Operating Policy Manual
2014
Last Revision: 1/13/14
Office Hours / Monday through Friday, 8:00 am – 4:00 pmAddress / 1565 Highway 50, Suite B, Delta, CO 81416
Phone Numbers / Phone: (970) 874-0136 Fax: (970) 874-1827
After Hours / An after-hours answering service is available to assist incoming callers. The answering service will contact the designated “on-call” staff member with any emergencies. Emergencies will be responded to as soon as possible. All other inquires will be handled the next business day.
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TABLE OF CONTENTS
Section 100 – Scope of Service 3
Section 200 – Clients 4
Section 205 – Admission 4
Section 210 – Coordination of Care with Other Providers 8
Section 215 – Scheduling 8
Section 220 – Client Records 9
Section 225 – Billing and Service Records 10
Section 230 – Client Termination 11
Section 235 – Complaint Resolution 11
Section 240 – Occurrence Reporting 12
Section 245 – Quality Management 13
Section 250 – Emergency Preparedness 14
Section 300 – Personnel 15
Section 305 – Management 15
Section 310 – Supervision 16
Section 315 – Personal Care Workers 16
Section 320 – Employee Health Requirements 19
Section 325 – Infection Control 20
Section 330 – Workplace Safety 20
Section 335 – Late Timesheets 20
Section 340 – Employee Policy Violations 21
Section 345 - Nature of Employment……………………………………………………..21
Section 100 – Scope of Service
PeopleCare of Eastern Colorado, LLC dba “PeopleCare Health Services” is a licensed non-medical companion and personal care services company that provides client care in clients’ temporary or permanent home or place of residence to assist clients maintain their independence and to assist them with household and family support services and the activities of daily living. The company provides services from less than 1-hour per day up to 24-hours per day.
Company policy shall direct any program or service, offered by the company directly or under arrangement, and ensure that such programs and services are provided in accordance with each client’s Care Plan and with company policy and procedure. The company provides non-medical companion care and personal care as well as services in accordance with the IHSS and HCBS Waiver program.
100-1 Companion Care
· Meal planning & preparation· Light housekeeping
· Laundry and linens
· Assist with household management / · Monitor & queue bathing
· Monitor & queue dressing
· Errands & transportation
· Accompaniment on outings & appointments
· Companionship
100-2 Personal Care
· Assist with ambulation· Assist getting in and out of bed
· Assist with transfers
· Assist with eating/feeding
· Medication reminders / · Assist with personal hygiene
· Assist with bathing
· Assist with dressing
· Assist with toileting
· Supervision for safety
100-3 IHSS Waiver Program
· See the following link for scope of service provided under this program: IHSS Program Overview -- Colorado Dept. of Health Care Policy & Finance100-4 Prohibited Services
The company does not perform the following:
· “Skilled home health services” as defined in the Colorado home care licensure rules such as Medication set-ups and dispensing· Any activity that would subject the caregiver to an unsafe or hazardous situation / · Transfers without client assistance-no full weight lifting
· Heavy housework such as outside windows, floor scrubbing with equipment, shoveling, moving furniture or lawn maintenance
· Other actions specifically prohibited by company policy, regulations, or law
Note: This list does not include those services able to be provided under the IHSS Medicaid Waiver Program which waives the Nurse Practice Act and is under supervision of a licensed RN.
Section 200 – Clients
In this document, the terms “Patient”, “Client”, and “Consumer” may be used interchangeably.
Section 205 – Admission
The company shall only accept consumers for services on the basis of a reasonable assurance that the needs of the consumer can be met adequately by the company in the individual’s temporary or permanent home or place of residence. An intake assessment will be conducted by a qualified employee with the consumer and/or their authorized representative. The assessment will determine the status of the consumer, including an evaluation of suitability for the company’s services and whether the consumer’s needs fall within the company’s scope of service. The assessment will also form the basis for the Care Plan document and the service schedule.
Initial documentation of the agreed upon days and times for services to be provided will be based upon the consumer’s needs and desires and will be updated at least annually.
Discharge planning needs will be noted at the time of the initial assessment. If there is no expected discharge, then the client record will reflect this in lieu of any discharge planning documentation.
If the company receives a referral of a consumer who requires care or services that are not available at the time of referral, the company will advise the consumer’s primary care provider, if applicable and the consumer or authorized representative of that fact. The company shall only admit the consumer if the primary care provider and the consumer or authorized representative agree that the ordered services can be delayed or discontinued.
Consumers will be admitted for service only after the completion of the intake assessment and all required admission forms and the development of a Care Plan. If the Care Plan includes medication reminders, the consumer or their authorized representative will be – and the company will not be – responsible for monitoring the medication supply, ordering refills, and ensuring timely delivery of medications. Qualified staff will review the client folder and verify that all necessary paperwork is complete. Original, electronic and copies of signatures will be accepted as original and binding signatures.
Once an admitted private pay client’s Home Care Agreement and security deposit have been received, one or more caregivers will be assigned, and the client information and visit schedule will be documented in the client management and scheduling system.
The Agency Manager will determine whether a case is acceptable. If a consumer is not accepted for services because their needs fall outside the company’s scope of service or for other reasons of risk they will be provided with a list of alternative providers and/or otherwise referred to one or more suitable local providers capable of providing the services the client requires.
205-1 Consumer Rights
The company recognizes that, at a minimum:
1) The consumer or authorized representative has the right to be informed of the consumer’s rights through an effective means of communication.
2) The consumer has the right to be assured that the company shall not condition the provision of care or otherwise discriminate against a consumer based upon personal, cultural, or ethnic preference, disabilities, or whether the consumer has an advance directive.
The company will protect and promote the exercise of these rights as further delineated in sub-sections 205-2 and 205-3, below. Within one business day of the commencement of service, the company will deliver to the client or authorized representative a copy of the Written Notice of Home Care Consumer Rights in accordance with the current Colorado rules for home care agency licensure. This written notice will address the items listed in subsections 205-2 and 205-3, below.
205-2 Rights and Respect for Property and Person
1) The right of the consumer may be exercised by the consumer or authorized representative without fear of retribution or retaliation.
2) The consumer has the right to have his or her person and property treated with respect. The consumer has the right to be free from neglect, financial exploitation, verbal, physical and psychological abuse including humiliation, intimidation, or punishment.
3) The consumer or authorized representative, upon request to the company, has the right to be informed of the full name, licensure status, staff position, and employer of all persons with whom the consumer has contact and who are supplying, staffing, or supervising care or services. The consumer has the right to be served by company staff that are properly trained and competent to perform their duties.
4) The consumer has the right to live free from involuntary confinement, and to be free from physical or chemical restraints as defined below pursuant to 6 CCR 1011-1, Chapter II, Part 8.
a) “Physical restraint” means the use of bodily, physical force to involuntarily limit an individual’s freedom of movement; except that “physical restraint” does not include the holding of a child by one adult for the purposes of calming or comforting the child.
b) “Chemical restraint” means giving an individual medication involuntarily for the purpose of restraining that individual; except that “chemical restraint” does not include the involuntary administration of medication pursuant to Section 27-10-111 (4.5) CRS, or administration of medication for voluntary or life-saving medical procedures.
5) The consumer or authorized representative has the right to express complaints verbally or in writing about services or care that is or is not furnished, or about the lack of respect for the consumer’s person or property by anyone who is furnishing services on behalf of the company.
6) The consumer shall have the right to confidentiality of all records, communications, and personal information. The company shall advise the consumer of the company’s policies and procedures regarding disclosure of clinical information and records.
205-3 Right to Be Informed and to Participate in Planning Care and Services
1) The company will inform the consumer or authorized representative in advance about the care and services to be furnished and of any changes in the care and services to be furnished to enable the consumer to give informed consent.
a) The consumer has the right to refuse treatment within the confines of the law, to be informed of the consequences of such action, and to be involved in experimental research only upon the consumer’s voluntary written consent.
b) The consumer has the right to be told in advance of receiving care about the services that will be provided, the frequency of visits proposed to be furnished, and the consequences of requesting care or services.
2) The company offers the consumer or authorized representative the right to participate in developing the plan of care and receive instruction and education regarding the plan.
a) The company advises the consumer in advance of the right to participate in planning the care or treatment, and in planning changes in the care or treatment.
b) Within one business day of the start of services, the company will inform the consumer concerning the company’s policy on advance directives, including a description of applicable state law. The company may furnish advance directives information to a consumer at the time of the first home visit, as long as the information is furnished before care is provided.
3) The consumer or authorized representative is advised orally and in writing within one business day of the start of services of the extent to which payment for the company’s services may be expected from insurance or other sources, and the extent to which payment may be required from the consumer.
4) The consumer or authorized representative is advised of any changes in billing or payment procedures before implementation.
a) If the company is implementing a scheduled rate increase for all clients, the company shall provide a written notice to each affected client at least 30 days before implementation.
b) The company advises the consumer of any individual changes orally and in writing as soon as possible, but no later than five business days from the date that the company becomes aware of a change.
c) The company does not assume power of attorney or guardianship over a consumer utilizing the services of the company, require a consumer to endorse checks over to the company, or require a consumer to execute or assign a loan, advance, financial interest, mortgage, or other property in exchange for future services.
5) The consumer or authorized representative is advised of the availability of the Colorado Department of Public Health and Environment’s toll free hotline. When the company accepts the consumer for treatment or care, the company advises the consumer in writing of the telephone number of the Colorado Department of Public Health and Environment, and that the purpose of the hotline is to receive complaints or questions about the company. The consumer also has the right to use this hotline to lodge complaints regarding care received or not received including implementation of the advance directives requirements.
6) The company makes available to the consumer or authorized representative, upon request, a written notice listing all individuals or other legal entities having ownership or controlling interest in the company.
7) The company maintains documentation showing that it has complied with the requirements of this section.
205-4 Agency Disclosure
Within one business day of the commencement of service, the company will deliver to the client or authorized representative a copy of the Agency Disclosure Notice, which specifies the services provided by the company and the consumer’s obligation regarding the home care worker, in accordance with the current Colorado rules for home care agency licensure.
The disclosure notice is signed by the consumer or authorized representative and includes information as to who is responsible for the following items:
· Employment of the home care worker
· Liability for the home care worker while in the consumer’s home
· Payment of wages to the home care worker
· Payment of employment and social security taxes
· Payment of unemployment, worker’s compensation, general liability insurance, and, if provided, bond insurance
· Supervision of the home care worker
· Scheduling of the home care worker
· Assignment of duties to the home care worker
· Hiring, firing, and discipline of the home care worker
· Provision of materials or supplies for the home care worker’s use in providing services to the consumer
· Training and ensuring qualifications that meet the needs of the consumer
The company retains signed acknowledgement of the client’s receipt of the Agency Disclosure notice, which is stored in the client record.