Abuse & Neglect
An intentional act or failure to act that causes or creates risk of harm to an older adult
What is elder abuse?
CPQ
Where we document our calls/conversations with members.
Cues and Clues
What to listen for when speaking to members on the phone that would change our priority of a call?
Someone who feels others may be "out to get them"
What is paranoia?
The ability to solve a dissatisfied customer's problem through good customer service
What is service recovery
Failure to meet an older adults's need for food, water, shelter, clothing, hygiene, and essential medical care
What is NEGLECT
Teams Buddy
Someone you can count on to assist in an emergency. Your "go-to" person.
location of member/address, member name, member ID, other helpful information etc.
What things should you have when you identify a situation is a 911 call?
earthquakes, flooding, natural disasters, wildfires
What are natural disasters?
Action to improve the situation
What is A-Act?
"Optum is a mandatory reporter of suspected abuse by state and federal laws. After our conversation, I will contact your local agency and report this situation."
What is the Optum required statement/disclaimer to read to patients identified as being in a possible abuse/neglect situation?
Manager
Stay on the phone with member
When talking to someone on the phone and we identify a 911 situation, what is our role in the emergency?
Difficulty breathing, worst headache of their life, chest pain
What is a medical emergency?
Let the person share their experience
What is H-Hear?
State Elder Abuse Hotline - Elder Protection Center
Where do you find who to report abuse/neglect to?
What are things team members can do to assist someone in a 911 situation?
Identify if anyone is with member and available to call 911
Once we identify a 911 situation, our next step should be what?
Severely depressed
What is suicidal?
Apologize for the experience
What is A-Apologize?
Verbal or nonverbal behaviors that inflict anguish, mental pain, fear or distress
What is emotional or psychological abuse?
OptumHealth Reportable Incident Form
What does Optum require to be completed and sent to Optum compliance for abuse and neglect situations?
Suicidal situation
When we would not tell the member we are calling 911?
Gunshot, bomb threats, chemical weapons
What are other types of emergency situations?
Frustration, feeling taken advantage of
What are situations that can cause a call to escalate?