At Urban, we’ve been working hard behind the scenes to make sure every moment during an allowed at-home treatment or fitness session is as safe as possible. Below, you can read our full risk assessment, published in line with government guidelines.
Updated 19th January 2021
This document identifies the Covid-19-related risks that our community of self-employed therapists, beauticians (when allowed to operate) and personal trainers might encounter when delivering their professional services.
We have identified and tackled potential risks: 1. Before their appointment takes place, 2. When travelling to their appointments, 3. During the delivery of their service, 4. After their appointment. We’re making the findings and strategies outlined in this document publicly available on our website as recommended by the new government guidance to help employers, employees and the self-employed understand how to work safely during the coronavirus pandemic.
Before the appointment
- Client or someone from the household is infected with Covid-19 or is in close contact with an infected person
- Client within vulnerable population
- Client unaware of transmission risks and additional hygiene measures needed
- Client unsure if they’re eligible for an essential treatment (physiotherapy, osteopathy or remedial massage)
As per government guidelines, we are communicating with clients at multiple touch points of their booking experience to make sure they: (a) do not show any symptoms; (b) haven’t been in contact with someone showing symptoms; (c) haven’t been abroad in the last 14 days, (d) understand additional hygiene measures and that the use of PPE will be required for their treatment. This includes but isn’t limited to: pop-up message for anyone trying to book on our app; email and push notification on the day of the booking to remind them to cancel with no charge in case of exposure to the virus or showing symptoms. Contraindications for booking updated to include vulnerable populations and available on our website with adequate sign posting.
All safety recommendation and considerations for before and after bookings publicly available on our website with adequate sign posting.
We also encourage practitioners delivering essential treatments to direct message clients through the Urban app to determine suitability before an in-person visit. We have shared a list of acceptable health issues to treat with our community of pros. If a client does not qualify for a home visit, Urban will fully refund them to empower any necessary cancellations.
When travelling to appointments
With the exception of a few specific fitness classes which can be carried out by video, the work carried out by our community cannot be performed from their homes. Therefore, they have to travel to their clients’ homes to perform their services.
- Contamination risk when using public transport through touching contaminated surfaces
- Contamination risk when using public transport through equipment (massage tables) touching contaminated surfaces
- Contamination through touching doorknobs and other contaminated surfaces upon arrival and departure from client’s home
Service etiquette updated to include the following recommendations:
- Limit your use or time on public transport
- Wear protective equipment while travelling (mask + gloves)
- Use a cover table when travelling between bookings
- Facilitating acquisition of PPE by our community of therapists
- Optimised our algorithm to show closest professionals to client’s home at the top of the search list
- Professionals advised to use disposable tissues and immediately dispose of them safely if they need to touch doorknobs or other potential sources of contamination in the client’s home
During the delivery of the service
- Professional carrying out the service when they show symptoms or have been exposed to coronavirus within the last 14 days
- Contamination due to professionals’ lack of understanding of the virus, how it spread and how to prevent contamination
- Contamination due to poor ventilation of treatment space
- Contamination due to close proximity between the professional and client. This is one of the cases identified by the government where a service cannot be carried out with the 2m distance rule.
- Contamination by other household members
- Professionals with symptoms to be deactivated for seven days
- Professionals must follow a CPD-accredited COVID19 transmission prevention training provided by an independent external provider
- They are also obliged to follow an additional internal service etiquette training providing them with specific advice based on their activity
- Order mandatory PPE relevant for their specialities as detailed below and send photo proof of purchase
- Clients are advised to be alone with the therapist in the room they receive their treatment in, without the presence of other household members
- Clients are asked to wear a face covering* during all bookings except outdoor fitness and yoga (as of Wednesday 19th August)
- Clients are also encouraged to open windows and have their treatment(s) outdoors where possible
After the appointment
- Professional or client develops symptoms in the 14 days following the booking
- Clients will be contacted 14 days after their booking to confirm they haven’t developed any symptoms
- Therapists are requested to check themselves for symptoms according to NHS guidelines everyday before starting work. They are also requested to report back to us should they develop any symptoms
- Recorded booking information will allow to trace all contacts that occur in the community should any infection be reported.
*Although no clear guidelines for at-home services were provided by the government at the time, we published this precaution on Wednesday 19th August to make sure our clients and therapists are as safe as possible.