INITIAL COMMENTS
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This report is a result of complaint investigation conducted on November 30, 2011 by staff from the Division of Drug and Alcohol Program Licensure. Based on the findings of the complaint investigation, the allegations made against Progressive Medical Specialists, Inc. were substantiated.
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Plan of Correction
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709.26(a)(7) LICENSURE Personnel Management
709.26. Personnel management.
(a) The governing body shall adopt and have implemented written project personnel policies and procedures which include, but are not limited to:
(7) Rules of conduct.
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Observations
Based on information gathered during the compliant investigation, the facility failed to ensure that all patients were treated professionally by all staff. The findings include: During the complaint investigation on 11-30-11, it was determined that patients were, at times, subjected to unprofessional behavior by staff. This observation was in part based on a review of the facility policy regarding Rules of Conduct, which states, "It is the policy of this organization to expect professional conduct and demeanor at all times."This observation was discussed with the Facility Director and she did not dispute the findings.
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Plan of Correction
Policy and procedures relating to personnel management were reviewed by director and owner to ensure that is continues to meet our needs on December 8, 2011.
Rules of conduct and code of ethics were reviewed with specific staff member on 12/9/11
Rules of conduct and code of ethics were reviewed with all Washington staff on 12/28/11 and all Pittsburgh staff on 12/29/11.
All staff understands that failure to follow clinic policy and procedure will result in the use of Progressive Medical's disciplinary process.
All documentation of these meetings and reviews can be found in individual personnel charts of each staff member.
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709.30(1) LICENSURE Client Rights
709.30. Client rights.
(1) A person receiving care or treatment under section 7 of the act (71 P. S. 1690.107), shall retain civil rights and liberties except as provided by statute. No client may be deprived of a civil right solely by reason of treatment.
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Observations
Based on information gathered during the compliant investigation, the facility failed to ensure that all patients were treated professionally by all staff. The findings include: A complaint investigation was conducted on 11-30-2011. Staff members, including the Director, were interviewed during that investigation. It was determined that some patients were not treated with dignity and respect by a staff member at all times. This observation was discussed with the Facility Director who did not dispute the findings.
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Plan of Correction
On 11/30/11 Director and owner met with staff member to discuss what had happened.
It was decided then that staff member will be supervised and coached by the owner, Dr. Gary Bergstein who has managed a medical office for over 25 years and has the qualifications to provide staff member with coaching and training with customer service
Staff member has had rules of conduct; clinic ethics and clinic expectations for employee reviewed by owner and is part of the personnel record on December 9, 2011.
Staff member's 2012 training plan focuses on developing communication skills and customer service
Documentation of progress or lack of progress will be found in the personnel record, lack of progress will result in continued disciplinary action as defined in policy and procedures.
Daily conversations are held between all staff and the director to determine if there have been any client or staff issues, specifically any that involve this staff member
Additional staff will be hired (interviewing now) to assist in the department staff member works in to help provide better service to clients and assist staff in performing job duties as defined in policy and prcoedures.
Owner will manage and hold staff member accountable to Progressive Medical's employment policies and procedures.
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