Part 2: Taking Hospice Admissions from Chaos to Growth Engine

Taming a chaotic admissions process isn’t just about fixing broken steps. It’s about transforming the culture and cadence of an entire organization. That transformation doesn’t happen with a single training or a shiny new dashboard. It requires sustained effort, clear accountability, and a willingness to lead through the messy middle of change.

Why Change Management Matters

In every admissions improvement engagement we’ve led, the technical fixes such as process mapping, system updates and Power BI are only half the equation. The harder, more meaningful work is shifting mindsets. For some teams, that means breaking long-standing habits. For others, it’s stepping into unfamiliar territory, like collaborating with departments they’ve historically operated apart from, or embracing a level of urgency that feels new and intense. It can even mean taking a hard look at the team and determining if the right people are in the right roles.

Hospice professionals are deeply compassionate and mission-driven – but when systems are broken or siloed, even the best intentions can’t overcome operational friction. We’ve seen nurses eager to admit but stuck waiting on paperwork. Intake teams buried in manual logs. Physicians unclear on eligibility criteria. Often, it’s not a staffing problem, it’s a system problem. And fixing it starts at the top.

To be successful, leadership must model and profess the change they want to see, even in the face of resistance or frustration. That means showing up with consistency, staying close to the work, and helping teams connect their day-to-day tasks to the bigger picture: increasing access to care. When leaders lead with clarity, consistency and urgency, the ripple effect can be powerful.

 

Momentum Builds When Teams See Results

We’ve seen it time and again: Once teams experience the impact of small changes, like a faster response time, fewer dropped referrals, a grateful family that gets care sooner, they lean in. They start advocating for the process. They bring ideas forward. They celebrate wins and recover quickly from setbacks.

Best of all, they begin to trust the system and each other. It’s that kind of culture shift that turns a goat rodeo into a growth engine (see Part 1 of this blog series). However, a word of caution – teams almost surely lose momentum if the infrastructure that took weeks and months to build should begin to unravel. The systems that have been created must be stoked like a fire to keep the flame from going out.

One of the most rewarding parts of our work is watching teams evolve. What begins with skepticism and “we’ve always done it this way” often transforms into pride and ownership. Standups that were once awkward become mission-focused huddles. Referral coordinators and nurses speak the same language, and they all communicate productively with the sales team. Communication improves, morale lifts, and results follow.

 

Three Principles to Live By:

1. Create visibility: Share data and outcomes often. Teams will rally behind improvements they can see and measure.
2. Close the loop: Celebrate fast wins and circle back on unresolved issues. Consistent follow-up builds trust and shared accountability.
3. Stay aligned: Use regular touchpoints like tightly scripted daily standups or weekly cross-functional huddles to keep everyone rowing in the same direction.

When organizations follow these principles and commit to the process, admissions becomes more than just a gateway to care, it becomes a strategic advantage.

At Transcend, we believe growth isn’t about chasing numbers. It’s about building systems and cultures that enable organizations to meet needs quickly while fulfilling their mission. When you bring the right people together, create space for collaboration, and lead with clarity, what once felt like a goat rodeo becomes a symphony.

Let’s work together to bring that kind of harmony to your admissions process. We’re ready when you are. Reach out at [email protected] to start the conversation.