When most Medicare-certified home health or hospice agencies prepare for survey, they focus on the obvious:
- Policies
- Chart audits
- Emergency preparedness binders
- QAPI documentation
- Etc, etc.
But one factor almost no one talks about is how you and your staff speak to surveyors.
*This article was written in consultation with Mariam Treystman.
At The Home Health Consultant, we help agencies navigate surveys every day, and we’ve learned that communication skills matter just as much as your policies and documentation.
We’re sharing this article because most organizations prep their paperwork for survey. But they rarely train their staff on how to talk to surveyors. After reading this article, you’ll understand why how you talk to surveyors matters, and how it can help create a smoother experience overall.
Why Do Simple Conversations With Surveyors Create Big Problems?
Surveyors operate from a structured set of standards. They’re not walking in with the goal of shutting your agency down, and most aren’t actively hunting for problems (unless they’re responding to a complaint).
Even so, it’s natural for owners and staff to feel tense when survey week arrives. Surveys are high-pressure events, and regardless of the surveyor’s intentions, the stakes are real.
That tension often leads to one of the most avoidable issues in any survey: staff overexplaining. When someone starts describing every step of a workflow or narrating an entire process from beginning to end, they may accidentally reveal issues that were never part of the surveyor’s original review. And once something that doesn’t sound quite right is mentioned, the surveyor is obligated to look further into it.
The most protective approach is simple: answer the exact question being asked. Answer clearly, briefly, and without adding extra details to fill that awkward silence (that’s really only awkward to you).
What Should Staff Do When a Surveyor’s Question Doesn’t Make Sense?
Even well-trained staff sometimes freeze when asked a question they didn’t expect. In our years of survey attendance, these two strategies help prevent panic responses and ensure the final answer is the correct one.
If a surveyor is asking a question that you don’t fully grasp the first time around, the first strategy is a bit obvious: just ask for clarification. Surveyors often use terminology that varies between accrediting bodies or even regionally. For example, something as simple as the three-year Medicare survey cycle might be called:
- a renewal,
- a recertification,
- a renewal of deemed status, or
- a re-certification.
Staff may assume the surveyor is asking about something unfamiliar when they’re really referring to something the agency does regularly. Asking the surveyor to restate or give an example prevents misunderstandings.
The second go-to answer when a surveyor is asking something you’re unsure about, is saying, “Let me check my policy.” This response is generally safe and viewed positively by surveyors. It:
- Demonstrates internal standardized processes
- Gives the staff member time to review the correct information
- Allows staff a moment to pull in the person most knowledgeable about that area (But you can’t just say you’re going to check the policy and then pull in a staff member instead. You should still obviously check the policy.)
Both responses are professional, compliant, and acceptable in any survey environment.
Who Should Support the Surveyor, and Why Does That Decision Matter?
At The Home Health Consultant, one of the roles we recommend assigning before your survey is ‘The Surveyor’s Buddy.’ The Surveyor’s Buddy should be a less involved person at the agency whose tasks are not as critical to the survey who can accommodate the surveyor’s simpler requests. This approach frees up agency leadership to check in documentation, communicate with clinicians, or check policies without also having to also ‘host’ the surveyor.
A frontline or mid-level staff member is generally not expected to know every process across the agency. They are free to say, “Let me check with my administrator” without signaling a problem.
This also allows leadership a quick heads-up before they’re in front of the surveyor. It can give your Aadmin or DPCS a moment to process the question and prepare an accurate, concise answer.
This simple shift protects the agency without adding any extra work.
How Can Staff Avoid Statements That Signal Non-Compliance?
At the end of the day, we’re all human. Everyone gets nervous, and everyone can ‘word-vomit’ when they’re in high-stress situations. Unfortunately, during a survey may be one of the worst times to do so. Certain instinctive responses can create unnecessary risk.
For example, during a survey, the surveyor may ask for something specific. A staff member may blurt out, “We don’t have that,” just because they haven’t personally seen the item in question. Even if the item does exist, walking back that statement can make the agency appear disorganized or unsure of its own processes.
Instead, instruct staff members to use the two strategies we outlined above.
Another common pitfall is when agency staff say, “My consultant handles that.”
This is a huge no-no in the world of surveys. Your consultant may assist you with certain tasks. But, your agency, and its leadership, are still responsible for knowing and understanding the ins and outs of how you operate.
Offloading that responsibility to a consultant suggests the agency is not involved in those required operations. This is especially true for core functions like QAPI, clinical processes, or compliance. Consultants can support, but they cannot replace internal responsibility.
The safest response is almost always:
“Let me check on that.”
It buys time, prevents assumptions, and ensures the correct person or document can be consulted.
How Can Teams Build a Better Relationship With Surveyors During the Visit?
You need to remember: surveyors are people, not adversaries. Surveyors often travel long distances, spend time away from family, and walk into organizations where everyone is visibly anxious. They may even be nervous too! Surveys can be high-pressure for surveyors as well.
A warm, respectful approach helps lower tension on both sides. Light conversation about…
- their home state,
- their background,
- or big-picture industry trends
…can make the interaction far more comfortable. When surveyors feel treated as humans, not threats, the tone of the entire visit often shifts.
Additionally, surveyors are exposed to agencies across the country and stay regularly updated on regulatory changes. They won’t offer unsolicited advice, but you may be surprised to know how willing they are to “talk shop”.
At the exit conference, a simple question like, “If you could offer one piece of advice for us going forward, what would it be?” often prompts valuable, actionable feedback.
What Should Staff Say When Asked About a Process They Don’t Personally Handle? (Q&A)
Q: What is the right way for a staff member to respond if they’re asked about a process outside their role?
A: They can say, “Let me check with the person who handles this,” and bring in that individual. This keeps the answer accurate and prevents improvisation.
Q: Is it acceptable to say ‘I don’t know’?
A: A direct “I don’t know” suggests a lack of understanding of required operations. Reframing it as “Let me check” shows engagement and initiative without exposing the agency to unnecessary scrutiny.
Q: Should staff ever tell a surveyor a consultant performs a required task?
A: No. Even if consultants support that function, the agency must demonstrate internal oversight. Staff should always reference internal personnel.
What Mindset Helps Agencies Navigate Survey Conversations More Smoothly?
Talking to surveyors isn’t about having every regulation memorized. The most important approach is simple: be truthful, be brief, and be calm. Surveyors can immediately sense when someone is overexplaining, guessing, or trying to piece together an answer they’re unsure of. Making something up is the biggest mistake. Once credibility is damaged, every document and every statement becomes subject to deeper scrutiny.
When your team relies on your policies, checks answers when needed, and sticks to the question being asked, you naturally protect the integrity of your survey.
Knowing how to talk to surveyors is only one part of preparing for a successful home health or hospice survey. The next step is understanding what surveyors actually look for when they evaluate your agency.
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*Disclaimer: The content provided in this article is not intended to be, nor should it be construed as, legal, financial, or professional advice. No consultant-client relationship is established by engaging with this content. You should seek the advice of a qualified attorney, financial advisor, or other professional regarding any legal or business matters. The consultant assumes no liability for any actions taken based on the information provided.
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