Best Practice #3: Start the Investigation with Front-Line ...

Foundational Investigative Skills Module 2, Lesson 3 Best Practice #3: Start the Investigation with Front-Line Staff

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Foundational Investigative Skills Module 2, Lesson 3

Lesson 3 Objectives Upon completion of this lesson, you will be able to:

? Describe the importance of starting at the bottom of the hierarchy when investigating a possible regulatory violation.

? Identify the risks in going straight to management at the start of an investigation.

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Foundational Investigative Skills Module 2, Lesson 3

Think About It Think about this old, familiar saying and how it applies to conducting an investigation that begins with front-line staff as opposed to management. Then select the Forward button to continue. ''Hear no evil, see no evil, speak no evil."

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Foundational Investigative Skills Module 2, Lesson 3

Lesson 3 Introduction Residents and their families depend on you to investigate concerns about the quality of care and services given at a facility, especially when those concerns point to possible deficient practices. In such cases, it is your job to gather the evidence, determine the facts, and draw conclusions about whether regulatory requirements have been violated. To do this, you must have access to complete, untainted information. You may not get this type of information if you begin your investigation with facility management.

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Foundational Investigative Skills Module 2, Lesson 3

Begin Your Investigation with the Front Line In order to adequately investigate possible deficient practices, you must rely on witnesses to provide truthful, comprehensive answers to your questions. For this reason, you should always start your interview process at the bottom of the hierarchy. Begin by talking with front-line staff, residents, and other non-management personnel who might have direct, first-hand knowledge of the concern. Whenever possible, you should avoid startin!J your investigation with those in charge of the facility. This practice will decrease the chance of interviewing people who may have already been interviewed by management and possibly influenced by their supervisors.

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