Policy and Procedure. Government Programs and Commercial DHMO
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1 Policy and Procedure Policy Name: Facility and Chart Reviews Policy ID: QM Approved By: Dental Director (signature on file) Effective Date: 02/17/2012 States: All Revision Date: 11/19/2013 Application: Government Programs and Commercial DHMO This policy applies for operations under Premier Access Insurance Company and Access Dental Plan. For the purposes of this Policy, Premier Access Insurance Company and Access Dental Plan shall be collectively referred to as Premier Access. Purpose To provide a consistent process for conducting Facility and Chart Surveys of Network Provider Offices and a mechanism for identifying quality of care and service issues in dental care delivery. Policy Premier Access has a Quality Management Program (QMP) for monitoring the quality of care and services provided to Plan Members by Network Providers and their ancillary staff. Premier Access performs regular Facility and Chart Surveys of Provider Offices that meet the selection criteria. Premier Access participates in the California Association of Dental Plans (CADP) Shared Audit Program. Facility and Chart Surveys shall be conducted on-site by the Dental Director or his/her designee or, when available, survey results may be extracted from the shared CADP program. 1. Facility and Chart Surveys conducted by Premier Access shall follow the procedures described in this policy. As required to participate in the CADP program, surveys conducted by Premier Access shall utilize the following criteria and scoring tools for California: Procedure Annual Schedule: a. For Facility Surveys, CADP Consensus Structural Review Evaluation Measures is used as review criteria and CADP Structural Review is used as a scoring tool. b. For Chart Surveys, CADP Consensus Process of Care Evaluation Criteria is used as review criteria and CADP On-Site Assessment Process of Care is used as the scoring tool. c. Review elements will be adjusted to reflect the standards of care and regulatory requirements as they are applicable for surveys conducted outside of California. Every year a list of Provider Offices identified for Surveys will be generated using the below listed criteria: Selection of Provider Offices for Review 1. Provider offices are selected for facility and chart reviews based on the following criteria: a. For Managed Care Programs: 1. All offices with more than 300 assigned Members will be reviewed every three years. 2. For Medi-cal Programs, on a quarterly basis, a minimum of five (5) active Providers from the Network will be reviewed. All offices will be reviewed based on compliance with the quality indicators and the utilization thresholds established by Premier Access. 3. The frequency of the audits shall be modified as needed, irrespective of the selection criteria, based on a review of Member grievances, Potential Quality Issues and service issues. Policy Facility and Chart Reviews Page 1 of 10
2 Premier Access Insurance Company Access Dental Plan Preparation for Surveys 1. Provider Offices are notified thirty (30) calendar days in advance of a scheduled survey; 2. The Chart Survey shall consist of a thorough review of not less than ten (10) Members charts per site. The charts shall be selected by the Dental Director or his/her designee to assure that the majority of charts will be for Members that have had multiple services within the last 1-3 years. 3. In preparation for the Chart Survey, Premier Access shall provide the Provider's office with a list of Members who were selected using Premier Access criteria based on encounter data. The selection of these charts shall include a wide range of dental procedures including preventive, basic and/or major services. Survey Scoring and Results 1. All scoring will be based on the guidelines provided by the California Association of Dental Plans (CADP) Structural Review Evaluation Measures (Facility) and Process of Care Evaluation Criteria (Chart Review); 2. All criteria will be assessed using the CADP Scoring Tool; 3. Under each section on the scoring tool, the reviewer shall indicate Acceptable, Unacceptable or Not Applicable; 4. A score is automatically calculated by the CADP Software Program based on the percentage of satisfactory responses compared to the total number of applicable responses; 5. A minimum score of 70% must be received on the Facility Survey to pass. A minimum score of 70% must be received on the Chart Survey to pass. 6. A report of findings and corresponding corrective action (if applicable) shall be generated within thirty (30) calendar days of completion of the Survey, and a copy shall be sent to the surveyed Provider Office. Non-critical findings should be responded to by the office with a corrective action plan within thirty (30) calendar days. Where the survey identifies critical factors or serious quality of care issues, the office shall be required to provide a corrective action plan to the Dental Director within fifteen (15) calendar days. 7. Offices with a score of less than 70% shall be given a corrective action plan by Premier Access. Provider Offices who do not comply with the corrective action plan may be subject to Plan sanctions including, but not limited to, probation by the Dental Director. 8. All Offices that have been scored as having failed on the survey will be re-audited within a period of 9 to 12 months. 9. If the Provider Office does not show improvement or is uncooperative with Premier Access' improvement efforts, the Dental Director has the authority to take the next appropriate corrective action, which may be up to, and including, termination of the Contract. 10. Results of the Facility and Chart Surveys shall be summarized in a quarterly report by the Dental Director, and shall be submitted to the QM Committee for review and recommendations. 11. A summary of QM Committee activities, including results of Facility and Chart Surveys are submitted to the Board of Directors through the QM Committee, on a quarterly basis. b. California Medi-Cal GMC and LAPHP Programs: Quarterly Site Reviews 1. In accordance with the Provider Monitoring Requirements of the Program, Premier Access will implement a Provider Monitoring Process of Primary Care Dentists and Specialists that will be conducted quarterly. The quality indicators to be monitored include service site audit findings, dental record (chart) audit findings, and utilization review of encounter data, related to Provider Performance Monitoring. 2. Each quarter, Premier Access will review at least five (5) of the active contracted Medi-Cal GMC and LAPHP Dental Providers plus any providers identified by the Department of Health Care Services (DHCS) for evaluation, for compliance with the defined quality indicators. 3. A quarterly report will be submitted to DHCS within 30 days of the completion of the quarter. Report elements will include the detail of any quality indicators not met and the Premier Access Corrective Action Plan to remediate the facility s compliance. 4. Premier Access retains accountability for all site review activities whether or not completed by Premier Access, completed by other Medi-Cal Dental Managed Care Plans, or delegated to the other entities. Policy Facility and Chart Reviews Page 2 of 10
3 Premier Access Insurance Company Access Dental Plan c. Credentialing Site Reviews A site review is required as part of the credentialing process when both the Facility and the Provider are added to the Provider Network, in accordance with credentialing and recredentialing policies and procedures. If a Provider is added to the Network and the facility has a current passing site review, it is not necessary to repeat a site survey for Provider credentialing or recredentialing. Exhibits Exhibit 1: CADP Consensus Structural Review Evaluation Measures Exhibit 2: CADP On-Site Assessment Structural Review Scoring Tool Exhibit 3: CADP Consensus Process of Care Evaluation Criteria Exhibit 4: CADP On-Site Assessment Process of Care Scoring Tool Revision History Date: Description 02/17/2012 Conversion to revised policy and procedure format and naming convention. 01/01/2013 Annual review and update for Program updates, format and consistency. 11/19/2013 Annual review and update for Program updates, Policy Facility and Chart Reviews Page 3 of 10
4 Exhibit 1: CADP Consensus Structural Review Evaluation Measures Policy Facility and Chart Reviews Page 4 of 10
5 Exhibit 1: CADP Consensus Structural Review Evaluation Measures Policy Facility and Chart Reviews Page 5 of 10
6 Exhibit 2: CADP On-Site Assessment Structural Review Scoring Tool Policy Facility and Chart Reviews Page 6 of 10
7 Exhibit 3: CADP Consensus Process of Care Evaluation Criteria Policy Facility and Chart Reviews Page 7 of 10
8 Exhibit 3: CADP Consensus Process of Care Evaluation Criteria Policy Facility and Chart Reviews Page 8 of 10
9 Exhibit 4: CADP On-Site Assessment Process of Care Scoring Tool Policy Facility and Chart Reviews Page 9 of 10
10 Exhibit 4: CADP On-Site Assessment Process of Care Scoring Tool Policy Facility and Chart Reviews Page 10 of 10
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