The long term care industry has regulations that require you to be attentive to the quality of care and quality of life you deliver to your residents. Communities should place a much greater emphasis on the Quality Assurance/Performance Improvement (QAPI) process, coupled with a proactive and ongoing risk management program.
Importance of QAPI and Risk Management
The QAPI process can no longer just be the quarterly meeting of supervisors who discuss a prearranged agenda of items that, in reality, have no real bearing on your current situation. The QAPI process must be a dynamic process that is active every day of the week and includes all members of the workforce.
As for risk management, it too must rise to the forefront of your agenda. No longer can care providers be satisfied with the “mock survey” approach. Risk management is more encompassing, and although it includes components of the mock survey, it also includes such items as:
- First impressions
- Customer satisfaction
- Focused review of particular high-risk areas such as falls, elopement, pressure sores, and medication management
Mock surveys tend to identify and treat only the symptoms, whereas a dynamic risk assessment identifies root causes and delineates measures for corrective action to mitigate the potential for future risk.
How to Start Implementing Risk Management
An important part of implementing risk management is to begin by looking at where the community lies in regard to the CMS Five-Star Quality Rating System. Create risk management programs to address each component of the system and conduct ongoing reviews of progress. Develop a review process of customer satisfaction surveys, first impressions inspections, and quality-of-life reviews to set the stage for delivery of care in an environment of hospitality—which is absolutely critical to serving the needs of residents and their families.
For a deeper understanding of the importance of hospitality, review the most recent revisions to regulations and guidance, such as the culture change language included in the resident rights regulations.
Customer Satisfaction Mitigates Risk
A key component of an effective risk management program is ensuring that residents and families are satisfied with the quality of care and quality of life. Train the entire workforce in customer service and hospitality, and treat residents and families with dignity and respect. It will go miles in mitigating risk. It's important to remember that the way that management treats staff, and how staff treat one another, has a direct affect on how staff treat residents and families.
In a model of risk management, quality of care is more global and more encompassing than we might imagine. In order to have a dynamic quality of care and quality of life model positively operating in the whole environment, we must consider all participants, including all residents, families, and members of the workforce.
Never Stop Educating Caregivers
Another important part of a successful risk management process is education. If staff members involved in delivering the highest possible quality of care and quality of life are unfamiliar with the regulations and expectations of those being served, the likelihood for success is doubtful. Meeting only the basic requirements established by the governing agencies no longer meets the needs of our residents and families.
Successful risk management programs have continuing educational opportunities that offer a variety of approaches. Merely having a set of outdated videos that are used as the sole means of education is no longer acceptable. Use other affordable resources such as guest speakers, online educational opportunities, local and regional conferences, and other similar opportunities to educate all members of the workforce.
A successful risk management program should include all participants in the process of delivering the highest quality of care and quality of life.
Next Steps
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