Module 01 — The First Visit: A Field Scenario

It is your third week as a hospice liaison. You are visiting Memorial General’s medical/surgical floor for the first time. The discharge planner, Sandra, looks up from her desk and says: “Hi — you’re with the hospice? Sorry, I only have about ten minutes. What can I do for you?” What is your best opening?

"We provide hospice care for patients with any terminal diagnosis — we have 24-hour on-call support, a full interdisciplinary team, and we take most insurances. I'd love to tell you about our services."

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"Thank you for making time. I'm not here with a pitch — I'm here to understand what end-of-life conversations look like on this floor. What's most challenging for your team when a patient seems to be declining?"

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"I just wanted to drop off some information about our agency. Here's a brochure."

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Sandra opens up: “Honestly, the biggest problem is that when we bring up hospice, families hear ‘we’re giving up on your mother.’ And then they get upset with us. We’ve stopped bringing it up as early as we should because it’s just — hard.” How do you respond?

"I understand, but families really need to hear about hospice earlier. It's better for everyone."

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"That's one of the hardest parts of this work — and it's incredibly common. The framing makes all the difference. I can share some language your team might find useful, if that would help."

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"I can come talk to families directly. Just loop me in and I'll handle it."

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Sandra says: “This has actually been really helpful. I have a patient right now who might be a conversation — but I’m not sure if he’s ready.” She looks at her watch. “Time’s up for today, but come back.” How do you close the visit?

"Tell me more about the patient — we might be able to move quickly."

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"Absolutely — I'd love to come back. I'll put together the language resource I mentioned. Does next Tuesday or Wednesday work?"

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"Great, thanks for the time."

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Module 01 — The First Visit: A Field Scenario

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