Frequently Asked Questions
What do I write in “daily shift notes” or progress notes in the Sandwai app?
Please note: Feedback forms are not reviewed in real time. Submissions are collected by the office once a week, then passed on to the client’s provider or care team for review. If something is urgent or involves an incident, please call the office to report it immediately.
What do I do in a medical emergency?
If a client experiences a medical emergency (e.g., collapse, difficulty breathing, severe injury): Stay calm and assess the situation. If the situation is life-threatening or you are unsure: Call 000 immediately. Provide basic first aid within your training and competency. Keep yourself and the client safe – avoid hazards. After calling 000, contact the office…
What do I do if the client is injured?
Check for immediate danger (environment, hazards). If urgent or life-threatening: call emergency services (000). Provide first aid only within your competency. Contact the office to report the injury. Document everything: what happened, what you saw, what you did. Complete an incident report as soon as possible.
What do I do if my pay is wrong?
Start by checking: Your payslip And your completed shifts in Sandwai for the pay week If something doesn’t match or you believe there is an error, email office@aquamarinecare.com.au so we can investigate.
What do I do if I suspect abuse, neglect, or exploitation?
You must report it immediately. If someone is in immediate danger, call 000. Contact the office as soon as possible. Document exactly what you saw, heard, or were told – do not investigate yourself. Complete an incident report. All concerns must be taken seriously. You are legally and ethically required to report suspicions of harm.
What do I do if I arrive and the client isn’t home?
If you arrive to a client service and the client is not answering the door, please check other access points and call out the client’s name. If they do not appear to be home, please call Aquamarine.
What do I do if I accidentally damage a client’s property?
Ensure everyone is safe (e.g., broken glass, electrical hazard). Let the client know calmly and without blame. Contact the office to report the damage. Document what happened factually in your notes. Complete an incident report if required. Do not offer to personally pay for damage – follow organisational policy.
What do I do if a client or family member makes me uncomfortable?
Your safety and wellbeing come first. If you feel uneasy, unsafe, or uncomfortable at any time: Remove yourself from the situation if you can do so safely. Contact the office as soon as possible to report what happened. Document the situation factually in your notes. You will not be penalised for speaking up due to…
What do I do at my first visit with a new participant/client?
Great question! Please come prepared with: Your Personal Protective Equipment in case it is required Your ID Badge Correct work attire and enclosed work shoes Refreshments and snacks or lunch for yourself A fully charged smartphone Be sure to calculate the travel time and arrive on time, and read the client notes and service notes…
My client is unwell and I don’t want to get sick. What do I do?
If your client is unwell, you must prioritise infection control. Wear full PPE (mask, face shield, gloves, gown). Maintain good hand hygiene throughout the service. If you feel unsafe or unsure about proceeding, please contact the office for guidance.