Safety & Trust
Safety, privacy and how our care works
Everything a family should be able to check before inviting care into their home — how visits are arranged, what to do in an emergency, how care records are handled, and the limits of what home care can do.
FAQs
How home care works
The questions families ask most often before the first visit.
Emergencies
What to do in an emergency
Home care is planned care. In an emergency, hospital comes first — then tell us.
Not for emergencies. Home care is not a substitute for emergency care. If someone is in immediate danger, has chest pain, severe bleeding, difficulty breathing or is unresponsive, go to the nearest emergency department or call emergency services.
Call emergency services or go to hospital first
Home care is planned, non-emergency care. For chest pain, severe bleeding, difficulty breathing, unresponsiveness, seizures, suspected stroke, a serious fall or any immediate danger, go straight to the nearest emergency department or call emergency services. Do not wait for a home visit.
Take the essentials with you
If you can do it safely and quickly: the patient's ID, medical aid details, current medication list and any recent discharge or clinic paperwork.
Tell us afterwards
Once the patient is safe, message or call your coordinator on our WhatsApp line so scheduled visits can be paused, rescheduled or escalated to post-discharge care.
Signs to escalate, not to wait on
New confusion, a temperature that will not come down, a wound that is spreading, hot or foul-smelling, vomiting that prevents medication, no urine output, or a sudden change in breathing. Escalate these to a hospital or your doctor.
Privacy & records
How we handle care records
Care information exists to deliver care — not to be passed around.
What we collect
Only what is needed to arrange and deliver care: who needs care, the care need, contact details, the visit address or area, timing, and how care will be paid for. Clinical notes are added by the professional during care.
Who can see it
Access is limited by role inside our care management system. Coordinators see what they need to arrange care, the assigned professional sees the patient they are visiting, and administrative staff see what their role requires.
Sharing with family and next of kin
Care records are shared with a family member or next of kin only with the patient's consent or on the patient's instruction — never automatically.
Sharing with medical aids and referring clinicians
Where a medical aid, case manager, insurance representative or referring doctor is involved, the relevant records are shared for that purpose only, and every send is logged with who received it and when.
Records of changes
Changes to clinical records are logged, so there is an audit trail of what was recorded and when.
We do not sell your information
Patient and family information is never sold, rented or used for advertising.
Your requests
You can ask what we hold about you, ask for a correction, or withdraw a sharing consent at any time — contact us and a coordinator will handle it.
This page describes how our team handles care information in day-to-day practice. For a specific written undertaking about your family's records, ask a coordinator and it will be confirmed to you directly.
Disclaimers
Care disclaimers
The limits of home care, stated plainly. These are maintained by our administrators.
Still have a question?
A coordinator can talk you through how care would work for your situation before anything is booked.