{"ref":"FL-HC-SVC-01","title":"Scheduling, Missed Visits, and Backup Coverage","category":"Service delivery","summary":"Makes sure each client receives every visit in the service agreement, as Rule 59A-8.020(1), F.A.C. (\"This responsibility includes assuring the patient receives all assigned visits.\") and Rule 59A-8.025(9), F.A.C., require: schedules built from the agreement and staffed by qualified, cleared staff; call-in rules for late or absent staff; replacement and backup coverage; client notice; logging of every missed or late visit on Form FL-HC-SVC-01-A; and monthly review, because a pattern of failing to provide agreed services is fined $5,000 per occurrence (s. 400.474(5), F.S.).","inShort":["Arrive on time and record your visit, including electronic visit verification when required.","If you will be late or cannot work, speak to the office (after hours (813) 555-0199) as soon as you know, at least 2 hours before when possible.","Never swap visits or send someone else without the office's approval.","Never leave a client who cannot be alone until the next caregiver arrives or the office says it is safe.","If a client does not answer the door, do not leave: call the office. If you see or hear the client in distress, call 911."],"primaryCitation":"Rule 59A-8.020(1), F.A.C.","citations":["Rule 59A-8.020(1), F.A.C.","Rule 59A-8.025(9), F.A.C.","Rule 59A-8.003(9)(d), F.A.C.","s. 400.474(5), F.S.","s. 400.471(8)(g), F.S.","s. 400.492(3), F.S.","s. 400.487(1), F.S."],"federalCitations":[],"surveyorAsks":["How do you make sure this client receives every visit in the service agreement?","What happens when an aide calls out sick an hour before a visit?"],"forms":[{"ref":"FL-HC-SVC-01-A","title":"Missed or Late Visit Report"}],"headings":["Terms of Reference","1. Purpose","2. Scope","3. Definitions","4. Policy Statement (Rule 59A-8.020(1), F.A.C.)","5. Building the Schedule","6. Arriving, Late or Absent: What Direct Care Staff Do","7. Finding a Replacement","8. Logging Missed and Late Visits","9. Why Missed Visits Matter","10. Client Cancellations and Changes","11. When the Client Does Not Answer the Door","12. Backup Coverage and After Hours","13. Medicaid and Managed Care Plan Members","14. Responsibilities","15. Records and Compliance Monitoring","16. Staff Training","17. References","18. Related Policies and Forms","19. Approval","20. Revision History"],"version":"1.0","sample":false,"pack":"fl-hca","state":"Florida","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}}