Frequently Asked Questions (FAQs)

What is the Policies and Procedures Manual?

It is a document custom tailored to meet the needs and requirements of your business relative to helping streamline your policies and procedures. It meets the standards of CMS (Medicare) and major accreditation organizations and helps you properly document the policies and procedures of your business in language required for accreditation.

In what format is the manual provided to me?

The manual is provided as a downloadable PDF file. For an additional fee it can be provided as a printed document. Government regulations do not require us to charge sales tax when the document is provided as a PDF, however sales tax must be charged for printed manuals. In most cases the cost to print the manual is less than the sales tax would be.

Am I required to have a printed copy of the manual?

A PDF version will meet the requirements as long as it is housed on a computer that is accessible to your entire staff. Many facilities prefer the electronic version, though you may certainly choose to have a printed copy. Either method will fulfill the requirements.

Does OPGA produce the manual?

No. The Policies and Procedures Manual is produced by Quality Outcomes. OPGA is their exclusive distributor.

What qualifications does Quality Outcomes have for producing the manual?

The president of Quality Outcomes is Scott Williamson. Scott is the former Director of Facility Accreditation for the American Board for Certification in Orthotics, Prosthetics and Pedorthics. He has extensive experience with certification and accreditation programs for the O & P profession. Scott is also quite familiar with CMS supplier standards and worked closely with site surveyors and has assisted many facilities with corrective action plans.

What if I have multiple locations?

You just need to make sure that the Policies and Procedures Manual is available to your entire staff at each location. The guide can be made available either through printed or electronic versions. There is no additional charge for multiple locations or additional copies.

How do I insert my information into the manual?

OPGA will send you a questionnaire with very specific questions relative to your practice. Once these questions are answered the information you provide will be inserted into the manual for you.

What if I lose my electronic copy of the manual?

That is not a problem. Quality Outcomes will maintain a copy of your guidebook on its server for at least one year. You can access it at any time by logging into your account. Login information will be provided to you at the time of purchase.

Can I make changes to the manual on my own?

No. Changes must be made by OPGA. However, we are happy to assist you with this process. We will make changes to your manual at no charge for the first three months and for a nominal charge thereafter. It is also important to understand that only certain areas of the document are available for customization. Most of those areas are addressed in the questionnaire that you will fill out prior to purchase. Much of the language and structure is written in a manner to ensure that the policies conform to accreditation and CMS requirements.

Is it possible for me to create my own manual?

It is certainly possible to create your own manual. However, there is a large risk associated with doing so. You must be absolutely certain that you do not miss any of the required elements. Missing required elements could adversely affect your accreditation. Even if you have the knowledge regarding how and where to find the required elements the time necessary to produce your own manual will likely far outweigh the cost to purchase a quality product.

What is the cost of the manual?

As stated above, the cost of the manual is usually far less than if you attempted to produce it on your own. Many companies have told us that they spent well over $6,000 to produce their own. The Quality Outcomes manual distributed by OPGA sells for $2,250. However, if you are an OPGA member your discounted price is $1,500.

Does my company receive any additional benefits with the purchase?

Yes, Quality Outcomes also provides a service to collect data relative to patient outcomes. Every company that purchases the manual is eligible for three free months of this service. You will receive an email from Quality Outcomes with information regarding how to activate and access this service.

CMS states “the supplier shall conduct beneficiary satisfaction surveys and make the results available upon request and/or listed on their internet website (if applicable). The supplier shall document and review on a quarterly basis a percentage of beneficiaries satisfied with services”. Furthermore, the organization must establish a survey mechanism to document patient feedback regarding his or her satisfaction with their expected functional goals.

Quality Outcomes provides a patient satisfaction survey process that is fully compliant with CMS and HIPAA requirements. The results are tabulated and reports provided, allowing the organization to accurately assess its performance. Quality Outcomes offers both a stand-alone service and a more advanced service that is combined with their Performance Management service offering.