The SurfacerIQ Journal

Intelligence
in practice.

Deep dives into compliance, workforce management, and the evolving landscape of home care operations intelligence.

Featured AnalysisOctober 2026

After-Hours and Weekend Calls: The Coverage Gap Nobody Audits

Hospice has a federal 24/7 availability requirement. Home health does not. Both are fully responsible for what happens on the after-hours calls they take, and almost nobody reviews them.

Read Article →7 min · SurfacerIQ Team

Compliance & HIPAA

Your Compliance Program Needs an Audit Trail Built From Conversations

7 min · Oct 9, 2026

Workforce Management

Two-Thirds of Direct Care Workers Earn Under $35,000. That's Your Retention Problem.

7 min · Oct 7, 2026

Compliance & HIPAA

A Business Associate Was Penalized $10,000 for a 15-Million-Record Breach. Read the Field List.

7 min · Oct 5, 2026

Home Care Industry

Hospice Visits in the Last Days of Life: 48.3%

8 min · Oct 2, 2026

Compliance & HIPAA

OIG Is Medically Reviewing Home Health Documentation Right Now

8 min · Sep 30, 2026

Home Care Industry

Timely Initiation of Care Is 96.51% Nationally. The Misses Are All Scheduling Calls.

7 min · Sep 28, 2026

Compliance & HIPAA

The Healthcare Exemption in 47 CFR 64.1200 Covers Less Than You Think

7 min · Sep 25, 2026

Home Care Industry

3,296 Home Health Agencies Have 'Too Few Cases to Report.' Only 169 Have a Rating That Says Anything.

7 min · Sep 23, 2026

Compliance & HIPAA

The 10-Business-Day Revocation Rule Is Live. The Other Half Keeps Getting Delayed.

7 min · Sep 21, 2026

Home Care Industry

Falls With Major Injury Sit at 0.93%. The Warning Signs Arrive by Phone First.

7 min · Sep 18, 2026

Compliance & HIPAA

OCR Fined a Post-Acute Provider $182,000 for What It Said About Patients

7 min · Sep 16, 2026

Home Care Industry

Language Access Is a Condition of Participation, and It Happens on the Phone

8 min · Sep 14, 2026

Compliance & HIPAA

What Surveyors Actually Ask For — and Why It's Usually a Conversation You Can't Produce

8 min · Sep 11, 2026

Home Care Industry

The 72 Hours After Discharge Decide Your Readmission Rate

7 min · Sep 9, 2026

Compliance & HIPAA

Insufficient Documentation Is the Single Largest Home Health Payment Error

6 min · Sep 7, 2026

Home Care Industry

PDGM Took 2.9 Visits Off the Average Home Health Stay. Your Phones Absorbed the Difference.

6 min · Sep 4, 2026

Compliance & HIPAA

A Federal Rule Already Mandates Recording Every Sales Call. Just Not Yours.

7 min · Sep 2, 2026

Compliance & HIPAA

Minimum Necessary Applies to Your QA Team, Not Just Your Firewall

8 min · Aug 31, 2026

Home Care Industry

Discharged to Community: 77.71% Nationally, and the Conversations That Move It

7 min · Aug 28, 2026

Compliance & HIPAA

42 CFR 484.50(e): You Must Document That a Complaint Existed — and How It Ended

7 min · Aug 26, 2026

Workforce Management

Caregiver Turnover Fell to 34% and That Still Means Rebuilding a Third of Your Workforce Every Year

7 min · Aug 24, 2026

Compliance & HIPAA

HIPAA Does Not Require You to Keep Call Recordings for Six Years

7 min · Aug 24, 2026

Compliance & HIPAA

The 'Eleven All-Party Consent States' List Is Wrong. Here's What to Do Instead.

7 min · Aug 19, 2026

Home Care Industry

HHCAHPS Says 86% of Patients Felt Well Communicated With. This Post Is About the Other 14%.

7 min · Aug 17, 2026

Compliance & HIPAA

Your Call Recording Vendor Is a Business Associate. Its AI Subprocessor Is a Subcontractor.

7 min · Aug 14, 2026

Home Care Industry

What a Missed Visit Sounds Like Before It Shows Up in Your EVV Data

7 min · Aug 12, 2026

Compliance & HIPAA

94% of Small HIPAA Breaches Aren't Hacks. They're People.

8 min · Aug 10, 2026

Compliance & HIPAA

HIPAA's $1.5M Cap Is Not the Real Number. Neither Is $2.19M.

8 min · Aug 7, 2026

Home Care Industry

The Referral You Never Called Back: Why Roughly a Third of Home Health Referrals Never Become Care

7 min · Aug 5, 2026

Product Updates

Introducing The Surface Report: A Monthly Customer Update

5 min · Jul 28, 2026

Workforce Management

Coaching Contact-Center Agents With Call Intelligence: A Weekly Cadence That Works

7 min · Jul 24, 2026

Compliance & HIPAA

From Reactive to Proactive: Real-Time Compliance Monitoring in Healthcare Contact Centers

7 min · Jul 20, 2026

Contact Center Operations

Your CRM Is Logging Calls, Not Listening to Them

5 min · Jul 15, 2026

Compliance & HIPAA

5 Fall-Related Call Patterns Every Home Health Agency Should Be Monitoring

5 min · Jul 10, 2026

Contact Center Operations

100% Call Review vs Sampling: Why the Old QA Playbook is Costing You

10 min · Jul 6, 2026

Home Care Industry

The Home Care Call Compliance Checklist: What to Record, Redact, and Retain

11 min · Jul 1, 2026

Compliance & HIPAA

HIPAA Call Recording Compliance: A 2026 Guide for Healthcare Operators

9 min · Jun 27, 2026

Compliance & HIPAA

The Security Questions You Should Ask Any Healthcare SaaS Vendor Before Signing

6 min · Jun 23, 2026

Case Studies

From 2% to 100%: How One Home Health Agency Closed Its Call Review Gap

7 min · Jun 19, 2026

Contact Center Operations

Dashboards Tell You What Happened. Surfaces Tell You What's Happening.

5 min · Jun 15, 2026

Contact Center Operations

Sentiment Analysis in Healthcare Calls: Why Positive vs. Negative Tells You Nothing

6 min · Jun 11, 2026

Compliance & HIPAA

How to Build a Custom Call Taxonomy for Healthcare Compliance

8 min · Jun 7, 2026

Contact Center Operations

What Your Call Recordings Are Telling You (That Nobody Is Hearing)

6 min · Jun 3, 2026

Customer Experience

The Hidden Cost of Patient Churn in Home Health

5 min · May 30, 2026

Compliance & HIPAA

Why Sampling 2% of Patient Calls Is a Compliance Liability

6 min · May 26, 2026

Compliance & HIPAA

The Audit-Ready Healthcare Contact Center: A Compliance Checklist You Can Actually Use

7 min · May 22, 2026

Compliance & HIPAA

Why HIPAA-aligned voice AI is no longer optional

8 min · May 18, 2026

AI & Automation

From Transcript to Ticket: Why Disposition Codes Lose the Call

8 min · May 14, 2026