Support at Home (SAH): A Guide for Blys Therapists

When accepting a Support at Home (SAH) booking through Blys, it is important to understand your responsibilities when providing services to older people in their homes.

Every client deserves to feel safe, respected, heard and in control of their own choices. This guide outlines the key principles to follow before, during and after each session.

1. Respect the client's rights

Older people receiving government-funded aged care have rights that must be respected throughout their care experience.

As a Blys therapist, you should:

  • Respect independence and choice: Allow clients to make their own decisions about their care and preferences.
  • Maintain dignity and respect: Treat every client with kindness, patience and professionalism.
  • Obtain consent: Explain the service and obtain the client's consent before commencing. Respect their decision if they decline or wish to stop.
  • Respect privacy: Keep personal information confidential and discuss the client's information only with authorised people when necessary.
  • Respect culture and identity: Be considerate of each client's cultural background, beliefs, communication needs and personal preferences.
  • Support autonomy: Never pressure a client into receiving a service or making a decision they are uncomfortable with.

Always communicate clearly and give clients the time and support they need to express their wishes.

2. Maintain professional boundaries

When providing services in a client's home, maintain appropriate professional boundaries at all times.

  • Be punctual, polite and appropriately presented.
  • Deliver only the service you are qualified, approved and booked to provide.
  • Do not provide additional services outside the booking without the appropriate approval.
  • Never request personal loans, gifts of significant value or financial assistance from clients.
  • Do not use a client's personal information for purposes unrelated to their care.
  • Never discriminate against, intimidate, exploit or mistreat a client.
  • Maintain confidentiality when discussing clients with other people.

Remember that you are providing a professional service in the client's home. Your conduct should help the client feel comfortable, safe and respected.

3. Provide safe and person-centred services

Every client has different needs, preferences and circumstances. Your approach should be tailored to the individual.

Before starting a session:

  • Confirm the service booked and discuss the client's preferences.
  • Explain what the session will involve.
  • Check that the client is comfortable proceeding.
  • Ensure the environment is reasonably safe and suitable for the service.
  • Follow the relevant hygiene, infection prevention and safety practices.
  • Work within your qualifications, skills, experience and professional scope.

During the session, pay attention to the client's comfort and communication. If they experience discomfort, become distressed or ask you to stop, pause or stop the service and respond appropriately.

Never perform a service that you are not qualified or competent to provide. If you are unsure whether a service is appropriate for a client, do not proceed until the concern has been clarified.

4. Protect client privacy and confidentiality

You may come across personal, family, financial or health-related information while providing services in a client's home.

You must:

  • Keep client information confidential.
  • Avoid discussing a client's circumstances with friends, family members or other clients.
  • Obtain appropriate permission before taking photographs or recording information beyond what is necessary for the service.
  • Avoid sharing client photographs, addresses or personal details on social media.
  • Ensure any client information you handle is stored and communicated securely.

Only share relevant information with Blys or the appropriate care representative when necessary for service delivery, safety or the management of a concern, and in accordance with applicable privacy requirements.

5. What should you do if something goes wrong?

Client safety is everyone's responsibility. Concerns should be taken seriously, even if no harm has occurred.

Examples include:

  • A client experiencing an injury, unexpected reaction or sudden deterioration during a session.
  • Suspected abuse, neglect, exploitation or inappropriate conduct.
  • An unsafe home environment that could put the client or therapist at risk.
  • A client expressing distress or reporting that they feel unsafe.
  • A near miss or any other incident connected with the service.

If an incident or concern arises:

  1. Prioritise immediate safety. Stop the service if necessary and take reasonable steps to protect everyone involved.
  2. Seek urgent assistance when required. Contact emergency services on 000 in Australia if there is an immediate threat to life or safety.
  3. Notify Blys promptly. Contact the Blys Homecare team at care@getblys.com with the relevant details.
  4. Document the facts. Provide an accurate account of what happened, when it occurred, who was involved and what actions were taken.
  5. Maintain confidentiality. Do not discuss the incident with unrelated parties or attempt to conceal what happened.

Do not ignore an incident because it appears minor, because the client has not made a complaint, or because no obvious injury occurred.

Blys and the relevant aged care provider can assess the matter and determine any further reporting or follow-up required.

6. Complaints and feedback

Clients have the right to raise concerns or provide feedback about their care without fear of being treated unfairly.

If a client raises a concern:

  • Listen calmly and respectfully.
  • Allow the client to explain their experience without interruption.
  • Avoid becoming defensive, arguing or making promises you cannot keep.
  • Acknowledge their concerns and respond professionally.
  • Notify Blys promptly so the concern can be addressed through the appropriate process.

Never discourage a client from making a complaint or treat them differently because they have raised an issue.

If a client discloses abuse, neglect or another serious concern, take it seriously and escalate it promptly.

7. Qualifications and scope of practice

Blys therapists must provide services that match their verified qualifications, skills, experience and approved service category.

For Support at Home remedial massage bookings, ensure you meet the applicable qualification requirements and that your credentials remain current where required.

Do not misrepresent your qualifications or provide medical advice, diagnoses or treatment outside your professional scope.

If a client's needs fall outside your expertise, explain this respectfully and contact Blys for guidance before proceeding.

8. Your responsibilities at every booking

Before the appointment:

  • Review the booking details and any relevant notes.
  • Confirm that the service matches your qualifications and approved services.
  • Contact Blys if any information is unclear or you identify a potential safety concern.

During the appointment:

  • Obtain consent and respect the client's choices.
  • Maintain professional boundaries and confidentiality.
  • Deliver the service safely and within your scope of practice.
  • Stop and escalate if a safety concern arises.

After the appointment:

  • Complete any required booking records accurately.
  • Report incidents, complaints or concerns promptly.
  • Share relevant information with Blys through the appropriate channels.
  • Maintain the client's privacy.

9. Useful official resources

The following resources provide further information about aged care rights, responsibilities and safety in Australia:

Need help?

If you have questions about a Support at Home booking, client requirements, service suitability or a safety concern, please contact the Blys Homecare team at care@getblys.com or contact +61 483 922 658.

We appreciate your commitment to providing safe, respectful and high-quality services to clients through Blys.

Thank you for being part of the Blys provider community.