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Webinar: The Denial Myth: Skillfully Working with Real or Perceived Denial
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"The Denial Myth: Skillfully Working with Real or Perceived Denial " presented by Gary Gardia, Executive Director APHSW

When: 3:00 PM
Where: United States
Contact: Hospice & Home Health Care Webinar Network

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HPCNM Member pricing: 

Live Webinar 
Recorded Webinar + Free Digital Download 
BOTH Live Webinar and Recorded Webinar + Free Digital Download

    Non-members, please check the pricing at registration.

    CE available through HPCNM for this webinar for RN's and Social Workers (Category I)

     Continuing education for this webinar is available for our members at no additional cost.
Non-members can pay a $20 CE processing fee. Please see below for full details on how to qualify for CE. 


Does your team embrace and model your service commitment? Do they understand the expectations for the referral process and the importance of every new client? Ensure eligible patients are admitted with excellent service from referral through admission.


This informative session is directed to referral customer service staff and managers, administrators, clinical managers, business development managers, owners, and all staff working with patients to ensure excellent service from referral to admission.


  • Determine the right fit for your referral and admission department
  • Explain the referral-to-admission process expectations to your team
  • Identify key outcomes to track and trend
  • Distinguish your teams by building a customer-centric organization
  • Help admission nurses “own” the process of admitting an eligible patient


The competitive landscape in the home health and hospice environment is greater than ever. Having the right people in the right roles is imperative. Learn how to create a culture of exceptional customer service starting with the referral all the way through the admission process. This webinar will touch on the following areas and help you answer these questions:

  • How are you communicating initiatives and the importance of becoming a customer-centric organization?
  • Does your team understand, embrace, and model your service commitment?
  • Does the community believe your organization is the best?
  • Do customer service staff understand the urgency and ease of process for each referral segment?
  • Are there different conversations for hospitals, physicians, and skilled nursing facilities?
  • How can you convey to your team that every referral is extremely valuable?
  • After the referral, then what, who, when, and how?

This webinar will provide best practices for receiving the referral and managing the process through the close of the admission nurse visit.

Attendance certificate provided to self-report CE credits.


  • Sample questions for referral segments and service lines
  • Useful reference links

To receive credit for any session, you must complete the following: 

  • 1) Be formally registered for and attend the entire webinar for which you are requesting credit.
    2) Forward to the certificate of attendance you receive after viewing webinar.
    3) Complete and return the CE paperwork that will be sent to you once we receive your attendance certificate.
    Please allow 2 weeks for CE processing.

    Nurses:The Hospice & Palliative Care Network of Maryland is an Approved Provider of continuing nursing education by Maryland Nurses Association, an accredited approver by the American Nurses Credentialing Center’s Commission on Accreditation. Code Number: PH14-03-0111-0826. This program meets the criteria for 1.5 contact hours.

    Social Workers:The Maryland Board of Social Work Examiners certifies that this program meets the criteria for 1.5 credit hours of Category I continuing education for social workers in Maryland.

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