{"ref":"DC-HC-ADM-03","title":"Client Service Agreement","category":"Service delivery","summary":"Sets out the written service agreement every client must have before services start: each element 22-B DCMR §9911.1 requires (services, schedule, accompaniment and transportation, emergency medical response, conditions for discharge and appeal, missed visits, financial arrangements, the client representative, emergency contacts and the DC Health Complaint Hotline), who signs it and when, and how it is kept up to date.","inShort":["Every client has a written service agreement, signed by the client or representative and the Agency before services start.","The agreement lists the services, the days and hours, what happens if a visit cannot be kept, the charges, and how to reach the Agency at any time.","It also gives the DC Health Complaint Hotline number, (202) 442-4779.","Provide only the services in the agreement and the service plan. Pass any request for a change to the office.","Never accept payment from a client. All payments go to the Agency."],"primaryCitation":"22-B DCMR §9911.1","citations":["22-B DCMR §9908.2(b)","22-B DCMR §9910.1(h)","22-B DCMR §9911.1","22-B DCMR §9912.2","22-B DCMR §9913.1","22-B DCMR §9914.2(d)","22-B DCMR §9916.2(c)","22-B DCMR §9916.2(d)","22-B DCMR §9917.6","22-B DCMR §9999.1"],"federalCitations":[],"surveyorAsks":["Show me this client's service agreement. When was it signed, and when did services start?","Where in the agreement are the procedure for a missed visit and the procedures for emergency medical response?"],"forms":[{"ref":"DC-HC-ADM-03-A","title":"Client Service Agreement"}],"headings":["Terms of Reference","1. Purpose","2. Scope","3. Definitions","4. Policy Statement (22-B DCMR §9911.1)","5. What the Agreement Contains","6. Preparing the Agreement","7. Conditions for Discharge and Appeal","8. Signing Before Services Start","9. Keeping the Agreement Up to Date","10. Following the Agreement","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":"dc-hca","state":"Washington, DC","service":"Home care","guides":[{"path":"/guides/home-care-agency-policies/","h1":"What policies does a home care agency need?"}],"agency":{"name":"Sample Agency","legalName":"Sample Agency, LLC","logo":null}}