Data Security and Protection
Shield Health and Social Care completed the Data Security and Protection Toolkit self-assessment in 2023 to demonstrate we are practising good data security and ensure that personal information is handled correctly by members of the team at all levels. We ensure this toolkit is updated on an annual basis or when required to provide up to date details surrounding the company data.
Staff are provided with the following information surrounding data protection.
- Staff guidance on Data Breaches
- Staff guidance on Data Quality and Record Keeping
- Staff Data security and Protection – Code of Conduct
Frequently asked questions
Is there anything a care / support worker is not able to do for me?
Following our initial needs assessment, we will set up a care plan to outline your needs, wishes and the support you need on each visit. Our support workers cannot provide support with injections or changing sterile dressings, this support can be arranged with your local community nursing team.
All tasks will be agreed with you before we provide care visits. Your support plan will be reviewed with one of the team and changes can be made with you.
Will I see the same care / support worker each day?
Depending on your care visit times and frequency of care visit within a day, we may need to provide your care support with a minimum number of our support workers. We will introduce a small group of staff to support your care needs around the care visits required. By introducing a minimum group of care staff they can work together to provide a consistent approach and this will also allow for staff leave and days off.
What happens when the office is closed?
The office is open from 9.00am until 16.00pm Monday to Friday. The care team have full support from our senior staff working in the office and alongside them in the community. Support for the out of office hours will be provided or requested by the senior team as and when support is arranged or when staff or service users contact the senior team via the out of hours mobile number noted on the support plans and our website.
How do I change my visit time for an appointment or when family are visiting?
Care visit times are planned each week and you will be made aware of the care staff supporting each care visit and the times of the care calls. If however you have an appointment you can contact the office, speak to one of the senior team and we can adjust the times of your care visit. This will depend on the time provided to make the changes, we can only do this if we are made aware of this within a reasonable timescale. Any on the day changes can be adjusted with the care staff if their working day allows for the flexibility. All changes are made on our ECM system which is live and care staff will have immediate access to changes made to any care visits.
Will I be charged for a cancelled visit?
Visit times are uploaded to the Electronic Care Monitoring ECM system (Birdie) we have in place and confirmed with the care staff and information shared with service users for each day.
If care visits are cancelled on the day, you will be charged for the care visit, unless this is a medical emergency and you may be taken to hospital.
We ask that all service users and family provide a reasonable time at least 48 hours to cancel a care visit to avoid charges. If we are made aware of appointment times, we may be able to offer some flexibility with your care visit, so you do not miss any support required. Care visits cancelled in advance are recorded on the ECM system we have in place to avoid charges and provide a recorded date of cancellations.
