SLA_Existing_Client_Experience.txt

Service Level Agreement: Existing Client Experience

Start of Care (Shared Key Point)
Care Solutions and Client Success Managers
Client Success Manager will contact the client prior to start of care to introduce themselves and confirm the start date and tasks for the first shift.
A Client Success Manager will be present at the start of care for Tier 1 Clients (if a success manager is not available, another team member should be appointed to complete the introduction). Client Success Manager will schedule the first introduction for all Tier 2 clients. Tier 3 intros can be conducted over the phone prior to the start of shift, if possible. No introductions will be completed for Tier 4's.
Start of Care Follow Up: Conduct informative in person meetings or phone discussions to ensure that all duties, tasks and care needs have been met.
CG Intro: Client Success Manager (RN Client Success Manager in regulated states) will meet/speak with CG prior to SOC to review tasks and duties for the client. Log CG Intro in Clear Care as a note with a CG Intro tag.
1st follow up: Phone Call or In person with the Client and/or POA, no later than 24 hours after the first shift is complete for Tier 1, Tier 2 and Tier 3 clients.
2nd follow up: Conduct In Person follow up within the initial 7 days of services for Tier 1 and Tier 2 clients.
3rd follow up: Phone Call with the POA or primary POC within the first 14 days for Tier 1 and Tier 2 clients.
All follow ups to be documented in Clear Care as an activity note using the Client Follow Up tag, within 24 hours as well as updates to Care Plan and tasks within 24 hours.
Quality Assurance Visits (QA): Client success managers will ensure that the caregiver is meeting the needs of the client.
Tier 1s: IN PERSON QA Visit one time a month (or more frequently if required by state regulations).
Tier 2: IN PERSON QA visit every 90 days for all Tier 2 clients (or as required by state regulations).
Tier 3s: Only if there is a change in condition or required by state regulations.
Tier 4s: Only if there is a change in condition or required by state regulations.
Documentation: Client Success Manager/RN Client Success Managers will log each QA visit or Reassessment under Activity note in Clear Care with QA Visit. Updated Care Plan date will be placed in the Care Goals section of Clear Care. The Care Plan and tasks updated 24 hours after QA visit.
Reassessments (Must be conducted IN PERSON): Assessment focusing on changes in home safety as well as independence levels in ADLs and IADLs.
Bi-Annually: An IN PERSON reassessment will be conducted Bi-Annually (or more frequently if required by state regulations).
Change in Condition: An IN PERSON reassessment MUST be completed anytime there is a noted change in condition.
Post-Hospitalization: An IN PERSON reassessment MUST be completed anytime a client has returned from the hospital.
Communication: All client phone calls will be returned before end of business day. Action Items requiring resolution: daily check in with the client until resolution is complete. Caregiver Call Offs: communicate within one hour. Emails within 24 hours. Text response within 2 hrs.
Service Quality/Recovery: Regional Client Success Managers are responsible for monitoring the Medallia survey results as well as the SLIs daily. Plan of correction for Medallia detractors and SLIs documented within 48 hours. If survey reflects dissatisfaction (Score of 6 or lower) same day communication with a plan of correction is required.