Lindley Habilitation Services

Case Manager Satisfaction Survey 2009

The Clinical Supervisor(s) are easy to communicate with

LHS’s Clinical Supervisory staff is well informed on issues which affect consumers

Clinical Supervisors are knowledgeable regarding clinical issues

The Clinical Supervisor(s) of LHS communicate(s) well with me, the Case Manager:

The Clinical Supervisor(s) return(s) phone calls within 24 business hours

LHS has given each CS the ability to work a 4 day work week w/ Fridays being their day out of the office. In order to improve the results found in this question, the Clinical Department will retrain on answering their phones within the 24 hour timeframe during their next Quarterly Clinical Meeting being held April 24. In addition, each CS will change their voicemail message to state on Fridays they are not available and will return calls on Mondays. Anytime a CS has not returned a call within the 24 hour timeframe, the caller should be encouraged to contact the Clinical Director. In addition, LHS has a 24 hour, 7 day a week on-call emergency line.

The Clinical Supervisor(s) inform(s) me of changes which affect cases

The Clinical Supervisor(s) is/are easily accessible

Clinical Supervisors are able to give valuable clinical input into consumer care

The Clinical Department is working on developing more clinically based trainings for Clinical Supervisors to take place during their Monthly Clinical Supervisor meetings. A time is scheduled at each meeting for Clinical Supervisors to share various clinical scenarios and review them with the team. This allows all Clinical Supervisors to benefit from sharing and receiving knowledge from actually situations. In addition during the Quarterly Collective Clinical Supervisor meetings where all regions come together, additional training will take place on clinical issues.

LHS has been successful in finding coverage within 2 weeks of notification

The Human Resources Department is currently in the process of restructuring operations for finding coverage for open cases. The Coverage Team will consist of one full-time HR Director as well as Coverage Assistants. With this new system consumers and other stakeholders should see the following benefits: 1) Key Administrative staff in roles where coverage needs are their primary responsibility 2) There will be a specific contact person for staff and consumers. This will increase customer service, staff and consumer retention, and overall stakeholder satisfaction 3) A system is in place to track consumer support staff which is reviewed quarterly by our PQI/Operations Team to ensure enough staff are being sent to consumers.

LHS has adequate staff for families to interview when a permanent shift becomes open

With the restructuring of the Human Resources Department we expect to have more than adequate staff for families/consumers to interview for permanent shifts. The Staffing Team will consist of one fill-time HR Director as well as Recruiting Coordinators which will be assigned to specific regions that need staff. The benefits of this will be: 1) Increasing interviewing days from 2-3 days a week 2) There will be a specific contact person for all recruiting needs. 3) Recruiting Coordinators will conduct on-site interviews at recruiting events 4) The Staffing Team will be better equipped to utilized our database consisting of available staff.

I am satisfied with LHS’s ability to staff the consumers on my caseload

LHS provides adequate activities in the area(s) in which the consumers I work with live

The activities provided by LHS are beneficial to the consumers with which I serve

The activities provided by LHS are age and developmentally appropriate for the consumers which I serve

I am satisfied with the quality of direct care staff LHS has to offer

Direct Care staff from LHS are well trained and knowledgeable in offering care to consumers

Direct Care staff from LHS are well supervised

The Direct Care staff LHS employs provide quality care

LHS communicates the issues which affect all stakeholders (consumers, families, staff, etc.)

Lindley Habilitation Services has conducted several meetings throughout the year where staff and consumers/families were invited to attend. These meetings were to inform these stakeholders of changes within the agency, the waiver, reimbursement rates, etc. which may affect them. This has been an ongoing effort of LHS to remain open and transparent with all stakeholders.

The LHS referral process for new consumers is easy to complete

Due to National Accreditation standards and the results of this survey, the Clinical Department is revising the referral process to make it more user friendly. The procedure will include specific timeframes for each step of the process as well as a new agency Referral Tracking Form. This form will track each step of the process and the time take to complete it. By reviewing the form and identifying where the most time is spent we hope to further reduce the time it takes to start a new referral within the agency. The AVP of Operations is also working to ensure that the referral page of the agency website is accessible and no additional software is needed.

Information requested for CM reviews is given in a timely manner