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1 | P a g e
Professional Case Management
New Employee Orientation Guide
Updated 3/31/2010
Welcomour teamyou willservicesthat enhhealing We prid
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2 | P
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3 | P a g e
As a home care provider most of your time will be spent working independently, so good communication is vital to your success. Understanding the structure of our company will help you as you have questions or encounter new situations. PCM is made up of several departments with whom you will have regular contact:
Human Resources Staffing Clinical Operations Payroll Community Outreach
Human Resources staff:
Conduct the hiring process Will periodically contact you to ensure your required credentials, such as
professional licensure and CPR, are up to date Are available to answer any general questions you have
A New Employee Checklist contains items needed to complete the hiring process. Most of the items must be received prior to starting work, so please carefully review the New Employee Checklist to ensure you have provided all the necessary items.
PCM Departments
Chapter 2 – Getting Started
Now thawork. Ywork as Staffing
C C M R
In orderavailabbetweenproactiv
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g CoordinaCommunicaCreating theMaking necResponding
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nform Stafusing emailAvailabilityProvide avamonth, for edue by MarRequest vacdvanced nf your avaichedule is or finding
Our staffingegular basi
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ng Coordin
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hired, youve frequen
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ators are reating with e schedulecessary adjg to on-call
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ffing Coordl, phone, ory Form (exailability byexample, Arch 10th cation withotice ilability chpublished,your own rg requiremis will help
oner you pyour Staff
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r Staffer wnt contact w
sponsible fyou regard
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signments, ner. Clienng Coordinensure you
are several ing schedu
dinator of pr the Careg
xample on ry the 10th oApril availa
h at least 2
hanges afte, you are rereplaceme
ments changp you recei
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4 | P
dy to beginur specific
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t your Stafftaffer is uno another Sal Director
ay leave a ver you musne in personace your sh
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ffer directlynavailable, Staffer or tor.
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5 | P
schedule avoid thesey require.
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6 | P a g e
As a member of the clinical team, you will report to a Case Manager and a Regional Director of Clinical Operations. Your immediate supervisor is your local Case Manager with who you have the greatest amount of contact. The Case Manager is a Registered Nurse who is assigned to one or more clients.
Conducting the initial assessment on new clients Assisting in the development of the client’s home plan of care Interacting with the client’s treating physician Addressing client inquiries Direct supervision of all care staff, including RNs, LPNs and home health
aides Your Regional Director is responsible for oversight of all clinical operations including:
Providing oversight of all clinical operations Ensuring compliance with policies and procedures Providing regulatory compliance Providing quality improvement initiatives Addressing client issue resolution Conducting training workshops Oversight all direct case staff, including Case Managers
Direct all clinical related questions or concerns to your local Case Manager or your Regional Director. For life-threatening emergencies call 911 immediately.
Clinical Team
Case Manager Responsibilities
Regional Director Responsibilities
There ahave co
P C
The Payquestion The Comeducatioour serv As you within P
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yroll deparns regardin
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can see, cPCM team
f you knownformationStaffing Conew clients Case Managor clinical
Regional Dnd are ava
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st you with
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7 | P
m you may
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es to provizations abo
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8 | P a g e
Regional Directors at PCM oversee of clinical operations and the supervision of all direct care staff and Case Managers. You will be assigned a director based on where you live. Most Regional Directors are based in the home office in Denver and frequently travel to our territories to meet with clients, staff, and conduct training workshops. The tools and information you need to get off to a productive start in providing care to our special clients include:
Boundaries in Home Care Getting Started Documentation Safety Reporting Client Death
Providing care in the home setting is one of the most rewarding experiences for a professional caregiver, as you are able to witness firsthand the impact you are having on the client and their family. However, providing one-on-one client care in the privacy and comfort of a person’s home also presents some unique opportunities and challenges. Since a person’s home is the most private and intimate of settings, it is vitally important we always:
Respect our clients as individuals Remember we are a guests in the home Respect the values and norms of the client and family, even if they are
different from the ones to which we are accustomed Maintain professional boundaries at all times
Providing Care
Boundaries in Home Care
As the healthcare professional, the responsibility for maintaining the proper boundaries rests solely with you.
Chapter 3 – Clinical Operations
Simple
Bin
N N S W
Rememyour res Upon respecificand willfamiliar
Co
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ess code forand safety a guide to
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mon courtmeals to w
ontainer fog friends, fuss personadiscourag
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new assignthe client. Tded by eithclient.
our Case Mtraining client’s ho yourself w
ary suppliesur Case Ma
r employeeof our staff
o appropria
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Orientation
tesies: work with yor shifts lonfamily, or aal or workp
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ome plan owith advans for care aanager wit
es providinff and our cate clothing
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you in an nger than 8animals to place probnever permalls
ou are the ps of the clie
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al scrubs. S In these c
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8 hours a client’s hlems with
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professionaent remain
ovided an occur by ter or anothe
your client
ore startingves for the home ns
lient care ihe followinar and appe
Some cliencases, conta
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he presence
al care provn the top pr
orientationelephone oer care pro
specific
g care client
is designedng informatearance wh
nts prefer yact your R
9 | P
e of the cli
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n to the or in persoovider who
d to ensuretion shouldhile on dut
you wear nRegional
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on-
10 | P a g e
Clothing should always be neat and clean Wear closed, flat or low-heeled shoes Keep jewelry to a minimum Nails should be short, clean, manicured – Artificial nails are not permitted Hair should be clean and well presented Refer to your employee handbook for the full dress code policy
Maintaining your personal hygiene is extremely important, as we work in close proximity to clients and their families. As the oncoming care provider arriving at the client’s home, it is your responsibility to ensure you have complete and accurate information regarding your client. To ensure a smooth transition that protects your client follow these guidelines:
Arrive early to receive an end-of-shift report from previous care provider Always review the home chart before starting care
If you ever have a clinical question, or find yourself uncomfortable with your ability to provide safe and quality client care, you should contact either your local Case Manager or Regional Director immediately. As you know, clinical documentation is required to record pertinent facts, findings, and observations about a client and is important in providing high quality client care. In addition to improving the quality of care we provide, documentation affects PCM’s reimbursement for services provided.
Arriving at the Client’s Home
Documentation
In-home nursing gives the opportunity to provide one-on-one client care in an independent manner, but is important for you to be familiar with your scope of practice and to operate within appropriate limits at all times.
Generalguidelin
An
E A U C D
The homintervenrecord. It is impmaintaisuggestyour pre
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lly speakinnes to ensuAlways comnote home wEnsure youAvoid abbrUse only acChart at leaDocument a
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portant youining a safetions, you ceparation f
Think safetyFollow clienLift safely Ask for helpf you are inoon as pos
Use the FirsManager an
ome chart ion and pe
y Guidelin
ng, good doure quality mplete youwith the inr handwriteviations
cceptable mast every twaccording t
f care will ld goals. Us
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p if there injured on tssible, but nst Report ond Regiona
you will fieriodically
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ocumentatidocumenta
ur shift chantent of brinting is legib
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ays for bottructions c
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arting whilenging it bable
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otifying yo
Please rev
11 | P
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Wash handsUse gloves Use gloves,
o Dropo Airboo Direc
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Whenever aelephone n
home Familiarizehart. It covent of a nn the eventhe client, fvacuation On a regulaproperly
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s often to protect , gown, and
plet orne ct contact w
ions mean n’t afford
with certaino your Cas
r work areve lives.
a life-threanumber, ad
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familiarize
ar basis en
tions
aredness
fectious disd taking a setting is g
me.
yourself d mask as
with blood
treating alto take anyn blood-bose Manage
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atening emddress, near
with the emst of phonereatening eation of theyourself a
nsure that s
seases on thfew sensib
greatly red
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ll blood ory chances, orne diseaser or Regio
paring for e
ergency ocrest major
mergency ce numbers emergencye home is n
and the clie
smoke dete
he job requble precautduced if sta
te for:
luids
r body fluidsince it tak
ses. Alwaysonal Direct
emergencie
ccurs, call intersectio
contact formthat you w
y necessary tent with the
ectors are in
uires knowtions. The andard pre
ds as potenkes just ons report antor.
es with
911. Provon, and dire
m located will need to
to ensure te best proc
n place and
12 | P
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o use by anon or misus causing hn errors rence that d death of nal act towrelated inc
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one to the C
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13 | P
the client w
ay encounal Directorneglect, or
ent
Case Mana
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ter r.
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When costateme Infectionumbercriticallamong c If a clieor if youoccurren All infe Signs or
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refer to thenformation
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ould be con
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remember vering fromness, do no
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mount, andt infection. urveillancend the com
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Preventioncs for your
that the clm colds anot expose y
evention
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include onpinions, or
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lients for wnd flu. If yoyour client
from mentation. As hes.
ly the factsdraw conc
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trol Plan in
whom we prou have a cand contac
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s and avoidclusions.
urs and yos or infectiontrol of inf
after admisthe
nfections
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rovide carecold or othct your Sta
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14 | P
d making
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15 | P a g e
All personnel providing service in a client’s home are mandated to immediately report abuse, neglect, or exploitation (including suspected) of the vulnerable individual to the administrator or designee. All alleged incidents shall be investigated and documented within three business days. If you suspect a situation involving abuse, neglect, or exploitation, immediately report the occurrence to your Case Manager or Regional Director. Specific guidelines for reporting are listed in your employee handbook. Our clients and personnel have the right to voice complaints or grievances and request changes without discrimination, reprisal, or unreasonable interruption of service. If the client has a complaint or grievance, encourage them to contact a Case Manager, Regional Director or Company Executive. All complaints or grievances will be investigated. With our client population, you may be assigned to a case where death of the client is expected and imminent. Honest, open communication is important at the end of life to ensure the best possible quality of life. If you are assigned to one these cases, the Case Manager or Regional Director will provide additional guidance. When death is expected and imminent, you should maintain frequent contact with your Case Manager. In the event of client death:
Familiarize yourself with the local reporting requirement when a death occurs in the home
Contact your Case Manager immediately once death has occurred. The Case Manager will schedule a time to pick-up supplies and the clinical record
Stay in the home until the proper notifications have occurred, including the Case Manager, family, and the physician
Release all remaining medications to the family
Complaints and Grievances
Client Death
Client Rights Violations
Within tthe impo
H A F R S
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16 | P
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17 | P a g e
2010 Payroll Schedule
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18 | P
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At this point an HR representative should have already discussed your rate of pay with you. If you have questions about your rate of pay, please contact HR.
New Year’s Day Memorial Day 4th of July Labor Day Thanksgiving Day Christmas Day
If working on a holiday, contact Payroll with questions about your hourly rate.
You will receive one hour of pay for completion of the orientation video and test
You must successfully complete the orientation test and complete your first shift to receive orientation pay (example on right )
If watching the orientation video for ongoing clinical documentation training class, talk to your Regional Director or Case Manager
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