Each
Consumer is assigned to a Clinical Supervisor (CS). The CS is responsible for coordinating care
and supervising staff as well and keeping in touch with the consumer regarding concerns and care.
At total of 88% of those surveyed either Agreed or Strongly Agreed that
the Clinical Supervisor communicates well with the family/consumer.
.
Clinical
Supervisors usually work M-TH and are to answer phone calls within 24 business
hours. Every Clinical Supervisor has an
individual cell phone number as well as an agency email account to receive
business related emails. A total of 89%
of those surveyed said the Clinical Supervisor did return calls within 24
business hours
100% of
those surveyed Agreed or Strongly Agreed that our Clinical Supervisors are
easily accessible and it is easy to have communication with them.
It is
important to our agency that every consumer and staff are
treated with the utmost respect. Any
concerns will be addressed immediately.
Since the
results of this survey, LHS has dedicated one administrative staff to call on
coverage as their primary duty. This was
to address the 11% Strongly Disagree and the 22%
Undecided. We have seen a marked
improvement in the Human Resources Department covering shifts when regular
staff is out.
LHS noticed
a problem with getting staff out to interview with families. To address this problem the Human Resources
Department has hired and trained staff who are designated to take staff to
interview with families and the weekend.
In addition, LHS is working on a way for families to view potential
staff for their case on our secure website.
We are hoping to have this available by Summer
2009 in all regions.
One of the
legs LHS was built on was to provide activities for consumers. This is to enable staff to bring consumers to
activities in order to address different goals in their plan of care. Each month consumers at different activities
are polled in their satisfaction and other activities they would like LHS to
provide. These suggestions are evaluated
for feasibility and cost. If interest is
high and it is cost efficient and feasible, LHS works to establish new
activities.
A few of the activities provided in various regions are: bowling, cooking class, art class, choir, drama, Children’s Museum passes, Science Center passes, train rides, Lindley Movie Nights, Egg Hunts, cookouts, and many more.
When the
waiver changed and when other changes were made which would affect the way LHS
provided service; the agency sent emails, and held meetings with the CEO that
staff and consumers could attend to get information. Meetings were held in all regions.
Since this
survey, LHS has added the Consumer Grievance Procedure and Form to the Consumer
Login on the secure website. This way,
consumers and families have access to the policy and procedure at anytime as
well as the form to complete.
