2015

Marketing Plan of HPCA

Celine Govender, Ashveer Singh, Shaheel

Rajcoomar, Sammiksha Singh
10/2/2015
Executive Summary
HPCAs responsibility is to provide high quality palliative care to those who need it. This
marketing plan sets out the situational analysis, marketing and financial objectives, marketing
mix, descriptions about the programme element mix and implementation plan as well as a
media schedule and timeline about the marketing activities that HPCA will carry out to meet
the objective of retention and referral during the 2015/2016 period.

The situational analysis which includes a SWOT as well as PESTLE analysis shows us that
HPCA has a solid foundation for future provision of healthcare through its skilled staff, high
quality service, strong brand images etc. The PESTLE analysis determines the factors of the
macro environment that affect the organisation. HPCA has made strong alliances with
government departments to provide palliative care to inmates. Major economic downturns
have negatively affected HPCAs ability to provide care to the ever increasing population of
terminally ill patients.

From the SWOT and PESTLE analysis, major marketing and financial objectives have been
set. A marketing mix as well as descriptions of the poster, storyboard and brochure in the
programme element mix and implementation plan has been conducted with an in-depth
analysis of how each element will be implemented. The budget and timeline also enhance
these elements.

HPCA has an ambitious but achievable marketing plan. Over a 12 month period and keeping
within a budget of R50 000, they will carry out the details described in the programme
element mix and constantly evaluate it to ensure a critical success.

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Table of Contents
Executive Summary ................................................................................................................................ 2

1. Introduction ......................................................................................................................................... 6

2. Situation Analysis ............................................................................................................................... 7

2.1 SWOT Analysis ............................................................................................................................ 7

2.1.1 Strengths ................................................................................................................................ 7

2.1.2 Weaknesses ............................................................................................................................ 7

2.1.3 Opportunities.......................................................................................................................... 8

2.1.4 Threats.................................................................................................................................... 8

2.2 PESTLE Analysis ......................................................................................................................... 9

2.2.1 Political .................................................................................................................................. 9

2.2.2 Economic ............................................................................................................................... 9

2.2.3 Social.................................................................................................................................... 10

2.2.4 Technological ....................................................................................................................... 10

2.2.5 Legal .................................................................................................................................... 10

2.2.6 Environmental ...................................................................................................................... 11

3. Marketing Mix .................................................................................................................................. 11

3.1 Product ........................................................................................................................................ 11

3.2 Price ............................................................................................................................................ 12

3.3 Place ............................................................................................................................................ 12

3.4 Promotion.................................................................................................................................... 12

4. Creative Strategy Statement .............................................................................................................. 13

4.1 Marketing Goals and Objectives ................................................................................................. 13

4.2 Financial Objectives.................................................................................................................... 13

4.3 Key Benefits................................................................................................................................ 14

4.4 HPCA Claim and Promise .......................................................................................................... 14

4.5 Campaign Theme ........................................................................................................................ 14

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 4.6 Message Strategy Statement ....................................................................................................... 14

5. IMC Program Element Mix .............................................................................................................. 15

5.1 Story Board ................................................................................................................................. 15

5.2 Poster .......................................................................................................................................... 16

5.3 Brochure...................................................................................................................................... 18

5.4 Timeline ...................................................................................................................................... 19

5.5 Media Schedule........................................................................................................................... 20

6. Conclusion ........................................................................................................................................ 20

7. Reference List ................................................................................................................................... 21

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1. Introduction
Today the need for palliative care is growing very rapidly as there is an increasing number of
individuals living with progressive life-threatening illnesses. Studies have shown that people
prefer to die at home or in a home-like environment when death at home is not possible, a
robust support network is therefore required in the community. Residential hospice beds are
an essential part of this network.

Although HPCA is receiving heightened attention, there are a lot of people who are still
uninformed about its reason for existence. This report aims to eliminate those barriers by
creating awareness to increase retention and referral of patients.

The target group of this report is primarily patients with terminal illnesses as well as
traditional healers who live within the boundaries of South Africa. The aim is to attract new
patients to hospice, retain them along with current patients, and refer those who are in need of
traditional healers.

HPCA seeks to increase awareness about their services as well as attract a larger number of
patients by means of retention and referral. Therefore a marketing plan will be conducted to
analyse the organisations internal and external situation from this suitable marketing
objectives will be devised to successfully elevate awareness of palliative care. A marketing
mix will encompass some of the tactics used to promote HPCA and creative strategy
statement along with the integrated marketing communication program element mix will
outline how HPCA will go about carrying out their marketing efforts in order to meet their
objectives.

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2. Situation Analysis

2.1 SWOT Analysis

2.1.1 Strengths
HPCAs extremely recognisable branding is one of their strengths. The social butterfly
campaign was designed to raise awareness of Hospice and palliative care nationally by
creating a butterfly as an easily recognisable symbol for the association. It symbolises
personal transformation because of the process of metamorphosis it goes through. Butterflies
teach us that change in our lives is inevitable; however, they do not have to be traumatic.

More professionals are being trained in palliative care across the country which means that
there will be a higher number of skilled palliative care workers resulting in better quality of
treatment for patients and more skilled staff for hospices nationwide.

HPCA is accredited by COHSASA therefore the standard of service that they provide is of
high quality. They also took part in a mentorship programme to ensure the highest standard of
service to provide improved quality of care to patients and their families in hospice
programmes. This programme has resulted in a wider range of skills for HPCA staff and
volunteers which results in better care for patients overall.

2.1.2 Weaknesses
HPCA has a vast number of weaknesses. Funding is one important factor that HPCA must
overcome. Palliative care continues to evolve at a rapid rate in South Africa but inadequate
financing can limit hospice with regard to any service they need to administer.

Their marketing strategy is one of their major downfalls. Not enough people are aware of
HPCA and what their purpose is. Therefore those that have the means and would be willing
to help, volunteer or donate to hospices cannot because they have no knowledge about
HPCA.

Another barrier is the stringent hospice admission requirements. The long process of
admission may hinder patients ability to register for palliative care because they may not be
able to read or understand the complicated terms laid out in the admission process or may tire
from moving to different departments within the hospice and filling out many forms,
therefore they leave the process altogether.

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2.1.3 Opportunities
HPCAs brand ambassadors Lucas Radebe, Jacques Kallis, Achmat Hassiem and David
Callaghan are some of South Africas most famous sports stars therefore when people think of
them and know that they are brand ambassadors of HPCA they feel a strong urge to do
research on the association and are often attracted towards what it stands for, through this
word of mouth marketing can spread and soon a larger number of people nationally and
internationally will be knowledgeable about the organisation.

By partnering with the Durban University of Technology and other universities HPCA has
gained valuable information and attracted a wider range of South African youth because
students have the ability to communicate with a younger market and create strategies and
plans that will capture the minds of the youth.

Social media platforms such as Twitter and Facebook has also helps HPCA stay connected
and inform users of what projects they engage in and educate individuals about HPCAs
reason for existence . These platforms share success stories of patients that live in hospices, it
also acts as a communication forum for those that are curious about HPCA and want to learn
more.

2.1.4 Threats
Being a non-profit organisation, HPCA will always face a considerable number of threats.
Since palliative care is a relatively new speciality, there is always fear on behalf of
professionals to implement palliative care principles early on in a patients illness.

Misconceptions that hospice is only for the dying or only for cancer patients is also another
myth that HPCA aims to resolve. Many uninformed people think this is true and thus the
demand for hospice based palliative care to those who are not in their dying stages or do not
have cancer is decreased. Hospice must therefore address those misconceptions by creating a
campaign that informs individuals about their purpose.

Cultural barriers pose as a threat and include: some individuals value caring for and being
cared for by a family member as a way to express respect and dignity for loved ones and for
this reason may avoid hospice care. In some traditions spirituality is used, they prefer to pray
for a miracle rather than accepting death through hospice, which may be looked at as giving
up. In some instances there is a general distrust of the healthcare system as a cause for
avoiding hospice care.

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2.2 PESTLE Analysis

2.2.1 Political
HPCA at the national and regional level has a vibrant working relationship not only with
National and Provincial Department of Health but also with Department Of Correctional
Services, Department Of Defence, Department Of Education and Department Of Social
Welfare. The National Department Of Health is a member of the Alliance for Access to
Palliative Care.

HPCA has contributed directly to strengthening palliative care service provision within the
government by working with Department of Correctional Services to implement palliative
care in prisons. In addition HPCA has trained over 920 government health care providers in
palliative care.

The Government also contributes directly to palliative care provided by member

Hospices, signing individual contracts with many of them to provide TB/HIV services and
home-based care through community health workers. In addition, it provides drugs and other
medications, space, and technical expertise of its staff members, who sometime sit on hospice
boards.

2.2.2 Economic
In common with many health and social care providers Hospice is operating in a fully funded
environment which has been worsened by the impact of recession on its voluntary
fundraising and retail activities.

HPCA received its first grant from FNB and is currently funded by CASIPO and other
donors. Although due to the recent economic downturn and recession, fundraising has been a
very intricate process.

Due to the tension of having fewer resources, priorities change because money is limited and
therefore HPCA has the opportunity to be innovative and clever with resources that they do
have.

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2.2.3 Social
A growing population also results in an increased need for palliative care. South Africa, being
a developing country, has many rural communities and they are still growing. Rural
communities may not be well educated about disease management/prevention or may simply
not afford treatment. HPCA should therefore develop more hospices in these communities to
create greater access to palliative care.

Higher income and well-educated groups have increasing expectations of access, quality and
response time and personalised delivery of services regarding palliative care. Thus, HPCA
must provide services that cater for these individuals e.g. telephone or online based care
booking.

2.2.4 Technological
An example of technological improvements made by HPCA is that of Msunduzi hospice.
Traditional healers were given lessons on how to make efficient use of time spent with
patients by using a new sms system developed and created by two students, Owen Herterich
and Claudia Bernett, from Parsons School of Design and Technology in the USA.

This system allows traditional healers to access palliative care information via their cell
phones.

HPCA South Africas website (www.hospicepalliativecaresa.co.za) can also be used by

patients and other individuals who have internet access and need to gather information about
the association, need answers to common questions about palliative care, or simply just want
to browse the website to gain insightful information that may be used to increase their
knowledge about hospice and what they do.

2.2.5 Legal
South Africa has no national policy on palliative care. The Patients Rights Charter states that
everyone has the right of access to various services, including palliative care. But this is not
followed up with any specific course of action. It is estimated that only 5% of South Africans
who die from terminal illnesses have access to adequate palliative care. This is where hospice
becomes a lifeline for terminally ill people and their families (Love in times of terminal
illness: 2014)

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In order to realise these rights government need to put in place a policy on palliative care so
that this can form part of the healthcare system, in both the formal as well as informal sectors.

2.2.6 Environmental
Because of the TB epidemic in South Africa it is very important that measures are taken to
protect both hospice staff and patients from contracting TB.

Hospice strive to ensure that patients rooms are always well cleaned and beddings changed
regularly to ensure a hygienic environment, and remove of any germ or bacteria that may be
present in bacteria-prone areas.

The physical environment will influence the success of palliative care therefore hospices
must ensure that their units resemble a home-like environment with natural lighting, well-
insulated rooms, walls and windows that limit noise.

3. Marketing Mix

3.1 Product
The Marketing plan for the Hospice Palliative Care Association of South Africa is a 12
month program designed by the Marketing 2 students of Durban University of Technology.
Taking into account a SWOT and a PESTLE analysis of HPCA an intensive marketing plan
has been created in order to raise awareness of the role of HPCA with the aim of increasing
retention of patients at the hospice centres and dispelling myths and misconceptions that
prevent many from making healthy choices. Multiple platforms using brochures, posters and
storylines will be used to highlight the purpose of HPCA .Social media like Facebook,
Twitter and YouTube will be used to promote the product. Incorporated into the offering is
HPCAS recognisable branding in the symbolic form of the butterfly and patients will be
reminded of the personal transformation that they can experience in the hands of the well
trained, skilled professional team of caregivers. HPCAs high standard of service ensured
through the accreditation by COHSASA will be communicated to patients as reassurance in
terms of the organisations commitment to contributing to a life of quality especially in terms
of making patients feel at home during the last stages of their lifes journey. ----dont talk
about promotion

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3.2 Price
The market offering of a life at the HPCA translates into a healthy and well informed choice
of embracing the inevitable changes of life that bring with it peace of mind, dignity and a
feeling of being loved and accepted especially at a time that could otherwise be extremely
lonely and painful. The multidisciplinary approach ensures that all possible forms of
assistance is provided and the value of what given to patients cannot be equated in monetary
terms. Being a terminally ill patient in a medical facility can be extremely stressful not only
for the patient but for the entire family, therefore the relief that comes with being in HPCA is
an enormous positive step.---focus on how patients will pay, eg, those with medical aid will
be able to use that to pay but those without will be provided the service free of charge.

3.3 Place
The marketing plan incorporates the whole of South Africa. The intention is to reach as many
people as possible in order to raise level of awareness thereby increasing retention of patients.
The HPCA has a positive relationship with some of the most influential bodies is South
Africa which includes the Dept. Of Health, Social Welfare, Education, Defence and
Correctional services and using the assistance of these authorities at both provincial and
national levels will prove highly beneficial. The marketing elements that will be used to
promote will be placed at these strategic points including public areas like bus stops,
community halls and shopping centres. Using social media promises to reach out to numerous
viewers nationwide 24/7. Viewers can access information in the comfort of their homes, at
work or just about anywhere.

3.4 Promotion
Promoting the purpose and role of the HPCA is one of the key areas of the program.
Although there still needs a lot to be done in terms of marketing the HPCA largely due to the
lack of funds , the 12 month plan has a very effective strategy in place using the various
marketing elements of brochures, posters and storylines and communicating the message to
thousands of young viewers through the social media like Facebook and Twitter. Promotion
of real life cases and experiences aims at motivating the young minds to become more
involved in making a difference in the lives of loved ones through selfless work. Partnering
with DUT students ensures that the required skills and knowledge is utilised to achieve the
required objectives of marketing the cause of HPCA. Effective communication through the

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marketing program intends to ensure that correct information is relayed to patients, traditional
healers and public in general thereby resulting in early recruitment, referral and retention of
new patients who need support and care.

4. Creative Strategy Statement

4.1 Marketing Goals and Objectives

I. Increase retention of patients by informing them about palliative care services with
the aid of integrated marketing communication program elements (story
board/powerpoint presentation; brochures, posters)
II. Capture an additional 40% of South African youth before May 2015 using social
media platforms such as Twitter, Facebook, and YouTube. Partnering with South
African universities such as DUT and a host of others to create a marketing plan that
appeal to the younger generation.
III. Eliminate common misconceptions and myths about palliative care within a 12 month
period by educating patients, traditional healers, doctors, physicians and other
healthcare facilities about the type of work that HPCA does
IV. Promote 24/7 specialist palliative care medical support and advice to patients as well
as medical professionals in all communities

4.2 Financial Objectives

I. Design, develop, launch and evaluate the marketing plan within a 12 month period
using a budget of R50 000
II. Communicate with health care facilities, doctors and volunteers in order to increase
funding of HPCA by a minimum of 15% from 2015-2016
III. Partner with governmental departments to provide subsidies to HPCA so that the
budget for medication and resources can be increased by 8-10% before December
2016

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4.3 Key Benefits
The Integrated Marketing Communication Program Elements used to achieve HPCAs
objectives have been thoroughly analysed, evaluated and developed in the most effective and
efficient way to ensure that the marketing plan is completely successful.

HPCA provides more than just a place for the dying to spend their last days, they provide
high quality palliative care. HPCA also strives to promote quality in life, dignity in death and
support in bereavement to everyone living with a life-threatening illness.

HPCA is accredited by the Council for Health Service Accreditation of Southern Africa thus
making their services very high quality.

4.4 HPCA Claim and Promise

The need for palliative care is growing and it is growing with an aging population. More
people expect to direct their own care at end-of-life. They want to be valued and cared for
and free of pain. They want to continue feeling hope. HPCA puts all their efforts into
ensuring that those with terminal illnesses have the opportunity to condense a lot of living
into a short time so that they can do more and benefit the most from life.

4.5 Campaign Theme

The theme of the entire campaign is retention and referral. HPCA wants to attract patients
with terminal illnesses and retain them. The strategy to attain this will be discussed further in
the marketing plan. Referral is the other half of the campaign. Hospice realises that not all
patients prefer using palliative care treatment and services and would rather chose the more
cultural or natural option to treatment, therefore referrals to traditional healers will be done
whereby patients come to hospice for treatment and if they are uncomfortable with the type
of service or treatment that hospice provides, they will be referred to a traditional healer who
works in partnership with hospice.

4.6 Message Strategy Statement

Promoting hospice services and focusing on retention and referral of patients will convince
patients, traditional healers and other healthcare professionals that hospice is not a place for
people to come and die, but a place for them to improve the quality of the little time they
have left. By the use of physical, psychosocial and spiritual treatment they will be able to

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make the most out of their lives and will be able to carry out whichever wishes or desires they
had and were not able to do previously because their disease was preventing them from doing
it.

5. IMC Program Element Mix

5.1 Story Board

The story board focuses on attracting patients to hospice and retaining them for as long as
possible and when they are still not fully satisfied with only hospices help, traditional healers
will be there to assist them in the healing and recovery process. Its simple language, short
length, animated characters and empathetic tone acts as an advantage because it shows
patients that there are actually people who do care about them and understand what theyre
going through. The tone is very sincere just like the service that hospice is providing. Hospice
services are not a light matter, and so the story board cannot be humorous or light-hearted.
The story board is direct and it reflects the type of service that HPCA provides.

The downfall of the story board is that not many people like to communicate about their
illness and they dont appreciate it when others (especially those who do not have their
illness) talk about it. They prefer suffering in silence. HPCA aims to redress this issue by
providing extensive support services and using other platforms like posters and brochures.

The story board will be introduced in the form of an animated powerpoint during the months
of February and March in order to rapidly spread awareness of HPCA and its reason for
existence. The fact that both World Cancer Day and Valentines Day fall in February is the
reason that the story board will be launched during this time. The aim is to show people that
even though they have life threatening illnesses, there are still people who love and will
always support them through whatever circumstances they may come across. Cancer patients
in particular will then have a sense of loyalty toward HPCA and seek assistance from them.

Social media has become an important way to connect and maintain relationships with
stakeholders. There are a multitude of social media networks, some of which will work better
for HPCA than others. Three of the most popular networks- Facebook, Twitter and YouTube-
will reach HPCAs target market and reinforce its message many times over.

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HPCAs Facebook and Twitter profiles will host the story board and it will also be uploaded
onto YouTube in order to capture the attention of younger individuals from the ages of 15-35.
Once users have viewed the link and if they like it, it may further encourage them to
repost/share/retweet it making the link available to a larger network of users. By this
happening, more and more users will be able to view the site thus meeting the objective of
increased awareness amongst the South African youth.

In addition to directing traffic to the HPCA profiles, the story board will be used to educate
individuals about palliative care and therefore help to eliminate common misconceptions and
myths about hospice and end-of-life care.

External links will be built by building relationships with other health care facilities and
governmental departments to encourage them to upload a link of the presentation to their
websites.

The story board will be widespread across the above mentioned social media and will be
available for viewing/sharing/retweeting for as long and as frequent as users wish.

5.2 Poster
A poster is one of the most suitable ways of capturing attention widely and quickly. The
poster would be in an online form in keeping with the theme of being environmentally
responsible. It will be posted on social media sites such as Facebook, Twitter and Instagram
and also be available as a .pdf document where users can download it. The poster will be
launched on Coca Colas website for the online global community to enjoy.

There are numerous advantages of promoting palliative care using a poster as a tool. A few
important ones are highlighted:

Online posters create a wide general public interest very quickly. Thousands of people
view them daily.
Frequency of viewing posters has an added advantage. Posters can be viewed 24/7
daily
A poster uses a short but effective message that usually sticks in the mind of the
viewer.

Some of the disadvantages of using posters include:

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 Not every person who enjoys drinking coca cola Prime locations may have limited
space available to display posters especially if they are very large.
Visibility maybe affected in adverse weather conditions and heavy traffic.

One of the main objectives of the program is to increase and retain patients by providing
information on palliative care and the role of the HPCA. Posters will be used as part of the
12 month program to heighten initial awareness to as much of the public as possible. It will
also be an excellent way to reinforce the message being sent out about the role of the HPCA.
Although the entire period could be used for poster display, the focus will be to use the initial
few months to create as much general awareness as possible. Strategic locations will be
chosen to display the posters eg bus stops and community halls. Rural areas will also be
covered.

The 1st objective of the program is to increase retention of patients by providing information.
The poster is a very effective form of communication especially in rural areas where literacy
levels may not be very high. Bold pictures which convey feelings and expressions very
realistically can create a very deep sense of interest in people who are not aware of the
options available to them. The poster also conveys a sense of comfort and peace will
encourage patients and potential patients to believe in the caring and supportive role of the
HPCA.

Another objective of the program is to eliminate myths and misconceptions thereby educating
health care workers about what HPCA does. A poster can send out a very clear message that
many aged people prefer to live a life of quality rather than of quantity.

Social media like Facebook, Twitter, YouTube and LinkedIn are powerful ways of conveying
information especially to the youth. Posters that are made available on these social media can
be viewed by thousands of youth who are indirectly involved and affected by their loved ones
who may be terminally ill. This will help in capturing the attention of the additional 40% of
South African youth that the program aims at doing. The poster also forms an important part
of the marketing plan which aims at appealing to the younger generation.

Posters are an excellent way of meeting our objective of promoting support and care that is
available 24/7. They can be viewed by a very large segment of the public including patients,
medical professionals and communities.

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Posters will be used initially possibly in the first six months. This will ensure that awareness
is created widely and to as many people as possible.

The choice of using posters as a marketing tool especially in conjunction with social
networks like Facebook is very effective as it is one of the fastest ways of communicating
especially among the youth in modern times. Looking at our target audience who are patients
and traditional healers, posters are a quick and easy way of conveying a bold and effective
message.

Posters are available for viewing 24/7. This allows people to view posters as many times in a
day as possible.

5.3 Brochure
Having a brochure proves hospices credibility. Aside from using it to feature services to
attract potential patients, volunteers etc you can also use it to show your achievements
throughout the years or your objectives in achieving your goals if you are just starting.

With the growing competition in the business world today, only a few realize the benefit of
having a brochure. Doing so will show that you give importance to all your patients and
those who are interested in hospice because not all of them have the time to watch TV, listen
to the radio or surf the internet. Therefore, giving them a brochure allows you to give them
the chance to read what you have to share in their most convenient time.

They come in handy. If you want to tell people more about your hospice, all you have to do
is to give them a brochure that they can read for a better and clearer understanding of the
services that hospice provides.

Brochures are expensive to make and change. If you do not know how to make your own
brochures and if you do not have the right equipments, you will not be able to come up with
the quality that you expect. Having them changed because of missed information and
corrections is the same as having a new brochure printed.

Sometimes, if the service that hospice provides is not of interest to your potential patient,
they simply ask you to just leave the brochure on the table. No matter how informative they
are and how good your intentions are, they make the brochures a kind way of asking you to
leave them behind.

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The brochure will be introduced during the period of April to May as soon as the storyboard
and poster are done launching. This will be done to provide potential patients with a more in-
depth knowledge of hospice that the storyboard and poster were not able to provide.

It will be distributed in schools, clinics in rural as well as urban areas, hospitals and health
related events especially those concerning palliative care and also at traditional healers
practices. By doing so, there will be a much wider spread of knowledge about HPCA and
palliative care and the goals of retention and referral would be met.

5.4 Timeline
August 2015 : Presentation of ideas to HPCA board
September-November 2015 : HPCA chooses components of campaign to
implement
Purchase advertising space for 2016 in the recommended publications and
websites
December 2015-January 2016: Design ads, posters, brochures and create social
media profiles, begin by building networks
February-May 2016: launch campaign
February-March: Storyboard
April-May: Poster and Brochure
June-July: Evaluate and adjust campaign as needed, track service awareness
August 2016: Evaluate campaign

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5.5 Media Schedule

6. Conclusion
The last few years have seen significant changes, both positive and negative, in palliative care
within South Africa. The SWOT and PESTLE analysis conducted above highlighted many of
these developments and serves as a unique opportunity to bring about transformation and
improvement of palliative care services. By using the marketing mix and programme
elements HPCA will be able to effectively and efficiently carry out the objective of retention
of patients and referring them to traditional healers when necessary. By crossing borders
between disciplines and sharing practices from around the country, HPCA can ultimately
achieve the aim of making palliative care a human right for all.

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7. Reference List

Legal aspects in palliative and end of life care (online). 2015. Available:
(http://www.uptodate.com/contents/legal-aspects-in-palliative-and-end-of-life-care
(Accessed: 19 April 2015).

Legal services for hospice patients in South Africa (online).2014.Available:

http://www.hpca.co.za/stories/legal-services-for-hospice-patients-in-south-africa.html
(Accessed 29 April 2015)

Love in times of Illness (online).2015. Available:

http://www.discovery.co.za/portal/individual/medical-aid-news-jun14-terminal-
care/?utm_source=HealthNewsletterJun14 ( Accessed 21 April 2015).

TB Infection Control in hospices (online).2015. Available: http://www.hpca.co.za/stories/tb-

infection-control-in-hospices.html (Accessed 10 April 2015).

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The Department of Correctional Services. 2009. Service Level Agreement. Westville:
Department of Correctional Services-KZN.

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