1 | P a g e

Professional Case Management

New Employee Orientation Guide

Updated 3/31/2010

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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

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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

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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

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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.

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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

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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

Shift Code Day Time Day DAY Mon - Fri 7 am - 7 pm Night NIGHT Mon - Fri 7 pm - 7 am Weekend Day WE-DAY Sat - Sun 7 am - 7 pm Weekend Evening WE-EVE Sat - Sun 7 pm - 7 am

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