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Hospice Communications

Never miss the call that matters.

A referral source may call once. A family may need help in the middle of the night. HospiNotes gives your agency one dependable way to answer, route and follow every conversation, without replacing the number people already know.

Book a communications reviewSee how it works
24/7 coverageCalls are routed according to your agency's rules, including nights, weekends and holidays.
One connected systemCalls, texts, intake details and follow up stay together instead of being scattered across personal phones.

Every hospice call carries its own urgency.

A clinical professional may be calling with a referral. A daughter may be trying to reach the on call nurse. A facility may need an answer before a patient can be discharged. HospiNotes helps your team respond according to the reason for the call, the time of day and the person who needs to act.

Keep your number and improve what happens next.

Your existing number stays in place. We build the routing, coverage and follow up around it so callers reach the right person without learning a new way to contact your agency.

After hours routing

Route each call according to what the caller needs.

After hours coverage should do more than forward every call to the same phone. We build routing around your agency's real scenarios so urgent clinical concerns, family questions and new referrals follow the right path from the start.

Clinical calls reach the appropriate on call nurse or backup contact.
Family questions follow the escalation process approved by your agency.
New referrals are identified and moved to intake without waiting for the office to reopen.
Every call leaves a clear record of who answered, what happened and what still needs follow up.
Review your after hours workflow
After hours call, symptom crisisRouted to on call RN
Connected
Family support lineAnswered live · reassurance given
Answered
Referral. 11pmIntake captured & queued
Captured
VOIP line, main intakeOne number across every device
Live
SMS / text threadReferral confirmed by text
Unified
Call recording, complianceLogged under BAA
Recorded
Unified communications

Bring every conversation back to one place.

Calls should not disappear into personal phones, separate inboxes or handwritten notes. HospiNotes gives your team one shared view of the conversations connected to referrals, patients and families.

Voice calls, text messages and voicemail are managed through one system.
Staff can use agency numbers without giving out personal phone numbers.
Call recordings, notes and outcomes remain connected to the conversation.
Permissions determine who can view, answer and follow each type of communication.
Missed calls and unresolved items remain visible until someone takes responsibility.
See the connected workflow
Referral intake

Move a new referral into intake while the opportunity is still open.

A returned call an hour later may already be too late. HospiNotes helps your team identify referral calls, capture the information intake needs and make the next step visible before the caller has to repeat the story.

Referral calls are identified and routed separately from routine calls.
Intake details can be captured during the first conversation.
Missed referral calls create a visible follow up item.
Source information stays connected to the referral for later reporting.
Follow up ownership is clear, so the referral does not sit between teams.
See the referral intake flow
Missed call. 2:14amSMS callback sent in 8 seconds
Recovered
Assessment bookedIntake scheduled for 9am
Scheduled
Referral → CRMSource & timeline logged
Synced
Hospice Communications

Give every hospice call a clear path forward.

We begin by reviewing your current numbers, call types, after hours coverage and referral process. Then we show you where calls are being delayed, repeated or lost and what a better workflow would look like for your agency.

Book a communications reviewSee the service options

The communication tools your hospice team uses every day.

Each engagement is configured around your agency's call volume, staffing model and coverage rules.

On call routing and escalation

Route urgent calls through the clinical coverage process your agency has already approved.

SMS and text intake

Receive referral details, family messages and follow up information through an agency managed number.

Call recording and BAA

Maintain recordings where appropriate under a signed Business Associate Agreement and your agency's retention policy.

Missed call follow up

Turn unanswered calls into assigned tasks so the next action does not depend on memory.

Shared call history

Give authorized staff a clear record of calls, messages, notes and outcomes.

CRM and workflow connection

Pass referral and follow up information into the systems your team already uses.

See what faster follow up could mean for your agency.

Use your monthly referral volume, current answer rate and average revenue per admission to estimate the referrals that may be recovered when fewer calls go unanswered.

8
45%
$15,000
Illustrative annual revenue opportunity
$648,000

about 43 referrals recovered a year when fewer calls go unanswered.

This estimate is directional, not a guarantee. Actual results depend on referral quality, response time, conversion, length of stay and payer mix. We review your real numbers during the communications assessment.

What teams ask before updating call intake

Do we have to replace our current phone number?
No. In most cases, the number your agency already uses can remain in place. We connect the routing and communication workflow behind it so referral sources and families do not have to learn a new number.
Does this replace our answering service?
It can, but it does not have to. Some agencies use HospiNotes for the full after hours workflow. Others keep an existing answering service and use us to improve routing, escalation, call records and referral follow up.
What happens when nobody answers?
The call follows the escalation path agreed with your agency. Depending on the type of call, that may include a backup nurse, an intake contact, a supervisor or a visible follow up task for the next available team member.
Can referral sources send information by text?
Yes. Referral details and follow up messages can be received through an agency managed number. We define what should be accepted by text and how the information moves into intake.
What about HIPAA and call recording?
Every engagement operates under a signed Business Associate Agreement. Recording, storage, access and retention are configured around your agency's policies and applicable requirements.
Does it connect to our CRM?
Where supported, referral details, call outcomes and follow up items can be connected to your CRM or intake workflow. We confirm the exact integration during discovery.

What changes when every call has a clear next step.

★★★★★
We kept the same number, but the calls stopped getting lost between the office, the answering service and the on call phone. Everyone can now see what happened and who owns the follow up.
Agency AdministratorHospice Agency
★★★★★
Referral calls no longer sit in voicemail until someone remembers to check. Intake sees the missed call, the source and the next action in one place.
Intake DirectorHospice Agency
★★★★★
The biggest difference is at night. Family calls and clinical concerns follow different paths, and our nurses are interrupted only when the situation actually needs them.
Director of NursingHospice Agency
of after hours calls answered or recovered
missed call SMS recovery
more referrals captured