Please remember that any concerning information about a client must NOT be recorded only in the visit notes.

If something concerning occurs, it must be raised as a Concern in Birdie so that management can review it promptly and take any necessary action.

When raising a concern, please make sure you include clear and complete information, including:

* What happened – clear factual description

* Exact location of the issue (for example where on the body a bruise or mark is)

* Size and colour of any bruise, mark, swelling, or skin concern

* How the client says it happened

* Exact words used by the client in quotation marks where possible

* Who was present at the time

* Whether the client reported pain or discomfort

* Any action you took during the visit

If the concern is discussed with family or professionals, please also record:

* Name of the person contacted

* Their relationship to the client

* Time and date of the conversation

* What was discussed and any advice given

Clear and detailed concerns help the office team respond quickly and ensure the safety and wellbeing of our clients.

Thank you for your continued professionalism and for ensuring all concerns are raised correctly. 

Dear Carers,

We would like to introduce our staff meetings. These meetings are a great opportunity for us to connect with our partners in care, meet the wonderful colleagues you work with, and learn from and support one another.

The meetings will last 30 minutes and attendance is compulsory.

Please choose one of the following times to join our staff Zoom meeting next week:

* Monday 9th @ 10:30am

* Tuesday 10th @ 2:30pm

* Wednesday 11th @ 5:30pm

* Thursday 12th @ 6:30pm

Looking forward to seeing you all 

Dear Carers,

Have you filled in your Dignity Deeds yet?

We’d love to hear about three small things you did in February that helped a colleague or client feel respected, valued, or truly seen. Your actions matter, and sharing them gives you the chance to win a mystery box!

Also, have you nominated a colleague yet? Who do you think deserves to be our Dignity Hero? Let’s celebrate the people who make a real difference every day.

Submit your Dignity Deeds here:

https://forms.gle/gdReosvoojfV3cXf6

Nominate a colleague here:

https://forms.gle/W2xjQ74zC6Ls1vtM6

Thank you for helping make our workplace kinder, more respectful, and supportive for everyone. 

Dear Carers,

Please be reminded that all clinical training must be arranged and authorised through the office only.

You must not accept or undertake training directly from a client, a family member, a district nurse, or any other external professional unless it has been formally arranged by NLBC.

Any training that has not been organised by the office and for which we do not hold certification does not count as completed training.

You are not considered trained or competent to carry out a clinical task unless:

- The training has been arranged through NLBC

- You have been formally assessed and signed off

- Certification is recorded and held by the office

- This applies to all clinical procedures and specialist tasks.

If an external professional offers to provide training at a client’s home, please politely inform them that they must contact the office to arrange this formally.

Thank yu for your cooperation and for maintaining safe, compliant, and professional standards of care. 

Dear Carers,

Please can we stop referring to clients as “he,” “she,” “her,” or “him” in our care notes.

Let’s ensure our documentation is person-centred.

Refer to each client by their preferred name, as stated in their care plan. For example, do they prefer to be called by their first name, or by their surname? Maybe Mrs E, or Miss Jane.

Always check the care plan and document accordingly.

When writing general notes, please use their preferred name. For example: “Tracy had half a slice of Granny Smith apple today.”

In addition, please avoid using unprofessional terms such as “lovely” or “darling” unless this is explicitly recorded as their preferred name in the care plan.

I look forward to seeing continued improvement in our note-taking. Wishing you all a lovely weekend. 

Dear Caregivers,

When you complete a skin integrity check for your client, it's essential to write a detailed note. Simply writing “checking,” “done,” or leaving it blank isn’t enough. Please describe the skin condition—was it healthy, red, itchy, or perhaps showing any other changes? Your detailed notes help us ensure the best care. Thank you! 

This is an important reminder regarding GDPR - confidentiality, which is a core part of your contract.

Any breach of confidentiality is a breach of contract.

Carers must not share any information with their clients about other clients under any circumstances . This includes (but is not limited to) names, addresses, schedules, or personal details.

You must not tell a client where you are going next, even if they already know, and even if clients know each other. No information about other clients may be repeated or confirmed.

Any carer found to be in breach of this policy will have the matter escalated. This will result in:

- A meeting with the HR Lead

- Repeating all confidentiality training

- Re-signing your contract

- Being placed on probation

Please remember that confidentiality is essential to keeping our clients safe, dignified, and protected.

Thank you for your continued care and professionalism. We are always grateful for the work you do. 

We are confident that PPE is being worn for every visit, however we would like to take this opportunity to remind you of best practice:

- PPE must be donned in the correct order and used only as intended.

- Hands must be washed thoroughly before putting on PPE, in line with hand-washing guidance.

- PPE items must be stored in the client’s home only and not carried between visits.

- All PPE must be disposed of safely and appropriately after use.

Gloves:

- Gloves must be worn during personal care and food preparation.

- Gloves must be changed after completing personal care and before moving on to another task.

Cleaning & infection control:

- Dettol wipes are provided for cleaning equipment only (e.g. wheelchair, bed, hoist, Sara Steady, etc.).

- Dettol wipes must never be used directly on a client.

- Paper towels are provided for hand drying — please do not use client towels, to reduce the risk of infection and cross-contamination.

Thank you for your continued professionalism and commitment to keeping our clients and yourselves safe. 

Dear Team,

We would like to remind all carers that spot checks are carried out from time to time to ensure duties are being completed correctly and that clients are being supported to a high standard. These checks are not intended to catch anyone out, but to support you and ensure best practice is followed at all times.

Spot checks help confirm that health and safety, food hygiene, infection control, and general care standards are being adhered to, as expected of all care workers. During these checks, we may also review other important requirements, including wearing your ID badge, which is compulsory at all times while on duty.

Please remember that maintaining professionalism, safety, and dignity for our clients is everyone’s responsibility. Thank you for your continued cooperation, commitment, and dedication to providing safe and high-quality care.

If you have any questions or need clarification on any aspect of your role, please do not hesitate to get in touch.

Thank you for your understanding and cooperation.

Dear Team,

I would like to remind everyone of NLBC’s strict No Phone Policy during working hours.

Recently, some carers have been reported by external authorities as being seen using their personal phones while on duty. This is extremely serious and puts both our clients’ safety and your employment at risk.

Please read the following carefully:

 Phone Use Policy (No Exceptions)

* Personal phone use is not permitted at any time while working with clients.

* Clients must never be shown videos or content from carers’ phones.

* Carers should not even hold their phone whilst caring - this include escorts

* This is a company-wide policy with no exceptions.

 When phone use is allowed

The only permitted use of a phone during a shift is for the Birdie app:

* Short shifts: log at the start and at the end of your shift only.

* Longer shifts: If your shift is longer than 4 hours, log tasks in real time, while always ensuring your client remains safe and supervised.

* Medication - Admistering Medication should always be logged in real time

Any use of phones outside of this is a policy breach and could result in serious consequences, including the loss of work.

We all have a responsibility to protect our clients, ourselves, and NLBC. Thank you for your professionalism and continued commitment to high standards of care.

If you have any questions about using or logging on Birdie, or are unsure about anything at all, please contact me directly — I’m happy to help.

Thank you for your understanding and cooperation,