{"ref":"DC-HH-CC-02","title":"After-Hours Availability, On-Call, Missed Visits, and Contingency Staffing","category":"Service delivery","summary":"Makes sure patients can reach the Agency at all hours: a District office staffed at least eight hours a day Monday through Friday, a registered nurse on call at all other times, named employees and protocols for emergencies in each plan of care, prompt handling of late and missed visits, contingency staffing so a patient is not left without care when an assigned worker cannot come, and reports to DHCF within three business days when an authorized DC Medicaid PCA visit is not delivered.","inShort":["A registered nurse is on call at all hours outside the office day. Patients call (202) 555-0199.","If you will be late or miss a visit, call the scheduler or on-call nurse as soon as you know.","Patients who cannot safely go without a visit are covered the same day. Every missed visit is written up.","DC Medicaid personal care: any service not delivered is reported to DHCF within three business days of the scheduled visit.","A personal care aide reports a big change in a patient’s health to the nurse at once in an emergency, and within 4 hours otherwise."],"primaryCitation":"22-B DCMR §3914.3(l)","citations":["22-B DCMR §3914.3","22-B DCMR §3900.5","22-B DCMR §3920.5","22-B DCMR §3911.2","29 DCMR §5006.16","29 DCMR §5008.3","29 DCMR §5006.12","29 DCMR §5006.14"],"federalCitations":["42 CFR §484.105(b)(1)(iii)","42 CFR §484.105(b)(2)","42 CFR §484.105(b)(3)","42 CFR §484.60(e)"],"surveyorAsks":["How does a patient reach a nurse at 2 a.m.? Show me the on-call schedule for this month.","Show me how the on-call nurse documented last week’s calls."],"forms":[{"ref":"DC-HH-CC-02-A","title":"Missed Visit and Service Failure Report"}],"headings":["Terms of Reference","1. Purpose","2. Scope","3. Definitions","4. Policy Statement (22-B DCMR §3900.5; §3914.3(l)-(m))","5. Reaching the Agency","6. The On-Call System","7. Emergencies in the Home","8. Late and Missed Visits","9. Contingency Staffing","10. Monitoring","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-hha","state":"Washington, DC","service":"Home health","guides":[{"path":"/guides/home-health-agency-policies/","h1":"What policies and procedures are required for home health agencies?"},{"path":"/guides/home-health-conditions-of-participation/","h1":"Home health Conditions of Participation: which policies each one needs"}],"agency":{"name":"Sample Agency","legalName":"Sample Agency, LLC","logo":null}}