Customer Service
This person (job title) at Wall Residences is the Provider primary point of contact for service questions or issues.
Who is the Program Manager?
This is the kind of complaint that Wall Residences can ignore because they are all unfounded
What is, none of them!
This is the person who makes medical and end of life decisions for an individual
Who is their AR/next of kin, or legal guardian?
This is how often the Program Manager collects and submits client documentation to the main office.
What is quarterly (every 3 months)?
These types of medications must be double locked and counted at each administration:
What are controlled substances?
This is the time period in which a PM should return phone calls and voice messages
What is within 24 hours (or the next business day)?
This is the concern we have to evaluate for, when we receive reports for peer to peer incidents or medication errors
What is neglect?
(i.e. it is the provider/staff responsibility to supervise and protect the health and safety of all individuals in service, so how did the incident occur? Could it have been prevented?)
This is the document that states that CPR should not be given to an individual in any situation
What is a DDNR? (durable do not resuscitate order)
**A copy should be attached to every EMF form - even in the vehicles!**
This is the grace period (number of hours) for a provider to complete a weekly note
What is 48?
This is the minimum time period BEFORE a service starts that we must have signed, dated, complete medication orders on hand
What is one week (7 days)?
This is what a program manager should do when they receive a voicemail message.
What is, listen to it? (What if somebody died???)
This is what we have to do when a staff accused of abuse or neglect is still working with the individual
What is remove or suspend the person until the investigation is complete?
Verification of this should be in a client’s permanent folder on Sharepoint, if they are taking psychotropic medications
What is their mental health diagnosis?
This is how often the medical device maintenance form is to be completed
What is once a month?
This is what has to happen when one essential medication is missed, or more than one non-essential medication (such as a vitamin)
What is an investigation (for potential neglect)?
This occurs even if it is not the provider's fault, such as if there is a pharmacy or insurance problem! :-(
This is a reason you should not be facebook friends with providers you supervise, nor buy/sell personal business products (Avon, MaryKay, 31, Lularoe, etc.) Hint: 3 words
What is conflict of interest?
This email group of people receives the appeal notification letter for all investigations.
Who is Compliance Tech?
This is the form that gives a Wall Residences provider permission to coordinate services, such as pharmacy refills and medical appointments for an individual
What is the annual consent?
This is the frequency each individual needs to have at least one skill building activity completed and documented
What is daily (or every day)?
This medication generally must be kept in a refrigerator
What is insulin?
These are three examples of things a program manager should do to prepare for a site supervision before coming to the provider home.
What is:
- run the database (client, provider, backup worker needs);
- check significant event progress note reports,
- check for late progress notes,
- document use of back up staff per Lauris notes
- review incidents,
- prepare the site supervision form,
- check the last site supervision form for follow up needed,
- review documentation quality,
- prepare training materials, and
- let the provider know what to expect that month ahead of time?
These are four types of abuse allegations
What are: verbal, physical, sexual, and exploitation?
This is how we document that a person and their AR or guardian agrees to the service plan.
What is the PFS signature page?
This is what happens if you don’t process a quarterly report within the 10 day grace period from which it is due
What is a potential payback for the entire quarter?
These are 5 things that you compare when you do a full medication review
What are: (recommended in this order)
Medications
MAR
Orders
Side effects
EMF