Top Questions to Ask a Provider
Ask about the Company’s quality assurance process. Do they have staff whose only job function is to monitor and improve the quality of the services provided?Quality should not be taken for granted. Surveys conducted by the State are only the first step in ensuring a quality program. Good Providers have internal Quality monitoring systems that continually improve the Quality of the programs. The best Providers even have staff whose only job function is to monitor and improve quality.
Ask about the Company’s complaint process and how they handle issues when they arise. Do they have a Compliance Hotline?Although no Provider wants problems or controversies to occur, good Providers have a process to address concerns rapidly and effectively. The best Providers have feedback mechanisms like Compliance Hotlines where individuals, families, and employees can directly report any issue and may do so anonymously.
Ask how the Company serves people who may have challenging behaviors. Do they have Licensed Psychologists and Board Certified Behavior Analysts on staff for meeting the behavioral needs of the people served by the program?Serving the behavioral needs of people in the waiver programs is a vital part of a good Provider. Some Companies may only use contracted providers on an ‘as needed’ basis to assist their staff in addressing any behavioral challenges. The best Companies hire sufficient numbers of Licensed or Certified Professionals who have specialized skills for serving the behavioral needs of people with Intellectual and Developmental Disabilities.
Ask whether the Company serves individuals who may have complex medical needs.It’s important to know whether the Provider has experience in providing services to all individuals, even those with complex medical needs. For example, some Providers may not have any nurses on staff. Although your loved one may not currently need supports by a nurse, conditions may change in the future and the individual may need more supports. Choosing a provider who has a proven track record in all service delivery is very important.
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