{"ref":"NC-HH-CC-02","title":"On-Call Services, After-Hours Care, and Supervisor Availability","category":"Service delivery","summary":"Provides on-call nursing 24 hours a day, seven days a week, keeps every current and past on-call schedule for at least one year for the Department, keeps a registered nurse available (and able to go on site) whenever home health aides are working, keeps the administrator or a pre-designated person and a clinical manager available during all operating hours, tells every patient how to reach the on-call service and a supervisor, and logs and follows up every after-hours call.","inShort":["A nurse is on call 24 hours a day, 7 days a week. The after-hours number is (919) 555-0199.","The on-call nurse returns calls within 15 minutes; emergencies go to 911.","Aides: a registered nurse is always available while you work and can come to the home if needed.","Log every after-hours call and hand off anything unresolved the next business day.","Every patient gets the office and after-hours numbers at the first visit."],"primaryCitation":"10A NCAC 13J .1102(c)","citations":["10A NCAC 13J .0901","10A NCAC 13J .1102(c)","10A NCAC 13J .1107(f)","10A NCAC 13J .1108(b)","10A NCAC 13J .1108(c)","10A NCAC 13J .1109(c)","10A NCAC 13J .1110(g)","G.S. 131E-144.3"],"federalCitations":["42 CFR §484.105(b)(1)","42 CFR §484.105(b)(3)"],"surveyorAsks":["Show me the on-call schedule for last March. Who was the nurse on call?","What happens when a patient calls at 2 a.m.? How fast is the call returned?"],"forms":[{"ref":"NC-HH-CC-02-A","title":"On-Call Schedule and After-Hours Call Log"}],"headings":["Terms of Reference","1. Purpose","2. Scope","3. Definitions","4. Policy Statement (10A NCAC 13J .1102(c))","5. The On-Call Schedule","6. Handling Calls Outside Office Hours","7. Supervisor Available Whenever Aides Work","8. Administrator and Clinical Manager Availability","9. Telling Patients","10. Testing and Review","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":"nc-hha","state":"North Carolina","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}}