This page summarises the Policy & Procedure Manual (Version 1.0) used within Safe Hands Care Services, Hyderabad, Telangana. It is intended for clients, families, and visitors so you can understand how we work. Detailed procedures, forms, and registers may contain additional operational detail.
Related: Privacy Policy · Terms & Conditions
1. Incident reporting
Purpose: Timely identification, reporting, investigation, and prevention of incidents affecting patients, staff, or safety—with learning and corrective action.
- Scope includes all staff, caregivers, patients, and visitors; home-based care included.
- Incidents (accidents, near misses, errors, sentinel events) are reported and investigated with reference to National Accreditation Board for Hospitals & Healthcare Providers (NABH) standards.
- General incidents: report within 24 hours. Sentinel events: report immediately.
- Staff complete an Incident Report Form; supervisors review within 24 hours.
- Root Cause Analysis (RCA) within 72 hours; Corrective and Preventive Actions (CAPA) implemented.
- Records: Incident Register, RCA/CAPA documentation for audit.
2. Patient rights & responsibilities
Purpose: Uphold dignity, safety, and autonomy; clarify responsibilities for a safe home care environment.
Rights: dignity and respect; privacy and confidentiality of health information; informed consent; access to records and service information; right to refuse care without coercion; grievance redressal.
Responsibilities: provide accurate information; follow the agreed care plan; treat staff with respect; pay for services as agreed.
- At admission: services explained; written consent obtained where required.
- Complaints logged in a Complaint Register; aim to resolve within 7 days.
3. Infection control
Purpose: Prevent and control healthcare-associated infections for patients, caregivers, and staff.
- Protocols aligned with WHO guidance and national Indian standards.
- Hand hygiene: WHO “5 moments”; PPE (gloves, masks, gowns) as needed.
- Sterilisation/disinfection of equipment and surfaces; isolation precautions when indicated.
- Safe sharps and waste handling to avoid exposure.
- Compliance monitoring; training and audit records maintained.
4. Medication management
Purpose: Safe prescribing support, administration, and monitoring—minimising errors.
- Valid prescriptions maintained; 5 Rights: patient, drug, dose, route, time.
- Double-checking for high-risk medicines; administration recorded on Medication Chart.
- Medication errors reported under the Incident Reporting Policy.
5. Staff training & competency
Purpose: Ensure staff are qualified, trained, and competent before and during patient care.
- Induction: mandatory for new staff—policies, infection control, patient handling, ethics.
- Refresher: annual; Emergency training: BLS, fire safety, disaster preparedness.
- Competency assessment, observation, periodic appraisal.
- Training attendance and competency records retained.
6. Biomedical waste management
Purpose: Safe handling and disposal per Indian law in home and office settings.
- Segregation per Biomedical Waste Management Rules 2016 and Telangana State Pollution Control Board expectations—colour coding (e.g. yellow infectious, red contaminated plastics, white sharps, blue glassware).
- PPE when handling waste; transport and disposal through authorised agencies; records for audit.
7. Emergency & disaster management
Purpose: Effective response to emergencies—medical, fire, natural disaster, patient collapse, etc.
- Emergency contact lists maintained; BLS and fire safety training.
- Evacuation plans and response protocols; drills at least every 6 months.
- Documentation: drill reports, equipment checklists, incident reports.
8. Attendance & replacement
Purpose: Continuous care with minimal disruption from absence or leave.
- Planned leave: notify supervisors 24 hours in advance; unplanned absence reported immediately.
- Replacement caregiver typically arranged within 24–48 hours.
- Attendance logs, leave records, and replacement assignment forms kept.
9. Overtime & extra duties
Purpose: Fair regulation of extra hours and duties.
- Extended hours or extra tasks require prior supervisor approval.
- Overtime compensated per organisational rules; hours logged in Overtime Register.
10. Valuables & theft allegations
Purpose: Protect patients’ property and maintain trust.
- Clients advised to secure cash, jewellery, and valuables.
- Allegations: report to management immediately; police involvement if theft confirmed.
- False allegations against caregivers may result in disciplinary action, termination, and potential legal steps.
11. Abuse & misconduct
Purpose: Safe, respectful environment—zero tolerance for abuse.
- Verbal, physical, or sexual abuse: report immediately; prompt confidential investigation.
- Confirmed cases: disciplinary action up to termination; support and referrals for victims.
- Documentation: reports, investigation notes, outcome records.
12. Client communication & privacy
Purpose: Professional communication; protect confidentiality.
- Service communication through agency phone/email; no direct client–caregiver side deals or undisclosed payments.
- Photos, video, or recordings: written consent required.
- Breaches may be disciplined; communication logs and consent forms retained.
13. Caregiver change
Purpose: Continuity of care with appropriate flexibility.
- Changes allowed for comfort or operational reasons; unjustified frequent changes discouraged.
- Up to two free caregiver changes per month; further changes without valid reason may incur extra charges.
- New caregivers briefed on the patient before handover; change requests and handover notes documented.
14. Daily reporting & documentation
Purpose: Accurate, timely records for safety, legal compliance, and audits.
- Daily Care Log: condition, medications, meals, activities, incidents.
- Supervisors review logs; logs signed by caregiver and supervisor where applicable.
- Logs stored securely with incident and medication documentation.
15. Equipment & home safety
Purpose: Safe equipment use and a safe home environment.
- Inspect beds, oxygen, wheelchairs, and similar equipment before use; report faults immediately.
- Home: clear pathways, lighting, floor safety, hazard reduction; safe transfer and mobility techniques.
- Clients support a reasonably safe environment; supervisors may audit equipment and environment.
- Equipment checklists, hazard logs, maintenance records.
16. Data protection & confidentiality
Purpose: Safeguard patient information per legal and ethical standards.
- Paper records in locked storage; digital records password-protected and access-controlled.
- Access limited to staff involved in care; confidentiality breaches disciplined.
- Access logs, confidentiality agreements, breach reports as applicable.
See our Privacy Policy for website and general privacy disclosures.
17. Governing law & dispute resolution
Purpose: Legal compliance and fair dispute handling.
- Governed by Indian law; internal resolution first; if unresolved, Hyderabad jurisdiction.
- Records of disputes, correspondence, and legal notices retained as needed.
See Terms & Conditions for website terms and dispute framework.
Contact
Safe Hands Care Services, Hyderabad, Telangana, India
info@safehandscare.in
+91 90106 36387