Volume 2025 | No. 2
SURVEYOR
HOME CARE
SECTION 2: PROGRAM/SERVICE OPERATIONS HC2-4B Frequency of the citation: 16%
Overview of the requirement: At the time of admission, the home care agency must inform each client/patient about how to contact its office, ACHC, and its state regulatory hotline with a grievance or complaint. Comment on deficiencies: C ompliance is assessed through review of policies and procedures, patient records, and new client/ patient packets. Most deficiencies noted one or more missing element of d ocumentation. Examples of ACHC Surveyor findings: ■ Agency policy requires that clients sign a form confirming receipt of specific items related to admission. The list includes information regarding grievances. None of the records reviewed included patient signatures on this form. ■ There was no evidence that the agency advised clients/patients in writing of the appropriate state regulatory body’s hotline telephone number(s), hours of operations and the purpose of the hotline. No evidence was found that the patient was provided with contact information for ACHC. ■ The state defines specific language that must be provided to clients on or before the first day services about how to report complaints; abusive, neglectful, or exploitative practices; and Medicaid fraud. The agency had no evidence of a written policy for providing this information. ■ The agency’s Patient Handbook identified a previous Administrator as the current agency contact. ■ The Patient Rights Form states “there is a process to voice grievances about service, treatment, or discrimination without fear of reprisal by calling [the agency] at the following phone number.” There is no phone number listed and there is no contact person identified with whom to place the complaint.
HOME CARE SERVICES AND DISTINCTIONS Services Home Care Aide Home Care Companion Home Care Nursing Home Care Occupational Therapy
Distinctions Palliative Care Telehealth
Home Care Physical Therapy Home Care Social Services Home Care Speech Therapy
FREQUENT DEFICIENCIES FROM HOME CARE SURVEYS 60%
50%
40%
30%
20%
10%
0%
HC2-4B
HC4-2C
HC5-3G
HC5-3K
HC5-3L
HC5-7B
Provision of Care and Record Management
Program/Services Operations
Human Resources Management
achc.org | (855) 937-2242 | 7
6
Made with FlippingBook - Share PDF online