Week 3 journal

This week, I got a chance to learn about quality and assurance monitoring for COS funded
In!"ome care agencies# The consumers that would recei$e these ser$ices, are o$er %& years of
age, and a''ear nursing facility clinically eligible# The Center for (edicare and (edicaid
Ser$ices 'ro$ide reimbursement to COS# "owe$er, COS must ensure that the consumers are
safe, and COS had to de$elo' guidelines#
The In!"ome ser$ices to include, home su''ort, res'ite care, 'ersonal care, home health care,
nursing, s'eech thera'y, occu'ational thera'y and 'hysical thera'y# ll agencies must be
licensed to 'ro$ide home care ser$ices# I had to monitor the following documents for a selected
grou' of workers) annual **+ test, two criminal background checks, two references, worker date
of hire, the worker credentials, $erification that the 'olicy and 'rocedure book was read and
signed, and $erification that the worker 'assed the skills test#
When an agency is 'ro$iding ser$ice to a COS consumer, it is e,'ected to 'ro$ide that
ser$ice at the same time, on the same days each week# The days and times are established when
the case is acce'ted by the agency# ny de$iation from this schedule must be communicated to
the care manager and the consumer# Continued de$iation from the schedule may be
unacce'table to the consumer and may result in the loss of ser$ice as the consumer will choose
another more reliable ser$ice 'ro$ider#
I actually enjoyed monitoring the In!home care agencies# So many of our seniors are frail, and
cannot 'ro$ide care for themsel$es# They 'ut their li$es in the hands strangers e$ery day#
Sur'risingly, I-$e learned that COS does not ha$e strong quality and assurance guidelines to
withhold amongst staff in the agency# I-$e worked at COS for se$en years# I-$e ne$er heard of
an e,it inter$iew being conducted, when an em'loyee resigns# I ha$e yet to see follow u' form,
asking callers or consumers to rate their ser$ice# Costumer ser$ice is a key asset an agency-s
re'utation# I think consumer who is treated unfairly, or that are unha''y with ser$ices rendered
should be able to $oice their o'inion# It will also be useful for identifying, why certain units ha$e
a high turno$er rate# I informed my site su'er$isor that, COS should im'lement and de$elo'
an efficient quality and ssurance unit# She agreed, and stated that she will notify COS-s
director#