{"ref":"LA-HC-GOV-04","title":"Business Location, Office Hours, Telephone, Branches, and Notices of Change","category":"Governance","summary":"Sets the conditions the Agency must meet to stay operational and licensed in Louisiana: a staffed business location with posted hours, a published telephone number answered 24 hours a day with calls returned within one business day, fax and email, rules for branch offices, and the written notices HSS and Medicaid must receive when the Agency's name, address, telephone, hours or key personnel change.","inShort":["The Agency's main number, (225) 555-0100, is answered 24 hours a day, every day, including holidays.","Every client call is returned within one business day. Calls about missed visits or safety are returned right away.","Clients get the number in writing when they start, once a year, and whenever it changes.","If the office must close unexpectedly, the Administrator must tell HSS within two business days.","Never store client records in a shared hallway, kitchen or other common area."],"primaryCitation":"LAC 48:I.5031","citations":["LAC 48:I.5005.E","LAC 48:I.5031","LAC 48:I.5032","LAC 48:I.5013","LAC 48:I.5053.D","LAC 48:I.5026.B","Medicaid Services Manual, Chapter 30, §30.6"],"federalCitations":[],"surveyorAsks":["What are your posted days and hours of operation? Who is on duty in the office during those hours?","Call your published number after hours. Who answers, and how are client calls returned within one business day?"],"forms":[{"ref":"LA-HC-GOV-04-A","title":"Notice of Change Log"},{"ref":"LA-HC-GOV-04-B","title":"Notice of the Agency's Published Telephone Number"}],"headings":["Terms of Reference","1. Purpose","2. Scope","3. Definitions","4. Policy Statement (LAC 48:I.5031)","5. The Business Location","6. Office Hours and Staffing the Office","7. Telephone, Fax, Email and Returning Calls","8. Telling Clients the Telephone Number","9. Notices of Change to HSS and Medicaid","10. Branch Offices","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":"la-hca","state":"Louisiana","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}}