Standards › Standard 29 › Standard operating procedures (SOPs)
Procedure · HC-SOP-001 · Version 1.0 · Approved by the ASF Expert Committee
Supports: 29.3
At a glance
- A client can ask for a different caregiver at any time, without giving a reason (HC-FRM-002).
- The request is answered within the set time, and it is not treated as a complaint about care quality.
- The client keeps their care while the change is arranged.
- The outcome is recorded.
- Stop and get help straight away if: a client asks for a change and is told no.
1. Purpose
To make sure clients can change caregiver through a respectful process (29.3).
2. Scope
| Applies to | Clinical and support staff in the hospital |
| Locations | All wards, clinics and departments of the facility |
| When | Whenever the activity described is carried out |
| Does not apply to | Activities covered by another document listed in section 15 |
3. Definitions
| Term | Meaning |
|---|---|
| Clinical lead | The doctor or nurse in charge of the area at the time |
4. Background
A client may not get on with a caregiver, and a relationship that is not working can harm the care. The client should be able to ask for a different caregiver without a fight.
5. Responsibilities
| Role | Responsibility | Competence |
|---|---|---|
| Home care service lead | Owns the request process | Clinician or manager |
| Care coordinator | Receives and answers each request | Staff |
6. Materials and equipment
| Item | Requirement | Condition |
|---|---|---|
| Records and forms named in this document | Current version | Checked before use |
7. Safety
- Stop and call for help if a patient is at immediate risk. Do not delay urgent care to complete paperwork.
8. Before you start
- Confirm the forms and equipment named in this document are available and current.
9. Procedure
Step 1. Receive.
- Receive the request and record it on HC-FRM-002.
Key point: Received.
Step 2. Respond.
- Answer within the set time and arrange the change where the client asks.
Key point: Responded.
Step 3. Record.
- Record the outcome and keep the client’s care in place until the change.
Key point: Recorded.
10. Decision points
- No decision points in this procedure.
11. Special situations
| Situation | Action |
|---|---|
| Out of hours | Follow the same steps. Use the on-call contact on the wall of the area. |
12. Escalation
- Any serious problem goes to the duty clinical lead at once and to the clinical director the same day.
13. Monitoring
| Measure | Target | Frequency | Owner | If not met |
|---|---|---|---|---|
| Requests answered within the set time | 100% | Monthly | Home care service lead | Escalate to medical director |
14. Records
| Record | Kept in | Retention |
|---|---|---|
| Record named in this document | Patient record or the area file | the period set by the facility’s records policy years |
15. Training
- Staff are trained in this document at induction and refreshed each year, with a recorded competency check.
16. Related documents
| ID | Title | Use |
|---|---|---|
| HC-FRM-002 | Caregiver replacement request record | Record |
17. Evidence
| Reference | Note |
|---|---|
| E-009 | Based on the WHO Global strategy and action plan on ageing and health 2016-2030, WHO Integrated care for older people (ICOPE) guidelines (2017), and WHO guidance on migrant health. |
| E-006 | ASF Policy Framework v1.2. Adapted. |
| E-009 | ASF Expert Committee consensus. |
18. Change history
| Version | Date | What changed | Approval |
|---|---|---|---|
| 1.0 | the date of approval | First version | set Expert Committee approval |
E-learning for this document
References
- Accréditation Sans Frontières (2026). ASF Policy Framework v1.2. (E-006)
- Accréditation Sans Frontières (2026). ASF Expert Committee consensus on Standard 1. (E-009)