Policy Manual sample

MDT Home Health Care Agency, Inc. PATIENT SATISFACTION SURVEY PURPOSE: To evaluate the level of satisfaction of service performed by agency staff. POLICY: · The Patient Satisfaction Survey is an integral component of the agency’s quality improvement program. Surveys are conducted on active and discharged patients on a routine basis. In addition, surveys are sent to physicians, discharge planners and case managers on a regular schedule. · The agency evaluates the satisfaction survey data in relation tomajor clinical activities and support services. Management staff systematically review satisfaction information. · Based on results of satisfaction questionnaires, the agency may alter its services provision or redesign delivery process PROCEDURE: · The agency will conduct at least a 45% satisfaction survey of active patients within one week after each service episode ending. Physicians, discharge planners and casemanagers are sent surveys at least annually. · Patients receiving Psychiatric Nursing services will not receive phone survey or write surveys. Psychiatric Nursing services will be monitored through physician surveys. At least 25% of Physicians making referrals for Psychiatric nursing services will be surveyed each quarter. · Any response that includes a complaint or dissatisfaction is identified. As appropriate, a complaint form may be initiated and the complaint followed up by a supervisor. · Questionnaire results are organized, tabulated and compared to the previous data. · Information obtained from surveys is used to track trends and help plan performance improvement (QAPI) activities and priorities. This information is summarized in the routine agency QAPI reports. Results are shared with all staff. Home Health Agency - - Skilled Professional Services D-13