Client care policies

1. Scope and suitability

SureStep provides non-emergency mobile nursing foot care within the nurse’s legal scope and individual knowledge, skill and judgment. New clients are screened. Care may be modified, stopped or referred when needs are outside scope, the environment is unsafe, consent is unavailable or proceeding could create risk.

Active infection, an open wound, sudden severe pain, new colour or temperature change, uncontrolled bleeding or another urgent concern may require prompt medical assessment.

2. Assessment and consent

A nursing foot and health-risk assessment is completed before care. The nurse explains proposed care, expected benefits, material risks, alternatives and likely consequences of declining. Clients may ask questions, refuse care or withdraw consent at any time. When required, consent is sought from the legally authorized substitute decision-maker.

3. Infection prevention

Safe home and community nursing care requires hand hygiene, appropriate protective equipment, separation of clean and used supplies, environmental protection and safe waste handling. Single-use items must not be reused. Reusable foot care instruments that require sterilization must be cleaned and sterilized according to manufacturer instructions, with appropriate monitoring, records and safe storage. Clients may ask the nurse to explain the instrument-handling process before consenting to care.

4. Records and referrals

The nurse documents assessments, consent, care provided, client response, education, significant communication and referrals. When findings require care beyond SureStep’s service, the client or decision-maker is informed and directed to an appropriate provider.

5. Unexpected events

If an injury, bleeding, suspected infection, exposure or another unexpected event occurs, the nurse will stop and assess care, take appropriate immediate action, explain what occurred, recommend escalation when required and document the event and follow-up. Call 911 for an emergency.

6. Fixed fees and payment

A standard individual home visit is $65 per person in Welland, Port Colborne, Fonthill and Pelham. The fixed rate is $75 per person in every other municipality within the Niagara Region. The applicable rate is confirmed before booking. Group and residence pricing is quoted separately. These privately arranged visits are paid by the client and are not billed to OHIP. A health card is not required.

7. Cancellations and home safety

Please provide at least 24 hours’ notice when cancelling or rescheduling. Any cancellation fee will apply only after disclosure before booking. Clients must provide safe access, adequate lighting, a stable chair and a reasonably clean care surface. Smoking should stop during the visit, and pets should be secured.

8. Privacy and complaints

Personal health information is handled under SureStep’s Privacy Policy. Questions or concerns should first be raised at 289 501 9908. Complaints are documented, reviewed and answered without retaliation.