Policies

1. Data Protection Policy (GDPR-Compliant)

Purpose

To ensure Polaris Wellbeing Visits Limited complies with the UK GDPR and Data Protection Act 2018.

Principles

We follow the 6 GDPR principles:

• Lawfulness, fairness, transparency
• Purpose limitation
• Data minimisation
• Accuracy
• Storage limitation
• Integrity and confidentiality

Data We Collect

• Client contact details
• Emergency contacts
• Support needs
• Visit notes
• Staff details
• DBS numbers
• Risk assessments

How We Use Data

• To deliver safe support
• To communicate with clients/families
• To meet legal obligations
• To maintain accurate records

Data Storage

• Encrypted digital storage
• Password-protected devices
• Limited access to authorised staff

Data Sharing

We only share data with:

• Emergency services
• Local authority safeguarding teams
• With client consent

Retention

• Client records: 7 years
• Staff records: 6 years
• DBS checks: number + date only

Rights of Individuals

Clients can request:

• Access
• Correction
• Deletion
• Restriction
• Data portability

2. Equality & Diversity Policy

Commitment

Polaris promotes equality, diversity, and inclusion for all clients and staff.

We Do Not Discriminate Based On:

• Age
• Disability
• Race
• Religion
• Gender
• Sexual orientation
• Marital status
• Socioeconomic background

We Ensure:

• Fair access to services
• Respect for cultural needs
• Inclusive communication
• Reasonable adjustments

3. Health & Safety Policy

Purpose

To protect clients and staff during wellbeing visits.

We Commit To:

• Safe working practices
• Lone-worker protection
• Risk assessments
• Incident reporting
• Infection control
• Safe moving & handling (non-lifting)

Staff Responsibilities:

• Follow risk assessments
• Report hazards
• Maintain safe environments
• Use PPE when required

Visits are delivered in a respectful and safety-aware manner.

Clients and families agree to inform Polaris Wellbeing Visits Ltd of:

• mobility considerations
• known risks within the home
• pets requiring management
• any relevant health concerns affecting visit safety

This helps ensure visits remain safe and appropriate.

4. Privacy Policy

Polaris Wellbeing Visits Ltd respects your privacy and handles personal information responsibly and we are committed to protecting the privacy and personal information of the individuals and families we support.

Information We May Collect

To provide safe and appropriate support, Polaris Wellbeing Visits Ltd may collect:

• name and contact details
• address and access information
• emergency contact information
• visit preferences and scheduling details
• relevant wellbeing information shared voluntarily
• communication preferences
• invoicing information

We only collect information necessary to deliver our services safely and effectively.

How Information Is Used

Personal information is used to:

• arrange visits
• provide agreed wellbeing support
• communicate with clients and families
• maintain visit records
• respond appropriately to concerns
• issue invoices where required

Information is not used for unrelated purposes.

Sharing Information

Personal information is treated respectfully and confidentially.

Information may only be shared:

• with the client’s consent
• with nominated family members where agreed
• where safeguarding responsibilities require appropriate escalation
• where required by law

Polaris Wellbeing Visits Ltd does not sell or share personal information for marketing purposes.

How Information Is Stored

Information is stored securely using appropriate safeguards.

This may include:

• secure digital storage
• password-protected systems
• limited access to authorised personnel only

We take reasonable steps to ensure information remains protected.

How Long Information Is Kept

Information is retained only for as long as necessary to:

• deliver services
• maintain appropriate records
• meet legal and safeguarding responsibilities

Records are securely deleted when no longer required.

Your Rights

Individuals receiving services from Polaris Wellbeing Visits Ltd have the right to:

• request access to their information
• request corrections where information is inaccurate
• request removal of information where appropriate
• ask how their information is being used

Requests can be made at any time using our contact details provided on our website.

5. Cancellation Policy

We kindly request at least 24 hours’ notice if a visit needs to be cancelled. Late cancellations may be chargeable where visit time has already been allocated. Polaris Wellbeing Visits Ltd will always provide as much notice as possible if a visit must be rearranged.

6. Safeguarding Commitment

Polaris Wellbeing Visits Ltd is committed to promoting the safety, dignity and wellbeing of all individuals supported. We recognise that wellbeing visits often place us in a trusted position within a person’s home and community. We take this responsibility seriously and aim to ensure all visits are delivered respectfully, safely and professionally. If safeguarding concerns arise during visits, Polaris Wellbeing Visits Ltd may share relevant information with appropriate professionals where necessary to protect the client’s welfare.

Our Safeguarding Approach

Polaris Wellbeing Visits Ltd promotes:

• dignity and respect
• independence and choice
• safe community participation
• protection from harm or neglect
• supportive communication with families where agreed

We aim to ensure that every person receiving support feels safe, valued and listened to.

Recognising Concerns

During visits, we remain attentive to signs that a person may be experiencing:

• physical harm
• emotional distress
• financial concerns
• self-neglect
• social isolation affecting wellbeing
• changes in confidence or behaviour

If concerns arise, we respond appropriately and in the individual’s best interests.

Responding to Safeguarding Concerns

Where safeguarding concerns are identified, Polaris Wellbeing Visits Ltd may:

• discuss concerns with the individual where appropriate
• share concerns with a nominated family contact (where agreed)
• seek advice from appropriate professionals
• contact relevant safeguarding services if necessary

Safeguarding decisions are always made with the person’s safety and dignity in mind.

7. Medication

Polaris Wellbeing Visits Ltd does not administer medication. Support workers may provide general reminders only, where agreed in advance.

8. Emergency Situations / Reporting Urgent Concerns

Polaris Wellbeing Visits Ltd is not an emergency service. If immediate assistance is required, individuals or families should contact:

• Emergency services (999)
• or their GP

Where urgent concerns arise during visits, appropriate action will always be taken to support safety.

9. Confidentiality

All personal information is handled respectfully and in accordance with data protection expectations.

Information is only shared:

• with client consent
• with family where agreed
• where safeguarding concerns require appropriate escalation.

Confidentiality During Visits

Any information shared during visits is treated respectfully and sensitively.

Where concerns arise affecting safety or wellbeing, information may be shared with appropriate professionals to protect the individual involved.

10. Changes to Support Needs

If a client’s support needs increase beyond the scope of wellbeing visits, Polaris Wellbeing Visits Ltd will discuss appropriate next steps with families.

This may include recommending regulated care providers where necessary.

11. Ending Support

Support may be ended by either party with reasonable notice.

Polaris Wellbeing Visits Ltd may withdraw services if:

• support needs become outside service scope
• safety concerns arise
• payment terms are not met

Where possible, alternative support options will be discussed.

12. Working with Families

Where families are involved in arranging visits, Polaris Wellbeing Visits Ltd supports open communication to help maintain reassurance and continuity. Family reassurance updates following visits are available where requested.