Standards for private organizations

2020 Edition

Integrated Care; Health Homes (ICHH) 3: Administrative Practices

The organization's administrative practices support effective health care integration.
2020 Edition




Adults and children who receive integrated care experience improved health care quality, an improved client care experience, and improved clinical and non-clinical outcomes.
All elements or requirements outlined in the standard are evident in practice, as indicated by full implementation of the practices outlined in the Practice Standards.
Practices are basically sound but there is room for improvement, as noted in the ratings for the Practice Standards; e.g.,
  • Minor inconsistencies and not yet fully developed practices are noted; however, these do not significantly impact service quality; or
  • Procedures need strengthening; or
  • With few exceptions, procedures are understood by staff and are being used; or
  • For the most part, established timeframes are met; or
  • Proper documentation is the norm and any issues with individual staff members are being addressed through performance evaluations and training; or
  • Active client participation occurs to a considerable extent.
Practice requires significant improvement, as noted in the ratings for the Practice Standards. Service quality or program functioning may be compromised; e.g.,
  • Procedures and/or case record documentation need significant strengthening; or
  • Procedures are not well-understood or used appropriately; or
  • Timeframes are often missed; or
  • Several client records are missing important information; or
  • Client participation is inconsistent. 
Implementation of the standard is minimal or there is no evidence of implementation at all, as noted in the ratings for the Practice Standards; e.g.,
  • No written procedures, or procedures are clearly inadequate or not being used; or 
  • Documentation is routinely incomplete and/or missing.      
Self-Study EvidenceOn-Site EvidenceOn-Site Activities
  • Procedures that outline appropriate terminology and concepts to use for documentation
  • Copies of informational materials provided to clients and other stakeholders
  • Interviews may include:
    1. Program director 
    2. Relevant personnel 
    3. Persons served 
  • Review case records 
  • Observe health information technologies

ICHH 3.01

Documentation techniques utilize common terms and concepts to facilitate clear and effective communication between primary and behavioral health care providers.

Fundamental Practice

ICHH 3.02

The organization clearly defines for its stakeholders: 
  1. the scope of services offered directly by the organization; 
  2. how information will be shared both internally and externally among collaborating providers; and 
  3. the nature of the relationship that exists between providers when direct services are provided through contract or other agreement between separate legal entities.

ICHH 3.03

The organization uses health information technologies to:
  1. link services including shared access to the person's health information; 
  2. organize, track, and analyze critical program information including referrals and needed follow-up; and
  3. satisfy applicable reporting requirements.