Willcare

The agency failed to follow the patient care plans to provide the total number of hours of care ordered and failed to follow the policy to notify the physician when these hours were not met.

The agency failed to ensure that home health aide (HHA) services provided were ordered by the physician for one of four patients receiving home health aide services (Patient #5).

The agency failed to ensure the Physical Therapist (PT) was responsible for the Physical Therapy Assistant (PTA) for three of three patients reviewed with physical therapy services (Patient #2, #3 and #6).

Agency policy and procedure review the agency failed to follow physician orders for one (Patient #2) of three patients reviewed for compliance with the plan of care and physicians' orders.

Agency policy and procedure review the agency failed to notify the physician when the plan of care was not followed for one (Patient #2) of three patients reviewed for compliance with the visit frequency per the plan of care.

The agency failed to thoroughly investigate a patient complaint (G478).

The agency failed to thoroughly investigate a patient's complaint for one of two patient complaints reviewed.

The agency failed to document the resolution of a patient complaint for one of two patient complaints reviewed (Patient #2).

The agency failed to ensure patients were protected during the investigation of patient complaints for two of two patient complaints reviewed (Patient #2 and #4).