Schedule Change - Client Driven

Purpose: 


Regulation: 
Policy: 

Measurement:


Process:

  • If the client/staffing contact calls to cancel their shift, more than 24 hours before their scheduled shift:
    • Thank employee for calling and confirm the shift will be cancelled.
    • Call the scheduled employee and let them know the shift has been cancelled.
  • If client/staffing contact calls to cancel their shift, less than 24 hours before their scheduled shift (not related to death or hospitalization):
    • Let the client/staffing contact know we require 24 hour notice, and we will still need to bill the shift. Confirm they still would like the visit cancelled. If the client/staffing contact takes issue with this, the Team Coordinator must engage the Clinical Manager / Administrator to determine if an exception will be made.
    • If they do still want to cancel the shift, notify the caregiver the shift has been cancelled, by they will still be paid. If there happens to be another open shift at that time, see if the employee will work that instead (and not be paid the cancelled shift time)
    • **IF an exception is made to cancel the shift within 24 hours of the scheduled time, the Team Coordinator must work with the Clinical Manager / Administrator to determine employee payment
  • If the client/staffing contact calls to change their shift, more than 24 hours before their scheduled shift:
    • Thank the client/staffing contact for calling and confirm the time will be updated
    • Call the scheduled employee and update them on time change and update shift in the schedule.
    • If the new time does not work for the employee, the TC will need to restaff the shift and provide a schedule confirmation with the client/ staffing contact.
  • If the client/staffing contact calls to change their shift, less than 24 hours before their scheduled shift:
    • Let the caller know we typically ask for 24-hour notice for any change in services, but that we will work to accommodate and call back with confirmation
    • Contact the employee working the shift. 
    • If the time change works for that employee, update shift in the schedule and confirm with family.
    • If the time change does not work for the employee, notify client/staffing contact the time doesn’t work for the employee and see if they would like you to find someone else or keep the time the same.