Caring Angels Licensing Requirements and Procedures
Regulations No. 3.2
Policy: The Personal Assistance Services Agency must create written policies outlining a
consumer’s rights and obligations.
Each customer will actively and fully participate in the development of their personal care
plan. The consumer shall be given the aforementioned rights in order to ensure this
procedure, A consumer has the option to appoint someone to represent them. Any rights
granted under the organization’s policies and procedures may be exercised by this
representative on behalf of the customer.
Policies will be made known to the organization’s staff, the consumer and his or her
representative, other organizations, and the interested public to help them fully grasp
consumer rights.
Procedure:
1. The Consumer Bill of Rights outlines the following consumer rights:
A. Expect respect for his or her property.
B. Speak up if you experience discrimination or retaliation for providing services
on behalf of the organization, or if you don’t receive the treatment or care you
deserve. You can also complain about how someone doesn’t respect your
property.
C. Receive an investigation from the organization into any grievances brought up
by the client or the client’s family or guardian regarding treatment or care that is
(or is not) provided, or about a lack of respect for the client’s property, by
anyone providing services on the client’s behalf, and must keep a record of both
the complaint’s occurrence and its resolution.
D. Receive advance notice of the care that will be provided and of any changes to
that care.
E. Be informed in advance of the disciplines providing the care and the proposed
frequency of visits.
F. Before any modifications to the care plan are made, you should be made aware of
them.
G. Receive advance notice of your right to take part in the planning of your care or
treatment and any changes to that care or treatment.
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H. You should be aware that the personal assistance services agency complies with
Subpart 1 of 42 CFR 489 and has Advance Directive policies and procedures in
writing. These policies and procedures include a description of a person’s rights
under applicable state law and how those rights are implemented by the
organization.
I. Prior to or during the initial home visit, as long as the information is delivered
before care is performed, receive advance directive information.
J. Confidentiality of clinical records maintained by the organization.
K. Be advised of the organization’s policies and procedures regarding disclosure of
clinical records.
L. Be informed, verbally and in writing and before care is initiated of the extent to
which:
1. Payment may be expected from Medicare, Medicaid or any federally funded
or aided program known to the organization.
2. Charges for services that will not be covered by Medicare.
3. Charges that the individual may have to pay
M. Any changes to payment information must be communicated verbally and in
writing as soon as practicable, but no later than thirty (30) days from the day the
organization learns of the change.
N. Obtain the State personal assistant services hotline and CHAP hotline’s phone
number in writing before the start of the care. Including operating hours and the
function of the hotlines to take complaints or inquiries about the company.
O. To file concerns about the application of the Advance Directive provisions, call the
hotlines.
P. Be informed of organizational ownership and control.
Q. Consumer privacy right related to the collection of the Outcome and Assessment
Information Set (OASIS).
R. The right to be informed that OASIS information will be collected and the purpose
of the collection.
Each consumer shall have the right to:
1. Be treated with courtesy, consideration, respect and dignity.
2. Be encouraged and supported in maintaining one’s independence to the extent that
conditions and circumstances permit and to be involved in a program of services
designed to promote personal independence.
3. Self-determination and choice, including the opportunity to participate in
developing one’s service plan
4. Privacy and confidentiality
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5. Be protected from abuse, neglect, mistreatment, financial exploitation,
solicitation and harassment.
6. Voice grievances without discrimination or reprisal.
7. Be fully informed, as evidenced by the consumer’s written acknowledgement of these
rights, of all regulations regarding consumer conduct and responsibilities.
8. Be fully informed, at time of admission into the program, of services and activities
available and related charges, including the disclosure required by subsection 5.1,3
and
9. Be served by individuals who are competent to perform their duties.
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Caring Angels P.A.S.A
General Requirements
Regulation # 3.3
POLICY: That address the handling and documentation of incidents, accidents and medical
emergencies.
Incident involving client:
I. Fill out report, follow service plan, and contact director immediately.
A. If medical:
1. Contact proper emergency office.
2. Control environment following service plan until they arrive.
3. Contact director.
B. Flood, fire and other incidents.
1. Remove client from area to a safe place.
2. Contact proper persons: i.e. fire, water, gas.
3. Contact director and client’s emergency contact.
Incident involving employee:
I. If accident medical emergency
A. Contact proper emergency office
B. Contact director
C. If needed contact client’s emergency contact. Note: never leave alone.
2. If incident is employee theft or abuse:
A. Family or client will contact director.
3. Director will remove staff from assignment.
4. Assign a new caregiver.
5. Investigate incident within 24 hours after report is made.
6. Report will be filled out and signed by director and client or representative.
Note: director will take all appropriate actions up to the police if needed.
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Caring Angels Incident Report
Date of Incident: Time of Incident:
Type of incident: Persons involved:
Name and title of reporter:
Details of incident: use extra paper if needed
Actions taken: must include name and numbers of everyone contacted.
Outcome: of report.
Reporter details:
Name:
Signature:
Date:
Director:
Name:
Signature:
Date:
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Caring Angels P.A.S A
General Requirements
Regulation # 3.5
Policy which controls the exposure of consumers and staff to persons with communicable disease:
1. All staff will be Vaccinated flu and COVID.
2. PPE will be provided to staff and clients
3. If exposed a report will be made
4. 14day quarantine for COVID all other exposure to follow CDC guidelines.
5. Sick leave
6. Testing for exposure will be covered by Pivot Occupational health
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Caring Angels P.A.S.A.
General Requirements
Regulation 3.6
POLICY: To allow consumers and their families or representatives, if any, to have their
concerns handled without fear of retaliation, a procedure involving the right to raise
concerns/complaints to the Department at a telephone number created for that purpose must be
established.
DEFINITION of a Consumer COMPLAINT:
Any statement of displeasure by a customer or family with the provision of services that can be
handled at the time of complaint by employees’ present is referred to as a complaint. This
includes any agency personnel who were present when the complaint was made or who may visit
the client soon to address the issue.
Grievance:
Any formal or informal written information or verbal statement of the consumer’s or family’s
displeasure with the treatment or service that is expressed but not resolved at the time of the
current staff is referred to as a grievance. A written complaint is always regarded as a grievance,
as are claims of abuse, negligence, injury to consumers, charges or billing, or noncompliance
with state laws. A complaint must be treated as a grievance if the customer wants that it be
handled as a formal complaint or receives a written answer. Any complaint that satisfies the
criteria for a grievance must be addressed in writing to the complainant.
SPECIAL INSTRUCTIONS:
I. Consumers of the agency are given written instructions on how to handle any worries
and inquiries concerning their care. While every attempt is made to deliver high-quality
services that live up to the expectations of customers and their families, there may
occasionally be instances where the customer or family is not happy with a particular
component of the service they have received.
2. A consumer complaint form will be used to record consumer complaints, and it will be
included in an administrative file with the consumer log.
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3. The individual receiving the complaint or grievance will document the complaint on the
grievance form and transmit it as soon as possible to the appropriate director or to the
management team for investigation, action, and trending.
4. The department head or a designee shall address complaints, and a resolution will be
provided within seven (7) calendar days of receipt. The director will get in touch with the
complainant within that time frame to let them know that the grievance has been received,
is being looked into, and that the responsible party will report back with a resolution of the
grievance within thirty (30) days if the investigation and resolution of the grievance take
longer than seven (7) calendar days. If the department director is unavailable, the grievance
must be followed up on within this time period by his or her nominee. The name of the
contact person, the steps taken to investigate the complaint, the conclusion of the process,
and the date of completion shall all be included in a written notice sent to every person
with a grievance.
5. Families or consumers who are dissatisfied with the outcome or who have issues about
the caliber of their care can get in touch with the Department of Health’s or a particular
Health Plan’s relevant quality review source. Additionally, they can call the personal
assistance services hotline listed on the Home Care Bill of Rights Form that is distributed
to customers.
Caring Angels
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HOW TO MAKE A COMPLAINT
You have the right to voice any complaints, inquiries, or concerns you may have with the
caliber of the care you received from Caring Angels. Please feel free to speak with the Caring
Angels management about any worries or problems. You should not hesitate to call OHFLC
for additional assistance if the organization/facility is unable to remedy the issue.
Inform a member of your direct care team.
Contact Caring Angels international of Delaware LLC by phone at 302 -983-
4692
Or by mail at: 102 Larch Circle, Wilmington, DE, 19804
If the administrators at Caring Angels are unable to resolve the matter, then you should feel free
to contact OHFLC for further notice.
Office Of Health Facilities Licensing and Certification
(OHFLC)
261 Chapman Road, Suite 200
Newark, DE 19702
Telephone 302-292-3930
Fax: 302-292-3931
Toll- free hotline: 1-800-942-7373 (accessible) 24 hours a day, 7 days a week)
By checking this box, I certify that I have been informed of my right to file a complaint at any
time with Steps Homecare Services’ administrators or, should the problem go unresolved, with the
State of Delaware Office of Health and Facilities Licensing Certification without fear of
retaliation, coercion, discrimination, or an unreasonable interruption of services (OHFLC).
Consumer name:
Signature:
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GRIEVANT INFORMATION
CONSUMER NAME DATE FORM SUBMITTED
CONSUMER DATE OF BIRTH DATE OF INCIDENT
CONSUMER PHONE NAME OF D.C.W.
CONSUMER EMAIL LOCATION FREQUENTED
CONSUMER MAILING ADDRESS NAME OF PERSON COMPLETING FORM AND
RELATIONSHIP (OTHER THAN CONSUMER
SUBMISSION PROCESS
RECIPIENT EMAIL/FAX# RECIPIENT MAILING ADDRESS
DETAILS OF EVENT LEADING TO GRIEVANCE
DATE, TIME AND LOCATION OF EVENT
WITNESS (ES)
ACCOUNT OF EVENTS
PROVIDE A DETAILED ACCOUNT OF THE OCCURRENCE, INCLUDING THE NAMES OF ANY
ADDITIONAL PERSONS INVOLVED
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PROPOSED SOLUTIONS USE ATTACHMENT IF NECESSARY
PLEASE RETAIN A COPY OF THIS FORM FOR YOUR OWN RECORDS. AS THE GRIEVANT,
YOUR SIGNATURE BELOW INDICATES THAT THE INFORMATION YOU’VE PROVIDED
ON THIS FORM IS TRUTHFUL.
SIGNATURES
GRIEVANT NAME SIGNATURE DATE
RECIEVER
NAME
SIGNATURE DATE
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