INSTANT-CARETrust & safety
Staff Safety & Professional Boundaries Guidelines
Every InstantCare nurse, attendant, physiotherapist and coordinator follows this code of conduct when caring for your family at home. We share it openly so families know exactly what to expect — and what to report if something is not right.
🪪 1. Verification & identity
- All staff are onboarded only after identity and document verification and a reference check.
- Nursing staff must hold a valid qualification relevant to the care being provided.
- Staff carry an InstantCare ID during every visit. Families may ask to see it at any time.
- Families are told in advance the name of the caregiver being sent. A different person should never arrive without prior information from our coordinator.
🤝 2. Professional boundaries
✅ Staff will
- Treat the patient and family with respect, patience and dignity.
- Stick to the agreed care plan and duties.
- Be punctual and inform the coordinator before any delay or leave.
- Dress neatly and maintain personal hygiene.
- Communicate politely and keep conversations professional.
❌ Staff will never
- Ask for or accept money, loans, gifts, jewellery or tips from the patient or family.
- Handle the family’s cash, cards, bank details, OTPs or valuables.
- Consume alcohol, tobacco or any intoxicant on duty.
- Use abusive language, raise their voice, or use any physical force or restraint.
- Bring outside visitors to the home or leave the patient unattended.
- Enter rooms, cupboards or areas not related to the patient’s care.
- Form personal, romantic or financial relationships with patients or family members.
- Make private payment or job arrangements with the family outside InstantCare.
🛡️ 3. Patient safety
- Fall prevention: assist with walking, toileting and transfers; keep floors dry and pathways clear.
- Bed-bound patients: position changes as advised to prevent pressure sores; skin is checked daily.
- Vitals and observations are recorded as per the care plan and shared with the family/coordinator.
- Any change in condition — fever, breathlessness, confusion, fall, injury, reduced food or urine — is reported immediately.
- Staff do not perform any procedure they are not trained or authorised for.
💊 4. Medication rules
- Medicines are given only as per a doctor’s written prescription — never changed, skipped or added by staff.
- Injections, IV lines, catheters and wound care are handled only by qualified nurses.
- Each dose is recorded with time. Missed or refused doses are reported to the family and coordinator.
- Staff do not recommend or bring their own medicines, supplements or home remedies.
🧼 5. Hygiene & infection control
- Hand washing or sanitising before and after every patient contact.
- Gloves, masks and other protective equipment are used where required.
- Safe disposal of dressings, syringes and medical waste.
- Staff who are unwell inform the coordinator and are replaced — they do not report for duty.
🔒 6. Privacy & dignity
- Patient health information is shared only with the family and treating doctors — never with anyone else.
- No photos or videos of the patient or home are taken or posted on social media, except care updates requested by the family.
- Bathing, dressing and toileting are done with privacy and dignity.
- Personal phone use is limited and never at the cost of patient attention.
🚑 7. Emergency protocol
- In an emergency, staff first ensure the patient is safe, then call the ambulance/doctor, the family and the InstantCare coordinator.
- Emergency contact numbers, doctor details and the nearest hospital are kept ready at the start of service.
- Every incident (fall, injury, medicine error, sudden illness) is documented and reviewed by our team.
Medical emergency? Call 108 or 112 for an ambulance first, then inform InstantCare.
👩⚕️ 8. Safety & respect for our staff
Good care needs a safe working environment. We ask families to:
- Treat caregivers with respect — verbal abuse, harassment or physical misconduct is not tolerated and may lead to service withdrawal.
- Provide a safe place to rest, access to drinking water and a washroom, and agreed meal and rest breaks for long shifts.
- Not ask staff to do household work outside the agreed care plan (e.g. cooking for the whole family, cleaning the house, caring for other members).
- Not install hidden cameras in private areas such as washrooms or the staff rest area. Cameras in common/patient areas should be disclosed.
- Route any change of duties, timing or payment through the InstantCare coordinator.
🏠 9. What families can expect
- A care plan agreed with you before service starts.
- A dedicated coordinator reachable 24/7, with regular updates by call or WhatsApp — especially for NRI families.
- Replacement of a caregiver if you are not comfortable, as per the service terms.
- Transparent billing through InstantCare only — no hidden charges collected by staff.
📣 10. How to raise a concern
- Contact your InstantCare coordinator, or reach us via the Contact page or WhatsApp, any time of day.
- Tell us what happened, when, and the staff member involved. All complaints are handled confidentially.
- Serious concerns (abuse, theft, negligence, intoxication) lead to immediate removal of the staff member from duty while we investigate.
These guidelines are part of InstantCare’s service standards and may be updated from time to time. Last updated: November 2026.