Prime Healthcare Home Care and Hospice, LLC

“State toll free HH telephone hotline CFR(s): 484.50(c)(9) Be advised of the state toll free home health telephone hot line, its contact information, its hours of operation, and that its purpose is to receive complaints or questions about local HHAs. This Element is not met as evidenced by: Based on document review, patient interview, and staff interview, it was determined in 7 of 7 (Pt #1 , Pt. #2, Pt. #3, Pt. #4, Pt. #5, Pt. #6 and Pt #7) patient records reviewed and home visits observed, the Home Health Agency (HHA) failed to ensure the patient was advised of the state toll free home health telephone hot line, its contact information, its hours of operation, and that its purpose is to receive complaints or questions about local HHAs. Findings include: 1. The following clinical records were reviewed: On 7/29/2025 during a home visit for Pt. #1 the HHA admission booklet was reviewed in the home. It was determined the admission booklet did not contain information on the state toll free home health telephone hot line, its contact information, its hours of operation, and that its purpose is to receive complaints or questions about local HHAs. This was verbally confirmed with Pt. #1 who stated she was not made aware of the hot line, how to contact it, it’s hour of operation, and its purpose. On 7/29/2025 during a home visit for Pt. #2 the HHA admission booklet was reviewed in the home. It was determined the admission booklet did not contain information on the state toll free home health telephone hot line, its contact information, its hours of operation, and that its purpose is to receive complaints or questions about local HHAs. Pt. #2 is non-verbal and was not able to verbally confirm she was not made aware of the hot line, how to contact it, it’s hour of operation, and its purpose. On 7/29/2025 during a home visit for Pt. #3 the HHA admission booklet was reviewed in the home. It was determined the admission booklet did not contain information on the state toll free home health telephone hot line, its contact information, its hours of operation, and that its purpose is to receive complaints or questions about local HHAs. This was verbally confirmed with Pt. #3 who stated she was not made aware of the hot line, how to contact it, it’s hour of operation, and its purpose. On 7/29/2025 during a home visit for Pt. #7 the HHA admission booklet was reviewed in the home. It was determined the admission booklet did not contain information on the state toll free home health telephone hot line, its contact information, its hours of operation, and that its purpose is to receive complaints or questions about local HHAs. This was verbally confirmed with Pt. #4 who stated he was not made aware of the hot line, how to contact it, it’s hour of operation, and its purpose. On 7/29/2025 during a home visit for Pt. #4 the HHA admission booklet was reviewed in the home. It was determined the admission booklet did not contain information on the state toll free home health telephone hot line, its contact information, its hours of operation, and that its purpose is to receive complaints or questions about local HHAs. This was verbally confirmed with Pt. #1 who stated she was not made aware of the hot line, how to contact it, it’s hour of operation, and its purpose. During the home visit, the Registered Nurse, E #5, added a contact information page, page 77, with the required information on the state toll free home health telephone hot line, its contact information, its hours of operation, and that its purpose is to receive complaints or questions about local HHAs and educated the patient on its contents. On 7/30/2025 during a home visit for Pt. #5 the Physical Therapy Assistant (PTA), E #11, added a contact information page, page 77, with the required information on the state toll free home health telephone hot line, its contact information, its hours of operation, and that its purpose is to receive complaints or questions about local HHAs to Pt. #5’s admission booklet and educated the patient on its contents. During an interview with the Pt. #5 he confirmed he was not aware of the hotline prior to the education provided by E #11 during the home visit. On 7/30/2025 during a home visit for Pt. #6 the Occupational Therapy Assistant (OTA), E #9, added a contact information page, page 77, with the required information on the state toll free home health telephone hot line, its contact information, its hours of operation, and that its purpose is to receive complaints or questions about local HHAs to Pt. #6’s admission booklet and educated the patient on its contents. During an interview with the Pt. #6 he confirmed he was not aware of the hotline prior to the education provided by E #9 during the home visit. 2. An interview as conducted on 7/29/25 at approximately 1:30PM, with the Senior Manager, E #1. During discussion about advising patients of state toll free hotline E #1 verbally confirmed the required information on the state toll free home health telephone hot line, its contact information, its hours of operation, and that its purpose is to receive complaints or questions about local HHAs is not in their admission booklet. E #1 noted page 77 was omitted from the booklet by the printers and was able to provide the missing page and its contents.”