Ansaphone: Every call counts
  • November is
    National Home Care

    Learn more at

  • Ansaphone is proud

  • to sponsor the Communication Skills break out session hosted by Carol L. Kardas, at this year’s CT Association of Home Care and Hospice Annual Conference on November 11, at the Omni New Haven Hotel at Yale in New Haven CT.

  • Click here for more info.

  • Ansaphone is proud

  • to sponsor the Home Care Alliance of MA Private Care Conference on 11/1 at the College of the Holy Cross in Worcester, MA. Click here for more information.

  • More great learning opportunities from the Home Care Alliance of Massachusetts

Ansaphone Knows Home Health Agencies

Home Health Care Alliance of MassachusettsIn 2004, Ansaphone was honored with the selection by the Home Care Alliance of Massachusetts as their preferred vendor for telephone answering service. Since then, our client roster has grown to include more than 30 member agencies, as well as agencies in Rhode Island, Connecticut, Texas and Missouri.

The Home Care and Hospice industry continues to grow and change through population growth, agency mergers, addition of services, and increasing regulations; and the needs of each agency continue to evolve. Through our ongoing conversations with our clients, Ansaphone has developed individualized services and solutions to meet these changes, and we are now in a position to better understand the unique needs of the home health care and hospice industries.

Our Solutions

In working with the home care agencies for 20+ years it became clear that each agency had their own unique instructions for everything from out sick calls to referrals to lab results.

To ensure each agency has the opportunity to customize their instructions, we developed a template that lists common call types and allows for instructions to change based on the type of service the client is receiving, what the call is regarding, as well as time of day. Please feel free to review our Home Health Worksheet.

Case Study

Using this worksheet we were able to assist many new clients in solving a dilemma involving triaging out sick calls and service cancelations for the next day.

During our conversations with our clients, it became very clear that even though these calls were important, there was little that an on call person could do at 2am with either of these call types and was counterproductive to wake up an on call person with a call they could not address until the morning.

Working with our clients we were able to implement specific, time-of-day related instructions to our staff to relay this type of call between the hours of 6am-11pm, and also to hold these call types received after 11pm till 6am when we would then notify an on call person. Our clients, especially those on call, have been very happy with the results.

Other solutions we developed at the request of our clients include:

• Specific and unique instructions for referrals for different service types
• Home Health Aides and Homemaker services
• Hospice
• Visiting Nurse care
• Rehab therapies
• Private Pay services
• Specific and time-of-day related instructions for calls regarding a same day or next day visit
• When is my nurse coming today? The same day visit instruction that displays to our staff can be “Call out to On Call”.
• When is my nurse coming tomorrow? The next day visit instructions can be “Hold for the next business day.”


HIPAAWe recognize the impact that HIPAA has had on our clients, and have taken the necessary measures to ensure that we are able to meet your compliance needs as your business associate. We have developed a training program that our staff must complete before handling any calls for Home Health Agencies. Refresher training is provided to all employees every six months

Please review our Ansaphone HIPAA Business Associate Agreement.


The delivery of a detailed message to an on call person is no longer the end of our responsibilities. Our Home Care clients frequently request reports that are as simple as how many calls were received by day and by hour to a break out of calls by type. The data we collect on each call can be delivered in other formats to assist your agency in efficient use of limited resources.