Quality Assurance - Early Risk Indicators/Prevention

This year, we had some tricky and expensive situations that related to practitioners:

• Not submitting their Ax reports to Monarch (and if they did, they were poor quality).

• Not seeing kids for many weeks in a row

As a result, we needed to replace the practitioners, credit the customers, and also lose a lot of service hours. In all situations, the customer raised concerns.

Customer Credits: About $140K

• American Samoa

• Multiple BC customers

• Account Manager - Karoline

• Dani, Michele, Audra, Liz and Karoline invested so many hours to resolve this.

Loss of Hours - 3 months

• NESD

• The therapist just didn't see kids that needed it (for example - one student had nothing since November)

• The therapist only showed up for about an hour in April and then stopped services, with the reports not done. We offered a replacement OT for May and June, but the customer is so concerned about the quality so far that she declined.

• Account Manager - Tyra

What if:

• Practitioners only receive payment for assessments once the report is uploaded?

• What if there were alerts if a student missed two weeks in a row?

• What else would help us to catch severe issues before the customer raises them?

Thanks for considering all of this. Michele M would be a helpful resource as she was involved in helping to resolve the issues for customer credits.