Our purpose

Complete is a provider of home care services for Medicare, Medicaid, HCBS, VA, MCOs, insurance and private pay.  All services are provided by agency employees or contract employees.Complete continues to comply with the 1999 HCFA-mandated OASIS data collection to measure patient outcomes.  This data collection is accomplished through assessments conducted by nurses or physical therapists at Start of Care, Recertification and Discharge.  Data collected through OASIS assessments are transmitted to the state on a regular basis, and the data is read and evaluated by HCFA.

Our policies and procedures

All of Complete’s policies and procedures were reviewed and determined for Medicare/Medicaid certification, based on Medicare Conditions of Participation and all state and local rules and regulations.  Compliance of these standards stimulates health care organizations to meet or exceed these expectations in order to provide quality care on a consistent basis to the community.  The latest skilled state survey was conducted in Boulder, Brighton, Longmont, Denver and South Denver in March 2009.  

Annual Agency Evaluation

Appropriateness and quality of Agency services:

• Policies were implemented appropriately and in a timely fashion.
• Current project is in place to standardize Admission and Discharge processes.
• Agency has multiple levels of supervision, with Executive team providing oversight of entire company.  Branch managers/clinical supervisors provide reports to Executive team monthly.  Clinical supervisors and personal care supervisors both belong to teams to provide strength to their supervision of field employees.
• Continued improvement was seen in oversight and accountability in operations and regulatory compliance.

Adequacy -- does CHHC have the capacity to overcome or minimize existing or potential problems?

• Team has been established to standardize prior authorization process and create format manual with instructions for each specific insurance/payer.
• Instituted inter-office meetings with branch and corporate staff to discuss billing and payroll issues.
• Intra-office and inter-office communications were enhanced with tracking forms for payers, payer changes and contact personnel.
• Accountability was increased for full time field staff visit requirements with the addition of therapists to the protocol.

Effectiveness – do services offered by CHHC accomplish the objectives of the agency and anticipated consumer outcomes?  Are our objectives still in line with our Vision and Mission statement? 

• With the addition of the position of Quality Manager, increased focus on patient outcomes are leading to improved outcome scores and customer satisfaction.
• Services offered continue to accomplish the objectives as stated in our Vision and Mission statements.

Efficiency – Is there a minimal expenditure of resources by CHHC to achieve the desired goals and outcomes?  Where can we improve efficiency?

•  WOCN certification of two staff members, who share their knowledge with other branches, has been a cost-effective method of achieving goals and improving outcomes.
• Online training program and future point-of-care implementation also help to improve goals and improve outcomes.

Customer Satisfaction

• Complaint frequency and resolution are monitored through monthly branch management reports, with complaint investigation results included:  one complaint formally made but found to be unsubstantiated; all other complaints resolved through company process.
• Referral sources compliment CHHC and continue as referral sources; customer service continues to be a work in progress with continuing commitment to education of all staff, administrative and field employees.
• Staff job satisfaction ranks consistently high, as noted in employee surveys.  Pay rate and no mileage reimbursement are two recurring themes; staff retention is 61% and turnover 39%, with changes primarily in PCP program.
• Community relations improved with enhancement of CHHC website for ease of use and education regarding home health in general and CHHC in particular; attendance at community fairs; participation in multiple layers and levels of professional and community committees and work groups.