Notice of Service Discharge — Agency Policy Statement

CONFIDENTIAL — FOR AUTHORIZED INTERNAL USE ONLY

Document Type: Agency Policy Statement — Formal Letter of Discharge

Date: April 24, 2026 | Issuing Agency: Comp Serv Health, LLC — North Carolina | Status: Active

Understanding the Discharge Process for In-Home Services

When it comes to in-home services, clear communication and accurate documentation are vital. This post outlines the reasons for discharge and the steps that follow. Our goal is to ensure families understand the process and can navigate it smoothly.

Reason 1: Inability to Staff — EVV Service Address Not Updated

A key requirement for Medicaid-funded in-home services in North Carolina is that the authorized service address must match the physical location where services are provided. The Electronic Visit Verification (EVV) system, NC Medicaid, and the Managed Care Organization (MCO) must all have this information accurately documented.

Recently, we discovered that the service address where care was provided does not match what is currently in the EVV system. Unfortunately, this change was not communicated or updated by the family or guardian. Because of this discrepancy, we cannot lawfully staff, deliver, or bill for services at an unauthorized address. Therefore, we must discontinue services under these circumstances.

Regulatory Basis: NC Medicaid EVV Requirements | 42 CFR §441.301 | NC Medicaid Clinical Coverage Policy 8D (Innovations Waiver) | NC DHHS EVV Policy

Reason 2: Inappropriate Communication with Staff — Risk & Safety Concern

We take the safety and well-being of our staff very seriously. Unfortunately, we have documented a pattern of inappropriate communication directed at our agency personnel. This includes threatening and harassing language that jeopardizes the safety and professional dignity of our team.

Such behavior is unacceptable and has been reviewed by our administration and clinical leadership. We maintain a zero-tolerance policy for any actions that compromise workplace safety.

Regulatory Basis: 10A NCAC 27G .0204 (Staffing Requirements) | NC General Statute §95-130 (Workplace Safety) | Agency Zero Tolerance Policy

Agency Transition of Care Actions

When a discharge occurs, we follow specific steps to ensure a smooth transition:

1. Notification: We will contact the assigned MCO Care Coordinator directly to formally notify them of the discharge decision and its effective date.

2. Initiation of Discharge Process: We will request that the MCO Care Coordinator begin the formal process to discharge the individual from our provider in the MCO's systems.

3. Provider List: We will provide the MCO Care Coordinator and the family or guardian with a list of other qualified Medicaid-enrolled providers in the area who offer similar services.

4. Records Request: Individuals can request their records in writing at compservhealth.com or by calling 888-751-3730. We will provide records within 30 days, as required by HIPAA.

   
   

Important Note: All future communications regarding this matter must be submitted in writing to agency administration. Verbal communications will not be accepted or acted upon.

compservhealth.com

Conclusion: Navigating the Discharge Process

Understanding the discharge process can be challenging. However, we are here to support you every step of the way. We encourage families to keep communication open and ensure that all necessary updates are made promptly. This helps us provide the best possible care and support.

If you have questions or need assistance, please do not hesitate to reach out. We are committed to being your trusted partner in navigating these important matters. Together, we can empower individuals with developmental disabilities to live more independently and enhance their overall quality of life through personalized, compassionate support.