Cloud 9· hospice care
one ordinary day, answered
Grief has its own clock. We answer on it.
Some calls to a hospice take ten seconds of information and three minutes of silence. Cloud 9 gives your agency a front office that has time for both — every call answered gently, at any hour, in English or Spanish, for as long as the person on the line needs. Anything clinical goes to your on-call team the moment it appears; the desk never gives medical guidance of any kind. What follows is one ordinary day in a well-answered hospice, hour by hour — the phone carried with patience, so your nurses can be where they trained their whole lives to be.
$1,497/mo flat — never a charge per call. First month today · no setup fee · cancel anytime.
3:07 a.m.
the night call
Something has changed, and a daughter reaches for the phone.
Medicare expects hospice core services to be routinely available around the clock, every day of the week (42 CFR §418.100). A regulation can require the availability; it can’t supply the tenderness. The desk answers in your hospice’s name — softly, in her language, already knowing who her family is from your team’s notes. If she needs your on-call nurse, the nurse is brought in at once and she’s told who is coming and when. If she needs a minute first, she gets the minute. Later, formally, families are asked whether help came in time (CMS CAHPS Hospice, “Getting Timely Help”). The true answer is decided in moments exactly like this one.
8:15 a.m.
the referral
A discharge planner calls with a family standing at the beginning.
By the time a hospital case manager or a physician’s office calls, a family has just heard the word “hospice” — often that same hour — and every hour until care begins is one they spend unaccompanied. The desk takes the referral at once: it gathers what your intake needs, raises your admissions team immediately, and speaks to the family the way your best nurse would. With about two-thirds of hospice care given in the home (NHPCO, 2024), the telephone is usually the first room of your hospice a family ever stands in. It should feel like the rest of the house.
The front office · pages families can find · found when it matters
12:40 p.m.
the ordinary calls
Schedules, directions, supplies — carried, so nurses stay at the bedside.
Most of a hospice’s phone traffic isn’t crisis; it’s the steady middle of the day — a visit to confirm, a delivery to ask after, a son who needs the address read slowly, a reschedule that shouldn’t take a clinician’s afternoon. The desk carries all of it with the same patience it gives the night, in either language, and hands anything clinical to your on-call team the moment it appears. Your nurses’ hours stop leaking into hold music and start belonging to the people in their care.
4:30 p.m.
the hard conversation
Some questions need a bench, a shawl, and no hurry at all.
A family deciding about hospice calls three times before they’re ready to say yes — once for information, once for reassurance, once because the kettle finally whistled and somebody said just call them. The desk meets each of those calls where it is: answering plainly what your team has set down, never pressing, never selling, holding the door open at the family’s pace. When they’re ready, your team is raised that hour. Until then, they’re simply treated like what they are — people carrying something heavy.
kept all day, every day
The desk keeps five promises, and keeps them absolutely.
It never gives medical or clinical guidance. Questions about medication, symptoms, or care go to your on-call clinical team at once — every one, every time, no exceptions.
It never hurries a caller. No scripts pressed through tears, no wrapping up a voice that needs a moment — and never a word of sales language to a family.
It never speaks beyond your team’s word. Nothing about your care or services is improvised, embellished, or promised on your behalf.
It never lets a conversation leave the family. Every word is confidential, readable by your agency alone — never shared, sold, or reused.
It never asks a grieving family for anything. Your listings and pages are kept accurate so families can find you; reviews are sought only as your policy allows, and never from the bereaved.
the bill, explained at the kitchen table
Flat on purpose, so the phone is never rationed.
The entire front office, with the outreach that helps families find you, is $1,497 a month — or $998 a month billed annually ($11,976 for the year, four months free). There is never a per-call charge, by design: an agency should never have a reason, even a small accounting one, to wish its families called less. The first month is billed today; there is no setup fee; the agreement is month-to-month and yours to end anytime; you’re live in about four days. The fee does not change — not this year, not after.
Everything included: patient answering · both languages · schedules & visits · no call lost · family updates · pages · listings · found when it matters · a dignified presence — or read about the whole team and the one price.
questions, asked over tea
Families ask one way. Teams ask another.
From families
If I call in the middle of the night, who picks up?
A warm, unhurried voice, answering in your hospice’s name — no menu, no hold, no machine asking you to speak clearly. If a nurse is what the moment needs, your hospice’s on-call team is reached at once, and you’re told plainly who is coming to the phone and when. If what you need first is a steady voice while you catch your breath, you have it, for as long as it takes.
Do I have to explain our whole situation every time?
No — and you shouldn’t have to. The desk works from what your care team has already set down, so it knows who your family is when it answers. You will never be asked to walk a stranger through the hardest facts of your life at two in the morning. The retelling stops; the caring continues with the people who already know your loved one’s name.
What if my question is about medicine or what’s happening to them?
Then it belongs to a nurse, and it gets to one immediately — that is the one thing the desk will never try to answer itself. Nothing about medication, symptoms, or care is ever guessed at by a front office. You’re told exactly who is being brought to the phone and when, and the answer comes from the clinician who knows the plan of care.
¿Puedo hablar en español?
Siempre. La llamada de la madrugada, la pregunta sobre la visita, el momento en que las palabras no salen — todo se atiende en español o en inglés, despacio, al paso de la familia. Nadie debería tener que buscar palabras prestadas en la noche más difícil de su vida. Aquí se le contesta en su idioma, con calma.
From hospice teams
Where exactly is the clinical line?
Absolute, and drawn where you’d draw it: the desk never assesses, never advises, never answers a clinical question of any kind. It comforts, coordinates, schedules, documents, and carries anything clinical to your on-call team the moment it appears, with the full context attached. Nothing waits, and nothing is improvised. The care is your team’s alone — the desk exists to protect that, not to blur it.
Can it handle referrals from discharge planners and physicians?
At any hour, yes. A case manager working a Friday-evening discharge reaches a person who knows your intake, gathers what your admissions team needs, and raises them immediately — so a family never spends a weekend waiting to begin care they were entitled to on the day of the referral. Roughly two-thirds of hospice care happens in the home (NHPCO, 2024); the sooner the phone work is done, the sooner your team is at the door.
Will it actually take load off my nurses?
That is most of what it’s for. Medicare expects hospice core services to be routinely available around the clock, every day (42 CFR §418.100) — and too many agencies meet that requirement out of their clinicians’ sleep. The desk carries the schedules, the directions, the supply questions, the reschedules; it hands the clinical to your on-call team and everything else stays off their phones. Families later answer a formal question about getting timely help (CMS CAHPS Hospice) — and your nurses get to be clinicians again.
What does it cost the agency?
One flat amount: $1,497 a month for the entire front office and the outreach that helps families find you — or $998 a month billed annually ($11,976 for the year, four months free). There is never a per-call charge, so the hardest night on your census costs the same as the quietest. First month today, no setup fee, month-to-month, cancel anytime. The fee does not change — not this year, not after.
nightfall
tonight, and every night after
The phone is the first door of your hospice.
Tonight the day book starts over: a family in your service area will call somebody in the dark. If it’s your number they dial, the voice that answers — its patience, its language, its calm — is your hospice, as far as that family will ever know. The desk can be holding that door open by the end of the week, with your on-call team always one hand-off away.
No need to talk to anyone yet — run the free audit for your organization; it takes about a minute, and you’ll see your score first.
Se habla español · Clinical care stays entirely with your team · San Antonio, TX
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