Welcome to Shaping Success, a series where we introduce and explain the importance of a work-related topic that helps promote success at Circle of Care.
In this edition, we’re going to cover the topic of Self-Scheduling.
Hilda’s Fall
Note that the names have been changed in this story.
PSW Carmela was scheduled to visit her client Hilda from 12:00-1:00pm help her with mobility, personal care, and meal preparation. However, Carmela arrived at 9:00am, three hours ahead of schedule, and finished the visit by 10:00am. The Circle of Care office did not know about this change and no other arrangements were made for the planned 12:00pm visit.
At about 12:15pm, Hilda tried to move on her own to make lunch and fell in the kitchen. Her daughter Sylvia came home around 12:30pm and found Hilda on the floor. Sylvia called 911, and Hilda was taken to the hospital with a fractured hip.
When Sylvia called the office to report Hilda’s fall, she mentioned that Carmela had not shown up at the scheduled time. Office staff tried to contact Carmela, thinking that she was on her way or hadn’t arrived yet. Carmela said that the visit had already been completed at 10am. Office staff explained what happened and apologized to the family.
Hilda’s family was understandably angry and upset and said that they might take legal action against Carmela and Circle of Care for negligence and failure of duty of care.
Lesson: Staff should not change visit times on their own. Doing so can cause:
- Gaps in care for clients
- Safety risks
- Legal and liability problems
- Loss of trust with families
PSW Quick Guide: Stay Safe and On Schedule
- Follow the schedule: The schedule is set by your Service Coordinator based on the client’s needs. Do not change visit times, self-schedule, or rearrange appointments on your own.
- Be on time: Arrive at the scheduled time. Some visits are time-sensitive, where your presence is critical for client safety. An example of this could be to provide caregiver relief, where a client cannot be left without supervision.
- Any changes must go through the office: If you need to adjust a visit, it must be approved by the office. This ensures care is tracked, reports are complete and client safety is maintained.
- Keep it professional: Do not offer services outside scheduled hours or make agreements with clients outside your work duties. Always maintain clear professional boundaries.
Why it matters: Following these rules keeps clients safe, protects you legally, and ensures that Circle of Care delivers consistent, high-quality care.