Company Policy Handbook

This handbook sets out the policies that guide how Euphoria operates. It applies to the business owner, all companions, and any staff engaged to provide services on behalf of Euphoria.

1. Our Purpose & Scope of Services

Euphoria provides non-medical companionship visits for older adults and others who want support staying connected, independent, and engaged. Our services include companionship, conversation, accompanying clients to appointments and outings, light meal preparation, light housekeeping tied to daily living, and activities tailored to each client.

Euphoria does not provide personal care (such as bathing, dressing, or toileting) or any medical or clinical care, including medication administration. This boundary keeps our service outside CQC regulation and must be maintained in every client interaction. Where a client's needs go beyond this scope, companions must refer the matter to the business owner, who will discuss alternative or supplementary care with the family.

2. Companion Code of Conduct

Treat every client with dignity, patience, and respect, regardless of their background, health, or circumstances.
Arrive on time for every visit, and notify the office as early as possible if running late or unable to attend.
Never perform personal care or medical tasks, even if asked to by a client or family member — explain the boundary kindly and report the request.
Maintain professional boundaries — no financial transactions with clients beyond agreed reimbursed expenses, and no accepting gifts of significant value.
Respect client property and privacy at all times.
Report any safeguarding concerns, accidents, or incidents immediately (see section 5).
Represent Euphoria professionally, including appearance, punctuality, and communication.

3. Recruitment & DBS Policy

Every companion must complete the following before working unsupervised with clients:

An enhanced DBS (Disclosure and Barring Service) check
Verification of at least two references
An in-person interview assessing experience, character, and suitability
A right-to-work check

DBS checks are renewed periodically in line with best practice. Any companion who receives a caution or conviction during their time with Euphoria must disclose this immediately.

4. Health & Safety Policy

Companions must complete a basic risk assessment of the client's home on their first visit and report any hazards.
Companions must never lift or move clients in a way that requires manual handling training they have not received.
Any accident, injury, or near-miss involving a client or companion must be reported to the business owner the same day and logged.
Companions should carry a mobile phone at all times during visits for emergencies.

5. Safeguarding Policy

Euphoria takes the safety and wellbeing of every client seriously. All companions must:

Report any signs of abuse, neglect, self-neglect, or exploitation immediately to the business owner.
Never ignore a disclosure from a client, even if the client asks them to keep it secret.
In an emergency or immediate danger, contact 999 first, then notify Euphoria.
Contact the local authority safeguarding adults team for non-emergency concerns, with guidance from the business owner.

Euphoria maintains a written record of any safeguarding concern raised, the action taken, and the outcome.

6. Equal Opportunities Policy

Euphoria is committed to equal treatment of all clients, companions, and applicants, regardless of race, religion, gender, sexual orientation, disability, age, or any other protected characteristic under the Equality Act 2010. Services and employment decisions are based on need, merit, and suitability alone.

7. Data Protection Policy

Euphoria collects and holds personal data about clients and companions (such as names, contact details, and care preferences) in order to provide services safely. In line with UK GDPR and the Data Protection Act 2018:

Personal data is only collected where necessary and only shared with those who need it to deliver care.
Data is stored securely and not kept longer than necessary.
Clients and companions may request access to the data Euphoria holds about them.
Any data breach will be assessed and, where required, reported to the ICO within the statutory timeframe.

8. Client Complaints Procedure

Complaints can be made by phone, email, or in writing to the business owner.
All complaints are acknowledged within 2 business days.
A full response or resolution is provided within 10 business days wherever possible.
A written record of all complaints and their outcomes is kept.

9. Cancellation & Scheduling Policy

Clients are asked to give at least 24 hours' notice to cancel or reschedule a visit.
Late cancellations may be subject to a cancellation fee, as set out in the Client Service Agreement.
Euphoria will make reasonable efforts to provide a substitute companion in case of illness or unavailability.

10. Insurance

Euphoria maintains public liability insurance and, where applicable, professional indemnity cover appropriate to non-medical companionship services. Proof of insurance is available to clients on request.

11. Review

This handbook is reviewed at least annually, or sooner if there is a relevant change in law or business practice.

This handbook is a general template and does not constitute legal advice. Please have it reviewed by a solicitor familiar with UK care and employment law before formal adoption.