www.ohca.com SPRING/SUMMER 2023 The Oregon Caregiver 11 • Watch your use of words such as “usually,” “supposed to,” and “sometimes” which may lead the surveyors to question why someone is not consistently following set procedures. • Present material succinctly and clearly. Have confidence in the work you are presenting and be able to clearly articulate your processes. • Know where and how to quickly find documentation to support your answers. • Don’t make excuses or be defensive. • Ask questions. Don’t hesitate to ask questions if something is unclear, especially during the exit conference when potential tags are being reviewed. The survey process should be collaborative as well as educational and is a great opportunity to ensure the provider’s understanding of the rules is aligned with the surveyor’s interpretation of the rules. As a leader in a facility, a survey may create a stressful environment for everyone involved. Fortunately, there are several actions provider leaders can take to help de-stress themselves and their staff, despite the situation. Knowing how to stay calm when managing a team can help providers create a supportive environment and create a sense of confidence throughout the team. • Remain focused on the tasks presented. • Stay calm and positive. Teams will look to leadership on how they drive the culture during a survey. • Be confident in the work that has been done and trust the systems. Trust the strong quality improvement process and policy and procedure adherence. • Rely on the organization’s team. This is a great opportunity to teach others and allow team members to shine. Remember to breathe. If the day gets more overwhelming, take deep breaths to reset. Something Else to Consider— Using Mock Surveys Survey is not something to cram for. Careful planning and auditing will lay a foundation for a successful survey. Conducting a mock survey as a group activity with a team or hiring a consultant to conduct a mock survey will better prepare providers for the actual process. Proper planning is the key to success; it’s simply impossible to know it all. Regulators are people too; they understand that even the most tenured and seasoned leaders lean on others for expertise and experience. The Oregon Health Care Association is available to assist every step along the way. Nicolette Reilly is the SVP of Quality at OHCA. Sources: • 17 ways to stay calm at work, Indeed Career Development, February 2023 • Tips on how to have a successful CMS survey, By Nicole Sowers, March 27, 2018 QUALITY
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