Basics of Hospice Volunteer Management - AHVRP … · 2013-10-16 · • Review and document with a...
Transcript of Basics of Hospice Volunteer Management - AHVRP … · 2013-10-16 · • Review and document with a...
Honoring the Spirit of Service
Quantifying the Quality of the Care We Provide
‹#› Association for Healthcare Volunteer Resource Professionals | W: www.ahvrp.org | E: [email protected] | P: 312.422.3939 | F: 312.422.4579
Basics of Hospice
Volunteer Management Mauna Cowan
Hospice Volunteer Coordinator
Parkview Home Health & Hospice
260-373-9800
Format provided by AHVRP.
Content courtesy of Mauna Cowan.
Honoring the Spirit of Service
Quantifying the Quality of the Care We Provide
‹#› Association for Healthcare Volunteer Resource Professionals | W: www.ahvrp.org | E: [email protected] | P: 312.422.3939 | F: 312.422.4579
Objectives:
• Identify sources for regulation and
program development
• Identify program standards
• Identify statistics to report to administration
Honoring the Spirit of Service
Quantifying the Quality of the Care We Provide
‹#› Association for Healthcare Volunteer Resource Professionals | W: www.ahvrp.org | E: [email protected] | P: 312.422.3939 | F: 312.422.4579
Regulatory Resources
• Federal http://www.cms.gov/Medicare/Medicare-Fee-for-Service-Payment/Hospice/index.html
– Conditions of Participation (CoPs) http://www.gpo.gov/fdsys/pkg/FR-2008-06-05/pdf/08-1305.pdf (See hand out #1
Federal Regulations)
• State http://www.nhpco.org/regulatory/state-specific-resources and select specific state or search
‘state’.gov site
Honoring the Spirit of Service
Quantifying the Quality of the Care We Provide
‹#› Association for Healthcare Volunteer Resource Professionals | W: www.ahvrp.org | E: [email protected] | P: 312.422.3939 | F: 312.422.4579
Federal • Began in 1982
• Made permanent in 1986
• Revised in 2008
• CoPs are 133 pages
– Part 418 Hospice Care begins on page 117
– 418.78 Conditions of participation, Volunteers.
Honoring the Spirit of Service
Quantifying the Quality of the Care We Provide
‹#› Association for Healthcare Volunteer Resource Professionals | W: www.ahvrp.org | E: [email protected] | P: 312.422.3939 | F: 312.422.4579
State • State regulations may have additional
requirements and may require licensure
• Example from Indiana
– “…shall apply, not more than three (3)
business days after the date that an employee
or a volunteer begins to provide hospice
services, for a copy of the employee's or
volunteer's limited criminal history…”
Honoring the Spirit of Service
Quantifying the Quality of the Care We Provide
‹#› Association for Healthcare Volunteer Resource Professionals | W: www.ahvrp.org | E: [email protected] | P: 312.422.3939 | F: 312.422.4579
Accreditation
• Provide objective external review
• Insure performance above the minimum
standard and compliance with CoPs and State
regulations
• Providers who seek deemed status reduce the
number of site visits from different agencies, as
accreditation can replace state surveys
Honoring the Spirit of Service
Quantifying the Quality of the Care We Provide
‹#› Association for Healthcare Volunteer Resource Professionals | W: www.ahvrp.org | E: [email protected] | P: 312.422.3939 | F: 312.422.4579
Accrediting Organizations • Accreditation Commission for Health Care
– ACHC
• Community Health Accreditation Program
– CHAP
• The Joint Commission
– TJC
• Other
Honoring the Spirit of Service
Quantifying the Quality of the Care We Provide
‹#› Association for Healthcare Volunteer Resource Professionals | W: www.ahvrp.org | E: [email protected] | P: 312.422.3939 | F: 312.422.4579
Volunteer Management Resources
• National Hospice and Palliative Care
Organization (NHPCO)
• Association of Healthcare Volunteer
Resource Professionals (AHVRP)
• Agency policies and guidelines
Honoring the Spirit of Service
Quantifying the Quality of the Care We Provide
‹#› Association for Healthcare Volunteer Resource Professionals | W: www.ahvrp.org | E: [email protected] | P: 312.422.3939 | F: 312.422.4579
NHPCO NHPCO has been a leader in End of Life
Care since 1978 when it began as the
National Hospice Organization.
NHPCO . . .
..offers premier education opportunities
..works to preserve and expand access to end of life
..is a wonderful resource for Hospice specific
volunteer management information
Honoring the Spirit of Service
Quantifying the Quality of the Care We Provide
‹#› Association for Healthcare Volunteer Resource Professionals | W: www.ahvrp.org | E: [email protected] | P: 312.422.3939 | F: 312.422.4579
NHPCO Crosswalk*
NHPCO offers members resources to
meet a variety of regulations, as seen in
their Crosswalk publication.
*copied from: NHPCO’s Standards of Practice for Hospice Programs
(2010) Crosswalk to: Medicare Conditions of Participation (CoPs); The
Joint Commission (TJC); Community Health Accreditation Program (CHAP);
Accreditation Commission for Health Care, Inc., (ACHC); National Quality
Forum Preferred Practices/Clinical Practice Guidelines for Quality Palliative
Care
Honoring the Spirit of Service
Quantifying the Quality of the Care We Provide
‹#› Association for Healthcare Volunteer Resource Professionals | W: www.ahvrp.org | E: [email protected] | P: 312.422.3939 | F: 312.422.4579
Crosswalk Example* • NHPCO Standard (2010)
– WE 9 Hospice utilizes and values specially trained, caring volunteers that are capable of assisting the population served by the hospice.
• Medicare CoPs – CoP 418.78
• Joint Commission – LD.04.03.01 EP16
• CHAP – HII.2t; HIII.1j
• ACHC – S. 917, Cr. A & C
• NQF Preferred Practices [Clinical Practice Guidelines] – D1PP1; [D1 Guideline 1.4]
Honoring the Spirit of Service
Quantifying the Quality of the Care We Provide
‹#› Association for Healthcare Volunteer Resource Professionals | W: www.ahvrp.org | E: [email protected] | P: 312.422.3939 | F: 312.422.4579
AHVRP Management Resources
• Listserv
• Webinars
• Publications – Assessment of the Department of Volunteer Services in a Health Care Institution
- 4th Edition (2012)
– In a Nutshell - A Comprehensive Resource for Healthcare Volunteer
Management- 2nd Edition (2012)
– Constant Readiness 2nd Edition (2011): Recommended Practices for Joint
Commission Standards
– Healthcare Volunteer Orientation (2011)
– ACE IT - Annual Education, Competency and Evaluations of Performance (2009)
• Certification
Honoring the Spirit of Service
Quantifying the Quality of the Care We Provide
‹#› Association for Healthcare Volunteer Resource Professionals | W: www.ahvrp.org | E: [email protected] | P: 312.422.3939 | F: 312.422.4579
Agency Policies and Guidelines • Use System or Agency policies when possible
– Code of Conduct
– Standards of Behavior
– Conflict of Interest
– Confidentiality
– Volunteer Injuries
– Other
• Review and document with a quiz – Home Safety policies
– Personnel Safety policies
– Hand washing policy
– Other
Honoring the Spirit of Service
Quantifying the Quality of the Care We Provide
‹#› Association for Healthcare Volunteer Resource Professionals | W: www.ahvrp.org | E: [email protected] | P: 312.422.3939 | F: 312.422.4579
Volunteer Department
Policy and Procedure • Policies
– Volunteer services
– Recruitment
– Medical Records
– Training and Orientation
– Retention
– Emergency Preparedness
– Dress Policy
– Volunteer Placement
– Volunteer Supervision
– Volunteer Evaluations
– Volunteer Bag
Honoring the Spirit of Service
Quantifying the Quality of the Care We Provide
‹#› Association for Healthcare Volunteer Resource Professionals | W: www.ahvrp.org | E: [email protected] | P: 312.422.3939 | F: 312.422.4579
Volunteer Department Policy and Procedure Continued
• Policies continued – Competency
– Other
• Review and document with a quiz – Emergency/Time of Death policy
– Patient’s Bill of Rights
– Home Safety
– Personnel Safety policies
– Documentation
– Annual Mandatory Training
– Elder Justice Act
Honoring the Spirit of Service
Quantifying the Quality of the Care We Provide
‹#› Association for Healthcare Volunteer Resource Professionals | W: www.ahvrp.org | E: [email protected] | P: 312.422.3939 | F: 312.422.4579
Standards to document
• Training – Copies of agenda and attendance records for office and each
volunteers file
• Recruiting – Copies of or details about--newspaper/newsletter articles, health fairs
and programs presented
• Retention – Copies of newsletters, invitations to celebrations, emails, cards
Honoring the Spirit of Service
Quantifying the Quality of the Care We Provide
‹#› Association for Healthcare Volunteer Resource Professionals | W: www.ahvrp.org | E: [email protected] | P: 312.422.3939 | F: 312.422.4579
Standards to document Continued
• Cost Savings – Independent Sector Value of a Volunteer Hour http://www.independentsector.org/volunteer_time
• National Value of a Volunteer Hour: 2011--$21.79; 2012--$22.14
• State Value of a Volunteer Hour:
– Puerto Rico: $11.39
– Indiana: $18.33
– Dist. of Columbia: $34.04
– HandsOn Network
http://www.handsonnetwork.org/tools/volunteercalculator
• Economic Impact of Volunteers Calculator created by Points of
Light, places a value on volunteers task
Honoring the Spirit of Service
Quantifying the Quality of the Care We Provide
‹#› Association for Healthcare Volunteer Resource Professionals | W: www.ahvrp.org | E: [email protected] | P: 312.422.3939 | F: 312.422.4579
Standards to document Continued
• Mileage if not reimbursed
• Level of Activity – “…day-to-day administrative and/or direct patient care
services in an amount that, at a minimum, equals 5
percent of the total patient care hours of all paid
hospice employees and contract staff . . .” • Staff hours – do not count vacation, paid time off, illness
• Volunteer hours – do not count fundraising; IDT meeting
attendance; training unless it is for a specific patient; travel time
unless it is included in Staff hour total; sewing, knitting, crocheting
– Administrative
Honoring the Spirit of Service
Quantifying the Quality of the Care We Provide
‹#› Association for Healthcare Volunteer Resource Professionals | W: www.ahvrp.org | E: [email protected] | P: 312.422.3939 | F: 312.422.4579
Standards to document Continued
• Level of Activity Continued • Direct Patient Care
o Be able to quickly access list of volunteers and their
patient assignments (See handout #2 Sample Assignment
List)
o Insure that Volunteer contacts are documented and match
doctors frequency orders
o Have a plan to insure that volunteer care plans are
updated and information shared with volunteers
o Review every activity record and contact volunteers with
any concerns about documentation or activities, document
conversations
Honoring the Spirit of Service
Quantifying the Quality of the Care We Provide
‹#› Association for Healthcare Volunteer Resource Professionals | W: www.ahvrp.org | E: [email protected] | P: 312.422.3939 | F: 312.422.4579
Additional statistics to track (See handout #3 Stats)
• Number of volunteers active monthly – Visiting patients
– Helping in the office
• Percent of patients visited by volunteers
monthly
Honoring the Spirit of Service
Quantifying the Quality of the Care We Provide
‹#› Association for Healthcare Volunteer Resource Professionals | W: www.ahvrp.org | E: [email protected] | P: 312.422.3939 | F: 312.422.4579
Additional statistics to track Continued (See handout #3 Stats)
• Number of patients visited monthly
PATIENTS VISITED
3635
32
27
22
33
28
25
33
41
32
2830
3534
33
3031
35
47
3941
3533
0
10
20
30
40
50
J F M A M J J A S O N D
MONTH
NU
MB
ER
OF
PA
TIE
NTS
VIS
ITE
D
2011 2012
Honoring the Spirit of Service
Quantifying the Quality of the Care We Provide
‹#› Association for Healthcare Volunteer Resource Professionals | W: www.ahvrp.org | E: [email protected] | P: 312.422.3939 | F: 312.422.4579
Conclusion:
• Know CoPs, Standards, agency policies
• Evaluate your program based on them
• Document improvement plans, short and long term, to correct possible program deficiencies
Honoring the Spirit of Service
Quantifying the Quality of the Care We Provide
‹#› Association for Healthcare Volunteer Resource Professionals | W: www.ahvrp.org | E: [email protected] | P: 312.422.3939 | F: 312.422.4579
Ideas?
Questions?