Quality Assurance Review Essay
Quality Assurance Review
According to Merriam Webster (2014), “Provision is: the act or process of supplying or providing something.” Every company provides a provision or has a mission statement that their company stand by, which shows what services that company, will commit to delivering to their clients. We as professionals and them as businesses have an obligation to deliver direct services effectively to help clients adapt socially and effectively in society. It is the companies’ responsibility to provide clients with the services that sustain a good work or living environment. Companies are dedicated to providing direct support services that will enhance a client’s quality of life, and that is designed to meet the needs of their client.
Moreover, it is important that staff build their time to participate in activities with the clients that they are servicing. It is also the responsibility of the company, to make sure their staff is educated and trained in their area of concentration to assist their client. It is important to develop relationships with clients that will allow them to engage in everyday life activities. It is provided that any person that is working with clients to engage in activities with their client. Clients have IEP (Individual Education Plan) programs that should be followed to assure the client is receiving the proper education that is based on their need. It is up to the worker to provide clients with a structured setting which will allow them to see if the client is learning according to their plan or their day. In every event, every aspect is about providing proper service to the client.
Furthermore, it’s about creating independence in that client by setting academic and functional goals that are attainable and reachable from a realistic aspect for that client. A professional’s purpose is not to please coworkers but, their purpose is to be an advocate for their client. In the case scenario of the staff member providing services appropriately to clients, certain information is required in the process of gathering and covering the basic components of quality assurance, which are proper provision of service, client satisfaction with the service and proper documentation. With reasoning, questions have been formulated to help monitor and prevent future fraud and misappropriation of services as it pertains within these guidelines.
From the information gathered from the staff at the school, the client, and all that is involved with working with this particular client, the question is, since the goal for the staff member was to develop and maintain a client-centered service and to provide quality service and ensure the client’s satisfaction, should that particular client have had services from our agency because of a communicable disease in which he/she was recently treated for according to the teacher at the school?
According to the teacher employed at the school, where the staff member was working with the client stated that this particular staff member was frequently late, was this tardiness professionally and legally documented? As reported by the teacher at the school where the staff member was working with the client, the teacher reports (if legally documented) that the staff member did not engage in their professional interventions towards a certain client about their behavior on a particular day. Were there any witnesses to this behavior and did the staff not intervene in stopping a certain behavior from this client? The reasoning behind these questions is as follows:
Although the teacher at the school at which my agencies staff member was working with a particular client, it was not reported or stated about any legal documentation on this worker’s tardiness at this school. Also was there a specific reason for which my staff member did not tailor in her interventions towards a particular client due to their behavior that was reported to me, the director of the agency. It is believed that gathering the correct and adequate information from all parties involved when working with clients especially in the health care profession, helps those involved have a better understanding what kind of frame of mind the particular staff member, the client involved and even the teacher working with both parties, it is important to obtain such information so that there is no misinterpretation in communication, documenting all actions involved, or just documenting the day’s activities so that the agency and the school can see if the client shows any improvement with working with a particular staff member.
This also helps prevent any legal action involving all parties regarding he said/she said, or future fraud towards a certain agency. As it pertains to the accusation that the staff member is not open to feedback, how was the staff member approached about this feedback? Was this communicated in a professional manner? How exactly did the staff member respond to feedback given? Lastly, did the staff member give reasoning for not accepting feedback about services rendered? This line of questioning is important because it approaches the first accusation from all angles. These questions are trying to determine whether or not the staff member is blatantly refusing to accept feedback or if they are accepting feedback and just not implementing it.
It is also important to not how the feedback was approached. If the feedback was delivered in a negative or accusatory way it may not have been implemented because the staff member may have a strict treatment plan and be avoiding confrontation with the teacher by just not accepting feedback. This is why it is important to understand the staff member’s reasoning behind not accepting feedback. It determines whether or not this staff member is providing the client with the proper services and that the staff understands what these services are so that there are no misunderstandings. As it pertains to the accusation that the staff member does not tailor their interventions to the client according to his behavior on a specific day, please name one example where the staff member did not tailor their interventions to fit the client’s needs? How was the staff member approached about this incident? Did the staff member give reasoning for continued their planned treatment?
Was this incident documented and if so how was it documented? Were the client’s needs met? Was the client unsatisfied with their services provided? This line of questioning is important because it makes sure that the client is receiving the proper services that they need. The staff member’s treatment plan should always be centered on what is best for the client; not what is easier for the staff member. It is also important that a staff member with a strict treatment plan not stray from their original treatment plan if it affects the overall effectiveness of the treatment. This is why it is important to understand the staff member’s reasoning behind not altering their original treatment plan so as to make sure that this decision is not affecting the way that the client is treated and or receives their services. Another important part of this line of questioning is that if the client’s needs were not met, how was this documented?
Having proof that the client’s needs were not met is important in accessing the staff member’s overall effectiveness in their treatment plan. Lastly, it is important to note whether or not the client was satisfied with the services they received so that the staff member can be clearer in the future about the services they provide as to not having any misunderstandings. As it pertains to the accusation that the staff member is frequently late, has this tardiness been properly documented? If not, are there eyewitnesses that can attest to this accusation? Was the staff member approached about this accused tardiness? If so, by who and what where the repercussions of this action? Also, was this action documented and if so how was it documented? This line of questioning is important because it grants validity or not to the accusation that the staff member is constantly tardy.
For there to be action taken against this staff member there need to be legal documented proof that this staff member is constantly tardy. If not there is not much that can be done legally about this accusation unless there is some documentation stating that this individual has been reprimanded about this behavior. As it pertains to the accusation that the staff member has created conflict between them and the teacher, how was this situation handled between the two staff members? How did the school handle this situation? Where all have actions are taken to prevent any further conflict member between the two before filing this complaint? Where these actions documented and if so how where they documented? This line of questioning is important because it relates to the validity of the complaint in general.
This relates to whether or not this staff member is even in need of review or whether the school just doesn’t want to deal with feuding individuals. It is important that this type of situation be documented every step of the way or it just becomes he said she said battle. It is important to understand how the school handled this situation so that if there are any misunderstandings about the service rendered at the school by the staff member that these issues be resolved so that the main focus is on the clients. In special cases such as with disclosure of pertinent information in regard to communicable diseases, this breach of security poses a huge impact as it pertains to patient confidentiality and services provided. Although the sharing of information with other healthcare professionals is important in providing effective patient care, if a breach of confidentiality as occurred and shared amongst other unaware of the contents of the patients history, this disclosure without consent can pose a risk based on standard infection control procedures, as well as exposure-prone risks undertaken in primary care.
In such circumstances, in order to repair the relationship once a breach of confidentiality has been made, the director must adequately acknowledge and apologize for the mishap. Ensure that the client understands that this is not how business is normally conducted and that HIPPA laws and regulations are taken seriously within the organization. To ensure that this does not happen again, there should be a mandatory training centered on client confidentiality and rules and regulations of HIPPA, and certificate of completions could be provided to the client to ensure that they are aware of your dedication to mend the relationship.
Bord, J.D, DDS MSD MA, Burke, W., MD Ph.D., & Dudzinski, D.M.., Ph.D. MTS (2013).Confidentiality. Ethics in Medicine. University of Washington School of Medicine. Retrieved from: https://depts.washington.edu/bioethx/topics/confiden.html Confidentiality case study: Serious Communicable Diseases. General Medical Council: Working With doctors working for patients. Retrieved from:http://www.gmcuk.org/guidance/ethical_guidance/confidentiality_serious_communicable_diseases.asp Merriam Webster., Provision. (2014). Retrieved September 1, 2014.