basics of hospice volunteer management - ahvrp … · 2013-10-16 · • review and document with a...

Honoring the Spirit of Service

Quantifying the Quality of the Care We Provide

‹#› Association for Healthcare Volunteer Resource Professionals | W: www.ahvrp.org | E: [email protected] | P: 312.422.3939 | F: 312.422.4579

Basics of Hospice

Volunteer Management Mauna Cowan

Hospice Volunteer Coordinator

Parkview Home Health & Hospice

[email protected]

260-373-9800

Format provided by AHVRP.

Content courtesy of Mauna Cowan.

mailto:[email protected]




Objectives:

• Identify sources for regulation and

program development

• Identify program standards

• Identify statistics to report to administration




Regulatory Resources

• Federal http://www.cms.gov/Medicare/Medicare-Fee-for-Service-Payment/Hospice/index.html

– Conditions of Participation (CoPs) http://www.gpo.gov/fdsys/pkg/FR-2008-06-05/pdf/08-1305.pdf (See hand out #1

Federal Regulations)

• State http://www.nhpco.org/regulatory/state-specific-resources and select specific state or search

‘state’.gov site

http://www.cms.gov/Medicare/Medicare-Fee-for-Service-Payment/Hospice/index.html









http://www.gpo.gov/fdsys/pkg/FR-2008-06-05/pdf/08-1305.pdf









http://www.nhpco.org/regulatory/state-specific-resources








Federal • Began in 1982

• Made permanent in 1986

• Revised in 2008

• CoPs are 133 pages

– Part 418 Hospice Care begins on page 117

– 418.78 Conditions of participation, Volunteers.




State • State regulations may have additional

requirements and may require licensure

• Example from Indiana

– “…shall apply, not more than three (3)

business days after the date that an employee

or a volunteer begins to provide hospice

services, for a copy of the employee's or

volunteer's limited criminal history…”




Accreditation

• Provide objective external review

• Insure performance above the minimum

standard and compliance with CoPs and State

regulations

• Providers who seek deemed status reduce the

number of site visits from different agencies, as

accreditation can replace state surveys




Accrediting Organizations • Accreditation Commission for Health Care

– ACHC

• Community Health Accreditation Program

– CHAP

• The Joint Commission

– TJC

• Other




Volunteer Management Resources

• National Hospice and Palliative Care

Organization (NHPCO)

• Association of Healthcare Volunteer

Resource Professionals (AHVRP)

• Agency policies and guidelines




NHPCO NHPCO has been a leader in End of Life

Care since 1978 when it began as the

National Hospice Organization.

NHPCO . . .

..offers premier education opportunities

..works to preserve and expand access to end of life

..is a wonderful resource for Hospice specific

volunteer management information




NHPCO Crosswalk*

NHPCO offers members resources to

meet a variety of regulations, as seen in

their Crosswalk publication.

*copied from: NHPCO’s Standards of Practice for Hospice Programs

(2010) Crosswalk to: Medicare Conditions of Participation (CoPs); The

Joint Commission (TJC); Community Health Accreditation Program (CHAP);

Accreditation Commission for Health Care, Inc., (ACHC); National Quality

Forum Preferred Practices/Clinical Practice Guidelines for Quality Palliative

Care




Crosswalk Example* • NHPCO Standard (2010)

– WE 9 Hospice utilizes and values specially trained, caring volunteers that are capable of assisting the population served by the hospice.

• Medicare CoPs – CoP 418.78

• Joint Commission – LD.04.03.01 EP16

• CHAP – HII.2t; HIII.1j

• ACHC – S. 917, Cr. A & C

• NQF Preferred Practices [Clinical Practice Guidelines] – D1PP1; [D1 Guideline 1.4]




AHVRP Management Resources

• Listserv

• Webinars

• Publications – Assessment of the Department of Volunteer Services in a Health Care Institution

- 4th Edition (2012)

– In a Nutshell - A Comprehensive Resource for Healthcare Volunteer

Management- 2nd Edition (2012)

– Constant Readiness 2nd Edition (2011): Recommended Practices for Joint

Commission Standards

– Healthcare Volunteer Orientation (2011)

– ACE IT - Annual Education, Competency and Evaluations of Performance (2009)

• Certification




Agency Policies and Guidelines • Use System or Agency policies when possible

– Code of Conduct

– Standards of Behavior

– Conflict of Interest

– Confidentiality

– Volunteer Injuries

– Other

• Review and document with a quiz – Home Safety policies

– Personnel Safety policies

– Hand washing policy

– Other




Volunteer Department

Policy and Procedure • Policies

– Volunteer services

– Recruitment

– Medical Records

– Training and Orientation

– Retention

– Emergency Preparedness

– Dress Policy

– Volunteer Placement

– Volunteer Supervision

– Volunteer Evaluations

– Volunteer Bag




Volunteer Department Policy and Procedure Continued

• Policies continued – Competency

– Other

• Review and document with a quiz – Emergency/Time of Death policy

– Patient’s Bill of Rights

– Home Safety

– Personnel Safety policies

– Documentation

– Annual Mandatory Training

– Elder Justice Act




Standards to document

• Training – Copies of agenda and attendance records for office and each

volunteers file

• Recruiting – Copies of or details about--newspaper/newsletter articles, health fairs

and programs presented

• Retention – Copies of newsletters, invitations to celebrations, emails, cards




Standards to document Continued

• Cost Savings – Independent Sector Value of a Volunteer Hour http://www.independentsector.org/volunteer_time

• National Value of a Volunteer Hour: 2011--$21.79; 2012--$22.14

• State Value of a Volunteer Hour:

– Puerto Rico: $11.39

– Indiana: $18.33

– Dist. of Columbia: $34.04

– HandsOn Network

http://www.handsonnetwork.org/tools/volunteercalculator

• Economic Impact of Volunteers Calculator created by Points of

Light, places a value on volunteers task

http://www.independentsector.org/volunteer_time

http://www.handsonnetwork.org/tools/volunteercalculator





• Mileage if not reimbursed

• Level of Activity – “…day-to-day administrative and/or direct patient care

services in an amount that, at a minimum, equals 5

percent of the total patient care hours of all paid

hospice employees and contract staff . . .” • Staff hours – do not count vacation, paid time off, illness

• Volunteer hours – do not count fundraising; IDT meeting

attendance; training unless it is for a specific patient; travel time

unless it is included in Staff hour total; sewing, knitting, crocheting

– Administrative





• Level of Activity Continued • Direct Patient Care

o Be able to quickly access list of volunteers and their

patient assignments (See handout #2 Sample Assignment

List)

o Insure that Volunteer contacts are documented and match

doctors frequency orders

o Have a plan to insure that volunteer care plans are

updated and information shared with volunteers

o Review every activity record and contact volunteers with

any concerns about documentation or activities, document

conversations




Additional statistics to track (See handout #3 Stats)

• Number of volunteers active monthly – Visiting patients

– Helping in the office

• Percent of patients visited by volunteers

monthly




Additional statistics to track Continued (See handout #3 Stats)

• Number of patients visited monthly

PATIENTS VISITED

3635

32

27

22

33

28

25

33

41

32

2830

3534

33

3031

35

47

3941

3533

0

10

20

30

40

50

J F M A M J J A S O N D

MONTH

NU

MB

ER

OF

PA

TIE

NTS

VIS

ITE

D

2011 2012




Conclusion:

• Know CoPs, Standards, agency policies

• Evaluate your program based on them

• Document improvement plans, short and long term, to correct possible program deficiencies




Ideas?

Questions?

basics of hospice volunteer management - ahvrp … · 2013-10-16 · • review and document with a...

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