Quality Improvement and Participant Feedback
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.
About this policy
- Policy number
- MO-HC-QA-01
- Version
- 1.0
- Main rule
- 19 CSR 15-7.010(12)
- Library
- Missouri home care · 50 policies
- Category
- Quality
- Sections
- 17
In short
- 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.
What's inside
17 sections. The full text comes with the One-time Policy Pack.
- 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
An inspector may ask
- How do you find out what participants think of your services?
- Show me your last participant survey results and what you did about them.
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