{"ref":"OH-HC-QA-01","title":"Quality Improvement Program","category":"Quality","summary":"Sets up the Agency's quality improvement program: who leads it, the measures it tracks every quarter (missed visits, EVV exceptions, supervisory visits, training, background re-checks, incidents, complaints and client satisfaction), quarterly record and billing audits modeled on the Ohio Department of Aging structural compliance review, the annual client satisfaction survey, how problems become improvement projects with owners and dates, and the quarterly report to the governing body.","inShort":["The Agency checks its own work every quarter: missed visits, late visits, visit notes, supervisory visits, training, incidents and complaints.","Your on-time visits, complete notes and quick reports are what the numbers are made of.","If you see a problem or have an idea to make care better, tell your supervisor. You will not get in trouble for it.","Clients are asked every year how well we serve them. Help them get the survey if they ask.","When a problem is found, the Agency makes a plan, changes how it works and checks that the change worked."],"primaryCitation":"OAC 173-39-04","citations":["OAC 173-39-04","OAC 173-39-02(B)(3)(b), (B)(10)(b), (c)","OAC 173-39-02.8(B)(5), (B)(6)","OAC 173-39-02.11(C)(3), (C)(4), (C)(6)","OAC 5160-1-17.2(D), (E)","OAC 5160-44-05(D)(1)","OAC 5160-44-31(B)(8), (9), (14), (16)","OAC 5160-46-04","ORC 173.525"],"federalCitations":[],"surveyorAsks":["Show me your last two quarterly quality reports and what the governing body did with them.","How do you know that supervisory visits are made on time for every client?"],"forms":[{"ref":"OH-HC-QA-01-A","title":"Quarterly Quality Report"},{"ref":"OH-HC-QA-01-B","title":"Client Satisfaction Survey"}],"headings":["Terms of Reference","1. Purpose","2. Scope","3. Definitions","4. Policy Statement (OAC 173-39-04)","5. Leadership and Structure","6. What the Agency Measures","7. Quarterly Record and Billing Audits","8. Client Satisfaction","9. Analyzing Results and Making Improvements","10. Reporting to the Governing Body","11. Using Outside Reviews to Improve","12. Responsibilities","13. Records and Compliance Monitoring","14. Staff Training","15. References","16. Related Policies and Forms","17. Approval","18. Revision History"],"version":"1.0","sample":false,"pack":"oh-hca","state":"Ohio","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}}