On-Call

Purpose: 

To provide guidance on the on-call process for Recover Care (both Community and @ Home)

Regulation: 
Policy: 

Measurement:

  1. 100% of all On-Call calls received are in the system within 24-hours
  2. 100% of all *urgent* on-call calls are in the system before the next business day

Process:

  1. Log into ClearCare and pull up the related client or caregiver profile and scroll down to the Activity section and expand it
  2. Click on New Task or Make a Note
    1. Use New Task when you have a follow-up
    2. Use Make a note when it's a finite task that is resolved with no follow-up
  3. Fill in the details of the note with special consideration to the specific items needed in the description:
    1. List all people in the related to field including employees, clients and client contacts
    2. Tag it with On-Call - Staffing or On-Call - Nursing depending on the type of call
    3. Description:
      1. MUST INCLUDE Time, Follow-up (if any) and Details about the call
        NOTE: Surveyors may see these comments so please ensure they are appropriate for anyone to see.
    4. Daily, Nurses and Administrators must run the On-Call Report Last 3 Days in the custom reports section
      1. Sort by Location or Date to see the latest.  The person running it can also see who put in the note.