As the director of a community-based mental health agency, you receive a phone call from a school where one of your staff is providing services to a client. The teacher reports that the staff person is very talented, but is not open to feedback and does not tailor her interventions with the client according to his behavior on a specific day. She is also frequently late. This has created conflict between the teacher and the staff person.
Examine this particular case and figure out if services are being provided appropriately. As a director, you gather information from the teacher, the staff person, the family, and anyone else involved in the case.
Create a list of 7 to 10 questions that help guide your information gathering process, covering three basic components of quality assurance:
· Proper provision of service
· Client satisfaction with service
· Proper documentation
Explain the reasoning behind your chosen questions.
Describe how the information gathered from your questions can help to monitor and prevent future fraud and misappropriation of services.