{"ref":"FL-HSP-SVC-01","title":"24-Hour Availability, On-Call Service and Response to Requests for Care","category":"Service delivery","summary":"Makes hospice services available 24 hours a day, 7 days a week (s. 400.609, F.S.): direct communication with a member of the hospice care team at all hours; staffing to receive and respond to requests and provide interdisciplinary services around the clock; documentation of every communication and request with its disposition (Rule 59A-38.005(3), F.A.C.); medications, laboratory services and a hospice physician available at all hours; and the Agency’s own call-back and visit standards, which Florida does not set.","inShort":["Patients and families can reach us 24 hours a day at (813) 555-0199.","Call back within 15 minutes. For symptoms you cannot relieve by phone, visit as soon as safely possible (target 90 minutes).","Call the attending physician first, then the on-call hospice physician if you cannot reach them in time.","Write down every call: time, reason, advice, who you called, visit time and outcome.","Give the day team a report on every patient you spoke with at the start of the next business day."],"primaryCitation":"Rule 59A-38.005(3), F.A.C.","citations":["Rule 59A-38.005(3), F.A.C.","s. 400.609, F.S.","Rule 59A-38.004(3)(a)8., (3)(b), F.A.C.","Rule 59A-38.008(2)(b)6., (4)(a), F.A.C.","Rule 59A-38.009(3), F.A.C."],"federalCitations":["42 CFR §418.100(c)(2)","42 CFR §418.106","42 CFR §418.64(a)(3)"],"surveyorAsks":["If I call your after-hours number now, who answers, and how fast will a nurse call back?","Show me the log of after-hours calls and what happened with each one."],"forms":[{"ref":"FL-HSP-SVC-01-A","title":"After-Hours Call and Request Log"}],"headings":["Terms of Reference","1. Purpose","2. Scope","3. Definitions","4. Policy Statement (s. 400.609, F.S.; Rule 59A-38.005(3), F.A.C.)","5. The On-Call System","6. Response Standards","7. Taking and Recording a Call","8. Medicines, Supplies and Laboratory Services at All Hours","9. Continuity of Services","10. Testing the System","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":"fl-hospice","state":"Florida","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}}