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Emergency protocol
Emergency protocol
If a Helper or a member has a medical or psychological emergency, Helpers will take the following steps:
If a Helper or a member has a medical or psychological emergency, Helpers will take the following steps:
Call 000 and follow their instructions.
This includes any event where a member has a fall and is unable to get up unassisted. Helpers can provide a chair or table for them to lean on, but will not provide manual help.
Helpers are not equipped to provide first aid, and will follow the instructions of emergency personnel.
Call Lively HQ.
Helpers will report the incident by calling via the 'Immediate response' button in their Lively app.
Lively HQ will ensure the member's emergency contact is reached. If required, the Helper will go to the hospital with the member until their emergency contact has arrived.
Incident management
Incident management
When incidents or complaints occur, Lively will always keep you informed as follows, in line with the Serious Incident Response Scheme (SIRS):
In the event of an emergency, the Lively Helper will report it to Lively HQ via our 'immediate response' line, and non-urgent incidents are reported when they complete their session notes at the end of the session.
The Lively Matching team will email your organisation's shared inbox with an incident report as soon as possible within 24 hours.
In the event of any kind of fall (including non-emergencies), Lively Helpers will always report it immediately during the session via Lively's immediate response line, and Lively's Matching team will notify you straight away.
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