Policies & Important Information

Terms, Bookings & Cancellations

Happy Heels Mobile Foot Health Care provides mobile foot health appointments in clients’ homes across Southampton and surrounding areas.

Additional treatment costs

Some treatments may require additional clinical products, dressings or appointment time. Any additional charge will be explained and agreed before the product is used or supplied.

extended treatment time.

specialist padding or dressings;
verruca preparations;
antifungal products;
products supplied for continued use at home;

Appointments can be requested by telephone, email or through the website contact form. An appointment is only confirmed once Happy Heels has agreed the date and time with the client. A £10 booking fee is required to secure an appointment. This amount will be deducted from the final treatment cost. Clients should provide accurate contact details and disclose relevant medical conditions, medication, allergies, diabetes, circulation problems, infections or changes in their health before treatment.Clients should also inform Happy Heels if they are taking blood-thinning medication or have any known allergies to dressings, adhesives or treatment products.

Booking an appointment

the treatment required is outside the practitioner’s training, competence or professional scope
the client requires assessment from a GP or NHS podiatry;
there are signs of infection requiring referral;
the client does not consent to treatment;
the environment or behaviour creates a safety concern.

Right to refuse or stop treatment

Cancellations and rescheduling

Please provide at least 24 hours’ notice when cancelling or rearranging an appointment. When at least 24 hours’ notice is given, the booking fee can be transferred to one replacement appointment. Cancellations made with less than 24 hours’ notice, or missed appointments, may result in the booking fee being retained to help cover the appointment time and travel reserved.

Arrival and access

the correct address and parking information have been provided;
the practitioner can enter the property safely;
there is a suitable, well-lit area for treatment;
pets are kept safely away from the treatment area where necessary;
smoking does not take place during the appointment;
any mobility or access requirements are discussed beforehand.

Cancelling by Happy Heels

Occasionally, an appointment may need to be rearranged because of illness, an emergency, unsafe travel conditions or circumstances outside the practitioner’s control. Where Happy Heels cancels an appointment, the client may choose to transfer the booking fee to a new appointment or receive a full refund.

Happy Heels Mobile Foot Health Care
Jennifer Murphy, Sole Trader
Telephone: 07710 083355
Email: happyheelsfoothealth@gmail.com
Website: www.happyheelsfoothealth.co.uk

Contact details

Treatment prices and payment

The expected treatment price will be explained before or during the appointment once the client’s needs have been assessed. Payment is due at the end of the appointment, less any booking fee already paid.

Policy reviewed: July 2026

Next review: July 2027

Consent and Clinical Care

Happy Heels Mobile Foot Health Care is committed to providing safe, respectful and person-centred foot care.

Assessment and Medical Information

Before treatment begins, clients will be asked about their health, medication, allergies, previous foot problems and any relevant medical conditions. It is important that the information provided is complete and accurate, as certain medical conditions and medicines may affect which treatments can be carried out safely. Clients should inform Happy Heels of any changes to their health, medication or circumstances before each appointment.

Consent to Treatment

The proposed treatment will be explained before it begins, including what the treatment involves and any relevant risks, benefits or alternative options. Clients will have the opportunity to ask questions before agreeing to treatment. Consent must be given voluntarily and may be withdrawn at any time. Clients may ask for the treatment to pause or stop, even after it has begun. Where appropriate, consent will be recorded within the client’s treatment records.

Mental Capacity and Support

Adults will be presumed to have the capacity to make their own treatment decisions unless there is a clear reason to believe otherwise. Information will be explained in a way that supports the client’s understanding and ability to make their own decision.

Clients may have a relative, carer, advocate or other trusted person present during the appointment. However, wherever possible, the client’s own wishes and consent will be established and respected.

Where there are concerns about a person’s ability to consent, treatment may be postponed until appropriate advice, support or lawful authority has been confirmed.

Safe and Appropriate Treatment

Treatments will only be provided when they are considered safe, appropriate and within the practitioner’s training, competence and insurance cover. Happy Heels reserves the right to adapt, postpone or decline treatment where:

Treatment could place the client or practitioner at risk.
The client is medically unwell.
There are signs of infection, poor circulation, an open wound or another condition requiring further assessment.
The treatment requested is outside the practitioner’s professional competence.
The home environment does not allow treatment to be carried out safely.
Valid consent cannot be obtained.

The reason for postponing or declining treatment will be explained sensitively wherever possible.

Referrals and Medical Advice

Happy Heels provides foot health care but does not replace medical assessment, diagnosis or emergency treatment. Where a concern is identified, the client may be advised to contact their GP, pharmacist, podiatrist, diabetic foot service or another appropriate healthcare professional. Where urgent symptoms are identified, the client may be advised to contact NHS 111, their GP urgently or the emergency services. Happy Heels cannot guarantee the availability, timescale or outcome of treatment provided by another service.

Treatment Records

Medical and medication information.
Assessment findings.
Treatments provided.
Products or dressings used.
Advice given.
Consent and treatment decisions.
Referrals or recommendations.
Relevant incidents or concerns.

Photographs

Clinical photographs will only be taken where there is a clear reason, such as monitoring progress or supporting treatment records. The purpose of the photograph will be explained and the client’s consent will be obtained. Photographs will not be used for advertising, social media, training or promotional purposes without separate and specific permission.

Client Responsibilities

Provide accurate and up-to-date health information.
Follow any aftercare advice provided.
Contact an appropriate healthcare professional when advised to do so.
Report unexpected pain, bleeding, swelling, redness, discharge or deterioration.
Ask questions whenever they are uncertain about their treatment or aftercare.

Policy reviewed: July 2026

Next review: July 2027

Infection Prevention and Clinical Safety

Our commitment

Happy Heels Mobile Foot Health Care is committed to maintaining high standards of infection prevention and clinical safety during every appointment.

Appropriate precautions are taken to reduce the risk of infection being passed between clients, the practitioner, equipment and the surrounding environment.

Standard precautions include effective hand hygiene, appropriate use of personal protective equipment, safe handling of instruments and correct disposal of waste and sharps.

Hand hygiene

Hands will be cleaned before and after each client appointment, after removing gloves and whenever contamination may have occurred.

Soap and water will be used when hands are visibly dirty. Alcohol-based hand sanitiser may be used when appropriate.

Gloves do not replace the need for effective hand hygiene

Cleaning of equipment and work surfaces

Reusable equipment and treatment surfaces will be cleaned between clients using products appropriate for the item and the level of contamination.

The practitioner’s work area will be kept as clean and organised as possible throughout the appointment.

Portable equipment, including the footrest, stool, treatment tray and any frequently touched items, will be cleaned regularly and whenever contamination may have occurred.

Clinical waste

Clinical waste will be separated from ordinary household waste and handled in accordance with the type of waste produced.

Contaminated dressings, disposable protective equipment and other clinical waste will be placed into suitable waste bags or containers.

Waste will be stored securely and removed through an appropriate authorised waste arrangement.

Personal protective equipment

Appropriate personal protective equipment will be used according to the treatment being provided and the level of risk involved.

This may include disposable gloves, aprons, face masks and eye protection.

Gloves will be changed between clients and will be replaced immediately if they become damaged or contaminated.

Disposable personal protective equipment will not be reused.

Reusable instruments

Reusable instruments will be cleaned, disinfected and sterilised using appropriate procedures before being used again.

Instruments will be inspected for damage, cleanliness and suitability before use.

Sterilised instruments will be stored in clean, sealed packaging until they are required.

Any instrument that cannot be cleaned or sterilised safely will not be reused.

Managing infection risks

Treatment may be postponed or adapted where there is a risk of infection, where the client is unwell, or where the treatment environment is not safe or suitable.

Clients should inform Happy Heels before the appointment if they have a contagious illness, sickness or diarrhoea, a new skin infection, an unexplained rash or any other condition that could place themselves or others at risk.

Where signs of infection are identified, the client may be advised to contact their GP, pharmacist, podiatrist or another appropriate healthcare professional.

Accidents and incidents

Any accident, injury, exposure to blood or body fluids, equipment failure or infection-control concern will be dealt with promptly.

The incident will be recorded, appropriate first aid or advice will be provided, and any necessary action will be taken to reduce the risk of it happening again.

Policy review

Happy Heels Mobile Foot Health Care reviews its infection-prevention procedures regularly and updates them when guidance, equipment or working practices change.

Policy reviewed: July 2026
Next review: July 2027

Single-use items

Items labelled as single use will only be used for one client and will be disposed of safely after use.

Single-use blades, dressings, applicators and other disposable clinical items will never be cleaned or reused.

Sharps safety

Blades and other sharp items will be handled carefully to reduce the risk of injury.

Used sharps will be placed immediately into an approved sharps container.

Sharps containers will be kept secure, will not be overfilled and will be collected or disposed of through an authorised waste service.

Any sharps injury will be dealt with promptly and recorded.

Health, Safety and Mobile Working

Our commitment

Happy Heels Mobile Foot Health Care is committed to protecting the health, safety and wellbeing of clients, the practitioner and anyone else present during an appointment.

As a mobile service, each treatment takes place within the client’s home or another agreed location. Reasonable steps will be taken to assess risks and ensure that treatment can be carried out safely.

Safe treatment environment

Clients are asked to provide a clean, well-lit and reasonably spacious area for treatment.

The treatment area should be free from avoidable hazards such as loose rugs, trailing cables, excessive clutter, smoke, aggressive animals or unsafe furniture.

Children and pets should be supervised and kept away from treatment equipment wherever possible.

Treatment may be adapted, postponed or declined if the environment is considered unsafe for the client or practitioner.

Equipment safety

All equipment will be checked regularly to make sure it is clean, safe and suitable for use.

Electrical equipment will be used according to the manufacturer’s instructions and will be inspected for signs of damage before use.

Damaged, faulty or unsafe equipment will not be used.

Cables and equipment will be positioned carefully to reduce the risk of trips, falls or injury.

Accidents and emergencies

Any accident, injury, near miss or safety concern that occurs during an appointment will be managed promptly and recorded.

Appropriate first aid will be provided where necessary.

In a medical emergency, the practitioner may contact the emergency services and provide relevant information to help protect the client’s safety.

Travelling and weather conditions

Appointments may need to be delayed, rearranged or cancelled where travel conditions are unsafe because of severe weather, flooding, road closures or other unexpected circumstances.

Happy Heels will contact the client as soon as reasonably possible if an appointment cannot go ahead safely.

Policy review

Happy Heels Mobile Foot Health Care reviews its health, safety and mobile-working procedures regularly.

Policy reviewed: July 2026
Next review: July 2027

Lone working and personal safety

As a mobile practitioner, Happy Heels takes reasonable steps to protect personal safety while travelling to and working within clients’ homes.

Appointment details, expected visit times and client addresses will be recorded securely. Appropriate check-in arrangements may be used where necessary.

The practitioner may leave or end an appointment if there is threatening behaviour, harassment, intoxication, aggression, unsafe conduct or any other concern that makes it unreasonable to continue.

Moving and handling

Equipment will be transported and handled carefully to reduce the risk of injury.

The practitioner will avoid lifting or moving clients unless it is safe, necessary and within their competence to do so.

Clients should use their usual mobility aids and request support from a relative, carer or appropriate professional where assistance with transfers or positioning is required.

Treatment may be adapted if the client cannot be positioned safely.

Safeguarding, Dignity and Equality

Our commitment

Happy Heels Mobile Foot Health Care is committed to protecting clients from abuse, neglect, discrimination and avoidable harm.

Every client will be treated with dignity, kindness, respect and compassion, regardless of their age, disability, health condition, race, religion or belief, sex, sexual orientation, gender reassignment, marriage or civil partnership, pregnancy or maternity.

Any safeguarding concern will be taken seriously and acted upon appropriately. Adult safeguarding should promote the person’s wellbeing, wishes and involvement wherever possible.

Recognising safeguarding concerns

Safeguarding concerns may include:

Physical, sexual, psychological or emotional abuse.
Financial or material abuse.
Neglect or acts of omission.
Domestic abuse.
Discriminatory abuse.
Organisational abuse.
Modern slavery or exploitation.
Self-neglect.
Unexplained injuries, fear, distress or changes in behaviour.
Unsafe living conditions or a lack of essential care.

A concern may arise from something the practitioner sees, hears, is told or notices during an appointment.

Dignity and respect

Clients will always be treated with dignity, privacy and respect.

The practitioner will:

Explain all treatments before they begin.
Obtain informed consent before providing care.
Respect the client's right to make decisions where they have capacity.
Protect privacy during treatment.
Respect cultural, religious and personal preferences wherever reasonably possible.

Equality and diversity

Happy Heels Mobile Foot Health Care provides services fairly and without discrimination.

No client will receive less favourable treatment because of:

Age
Disability
Race or ethnicity
Religion or belief
Sex
Sexual orientation
Gender reassignment
Pregnancy or maternity
Marriage or civil partnership

Reasonable adjustments will be made wherever possible to enable clients to access treatment safely and comfortably.

Policy review

Happy Heels Mobile Foot Health Care reviews this safeguarding, dignity and equality policy regularly to ensure it reflects current legislation, professional guidance and best practice.

Policy reviewed: July 2026

Next review: July 2027

Responding to concerns

Where there is an immediate risk of serious harm, the practitioner will contact the emergency services without delay.

Where a safeguarding concern is identified but there is no immediate danger, advice will be sought from the appropriate local authority safeguarding team, the client's GP or another relevant healthcare professional where appropriate and in line with confidentiality requirements.

Information will only be shared where there is a legal, professional or safeguarding duty to do so.

Confidentiality and Data Protection

Our commitment

Happy Heels Mobile Foot Health Care is committed to protecting clients' personal information and handling all personal data fairly, lawfully and securely.

Personal information is collected only where it is necessary to provide safe and effective foot health care, comply with legal obligations and maintain accurate treatment records.

All personal data will be managed in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

Confidentiality

All information shared by clients will be treated as confidential.

Information will only be shared with another healthcare professional, organisation or authority where:

The client has given their consent.
There is a legal requirement to do so.
There is a safeguarding concern.
It is necessary to protect the client or another person from serious harm.

Where information is shared, only the minimum necessary information will be disclosed.

Client records

Happy Heels maintains accurate and secure records for every client.

Records may include:

Personal contact details.
Medical history.
Medication information.
Treatment provided.
Clinical observations.
Consent.
Clinical photographs (where consent has been given).
Aftercare advice.
Referrals or recommendations.

Records are stored securely and are only accessible to authorised persons.

How information is used

Personal information may be used to:

Arrange and manage appointments.
Assess whether treatment is safe and suitable.
Record treatment and monitor progress.
Provide aftercare advice.
Contact a client about their care.
Make an appropriate referral where necessary.
Meet insurance, legal, tax or regulatory requirements.
Respond to a complaint, concern or incident.

Personal information will not be sold or used for unrelated marketing without permission.

Keeping information secure

Reasonable steps are taken to protect personal information from loss, unauthorised access, alteration or disclosure.

Paper records, electronic records, photographs and messages will be stored securely. Devices used for business purposes will be protected with appropriate passwords or security measures.

Personal information will only be kept for as long as it is reasonably required for clinical, legal, insurance and business purposes. It will then be securely deleted or destroyed.

Your data protection rights

Depending on the circumstances, clients may have the right to:

Ask for a copy of their personal information.
Request correction of inaccurate information.
Ask how their information is being used.
Object to certain uses of their information.
Request deletion or restriction of information where legally permitted.
Withdraw consent where consent is the basis for processing.

Some information may need to be retained where there is a legal, insurance or clinical reason to do so.

Concerns about personal information

Any questions or concerns about privacy or personal information should first be raised with Happy Heels Mobile Foot Health Care.

Clients also have the right to raise a concern with the Information Commissioner’s Office.

Policy review

Policy reviewed: July 2026
Next review: July 2027

Complaints, Feedback and Quality

Our commitment

Happy Heels Mobile Foot Health Care is committed to providing a professional, safe and high-quality service. If a client is unhappy with any aspect of the care they receive, every effort will be made to resolve the matter promptly, fairly and respectfully.

Feedback is welcomed and is valued as an opportunity to improve services.

Making a complaint

If possible, concerns should be raised as soon as they arise so they can be addressed quickly.

Complaints may be made verbally or in writing.

When a complaint is received:

It will be acknowledged as soon as reasonably possible.
The concern will be investigated fairly.
The client will be kept informed where appropriate.
A clear response will be provided.

Every complaint will be treated confidentially and without discrimination.

Resolving concerns

Many concerns can be resolved through open discussion.

Where appropriate, an explanation, apology or agreed solution will be offered.

If additional information is required, the client may be contacted before a final response is provided.

Continuous improvement

Happy Heels Mobile Foot Health Care is committed to continually improving the quality of care provided.

Client feedback is regularly reviewed to help improve services, communication and the overall client experience.

Policies and procedures are reviewed regularly to ensure they remain up to date with current legislation, professional guidance and best practice.

Professional standards

Happy Heels Mobile Foot Health Care aims to provide treatment that is:

Safe and evidence-based.
Respectful and person-centred.
Confidential and professional.
Delivered with honesty, integrity and compassion.
Compliant with current infection prevention and health and safety standards.

Where appropriate, clients may be referred to another healthcare professional if this is in their best interests.

If you remain dissatisfied

If a complaint cannot be resolved directly, clients may seek independent advice or contact the appropriate regulatory body, insurer or consumer advice service where applicable.

Policies & Important Information

Terms, Bookings & Cancellations

Additional treatment costs

Booking an appointment

Right to refuse or stop treatment

Cancellations and rescheduling

Arrival and access

Cancelling by Happy Heels

Contact details

Treatment prices and payment

Consent and Clinical Care

Assessment and Medical Information

Consent to Treatment

Mental Capacity and Support

Safe and Appropriate Treatment

Referrals and Medical Advice

Treatment Records

Photographs

Client Responsibilities

Infection Prevention and Clinical Safety

Our commitment

Happy Heels Mobile Foot Health Care is committed to maintaining high standards of infection prevention and clinical safety during every appointment.

Appropriate precautions are taken to reduce the risk of infection being passed between clients, the practitioner, equipment and the surrounding environment.

Standard precautions include effective hand hygiene, appropriate use of personal protective equipment, safe handling of instruments and correct disposal of waste and sharps.

Hand hygiene

Hands will be cleaned before and after each client appointment, after removing gloves and whenever contamination may have occurred.

Soap and water will be used when hands are visibly dirty. Alcohol-based hand sanitiser may be used when appropriate.

Gloves do not replace the need for effective hand hygiene

Cleaning of equipment and work surfaces

Reusable equipment and treatment surfaces will be cleaned between clients using products appropriate for the item and the level of contamination.

The practitioner’s work area will be kept as clean and organised as possible throughout the appointment.

Portable equipment, including the footrest, stool, treatment tray and any frequently touched items, will be cleaned regularly and whenever contamination may have occurred.

Clinical waste

Clinical waste will be separated from ordinary household waste and handled in accordance with the type of waste produced.

Contaminated dressings, disposable protective equipment and other clinical waste will be placed into suitable waste bags or containers.

Waste will be stored securely and removed through an appropriate authorised waste arrangement.

Personal protective equipment

Reusable instruments

Managing infection risks

Treatment may be postponed or adapted where there is a risk of infection, where the client is unwell, or where the treatment environment is not safe or suitable.

Clients should inform Happy Heels before the appointment if they have a contagious illness, sickness or diarrhoea, a new skin infection, an unexplained rash or any other condition that could place themselves or others at risk.

Where signs of infection are identified, the client may be advised to contact their GP, pharmacist, podiatrist or another appropriate healthcare professional.

Accidents and incidents

Any accident, injury, exposure to blood or body fluids, equipment failure or infection-control concern will be dealt with promptly.

The incident will be recorded, appropriate first aid or advice will be provided, and any necessary action will be taken to reduce the risk of it happening again.

Policy review

Happy Heels Mobile Foot Health Care reviews its infection-prevention procedures regularly and updates them when guidance, equipment or working practices change.

Policy reviewed: July 2026 Next review: July 2027

Single-use items

Items labelled as single use will only be used for one client and will be disposed of safely after use.

Single-use blades, dressings, applicators and other disposable clinical items will never be cleaned or reused.

Sharps safety

Blades and other sharp items will be handled carefully to reduce the risk of injury.

Used sharps will be placed immediately into an approved sharps container.

Sharps containers will be kept secure, will not be overfilled and will be collected or disposed of through an authorised waste service.

Any sharps injury will be dealt with promptly and recorded.

Health, Safety and Mobile Working

Our commitment

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Safe treatment environment

​

Equipment safety

All equipment will be checked regularly to make sure it is clean, safe and suitable for use.

Electrical equipment will be used according to the manufacturer’s instructions and will be inspected for signs of damage before use.

Damaged, faulty or unsafe equipment will not be used.

Cables and equipment will be positioned carefully to reduce the risk of trips, falls or injury.

Accidents and emergencies

Any accident, injury, near miss or safety concern that occurs during an appointment will be managed promptly and recorded.

Appropriate first aid will be provided where necessary.

In a medical emergency, the practitioner may contact the emergency services and provide relevant information to help protect the client’s safety.

Travelling and weather conditions

Appointments may need to be delayed, rearranged or cancelled where travel conditions are unsafe because of severe weather, flooding, road closures or other unexpected circumstances.

Happy Heels will contact the client as soon as reasonably possible if an appointment cannot go ahead safely.

Policy review

Happy Heels Mobile Foot Health Care reviews its health, safety and mobile-working procedures regularly.

Policy reviewed: July 2026 Next review: July 2027

Lone working and personal safety

As a mobile practitioner, Happy Heels takes reasonable steps to protect personal safety while travelling to and working within clients’ homes.

Appointment details, expected visit times and client addresses will be recorded securely. Appropriate check-in arrangements may be used where necessary.

The practitioner may leave or end an appointment if there is threatening behaviour, harassment, intoxication, aggression, unsafe conduct or any other concern that makes it unreasonable to continue.

Policy reviewed: July 2026
Next review: July 2027

Policy reviewed: July 2026
Next review: July 2027