Amy Shen, On-Call Registered Nurse (RN) at MJHS Hospice and Palliative Care, has been named to the Frontline Honors Awards Class of 2025 by Hospice News.
To become a Frontline honoree, an individual is nominated by their peers. The candidate must be:
- A dedicated, high-performing frontline worker who delivers exceptional experiences and outcomes
- A passionate worker who knows how to put their vision into for the good of their respective industry, the patients and residents they serve, and their families
- An advocate for their industry and their fellow colleagues
Hospice News recently caught up with Shen to discuss her time in the hospice & palliative care industry.
HSPN: What drew you to this industry?
Shen: When I worked in busy hospital settings, I misunderstood what comfort care is and can truly be. I was drawn to hospice and palliative care as I grew in my nursing career and came to better understand the depth of what patients and families need — comfort, clarity, connection or someone willing to support them in their most vulnerable moments.
As I began thinking about the final chapter of my nursing career, I felt called to spend it with patients choosing end‑of‑life care. It felt — and still feels — meaningful to help families navigate this tender time, to help ease physical pain, to create space for peace and to support the precious, fleeting moments that become lasting memories for the people they love.
Over the years, I have come to more fully appreciate the gift of caring for people who are at peace and supported, as well as helping those who are carrying pain, fear or have unfinished stories or unresolved issues.
HSPN: What’s a misconception you had about this work before you started – and how has reality differed?
Shen: Before becoming a hospice nurse, I assumed hospice patients were always unresponsive, on continuous opioid drips and expected to pass within hours or days. When I started at MJHS Hospice and Palliative Care, I quickly learned how wrong that was. Many of our patients engage in music therapy, meet with chaplains and volunteers and advocate for themselves about their symptoms — including pain. It’s incredibly rewarding to help them feel comfortable and improve their quality of life.
HSPN: Was there a moment in your career when you realized, “This work really matters”? What happened?
Shen: Oh yes. I remember it very well. I once cared for a nursing home patient who only had one child. That child, who was an adult, was devastated when their parent died. The adult child blamed themself for the parent’s decline and for choosing aggressive treatments instead of letting their parent’s illness run its natural course. I reminded the child that they made the best decisions they could with the information they had. And that the decisions were rooted in love. As we talked, I saw the child’s face gradually relax and noticed their word choices changed. Moments like that always remind me why I love this work — helping patients stay comfortable at the end of life and supporting their families through it.
HSPN: What’s the most valuable skill you’ve developed on the front lines that people often overlook?
Shen: Listening! Listening is the most important skill I’ve gained as a hospice nurse. Early on, I provided compassionate clinical care, but was worried I’d seem too chatty or not chatty enough — especially since my visits generally start at 5:30 p.m. or 1:00 a.m. (I work the overnight shift.) In time, I became a lot more attuned to preferences at night or in the early morning hours. Some patients and their caregivers like to chat and appreciate the companionship that comes with a visit, others want you to listen and quietly affirm that you are there to care for, support and guide with compassion, dignity and respect without judgment.
HSPN: What’s one decision leaders make that has a bigger impact on frontline workers than they might realize?
Shen: In a staffing‑strained healthcare environment, investing in recruitment and retention builds a more stable workforce, as well as further supports current clinicians and those who plan to enter frontline professions.
HSPN: What’s a simple change – policy, tool, or mindset – that would make frontline work more effective?
Shen: For frontline nurses in various hospice care settings, technology tools can be especially helpful.
HSPN: What gives you optimism about the future of this industry, despite its challenges?
Shen: I’m optimistic about the future of end‑of‑life care because more people now understand that if death is inevitable, then dying comfortably and with dignity is essential. Although many still fear or avoid the topic, most become more open when guided through the process and begin to see dying as a natural part of life.
Over the years, I’ve seen families struggle with difficult decisions, so I always encourage them to ask one key question: What does the patient want? What would your loved one want? When the patient is verbal or alert and oriented, I ask them directly. Choices — whether about morphine, DNR orders or anything else — should reflect the patient’s wishes, not the family’s fears or beliefs. I hope to continue educating people that accepting death as part of life can help us appreciate each day more fully.
