POC Summary (Form and Hotline)- HISC Care Managers
  • Date reviewed is yesterday.
  • BACKGROUND

    *************************************
  • Please note certain changes have been made

    This endeavor is focused towards collecting all important client related information so that we handle them better

    There is a lot of litigation against home care agencies who do not follow up on patient care issues and we need to be more diligent in

    1) obtaining the information
    2) making sure we deal with the information properly
  • Chat group #1 = Priorities (POCs & Calls). This group is to track Patient Care related issues

    Chat group #2 = CGs (POC/O/N, Lateness). This is to track CGs who fail to report Patient Care related issues after/ during each shift
  • Observing and Reporting is one of the most important tasks we teach CGs

    In a nutshell

    1. anything of grand importance (that cannot/ should not wait) needs to be reported asap via telephone call

    2. things of importance that can wait can and should be reported on the POC Summary (whether online form or leaving message on CC telephony) at end of shift
  • This channel and this endeavor are to discover and report

    1) Sick clients issues
    2) 911 calls and hospitalized clients
    3) Incidents related to clients/ Cgs (falls, trauma)
    4) Complaints related to a client
    5) Anything that can relate to the welfare of a client, a caregiver or the agency
  • We document this in the following areas

    1) Chat group called Priorities (POCs & Calls)

    2) Issues column in Patients Master
  • 1) No more CC tasks for these items

    We will only document these issues in the following:

    2) Chat group called Priorities (POCs & Calls)

    3) Issues column in Patients Master
  • 1) Who will you chat with now?

    Alma
    Gabriela
    Natasha
    Sumaya
    Rosa
    CMS

    2) Copy and Paste the following to them the following:

    (*) Patient Care issues

    https://docs.google.com/spreadsheets/d/12u3RrTv7JsRDjs5bQkxqIabgOUpxBvDpqN3t-AWgw20/edit#gid=1489113729

    I am now tracking all patient care related issues in this document. Every day as any of the following occur, please report them in this chat

    1) Sick clients issues
    2) 911 calls and hospitalized clients
    3) Incidents related to clients/ Cgs (falls, trauma)
    4) Complaints related to a client
    5) Anything that can relate to the welfare of a client, a caregiver or the agency
  • Task #1 - Deal with yesterday's POC Summaries

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  • Understood
  • 1) Go to Chat group = Priorities (POCs & Calls)
    2) Copy and paste yesterdays Priority A and B in its entirety as such

    (*) POC Summary Priorities

    We need to review how these issues were dealt with yesterday

    [copy and paste yesterdays]

  • 1) Many issues need to be reported to the family and/or MD

    2) copy and paste in chat

    (*) COMMUNICATION/ CYA

    DO any of these issues need to be communicated to MD and/or family/ client rep?
  • If need be, have CMS remind or call RN by copying and pasting to CMS

    (*) POC SUmmary review from yesterday

    [Name RN(s)] has not yet responded to all of yesterdays POC SUmmaries
  • 1) Delete the issue from yesterday if it was properly dealt with

    2) If not, leave it in there
  • Task #2 - Deal with previous pending Issues

    ************************
  • 1) Open Patients Master

    2) Export to excel by clicking File then Download then MS Excel

    3) Delete all columns except

    - CLient Name
    - RN name
    - Issues column

    4) Click Data sort and sort by RN Name

    5) Copy and paste into POC Chat

    (*) We need to review these tasks now please

    [copy and paste list of Issues from copying and pasting the 3 columns]
  • 1) Delete the issue from yesterday if it was properly dealt with

    2) If not, leave it in there
  • Task #3 - Start dealing with POC SUmmaries since yesterday's POC Summary that was submitted

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  • Throughout the day, look at live view to see if someone clocked in and out and

    1.Create a brand new shift identical to the original one with all proper info
    2. Manually clock the cg in
    3. Delete the bad shift
  • When reviewing this form, only choose the following 3 fields

    1. Your name
    2. Patient Name
    3. Date created (to avoid missing a report if the CG put in the wrong date)

  • -Step 1. Date Range on the Client Schedules by Date report are the day being reviewed (yesterday) to the same day (yesterday).

    -Step 2. Sort Excell report by Scheduled Clock In and erase all 12:00 AM clock-ins (be careful not to erase 12:00 PM clock-ins). Then sort again by client's name. Excell report is clean.

    Step 3. Open a new tab on the POC Summaries spreadsheet, copy and paste the Excell report and name the tag with the date being reviewed.

    Step 4. On Clear Care Live View/Daily Clients sort shifts in red (missed clocked in or out) and add it manually to the list.
  • -POC reviews are shown as a General Comment on the CC dashboard.

    -Check off Filter Alerts - Listen to all General Comments as you fill out the POC Summaries spreadsheet.

    -ALWAYS double check missing General Comments by opening the Client's Daily Care Log on CC. Most of the times you will miss one or two.
  • - Search for yesterday and today's date.
    - How many forms were filled out since yesterday?
    - Read all and check against the POC Summaries spreadsheet.

    user name: hisc.hisc@gmail.com
    PW = Excellence400
  • Add here the sum of B1+B2
  • What percentage of CGs use General Comment (B1) vs Online Form (B2)

    Ex: if C above is 100 (CGs total complied by using B1 and B2 as a total sum) and of those 70 left a general comment (B1) and 30 used the online form (B2), then you would write 70%/30% (70/100 = 70% and 30/100 is 30%)

  • - What percentage of CGs called POC Review Hotline

    -Sum of B1+B2 (C) is what percentage of A: C/A

  • Subtract 90% - C%
  • Copy and paste

    (*) POC Summaries State of the Union for Yesterday

    1) Total # of shifts = ??
    2) Total # of POC Summaries done = ??
    3) Compliance (%) = ??
    4) Goal = 95% daily

    (*) Percentage breakdown of CGs

    Percent that executes this via online form = ??

    Percent that executes this via general comment = ??
  • ************NOTES TAKEN FROM THE HOTLINE AND FORMS********

    1. Patient related notes need to be in the first box below will email that to the nursing department. Put these in A below

    2. Other non patient related notes need be placed in B below

    3. Call office immediately and dont continue listening if there is an issue FF/CMS or Office sd know about that cannot wait
  • 1. Add name of the CG
    2. Call CG using Switch.co and click so you record all calls
    3. Make a note regarding the call

    Ex: Evril Munroe (MS called her and reviewed all areas of the POC that she was missing)
  • I. Where do you get the POC submissions?

    (a) POC Review Hotline (212-252-2456), *3680
    (b) POC Review online Forms

    II. What do you do after taking notes on all of them

    (a) If there is anything that is important, call CTH, RN or CMS
    (b) Otherwise, just decide if it is a Priority A (not an emergency but deserves quick attention) or Priority B (not an emergency or Priority A but something that we need to kow about )
  • Note: Priority A messages need to be clear in terms of what happened and why. Often times you will need to call the CG for clarification and further details.
  • Re-order them in terms of priority in terms of patient care issues
  • 1. Open spreadsheet
    2. Copy and paste into Column B the entry that acorresponds to that client
  • 1. Go to Whatsapp Group called: Priorities (POCs & Calls)

    2. Copy and paste entire box above in there
  • - Go to CC
    - Click Activity then New task
    - Assignee = RN Assigned to the Patient (see link above called "List of Patients per RN")
    - Relates to = Name of Client
    - Tags = Observing and reporting
    - Description must have the name of the CG who reported this
  • I. What do you do after taking notes on all of them.

    (a) If there is anything that is important, call CTH, RN or CMS
    (b) Otherwise, just decide if it is a Priority A (not an emergency but deserves quick attention) or Priority B (not an emergency or Priority A but something that we need to kow about )
  • 1. Go to Whatsapp Group called: Priorities (POCs & Calls)

    2. Copy and paste entire box above in there
  • 1. Open spreadsheet
    2. Copy and paste into Column B the entry that acorresponds to that client
  • - Go to CC
    - Click Activity then New task
    - Assignee = RN Assigned to this patient (list can be found by clicking here
    - Relates to = Name of Client
    - Tags = Observing and reporting
    - Description must have the name of the CG who reported this
  • ************HR VIOLATIONS********

  • Before submitting this report, you must also write down how your phone call with each CG went with each CG

    Ex: Celina Alleyne/ Harvey Barsha (MS spoke to her and discussed POC website)
  • - Go to CC
    - Click Activity then Make a Note
    - Relates to = Name of CG
    - Tags = HR Incident: POC Violation - 1
    - Description must say (copy and paste the following): HR Incident: POC Violation - 1 - CG did not bother to call the hotline or fill out the online form
  • copy and paste

    (*) HR Violation - 1. POC Review (RED) (These CGs did not bother to call the hotline or fill out the online form) are

    [list below]
  • - Go to CC
    - Click Activity then Make a Note
    - Relates to = Name of CG
    - Tags = HR Incident: POC Violation - 2
    - Description must say (copy and paste the following): HR Violation - 2. POC Review (YELLOW)- CG did not provide all the information required of them in the POC Review. They need to be counseled by our HR Department

    1. CL feeling good or bad?
    2. CL took ALL meds (must mention if all meds were taken (not just some)?
    3. CL running out of meds?
    4. CL ate well & took fluids
    5. BM or urination issues?
    6. Activities or visitors today to note?
  • copy and paste

    (*) HR Violation - 2. POC Review (YELLOW) These CGs did not provide all the information required of them in the POC Review (critical info includes 1. CL feeling good or bad? 2. CL took ALL meds (must mention if all meds were taken (not just some)? 3. CL running out of meds? 4. CL ate well & took fluids 5. BM or urination issues? 6. Activities or visitors today to note?)

    [list below]
  • - Go to CC
    - Click Activity then Make a Note
    - Relates to = Name of CG
    - Tags = HR Incident: POC Violation - 3
    - Description must say (copy and paste the following): HR Violation - 3. Observing and Reporting (ORANGE). CG left something on the POC hotline that should not have been left there (because it was very important)
  • copy and paste

    (*) HR Violation - 3. Observing and Reporting (ORANGE) (when a CG left something on the POC hotline that should not have been left there (because it was very important))

    [list below]
  • CC TASKS FOR POC PRIORITIES********

  • 1. Open sheet
    2. Create a new tab called POC.6.1.2016
  • 1. Run Report
    2. Export to Excel
    3. Copy and paste into spreadsheet
  • ************EMAILS********