treatment and may begin at the time of diagnosis. If the patient’s physician believes ongoing treatment is no longer helping, a recommendation to transition from Palliative care to Hospice care may be made. Hospice care eligibility depends on the specific illness and the life prognosis is six months or less.

Hospice and Palliative services begin with a referral made by the patient’s physician and followed up by an Overlook Account Manager within 24 hours. Often a hospice patient is admitted within 48 hours of that referral, providing the visit meets the needs and schedule of the patient and family/primary caregiver.

While the majority of Hospice care is provided where the patient resides in the community, Hospice patients may be hospitalized for symptom management or planned caregiver respite. Hospice maintains contracts with acute and sub-acute institutions for inpatient care when the need arises. Hospice care usually takes place in the comfort of your home, but can be provided in any environment in which you live, including nursing homes, assisted living facilities and residential care facilities.

Overlook Hospice and Palliative Care Services provides respectful, quality, compassionate care with the focus on comfort and management of symptoms when one is diagnosed with a life limiting/terminal illness. Hospice embraces a philosophy of enhancing the quality of life for patients and families to live each day to its fullest in their home, wherever they call home.

We understand that a life limiting illness impacts everyone and our service is for the whole family. Hospice is a philosophy of care that accepts dying as a natural part of life. When death is inevitable, hospice seeks neither to hasten death nor postpone it. Receiving Hospice care does not mean “giving up” or that death is imminent. The earlier an individual receives Hospice care, the more opportunity there is to stabilize the patient’s medical condition and address other needs. Some patients improve and may be discharged from Hospice care.

Overlook’s Interdisciplinary Hospice Team includes a Medical Director, Nurses, Social Worker, Spiritual Counselor, Home Health Aides and Volunteers.

A physician assures quality patient care and symptom management, and will act as a resource for the patient’s attending physician. A registered nurse will work with patients and caregivers, leading and supervising the Team. A social worker will provide counseling, therapy and community resource planning, and grief counseling during and after the illness. Spiritual care can be provided in your chosen faith. Carefully-trained and committed volunteers will be led by our Hospice Volunteer & Bereavement Coordinator to provide respite, companionship and assistance.

The Overlook Team works with the patient’s physician to outline an individualized care plan to make sure that medication, therapies and procedures are designed to achieve the goals in the care plan. The care plan is reviewed frequently and updated as needs change. We do not provide 24-hour care; however WE ARE ON-CALL and AVAILABLE 24 hours/day, 7 days/week. There is a nurse available to respond to medical emergencies, to answer questions and to problem solve or provide symptom management over the phone. If phone service is insufficient, the nurse on-call will either make a home visit or triage the situation to the appropriate member of the Team.

All volunteers receive specialized training and ongoing support. They are an integral part of the hospice Team of caregivers, providing direct care such as companionship, emotional support and short term respite care. Volunteers must complete an application, orientation and training to ensure the person is right for this type of volunteer work. Areas covered by these training programs include understanding hospice, confidentiality, working with families, listening skills, signs and symptoms of approaching death, loss and grief and bereavement support. Volunteers receive training and ongoing supervision from a Hospice Team Member.

The Bereavement Program offers and provides a structured grief care program to the survivors of our Hospice care. Services are available for up to 13 months afterwards and are determined by the needs/desires of the recipient within the limits of the program. Grief support, information and referral, memorial services and support groups are also made available to the general public in the communities served by our Hospice Program.

In providing for all aspects of our patient’s physical, emotional and spiritual well-being, we are proud to be a part of Pet Peace of Mind®, a groundbreaking national program that enables Hospice patients to keep their pets at home with them throughout their end of life journey. We are able to provide helping hands and financial assistance to aid patients with pet care needs. We take “caring for the whole family” very seriously.

Overlook Hospice Services is proud to partner with We Honor Veterans®. The goal of the program is to care for and honor those who have served when they reach the end of life. By working through the partner levels and participating in community partnerships and collaborations, partner organizations are able to educate, engage, and expand awareness to Veterans and their families of end-of-life services and benefits available to them.

To learn more about Overlook Hospice and Palliative Care Services, or to learn about our volunteer opportunities, give us a call at 508-434-2200 or contact us online.

Senior woman smiling and holding flowers

Clinician Services

We provide a variety of services through specially trained clinicians including:

  • Skilled Nursing Care
  • Physical, occupational & speech therapy
  • Medical social worker services
  • Home Health Aides
  • Care management to coordinate any help you need
  • Disease support programs
  • Health monitoring through Telehealth, falls detection, personal emergency response systems and medication dispensing services


“The family is forever grateful to her Overlook Hospice caregivers, Amber, Renee, Michelle and Pastor John who made her final months as joyful, loving and comfortable as they could be. They became family to her.”

Service Area

Our service area, divided in 2 regions (Central and West) reaches out to more than 200 communities in Massachusetts. With offices in Charlton, West Springfield and Sunderland, our team of dedicated professionals serves more than 800 patients every day, helping them to receive treatment in the comfort of their homes.

Call us at 508-434-2200 to speak with a professional about your needs.


267 Amherst Road, Suite 2B,
Sunderland, MA 01375

W. Springfield
W. Springfield

52 Wayside Avenue,
West Springfield, MA 01089


88 Masonic Home Road,
Charlton, MA 01507


The offices are open 8:30 am to 5 pm – M-F.

Phone for all: 508-434-2200

Medicare and Other Insurances

  • Overlook VNA is a service that is prescribed by a qualified physician.
  • Please remember that you have a choice when you go to the hospital. If you want our services, you need to ask for “Overlook VNA”.
  • Overlook VNA is a Medicare-certified program that can provide these services.
  • Includes an individualized Plan of Care developed by a Registered Nurse with approval from the patient’s private physician.

Interested in Joining Our Team?

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