Anger at Intake

Hospice admissions are more than paperwork.

People facing one of the hardest moments of their lives and as an Intake Coordinator, you are invited into homes during this trauma of uncertainty, grief, fear, and often conflict.

Families are not always ready for the hospice conversation. Some are overwhelmed. Some disagree with one another. Others are angry. Sometimes, that anger lands on the person sitting across from them.

Knowing how to respond can transform an admission from a difficult encounter into the beginning of a trusted relationship.

Here are 5 tips to help navigate challenging admissions.

1. Read the Room Before You Lead It

“You never get a second chance to make a first impression.” Will Rogers

The first moments matter.

Observe before you educate.

Who is speaking the most? Who is quiet? Who appears overwhelmed? Is everyone aligned with the patient’s wishes? Are family members disagreeing? Is the patient comfortable discussing their care with others present?

These observations shape the conversation that follows.

Every admission is different. Your approach should be too.

2. Meet Families Where They Are

Not every family welcomes hospice immediately. Some view hospice as “giving up.” Others associate it with previous negative experiences, or ‘what they’ve heard.’ Their resistance is rarely about you. More often, it reflects the weight they bear someone who is nearing the end of life.

Avoid becoming defensive. Listen first. Acknowledge their concerns. Explain your role as a guide, not a rep or marketer. Your job is to provide honest information so they can make informed decisions.

If emotions prevent a productive conversation, pause, regroup, and begin again.

“I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” Maya Angelou

Families will forget the details of the conversation, but they will remember how you made them feel long after they forget the details you shared.

3. Identify the Real Concern

Questions often hide people’s needs and fears.

A family asking about medications may be struggling to express fear over suffering. Questions about DME might be trying to express fear of losing independence. Concern over hospice eligibility may be fear of ‘giving up’ or missing a chance.

Listen for the need behind the question.

Once you understand what matters most to the patient and family, you can explain how hospice addresses those specific concerns. Conversations become more meaningful when they focus on people instead of policies.

4. Be Honest About Whether Hospice Is the Right Fit

Integrity builds trust.

If hospice is not the right fit today, say so.

Helping patients find the most appropriate level of care is always the right decision. While admissions matter to every organization, honest patient-centered recommendations matter more.

Organizations that prioritize honesty often earn stronger reputations, better referral relationships, and greater long-term success.

Trust is difficult to earn and easy to lose.

Bonus tip: If your agency offers palliative care, this is can be a helpful bridge for many patients and their families. Keep a palliative consent with you for every consent meeting.

5. Put People Before Numbers

Successful Intake Coordinators don’t focus on referrals.

They focus on people.

Families quickly recognize genuine compassion. When they believe you truly care about their loved one—not simply completing an admission—they become more comfortable asking questions, expressing concerns, and making informed decisions.

Authenticity cannot be scripted.

It remains one of the most valuable skills anyone in hospice can develop.

Final Thoughts

Technical knowledge is essential and trust is what defines exceptional hospice admissions.

Families will not remember every form you completed or every service you explained. They will remember whether they felt heard, respected, and supported.

As an Intake Coordinator, you are doing far more than facilitating an admission. You are helping families navigate one of life’s most difficult transitions with clarity, compassion, and confidence. That may be the most important part of the job.

 

Organization is critical for Intake. Hospice Tools EMR can add your agency’s hospice & palliative consent forms for bedside signing on mobile devices.

And, Launching Soon! The Hospice Tools beta HospiCRM. The CRM built for Hospice Marketers with referral management and Intake Log for Intake Coordinators and more!

Book your demo & find out more about the CHAP Verified Hospice EMR built  for teams like yours!

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