Trust & safety
Safety rules at every step of a booking
Nurse at Home introduces families to nurses. It is not in the room during a visit, so its safety rules are built into every step of a booking. Nurse at Home’s servers enforce them, so an out-of-date or altered app cannot skip them.
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Checks on nurses and families
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At the door and during the visit
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Not for emergencies
- Nurses checked on the PNMC register
- An emergency check before every request
- The address shared only when the nurse sets off
What our checks mean
Different checks answer different questions. Open a topic to see its scope, limits and source.
Bookings are not open yet. Marketplace and operational clinical readiness remain pending. These process explanations are not individual verification certificates.
Identity checkWhat this check meansHide explanation
What it covers Identity evidence is reviewed by a person. The current app flow captures CNIC evidence and a face-check video. It links an account to identity evidence.
What to keep in mind Identity review does not confirm nursing registration, procedure training or suitability for a particular patient.
PNMC register checkWhat this check meansHide explanation
What it covers The app process compares the official register entry with the nurse’s registration number, name, category and licence expiry. New visits require a current licence and a register check less than 30 days old.
What to keep in mind A matching register entry alone does not establish recent experience with a procedure or suitability for a particular patient. Missing validity information needs clarification.
Proof of training for proceduresWhat this check meansHide explanation
What it covers For procedures that require it, the app process reviews a training or competency record for the exact procedure before that service can be offered.
What to keep in mind A training record is separate from identity and registration. Discuss relevant experience and the treating team’s care plan as well.
Content and language reviewWhat this check meansHide explanation
What it covers The website team checks information against the maintained catalogue and published sources. The publisher confirms that clinical and language review was completed on 22 October 2026; reviewer details are kept private.
What to keep in mind A team byline, source link or translated page does not establish clinical approval. Editorial changes do not count as a completed clinical review.
Check dates and current statusWhat this check meansHide explanation
What it covers This page explains the app’s checks. It does not publish individual nurse verification records or a roster of currently available nurses. Bookings are not open yet.
What to keep in mind A page update date records an editorial change. It is not a nurse’s register-check date, a licence expiry date or a clinical-review date.
Your choices, dignity and information
Bookings are not open yet. These rights explain the standards families should expect when care becomes available; clinical and regulatory readiness remains pending.
- Respect and fair treatment: care should respect your dignity, beliefs, privacy and communication needs, without discrimination, harassment or retaliation.
- Know who provides care: check the nurse’s name, photo and PNMC registration. Ask what the nurse is qualified to do, what the visit includes and who to contact about a concern.
- Understand and take part: ask about the proposed care, expected benefits, material risks, alternatives and the effects of declining it. Say if you need another language, an accessible explanation or support from someone you trust; do not agree until you understand.
- Choose and consent: you or an authorised representative can ask questions, refuse or stop care and withdraw consent. A booking or completion code does not waive your rights or prove satisfaction with care.
- Know the cost: review the service, visit length, agreed price and supplies before confirming. Extra supplies need your approval; ask for the final bill and keep payment evidence.
- Privacy and records: review the visit record and request access to your personal information or a correction through the app’s privacy requests. A correction request does not erase the original signed clinical record. See the privacy policy.
- Raise a concern: report care, conduct, billing, privacy or safety concerns without retaliation. You may seek an external remedy; an internal complaint or a refund decision does not remove that right.
If you cannot use the app or need help explaining a concern, use our complaint contact options. Communication support and response arrangements must be confirmed before a visit; a particular interpreter or adjustment is not guaranteed by this website.
Nurse at Home is not an emergency service
It is not an ambulance, a dispatcher or a hospital, and it does not monitor visits. In an emergency, call Rescue 1122 or go to the nearest hospital emergency department. If someone is in danger, call Police 15.
The SOS menu in the app opens your phone to call Rescue 1122, Police 15 or your own saved emergency contact. It does not alert Nurse at Home.
Checks on nurses and families
Families only see a nurse whose identity and PNMC registration have been approved, who has a profile photo, a service area and an active availability pass, and who works in a province that is open for bookings.
PNMC registration
Each nurse’s registration is looked up on the official PNMC register, and the registration number, name, category and licence expiry are compared before approval. Only Registered Nurses can offer services. A nurse cannot take new visits unless the register was checked in the last 30 days, and an expired licence pauses the nurse’s services. How to check a nurse’s PNMC registration yourself.
Training for procedures
For 14 procedures, including injections, IV cannula care and catheters, a nurse must show a training or competency record for that exact procedure. The service stays hidden until the record is approved.
Identity checks on both sides
Nurses, and families before they can send a request, enter their CNIC number, photograph both sides of the card and record a short face-check video. A person reviews every submission, and one CNIC can hold only one account.
The address stays private until the nurse sets off
Nurses deciding on a request see an approximate distance and what the household has declared, never the address. The exact address and access notes are released to the chosen nurse only when they set off, at most two hours before the visit.
Before the visit
An emergency check on every request
Before every request, the family reads a list of emergency and urgent warning signs and says whether any is happening now. A request with an emergency sign cannot go ahead, and the family is directed to Rescue 1122 or the nearest hospital instead. Urgent signs are shown to nurses before they accept, so they can decide whether a home visit is right.
No ordered care without an order
Seventeen services, such as injections and wound dressings, need a prescription or doctor’s order. Care cannot start until a current order that covers the booked care has been added and approved. Nurses do not diagnose or prescribe.
Informed consent
Each service explains its benefits, material risks, alternatives and the risks of not having it, in English or Urdu. The app records who gave consent, such as the patient, a parent or guardian, or an authorised representative, and consent can be withdrawn at any time.
A safety agreement on both sides
The household agrees to disclose hazards, secure pets and weapons, provide safe access and have a responsible adult present when required. The nurse agrees to stay within their scope, follow infection control and complete a signed care record.
Bookings will open where verified nurses are available and Nurse at Home’s operational and care safeguards are ready, including clinical governance, infection control, clinical waste, medicine management and the limits of the service.
At the door and during the visit
- The family checks the nurse against their profile photo and name before giving a one-time arrival code, and can keep the door closed and report it if they do not match.
- The nurse can confirm arrival only at the patient’s saved address, within 200 metres allowing for GPS accuracy, and faked phone locations are rejected.
- Care cannot start until arrival is confirmed. Impossible readings are rejected, unusual ones are flagged, and the record cannot be signed while a required finding is missing.
- Clinical waste is recorded at every visit, sharps must go in a puncture-resistant container, and the family can confirm or flag how waste was handled.
- The family reviews the signed record with the nurse and gives a completion code, and the visit cannot close without it.
- The nurse can end a visit early if the home feels unsafe, and the patient or family can withdraw consent to stop care.
Ratings, complaints and blocking
Ratings both ways
The family and the nurse rate each other. A review stays hidden until both sides have reviewed, or 14 days have passed, so neither side can wait and retaliate.
Complaints
Complaints can be raised from the app with a description and supporting evidence. Each one is tracked against a response deadline, and safety complaints are handled first. Read the complaint procedure and external escalation options.
Blocking
A family can block a nurse and a nurse can block a family. Blocking stops them being matched or booked together again.
Report a problem and follow the outcome
This is not an emergency channel. For immediate medical help call Rescue 1122 or go to the nearest hospital emergency department; for immediate danger call Police 15. A complaint does not summon help or alert an emergency service.
- Tell us what happened: when the app is available, open Help and complaints, choose the relevant category and describe the concern and the outcome you seek. Add the booking reference when relevant and supporting evidence through the app. You can complain after a visit is completed.
- Keep the reference and check updates: the app shows your complaint, its response due time and status, and the recorded resolution when available. Staff can request information or investigate and escalate the concern. The response target is not a guarantee of a final decision by that time.
- Ask for further review: if the outcome does not address your concern, contact the team with the complaint reference and explain what remains unresolved. If you cannot use the app, contact us for help. Do not send medical records or identity documents in an initial email.
Complaints about healthcare in Islamabad Capital Territory
IHRA regulation 45(2) allows a direct complaint to IHRA if the provider has not duly redressed it within 14 days or you are dissatisfied with the sincerity of the response. The 60-day filing period runs from knowledge of the cause of action. Do not wait for our process if that could affect your deadline.
Check IHRA’s complaint instructions and forms for its current submission and affidavit requirements. The wording above follows the published regulations, regulation 45(2). IHRA determines whether a complaint falls within its jurisdiction; this information does not mean Nurse at Home is IHRA licensed.
Privacy and data protection
Health information is sensitive. These protections are part of how the app and its servers are built.
Encrypted sensitive fields
CNIC numbers, addresses and access notes, patient names, care notes, messages and emergency contact numbers are encrypted in the database with AES-256-GCM.
Live location only on the way
Live trip sharing is opt-in, runs only while the chosen nurse is travelling to the patient, and is visible only to that family and that nurse. Only the latest position is kept, in short-lived memory rather than the database, and it is deleted when the nurse arrives.
Private documents, recorded access
Identity documents, prescriptions and receipts are kept in private storage, never on public links. Staff access is limited by role, and reviews of evidence and records are written to a tamper-evident audit log.
Your data rights
From the app you can ask for a copy of your data, a correction or deletion, and each request has a 30-day response deadline. Health details, CNIC numbers and precise locations are kept out of notification text.
Hear when bookings open
Nurse at Home is preparing to launch. Ask us to tell you when it opens in your city, or read the launch status.