{"ref":"MI-HH-CC-02","title":"Clinical Manager Availability, After-Hours Care, and On-Call","category":"Service delivery","summary":"Sets out how the Agency makes sure a clinical manager, and the Administrator or a pre-designated person, is available during all operating hours; how patients can reach a clinician at any hour through the after-hours line; who takes on-call duty and what on-call staff must do; the Agency's own response-time standards for after-hours calls; and how after-hours calls, visits and orders are documented and handed over.","inShort":["A clinical manager and the Administrator, or the person acting for the Administrator, are available during all office hours.","Outside office hours, call the on-call nurse at (517) 555-0199. Calls are answered or returned within 15 minutes.","In an emergency, call 911 first, then the on-call nurse.","On-call nurses record every call and visit and hand over to the clinical manager by the next business morning.","Every patient gets the clinical manager's name and phone in writing."],"primaryCitation":"42 CFR §484.105(b)(3) and (c)","citations":["Michigan Medicaid Provider Manual, Home Health, Section 10.2"],"federalCitations":["42 CFR §484.105(b)(1)(iii)","42 CFR §484.105(b)(2)","42 CFR §484.105(b)(3)","42 CFR §484.105(c)","42 CFR §484.60(e)(5)","42 CFR §484.80(h)","42 CFR §484.102(c)"],"surveyorAsks":["Who is the clinical manager today, and how would a nurse in the field reach that person right now?","Who acts for the Administrator when the Administrator is away? Show me the written authorization."],"forms":[],"headings":["Terms of Reference","1. Purpose","2. Scope","3. Definitions","4. Policy Statement (42 CFR §484.105(b)(3) and (c))","5. Availability During Operating Hours","6. On-Call Coverage Outside Operating Hours","7. Handling an After-Hours Call","8. Staff in the Field","9. Telling Patients How to Reach the Agency","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":"mi-hha","state":"Michigan","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}}