Welcome to Turning Point Services, Inc.  We are pleased you have selected Turning Point as your service provider.  We strive to be the best service provider in the State of North Carolina, but we need your help to do so.  You will have many opportunities to tell us how well we are doing.
    Like all other public health providers, we must follow some strict rules and procedures.  Federal, state, and county governments have created these rules and procedures to protect the health and safety of people receiving services.  In order to acquaint you with procedures that may affect you and your family member, we would like for you to take a few minutes to review the following information.

What is a Case Manager or QP?

    The Case Manager or QP matched with you is your first and most important link to our agency.  These professionals have demonstrated their dedication to people with disabilities by gaining a college degree in human services and completing at least two years of work experience in a specific disability area.  Your Case Manager or QP will help you with developing a treatment plan that focuses on you, your individual strengths and your individual needs, wants and desires.  Once the treatment plan is developed, we will assist you with arranging, coordinating, and monitoring services in accordance with your treatment plan. Feel free to talk to your QP or Case Manager at any time about issues regarding your services and the quality of the support you are receiving.  You are the first and best judge of quality work, and we need your feedback.

Monitoring Visits
  
    The State also requires that we provide regular monitoring visits.   Turning Point Services must show evidence that these monitoring visits occur in accordance with your treatment plan. For this reason, we will arrange monitoring visits to meet with you regularly and to observe services provided to you or your family member.  Usually once per month, we will arrange a time to meet for face-to-face contact with you and your family member.   These monitoring visits may be arranged through you or directly with the provider agency.  The purpose of these meetings is to ensure that the services you (or your family member) receive match your treatment plan and are provided by properly trained staff.  It is also a time to address any questions and concerns you or your family member may have.  Our professional staff is available to consult with you or at your request with any other person or agency.

We are at your service, but we also need your help.  We both desire and are required to get your feedback and check your satisfaction.  Here are some of the ways we do this:

Progress Reports

    If you receive direct services from Turning Point Services, we will review documentation and progress towards outcomes at least every three months and will share the findings with you.  Your cooperation will be needed for team meetings, treatment plan reviews and for signatures on necessary plan revisions and consents.

Staff Evaluations

    You will have the opportunity to help us evaluate the Turning Point employees working for you at least once each year.  Annual evaluations are very important to us; we hope that you will complete these evaluations carefully.  It’s a great chance for you to be direct and clear about how we are meeting your expectations.  Satisfaction surveys are another important part of our effort to improve, and another way for you to let us know how we’re doing as an agency.

Consumer Handbook

          In addition to the above information, you should have received a Consumer Handbook at the time you first met with your case manager.  Consumer rights, restrictive interventions, grievance procedure and privacy practices are fully described in this pamphlet.  We encourage you to share questions or concerns about your rights with your case manager.

    While some of these requirements may seem demanding, and some of the expectations may seem complicated, we believe they are based in a genuine desire to provide safe, efficient, and effective services to you or your family member.

We look forward to working with you as a team and encourage you to develop a relationship with your designated QP or Case Manager.  However, if you have questions or concerns at any time while we are your case management agency, you may contact Teresa Phillips, Clinical Services Director, or me at (828) 433-4719.

Again, thank you for choosing Turning Point Services, Inc.  We look forward to this joint venture with you.

Sincerely,
Genny Pugh,
Executive Director