{"ref":"MO-HC-QA-01","title":"Quality Improvement and Participant Feedback","category":"Quality","summary":"The Agency's own quality program: participant feedback (annual survey, annual on-site visits, grievances), random unannounced visits to check service delivery and records, quality indicators drawn from the in-home services rules, quarterly review, corrective action plans tracked to closure, and the annual quality report to the governing body.","inShort":["The Agency asks participants every year what they think of their services, and acts on what they say.","Supervisors make unannounced visits to check that care matches the care plan and the EVV record.","The quality team reviews late starts, missed units, EVV corrections, training, complaints and incidents every quarter.","Tell the office about any problem or idea for improvement.","Help participants with the survey only if they ask. Their answers never affect their services."],"primaryCitation":"19 CSR 15-7.010(12)","citations":["19 CSR 15-7.010(12)","19 CSR 15-7.010(16)(C)","RSMo 192.2475.11","19 CSR 15-7.021(18)(J), (18)(L), (21)(A), (21)(B)","13 CSR 70-3.030(3)(A)14, 30","MMAC In-Home Services Program Requirements 5.13","MO HealthNet Personal Care Provider Manual §2.3"],"federalCitations":[],"surveyorAsks":["How do you find out what participants think of your services?","Show me your last participant survey results and what you did about them."],"forms":[{"ref":"MO-HC-QA-01-A","title":"Participant Satisfaction Survey"}],"headings":["Terms of Reference","1. Purpose","2. Scope","3. Definitions","4. Policy Statement (19 CSR 15-7.010(12))","5. The Quality Team and Its Meetings","6. Participant Feedback","7. Random Visits","8. Quality Indicators","9. Corrective Action","10. Responsibilities","11. Records and Compliance Monitoring","12. Staff Training","13. References","14. Related Policies and Forms","15. Approval","16. Revision History"],"version":"1.0","sample":false,"pack":"mo-hca","state":"Missouri","service":"Home care","guides":[{"path":"/guides/home-care-agency-policies/","h1":"What policies does a home care agency need?"}],"agency":{"name":"Sample Agency","legalName":"Sample Agency, LLC","logo":null}}