The Oregon Caregiver SPRING/SUMMER 2023 www.ohca.com 10 Best Tips to Prepare for a Survey Day By Nicolette Reilly, Oregon Health Care Association As a long term care provider, many circumstances may cause stress or anxiety in the workplace. However, few situations cause more stress than when surveyors from the state walk into a building to conduct an inspection survey. On the first survey day, an unannounced group of state surveyors enters a long term care community to review operations and compliance with federal and state rules and regulations. Not only does this create a stressful environment, but it also typically upends the day-today operations as the team works together to try to ensure strong communication with the survey team and clear representation of the wonderful work being done in the communities. While participating in an inspection may be overwhelming, there are appropriate ways to get a community ready for one without adding another layer of stress and frustration. Survey Process The survey process should be collaborative with a genuine focus on the residents and on ensuring quality services are being delivered based on individual person-centered care plans. The survey process seeks to ensure a safe and secure environment to enhance residents’ dignity, independence, individuality, and decision-making ability. The focus is to keep the residents at the center to ensure they are functioning at their highest level possible. Surveyors will determine this based on record review, observations, and interviews. Record review is initially performed to provide the surveyor with information on issues a resident may experience to help guide observations and interviews. An in-depth record review is conducted to follow-up on concerns and to complete certain survey requirements. Observations will include the provision of care and services as well as interactions between residents, staff, family members, and outside partners. Observations will also focus on cleanliness, safety, and adherence to the Oregon Administrative Rules (OARs). One-on-one interviews will be conducted with residents, families, and staff to provide information about the care delivered at the facility. The best way to prepare for a survey is to never stop preparing for a survey. The survey process should not be a fire drill but rather a carefully planned and executed process based on preparation and implementation of strong quality improvement auditing. Preparing a team for a survey and equipping them with the appropriate tools to successfully navigate through a survey will ensure a calm, stress-free experience. Pre-Survey Checklist Focusing on some key processes will help during the survey process. • First and foremost, ensure all leaders know the regulations. Department managers should firmly understand and be well trained in OARS and organization policies and procedures. • Ensure organization policy and procedures are up-to-date and are reflective of the most current regulatory rules. • Department managers should be able to explain these policies and procedures and show clear documentation of compliance to them, including sharing how they are aligned with regulatory requirements. It is also important to do a full review and walk through of the community on a regular basis. • Look at aspects that are seldomly inspected. • Open doors that are rarely opened. • Focus on both front and back of the facility as well as the exterior grounds. • Look for safety issues and environmental issues that may lead to a potential citation. Communication It is also important to create a culture of open communication with your residents, families, and team members. Talk with those individuals to uncover any issues and implement plans of correction. A strong grievance process with timely follow-up as well as regular satisfaction surveys or listening sessions will allow issues to be handled in advance. Quality Improvement A strong quality improvement process that encompasses key work processes will allow the facility to be proactive in resolving issues. To achieve this, providers should implement strong action plans to improve and continue to offer quality services to our residents. Auditing multiple systems that are reviewed during a survey process as part of the ongoing quality improvement process will ensure that documentation is complete, systems are operating correctly, and issues are resolved. Onsite Survey Checklist and Best Practices • Think carefully before answering any questions from surveyors and take time to consider what a surveyor is looking for. Ask the surveyor to repeat or restate the question if the question is unclear. • Only answer the question that is asked and only give documentation for what the surveyor has specifically requested. • Be honest. If providers don’t have the answers, DON’T GUESS! Tell the surveyor you will find the answer they are asking for as quickly as possible. QUALITY
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