O-13-016 Intake Welcome Call Script and Checklist

👤 RESPONSIBLE POSITION  |  ROLE

Intake Coordinator

🎯 PURPOSE

Provides an overview/checklist and examples of items to address with a client during the intake Welcome Call.

🔄 PROCESS

Review the checklist below. Each item should be addressed when completing the Welcome Call. Select each section to view additional prompts and examples:

Introduction:

• "Hello, may I speak with [Client Name]?
• "Hi, my name is [Your Name], and I'm calling from Adara Home Health. Your healthcare provider has referred you for home health services, and I'm calling to welcome you to Adara and review what you can expect as we begin your care."

Initial Visit:

• "We have [Clinician First Name], one of our [nurse/physical therapist/occupational therapist/speech therapist], scheduled to see you on [Date] for your initial home health evaluation. They will contact you before the visit to let you know approximately what time they will arrive.
• "This first visit is very important because it allows us to complete a comprehensive assessment, discuss your healthcare needs, review your medications, discuss your goals, evaluate your home environment, and work with you to develop a personalized plan of care." The visit may last one to two hours."

What to Have Available:

• "To help us provide the best care possible, please have the following available during the visit:
  • Your insurance card(s) and photo identification, if available.
  • Please have all prescription medications, over-the-counter medications, vitamins, supplements, inhalers, creams, eye drops, insulin, and any medication lists available."
• "Having all of your medications together will allow our clinician to complete a thorough medication review and ensure we communicate an accurate medication list to your healthcare provider."

Who should be Available- Decision Maker/Representative:

• "Will you be making your own healthcare decisions, or is there someone who helps you make medical decisions or would like to be involved in your home health care?"
  • If yes:
    • Name
    • Relationship
      • POA?
      • Guardian?
      • Healthcare Agent?
    • Preferred phone number
    • Would you like them to be present at the SOC or Evaluation visits?
• If they have a POA:
  • "Do you have a Health Care Power of Attorney or legal guardian? If so, could you have a copy available for our nurse during the first visit if we don't already have one?"

Preferred Contact Person/ Language/Interpreter Needed:

• "Who is the preferred person for scheduling home health visits?”
  • Document scheduling contact in Clinical Comment Intake Note
• If indicated, "What language do you prefer to receive your healthcare information in?"
  • Language:
  • Interpreter
  • ASL
  • Vision impairment
  • Hearing impairment

Safety Expectations:

• "To help keep both you and our staff safe during home visits, we ask that any pets be secured during the visit. We also ask that any firearms, weapons, and ammunition in the home be safely secured and stored away from the area where care will be provided while our staff are in your home."
• "Are there any safety concerns our staff should be aware of before visiting your home?"

Provider Verification:

• "Our records show that Dr/NPP. [Name] is the provider who will be overseeing and signing your home health orders. Is that correct?"
• "To help ensure we communicate with the correct provider throughout your care, are you aware if the provider managing your home health care has changed recently?"
  • (If different, verify the correct provider and update referral information.)

Questions and Expectations:

• "Do you have any questions about home health services or your upcoming visit?
• “Is there anything you'd like our nurse or therapist to know before they come to your home?"
• If anything changes before your appointment, or if you need to reach us, please don't hesitate to call our office."

Closing:

"Thank you for choosing Adara Home Health. We look forward to meeting you and partnering with you in your care. Have a wonderful day!"

📅 Effective: 10/19/2026  | 🛠️ Revised:  |  ✅ Approved: RE/JM