Hospice Surveyor Arrival: How to Prepare for a Smooth and Compliant Visit

When the surveyor from the California Department of Public Health (CDPH) or the Centers for Medicare & Medicaid Services (CMS) arrives at your hospice, your team's response in the first few minutes is critical. Knowing what to expect and how to comply ensures a smooth, professional, and regulation-ready process.

Here’s what you need to know — and do — when a hospice survey begins:

What Happens at the Time of Arrival

• All Surveyors Must Enter Together: If more than one surveyor is conducting your inspection, they are required to enter the facility as a group.

• Surveyor(s) Will Present Official Identification: This step confirms they are authorized representatives conducting an official federal or state survey.

• Immediate Access Must Be Granted: Denying entrance or attempting to delay or limit survey activities is a serious violation.

Warning: Denying surveyor access may lead to:

• Exclusion from Medicare participation (per 42 CFR § 1001.1301)

• Termination of your hospice’s provider agreement (per 42 CFR § 489.53(a)(18))

What Not to Do During Surveyor Arrival

• Do not delay access to the facility even if the administrator is not present.

• Do not refuse to allow the copying of records or documentation. This is a compliance violation under 42 CFR § 489.53(a)(13).

• Do not attempt to restrict surveyor movement or interaction with staff or patients.

What You Should Do Immediately

• Welcome the surveyors professionally and provide them with a designated space to work.

• Notify the administrator or person in charge that the survey is underway — even if they’re off-site.

• Begin the entrance conference promptly. The survey should not be delayed due to administrative absence.

• Cooperate fully with requests related to documents, policies, records, and interviews.

• Provide access to leadership contacts and make sure someone familiar with hospice operations is available on-site.

If Problems Arise Surveyors have the right to contact:

• The State Agency (SA) Manager

• CMS Location Office

This happens when hospice staff are uncooperative, unaware of compliance requirements, or attempt to delay or block survey activities.

Final Thoughts: Your Best Defense is Preparation

Preparation is everything when it comes to hospice survey readiness. Train your front desk and staff to recognize surveyors and respond appropriately. Keep compliance documents updated and accessible, and ensure leadership is always reachable during business hours.

At HealthBridge, we specialize in survey preparedness, compliance support, and mock surveys for a wide range of healthcare providers, including:

• Hospice Agencies

• Home Health Agencies

• Adult Day Health Centers

• Other Medicare-Certified Healthcare Facilities

Whether you're preparing for a CDPH, CMS, accreditation, or state licensure survey, our expert consultants are ready to guide your team every step of the way. We offer:

• Comprehensive mock surveys that simulate real survey conditions

• Customized survey readiness plans and checklists

• On-site or virtual staff training to handle surveyor arrival professionally

• Post-survey corrective action planning and documentation support

Protect your certification and reputation with HealthBridge by your side.

Contact us today to schedule your mock survey or compliance consultation.

Links:

42 CFR § 1001.1301 — Exclusion for Failure to Grant Immediate Access
42 CFR § 489.53(a)(18) — Termination of Provider Agreement for Denying Access
42 CFR § 489.53(a)(13) — Termination for Refusing to Provide Records / Copy Documentation
CMS Hospice Conditions of Participation
CMS State Operations Manual – Appendix M (Hospice Survey Guidance)