stage,action,completion_evidence,responsible_owner,due_date,completed_date,evidence_reference,exception_and_action
Define the care categories,"Separate assistance, nursing, rehabilitation and other clinical services. Write an explicit exclusion list, escalation standard and admission criteria. Do not market attendants as nurses or advertise medical outcomes without the proper clinical service. Families must understand which tasks require a registered professional and which are outside the agency’s role.",Service catalogue and clinical/non-clinical boundary.,,,,,
Determine local legal applicability,"Describe the legal entity, operating office, home service, clinical supervision and proposed staff roles to the competent State authority or qualified adviser. Central clinical-establishment adoption and separate State regimes differ. Record the actual registration, professional and waste-management decisions instead of assuming one national home-care licence exists.",State-specific applicability memo and permissions.,,,,,
Recruit and verify safely,"Check identity, qualifications, professional registration where required, references and role competence through lawful processes. Train staff on consent, safeguarding, confidentiality, infection prevention and escalation. Verify information proportionately and store it securely. A background check is one control, not a guarantee of conduct or a substitute for supervision.","Credential file, training record and verified role.",,,,,
Assess the household and service fit,"Obtain consent and have an appropriately qualified person assess the service need and risks. Record emergency contacts, access, equipment, mobility support, family responsibilities and the clinical escalation route. Refuse a service that requires a higher level of care than the team can safely provide.",Accepted care plan and risk assessment.,,,,,
Price a sustainable roster,"Build the roster from safe duty hours, rest, travel, leave and backup capacity. Include supervisor time and statutory employment costs where applicable. A promise of uninterrupted 24-hour care cannot be costed as one person working continuously. Tell the family what replacement and night-cover arrangements are actually included.","Roster, relief plan and signed price schedule.",,,,,
Agree consent and contract terms,"Name the person entitled to instruct and receive updates, the scope, fees, cancellation/refund rules and complaints contact. Distinguish medical orders from family requests. Protect dignity and privacy, including images and recordings. Do not use a broad indemnity to shift responsibility for the agency’s unsafe staffing or misrepresentation.","Service agreement, consent and emergency contacts.",,,,,
Start with a controlled handover,"Introduce the assigned worker, confirm identity and role, review the care plan and demonstrate documentation and escalation. For clinical care, responsible professionals manage clinical instructions; the agency does not improvise treatment. Verify that the family understands whom to call when needs exceed the plan.",First-shift handover and acknowledgement.,,,,,
Supervise attendance and quality,"Use proportionate attendance evidence, scheduled supervisor checks and a reliable replacement channel. Record completed services and exceptions without exposing sensitive details in public messaging groups. Track complaints, missed visits and staff fatigue. Review a changing need promptly rather than letting an old care plan continue indefinitely.",Shift log and supervisor review.,,,,,
Handle incidents with care-first escalation,"Protect the person, activate appropriate emergency assistance and notify the responsible clinical and family contacts. Preserve factual records and assess required reporting. Allegations of abuse, theft or unsafe conduct need a safeguarding response, not a sales-team negotiation to suppress complaints.",Incident chronology and corrective-action decision.,,,,,
"Review, transfer or close the service","Reassess the plan, staffing and price when needs change. At closure give a documented handover to the family or authorised provider, reconcile deposits and bills, and revoke unnecessary data access. Keep records only for justified legal and operational periods and honour applicable confidentiality duties.","Care transfer, account closure and retention record.",,,,,