From time to time, you might face challenges or feel unsettled/unsafe whilst working on a placement. At Elder, we’ll look after you so that you can care for others.
Most importantly, if you feel that your safety or the safety of your care recipient is at risk, always call 999 (if in an emergency) or 111 (non-emergency) immediately, before contacting the family or Elder. Additionally, if you’re ever on a placement and need to reach Elder after hours, we’ll support you with a 24/7 emergency hotline. When it is safe to do so, please inform the customer, then Elder of the situation and next steps. Find out more about handling emergencies here.
If your care recipient requires hospitalisation, please work with the family to determine whether or not you should stay on the placement while they are hospitalised. Please let us know once agreed.
Incidents and complaints on placement:
If you begin to notice changes in your care recipient’s behaviour or health that is concerning to you, contact the customer as soon as possible to discuss these changes and any suggestions. If you’d like support in having that conversation with the customer, you can reach out to our support team for guidance, and we'll be able to support you in having these conversations.
We also encourage you to complete your daily care logs so that your customer has visibility on how the care recipient is doing on a day-to-day basis. This visibility is really valuable, as any changes may prompt a customer to review and update their care profile. Learn more about care logs here.
If incidents or accidents occur while on placement that make you feel uncomfortable or unsafe, we recommend you to first contact the necessary emergency services. As soon as it is safe to do so, we encourage you to inform us of what's happened. We'll be able to support you in addressing the situation. We’ll gather as much information as we can and help assess whether or not it is safe for you to continue on the placement.
In some cases, a client may contact Elder to make a complaint. We will do our best to gather information on the validity of these claims, and communicate with you on the outcome of our information gathering.
Mental health support:
We understand that working in live-in care can be challenging and it’s important to us that you’re taken care of during your time with Elder. Through our loyalty programme, all Silver, Gold and Diamond carers have access to 24/7 emotional support, expert advice, and counselling through Onsi.
Find out more about contacting Elder here.