Privacy Policy

Protecting your information and your trust

At Neffy Care Services Limited, your privacy matters to us.
We are committed to protecting your personal information and ensuring that everything we do complies with the UK General Data Protection Regulation (GDPR) and the Data Protection Act 2018.

This policy explains how we collect, use, store, and protect your personal information.

 Who We Are

Neffy Care Services Limited
Based in London
Email: Info@neffycare.org.uk

We are a registered domiciliary care provider delivering personal care and support to adults in their own homes.

 

 Information We Collect

We may collect and store the following types of information:

For clients and service users:

• Name, address, date of birth, and contact details
• Medical history and care needs
• Next of kin or emergency contact information
• GP and healthcare professional details
• Care plans, visit records, and risk assessments

For staff and job applicants:

• Contact and identification details
• Employment history, references, and training records
• DBS and right-to-work documentation

 

 Why We Collect Your Information

We collect personal data to:

• Deliver safe, effective, and personalised care
• Meet legal and regulatory requirements (including CQC)
• Communicate with clients, families, and professionals
• Manage staffing, payroll, and HR functions
• Maintain accurate care and business records

We only collect information that is relevant, necessary, and lawful.

 

 How We Protect Your Data

We use secure systems, encrypted storage, and restricted access to protect all personal information.
All staff receive regular GDPR and confidentiality training and must sign a confidentiality agreement before accessing any records.

We never share your information without your consent, except when legally required (for example, safeguarding, emergencies, or regulatory inspections).

 

 Who We Share Information With

We may share limited information with:

• Healthcare professionals (GPs, district nurses, hospitals)
• Local authorities or CQC (for regulatory purposes)
• Emergency services (if required for safety reasons)
• Payroll or HR providers (for staff data only)

When we share data, we do so securely and only when absolutely necessary.

 

 How Long We Keep Information

We keep records only as long as needed to meet legal, contractual, or professional requirements.
When records are no longer required, they are securely deleted or destroyed in line with data protection policies.

 

 Your Rights

Under UK GDPR, you have the right to:

• Access the personal information we hold about you
• Request correction of inaccurate data
• Request deletion of your data (where legally permitted)
• Object to how we use your data
• Withdraw consent at any time (where applicable)

 

 Cookies (for Website Users)

Our website may use cookies to improve your browsing experience.
Cookies are small text files stored on your device to help us understand how our site is used.
You can disable cookies in your browser settings at any time.

 

 Legal Basis for Processing

We process personal data under the following lawful bases:

• Consent (when you agree to our use of your data)
• Contract (to deliver the care or employment agreement)
• Legal obligation (for CQC, safeguarding, or employment laws)
• Vital interests (to protect your life or health)
• Legitimate interests (for business operations and service delivery)

 

 Contacting Us

If you have any questions about this policy or how we handle your data, please contact:
Data Protection Officer
Neffy Care Services Limited
info@neffycare.org.uk
London

If you’re unhappy with how we handle your data, you can also contact the Information Commissioner’s Office (ICO):
www.ico.org.uk

 

Policy Review

This policy will be reviewed annually or sooner if legislation or guidance changes.

 

Terms & Conditions

 

Please read these terms carefully before using our website

Welcome to the Neffy Care Services Limited website.
By accessing or using this website, you agree to comply with and be bound by the following terms and conditions.
If you do not agree with these terms, please do not use our website.

 

 

Website Use

• The content of this website is for general information only.
• It is subject to change without notice as we continue to improve our services and update our information.
• You agree to use this website for lawful purposes only and in a way that does not infringe the rights or restrict the use of others.

We make every effort to ensure that the information provided on this website is accurate and up to date. However, Neffy Care Services Limited cannot guarantee complete accuracy and accepts no liability for any errors or omissions.

 

Care Enquiries & Contact Forms

When you contact us through our website (for example, via our contact form or email), you consent to us using your information solely for the purpose of responding to your enquiry or arranging a care assessment.

We will handle your personal information in accordance with our Privacy Policy, in line with the UK GDPR and Data Protection Act 2018.

Submitting an enquiry does not create a contractual relationship until a formal agreement or care plan is signed.

 

Our Services

All services described on this website are subject to availability and individual assessment.
The descriptions provided are for general information only and do not form a binding offer or guarantee.

A personalised care plan and contract will always be provided before any care service begins.

 

Links to Other Websites

Our website may contain links to other websites for your convenience.
We are not responsible for the content, privacy policies, or practices of external sites.
You should review the terms and privacy statements of any third-party websites you visit.

 

 Intellectual Property

All website content — including text, graphics, logos, and images — is the property of Neffy Care Services Limited unless otherwise stated.
You may not reproduce, distribute, or copy any material without prior written permission.

You may print or download extracts for personal, non-commercial use only.

 

Limitation of Liability

Neffy Care Services Limited shall not be liable for any loss or damage arising from the use (or inability to use) this website or reliance on its content.
This includes indirect or consequential loss, except where required by law.

We do not guarantee uninterrupted access to this site and may suspend or modify content at any time.

 

 Changes to These Terms

We may update these Terms & Conditions from time to time to reflect changes in our services or legal requirements.
Any updates will be posted on this page with a new “last updated” date.

 

 Contact Us

If you have any questions about these Terms & Conditions, please contact us:

Neffy Care Services Limited
Email: info@neffycare.org.uk

Cookie Policy

 

How we use cookies on the Neffy Care Services Limited website

At Neffy Care Services Limited, we use cookies to make sure our website works properly, helps you find the information you need easily, and allows us to improve our online services.

By using our website, you agree that we can place cookies on your device as described in this policy.

 

What Are Cookies?

Cookies are small text files that are stored on your device (computer, tablet, or smartphone) when you visit a website.
They help websites function effectively and provide information to the site owners about how the website is being used.

Cookies do not give us access to your computer or any personal information other than what you choose to share with us.

 

 Types of Cookies We Use

1. Essential Cookies

 

These cookies are necessary for our website to function correctly — for example, enabling you to navigate pages and access secure areas.
Without these cookies, parts of our site may not work properly.

2. Performance & Analytics Cookies

 

These cookies help us understand how visitors use our site  for instance, which pages are visited most often  so we can improve our website’s design and content.
We may use tools such as Google Analytics for this purpose.

3. Functionality Cookies

 

These cookies remember your preferences (like language or region) to give you a more personalised experience.

4. Third-Party Cookies

 

If we include links or content from external websites (like Google Maps or social media feeds), those sites may place cookies on your device.
We have no control over these and recommend checking those sites’ cookie policies.

 

 Managing Your Cookie Preferences

When you visit our website, you’ll be asked to accept or reject non-essential cookies.
You can also manage or delete cookies at any time through your browser settings.

Here’s how to control cookies in your browser:

• Google Chrome: Settings → Privacy & Security → Cookies and other site data
• Safari: Preferences → Privacy
• Microsoft Edge: Settings → Site permissions → Cookies and site data
• Firefox: Settings → Privacy & Security → Cookies and Site Data

Please note that disabling some cookies may affect how our website functions.

 

Data Protection

Cookies do not store personal details such as your name or contact information.
Any personal information collected through other means (for example, contact forms) is handled securely under our Privacy Policy.

 

 Updates to This Policy

We may update this Cookie Policy from time to time to reflect legal changes or improvements to our website.
Please check this page occasionally to stay informed about how we use cookies.

Last updated: October 2026

 

Medication Policy

Safe, accurate, and person-centred medication support

 

At Neffy Care Services Limited, the safety, wellbeing, and dignity of every person we support are our top priorities.
We understand how important it is that medication is handled correctly and responsibly.
Our goal is to make sure that every individual receives the right medication, in the right dose, at the right time every time.

 

 

 Contact Us

If you have any questions about how we use cookies, please contact:
Neffy Care Services Limited
Email: info@neffycare.org.uk
London

 

 

Statement of Purpose

Neffy Care Services Limited

 

Provider Details

Registered Provider Name:
Neffy Care Services Limited

Business Address:
[Insert full office address here]
East London, United Kingdom

Telephone: [Insert phone number]
Email: Info@neffycare.org.uk

Infection Prevention and Control Policy

Keeping you, your home, and our staff safe

 

At Neffy Care Services Limited, we are committed to protecting our clients, staff, and the wider community from the risk of infection.
Good infection prevention and control (IPC) is essential to delivering safe, effective, and high-quality care.

We follow the latest national guidance from the UK Health Security Agency (UKHSA), the NHS, and the Care Quality Commission (CQC).

 

Our Commitment

We promise to:

• Maintain the highest standards of cleanliness and hygiene in all aspects of care
• Prevent the spread of infection through safe working practices
• Train all staff in infection prevention and control
• Ensure staff have access to and use personal protective equipment (PPE) correctly
• Respond quickly and effectively to any infection risks or outbreaks

Your safety and wellbeing are always our top priorities.

 

Good Hygiene Practice

Our staff follow strict hygiene procedures at all times, including:

• Washing and sanitising hands before and after every care visit
• Using gloves, aprons, and masks where needed
• Cleaning and disinfecting equipment between uses
• Following proper waste disposal procedures
• Wearing clean uniforms and maintaining good personal hygiene

We also encourage service users and families to support infection prevention by maintaining a clean and safe home environment.

 

Staff Training and Responsibility

All staff at Neffy Care Services Limited receive mandatory Infection Prevention and Control training as part of their induction and ongoing professional development.
This training includes:

• Understanding how infections spread
• Safe use and disposal of PPE
• Hand hygiene techniques
• Cleaning and decontamination procedures
• Managing exposure incidents (e.g., sharps injuries)

Our managers carry out regular spot checks and audits to ensure all procedures are being followed correctly.

 

Managing Infections and Outbreaks

If an infection or outbreak occurs (such as flu, COVID-19, or other contagious illnesses), we take immediate action:

• Isolate or limit exposure to affected individuals
• Inform relevant healthcare professionals and family members
• Implement enhanced cleaning and disinfection
• Review and reinforce PPE use
• Report serious incidents to the appropriate authorities (Local Authority or CQC, if required)

We follow Public Health England/UKHSA outbreak management guidance at all times.

 

Cleaning and Waste Disposal

Our staff are trained to:

• Use approved cleaning products safely
• Dispose of clinical waste correctly
• Handle laundry to prevent cross-contamination
• Maintain infection control in vehicles and equipment used for care

All cleaning equipment and materials are regularly checked and replaced when needed.

 

Personal Protective Equipment (PPE)

We provide all staff with the correct PPE for their duties, including gloves, aprons, masks, and eye protection when appropriate.
Staff are trained in:

• When to use PPE
• How to put on and remove PPE safely
• How to dispose of PPE correctly

 

Supporting Service Users and Families

We understand that infection control works best when everyone is involved.
We work closely with clients and families to:

• Explain any infection control measures
• Encourage safe practices (like handwashing)
• Support anyone who may be feeling anxious or unwell

Our carers always aim to balance safety with compassion and understanding.

 

Confidentiality

We treat all health and infection-related information in strict confidence, in line with UK GDPR and our Privacy Policy.
Information is only shared with healthcare professionals when necessary for safety or treatment.

 

Policy Review

This policy will be reviewed annually or sooner if national guidance changes.

Last updated: October 2026

 

 

 

Health & Safety Policy

Creating a safe environment for everyone

 

At Neffy Care Services Limited, we are committed to providing a safe, healthy, and supportive environment for all our service users, staff, and visitors.
We believe that good health and safety practices protect lives, prevent harm, and help us deliver care with confidence and peace of mind.

We follow the principles of the Health and Safety at Work Act 1974 and the CQC Fundamental Standards, ensuring that safety is at the heart of everything we do.

 

Our Commitment

We are committed to:

• Preventing accidents, injuries, and work-related ill health
• Maintaining safe working environments in clients’ homes and our offices
• Providing safe equipment and materials for care delivery
• Ensuring staff receive full health and safety training
• Promoting a culture of awareness and responsibility among all team members
• Complying with all relevant health and safety laws and regulations

The health, safety, and wellbeing of our clients and staff are our top priorities.

 

Responsibilities

The Registered Manager

• Oversees all aspects of health and safety within Neffy Care Services Limited
• Ensures compliance with legislation, CQC regulations, and company policies
• Carries out risk assessments and implements control measures
• Ensures staff receive the right training and equipment to work safely

 

All Staff

Every member of staff has a responsibility to:

• Follow health and safety policies and procedures
• Use PPE and equipment correctly
• Report hazards, accidents, or near-misses immediately
• Take reasonable care of their own health and safety and that of others
• Cooperate fully with the company in maintaining a safe workplace

 

 Risk Assessments

Before providing care, we carry out comprehensive risk assessments for:

• The service user’s home environment
• Manual handling and mobility assistance
• Infection control and hygiene
• Fire safety and emergency planning
• Lone working and travel safety

These assessments are reviewed regularly or whenever a change in circumstance occurs.

 

Equipment and Safety

We ensure that all equipment used by our carers is:

• Safe, well-maintained, and fit for purpose
• Regularly inspected or replaced when necessary
• Used only by trained and competent staff

Clients’ equipment (e.g., hoists, wheelchairs, commodes) is checked for suitability and safety before use.

 

Fire Safety

Our carers receive fire safety training, including:

• Identifying fire hazards in clients’ homes
• Evacuation and emergency procedures
• Safe use of electrical equipment

We encourage service users and families to maintain clear pathways and working smoke alarms.

 

Lone Working and Community Safety

As many of our carers work alone in the community, we have a dedicated Lone Working Policy to protect them.
This includes:

• Regular check-ins with managers
• GPS or call-in systems for safety
• Procedures for handling emergencies or unsafe situations

 

 Health & Wellbeing of Staff

We care about the wellbeing of our staff and promote:

• Regular breaks and workload balance
• Mental health awareness and support
• Access to advice and occupational health guidance when needed

A healthy, happy team provides the best care.

 

Incident and Accident Reporting

All accidents, injuries, and near-misses are recorded and reviewed.
We:

• Take immediate action to prevent recurrence
• Inform relevant authorities (including the CQC, if required)
• Review policies and training to strengthen safety measures

 

Confidentiality and Data Protection

All health and safety records are stored securely and handled in line with UK GDPR and our Privacy Policy.

 

Policy Review

This policy will be reviewed annually, or sooner if laws, guidance, or service changes occur.

Last updated: October 2026

 

 

 

Lone Working Policy

Keeping our carers safe — wherever they work

 

At Neffy Care Services Limited, we know that many of our care staff work alone in the community, supporting clients in their homes.
While this allows us to provide flexible, personal care, it can also present unique risks.

We are committed to protecting the safety, wellbeing, and confidence of all our lone workers through clear procedures, training, and ongoing support.

 

Our Commitment

We will always:

• Assess and reduce the risks associated with lone working
• Provide clear policies, training, and communication systems for all staff
• Ensure lone workers feel confident, supported, and able to raise concerns
• Respond quickly to any incidents or emergencies
• Continuously review and improve our safety systems

Everyone at Neffy Care Services Limited has a role in keeping each other safe.

 

Who Is a Lone Worker?

A lone worker is anyone who works without direct supervision or alongside colleagues — for example:

• Care staff visiting service users in their own homes
• Staff travelling between visits or working out of hours
• Office staff working alone for periods of time

 

Risks of Lone Working

Risks may include:

• Accidents or health emergencies with no immediate assistance
• Verbal abuse, aggression, or violence
• Environmental hazards (unsafe home conditions, pets, trip hazards)
• Travel-related risks (especially at night or in unfamiliar areas)

We assess and manage these risks carefully through training, communication, and support.

 

Risk Assessments

Before any lone working takes place, we:

• Conduct a full risk assessment of the client’s home and environment
• Identify potential hazards or high-risk situations
• Put clear control measures in place (such as phone check-ins or buddy systems)
• Review risk assessments regularly and after any incidents

Staff are encouraged to report any new or changing risks immediately.

 

Communication and Monitoring

We ensure that all lone workers can stay in touch and get help when needed.
Our procedures include:

• Regular check-in calls between carers and managers
• A buddy or on-call system for out-of-hours visits
• Emergency contact numbers provided for every shift
• GPS-enabled mobile phones (where provided)

If a carer does not check in as expected, our management team will act immediately to ensure their safety.

 

Staff Training and Awareness

All staff receive Lone Working and Personal Safety Training as part of their induction and ongoing development.
This includes:

• How to assess and respond to risk
• Personal safety and awareness techniques
• How to de-escalate challenging behaviour
• What to do in an emergency
• How to report incidents and near-misses

We want every staff member to feel confident, supported, and never alone — even when working independently.

 

Emergency Procedures

If a lone worker feels unsafe or experiences an emergency, they should:

• Leave the situation immediately if possible
• Call 999 if there is immediate danger
• Contact their line manager or on-call supervisor as soon as it’s safe
• Complete an incident report as soon as possible

Managers will follow up with welfare checks, support, and any necessary reporting to authorities.

 

Supporting Our Staff

We know that lone working can sometimes be stressful.
We provide emotional and practical support after any incident, and encourage open communication about safety and wellbeing.
We are here to listen, learn, and act.

 

Policy Review

This policy is reviewed annually, or sooner if regulations, risks, or working practices change.

Last updated: October 2026

Equality, Diversity & Inclusion Policy

 

Valuing every person. Respecting every difference.

At Neffy Care Services Limited, we celebrate diversity and are committed to providing a service where everyone — clients, families, and staff — feels valued, respected, and supported.

We believe that every person, regardless of background, deserves to live and work in an environment that is inclusive, fair, and free from discrimination.

 

Our Commitment

We are committed to:

• Promoting equality of opportunity for all clients and staff
• Treating everyone with dignity, respect, and fairness
• Providing care that reflects individual needs, choices, and cultural backgrounds
• Creating an inclusive workplace that welcomes people from all communities
• Complying fully with the Equality Act 2010 and CQC Fundamental Standards

 

What Equality, Diversity & Inclusion Mean to Us

Equality

 

Everyone has the same rights to high-quality care and support.
We provide equal access to services and employment opportunities — free from discrimination, harassment, or victimisation.

Diversity

 

We recognise, respect, and value people’s differences — including culture, religion, race, gender, disability, sexual orientation, and beliefs.
We believe diversity strengthens our organisation and helps us deliver truly person-centred care.

Inclusion

 

We ensure everyone feels welcome, heard, and respected.
Clients and staff are encouraged to share their views, ideas, and experiences without fear of prejudice or bias.

 

 Providing Inclusive Care

At Neffy Care Services Limited, we tailor care and support to meet each person’s unique needs and preferences.
This includes:

• Respecting cultural, religious, and dietary needs
• Supporting individuals to express their identity and beliefs
• Using preferred names, pronouns, and communication styles
• Making reasonable adjustments to meet physical or sensory needs
• Providing accessible information and translation support when required

Our goal is to ensure every service user feels comfortable, understood, and valued.

 

Supporting Our Staff

We are an equal opportunities employer and are committed to building a diverse, inclusive workforce.

We:

• Recruit based on skills, values, and merit only
• Provide equal training and development opportunities
• Encourage staff to challenge discrimination wherever it occurs
• Support wellbeing, mental health, and work-life balance for all employees

We want everyone at Neffy Care Services to feel proud of who they are and confident in their role.

 

Zero Tolerance for Discrimination

We have a zero-tolerance approach to any form of:

• Discrimination
• Harassment
• Bullying
• Victimisation

Any breaches of this policy are treated seriously and will result in appropriate action being taken.

 

Listening and Learning

We encourage open communication and feedback from clients, families, and staff.
Your experiences help us to continually improve and ensure we’re delivering care that truly respects everyone’s individuality.

If you ever feel unfairly treated or excluded, please contact our management team — we will listen, act, and make it right.

Email: Info@neffycare.org.uk

 

Policy Review

This policy will be reviewed annually, or sooner if legislation or guidance changes.

Last updated: October 2026