SUGGESTIONS 

Each Region has a suggestion box which is checked on a monthly basis.  Suggestions are passed to the Corporate PQI Team for review and action on a quarterly basis unless immediate attention is required.

FIRST QUARTER 2010:

Two suggestions were recieved in the Triad Region for the first quarter of 2010.  Below is a brief overview of the suggestions and action(s) taken or to be taken by the agency.

1.  The first was from a staff suggesting that staff be held accountable for their own compliance.  They were concerned with the number of times staff were being contacted to return items for compliance purposes and thought that “this is the real world and Lindley should start transitioning the many college students that work for Lindley into the real world by holding them responsible for their paperwork, classes/trainings etc.”

Before this suggestion was actually received, the HR department began making changes to help this process.  These are the areas of change:

• Compliance letters go out 60 days before items are due rather than 3 months in advance.  Staff receive an email and 2 phone calls if they do not reply
• Phone calls have been limited to 2 for reminders
• Deadlines for turn in have been shortened

2.  The second suggestion was from a staff stating it would be “a good idea for all administrative staff to complete incident report training”.  The concern was staff calling the main office and not receiving correct information regarding completing incident reports.

Although we instruct our direct care staff to contact their supervisor or the on-call number for all incidents, the agency has decided to implement the following changes:

1. Anyone who is responsible for answering the main lines in the office will receive basic training on who to call for what reasons (i.e. direct to on-call number, payroll, etc.) instead of giving out incorrect or incomplete information
2. A new orientation will be created specifically for admininstrative staff that is tailored to administrative needs.  This is the orientation that staff will renew annually.
3. Incident report training and voice over has been completed and posted to the website for a quick reference for staff.
4. All staff who manage the on-call number will receive full incident report training on how to instruct staff in the completion and other issues regarding incident reporting.
5. Persons answering the phone will have index cards with procedures to follow on how to give information staff request.