What to do in an emergency
Written by Claire Hill
•
02/10/24
Tags
Elder's service
Claire Hill
Customer Experience Manager
Emergency situations, though rare, can occur, so it’s best to be prepared.
If your loved one falls ill or has an accident
- For emergency incidents, we suggest self-employed carers should call 999 and follow the advice given.
- If your loved one needs to attend hospital following this, we suggest your self-employed carer accompany them to provide support and reassurance.
For non-emergency situations, we suggest self-employed carers should call 111 and follow the advice provided. - Self-employed carers have the option to complete an incident report on their Elder Hub. This report goes directly to you. Depending on the situation, our Clinical Team may review the incident, and either they or the Family Support Team may contact you and the carer to discuss it further.
- If your loved one is hospitalised, self-employed carers can remain at the placement, visiting the hospital to provide reassurance and companionship if agreed upon, or ensuring the home environment is prepared for your loved ones return. If you wish for the carer to stay at the placement, you will be charged as normal.
- If the hospitalisation is extended, the self-employed carer can leave and we can temporarily pause the care arrangement. If you choose to pause care, you will not be charged for this period. Please inform Elder if you wish to pause care, so we can adjust schedules accordingly.
- If your self-employed carer has left and your loved one is ready to return home you can contact your carer to see if they are available to return. If they are, let Elder know so we can add them back to the schedule and unpause care. If they are not available, Elder can advertise for a replacement carer for you. The final decision is always in your hands.
- Following significant illnesses or accidents, should there be any change to your loved one’s condition, care needs, or medication, please update their care profile via My Elder.
- It’s important to check in with your self-employed carer following a significant incident to ensure you are aligned on how to move forward and continue to provide the best care for your loved one, especially if their condition has changed.
Carer emergencies
- There are rare occasions where a self-employed carer may not be able to attend or continue with a placement. They should be in contact with you as soon as they know there is an emergency.
- If your selected self-employed carer cannot attend the placement at short notice, they should remove themselves from the placement via their Elder portal and inform you as soon as possible. When your self-employed carer removes themselves the placement is automatically advertised on the Elder platform for other carers to apply.
- If you currently have a self-employed carer at the placement with your loved one, you can ask them to extend their placement to cover the carer who is unable to attend. If they agree, please inform Elder so we can update the schedule.
- If a self-employed carer needs to leave during their placement, they should inform you as soon as possible. Once you make us aware of the carer’s departure, we will advertise the placement and you will select from the carers who apply following the usual process.
- As an introductory agency, we are unable to assign or send carers without your express consent and authorisation, even in emergency situations.
- We advise all customers to have a backup plan for emergencies, such as friends or family who can provide short-term cover, or an alternative agency to contact.
- If you are unable to arrange emergency cover yourself, we suggest contacting your Local Adult Social Care team or Emergency Duty Team to inquire about emergency cover.
Being prepared for emergencies will give you and your loved one peace of mind, ensuring that the best care is in place no matter what the situation.