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Keeping Information Safe in Live-In Care (IT & Data Security)

When you work in someone’s home, you’ll see personal information every day — addresses, medication, routines, family details. Keeping that information safe protects the client, protects you, and supports safe care.

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Written by Finn Tacon
Updated over 2 months ago

The 5 golden rules

  1. Use the approved system for care notes and updates — not personal messages.

  2. Lock your phone and laptop (PIN/password/Face ID).

  3. Don’t share photos or videos unless the office has agreed it for a care reason.

  4. Don’t share client details with family members unless they’re the authorised contact and the office has confirmed.

  5. Report mistakes immediately — quick reporting prevents harm.

What to do if…

…you accidentally text/email the wrong person

  1. Tell your manager/on-call immediately.

  2. Don’t try to “fix it quietly” by deleting messages — report it.

  3. If you can, take a screenshot for evidence and follow instructions from the office.

You won’t be blamed for reporting promptly — we need to act fast to reduce risk.

…a family member asks you to WhatsApp them updates or photos

Say something like:

“I can’t share care information through personal apps. We’ll send updates through the agreed route so everything is safe and recorded.”

If they keep pressuring you, contact your manager — this is a governance and safety issue, not something you should manage alone.

…you’re asked to take a photo (e.g., a wound, a pressure area, equipment set-up)

Do not take photos unless:

  • the office has confirmed it’s needed for care and consent/authorisation is in place, and

  • you know where to upload it securely.

If it is authorised:

  1. Take the photo using the approved method.

  2. Upload it to the approved system immediately.

  3. Delete it from your device (including “recently deleted”).

…you lose your phone or think it’s been stolen

  1. Call the on-call manager immediately.

  2. Tell them what device it is and whether it had any work information on it.

  3. Follow instructions (you may need to change passwords right away).

…you’ve written notes on paper in the home

Paper notes can be risky in a private home.

  • Keep them in the agreed secure place (not on the kitchen table).

  • Don’t leave them where visitors can see them.

  • Don’t throw them in the household bin — ask the office what to do for confidential disposal.

…you get a suspicious email or link (phishing)

If something feels off:

  • don’t click links

  • don’t open attachments

  • report it to the office/security contact

Phishing is one of the most common ways care organisations get hacked.

Remember

In live-in care, people may treat you like “part of the household” — but you are a professional handling regulated information. If you’re unsure, pause and ask the office.

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