(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
    (B) NFs;
  (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 or LAR.
(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 must:
  (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.

Source Note: The provisions of this §368.407 adopted to be effective September 1, 2021, 46 TexReg 4151