{"ref":"TX-HH-CC-02","title":"Backup Services, After-Hours Care, and On-Call","category":"Service delivery","summary":"Sets out how the Agency makes sure care continues when an assigned staff member is not available, how patients reach the Agency or other care after business hours, how the on-call registered nurse and on-call administrator are scheduled and respond, and how missed visits are handled.","inShort":["Our after-hours line, (512) 555-0199, is answered at all times. A supervising nurse or the alternate can always be reached.","On-call nurses answer or return every call within 15 minutes and record every call.","If you cannot make a visit, tell the scheduler as soon as you can, at least two hours before.","The patient must be called before the visit time if someone else is coming or the visit must move. Never pressure a patient to accept a particular backup.","Teach every patient how to reach us day and night, when to call their doctor, and when to call 911."],"primaryCitation":"26 TAC §558.290","citations":["26 TAC §558.290","26 TAC §558.243","26 TAC §558.210","26 TAC §558.281"],"federalCitations":["42 CFR §484.105(b)(3)","42 CFR §484.105(b)(1)(iii)"],"surveyorAsks":["Who is on call tonight, and how would a patient reach that person?","Call your after-hours number now."],"forms":[],"headings":["Terms of Reference","1. Purpose","2. Scope","3. Definitions","4. Policy Statement (26 TAC §558.290)","5. The On-Call System","6. Handling an After-Hours Call","7. Backup When Assigned Staff Are Not Available","8. The Patient’s Designee as Backup","9. Teaching Patients How to Get Care After Hours","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":"tx-lhhs","state":"Texas","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 Home Health Agency","legalName":"Sample Home Health Agency, LLC","logo":null}}