Policies

PRIVACY POLICY

DATA COLLECTION

At Mobile Nursing and Health Services, we respect your privacy and are committed to protecting your personal information. This Privacy Policy outlines how we collect, use, disclose, and safeguard your data when you make bookings on our website.

1. Information We Collect: We may collect personal information, including your name, contact details, medical history, and preferences, to facilitate your bookings and provide personalised nursing services.

2. How We Use Your Information: We use your information to process bookings, confirm appointments, provide nursing services, and communicate important updates. Your data helps us tailor our services to your specific needs and preferences.

3. Data Security: We employ industry-standard security measures to protect your data against unauthorised access, disclosure, alteration, or destruction. Your information is stored securely and accessible only to authorised personnel.

4. Third-Party Disclosure: We do not sell, trade, or transfer your personal information to outside parties. Your data is shared with healthcare professionals directly involved in your care, ensuring the highest quality of service.

5. Cookies: We may use cookies to enhance your browsing experience. You can adjust your browser settings to refuse cookies, but this may limit some website functionalities.

6. Consent: By using our website and making bookings, you consent to the terms outlined in this Privacy Policy.

PRIVACY POLICY

GENERAL

Mobile Nursing and Health Services values your privacy and is committed to protecting your personal information. This General Privacy Policy applies to all interactions with our services, both online and offline.

1. Information Collection: We collect personal information, such as your name, contact details, and medical history, to provide nursing services, process payments, and improve customer experience.

2. Data Usage: We use your data to deliver personalised nursing care, process transactions, respond to inquiries, and improve our services. Your information helps us tailor our offerings to your needs.

3. Information Sharing: We do not share your personal information with third parties for marketing purposes. We may share data with healthcare professionals directly involved in your care to ensure seamless service delivery.

4. Data Retention: Your data is retained for the duration necessary to fulfill the purposes outlined in this policy, unless a longer retention period is required or permitted by law.

5. Your Rights: You have the right to access, correct, or delete your personal information. If you have any concerns about your data, please contact us using the information provided below.

6. Changes to Privacy Policy: We reserve the right to modify this Privacy Policy at any time. Updates will be posted on our website, and the revised policy will apply to all data collected after the change date.

Last updated: 13/10/2023

SAFETY POLICY

SAFETY

At Mobile Nursing and Health Services, the safety and well-being of our nursing care staff are paramount. We are committed to providing a safe working environment for our employees when they are in your home. To ensure the security of both our staff and clients, we have implemented the following safety policy:

1. Client Communication: We encourage open communication between clients and our staff. If you have specific concerns, instructions, or safety protocols you'd like our staff to follow, please communicate them clearly. We respect your privacy and confidentiality.

2. Emergency Procedures: Our nursing care staff are trained in emergency procedures. They are equipped to handle medical emergencies and will follow established protocols to ensure the safety and well-being of both the client and themselves.

3. Infection Control: Our staff strictly adhere to infection control protocols, including proper hand hygiene, the use of personal protective equipment (PPE), and safe disposal of medical waste, to minimise the risk of spreading infections.

4. Safe Work Environment: We assess the home environment to identify and mitigate potential safety hazards. Our staff will work with you to create a safe space, ensuring clear pathways, adequate lighting, and proper ventilation.

5. Personal Safety Equipment: Our nursing care staff are equipped with appropriate safety equipment, including gloves and masks, to protect themselves and clients. They will use these items as necessary, following infection control guidelines.

6. Training and Education: Our staff undergo regular training on safety protocols, including safe lifting techniques, fall prevention, and emergency response procedures. We ensure they are well-prepared to handle various situations.

7. Professional Conduct: Our nursing care staff are expected to maintain a high level of professionalism and respect at all times. They will respect your privacy, dignity, and property while providing care.

8. Incident Reporting: In the event of any safety concerns, incidents, or accidents, our staff are required to report them promptly. We investigate all incidents to prevent recurrence and continuously improve our safety measures.

9. Feedback and Improvement: We welcome feedback from both clients and staff regarding safety concerns. Your input is valuable and helps us enhance our safety policies and procedures.

By adhering to these safety guidelines, we aim to provide the best possible care to our clients while ensuring the safety and security of our nursing care staff. If you have any questions or concerns about our safety policies, please do not hesitate to contact us.

CLIENT BEHAVIOUR AND RESPECT POLICY

CLIENT BEHAVIOUR AND RESPECT TO THE SERVICE

At Mobile Nursing and Health Services, we are dedicated to providing exceptional care to our clients while ensuring a safe and respectful environment for our nursing care staff. To maintain a positive atmosphere and uphold the dignity and professionalism of everyone involved, we kindly request that our clients adhere to the following guidelines:

1. Respect and Dignity: Treat our nursing care staff with respect and dignity, recognizing their expertise and professionalism. We expect all clients and their families to communicate courteously and considerately.

2. Privacy and Confidentiality: Respect the privacy and confidentiality of our nursing care staff. Do not inquire about personal matters unrelated to the care provided, and refrain from discussing sensitive topics.

3. Communication: Maintain open and clear communication with our nursing care staff. Clearly express your needs, concerns, and preferences to ensure the best quality of care. Listen to the instructions and advice given by our staff, understanding that they are based on professional knowledge and experience.

4. Timeliness: Be punctual for scheduled appointments. If there are any changes in the appointment time, please notify us as soon as possible to avoid any inconvenience to our nursing care staff.

5. Safe Environment: Ensure a safe and clean environment for our nursing care staff. Clear pathways, provide adequate lighting, and remove any potential hazards. Inform our staff of any safety concerns within the home.

6. Personal Belongings: Respect the personal belongings and professional equipment of our nursing care staff. Do not handle or use any items without permission.

7. Feedback and Concerns: Provide constructive feedback if you have concerns about the care provided. We value your input, and your feedback helps us improve our services. Please address any issues directly with our management team.

8. Appropriate Behavior: Maintain appropriate behavior and language. Any form of harassment, discrimination, or verbal abuse will not be tolerated.

9. Payment and Billing: Adhere to the agreed-upon payment schedule and billing procedures. If there are concerns or questions regarding billing, address them promptly with our billing department.

By adhering to these guidelines, you contribute to a positive and respectful atmosphere that benefits everyone involved in the care process. We appreciate your cooperation in creating a nurturing environment for our nursing care staff to deliver the best possible care. If you have any questions or concerns about these guidelines, please do not hesitate to contact us.

PET MANAGEMENT POLICY

PET POLICY

At Mobile Nursing and Health Services, the safety and well-being of our nursing and carer staff are of utmost importance. To maintain a safe environment and ensure the comfort of our staff, we kindly request that our clients adhere to the following guidelines regarding pets:

1. Pet Restriction: We kindly request that all pets be safely secured in a separate room or area away from our nursing and carer staff during their visit. This restriction includes dogs, cats, birds, and any other domestic animals present in the client's home.

2. Allergies and Fear: Some members of our staff may have allergies or fear of certain animals. To avoid any potential issues, please keep all pets away from the areas where our staff will be providing care.

3. Distraction and Safety: Pets, especially dogs, can become excited or protective in the presence of strangers. To prevent distractions and ensure the safety of our staff, it's essential to keep pets in a separate area to avoid any accidental incidents.

4. Respect for Staff: Respecting this policy demonstrates consideration for our staff, allowing them to focus entirely on providing the best possible care to our clients without concerns about allergies, distractions, or potential pet-related incidents.

5. Cooperation and Communication: We appreciate your cooperation in ensuring that pets are kept away from our nursing and carer staff. If you have any concerns about this policy or if there are specific considerations regarding your pets, please communicate with our office in advance. We are open to discussing individual cases and finding suitable solutions.

By adhering to this policy, you contribute to a safe and focused environment, allowing our nursing and carer staff to deliver the highest quality of care without any disturbances. Your understanding and cooperation are greatly appreciated. If you have any questions or require further clarification, please do not hesitate to contact us.

INFORMED CONSENT POLICY

INFORMED CONSENT

At Mobile Nursing and Health Services, we believe in fostering a transparent and trusting relationship with our clients and patients. Informed consent is an essential part of this relationship, ensuring that you have a clear understanding of your care and can make decisions about your treatment with confidence. Please read the following policy carefully to understand how we obtain and respect your informed consent.

1. Definition of Informed Consent: Informed consent is the process by which you, as a client or patient, are fully informed about the nature, risks, benefits, and alternatives of your medical treatment or procedure. You have the right to ask questions, seek clarification, and make decisions based on this information.

2. Your Right to Informed Consent: You have the right to be informed about your healthcare plan, including the proposed treatments, medications, procedures, potential risks, expected outcomes, and any available alternatives. We encourage you to ask questions and seek additional information until you feel confident in your understanding.

3. Consent Process: Our healthcare professionals will provide you with detailed information about your proposed care plan, including the purpose, potential risks and benefits, expected outcomes, and any available alternatives. You will have the opportunity to ask questions and discuss your concerns. Your consent will be obtained in writing before any significant treatment or procedure begins.

4. Voluntary Participation: Your consent is entirely voluntary. You have the right to refuse or withdraw your consent at any time without affecting your right to future care or treatment. If you choose not to consent to a particular treatment, we will discuss alternative options or potential consequences.

5. Special Considerations: In cases involving minors, individuals with limited decision-making capacity, or patients with cognitive impairments, consent will be obtained from legal guardians or designated representatives following applicable legal guidelines.

6. Documentation: All informed consent discussions and signed consent forms will be documented in your medical records. This documentation ensures that your consent was obtained in an informed and voluntary manner.

7. Language and Communication: We are committed to ensuring that you fully comprehend the information provided. If English is not your primary language or if you have communication challenges, we will arrange for professional interpreters or assistive devices to facilitate the consent process.

By engaging in the informed consent process, you actively participate in your healthcare decisions, promoting a collaborative and respectful partnership between you and Mobile Nursing and Health Services. If you have any questions or concerns about this policy or your treatment plan, please do not hesitate to contact us. Your well-being and understanding are our top priorities.

COMPLAINTS AND GRIEVANCES POLICY

COMPLAINTS AND GRIEVANCES RESOLUTION POLICY

At Mobile Nursing and Health Services, we are committed to providing high-quality care and services to our clients while maintaining a positive and respectful environment for our staff. We encourage open communication and value your feedback. This policy outlines the procedure for clients and staff to report complaints, concerns, or grievances, ensuring a timely and fair resolution process.

1. Reporting Complaints and Concerns: Clients and staff members are encouraged to report any complaints, concerns, or grievances promptly. These can be related to the quality of care, staff behavior, policies, or any other matter that affects the well-being of clients or the work environment of staff.

2. How to Report:

Clients: Clients can report complaints or concerns to their assigned nurse, caregiver, or contact our customer service department via phone or email.
Staff: Staff members can report complaints or concerns to their supervisor, HR representative, or through an anonymous suggestion box, if available.

3. Confidentiality and Non-Retaliation: All complaints and concerns will be treated confidentially. Mobile Nursing and Health Services prohibits any form of retaliation against clients or staff members who report complaints or grievances in good faith.

4. Investigation and Resolution: Upon receiving a complaint or concern, Mobile Nursing and Health Services will conduct a thorough and impartial investigation. The complaint will be reviewed, and parties involved may be interviewed if necessary. We aim to resolve complaints in a timely manner, keeping all parties informed of the progress.

5. Timely Response: Mobile Nursing and Health Services is committed to providing a timely response to all complaints and concerns. Clients and staff members can expect to receive acknowledgment of their complaint within [specify time frame, e.g., 48 hours], and a resolution plan within [specify time frame, e.g., 7 days] after the initial report.

6. Escalation Process: If a resolution is not satisfactory, clients and staff members have the right to escalate their complaint to higher management. Contact details for the escalation process will be provided during the initial complaint response.

7. Continuous Improvement: Mobile Nursing and Health Services values all complaints and concerns as opportunities for improvement. All reported issues will be analysed, and appropriate actions will be taken to prevent similar occurrences in the future.

8. Record Keeping: Mobile Nursing and Health Services will maintain records of all complaints, investigations, and resolutions. These records are kept confidential and used for the purpose of improving our services and addressing recurring issues.

We encourage all clients and staff to actively participate in this process, allowing us to continuously improve our services and maintain a positive environment for everyone involved. Your feedback is invaluable in helping us achieve our commitment to excellence.

STAFF CODE OF CONDUCT POLICY

CODE OF CONDUCT

At Mobile Nursing and Health Services, our nursing and carer staff play a vital role in providing compassionate and professional care to our clients. To maintain the highest standards of service, we have established this Code of Conduct outlining the expectations for our dedicated staff members:

1. Professionalism: Maintain the highest level of professionalism in all interactions with clients, families, colleagues, and other healthcare professionals. Uphold the reputation and integrity of Mobile Nursing and Home Services at all times.

2. Respect and Dignity: Treat all clients and their families with respect, dignity, and empathy. Acknowledge and honor the cultural, religious, and personal beliefs of clients and colleagues.

3. Confidentiality: Safeguard client confidentiality and privacy at all times. Do not discuss client information or matters outside of the necessary professional context. Adhere strictly to guidelines and other applicable privacy laws.

4. Communication: Ensure clear and respectful communication with clients, families, and colleagues. Listen actively, provide information effectively, and address concerns promptly and professionally.

5. Collaboration: Collaborate effectively with other members of the healthcare team, including doctors, therapists, and social workers. Foster a team-oriented approach to ensure comprehensive and coordinated care.

6. Punctuality and Reliability: Arrive punctually for shifts and appointments. Notify supervisors promptly in case of unavoidable delays or absence. Provide reliable and consistent care to clients.

7. Adherence to Care Plans: Follow the care plans and medical instructions provided by healthcare professionals accurately. Administer medications, treatments, and therapies as prescribed, ensuring client safety and well-being.

8. Safety and Hygiene: Maintain a safe environment for clients and staff. Adhere to infection control protocols, practice proper hand hygiene, and ensure the cleanliness and safety of the surroundings.

9. Accountability: Take responsibility for actions and decisions. Report errors, incidents, or concerns promptly to supervisors and follow the appropriate reporting procedures.

10. Professional Development: Engage in continuous learning and professional development to enhance skills and knowledge. Stay updated with the latest healthcare practices and regulations.

11. Conflict Resolution: Address conflicts or disagreements professionally and respectfully. Seek guidance from supervisors or human resources if conflicts cannot be resolved at the staff level.

12. Appearance and Dress Code: Maintain a neat, clean, and professional appearance. Adhere to the dress code policies outlined by Mobile Nursing and Health Services.

By adhering to this Code of Conduct, our nursing and carer staff contribute significantly to the well-being and satisfaction of our clients. Your dedication and professionalism are vital in upholding the Mobile Nursing and Health Services. standard of care. Failure to comply with this Code of Conduct may result in disciplinary action, up to and including termination of employment. Thank you for your commitment to providing exceptional care to our clients.

SOCIAL MEDIA AND COMMUNICATION POLICY

SOCIAL MEDIA AND COMMUNICATION

1. Staff Guidelines:

a. Professional Conduct: All ROBNURSING staff members are expected to maintain a high level of professionalism when using social media platforms. Refrain from posting content that could harm the reputation of ROBNURSING or disclose sensitive information about clients, colleagues, or the organisation.

b. Client Confidentiality: Staff members must never share any client-related information, including photos, names, medical conditions, or other personal details, on social media or any public forums. Respect client confidentiality at all times.

c. Respectful Communication: Be courteous and respectful when communicating on social media. Do not engage in arguments, offensive language, or discriminatory remarks. Remember that your online behavior reflects the values and professionalism of ROBNURSING.

d. Permission for Posts: Before posting any content related to clients (including photos), obtain written consent from the client or their legal guardian. Use discretion and respect when sharing any client-related information, even with consent.

e. Separation of Personal and Professional: Maintain a clear distinction between personal and professional accounts. Refrain from discussing work-related matters on personal profiles, and vice versa.

f. Security Settings: Ensure that your social media profiles have appropriate privacy settings. Be mindful of who can view your posts, and regularly review these settings to protect your personal and professional information.

2. Client Guidelines:

a. Confidentiality and Respect: Clients are expected to respect the privacy and confidentiality of nursing staff and other clients. Do not request or share personal contact information of nursing staff on social media. Doing so may attract litigation from ROBNURSING and staff.

b. Reporting Concerns: If clients have concerns related to nursing staff behavior or communication on social media, please report it to ROBNURSING management. We take all complaints seriously and will investigate the matter promptly.

c. Interaction with Staff: While clients may follow ROBNURSING's official social media accounts, direct interaction with nursing staff on personal accounts is discouraged. If you have non-emergency concerns, please contact the ROBNURSING office directly.

d. Filming of ROBNURSING staff whilst conducting their work with you with hidden cameras is forbidden and may attract litigation. Taking photos or videos of staff during their course of employment at your location is forbidden and may attract litigation. Please notify staff before attending if hidden cameras are active at your location.

3. Social Media Use During Work Hours:

a. Staff Limitations: Staff should refrain from using personal social media accounts during work hours unless it is work-related and authorised by supervisors. Excessive personal social media use during work hours is discouraged.

b. ROBNURSING Accounts: Official ROBNURSING social media accounts will be managed by designated staff members. Staff members are encouraged to engage with official posts responsibly and professionally.

Failure to comply with this Social Media and Communication Policy may result in disciplinary action, up to and including termination of employment or cessation of services for clients. Your cooperation in upholding these guidelines ensures a positive and respectful online environment for all ROBNURSING stakeholders. Thank you for your understanding and compliance.