Client Safety First
A client falls but says they are fine: what do you do?
Check for Injury and contact the office. Document in Wellsky
A family member calls the office with a concern about your visit. What should you do when the office contacts you?
Stay calm, share facts honestly, and be open to feedback.
You’re running late to a shift. What should you do?
Call the office right away.
Our Mission is....?
Making Lives Better; every interaction, every day
Why are visit notes important?
They protect clients, care pros, and families.
A clients family member asks you to do something not in the care plan.
Call the office immediately.
True or False: If you think the complaint is unfair, it’s okay to get defensive with the office.
False. Stay professional and share facts respectfully.
You realize later that you missed a task.
Tell the office honestly and document.
One way to show dignity to a client is....?
Speak respectfully, offer choices, protect privacy.
When should you document a fall or incident?
Immediately after reporting it.
You notice a client acting very different than usual
Report the change to the office and document in Wellsky
A family says their loved one didn’t get a shower. What should you do when the office asks about it?
Explain honestly what happened and check your documentation.
You’re unsure how to safely do a task.
Ask the office for guidance.
What should you do if you make a mistake?
Tell the office honestly right away.
What should notes include?
Facts only — what happened, what you did, client condition.
You arrive to your shift and notice the floor is wet and slippery.
Clean up the mess and make it safe for the client and document in Wellsky
Why does the office investigate family concerns?
To protect clients, YOU, and make sure proper care is being given.
You made a mistake and feel nervous about reporting it.
Tell the office anyway — honesty keeps clients and you safe.
Who supports you when something goes wrong?
The office/team — you’re not alone.
True or False: Guessing in notes is okay if you forgot details.
False. Only document what you know.
Why do we report incidents right away?
To protect the client, the care pro, and get support quickly.
What is the best mindset when the office calls about a complaint?
Be open to feedback — it’s about improving care, not punishment.
True or False: You will get in trouble just for reporting a mistake.
False. Reporting keeps everyone safe.
The most important part of caregiving is…
Keeping clients safe and treated with kindness.
Who reads your documentation?
Families, office staff, and sometimes healthcare providers.