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Customer Service
The Basics
Survey Ready
AL vs. SNF
Fun Facts to Know & Tell
100
What communication tools should be utilized?
Monthly calendar Visit notes MAR Care Plan Education teaching sheets Partnership in Caring binder Facility Billing Notification Hospice stickers IDG notes Updated Your Hospice Team sheet Care plan 008
100
Who is our customer?
The patient, the family, the attending, and the facilities
100
The frequency in which careplans need to be updated
At least every 15 days
100
Where can respite care be provided?
SNF
100
What is the meaning of the Dove's wing on the Seasons logo?
Seasons is always pursuing out of the box solutions and working to find creative and meaningful methods to care for our patients and their families.
200
What educational resources can Seasons provide to the facilities?
Partnership in Caring In-services CE's Clinics
200
What are the advantages of having hospice for terminal patients in a facility?
Expert symptom management Interdisciplinary team approach 13 month bereavement follow-up for family Extra set of eyes and ears Education Specialized programs Age in place
200
During a facility survey, what hospice items could be audited by the surveyor?
Updated med lists Updated plan of care Visit notes Calendars Consents/Advanced directives Evidence of coordination/collaboration of care between the hospice and the facility
200
Where can GIP level of care be delivered?
SNF
200
What is the first thing listed on our vision?
To recogize the individuals and families are the true experts in their own care.
300
Who are the key players that every employee should check in with in an AL?
Receptionist, to sign in Med techs Wellness director Executive director
300
If a hospice patient residing in a facility needs to be transferred to the hospital, who is responsible for doing this?
Seasons Hospice
300
When you discover your facility has surveyors in the building, what are your next steps?
Alert the team Call your immediate supervisor Immediate response to the facility to audit chart(s) Reach out to support the facility to offer any assistance
300
What unique Seasons programs would be beneficial in facilties?
Namaste Care Music Therapy Open Access Legacy NEPLB WHV Reiki Volunteers
300
What year did Seasons open it's first location?
1997
400
Who are the key players that every employee should know at a SNF?
Receptionist, to sign in ADON DON Charge Nurse Floor nurse CNA's Social Worker Administrator Business office MDS Coordinator Director of Education
400
Who should be communicated with for any change in condition?
Family Attending DON/wellness director ADON Administrator/Executive director charge nurse floor nurse med tech case manager/social worker
400
What does OIG stand for? What is the purpose for OIG?
Office of the Inspector General To protect the integrity of the Department of Public Health and Human Services, as well as the health and welfare of program beneficiaries.
400
What are some of the differences between a SNF and an AL?
SNF is medicare regulated and Joint Commission accredidated SNF is a facility, an AL is a community SNF has patients, an AL has residents AL's are regulated by the Department of Health Services AL's have 3 different levels of care- supervisory, personal, and directive
400
What year did the current Arizona office take it's first patient?
2011
500
How should Seasons respond to concerns/complaints- how can we answer the phone before it rings?
Alert the HCC for the building of any potential or known concerns or complaints, and coordinate appropriate response for resolution. Alert the rest of the team that goes in the building, including the TD. Enter an adverse event following protocol 5002.
500
What are items required for higher level of care (sending a patient GIP/Respite)
Signed orders Transportation DME Billing form for business office notification Calling report Hospice chart arrives with patient Tuck-in visit How to contact Seasons 900 care plan
500
What are the key components that must be found in the hospice binder?
Calendar Medications Patient/family education Plan of care Communication tool Visit notes Consents
500
What governing body oversees facility regulations?
Arizona Dept of Health Services
500
What is the name of Seasons CEO?
Todd Stern