{"ref":"CA-HSP-SVC-01","title":"24-Hour Nursing, On-Call Service and Two-Hour In-Person Response","category":"Service delivery","summary":"Sets out how the Agency meets California's core guarantee that a licensed nurse appears in person, 24 hours a day, seven days a week, within two hours of receiving information that a patient has a medical need or a safety concern exists: the 24-hour telephone line, the on-call schedule, telephone triage, support for the patient until the nurse arrives, how on-call staff reach management, and the call log that proves every response.","inShort":["A licensed nurse must be at the patient's side within two hours of a call about a medical need or a safety concern, at any hour.","On-call nurses call back within 15 minutes of getting the call.","Go whenever the family asks for a visit or the problem cannot be solved safely by phone.","Until the nurse arrives, stay in touch at least every 30 minutes. Anyone may call 911 in an emergency.","Log the time each call came in and the time the nurse arrived."],"primaryCitation":"22 CCR §74820(a)","citations":["22 CCR §74820(a)-(b)","22 CCR §74848(a), (c)","22 CCR §74908(b)(3)","Cal. Health & Safety Code §1746(n)"],"federalCitations":["42 CFR §418.100(c)(2)"],"surveyorAsks":["If a family calls at 2:00 a.m. because the patient is in pain, what happens, and how soon does a nurse arrive?","Show me last month's call log. Were all in-person responses within two hours?"],"forms":[{"ref":"CA-HSP-SVC-01-A","title":"After-Hours Call and Two-Hour Response Log"}],"headings":["Terms of Reference","1. Purpose","2. Scope","3. Definitions","4. Policy Statement (22 CCR §74820(a))","5. The 24-Hour Telephone Line","6. On-Call Staffing","7. Taking a Call","8. Support Until the Nurse Arrives (22 CCR §74820(b))","9. After-Hours Access to Management and Physicians (22 CCR §74848(c)(2))","10. Monitoring the Two-Hour Guarantee","11. Responsibilities","12. Records and Compliance Monitoring","13. Staff Training","14. References","15. Related Policies and Forms","16. Approval","17. Revision History"],"version":"1.0","sample":false,"pack":"ca-hospice","state":"California","service":"Hospice","guides":[{"path":"/guides/hospice-policies/","h1":"What policies are required for hospice?"},{"path":"/guides/hospice-conditions-of-participation/","h1":"Hospice Conditions of Participation: which policies each one needs"}],"agency":{"name":"Sample Agency","legalName":"Sample Agency, LLC","logo":null}}