ADRC Enrollment Management Martha Caron is no longer the ADRC - - PDF document

1 J 30 2013 J 30 2013

Presented by: West Central Florida Area Agency on Aging (WCFAAA)

January 30, 2013 January 30, 2013

1

 Introductions  Program Updates  Enrollment Management  Medicaid Benefit Counselor Role in your

it community

 Adult Protective Service  SGR Case Narratives  Performance Outcome Measure Overview  Medicaid Waiver Concerns & Changes  Client Satisfaction  Kudos  Q & A

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 Martha Caron is no longer the ADRC

Enrollment Manager 

ADRC Enrollment Management

C b li Can you believe she decided to give up the big

• ffice?

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2

 Effective December 2012 – The DOEA implemented

a new Enrollment Management System (EMS) for the ADA and AL Waiver programs.

 WCFAAA now receives a list of individuals from the

DOEA titled “EMS Release”

 The individuals on the EMS Release are current

Medicaid Waiver APCL and must be tracked/reported

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 ADRC has separated

the Medicaid Waiver (MW) and State General Revenue (SGR)

Medi Medica caid id Waive Waiver St Stat ate Gener General l Rev Revenu nue Care Plan Lauren Kristina

Enrollment Management Authorization and Care Plan Review Process

Ca e a au e st a Christy Enrollment Lauren** Katie

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**MW Program EMS Requires ADRC to contact client prior to case manager referral

 Complete the Initial Assessment, Care Plan

and related documents to enroll consumer

 Determine if assistance is needed in

• btaining Medicaid and Level of Care
• btaining Medicaid and Level of Care
• eligibility. If yes, make proper referrals (i.e.

CARES Unit, RFA, MBC, etc.)

• Have CIRTS Updated, if enrolling in MW (ADA or AL)

program, terminate any other waiting list enrollment lines.

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 Lauren Cury will be responsible for providing each

lead agency with the Enrollment Management System (EMS) Report.

 The EMS report is generated by the DOEA and

provides the ADRC with the clients authorized for p enrollment into the MW program (ADA or AL).

 ADRC contacts client prior to referral.  Lauren will then disseminate clients to Lead

Agencies for enrollment

 Monthly tracking and reporting on client status is

required.

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 Complete the 701B Assessment  If the 701B Priority Score is 1 or 2:

• return to ADRC

terminate APPL line in CIRTS

• terminate APPL line in CIRTS
• restore APCL status

 If the client is not to be served for any other

reason, terminate APPL and notify ADRC.

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 If services care planned exceed risk

level/threshold, submit care plan review to Program Manager. CM can initiate services up to the care plan risk services up to the care plan risk level/threshold.

 Make client ACTV in CIRTS upon approval

• f care plan services.
• If client is on waiting list for multiple programs and their

needs are already being met, close out the other program lines.

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 Program Managers, Christy Wright and

Kristina Melling will be responsible for reviewing all SGR Care Plan Review Requests

 Case Managers can start services for released

clients up to Risk Level/Cost Threshold.

 Clients up to Risk Level/Cost Threshold do

not need to be approved by ADRC.

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 Medicaid Waiver Specialist, Lauren Cury, will

be responsible for reviewing all Medicaid Waiver Care Plan Review Requests

 Clients up to Risk Level/Cost Threshold do  Clients up to Risk Level/Cost Threshold do

not need to be approved by ADRC.

 Clients that exceed the Risk Level/Cost

Threshold can have services initiated up to the threshold.

 MWS is to approve all services once threshold

is exceeded.

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Risk Score Range Risk Score Range ---

• -- Annual

Annual E

• Est. Care
• t. Care Pl

Plan Co an Cost:

> 0 to 7 = Risk Level 1 --- $3,493.92 8 15 Ri k L l 2 $5 646 30 >8 to 15 = Risk Level 2 --- $5,646.30 >16 to 26 = Risk Level 3 --- $7,246.17 >27 to 52 = Risk Level 4 --- $9,673.18 >53 to 100 = Risk Level 5 --- $14,270.86

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 Services implemented must

must be offered in the program for which the client is released. EXAMPLE: Cl l d f CC & C

• 1. Client is waitlisted for: CCE & HCE
• ADRC releases client for CCE only
• CCE services can be started but not HCE

subsidy

• HCE can only be started when released by AAA

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 Once a level of care planned services has

been approved by WCFAAA, further approvals are not required unless the units of service are to be increased.

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 Risk and/or Priority Score not provided  Program that services are requested under

not indicated S i t d th t t il bl

 Services requested that are not available

under the authorized program

 Inadequate justification provided for

services requested

 Justification states declining condition but

no indication of updated assessment

 Inc

Incorrect/I rrect/Illegib llegible c e comp mpletion letion of

• f form

form

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 Transition Case Manager will conduct face

to face visit within 10 business days of receiving referral from the ARC

 TCM will update CARES 701B and complete

nursing home transition plan nursing home transition plan

 TCM will notify CARES via the NHT plan of

client’s estimated discharge date and submit updated 701B with request for LOC via the DOEA-CARES form 603

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 NHT plan must be signed by TCM and client or

designated representative when determination has been made that client is able to safely return to community

 Once Notice of Case Action is obtained from DCF,

O C C , TCM must submit NOA to the ARC

 Upon receipt of the LOC, the TCM must submit

Form 2515 to DCF and request ex parte

 Within 14 days of the waiver start date, the TCM

must follow up with face to face visit

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In order to bill, the following requirements must be met per the waiver handbooks:

 Client resided in nursing home 60

consecutive days by the time they discharged discharged

 No more than 20 hrs of TCM can be billed

within 6 months of waiver start date

 Client has completed and signed NHT plan  Upon nursing home discharge, client is

enrolled into ADA or ALW waiver

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 If client is unable to transition after TCM

services, the TCM will finalize the NHT plan and forward it to CARES for due process

• notification. Both the TCM and client or

designated representative must sign the designated representative must sign the NHT plan.

 In the case that a client cannot transition

• ut of the nursing home and into ADA or

ALE waiver, transition case management cannot be billed.

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Monthly Provider Network

Report

DOEA Critical Incident Report

M hl Ad I id

Monthly Adverse Incident

Report

Personal Goal Setting (PGS)

Tool

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 Identify, address and seek to prevent

• ccurrence of abuse, neglect and exploitation

by collecting A.I. reports within 48 hours of

• ccurrence.

 Report situation to your immediate supervisor  Report situation to your immediate supervisor

and follow WCFAAA Reporting requirements.

 Information provided needs to document

what occurred and any necessary services that were provided to resolve the health, safety and welfare issues.

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Working Together with Case Managers

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

Terria Cumberbatch - serves Hillsborough and Manatee Counties



Carol Keen – serves Polk, Highlands and Hardee Counties

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 The MBC takes care of the Medicaid eligibility

portion and can save you time.

 The MBC expedites these applications-

process time after submitting the application is 3-7 days (depending on county) as

• pposed to 45 days.

 MBC’s follow up with DCF for Notices of Case

Action (NOCA’s)

 MBC’s are able to research clients in DCF’s

FLORIDA system as well as FLMMIS

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 What is an ex parte?

An ex parte is a switch from one Medicaid type to another.

 Who can ex parte?

A i h “F ll M di id” (W i ICP Anyone with a “Full Medicaid” (Waiver, ICP, Hospice, MMS, Share of Cost).

 What forms are needed for ex parte?

ADRC Referral Form, LOC, both pa both pages

• f the 2515 and sometimes bank

statements.

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 Who can ex parte?

Anyone that has Share of Cost, MMS, ICP, Hospice (Community or ICP) or any type

• f Waiver.

Wh f d d f ?

 What forms are needed for ex parte?

ADRC Referral Form, LOC, both pa both pages

• f the 2515, and sometimes bank

statements.

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

New ADRC Referral Form-faxed to I&S Fax (see form in appendix)



Please complete all sections on this form, including the date 3008 was received. Th MBC D t ti Li t b i



The MBC Documentation List can be given directly to the client or care giver (This form is in appendix).

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 Level of Care (LOC) and 2515 indicating

Case Manager start date and include the Room and Board rate;

 Send any income and asset based

information that is available; information that is available;

• Any monthly income that is direct deposited can be

excluded from the balance of their bank account for the application month.

• Subtract income to get the value of the bank account.
• Assets can be excluded as burial contract up to

$2,500 (see form in appendix).

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 What is a QIT?

An account that helps you become eligible when you are over the income limit ($2,130).

 How do I set up a QIT?

Please see Irre ocable Income Cap Tr st Please see Irrevocable Income Cap Trust form in appendix. An elder law attorney can also assist.

 How does it work?

Basically, any amount over the gross income limit gets deposited into this account each month.

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 Receive referral from ARC fax line

• #888-401-4606

 Research client on DCF Florida, CIRTS and

FLMMIS databases;

 Call client/caregiver or facility to discuss  Call client/caregiver, or facility to discuss

income, assets and expenses;

 Mail out checklist of verification needed to

submit application

• checklist includes contact info & instructions

to call MBC once all verification is together.

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 Client can mail or fax verification if they are

able and have a current DCF Medicaid case in process.

• If not, MBC will conduct a home visit to gather all

verification.

 Application is submitted and all verification is

faxed to DCF.

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

Direct enroll clients-SSI is active, need LOC and verification that the client receives SSI. DCF does not process these clients and you WILL NOT get a NOCA.



Income must be verified from the source



Income must be verified from the source. Bank statements may not be used.



When whole life policies have face values that exceed $2,500 the cash value must be verified from the source.

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 Provider Log: CM’s can use this tool to check

the current status of referrals made to MBC’s.

 APPL Report: New tracking tool under

• construction. Used to track clients that have

been released for waiver, but have not yet had eligibility established.

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Terr Terria Cumber ia Cumberbatch 813-676-5601 or 1-866-827-6095 Option 1 Refe Referr rral Fax Fax 888-401-4606 Fax verif Fax verificatio cation to: to: 813-600-1997

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Carol Carol Keen Keen 863-413-3473 or

1-866-827-6095 Option 2 Re Referral Fax ferral Fax 1 888 401 4606 1-888-401-4606 Fax v x verification t cation to 863-413-3475

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 Care Plan ALL

ALL services for 31 days, then revise for remaining 11 months if CM & API agree to continue services.

 Problem continues: Many instances of only

CM care planned for 1 month and all other services care planned for 12 months!

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 Update ARTT within 72 hours and include

actual dates of services.

 Include Assessment Summary page with all

assessments and updates.

 Call API within 24 hours if client refused or  Call API within 24 hours if client refused or

delayed services. DOCUMENT ALL CONTACT ATTEMPTS AND DISCUSSIONS!!

 Call API if all recommended services were not

• rdered.

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 Specific dates individual was contacted by

CM during the 31 days following referral.

 Specific dates the individual was assessed  Specific dates the individual was assessed  Individual’s abilities, needs and deficiencies

• bserved during all assessments

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 specific services and service dates for

services provided during 72 hours following referral (include NDP– non-DOEA)

 services provided and frequency at which

they were provided during 31 days following referral.

 consumer satisfaction of services  all contact and discussions with APS staff

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 If services could not be provided for reasons

beyond control of provider, document all actions taken in an attempt to provide services and/or contact the referred individual

 If services were delayed, document why, when

b d h h d d services began, and which services were provided.

 CM must staff service delay issues with API

immediately.

 If the API and CM disagree on need for services

requested by API, the CM Sup and API Sup jointly review and resolve.

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 all contacts and discussions with Nursing

Home Diversion providers (if applicable)

 when follow-ups are performed

• AT A MINIMUM:

 befo before re 14 calendar days to ensure services started ( befo before re 14 calendar days to ensure services started ( call to client)  Before services are terminated, the client will be seen face-to face by a Lead Agency case manager. If the CCE Lead Agency determines services can be safely terminated, APS will be contacted.  APS will participate in a discussion of the client regardless of the status.

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 Upda

Update t the curre e current 701B 701B by making hand-written changes

• n the actual 701B hard copy.

 Upda

pdate Asse Assessment Date Date (#4d) to current date. (this does not change the initial referral date)

 Upda

date A Asse ssessment Typ ype (#4f) to ‘U’ for update. p y p yp ( ) p

 Upda

pdate Re Refe ferr rral S Sourc urce (#11) to ‘A’ for APS

 Upda

pdate CIRTS CIRTS with changes noted during re-assessment.

 Prin

Print out

• ut new t

new turn rnaround report report and put into file.

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 Made sometime befo

before re 14th day to ensure that services have started.

 If CM has already received confirmation of  If CM has already received confirmation of

service delivery prior to day 14, no need to make additional call on the 14th day.

 Calls should be documented and include

date that services started.

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 Continue or terminate services?

“Need” vs. “Abuse, Neglect, Exploitation”

? ? ? ?

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 If both parties agree that the crisis-

resolving services can be terminated, the client may be put on the waitlist, if appropriate.

 An “Update” assessment will be created

(based on the latest assessment) in CIRTS (based on the latest assessment) in CIRTS.

 If the client does not want to be put on the

waitlist, the case manager does not need to modify the assessment.

 If the client refuses services and the case is

closed with APS, the case manager MUST file a report with the Florida Abuse Hotline.

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 Is the client likely to be a victim of Abuse,

Neglect or Exploitation if services ended ? Ri k lik lih d f i h

 Risk score –likelihood of nursing home

placement without services

 Caregiver in the home?  Income/assets – could they privately pay for

services?

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SGR Case Narrative Documentation

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• DOEA is closely examining files for:

 Client eligibility  Use of current forms

 The most current 701 B assessment must be used.

 Excessi ssive ve b billing  Repe Repetitive o

• r du

dupl plicative do e docu cumentation  Billab llable v e vs. non-b non-billa illable ble actions  Reasons for face to face contact

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OBSERVATIONS!

• Case narratives must contain the

case manager’s observations of the client:

 What did you see in and around the home?  What did the client or caregiver say?  How did the client appear?

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 Client satisfaction

• Each time contact is made with the client, the case

narrative should document if the client is satisfied with their services.

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Note review:

At the end of your note, ask yourself the following: Does the note justify the time billed? Does the note justify the time billed?

 If not, why not?  What should be included or left out?  Did you record the appropriate time spent and units of services?

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 Note review:

• Proofread the case narrative. Check for

sp spelli elling ng and gramm grammar errors. Th ti t b l d h

• The case narrative must be clear and have

the ability for someone else to read and understand the client’s situation.

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Tips to keep in mind…

• Case notes should not be repetitive or contradict

previously stated documentation. They should provide a fresh picture of the client’s current condition.

• Keep in mind that what your write down can

potentially be seen by the client, caregiver or

• ther providers.
• Case narratives must justify units billed.

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AVOID “EXCESSIVE” BILLING!

• One line case narratives are not sufficient to justify units

claimed. Example 1- Not sufficient

• “Made monthly contact with the HCE caregiver”

E l 2 S ffi i Example 2:- Sufficient

• “Made monthly contact with the HCE caregiver. CG states

they are satisfied with the services and no additional assistance is needed for the client/CG has remained stable. CM asked if client was able to talk. Client was sleeping when CM called. CM told CG to contact CM if any issues or concerns arise.”

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 Currently achieving 9 of 9 goals.

Keep up the good work!

CONGRATULATIONS!

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 MAKE IT SHORT & SWEET. Paint a picture of

the client’s changes in a few sentences.

 Describe the changes from the last

assessment. EXAMPLE: EXAMPLE: Client’s ADL score went from a 5 to a 9. “Client had a mild stroke and now needs bathing and dressing assistance. Client is currently receiving 5 hours of PECA services a week to assist with bathing and dressing.

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 At the conclusion of this training, case

managers should know the following:

• DOEA Monitoring Results and

Remediation (2012) Remediation (2012)

• Ongoing Monitoring Requirements
• Suggestions for Improvement
• Best Practices
• Performance Measures
• Future Training Note

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 The purpose of the A/DA Waiver

Program is to promote, maintain, and restore the health of eligible elders and adults with disabilities and to minimize the effects of illness and disabilities in order to delay or prevent institutionalization.

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The purpose of the Assisted Living Waiver program is to promote, maintain, and h h l h f li ibl restore the health of eligible recipients, and to minimize the effects of illness and disability in order to delay or prevent institutionalization.

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 Eligibility:

• One file contained a gap in Level of Care documentation
• One file contained a gap in eligibility

 Assessment:

• Two files with gaps in assessments

 Care Plan:  Care Plan:

• Two files with gap in care plans
• Three files were missing quarterly reviews.

 Narratives:

• One ADA file missing documentation of suspected abuse,

neglect or exploitation

• One AL file missing documentation of client condition,

satisfaction and receipt of services

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 Clearly document time (minutes) spent

performing case management duties.

 Document correct number of units associated

with case management duties (1unit =15 with case management duties (1unit 15 minutes).

 When completing Significant Change Updates

• n the 701B Annual Assessment:
• Use red or blue ink (no-black).
• Document date changes were made.

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 APA (American Psychological Association)

says to use sparingly to maximize clarity

 Avoid acronyms and abbreviations in most

cases; use correct abbreviations cases; use correct abbreviations

 Use appropriate, commonly-used acronyms

and abbreviations (as defined by your agency)

 Define the acronym or abbreviation in the

beginning of the narrative and then use acronym thereafter

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 On Addendums to case narratives:

• “Invalid if not within 29 days of date of

service documentation”

 When client is absent during monthly

• r quarterly review visit CM should
• r quarterly review visit, CM should

coordinate with provider to ensure face to face visit can be made upon client return.

 Clearly document when a date of

service is not billed in case narratives

 Define acronyms when they are used.

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WHEN EN TYPE ACTIVITY TIVITY PROGRAM RAM

Mo Monthl nthly Tel eleph ephone Asses Assess Cl Client nt ADA ADA ONLY ONLY

Required MW Contacts

Mo Monthl nthly Face-to-F ace-to-Fac ace e Asses Assess Cl Client nt AL MW ONLY AL MW ONLY Quart arterly Face-t ace-to-Face Care Plan are Plan Review Review ADA and and ALW Annua Annual Face-to- ace-to-Face Asses ssessmen ent t or ADA ADA and ALW and ALW Reassessm sessment ent

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 CM must maintain Monthly Contact to monitor client

changes, receipt of and satisfaction with services; MUST be MUST be docum documented in in the the case narrat case narrative ive

 For ADA MW:

• this is a phone call
• The call should not exceed 15 minutes total (1 unit)

to complete and document

• Attempt to contact recipient at least twice and

document in the narratives

 For ALW:

• this is a face-to-face visit
• If the case manager is unable to see the client,

additional attempts should be made in the same month to complete the monthly visit

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 In all

all client contacts, you must make every effort to speak directly with the client, not just the caregiver

For Monthly Contacts, keep in mind …

 If the client is unable to communicate for him or

herself, the reason why must be documented in the case narrative at minimum on the annual review and be supported by the 701B assessment

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Reimbursable Activities Reimbursable Activities (not specifically addressed)

1) Assisting applicants with enrollment and the Medicaid eligibility application process (if applicable) 2) Conducting and reviewing client assessment and reassessment for service needs  Prior authorization documents, warranty information on equipment purchases, price quotes, assistance with grievance process. 3) Developing and reviewing plans of care 4) Arranging for service delivery 5) Following up and monitoring service provision and quality of services 6) Recording case management activities in the recipient’s record 7) Recipient visitation 8) Telephone, travel time and recording of progress notes associated with billable activities 9) Case closure and termination*  Client specific inter‐agency consulting/staffing/communicating (examples: medical professionals, provider agencies, other case management agencies/their case managers, other external entities)

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• MW cannot bill after date of death or after nursing

home/hospital entry.

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 The assessment, care plan and narrative dates

should be congruent; that means that means all of all of the dates the dates match match ! !

 Narratives must describe the client’s current

situation, support the need for the case management services provided and the units billed

 Changes to care plan services must be

documented and include agreement by client/representative.

 Contain the case manager’s signature  Contain client grievances and/or complaints and

how they were/are being resolved

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 Ensure the following updated

information is in the case file:

• All eligibility documents
• Administrative documents such as Fair

Administrative documents such as Fair Hearing, POA/Legal Guardianship

• Assessments: including all updates
• Care Plans: including all legal corrections,

signatures and quarterly reviews.

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 Care Plans must document

• Formal and Informal services
• Begin and End dates, Revisions, Duration of

services, Funding sources

• All current services and updates

p

• Date and case manager’s signature and the

consumer’s signature (or the consumer’s caregiver/authorized representative)

• Qua

Quarterly Revie Reviews are are noted noted with with date date and and CM CM init initials

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 Document in the case narrative for all

Face-to-face contacts:

• Brief description of the Case Manager’s

professional observations of the client’s behavior affect appearance dress behavior, affect, appearance, dress, grooming, and environment; NOT just a medical diagnosis

• Include the Client’s self-reported health,

functional, mental, emotional states

• Financial or other issues of client

concern

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 Significant Changes or Medical Care Episodes requ

require follow-up and documentation, to determine the following:

• If the consumer is safe
• If the 701B and care plan need updating
• If additional services are needed

 Examples of significant changes include:

C f h l h h b

• Consumer returns from hospital, nursing home, rehab
• Caregiver moves or has significant health change
• An APS report has been made for an active consumer
• The consumer moved to a new home

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 Comprehensive narratives should

contain:

• Purpose of visit;

C l i h li bl

• Care plan reviews, where applicable;
• Eligibility activity;
• Reason for an untimely assessment;
• Address unmet client needs
• Contact with the facility following client

hospitalization

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 Case notes should not be repetitive or

contradict previously stated documentation. They should provide a fresh picture of the client’s current condition.

 Keep in mind that what you write down can

potentially be seen by a client, caregiver or

• ther provider.

79

 At the end of your note, ask the following:

Does the note justify the time billed?  If not, why not?  What should be included or left out? d d h l  Did you record the actual times spent and units of service in the case note?

Note: Travel time and time spent documenting the case note are included in the note entry.

80

 The case note for the annual review, quarterly

review and monthly contacts should not be repetitive with only a word or two changed from

• ne to the next. It should provide a fre

fresh pictu icture re of the client’s current condition. p

 The case note should not be an essay repeating

verbatim everything covered on the 701B.

• It should be a summary of the interview with

the client and any observations of facts not captured in the assessment.

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 Legally correct any errors in the case file

• NO “

“WITE O E OUT,” ” SCRIBBLES BBLES or

• r WRITE O

E OVERS, S, and and

• ve
• ver, and

and ove

• ver, and

, and ove

• ver……

……

 What is a legal correction?

• Cross out the error with

with one

• ne line

line

• Cross out the error with

with one

• ne line

line

• Correct the error
• Date the correction
• Initial the correction

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 Eligibility:

• Contact MBC’s for assistance
• For ALW:

 encourage facility involvement, g y , i.e. with 3008’s  Communicate with facility staff regarding billing start dates  Use documentation receipts to hold provider accountable for receiving program documents

83

 Administrative/Procedural:

• Send 2515’s to MWS for transfers and

terminations

• Update CIRTS as soon as client data

p changes

• Maintain case files using system that

facilitates ease of use and organization

 Ie: use file tabs and/or index

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 Care Plan:

• Thoroughly document problems and

gaps

• Thoroughly document service
• Thoroughly document service

descriptions

 Case Narratives:

• Use narrative templates to ensure all

case narrative components are addressed

85

 Case Narratives:

• When A Case Manager Leaves:

 Check case files to ensure previous case manager duties were completed prior to exit  Thoroughly document case manager changes  Utilize “model” case managers and their files to train new case managers

86

 ALW:

• Great case management included:

 Eligibility:  Constant contact with provider facility  Case Narratives:  Use of narrative templates  Great problem/complaint follow-up  Administrative  Well-organized case files

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 ADA MW:

• Great case management documentation:

 Narratives justify units claimed  Avoid “excessive billing” issues  Avoid excessive billing issues  No billing logs in the case narrative documentation  Focus on QUALITY not Quantity; narratives should be relevant, clear and concise

88

Monthly Provider Network

Report

DOEA Critical Incident Report Personal Goal Setting (PGS)

Tool

89

 Purpose: To ensure that providers initially and

continually meet required licensure and/or certification standards and adhere to other standards prior to furnishing waiver services.

 MWS’ track and update the DOEA monthly  Providers that fail to provide assurance they are

meeting requirements (as outlined in the handbook) will be terminated as an approved provider.

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 This is a report that is initiated by the DCF

and provided to the DOEA for follow-up

 Report indicates that a MW client has a

substantiated report of abuse, neglect or

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exploitation.

 Next steps require MWS to request f/up by

CM to ensure client’s health, safety and welfare.

 Strict timeframes are instituted to ensure any

needed follow-up is promptly put into place with the client.

• It is important that the clients current situation is

reviewed Determine if any new services or

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• reviewed. Determine if any new services or

additional services are needed. If new or increase services are needed and justified, immediately put them into place.

• Report actions taken to MWS (i.e. home visit

indicating client’s current situation, the care plan review has been completed and if any services were needed).

 New client file documentation required for

Medicaid Waiver recipients

 PGS process provides a tool to the case

managers to gather information on their client’s strengths abilities interests and client s strengths, abilities, interests and goals

 Helps recipients identify what their goals are

and how they can engage in their community more fully.

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 A separate training will be

conducted for ADA and AL MW CM’s to address care planning for incontinence supplies incontinence supplies

 This training may include DOEA –

approved care plan examples

 CM’s are encouraged to send care

plan examples to the MWS’

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Mailed March 2012

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Case Management Survey Case Management Survey

It’s all about YOU! It’s all about YOU!

• 96% know how to contact

96% know how to contact YOU YOU.

• 93% believe

93% believe YOU YOU listen to what they say. listen to what they say.

• 97% believe

97% believe YOU YOU are polite and treat them are polite and treat them with respect. with respect.

• 94% believe

94% believe YOU YOU are knowledgeable about are knowledgeable about the available services. the available services.

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Personal Care Survey Personal Care Survey

• 96% believe their aide is thorough

96% believe their aide is thorough

• 96% believe

96% believe their aide takes interest in their aide takes interest in them as a person. them as a person.

• 97% believe

97% believe their aide is polite and their aide is polite and respectful. respectful.

97

Homemaker Survey Homemaker Survey

• 94% trust their homemaker

94% trust their homemaker

• 97% believe

97% believe their homemaker is their homemaker is polite and polite and treats them with respect. treats them with respect.

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WCFAAA Survey WCFAAA Survey

The results of the 2012 Customer Satisfaction The results of the 2012 Customer Satisfaction Survey continue to indicate that the vast majority of Survey continue to indicate that the vast majority of clients are very satisfied and appreciative of the clients are very satisfied and appreciative of the services they receive. services they receive. The continued high level of satisfaction with case The continued high level of satisfaction with case management services is commendable and is a management services is commendable and is a testament to the dedication and efforts made by case testament to the dedication and efforts made by case managers throughout our five county service area. managers throughout our five county service area.

GREAT JOB !!! GREAT JOB !!!

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Our clients are the inspiration for

• ur service improvements.

www.agingflorida.com

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