Hospital discharge calls turned into assessments
A family usually calls three agencies the day the hospital sets a discharge date, and goes with the first one that answers. Now that's you, at noon or at 8 at night, with an assessment booked before they hang up.
A family member calls about care for a parent, often right after a discharge plan.
Learns what changed, explains your services and rates, books the in-home assessment.
An assessment on the coordinator's schedule, flagged urgent when the discharge is close.
How it works
- Hears the story first
Families calling about a fall or a stroke are frightened and tired. It lets them tell it their way, then asks what it still needs.
- Learns the need
Who the care is for, the town or neighbourhood, the discharge date, and the help they picture: bathing, meals, medication reminders, overnights.
- Explains the services
Personal support, homemaking, companionship, respite and nursing visits, in plain words, with your hourly rates and minimum visit length if you share them.
- Books the assessment
With the coordinator who covers that area, at a time the parent will be home, with entry details and who will be there.
- Flags the urgent ones
A discharge in two days, a parent home alone, or a caregiver at the end of their rope goes to intake as urgent, by text, right away.
- Briefs the coordinator
The situation in the family's words, the address, the discharge date and the hours they asked about, before the coordinator calls back.
Example call
- CustomerHi. My dad had a stroke and Brantford General says he can come home Thursday. We need someone with him.
- AI agentI'm so sorry. Let's work out what he'll need. Will he be at his own home, and what worries you most about Thursday?
- CustomerHis place, in Paris. Mostly getting in and out of the shower, and his evenings. Mom can't lift him.
- AI agentOur PSWs help with bathing and transfers, and we can do evening visits. Personal support is 39 dollars an hour, with a two-hour minimum. The first step is an in-home assessment with Leanne, who covers Paris.
- CustomerCan she come before Thursday?
- AI agentShe has Wednesday at 4 at your dad's house, so it's set up when he gets home. I'm marking it urgent so she can start lining up a PSW today.
- CustomerWednesday at 4. Thank you.
- AI agentYou're booked. I'll text you Leanne's name and the confirmation now.
After the call: Leanne has Wednesday at 4 in Paris, flagged urgent, with "stroke, home Thursday, shower and transfers, evenings, wife can't lift him" in the notes. Scheduling sees an evening PSW need for Thursday onward.
What your team gets
- In-home assessments on the right coordinator's schedule, by area
- Discharge dates and urgent needs flagged to intake the same minute
- The family's situation in their words, before the callback
- Rates and minimum visits explained the way you word them
- Enquiries that didn't book kept with a callback time
Questions
Can it tell a family how many hours their parent needs?
No. It explains what you offer and books the assessment. The care plan comes from your coordinator after meeting the client.
Can it promise a start date?
It says when the assessment is and flags the discharge date as urgent. The start date comes from scheduling once a caregiver is matched.
What about families calling from out of town?
It takes the parent's address for the assessment and the caller's number for updates, and can book a time when a local relative or neighbour can be there.
Does it speak French?
Yes, and many other languages. It helps when an adult child calls in English for a parent who prefers French or Punjabi.
Hear it on your phone
Request a demo call and the agent phones you, set up for home care like yours.