{"ref":"OH-HC-SP-02","title":"Scheduling, Missed Visits, and Back-Up Plans","category":"Service delivery","summary":"Sets how the Agency schedules visits, keeps an agency back-up plan and a written back-up plan for each client, handles aide call-offs, late and missed visits and clients who are not at home, and gives the notices that ODA and ODM rules require when an authorized service is not provided as planned.","inShort":["If you cannot work a visit, call the office as soon as you know, at least two hours before, except in a sudden emergency.","Call the office if you will be more than 15 minutes late.","Stay for the whole visit. Never leave early without calling the office first.","If the client does not answer the door, knock again, call the client, then call the office and wait for instructions.","Every client has a back-up plan. The office uses it and tells the client when a visit cannot happen."],"primaryCitation":"OAC 173-39-02.11(C)(2)(c)","citations":["OAC 173-39-02.11(C)(2)(b), (c)","OAC 173-39-02.8(B)(3)","OAC 173-39-02(B)(3)(b)(i)","OAC 173-39-02(B)(8)(e)","OAC 5160-44-31(B)(8)(b), (c)","OAC 5160-45-03(B)(1)(e), (o)","OAC 5160-44-02(B)(1)(h)"],"federalCitations":[],"surveyorAsks":["What happens when an aide calls off an hour before a visit to a client who lives alone?","Show me this client's back-up plan. Who helped develop it?"],"forms":[{"ref":"OH-HC-SP-02-A","title":"Missed Visit and Back-Up Coverage Log"},{"ref":"OH-HC-SP-02-B","title":"Client Back-Up Plan"}],"headings":["Terms of Reference","1. Purpose","2. Scope","3. Definitions","4. Policy Statement (OAC 173-39-02.11(C)(2)(c))","5. Scheduling Visits","6. The Agency Back-Up Plan","7. The Client Back-Up Plan","8. Aide Call-Offs and Running Late","9. When a Visit Will Be Missed or Late","10. Client Cancellations and Clients Who Are Not Home","11. Staying for the Whole Visit","12. Monitoring","13. Responsibilities","14. Records and Compliance Monitoring","15. Staff Training","16. References","17. Related Policies and Forms","18. Approval","19. Revision History"],"version":"1.0","sample":false,"pack":"oh-hca","state":"Ohio","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}}