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All clients/caregivers will be provided with the information regarding service hours of the Agency (see Inside Front Cover) and access to staff for emergencies. Agency will provide adequate, qualified staff for emergency response and troubleshooting related to any services provided to client/caregiver. Emergency Response: 1. On initial visit, client/caregiver will be provided with an Agency business card and telephone number, and will be educated on t he Agency’s twenty-four (24) hours, seven (7) days per week, availability of Home Care staff. 2. Phone calls may be made to the Agency during the office regular business hours Monday-Friday to reach the office staff. a) Emergency calls may be handled after office hours and on weekends by dialing the office number. 1. Notify the answering service of your name/phone number and a representative will contact you ASAP. 2. If caller chooses only to leave a message, the Agency staff will follow up the call on the next business day. 3. Emergency Services are available after office hours, including weekends and on holidays. 4. All clients/caregivers are instructed on admission to contact 911 in the event of a life threatening emergency. b) On-call representatives will handle all problems, or will contact the Director of Nursing for clinical issues. c) The Director of Nursing/On-Call Nurse is responsible for determining the necessity for a home visit, notifying the physician and/or taking other appropriate actions. 3. The on-call representative will keep a log of all calls and actions taken. HOURS OF OPERATION AND EMERGENCY SERVICES Our Agency will take steps as necessary to ensure that qualified persons with disabilities, including those with impaired sensory or speaking skills, receive effective notice concerning benefits of services or written material concerning waivers of rights or consent to treatment. All aids needed to provide this notice are provided without cost to the person being served. The identification of special needs and disabilities are a part of the referral process. Information regarding special services will be posted and presented to individuals upon admission. For Persons With Hearing Impairments: The Agency will make a maximum effort to contract a qualified sign-language interpreter for persons who are deaf/hearing impaired and who use sign-language as their primary means of communication. The following agency offer s the needed services: The Florida Coordinating Council for the Deaf and Hard of Hearing: 4052 Esplanade Way, Bin #A06. Tallahassee, FL 32399 Voice: 850-245-4913 Toll Free Voice: 866-602-3275 TTY: 850-245-4914 Toll Free TTY: 866-602-3276 For Persons With Visual Impairments: Staff communicate the content of written materials concerning the benefits, services, waivers of rights, and consent to treatment forms by reading them out loud to visually impaired persons. Large print, taped and braille materials are available upon request. Please contact the Clinical Manager for these materials. For Persons With Speech Impairments: Writing materials, TDD, computers, and communication boards are available to facilitate communication concerning program services and benefits, waivers of rights and consent to treatment forms. INFORMATION TO PERSONS WITH DISABILITIES AND SENSORY IMPAIRMENTS All of our employees will provide care and services to our clients within the Ethical framework established by the home health care standards, professional requirements and the law during the perform ance of their duties. ETHICS ISSUES NON-DISCRIMINATION POLICY …. As a recipient of Federal financial assistance, our Agency does not exclude, deny benefits to or otherwise discriminate against any person on the grounds of race, color, national origin, disability or age in admission to, participation in, or receipt of the services and benefits of any of its programs and activities or in employment therein, whether carried out by our Agency directly or through a contractor or any other entity with which our Agency arranges to carry out its programs and activities. This statement is in accordance with the provisions of Title VI of the Civil Rights Act of 1964, Section 504 of the Rehabilitation Act of 1973, the Age Discrimination Act of 1975, and Regulations of the U.S. Department of Health and Human Services issued pursuant to the Acts, Title 45 Code of Federal Regulations Part 80, 84, and 91. (Other Federal Laws and Regulations provide similar protection against discrimination on grounds of sex and creed.) In case of question please contact the Agency Section 504 Coordinator, (Agency’s information in the cover of the book). CONFIDENTIALITY All information received by persons employed by or providing services to the Agency and/or received by the Agency through reports or inspections shall be deemed privileged and confidential, and shall be stored and maintained in such a manner as to maintain the confidentiality of same, following HIPAA guidelines . The above information shall include, but not be limited to, client records as well as personnel records. Accessibility to information shall be limited to authorized personnel within the Agency. Information shall not be disclosed without the written consent of the client/guardian and/or employee. Release of information shall be accomplished only upon the approval of the Agency Administrator and/or Designee. At the start of employment all employees shall be instructed in the confidentiality policy of the Agency, and will read and sign a “Confidentiality Statement”. This shall become part of the employee’s personnel record. Breach of confidentiality may be grounds for immediate termination of employment. www.pnsystem.com page 3 sample