Non-Provision Service Logs

What to do if caregivers don’t provide care on time

AHCCCS requires that critical services, which include attendant care, housekeeping, personal care and scheduled respite, be delivered on schedule.

Any time a provider learns that a caregiver did not provide care at the scheduled time and date, the provider must take three actions.

  1. Be prepared to send a replacement caregiver within two hours of the scheduled time and date of service unless otherwise directed by the member or member’s family.
  2. Report the non-provision of service (NPS) on this website. You must log in to MercyOneSource to report the non-provision of service on this website. All non-provisions must be reported online no later than the fifth business day of the following month. Once all reports are received, the Mercy Care Plan NPS Coordinator is required to audit the reports, clarify any concerns and educate providers as needed, before reporting to ALTCS by the 10th business day.
  3. Contact the member's case manager.

You should have been trained on how to report a non-provision of service. If you would like re-training or additional information, contact Charlene Garcia at 623-474-2301.