Policy Manual sample

MDT Home Health Care Agency, Inc. ON CALL AND EMERGENCY SERVICES POLICY: All clients will be provided with the correct information regarding service hours of the Agency and access to staff for emergencies. Agency will provide adequate, qualified staff for emergency response and troubleshooting related to any services provided to client/care giver. Clients/care givers will be informed when Home Health visits, originally scheduled for regular business hours, need to occur after 5:00 pm PROCEDURE: Emergency Response: 1. On initial visit, client/care giver will be provided with an Agency Client Handbook and telephone number, and will be educated on Agency’s twenty-four (24) hours, seven (7) days per week, availability of Home Care staff. 2. Staff will discuss Client handbook with the client/care giver: a) Telephone calls may be made to the Agency during office hours of 9:00 am to 5:00 pm, Monday thru Friday. b) After office hours and on weekends/holidays, on call supervisor may be reached by dialing office number: 1. If a true emergency exists, caller will inform service of the type of emergency and staff member will return call immediately. 2. If caller chooses only to leave a message with the service, he/she may do so and Agency staff will follow up on the call on next business day. 3. Only emergency/scheduled visits are made on weekends and holidays. 4. All clients/care givers are instructed verbally on admission to contact 911 in the event a life threatening emergency occurs. c) On-call representatives will handle all problems, or will contact the Home Care licensed staff/supervisor as appropriate. d) The Home Health Care Staff is responsible for determining the necessity for a home visit, notifying the physician and/or taking other appropriate action. 3. The on-call representative will keep a log of all calls and action taken. Home Health Agency Policies A-60