Being a hospice care provider is not easy work, but we at Centratel Answering Service know how much you mean to your patients and their families. We also know how dedicated you are to providing the best possible care at such a critical time in people’s lives.

The family and loved ones of hospice patients face many new uncertainties and insecurities. They want to do things right for their loved ones, but they may not be sure what to do. New questions and concerns may arise every day, sometimes multiple times in one day.

Establishing a 1-2-3 escalation protocol for after-hours communication with hospice nurses and staff is vital for good patient care. The families and loved ones of your patients need to have absolute assurance that they can get a hold of your staff in any time of need. But it takes more than that. To be effective, this escalation process needs to work exactly the way you work. Your answering service team needs to work hand in hand with you, as part of your patient care team.

This is why at Centratel we work closely with our clients to establish the right escalation protocol for your business. This shapes our call handling and dispatch process as we work alongside you. We know every hospice provider is unique but no matter what, it is necessary to provide a balance of compassion and urgency. Our specialization in hospice accounts offers peace of mind: setting up your after-hours call escalation process based on your specific needs.

When a patient or family member calls they need to know that their message is going to get to the on-call nurse. If they do not hear back within a specific time frame, we empower them by providing a live person to reach back out to that can follow set protocols to reach emergency back-up staff. Simply put, if the caller phones again, we begin our escalation process. This means we are involved in the care process with you, and we will keep communications open with your client until you are able to provide a direct response.

Centratel is an elite national telephone answering service located in Bend, Oregon.
Centratel’s Home Health and Hospice Answering Service assists hundreds of businesses during and after-hours, throughout the United States and is, by a variety of statistics, the highest quality answering service available among the approximately 1,500 services nationwide.

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