AI call monitoring software for home health care.

In home health, home care, and hospice, the phone is where the relationship happens. Intake happens on a call. Care coordination happens on a call. A family's frustration lands on a call — usually weeks before it becomes a disenrollment. And regulatory exposure — the missed disclosure, the incident that didn't get escalated — lives on a call too.

But traditional QA programs review roughly 2% of those calls. That leaves patient safety, caregiver quality, and churn signals sitting inside recordings nobody has time to open. SurfacerIQ puts AI on top of every call so the signals leave the recording and reach the person who can act on them.

Home-based care creates safety exposure that a purely QA-oriented tool misses. SurfacerIQ tags calls for signals like reported falls, medication complaints, cognitive changes, missed visits, and self-harm statements — and routes them to the RN, care coordinator, or compliance officer who owns the follow-up. The signal doesn't sit in a report. It becomes a ticket with the transcript attached.

Because SurfacerIQ scores every call, supervisors stop building QA programs around random samples and start coaching against the specific moments that matter — the intake question that got skipped, the empathy signal that wasn't there, the compliance disclosure that got rushed. Scorecards are configured to your program, not to a vendor's template, so a hospice program and a personal-care agency aren't stuck grading themselves on the same criteria.

The signals that predict a family walking away rarely show up in surveys — they show up in the tone and content of routine calls weeks earlier. SurfacerIQ surfaces churn indicators as they emerge, so retention and operations leaders can intervene before a family becomes a disenrollment number.

For the underlying pattern, see our blog post on the hidden cost of patient churn in home health.

SurfacerIQ operates as a HIPAA business associate for customers that handle Protected Health Information. Every customer that may transmit PHI signs a BAA. Recordings, transcripts, and derived analytics live in tenant-scoped storage with encryption in transit and at rest, role-based access, and audit logging. Full posture is on the HIPAA page.

You don't have to migrate telephony to turn SurfacerIQ on. It ingests calls from the VoIP and CCaaS platforms home care agencies actually use — 3CX, RingCentral, Intermedia, Bicom, Twilio, Zoom, and Microsoft Teams — and routes signals into the CRM, EHR, or ticketing tools your clinical, ops, and compliance teams already live in.