|(a) In the provision of IHSS for a designated resident,
the service provider agency must cooperate with:
(1) providers of services other than IHSS, including:
(A) LIDDAs; and
(2) advocates or other actively involved persons; and
(3) HHSC, other authorized agencies, or CMS.
(b) The service provider agency must ensure personalized
service delivery based upon the choices made by each designated resident
(c) The service provider agency must develop, update
as necessary, and implement a written quality assurance process to
evaluate and improve the quality of services delivered by the service
provider agency based, at least in part, on the results of the survey
required by subsection (d) of this section.
(d) The service provider agency must, at least annually,
conduct a satisfaction survey of designated residents, LARs, and actively
involved persons and take action in accordance with subsection (c)
of this section regarding any areas of dissatisfaction.
(e) The service provider agency must comply with 40
TAC §49.309 (relating to Complaint Process) and identify process
improvements to reduce the filing of complaints.
(f) At least annually, the service provider agency
(1) review all final investigative reports from HHSC
for an investigation described in §368.405(e) of this subchapter
(relating to Abuse, Neglect, and Exploitation of a Designated Resident)
and, based on the review, identify and implement process improvements
that help prevent the occurrence of abuse, neglect, and exploitation
and improve the delivery of IHSS; and
(2) evaluate critical incident data submitted by the
service provider agency in accordance with its contract and identify
and implement process improvements that help prevent the occurrence
of critical incidents and improve service delivery.