9911. CLIENT SERVICE AGREEMENT

9911 CLIENT SERVICE AGREEMENT 9911.1 There shall be a written service agreement between each client and the home support agency. The agreement shall: Specify the services to be provided by the home support agency, including but not limited to: Frequency of visits including scheduled days and hours; Accompaniment and/or transportation agreements as appropriate; Procedures for emergency medical response; and Conditions for discharge and appeal; Specify the procedure to be followed when the home support agency is not able to keep a scheduled client visit; Specify financial arrangements, which shall minimally include: A description of services purchased and the associated cost; An acceptable method of payment(s) for services; An outline of the billing procedures, including any required deposits, if applicable; A requirement that all payments by the client for services rendered shall be made directly to the home support agency or its billing representative and no payments shall be made to or in the name of individual employees of the home support agency; and The home support agency’s policies for non-payment; Identify the client representative, if applicable; Specify the home support agency’s emergency contact information during both business and non-business hours; Specify the number for the Department of Health’s Complaint Hotline; Be signed by the client or client representative, if applicable, and the representative of the home support agency prior to the initiation of services; Be given to the client or client representative, if applicable, and a copy shall be kept in the client record; and Be reviewed and updated as necessary to reflect any change in the services or the financial arrangements. SOURCE: Final Rulemaking published at 67 DCR 9476 (August 7, 2020). District of Columbia Municipal Regulations Public Health and Medicine 22-B DCMR § 9911