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What to Do if Something Goes Wrong

At edyn.care, we have plans in place to make sure clients stay safe and supported, even when things don’t go as expected. This article explains what you need to do if there is an emergency, disruption, or unexpected problem during a live-in placement.

Jonny Bottomley avatar
Written by Jonny Bottomley
Updated over 2 weeks ago

Our priority – always

No matter the situation:

  • No client should be left without safe support

  • You will never be penalised for raising concerns early

If you are unsure - contact us immediately.

When should you contact the office or on-call team?

You must contact the on-call or care management team as soon as possible if:

  • You are unwell or unable to continue working

  • You will be late or cannot attend

  • There is an emergency in the client’s home

  • There is a safeguarding concern

  • You lose access to your phone, app, or care plan

  • There is severe weather, travel disruption, fire, flood, or power failure

  • Anything happens that could put the client at risk

📞 edyn.care is available 24/7 on 020 3970 9900

If you can’t continue a live-in placement

If you become unwell or need to leave urgently:

  1. Call the on-call team immediately

  2. Stay with the client until advised otherwise, if safe to do so

  3. Share any urgent information about:

    • Medication

    • Meals

    • Risks

    • Daily routines

A Care Management Team member will arrange safe cover or alternative support.

Planned changes or time off

For non-urgent schedule changes, we ask for at least 2 weeks’ notice.

Please use the Schedule Change Form on the carer portal so that:

  • Everything is logged clearly

  • There is no confusion

  • Replacement cover can be planned safely

If systems or technology fail

If you:

  • Lose your phone

  • Have no signal, data, or battery

  • Cannot access the carer portal

You should:

  • Use paper care plans kept in the client’s home (if provided)

  • Call the office or on-call team for support

  • Continue care safely using known routines

Never guess — ask for help.

During emergencies or disruption

You should:

  • Stay calm and prioritise the client’s immediate needs

  • Follow the care plan as closely as possible

  • Keep communication open with the care management team

  • Record what happened as soon as practical

Medication, nutrition, hydration, and personal care are non-negotiable priorities.

Media and social media

If you are contacted by:

  • Journalists

  • Media

  • Members of the public asking questions

  • Social media messages or comments about an incident

❌ Do not respond
✅ Refer immediately to the office

Only senior management can speak publicly on behalf of edyn.care.

Safeguarding always comes first

If at any point:

  • A situation feels unsafe

  • Continuity arrangements increase risk

  • A client’s welfare may be compromised

👉 Safeguarding procedures override everything else

Report concerns immediately.

Your responsibilities as a carer

You are expected to:

  • Communicate early and honestly

  • Follow offline procedures if systems fail

  • Escalate concerns without delay

  • Prioritise safety over routine

  • Cooperate with emergency arrangements

You are not expected to handle crises alone.

Remember

✔ Help is always available
✔ Raising concerns is the right thing to do
✔ We plan for disruption — you’re not failing if it happens

If in doubt: call us.

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