The SurfacerIQ Journal

Intelligence
in practice.

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

Featured AnalysisAugust 2026

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

Your QA team can play any recording from any patient. The Privacy Rule has an opinion about that, and it is not the one your encryption vendor answered.

Read Article →8 min · SurfacerIQ Team

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