Company Service, Safeguarding and Professional Conduct Policy

This policy sets out the principles, professional standards and service boundaries under which Friendly Support Limited operates.

It applies to all directors, managers, employees, workers, companions, contractors and any other person acting on behalf of Friendly Support Limited.

Our aim is to ensure that every service is delivered:

• safely
• respectfully
• compassionately
• reliably
• professionally
• with appropriate regard for dignity and independence
• within clearly defined service boundaries
• with proper regard for confidentiality, safeguarding and personal choice

Friendly Support Limited provides non-regulated companionship, social support and practical household assistance.

Our purpose is to help adults maintain independence, confidence, companionship and meaningful social contact in their everyday lives.

Depending upon the individual Service Plan, our services may include:

• companionship and conversation
• social visits
• accompanying clients on walks
• accompanying clients to appointments
• accompanying clients on shopping trips
• grocery shopping and ordinary errands
• visits to cafés, restaurants and community venues
• support attending cultural, religious or social activities
• light household assistance
• laundry and ironing
• simple meal preparation
• sitting companionship while a family member or carer takes a break
• help with ordinary household organisation
• agreed updates to authorised family members or representatives
• extended companionship
• other agreed non-regulated practical support

All services must remain within the agreed and lawful scope of Friendly Support Limited.

Friendly Support Limited does not provide regulated personal care as part of its companionship service.

Staff must not provide physical assistance with:

• bathing or showering
• washing the body
• toileting
• continence care
• changing continence products
• dressing or undressing
• oral hygiene
• personal skin care
• personal hair care
• personal nail care
• physical assistance with feeding
• hoisting
• lifting or transferring a person
• clinical mobility procedures
• any other activity that falls within regulated personal care

Staff must not agree privately to undertake prohibited activities because a client, relative or representative requests them.

Any such request must be referred to management.

Friendly Support Limited is not a medical, nursing or clinical service provider.

Staff must not:

• diagnose illness
• prescribe treatment
• alter treatment
• provide medical advice
• perform wound care
• administer injections
• undertake invasive procedures
• manage catheters or stomas
• perform nursing procedures
• undertake clinical observations as a healthcare service
• represent themselves as providing medical or nursing care on behalf of Friendly Support Limited

A Companion may accompany a client to a healthcare appointment and may assist with ordinary communication where the client wishes.

Where an emergency arises, staff should obtain appropriate professional assistance.

Friendly Support Limited does not provide a medication-administration or medication-management service.

Staff must not independently:

• select medication
• decide whether medication should be taken
• alter a prescribed dose
• change medication timings
• crush or modify medication
• fill clinical medication devices
• administer injections
• conceal medication in food
• administer medication requiring clinical responsibility
• make clinical decisions concerning medication

Where specifically agreed by management and appropriate to the service, a Companion may provide a simple reminder to a client who remains independently responsible for managing and taking their own medication.

Any concern relating to medication must be reported promptly to management.

Every client must be treated as an individual.

Staff should, wherever reasonably possible, respect the client's:

• wishes
• choices
• routines
• independence
• abilities
• communication preferences
• cultural background
• religion or belief
• dietary preferences
• hobbies and interests
• privacy
• dignity
• personal lifestyle

Support should encourage independence rather than unnecessarily taking over activities the client is safely and comfortably able to undertake themselves.

All clients must be treated with courtesy, patience and respect.

Staff must never:

• humiliate
• belittle
• intimidate
• threaten
• ridicule
• shout at
• discriminate against
• deliberately embarrass
• exploit

Private matters should be discussed discreetly.

The client's home, possessions, preferences and personal boundaries must be respected at all times.

Friendly Support Limited is committed to providing services fairly and without unlawful discrimination.

Clients and staff must be treated respectfully regardless of characteristics including:

• age
• disability
• race
• nationality
• ethnic origin
• religion or belief
• sex
• sexual orientation
• gender reassignment
• pregnancy or maternity
• any other characteristic protected by law

Reasonable adjustments should be considered where appropriate and practicable.

Harassment, victimisation and discriminatory conduct are unacceptable.

Friendly Support Limited has zero tolerance for abuse, neglect, exploitation or coercion.

Safeguarding concerns may include:

• physical abuse
• emotional or psychological abuse
• sexual abuse
• financial abuse
• neglect
• discriminatory abuse
• domestic abuse
• organisational abuse
• coercive or controlling behaviour
• exploitation
• modern slavery
• self-neglect
• inappropriate restriction of a person's freedom

All staff must remain alert to signs that a client may be at risk.

A member of staff must never assume that somebody else will report a serious concern.

Where a safeguarding concern arises, staff must:

1. take reasonable steps to protect immediate safety
2. contact emergency services where there is immediate danger
3. inform the Friendly Support Limited manager or safeguarding lead promptly
4. make an accurate and factual written record
5. preserve relevant information or evidence where appropriate
6. follow management instructions regarding referral to the appropriate authority

Depending upon the circumstances, relevant information may need to be shared with:

• the local authority safeguarding team
• the police
• ambulance services
• NHS professionals
• another appropriate agency
• an authorised representative

Confidentiality must never be used as a reason to conceal serious abuse, neglect or immediate danger.

Any allegation that a Friendly Support Limited worker has:

• harmed or abused a client
• stolen from a client
• exploited a client
• behaved sexually or otherwise inappropriately towards a client
• neglected a client
• committed another serious safeguarding breach

must be reported to management immediately.

Appropriate protective action will be taken while the matter is investigated.

Where necessary, the matter may be referred to the police, local authority, Disclosure and Barring Service or another appropriate organisation.

Friendly, trusting relationships are an important part of companionship work, but those relationships must remain professional.

Staff must not:

• exploit a client emotionally
• borrow money from a client
• lend substantial sums to a client
• request gifts
• pressure a client to give money or property
• become a beneficiary under a client's will
• encourage a client to alter a will or financial arrangement
• become involved in investments
• provide financial advice
• enter into an inappropriate intimate or sexual relationship with a client
• use a client's possessions for personal purposes
• encourage unhealthy dependency for personal gain

Staff must never request gifts from clients.

Small customary tokens such as chocolates or flowers may be accepted where appropriate.

Cash gifts or anything of significant financial value must be reported to management before acceptance.

Staff must not privately accept:

• substantial cash
• expensive jewellery
• loans
• significant transfers of money
• property
• investments
• substantial inheritance or testamentary gifts

Where a Companion undertakes shopping or another agreed purchase for a client:

• the amount of money received should be recorded where appropriate
• receipts should be obtained wherever reasonably possible
• change must be returned promptly
• client money should be kept separate from personal money
• transactions must remain transparent

Staff must not use a client's:

• bank card
• PIN
• online banking
• cheque book
• financial account

unless Friendly Support Limited has expressly approved a specific arrangement with appropriate safeguards.

Client money must never be used for a worker's personal benefit.

Information obtained through work with a client must be treated confidentially.

Staff must not discuss client information with:

• friends
• relatives
• neighbours
• other clients
• unauthorised family members
• personal social-media contacts
• any other unauthorised person

Information may be shared internally where reasonably necessary to provide a safe and effective service.

Information may also be disclosed where lawful and necessary, including in safeguarding or emergency situations.

Friendly Support Limited will process personal information in accordance with applicable UK data-protection law.

Only information reasonably required for legitimate service and business purposes should be collected. This may include:

• name
• address
• contact details
• emergency-contact information
• service details
• access arrangements
• billing information
• visit records
• preferences
• safety information
• relevant health-related information where necessary for safe support

Paper and electronic records must be protected against unauthorised access.

Sensitive information should not be stored unnecessarily on personal devices.

Any suspected data breach or loss of information must be reported to management promptly.

Where a client is able to make their own decisions, they determine who may receive confidential information about them.

A person does not automatically acquire access to confidential information simply because they are a relative.

Where appropriate, Friendly Support Limited will record:

• nominated family contacts
• emergency contacts
• persons authorised to receive updates
• any relevant legal authority

Where somebody claims authority under a Lasting Power of Attorney, deputyship or similar legal arrangement, Friendly Support Limited may request suitable evidence.

Staff must not assume that a person lacks capacity simply because they:

• are elderly
• have a disability
• have a medical diagnosis
• communicate differently
• make an unusual choice
• make a decision with which another person disagrees

Concerns regarding decision-making capacity must be referred to management.

Appropriate professional advice should be obtained where necessary.

Friendly Support Limited aims to recruit trustworthy, compassionate and suitable personnel.

Recruitment and vetting may include, as appropriate:

• identity verification
• right-to-work checks
• application forms
• interviews
• review of employment history
• references
• DBS checks at the legally appropriate level
• qualification checks where relevant
• safeguarding screening
• confidentiality requirements
• induction
• ongoing supervision

The appropriate DBS level will be determined according to the actual duties and legal eligibility of the role.

Training will be appropriate to the duties undertaken and may include:

• safeguarding
• confidentiality
• data protection
• professional boundaries
• equality and diversity
• health and safety
• lone working
• infection prevention
• emergency procedures
• basic food hygiene where appropriate
• incident reporting
• moving-and-handling awareness
• medication boundaries
• dementia awareness
• recognising emergencies or deterioration without attempting to diagnose

Training does not authorise staff to perform activities outside Friendly Support Limited's agreed service scope.

Many Companions may work alone in clients' homes or in the community.

Friendly Support Limited will take reasonable steps to identify and manage foreseeable lone-working risks.

Arrangements may include:

• recording visit times and locations
• check-in and check-out systems
• emergency-contact procedures
• risk assessments
• recording known hazards
• procedures for missed check-outs
• violence and aggression procedures
• access to management support

Staff must not place themselves at unreasonable personal risk.

Friendly Support Limited will not tolerate violence, threats, intimidation, serious harassment, discriminatory abuse or sexual misconduct towards staff.

Where a situation becomes unsafe, a worker may leave the premises.

Management may:

• reassess the service
• introduce additional safeguards
• require two staff members
• suspend services
• terminate services
• contact the police or another appropriate authority

Friendly Support Limited will take reasonable steps to protect clients, staff and others who may be affected by its activities.

Staff must:

• follow relevant risk assessments
• report hazards
• use equipment safely
• avoid unsafe lifting
• follow reasonable infection-control precautions
• report accidents and incidents promptly
• refuse tasks that present an unreasonable risk

Where agreed, light household support may include:

• dusting
• light vacuuming
• wiping accessible surfaces
• washing dishes
• laundry
• ironing
• changing bed linen where safe
• light tidying
• simple meal preparation

It does not normally include:

• deep cleaning
• industrial cleaning
• working at height
• moving heavy furniture
• post-construction cleaning
• hazardous-waste removal
• specialist chemical cleaning
• high-level exterior window cleaning
• tasks requiring specialist equipment or professional certification

Companions may prepare ordinary simple meals where agreed.

Known:

• allergies
• food intolerances
• religious dietary requirements
• medically relevant dietary restrictions
• swallowing concerns

should be recorded where necessary for safety.

Staff must not provide clinical dietetic advice.

Where significant swallowing, feeding or nutritional concerns arise, the matter should be referred to management.

Companions may accompany clients by:

• walking
• bus
• train
• taxi
• licensed private-hire vehicle
• another agreed form of transport

A worker must not transport a client in their own vehicle unless Friendly Support Limited has expressly authorised this and appropriate driving, insurance and vehicle requirements have been confirmed.

Client keys, alarm details and access information must be kept secure.

Staff must not:

• duplicate keys without authority
• label unattended keys with a client's full address
• give keys to unauthorised persons
• disclose alarm or access codes unnecessarily

Any loss of a key, access device or security information must be reported immediately.

Records should be:

• factual
• accurate
• relevant
• respectful
• timely
• legible
• securely stored

Workers should distinguish between:

• what they personally observed
• information provided by somebody else

Records must not contain insulting, judgemental or unnecessarily subjective language.

Accidents, near misses, injuries, safeguarding events, property damage and significant incidents must be reported promptly.

Records should include, where relevant:

• date
• time
• location
• persons involved
• factual description of what happened
• immediate action taken
• witnesses
• persons notified
• any follow-up action required

Management will determine whether an external notification is necessary.

Friendly Support Limited is not an emergency service.

Where there is an immediate threat to life or serious safety, staff should contact 999.

Once the immediate situation has been addressed, management should be informed as soon as reasonably practicable.

The client's nominated emergency contact may also be informed where appropriate.

Staff should follow reasonable infection-prevention precautions, including:

• appropriate hand hygiene
• safe disposal of waste
• avoidance of unnecessary exposure to bodily fluids
• use of appropriate PPE where required by risk assessment
• reporting significant infectious risks

Staff must not undertake clinical infection-control procedures outside their role.

Friendly Support Limited welcomes feedback and takes complaints seriously.

Clients and families should be able to raise concerns without fear of unfair treatment.

Complaints should be:

• acknowledged appropriately
• recorded
• investigated fairly
• responded to professionally
• used to improve services where appropriate

Complaints may be made to Friendly Support Limited by email at info@friendlysupportlimited.co.uk or by telephone / WhatsApp on 07384 440748. See also our complaints page.

Staff are encouraged to report genuine concerns relating to:

• abuse
• neglect
• unsafe practice
• fraud
• serious misconduct
• criminal activity
• deliberate concealment of wrongdoing
• serious breaches of company policy

No worker should suffer retaliation for raising a genuine concern in good faith.

Staff must not post identifiable information, photographs, recordings or stories relating to clients on personal social media without lawful company authorisation and appropriate consent.

Clients must never be mocked, criticised or discussed inappropriately online.

Photographs or recordings of clients may only be made where there is:

• a legitimate and appropriate purpose
• lawful authority
• suitable consent or another lawful basis

Marketing photographs, testimonials or personal stories require appropriate separate permission.

Clients must never be pressured to consent.

Friendly Support Limited will seek to maintain and improve service quality through measures that may include:

• client feedback
• authorised family feedback
• staff supervision
• review of accidents and incidents
• complaint analysis
• Service Plan reviews
• staff training
• spot checks where appropriate
• management review

Staff must notify management where it appears that a client's needs have materially changed.

Particular attention should be given where a client appears increasingly to require:

• personal care
• substantial physical assistance
• medication management
• nursing
• medical treatment
• continuous supervision
• another service outside Friendly Support Limited's scope

Management will discuss appropriate next steps with the client or their authorised representative.

Friendly Support Limited may suspend or terminate services where reasonably necessary because of:

• serious safety concerns
• violence or threats
• serious harassment
• safeguarding concerns
• persistent non-payment
• repeated requests for prohibited personal-care activities
• a material change in client needs
• illegal activity
• a serious breakdown in the professional relationship
• another substantial reason making continued service unsafe, unlawful or unreasonable

Decisions should be proportionate, appropriately documented and communicated sensitively wherever circumstances allow.

Friendly Support Limited intends to operate as a provider of companionship, social support and practical household assistance rather than regulated personal care.

Management must ensure that:

• advertising accurately reflects the services offered
• staff understand the limits of their role
• Service Plans remain within the agreed scope
• prohibited activities are not undertaken informally
• changes to the nature of services are considered carefully before implementation

If Friendly Support Limited proposes to expand into activities that may constitute regulated personal care or another regulated activity, appropriate legal and regulatory advice must be obtained and any required registration completed before those services are introduced.