WHEN KIDS PLAY
POLICIES AND PROCEDURES
Thank you for choosing WHEN KIDS PLAY as your home health therapy provider. You and your child's medical needs, treatment, safety, and well being are of paramount importance to us. We are committed to working as a team with you, your family, and other healthcare providers to support community-based care that is well coordinated to meet the patient's needs in the home setting. Our goal is to lessen the stressful impact of a patient's condition while providing quality medical care for the patient. Our staff members expect and welcome the parent/caregiver involvement in development, planning, and implementation of care for the patient. Your questions about care are welcome. We will do our best to answer or seek answers to your questions regarding the care and treatment provided to the patient. We are committed to uphold the rights of our clients as healthcare patients and recognize our responsibilities in providing services.
STARTING CARE / ADMISSION:
The first step in the admission process is for us to get to know you, the patient (child), and your family and to help identify needed services. We will determine which services required could be provided directly by WHEN KIDS PLAY, and which may be provided through coordination with other organizations. Admission to the agency must be accompanied by the direction of a physician including a physician referral for services. We will need information regarding the patient's medical condition and history, medications and current treatments, family medical history, and medical records review when applicable.
HOURS OF OPERATION AND AFTER HOURS COVERAGE
Our office is open Monday through Friday from 8:00am to 5:00pm, except during company holidays. You may contact us by calling 817-475-3358 or emailing lbrown@whenkidsplay.com. After hours and weekends/holidays you may leave a voice message, text, or email at the contacts above. In the case of an emergency, go to the nearest emergency room or call 911.
WEATHER / EMERGENCY ARRANGEMENTS:
During extreme weather conditions we will make every effort to provide for the safety of patients and family who are in the process of receiving care from our staff. Safety of all staff, patients, and families will be considered first in the provision / rescheduling decisions for care. Care provided during emergency conditions will be scheduled on a prioritized basis. We will attempt to contact you, the family, in the event we must reschedule or cancel a home care visit. In the event of extreme weather and /or utilities failures, please attend to emergency broadcast methods for your area.
SCHEDULING
Scheduling is arranged between the family and the direct care provider. In the event that a staff member cancels, we will make every attempt to meet plan of care (number of visits recommended) including rescheduling missed visits or offering other staff to make up missed visits when possible. (Therapy visits may not be provided on official holidays). If you wish to cancel a visit, please give us as much advanced notice as possible so that we may reschedule or re-assign the therapist. Please note that excessive repeated missed visits and no-shows may be considered for dismissal from the agency.
PHYSICAL, OCCUPATIONAL, AND SPEECH THERAPY
Physical, Occupational, and Speech Therapy services are provided by a licensed therapist or therapy assistant under the direction of a therapist. The appropriate therapist develops a plan in coordination with the physician to support the patient's achievement of maximum function, development, communication, mobility, and independence or to address another specifically identified care need.
SUPPLIES AND EQUIPMENT
The child receiving home care services may require supplies and equipment to perform care needed and outlined in the plan of care. Personal care items usually must be provided by the family and are not reimbursed by most insurance programs. Supply needs are coordinated through appropriate providers according to payer guidelines, necessity, and patient/caregiver references. The agency may bill for some items, or may arrange for services through another provider, or may refer to another organization for services, supplies, and equipment.
NON-DISCRIMINATION:
As a recipient of Federal financial assistance, WHEN KIDS PLAY LLC does not exclude, deny benefits to, or otherwise discriminate against any person on the basis of race, color, national origin, disability, or age in admission to, participation in, or receipt of the services and benefits under any of its programs and activities, whether carried out by WHEN KIDS PLAY LLC directly or through a contractor or any other entity with which WHEN KIDS PLAY LLC arranges to carry out its programs and activities.
This statement is in accordance with the provisions of Title VI of the Civil Rights Act of 1964, Section 504 of the Rehabilitation Act of 1973, the Age Discrimination Act of 1975, and Regulations of the U.S. Department of Health and Human Services issued pursuant to these statutes at Title 45 Code of Federal Regulations Parts 80, 84, and 91.
In case of questions, please contact:
WHEN KIDS PLAY LLC
Contact Person/Section 504 Coordinator: Leilani Brown
Telephone number: 817-852-6707
TDD or State Relay number: 800-735-2989
DOCUMENTATION AND SUPERVISION:
When Kids Play maintains a clinical record on each client receiving services in accordance with applicable state and federal regulations. Agency representative are instructed on documentation requirements, and documentation is required for completion of billing and payroll functions. Your clinical record is used to coordinate care, communicate between staff and other providers, document progress and care delivered, and assist with validating care for third party payers.
We review the record when it is turned into the agency and evaluate the documentation of care delivered for compliance to the physician orders, regulations, agency policies, and standards of care. Documentation also includes supervision performed, assessments, summaries, addendums, and physician orders for care. Your records are kept strictly confidential by our staff and are protected against loss, destruction, unauthorized use / access / tampering. Your records are used to provide clinical information and for authorization purposes. Please see our privacy policies for more information about rights and responsibilities regarding client records.
PATIENT AND FAMILY SATISFACTION:
We are committed to providing high quality care and we value your input into how well we are doing. Please ask questions if something is unclear regarding the care you receive or don’t receive. Ask if you are unclear about your plan of care, your responsibilities, or if you do not understand something about the way services are provided.
Periodically, we will contact you to conduct a Patient / Family Satisfaction Survey. Please help us measure and improve the care we provide by participating in this feedback.
If you have a concern or complaint, we welcome your input. Please call 817-852-6707, or email sbrown@whenkidsplay.com or write to us at Compliance Officer 1169 N. Burleson Blvd. Ste 107-225, Burleson, TX 76028. Please refer to our Compliance Plan and Policies for more information.
PLAN OF CARE, TREATMENT / SERVICES, PHYSICIAN INVOLVEMENT
The individualized plan of care for each client is developed with the involvement / input from you, your child, family/caregivers, and other professional team members, and designated physicians. This plan is based on the identified needs, problems, goals, and physician's orders. The schedule of interventions, your environment, and personal preferences will be considered whenever possible. Each plan of care is reviewed and updated as needed, based on changing needs, progress, and as required by law.
You have certain rights associated with the patient's care:
As family or guardian, you may exercise rights for the patient (child) until they are able to exercise their own rights independently. Proper identification and verification of identity will be conducted.
You will be requested to consent for treatment prior to the beginning of care. Care providers will be identified by name and title prior to start of care.
You have the right to be a part of identifying needs and problems and determining goals.
You have the right to be a part of determining the plan of care (what kind of services, including frequency / duration).
You have the right to be informed in advance about changes in the plan of care.
You have the right to request information about diagnoses, prognosis, and treatment for the purpose of informed consent.
You have the right, before the initiation of care, to be advised of financial responsibilities for both you and for any third party payer.
You have the right to refuse, withhold, or withdraw medical treatment at any time.
You have the right to choose to change providers.
You have the right to be referred elsewhere if the needed services cannot be provided by this agency.
We will inform you if the patient will need to be discharged for any reason, other than your request, and provide for a transfer of care as much as possible. (Please see agency policy for Discharge and Transfer of Care.)
You have the right to an appropriate assessment in response to reports of pain, receive information about pain relief measures, and pain management strategies. Our staff will attempt to assist in pain management that is within their scope of practice.
You may provide an advance written Directive to Physicians and to the agency, or to make a non-written directive regarding your right to withhold or withdraw life sustaining procedures in the event of a terminal condition (DNR orders). Agency policy is to provide life sustaining / life saving care in the absence of a DNR order.
You have the right to execute a Durable Power of Attorney for Health Care under the Civil Practice and Remedies Code.
You may File a complaint if you believe your rights have been violated without retaliation from the agency.
You have certain responsibilities associated with the patient's care:
Give accurate and complete health information concerning past illnesses, hospitalizations, medications, allergies, and other pertinent information.
Assist in developing and maintaining a safe environment for the patient.
Use and maintain equipment as instructed.
Inform the agency / staff when you will not be able to keep a home health visit, allow time ahead to allow us to cancel / reschedule.
Participate in the development and update in the plan of care and remain under a physician's care.
Express any concerns about the ability to follow and comply with proposed plan of care / course of treatment. Understand / ask about and accept consequences of non-compliance.
Notify us of unexpected changes in the patient's condition, including contagious illnesses, hospitalizations, emergency room visits, etc.
Treat agency staff and property with respect. Provide for a safe environment for staff to provide services.
Report the presence of pain and participate in pain management.
Pay for all services not paid by a third party in a timely manner.
Provide feedback about service needs and expectations.
Notify the agency immediately if there are any changes in prescriptions, advanced directives, guardianship of the child, residence, phone number, physician, emergency contacts, choice of home providers, or insurance providers.
RESPONSIBILITIES OF WHEN KIDS PLAY
Be prompt and courteous with delivery and provision of services.
Inform patients / caregivers of changes in plans of care / scheduling.
Educate the caregiver on use of equipment, care provided, and home program / strategies.
Treat client and family with respect and dignity and use age and developmentally appropriate activities.
Use fully screened, qualified health care professionals.
Provide quality care without condition or discrimination. Respect advanced directives.
If you need to contact us regarding any policies, complaints, concerns, or questions, please feel free to do so here or to call 817-475-3358.
Notice: When Kids Play may photograph or video clients and surroundings for the purposes of evaluation and treatment. These photos/videos are considered PHI and are protected under privacy policy. They are not used publicly or published without permission and not shared with persons outside of direct care for the client. Consent for this is implied in consent for treatment, but opting out of photo/video consent can be requested.
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