Welcome Calls 2025

Affiliate*
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Hi, this is CALLERS NAME. I'm a Team Member with AFFILIATE NAME. I was just calling to check in and see how you all are doing. I'm sorry I missed you. My call is part of our commitment to serve and support you, as we take your care very seriously. Please, if you have any needs or questions, just call us back any time, day or night. Our number is XXX.XXX.XXXX. Thank you again for your trust in our care.

Answer/No Answer
Introduction

Hello, this is YOUR NAME, and I'm a team member with NAME OF AFFILIATE. May I speak with PATIENT OR CAREGIVER NAME?

It's been a couple of days since we began our service, and I wanted to check to see how you all are doing. Would you have a few minutes to answer a few questions regarding your/your loved one's care?


(Wait for answer. The way this sentence is worded will tell you if there were any major changes in the patient's condition.)


Pt/Caregiver unavailable: I'd like to be sure that you have our direct phone number if you need to reach us for any reason, you can call XXX-XXX-XXXX and reach a staff member that can assist.


Callback Requested: This is simply a courtesy call to check in on you. If you need us for anything please don't hesitate to reach out. We are available 7 days a week day or night at: XXX-XXX-XXXX.


Declines Participation: That's OK. Remember that we are here day and night and the care we provide is our top priority. If you need to reach us for any reason, you can call XXX-XXX-XXXX and reach a staff member that can assist.


Patient has passed: I’m sorry for your loss. Would you or any family member would like additional support?

Contact spoken to:
Team Members

Have you had a chance to meet with your nurse and the rest of your team yet?


IF YES: I'm so glad. They are really wonderful caring people.


IF NO: I'll check with them and they will reach out to you very soon.

If at any time you need to let us know of any needs or changes, you can call us at xxx.xxx.xxxx


Symptom Management

One goal in hospice is to help manage your symptoms. Are we helping meet that goal? I guess what I'm asking is: Are you and your loved one as comfortable as you want to be?


IF YES: I'm glad to hear that. I know this is a difficult time and we want you to be as comfortable as possible.

I know this is a difficult time, I will ask that your nurse be in touch with you soon. Is there anything specific you want me to share with them? If at any time you need to let us know of any needs or changes, you can call us at xxx.xxx.xxxx

Medication and Supplies

Do you have the medications, medical supplies and equipment you need? Is the equipment working correctly?


IF YES: Very good, I'm glad to hear that.

Your clinical team will be made aware. Are you able to provide me with the specific items you need? If at any time you need to let us know of any needs or changes, you can call us at xxx.xxx.xxxx

Understanding of Medications

Medications can be confusing. Are you comfortable with your education about the medications such as knowing what each one is for and when they should be given?



If YES: As part of your nurse visits, they will review and verify each medication on every visit. Please try to be part of that process whenever you can. We want you to know what each med is for, when to give it, and the reason if any change is made. You are a key partner in the care.



If NO: It is a lot to keep straight. I'll let your nurse know and they'll go over them with you. your nurse will review and verify each of your medications on every visit. Please try to be a part of that process whenever you can. Ask the nurse any questions. You're a key partner in the care.

If at any time you need to let us know of any needs or changes, you can call us at xxx.xxx.xxxx

Emotional Support

You all are probably going through a lot of emotions and other challenges right now. It's so important that you receive good care and support. Can you think of anything we can do to make things easier right now?


If YES: Thank you for sharing that. It's certainly understandable that things are changing and emotions are part of this process. Let me have the team reach out to you. They are a great source of information and reassurance during this time.

If at any time you need to let us know of any needs or changes, you can call us at xxx.xxx.xxxx


If NO: I'm so glad you feel supported. Your team is a great source of information and reassurance during this time.

Volunteers

We offer several specialized services through our volunteer department. These include Veterans, pets and companionship or respite visits.

Are there any Veterans in the home?

If YES: Which Branch?

Do you have any pets? (List Pets, types/names)

Interest in Learning more

Would you be interested in hearing more about how our volunteers could support you and your family at this time?


If YES: Great, a team member will reach out to you.

If NO: Ok, we understand you have a lot going on right now, but if you ever change your mind simply ask your social worker.

Would you like to remain the primary contact?


If Yes: Is this the best number to reach you?

If No: Who would you like us to contact in the future?

(Request full spelling of name and best contact number.)


*Please read back the number to confirm*

Thank you for your patience in speaking with me today.

Remember that we are here for you day and night. Never hesitate to call us for any reason. Your care is our top priority.

Would you like to write down our number? It's xxx.xxx.xxxx.

We encourage you to enter it as a contact in their cell phones so they can reach us anytime needed.

Again thank you for your patience with all my questions and I wish you the best rest of your day possible.

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Call Location*
Phone Numbers