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Scheduling, Missed Visits, and Backup Coverage

Makes sure consumers receive services at the hours stated in their information packet from workers they have been told about, sets the Agency’s own standards for worker call-offs, late and missed visits, after-hours on-call coverage and backup staffing, and, for waiver participants, follows the back-up plan and treats a service interruption that puts the participant at risk as a critical incident.

Preview: full text with a package
About this policy
Policy number
PA-HC-SVC-01
Version
1.0
Main rule
28 Pa. Code §611.57(c)(2)
Library
Pennsylvania home care · 49 policies
Category
Service delivery
Sections
18

In short

  • If you cannot work a visit, call the office at least 2 hours before it starts. A text message alone is not enough.
  • If you are running late, call the office before your start time.
  • Never send someone else in your place, and never leave a consumer who cannot be alone until relief arrives.
  • If the consumer does not answer the door, call the office and wait. Never force your way in.
  • The on-call supervisor is available 24 hours a day at (717) 555-0199.

What's inside

18 sections. The full text comes with the One-time Policy Pack.

Full text with a package
  • Terms of Reference
  • 1. Purpose
  • 2. Scope
  • 3. Definitions
  • 4. Policy Statement (28 Pa. Code §611.57(c)(2))
  • 5. Making and Sharing the Schedule
  • 6. Worker Call-Offs and Lateness
  • 7. Covering an Open Visit
  • 8. When the Consumer Is Not Home or Cancels
  • 9. After-Hours and Backup Coverage
  • 10. Waiver Participants: Back-Up Plans and Service Interruptions
  • 11. Responsibilities
  • 12. Records and Compliance Monitoring
  • 13. Staff Training
  • 14. References
  • 15. Related Policies and Forms
  • 16. Approval
  • 17. Revision History

An inspector may ask

  • How does a consumer find out who is coming and when?
  • What happens when a worker calls off an hour before a shift? Show me your backup list.

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