ALTCS Provider Non-Provision of Service Log

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

Any time a provider learns their caregiver did not provide care on 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 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.

To record a non-provision of service in housekeeping, personal care, attendance care or respite care, please log in to MercyOneSource with your Provider ID number and password.

4350 E. Cotton Center Blvd.,
Bldg D, Phoenix,
Arizona 85040
Member Services
7 a.m. to 6 p.m. Monday-Friday
602-263-3000,
Toll-free 1-800-624-3879
(TTY/TDD)
Toll-free: 1-866-602-1982

If you or a family member has a medical emergency, dial 911.