First Impressions:

When a Human-Answered Call Comforts a Hospice Patient


By Sue Cunningham-Milito

How has Cunningham Communications expanded our telephone answering service to 23 states?

Satisfied clients have helped by referring us to other companies.

Texas-based Medical Team Hospice relies on Cunningham Communications to answer its after-hours telephone calls.

David Myers, regional director, says a new administrator at the Michigan office “had previous experience with Cunningham Communications. She brought them to the table. We liked what they proposed and now we have a multi-state agreement.”

Cunningham Communications answers after hours calls for Medical Team Hospice for 24/7 patient care at homes in Michigan, Texas and Virginia.

When a hospice patient calls for their nurse after 5 p.m. a Cunningham Communications operator answers and makes the connection.

 “The idea of a call answering system means that a live person takes the call. It is much better than a recorded prompt system.”

“This is hugely helpful to us. The operator answers on our behalf. People calling don’t know that it is a Cunningham operator. They believe that it is us.”

“This gives us a fail-safe for our patients having our calls answered by a live person.”

A key benefit of using the telephone answering service says Myers is that it speeds response time to the patient.

“Your operators follow our scripted protocol of whom to reach. Our patients don’t have to wait too long without being in contact with their nurse or caregiver.”

Medical Team Hospice provides comfort care, pain and symptom management services for those with a life-limiting illness.

As a 24/7 service Medical Team Hospice can start care within two hours of a physician order. Coordinating communications to nursing staff through the answering service is critically important.

“Cunningham’s operators can filter calls for us, so our nursing staff is not burdened by answering non-emergent calls,” Myers says.

Myers says he recommends Cunningham Communications to others.

“Here in Texas they don’t routinely think of companies in Michigan. But I have recommended Cunningham to them as a solution for their telephone answering needs.”

Let us help you be confident your company never misses an important call. Our telephone answering service operators are standing by at 800-430-7880.