Patient Care Facility Accreditation Guide

Patient Care and Management Standards address Physician Interaction, Patient Rights, Patient and Family Education, and Patient Follow-up Care.

PC.1

Your business must have written policies and procedures that address the responsibility of your professional staff to provide appropriate, effective, and ethical patient care. All activities of your business must be in accordance with the ABC Code of Professional Responsibility.

Tip

Review your compliance with the ABC Code of Professional Responsibility.

Your facility must comply with the Code. This obligation includes, without limitation, the actions of its employees or independent contractors who provide patient care services for the facility, regardless of their individual credentialed status.

PC.1.1

Your written patient management policies and procedures must be:

1. Available to all staff

2. Consistently followed at each of your locations

3. Provided upon request to ABC and government officials or their authorized agents

PC.1.2

You must inform your patients of the expected time frame for delivery of items and services.

Tip

You may indicate the delivery timeframe in the patient record or provide the patient with a follow-up appointment card.

PC.2

You must have a policy that requires you to notify the healthcare prescriber within five calendar days if you determine that you cannot or will not provide the items or services that are prescribed for a patient.

Tip

For example, if a patient is referred to your facility by a healthcare prescriber for a service you do not provide, your policy requires you to notify the appropriately licensed healthcare prescriber within five calendar days if you determine that you cannot or will not provide the equipment, items, or services that are prescribed for the patient.

PC.2.1

You must maintain an appropriate fitting stock so you can effectively provide your patients with properly fitting and functioning mastectomy items. You must have a minimum fitting stock of 10 mastectomy forms and 24 bras.

Tip

If you provide mastectomy products, you must have the minimum fitting stock indicated in the standard. This fitting stock must be available for the surveyor to observe.

PC.2.2

If you provide custom fabricated or custom fitted prefabricated orthoses, prostheses or pedorthic devices, you must have access to the tools and equipment necessary to provide follow-up, including modification, adjustment, maintenance and repair of the device.

Tip

Each patient care location must have the tools and equipment needed to provide adjustments and repairs.

PC.3

You must keep documentation of all referrals, consultations and other communication from the healthcare prescriber in the patient’s record. This documentation must not be altered in any way.

Tip

Your patient records must include all referrals, consultations and other communications from an appropriately licensed healthcare prescriber. These communications must be unaltered and include the referral or prescription, the patient’s diagnosis, and clinical notes.

PC.3.1

You must provide patient care in accordance with the most recent prescription for the items or services provided. All patient care must be in accordance with the payer requirements.

Tip

Your patient records must document that the patient care was delivered according to the most current prescription and in accordance with payer-specific requirements (e.g., written instructions are given to patients, warranty information is provided). The prescription must be in the patient chart.

PC.3.2

You must verify that the patient’s record contains the current prescription and document the care provided during the encounter.

Tip

Clinical documentation must reflect assessment of the treatment plan and contain notes for every patient interaction. Documentation should address all of the elements listed in the standard.

PC.3.3

You must provide and document follow-up care consistent with the diagnosis and complexity of services provided.

Tip

The level and frequency of follow-up care depends on the types of services and items you have provided.  Consistently schedule follow-up appointments based on potential risks and the likelihood of changes in the device fit or the patient’s function over time.

PC.3.4

When providing custom fabricated or prefabricated items, the patient care provider must perform and document in the patient’s record an in-person, diagnosis-specific, clinical examination related to the patient’s use and need of the prescribed device. For example: sensory function, range of motion, joint stability, skin condition (integrity, color and temperature), presence of edema and/ or wounds, vascularity, pain, manual muscle testing, functional limitations, compliance, cognitive ability and medical history.

PC.3.4.1

The patient care provider must determine and document the appropriate orthosis, prosthesis, or pedorthic device. This determination must be based on the patient’s need and must ensure optimum therapeutic benefits and appropriate strength, durability, and function as required for the patient.

Tip

Your patient records must document your determination and rationale for the appropriate orthosis, prosthesis or pedorthic device and the appropriate materials, components and design based on the patient’s need.

PC.3.4.2

The patient care provider must formulate and document a treatment plan consistent with the prescription and must consult the healthcare prescriber when necessary.

Tip

Your patient records must document that you formulated a treatment plan for each patient and that it s consistent with the prescription. If consultation with the prescribing healthcare professional is necessary, it must be documented in the record.

PC.3.5

The patient care provider responsible for complex rehabilitative wheelchairs and assistive technology must coordinate services with the healthcare prescriber to conduct face-to-face evaluations of the patient. These evaluations must take place in an appropriate setting and include input from other members of the healthcare team.

Tip

If you provide complex rehabilitative wheelchairs or assistive technology, you must have a policy requiring coordination of these services with the prescribing healthcare professional. Your patient records must document that you coordinate services with the prescribing healthcare professional.

PC.4

The patient care provider must document in the patient’s record the patient’s goals, progress toward meeting their goals, and expected outcomes related to the use of the items or services provided. The business must maintain written policies and procedures that ensure each patient’s right to participate in decisions about the scope of treatment, including the collaborative development of goals and expected outcomes.

Tip

Patient records must document that staff established specific patient goals and expected outcomes were at the initial patient assessment. Staff may use pre- and post-care surveys, interviews, evaluations, outcome measurements, and other methods to measure the patient’s progress. This documentation is usually recorded in the record's clinical notes section.

PC.5

You must demonstrate how you inform patients about their rights, including but not limited to:

1. Confidentiality

2. After-hours contact and care

3. Timely complaint resolution

Tip

Patient records must indicate that the patient has been informed of their rights. There are many ways to do this, including requiring the patient’s signature on a copy of the patient’s rights. You can also provide a brochure, flyer, or information sheet that clearly states the patient’s rights.

PC.6

Your policies and procedures must describe how you provide information related to the setup, features, routine use, troubleshooting, cleaning, infection control practices, and maintenance of all equipment and items provided. They must also establish a mechanism to minimize cross-contamination and infection during setup, delivery, and pickup.

PC.6.1

You must provide the patient and/or caregiver with instructions for the proper care and use of the device. This patient education must be documented and must include:

1. The purpose and function of the item

2. Infection control, including the proper care, cleaning, and use of the item

3. Disclosure of the potential risks, benefits, and precautions

4. How to report any failure or malfunction

5. When and to whom to report changes in physical condition when it relates to the device

Tip

You can provide this information to your patients in a variety of ways. You can give your patients care and use information sheets, manufacturer’s guidelines or verbal instructions. An information sheet should include howto report any device failures or malfunctions and when and to whom to report changes in the patient's physical condition. No matter which method you use, document in the patient’s record that you gave these instructions.

PC.6.2

You must provide the patient and/ or caregiver with instructions on how to inspect their skin for pressure areas, redness, irritation, skin breakdown, pain or edema. This patient education must be documented in the patient’s record.

Tip

Patient records must indicate that the patient and/or caregiver have been educated on how to inspect their skin. Care and use information sheets or verbal instructions may be used.

PC.6.3

You must provide the necessary supplies (e.g., adhesives, solvents, lubricants) to attach, maintain, and clean provided items, as applicable, and information about how to obtain replacement supplies.

Tip

Patient records must reflect that the patient was provided an appropriate amount of supplies necessary for the proper use and maintenance of the devices and/or items. 

PC.6.4

For supplies provided by mail order delivery, your policies and procedures must require documentation in the patient’s record that the patient and/or caregiver(s) has received training and written instructions on the use and care of the supplies.

PC.6.5

You must make sure that the patient and/ or caregiver can use all provided equipment safely and effectively in the settings the items will be used.

Tip

You must have documentation that patients and/ or caregivers have been provided with proper instructions for the safe use of all equipment. The patient record should document that you provided this education.

PC.6.6

You must adapt the training and instruction materials to the needs, abilities, learning preferences and language of the patient and/ or caregiver.

Tip

All training and instruction materials must be in a format and manner that is understandable to all patients, including those who have communication barriers such as language differences. This also includes patients with vision, speech, hearing, and cognitive impairments. If a significant portion of your patient population speaks a language other than English, you should provide them with training and instruction materials in their native language. 

PC.6.7

The training and instructions provided to the patient and/or caregiver must be equal to the risks, complexity, and manufacturer’s instructions and/or specifications for the item provided.

Tip

Patient records and instructions must reflect that the patient has been given appropriate training on any provided equipment based on the item’s associated risks and the appropriate manufacturer’s instructions.

PC.6.8

If you provide respiratory equipment, supplies and/or services, you must provide patient andd caregiver training in accordance with the current version of the American Association for Respiratory Care Practice Guidelines.

Tip

Patient records must document that patient and caregiver training was provided in accordance with the American Association for Respiratory Care Practice Guidelines.

PC.6.9

If you provide respiratory equipment, supplies and/or services you must provide respiratory services 24 hours a day, 7 days a week as needed by the patient.

Tip

You must have staff on-call when the office is closed, and you must provde this information to your patients.

PC.7

You must have a written policy that describes how your staff will respond to evidence that a patient may be at risk from real or perceived abuse, neglect or exploitation. Your policy must address the process by which the proper authorities are notified and how you determine when to contact the appropriate community resources.

Tip

Your policy must address potential patient-at-risk issues. Your policy should include who is responsible for reporting concerns, which parties to contact, and a list of community resources available to your staff. An incident report should be used to document any specific situation in which real or perceived abuse, neglect, or exploitation is noted. You may wish to seek legal counsel to develop this policy. 

PC.8

You must have a written contingency plan that describes your response to emergencies and disasters affecting patient care in the home setting, as appropriate to the scope of services you provide. This plan must be assessed annually and the assessment must be documented.

Tip

You must document that you perform an annual review of your emergency and disaster contingency plan. You must also document any corrective actions that you have taken for any vulnerabilities identified. You can document corrective actions in staff meeting notes or as an addendum to the policy and procedure manual. Provide your staff with training on your emergency plan, and document it with sign-in sheets and a session agenda.

PC.9

You must have a written contingency plan that describes your response to after-hours and  emergency maintenance needs and must provide your patients with information and telephone numbers for customer service, regular business hours, after-hours access, item repair and emergency coverage. This information should be based in part on the criticality of services provided to assure the continuation of critical care throughout an emergency.

Tip

You can be do this by providing patients with business cards that include after-hours numbers and company website information, or a brochure that includes contact numbers for all types of identified emergency types. Staff should be trained on the contingency plan, and this training should be documented.