200% Accountability
Patient asks receptionist in waiting area, "Would you ask someone to clean up a small spill in the bathroom please?" The receptionist says, "They come and clean in an hour." The patient replies, "Sure, but someone might fall in there, it's dangerous." The patient then picks up the hall phone and asks the Operator for the Housekeeping/Maintenance Supervisor.
What is ARCC?
Ask a question, request a change, voice a concern, use chain of command
Retros were being given due to a shift diff that was incorrect. There was a TERMINATED resource in the group, so the system stops it from loading. HRIS to check on the failed record, do we pay it?
What is Validate & Verify?
HRIS fixed a Legal Entity on a provider resource record that was transferred recently, so payroll can pay on the record. There was notification to the group that the fix was made, to check the resource record for accuracy. (The EXPENSE was left incorrect after the Legal Entity fix.) HRIS acknowledged the error left in the record, apologized for the error their action caused, and then explained that they'll take extra care in the future to check the EXPENSE for providers when fixing Legal Entity errors. In addition they gave a reminder that the notification given when the fix was made is an alert to those who do the transfers, to audit their resource records after they hear of a fix to them.
What is 3 A's for Service Recovery?
LER ratified a new agreement for three unions. LER held a meeting to review the changes with all the appropriate groups that will need to take action. LER then sent the MOAs and any amendments that are applicable to the new contract period, out to the applicable groups. Talent posted the new rate matrixes out on the Google site for future use.
What is Continuous Use and Reference Use?