This article is sponsored by Maxwell TEC. In home health and hospice, communication shapes nearly every part of the care experience, from coordination and staff efficiency to family trust and patient confidence. As providers look for better ways to stay connected without adding more strain on stretched teams, the role of technology is expanding. In this Voices interview, Desiree’ Ardoin, Senior Consultant of Product Adoption at Maxwell TEC, shares where communication is still breaking down, how technology can strengthen rather than replace human connection, and what will separate organizations that create a more connected care experience in 2026 from those that continue to struggle with fragmentation. 

Home Health Care News: Home health and hospice are deeply relationship-driven industries, but they are also becoming more technology-enabled. How do you see technology strengthening human connection rather than replacing it?

Desiree’ Ardoin: For me, technology should never replace human connection. It should create more opportunities for it.

In home health and hospice, care teams are already stretched thin, and so much of their time can be consumed by routine communication, documentation and follow-up. If we can automate some of that work and use technology to identify when a patient or caregiver may need attention, we give staff more time and better direction to focus on the meaningful human interactions that only they can provide. Technology should work quietly in the background, helping caregivers be more present, more informed and more responsive when it matters most.

Communication breakdowns can affect care coordination, family trust, staff efficiency, and patient experience. From your perspective, what are the biggest communication gaps in home health and hospice today?

I think one of the biggest gaps is what happens between visits. A lot can change after a clinician leaves the home. Symptoms can shift, caregivers can become overwhelmed and new questions can come up quickly. That is where communication needs to become more proactive. Patients and families need to stay connected to the care team between visits, not only when there is a scheduled touchpoint or a problem has already escalated.

If we can identify concerns earlier and create clearer pathways for patients or caregivers to ask for help, we can support better coordination, build more trust and help prevent small issues from becoming bigger problems. We need to start being proactive instead of reactive.

As care continues to move outside traditional facility settings and into the home, what do you believe the industry must rethink about communication, coordination, and patient-family engagement?

We have to stop thinking communication only happens during a visit. Patients and families expect to stay connected, and communication needs to be continuous, easy and personal.

It also needs to give the care team useful information, not just more information. There is already so much data and so much noise in health care, so the goal should be to help teams understand who needs attention, what has changed and where they should focus.

That is especially important in hospice, where the family caregiver is such an important part of the care team. They are often the ones seeing changes first, asking questions and trying to make sense of what is happening between visits.

Care does not stop when the visit ends. Communication should not stop either.

Many organizations are looking for tools that improve communication without adding more complexity for staff. What should leaders be thinking about when adopting technology in environments where teams are already stretched thin?

I think leaders should ask one simple question: “Is this actually reducing the workload, or are we just moving the work somewhere else?”

Our teams do not need another login, another dashboard or another process to manage. Good technology should fit into the existing workflow, automate routine tasks and bring staff’s attention only to the things that truly need them. That is especially important when teams are already stretched thin. The best technology almost works invisibly in the background, making the work easier without asking staff to carry more of it.

Looking ahead, what role do you see communication technology playing in the future of home-based care, especially as agencies balance workforce challenges, rising patient expectations, and the need for more connected care experiences?

I think technology is going to help our limited workforce have a greater impact. We’ll continue seeing more automation, AI, and predictive technology that can help identify who needs attention and when. But the human element still has to stay at the center. Especially in home health and hospice, technology is most valuable when it helps caregivers be more present, more informed, and more responsive to the people they serve.

Editor’s note: This interview has been edited for length and clarity.

Maxwell TEC enables care at home through technology and strategic solutions, blending decades of clinical expertise with innovative approaches designed to empower people and processes. With a suite of tech-enabled products, data-driven solutions, and consulting services, Maxwell TEC equips care providers with the tools and strategies necessary for success in the digital era. Learn more at www.maxwelltec.com.

The Voices Series is a sponsored content program featuring leading executives discussing trends, topics and more shaping their industry in a question-and-answer format. For more information on Voices, please contact [email protected].