After Hours Triage and Core Services
If you are struggling to decipher the Conditions of Participation as it relates to outsourcing any part of your after hours triage for hospice or after hours triage for home care and core services operations and whether or not it conflicts with Core Services, we have some answers for you regarding After Hours Triage and Core Services.
Back in 2015 the National Hospice and Palliative Care Organization (NHPCO) released a clarifying statement on the use of after-hours on-call triage services. NHPCO reminded its members that under the federal hospice Conditions of Participation (COP), hospices must routinely provide substantially all core services, including nursing services, directly by hospice employees such as patient assessments, care planning, updates to the plan of care, and in-person visits.
The NHPCO issued 3 key statements and regulations:
- Demonstrate, through procedure and documentation, that the nursing needs of your patients are being met by hospice-employed nurses
- Insure your hospices still employ and assign a sufficient number of on-call nurses who can meet the 24/7 nursing needs of your patients.
- Work with your after hours triage vendor to establish procedures to ensure that triage vendor’s personnel are not replacing the role of the hospice’s employed on-call nurses.
The NHPCO’s comments have been instrumental in reducing the confusion in our industry about the use of remote based triage services like IntellaTriage.
Condition of Participation & Coordination of Services
The team of nationwide registered nurses that IntellaTriage employs will triage patient/caregiver calls, and work diligently and with great care to assess your patient’s needs and try to resolve any and every concern before contacting your on-call nurse. We our perform that triage based on your customized protocols and procedures (NOT OURS). We do not violate any COP or Core Services regulations by providing any of the professional nursing services described in 42 C.F.R. §418.56.
Plan of Care & Core Services
Our network of nationwide registered nurses do not provide any core services, as described in 42 C.F.R. §418.64, by making patient assessments, or updates to a plan of care. When you work with IntellaTriage your organization will continue to be responsible for directing, coordinating, and supervising the care and services provided by your staff.
Overcoming Your Staffing Challenges
IntellaTriage has been the number provider of affordable triage for over 9 years with clients across the nation and we want hospice and palliative care providers to know that IntellaTriage does not attempt to replace core services staff. We work to support, assist and help every organization maintain the level care their patients expect for their patients, caregivers and staff. Contact us today to learn more.
Contact Us for a Consultation
Ready to optimize your triage process? Reach out to us today for a consultation tailored to your needs. Let’s elevate your patient care together.
More From The Blog
In 2025, post-acute care entered a new era of accountability and transformation. Hospice and home health providers faced the rollout of new quality measures, mounting documentation demands, and continued pressure from shrinking margins and workforce shortages. Families expected faster access and more compassionate communication, while clinicians needed real relief from after-hours strain. At the same [...]
For hospice and home-health organizations, staffing after-hours shifts presents a unique challenge. Patients’ needs don’t magically pause between office hours, yet many agencies still rely on outdated scheduling models that leave nurses exhausted, escalation rates high, and patient satisfaction vulnerable. In this post, we’ll explore how thoughtful scheduling, strategic outsourcing, and nurse-first triage support can [...]
Why Nurse-First Care Will Always Matter More We are drawing a line in the sand. No. AI cannot accomplish everything. Sure, you could let AI answer your after-hours calls. But ask yourself: why would you want to if you don't have to? On the other end of that phone is not just a "call" — [...]
