medicare regulations for dme and hme companies require this policy if it is applicable to the types of services your dme provides, we make this easy for you with just a small amount of customization, you too will meet the requirements of the federal regulations. this policy is updated to the newest 2010 standards.
SUBJECT: AFTER-HOURS DELIVERY REFERENCE #7103 PAGE: 1 DEPARTMENT: DURABLE & HOME MEDICAL EQUIPMENT OF: 2 EFFECTIVE: APPROVED BY: REVISED: PURPOSE: To address client needs thereby promoting positive client outcomes. To ensure that clients’ health is not jeopardized. POLICY: __________________’s shall have delivery staff (or other qualified individuals) on-call to handle after-hours emergencies. __________________ shall have an established method for contacting the on-call staff to assure timeliness of responses. Delivery staff shall respond to the after-hours caller via phone within 30 minutes. Delivery staff shall determine the nature of the request or complaint and respond in accordance with the following procedure: Provide consultation and guidance with problem-solving over the phone. Determine if an on-site response to the call can be delayed until the next working day, without posing a threat to the client’s safety and/or health. Respond with an on-site visit, as required. PROCEDURE: Following receipt of an after-hours call, the on-call staff shall take the following steps: Document the call on the Telephone and Communication Log and include the following: Date Time call was received Client name © The Compliance Doctor, LLC SUBJECT: AFTER-HOURS DELIVERY REFERENCE #7103 PAGE: 2 DEPARTMENT: DURABLE & HOME MEDICAL EQUIPMENT OF: 2 EFFECTIVE: APPROVED BY: REVISED: Time of response to client Reason for call, including any specifics Name of individual receiving call Dress in appropriate work attire (uniforms if applicable), when making calls after hours. Proceed directly to the warehouse, if a visit is required and obtain the necessary tools, equipment and delivery vehicle. Perform visit as required. An employee should request that a second employee accompany him or her for the home visit if the employee’s safety is in question. Record details of visit on an on-call worksheet. Contact the Operations Manager or designee to determine what course of action should be taken if problems are encountered. After the visit is completed, return to the warehouse to park and restock truck as required. File on-call worksheet in client’s home care record to document details of visit. © The Compliance Doctor, LLC
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