Standards for public agencies

2020 Edition

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

The agency'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.
Full Implementation, Outstanding Performance
A rating of (1) indicates that the agency's practices fully meet the standard and reflect a high level of capacity.  
  • All elements or requirements outlined in the standard are evident in practice, with rare or no exceptions: exceptions do not impact service quality or agency performance. 
Substantial Implementation, Good Performance
A rating of (2) indicates that an agency's infrastructure and practices are basically sound but there is room for improvement.
  • The majority of the standards requirements have been met and the basic framework required by the standard has been implemented. 
  • Minor inconsistencies and not yet fully developed practices are noted; however, these do not significantly impact service quality or agency performance.

Partial Implementation, Concerning Performance
A rating of (3) indicates that the agency's observed infrastructure and/or practices require significant improvement.  

  • The agency has not implemented the basic framework of the standard but instead has in place only part of this framework.  
  • Omissions or exceptions to the practices outlined in the standard occur regularly, or practices are implemented in a cursory or haphazard manner.  
  • Service quality or agency functioning may be compromised.  
  • Capacity is at a basic level.
Unsatisfactory Implementation or Performance
A rating of (4) indicates that implementation of the standard is minimal or there is no evidence of implementation at all.  
  • The agency’s observed service delivery infrastructure and practices are weak or non-existent; or show signs of neglect, stagnation, or deterioration.
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

PA-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

PA-ICHH 3.02

The agency clearly defines for its stakeholders: 
  1. the scope of services offered directly by the agency; 
  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.

PA-ICHH 3.03

The agency 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.