If you’re worried about the care your loved one is getting from hospice, you’re not alone, and you’re not stuck. Families often feel guilty even thinking about a change, especially at such a tender time. But hospice is meant to give your loved one comfort and your family support, and if it isn’t doing that, you have options.

Here’s what to know about changing hospice providers, how to raise concerns first, and how to switch without leaving your loved one without support.

You’re Allowed to Change Hospices

Under the Medicare hospice benefit, a patient can change from one hospice to another, generally once in each benefit period. A change of hospice isn’t a revocation of the benefit, so your loved one stays on hospice care and the benefit period timeline continues. You also aren’t locked into the first hospice that was suggested. You can choose any licensed hospice that serves your area.

To make the change, the patient or their representative signs a written statement naming the current hospice, the new hospice, and the date the change takes effect. Copies go to both hospices.

Learn more: In What Scenarios Are Hospice Patients Discharged? Explains how transfers fit alongside other reasons a patient may leave a hospice.

These rules describe the Medicare hospice benefit. If your loved one has Medicaid or private insurance, ask the plan how a change would work.

Why Families Feel Unhappy

Every family’s experience is different, and your concern deserves to be taken seriously. Families commonly mention:

• Slow or missed responses. Calls aren’t returned quickly, or the after-hours line doesn’t feel reliable.
• Unclear communication. You’re not sure who’s in charge of care or what to expect next.
• Symptoms that aren’t well controlled. Pain, restlessness, or breathing trouble isn’t improving.
• Visits that don’t match the plan. Visits are missed, rushed, or too far apart.
• Equipment or medication delays. Supplies take too long to arrive.
• A feeling of not being heard. The family’s wishes or questions seem to get lost.

Before You Switch, Try to Resolve It

Sometimes a concern can be fixed with a direct conversation, and sometimes it can’t. Either way, it helps to try the following first:

1. Write down what’s happening. Note dates, what was said, and what you’d like to change.
2. Ask for a care team meeting. Start with the nurse or the hospice’s management and ask for a clear plan and timeline.
3. Ask for a social worker’s help. A hospice social worker can help families work through difficult conversations and disagreements.
4. Escalate if needed. If the hospice doesn’t resolve a quality-of-care concern, you can contact your state’s survey agency, which in Georgia is typically the Department of Community Health, or your state’s Medicare quality improvement organization. You can also call 1-800-MEDICARE (1-800-633-4227) for guidance.

Filing a complaint doesn’t prevent you from switching, and you don’t have to wait for a resolution to make a change.

How to Switch Providers Step by Step

1. Decide together. Talk with your loved one, if they’re able, and with their physician.
2. Compare hospices. Use the questions below and confirm that the new hospice is Medicare-approved so coverage continues.
3. Contact the new hospice. At Golden Rule Hospice, you don’t need a formal referral or prior authorization to call. Ask what they need from you and from your current hospice.
4. Sign the written statement. It should name both hospices and the effective date, and both should get a copy.
5. Plan the handoff. Agree on a start date so the new team is ready when the old one steps back.
6. Meet the new team. A nurse will assess your loved one, review medications, and build a care plan. Our what to expect page walks through a typical first visit.

Our guide to the first 72 hours of hospice shows how a new hospice typically gets started, and Steps for Families When a Loved One Goes into Hospice Care offers a helpful overview.

What to Ask a New Hospice

Good questions help you compare hospices fairly:

• Is a nurse available around the clock, every day of the year?
• How often will the registered nurse visit, and how often will aides, a social worker, and a chaplain come?
• Which care services and levels of care are available if needs change?
• Where do you provide care, whether at home, in assisted living, or in a nursing facility?
• Do you serve my loved one’s address? Our service area page lists the counties we serve, and you’re welcome to call and confirm your address.
• How will you keep our family informed?

For reference, our team is available 24 hours a day, 7 days a week. A registered nurse typically visits one to three times a week, aides two to three times, and a social worker and chaplain at least weekly, with visits increasing as needs change. Our levels of care page explains how care can shift, including respite care of up to five consecutive days when caregivers need rest.

Keep Care Smooth During the Change

The goal is a handoff with no gaps. A few things help:

• Make a list of medications and equipment. Ask both hospices who will provide what and when.
• Keep the after-hours number handy. Before the switch is final, confirm how to reach the new team at night and on weekends.
• Tell your loved one’s doctor. Their physician should know about the change.
• Keep spiritual and emotional supports going. Spiritual support, volunteers, and bereavement support matter, too, so ask how the new hospice offers them.

Hospice care can also take place in a nursing home. Our guide on hospice care in a nursing home in Georgia is a useful read if your loved one lives in a facility.

Common Questions About Switching Hospices

• Does switching mean my loved one loses hospice coverage? No. A change of hospice isn’t a revocation, and the benefit period timeline continues. Confirm that the new hospice is Medicare-approved, and ask your plan if you have other coverage. Who Pays for Hospice? page explains coverage in more detail.
• Can I switch more than once? Medicare generally allows one change in each benefit period. Ask both hospices how this applies to your loved one’s timeline.
• Who can ask about switching? The patient or their representative. Family members and caregivers can also start the conversation.
• Is switching the same as leaving hospice? No. Switching moves care to a different hospice, and revoking ends the hospice benefit. Our FAQs explain the difference.

Talk With Us About Next Steps

You don’t have to figure this out alone. Contact Golden Rule Hospice or call (470) 395-6567 to talk through your situation or learn more about starting hospice care with our team, serving Metro Atlanta and nearby communities.