Safeguarding
This page explains the boundaries of our service, how we protect privacy, what we can and cannot do in an emergency, and how we respond to concerns.
Our commitment
Everyone deserves to feel safe, respected and listened to. Safeguarding means protecting older adults from harm, abuse or neglect, and we take that responsibility seriously in every visit.
What we do, and what we do not do
We provide companionship and practical social support: conversation, shared activities, outings, light help around the home and a friendly, reliable presence.
We do not provide clinical nursing or personal care. This means we do not give medication, carry out medical tasks, or help with washing, dressing or toileting. If these needs arise, we will talk with the family about finding the right professional support.
Confidentiality
What someone shares with us is treated with respect and kept private. We only discuss a person's circumstances with the family members or contacts they have agreed to.
The one exception is when we believe someone may be at risk of harm. In that case, we may need to share information with the right people, such as family, a GP or the local authority, to keep them safe. Wherever possible, we will explain this first.
Emergencies
We are not an emergency service and cannot provide round-the-clock monitoring. If there is an emergency during a visit, we will call 999 and stay with the person until help arrives, then let their named contact know.
Outside of visits, please call 999 in an emergency, or NHS 111 for urgent medical advice. Please do not use our phone line or enquiry form for urgent situations.
How concerns are handled
If we notice signs that something is wrong, such as changes in wellbeing, unexplained injuries, or signs of financial, emotional or physical abuse or neglect, we will record what we saw and heard, and raise it promptly.
Depending on the situation, we will speak with the person, their family or named contact, and, where needed, report it to the local authority's adult safeguarding team. Serious or immediate risks are reported straight away.
Raising a concern with us
If you are worried about a person we support, or about anything to do with our service, please tell us. Every concern is listened to, taken seriously and handled sensitively. You will not be judged for raising it.
Contact us
To raise a non-urgent concern, call us on 0121 409 1531. In an emergency, always call 999.