Policy

The Care Worker Agency & We Care will NOT hold keys to customers’ homes in view of the safety and security implications. For example, it is not always the case that one individual care worker will be the only Imagine Homecare visitor to the customer’s house and there is a greater risk of loss or potential for abuse the more copy keys that are cut. It is also unusual for a care worker to have the facility to collect a key from the Imagine Homecare office before visiting a customer.

The company therefore encourages customers who may be unable to give care workers (and others) access by opening the door themselves to install a ‘Keysafe’ or other proprietary brand of product to ensure safe access to those who have permission to do so. Where a customer makes use of a Keysafe or other product, this arrangement will be agreed and fully documented in the care plan prior to a service commencing.

Procedure

The Care Worker Agency & We Care employees must:

1. Never divulge a customer’s Keysafe number to another party.
2. Only gain access to the customer’s home in the course of his/her programmed duties.
3. Announce themselves clearly and immediately upon arrival in the customer’s home.
4. Carry their The Care Worker Agency & We Care identity badges at all times and show this to the customer on arrival.
5. Always respect the privacy and dignity of the customer regardless as to whether they have direct access to the customers’ home or not.
6. Report any concerns regarding security to the care manager or senior staff on duty.

Care Managers must:

1. Ensure that all care workers are fully aware of the key-holding policy and have the required information regarding access to a customer’s home prior to the first visit.
2. Ensure that Keysafe numbers and codes are kept securely and confidentially and limit access only to those who need to know.

Reviewed April 2025 by Fay Townsend-Jackson