DSHS-ADSA COMPLAINT HOTLINE SCRIPT by tog18220

VIEWS: 9 PAGES: 10

									Following are tips to assist facility callers in understanding which menu option(s) to use
when making a report and how to bypass messages. Also provided are the questions the
hotline system prompts the caller to answer.


                        QUICK TIPS FOR USING THE HOTLINE SYSTEM
                        WHEN MAKING AN OFFICIAL FACILITY REPORT*

        Use Option 2 for facility reporting – do not use Option 1 to leave your report.
         Option 2 will take you to a set of questions pertinent to the type of incident you are reporting.
          It prompts you to leave the most complete information. If you cannot answer a question you
          can skip it by saying next after you have heard it and then pressing 1 to go to the next
          question.

        Call in only one report if you are both a **mandated reporter and making an official facility
        report (reporting on behalf of the facility).
         That report should go on the facility report line (Option 2).
         You do not have to call back and make a second report on the mandated reporter line
           (Option 1).

        Save time – Bypass Messages:
        1. Press “2” as soon as the message says….”You have reached the Residential Care Services
           complaint line………
        2. Then, as soon as the message says ……”If you know the number for the type of incident”….
           Press that number. (A lookup list for the type of incidents and their numbers follow the
           scripting).
        3. You will then be asked a series of questions. If you are unable to answer a question, say
           ….”next” then press 1 to go to the next question.

        *Facility reports are reports made by someone designated by the facility to call the report in to the state complaint hotline.

        ** Mandated reports are made by anyone identified in RCW 74.34.020 as required to report to the state complaint hotline
        concerns related to abuse, neglect, exploitation or abandonment of adults in nursing homes, boarding homes or adult family
        homes. Specifically – employees of the department, law enforcement officer, social worker, professional school personnel;
        individual provider; an employee of a facility; an operator of a facility; an employee of a social service, welfare, mental health,
        adult day care, home health, home care, hospice agency, county coroner or medical examiner, Christian science practitioner; or
        health care provider.




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  DSHS-ADSA COMPLAINT HOTLINE SCRIPT
             All callers hear this message when they call 1-800-562-6078
You have reached the Residential Care Services complaint line for Nursing Homes, Boarding Homes,
Adult Family Homes and ICF/MR facilities. If this is a life-threatening emergency, please hang up now and
dial 911.

As your concern is important, we hope you will leave a message on this system, as it is the fastest way
for us to respond to your concerns. However, if you prefer to mail or fax your concerns to us, please call
1-800-422-3263 for the mailing address or confidential fax number. Your report will remain confidential
and you have the option of remaining anonymous.

To begin your report, please listen carefully and choose from the following two choices. We will call you
between the hours of 8 AM to 4:30 PM, Monday through Friday if we need more information.

Press 1 if you are a resident, relative, community member, agency member, mandated reporter or
employee with a concern about resident abuse, neglect, rights or exploitation.

Press 2 if you are calling to make an official facility report for a nursing home, ICFMR facility, boarding
home or an adult family home. If at any time you wish to skip a question, after you have heard the
question, say “next” and press 1.

              Callers that choose the “Press 1” option hear this message

Thank you for calling in your concern, and as you leave your information, please make every effort to
include the following:

State your concern, when it first happened and if it continues to be a problem. State the name of the
person you are concerned about and the address where they live. If you suspect a perpetrator, state their
name and how they relate to this concern.

If you would like us to call you back, leave your telephone number including area code, and the best time
to call you between 8 AM and 4:30 PM, Monday through Friday. Staff checks for new messages every
two hours and calls are processed as quickly as possible. To make sure our staff can reach you, please
leave all your contact numbers and times you may be reached during the 24 hours following your call to
the hotline.

You may listen to this message again, by pressing the star key and returning to the main menu.




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               Callers that choose the “Press 2” option hear this list
If you know the number for the type of incident you are calling to report, you may press that number now
or select from the following list:

If you are placing a follow-up call, press 1.

If you have a resident-to-resident incident to report, press 2 now.

If you have a staff-to-resident incident to report, press 3 now.

If you have an injury of unknown source to report, press 4 now.

If you would like to report a resident fall, press 5 now.

If you suspect exploitation or misappropriation of resident property, press 6 now.

If you would like to report any other type of resident related incident, press 7 now.

If you have a medication error to report, press 8 now.

To repeat this menu, press 9 now.

To return to the main menu, please press the star key.
       Callers that are calling back to leave a short message choose 1.
                         This is called a Follow-up call.
   This section is for leaving follow-up information for an incident previously reported to the hotline.
    Listen carefully to the question, wait for the tone, and speak slowly and clearly. To begin, please state
    & spell your first and last name and give your job title, then press 1.

   State the facility name, type of facility, address and phone number. Remember, if you cannot answer
    a question, say “next” and press 1 to go to the next question.

   State & spell the first and last name of all residents involved in this incident, including their gender.

   State and spell the first and last name of the alleged perpetrators. Describe actions taken regarding
    the perpetrator.

   State the date the initial report was called to the hotline including the name and job title of the person
    who called it in.

   What is the conclusion of the investigation?

   What preventative measures have been put in place to prevent a recurrence?

   State any other pertinent information.

   To return to the main menu, press the star key, or, to make another report, press one. Thank you.



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           Callers that want to report a Resident to Resident Incident,
                          choose 2 from the above list.
   This section is designed to record reports of resident-to-resident incidents in Residential Care
    Facilities. You will be asked a series of questions. Listen carefully to the questions, wait for the tone,
    and speak slowly and clearly. To begin, please state & spell your first and last name and give your job
    title, then press 1.

   State the facility name, type of facility, address and phone number. Remember, if you cannot answer
    a question, say “next” and press 1 to go to the next question.

   State & spell the first and last name of all residents involved including their gender.

   State the primary diagnosis for each resident involved

   State the mental status for each resident involved

   State the ambulatory status for each resident involved. If they are wheelchair bound, do they self
    propel? Were they using an assistive device to ambulate when the incident occurred?

   State the transfer status of each resident involved.

   Were the doctors, responsible parties and all appropriate agencies notified? If yes, indicate who and
    when.

   State the time and date of the incident.

   Was the incident sexual in nature?

   Describe the incident including any injuries sustained by the residents involved. If the incident
    resulted in an injury, include the size, shape, color and location on the body

   Was the incident isolated or a pattern of behavior

   Who witnessed the incident?

   Was any treatment required? If yes, will additional care be needed?

   Was the care plan followed when the incident occurred?

   What measures were taken to ensure staff and responsible parties were notified of the changes to the
    care plan?

   State any other pertinent information.
   To return to the main menu, press the star key, or, to make another report, press one. Thank you.




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              Callers that want to report a Staff to Resident incident,
                           choose 3 from the above list.
   This section is designed to record reports of staff-to-resident incidents in Residential Care Facilities. You
    will be asked a series of questions. Listen carefully to the questions, wait for the tone, and speak slowly
    and clearly. To begin, please state & spell your first and last name and give your job title, then press 1.

   State the facility name, type of facility, address and phone number. Remember, if you cannot answer a
    question, say “next” and press 1 to go to the next question

   State & spell the first and last name of all residents involved including their gender.

   State the primary diagnosis for each resident involved

   State the mental status for each resident involved

   State the ambulatory status for each resident involved. If they are wheelchair bound, do they self propel?
    Were they using an assistive device to ambulate when the incident occurred?

   State the transfer status of each resident involved

   State and spell the first and last name of the employees involved, including the middle initial, and give
    their job title.

   State the employee’s date of birth, date of hire and social security number.

   Does the employee have previous warnings or incidents at your facility concerning conduct with
    residents?

   What action was taken with the employee? If suspended or terminated, include the date.

   Were the doctors, responsible parties and all appropriate agencies notified? If yes, indicate who and
    when.

   State the time and date of the incident or allegation and when it was made

   Was the incident or allegation sexual in nature?

   Describe the incident or allegation including any injuries sustained by the resident involved. If the incident
    resulted in an injury, include the size, shape, color and location on the body

   Who witnessed the incident?

   Describe measures taken to protect the resident during the investigation and to prevent recurrences.

   Was there evidence of psychological harm? If so, describe it.

   Was any treatment required? If yes, will additional care be needed?

   State any other pertinent information.
   To return to the main menu, press the star key, or, to make another report, press one. Thank you.


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            Callers that want to report an Injury of Unknown Source,
                           press 4 from the above list.
   This section is designed to record reports of injuries of unknown source for residents in Residential
    Care Facilities. You will be asked a series of questions. Listen carefully to the questions, wait for the
    tone, and speak slowly and clearly. To begin, please state & spell your first and last name and give
    your job title, then press 1.

   State the facility name, type of facility, address and phone number. Remember, if you cannot answer
    a question, say “next” and press 1 to go to the next question

   State & spell the first and last name of all residents involved including their gender.

   State the primary diagnosis for each resident involved

   State the mental status for each resident involved

   State the ambulatory status for each resident involved. If they are wheelchair bound, do they self
    propel? Were they using an assistive device to ambulate when the incident occurred?

   State the transfer status of each resident involved

   Were the doctors, responsible parties and all appropriate agencies notified? If yes, indicate who and
    when.

   State the time and date when the injury was sustained or discovered and if the resident has had a
    similar injury within the last 3 months.

   Was the incident sexual in nature?

   Describe the injury including the size, shape, color and location on the body.

   What treatment did the injury require? Will additional care be needed?

   Was the care plan followed when the incident occurred?

   What measures were taken to ensure staff and responsible parties were notified of the changes to the
    care plan?

   State any other pertinent information.

   To return to the main menu, press the star key, or to make another report, press one. Thank you.




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                        Callers that want to report a Resident Fall,
                                press 5 from the above list.
   This section is designed to report resident falls in Residential Care Facilities. You will be asked a
    series of questions. Listen carefully to the questions, wait for the tone, and speak slowly and clearly.
    To begin, please state & spell your first and last name and give your job title, then press 1.

   State the facility name, type of facility, address and phone number. Remember, if you cannot answer
    a question, say “next” and press 1 to go to the next question

   State & spell the first and last name of all residents involved including their gender.

   State the primary diagnosis for each resident involved

   State the mental status for each resident involved

   State the ambulatory status for each resident involved. If they are wheelchair bound, do they self
    propel? Were they using an assistive device to ambulate when the incident occurred?

   State the transfer status of each resident involved

   Were the doctors, responsible parties and all appropriate agencies notified? If yes, indicate who and
    when.

   State the time and date the fall occurred and if the resident has had other falls within the last 12
    months.

   Did the fall result in an injury and, if so, describe the injury including the size, shape, color and
    location on the body.

   Was treatment required? Will additional care be needed?

   Describe the fall and if it was witnessed, indicate who observed it.

   If staff was involved, state their name and explain the circumstances.

   Was the care plan followed when the incident occurred?

   What measures were taken to ensure staff and responsible parties were notified of the changes to the
    care plan?

   State any other pertinent information.

   To return to the main menu, press the star key, or to make another report, press one. Thank you.




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             Callers that want to make a report about Exploitation or
            Misappropriation of Property, press 6 from the above list.
   This section is designed to record reports of exploitation or misappropriation of property for residents
    in Residential Care Facilities. You will be asked a series of questions. Listen carefully to the
    questions, wait for the tone, and speak slowly and clearly. To begin, please state & spell your first and
    last name and give your job title, then press 1.

   State the facility name, type of facility, address and phone number. Remember, if you cannot answer
    a question, say “next” and press 1 to go to the next question

   State & spell the first and last name of all residents involved including their gender.

   State the primary diagnosis for each resident involved

   State the mental status for each resident involved

   Is there an alleged perpetrator? If so, state the person’s name and job title or relationship to the
    resident.

   If the alleged perpetrator is an employee, what is the employee’s date of birth, date of hire and social
    security number?

   Were the doctors, responsible parties and all appropriate agencies notified? If yes, indicate who and
    when.

   If known, state the time and date the incident first took place or was first suspected.

   Describe the alleged exploitation or misappropriation of property including the dollar amount and
    indicate if the problem is still ongoing.

   Was local law enforcement notified? If so, which agency and what is the case number?

   What action has been taken to prevent recurrences?

   State any other pertinent information.

   To return to the main menu, press the star key, or to make another report, press one. Thank you.




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    Callers that want to report any Other Type of Resident Related Incident
                           press 7 from the above list.
    This section is designed to record reports of miscellaneous types of resident incidents in Residential
     Care Facilities. You will be asked a series of questions. Listen carefully to the questions, wait for the
     tone, and speak slowly and clearly. To begin, please state & spell your first and last name and give
     your job title, then press 1.

    State the facility name, type of facility, address and phone number. Remember, if you cannot answer
     a question, say “next” and press 1 to go to the next question

    State & spell the first and last name of all residents involved including their gender.

    State the primary diagnosis for each resident involved

    State the mental status for each resident involved

    State the ambulatory status for each resident involved. If they are wheelchair bound, do they self
     propel? Were they using an assistance device to ambulate when the incident occurred?

    State the transfer status of each resident involved

    Is there an alleged perpetrator? If so, state the persons name or relationship to the resident.

    Were the doctors, responsible parties and all appropriate agencies notified? If yes, indicate who and
     when.

    State the time and date of the incident.

    Was the incident sexual in nature?

    Describe the incident including any injuries sustained by the resident. If the incident resulted in an
     injury, include the size, shape, color and location on the body. If an elopement, are they their own
     responsible party?

    Was any treatment required? If yes, will additional care be needed?

    Who witnessed the incident?

    Was local law enforcement notified? If so, which agency and what is the case number?

    Was there evidence of psychological harm? If so, describe it.

    What action has been taken to prevent recurrences?

    State any other pertinent information.

    To return to the main menu, press the star key, or to make another report, press one. Thank you.




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                     Callers that want to report a Medication Error,
                               press 8 from the above list.
   This section is designed to record reports of medication errors for residents residing in Residential
    Care Facilities. You will be asked a series of questions. Listen carefully to the questions, wait for the
    tone, and speak slowly and clearly. To begin, please state & spell your first and last name and give
    your job title, then press 1.

   State the facility name, type of facility, address and phone number. Remember, if you cannot answer
    a question, say “next” and press 1 to go to the next question.

   State & spell the first and last name of all residents involved including their gender.

   State the primary diagnosis for each resident involved

   State the mental status for each resident involved

   For any employees that were involved, state and spell their full name including the       middle initial, job
    title, date of birth, date of hire and social security number.

   State if employees are licensed, certified or registered and what type.

   Describe the action, if any, taken with the employee

   Were the doctor, responsible parties and all appropriate agencies notified? If yes, indicate who and
    when.

   State the time and date of the medication error. Include the name of the medication and the dose.

   Describe the error and when it was discovered

   What treatment, if any, was required for the resident?

   State any other pertinent information.

   To return to the main menu, press the star key, or, to make another report, press 1. Thank you.



View Dear Administrator Letter – ADSA: NH #2003-030: Complaint Hotline Improvements




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