24-Hour Access, Telephone Response and Emergent Visits
Sets out how the Agency gives access to all services, medications, equipment and supplies during business hours, after hours and in emergencies: 24-hour nursing coverage for telephone consultation and visits, the Agency's plan for prompt telephone response, unscheduled non-emergent visits as agreed with the patient or caregiver, Missouri's requirement that emergent visits be made within 90 minutes from the time the need is identified when clinically indicated, 24-hour medication services for emergencies, other services around the clock, emergencies and 911, and the on-call log.
- Policy number
- MO-HSP-SVC-01
- Version
- 1.0
- Main rule
- 19 CSR 30-35.010(1)(H)
- Library
- Missouri hospice · 59 policies
- Category
- Service delivery
- Sections
- 22
In short
- A nurse can be reached by phone 24 hours a day, every day, at (573) 555-0199.
- Call back every after-hours call within 15 minutes, and within 5 minutes if the patient is in severe distress, is dying or has died.
- When a patient needs an emergent visit, a nurse must arrive within 90 minutes from the time the need is identified.
- For other unplanned visits, agree a time with the patient or caregiver, write it down and keep it.
- Record every call and visit in the log and the clinical record, and hand over to the case manager by 9 a.m. the next business day.
What's inside
22 sections. The full text comes with the One-time Policy Pack.
- Terms of Reference
- 1. Purpose
- 2. Scope
- 3. Definitions
- 4. Policy Statement (19 CSR 30-35.010(1)(H))
- 5. How Patients Reach the Agency
- 6. The On-Call System
- 6.1 Plan for prompt telephone response (Agency standards)
- 7. Triage: Telephone Advice, Non-Emergent Visit or Emergent Visit
- 7.1 Emergent visits within 90 minutes
- 7.2 Unscheduled non-emergent visits
- 8. Medications, Equipment and Supplies After Hours
- 9. Other Services Around the Clock
- 10. Emergencies in the Home and 911
- 11. Recording and Handover
- 12. Responsibilities
- 13. Records and Compliance Monitoring
- 14. Staff Training
- 15. References
- 16. Related Policies and Forms
- 17. Approval
- 18. Revision History
An inspector may ask
- Show me your written policy on access to services, medications, equipment and supplies after hours. What is your plan for prompt telephone response?
- How does the on-call nurse decide that an emergent visit is needed? Are there guidelines for staff?
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