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Registration Number: {{org_field_registration_no}}

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Visiting and Accompanying in Care Homes and Hospitals Policy

1. Purpose

This policy sets out how {{org_field_name}} upholds people’s legal rights to visiting and accompaniment when they are staying in, receiving care in, or attending appointments at care homes, hospitals or hospices. It reflects the Care Quality Commission (CQC) Fundamental Standard in the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014, including Regulation 9A (Visiting and accompanying).

The policy ensures that:

• people can receive visits from those they want to see;
• people living in a care home are not discouraged from taking visits outside the care home;
• people attending hospital or hospice appointments (that do not require an overnight stay) can be accompanied by a family member, friend or advocate where they want this, unless exceptional circumstances apply.

Where {{org_field_name}} is not the provider responsible for the setting (for example, a hospital ward or care home), we will work in partnership with that setting to promote the person’s rights under Regulation 9A and to agree practical arrangements, while recognising that the host setting retains responsibility for its own operational procedures.

2. Scope

This policy applies to all {{org_field_name}} staff, volunteers and contractors who support a person to maintain contact with family, friends and advocates, including arranging or facilitating visits and accompaniment when the person is in a care home, hospital, hospice or other health/care setting (including outpatient appointments and day procedures).

It also applies when a person we support wishes to leave a care home to take visits outside the home (for example, home visits with family), and when we support the person to understand, request, and exercise their visiting/accompaniment rights.

3. Definitions

Visitor: Any person the individual wants to see, including family, friends, partners and informal carers.
Advocate: Including Independent Advocates and, where applicable, an Independent Mental Capacity Advocate (IMCA).
Accompaniment: Support by a chosen person (family, friend, advocate or support staff) to attend an appointment, assessment, treatment, or discharge planning meeting, where the individual wants this.
Exceptional circumstances: A specific, evidence-based situation where facilitating a particular visit/accompaniment would create a significant risk to health, safety or wellbeing that cannot be managed by proportionate mitigations, and where the decision is lawful, time-limited, recorded and reviewed.

4. Principles of Visiting and Accompanying in Care Settings

{{org_field_name}} is committed to upholding the rights of the people we support by ensuring that visiting and accompaniment arrangements are person-centred, safe, and in line with best practice. The following principles guide our approach:

4.1 Right to Receive Visits and Be Accompanied

Every person we support has the right to receive visits from family members, friends, and advocates. People attending hospitals or healthcare appointments have the right to be accompanied by a family member, friend, or advocate unless there are exceptional circumstances where it is deemed unsafe. Visits should be facilitated in a way that minimises disruption to the person’s daily routine while respecting their privacy and preferences. Where a person is living in a care home, we will actively support them (where they wish) to take visits outside the care home and will not discourage this, subject only to lawful, proportionate and time-limited restrictions that are individually assessed.

4.2 Least Restrictive Measures

We work on the assumption that visits and accompaniment are possible and will put in place only necessary and proportionate precautions to ensure safety. Any restrictions on visits must be justified, lawful, proportionate, and regularly reviewed to ensure they remain necessary. Where restrictions are in place, alternative communication methods such as video calls or telephone calls will be provided.

4.3 No blanket restrictions

{{org_field_name}} will not support or apply blanket bans on visiting/accompaniment for groups of people. Any restriction must be based on the individual person’s circumstances, must consider the person’s wishes, and must explore reasonable mitigations (for example: ventilation, appointment timing, alternative spaces, PPE, hand hygiene, or shorter visits) before restricting contact.

4.4 Risk Management and Infection Control

All visits must comply with our infection prevention and control measures, ensuring that risks related to transmissible infections are minimised. Visitors showing symptoms of infectious illnesses, such as flu or COVID-19, may be asked to postpone their visit until they have recovered. PPE (Personal Protective Equipment) will be used where indicated by risk assessment and in line with current UK Health Security Agency / GOV.UK infection prevention and control guidance for adult social care settings (including acute respiratory infection guidance).

Any IPC measures that affect visiting will be the least restrictive available, clearly explained to the person and their visitors, and kept under review.

4.5 Supporting Meaningful Visits

Visits should be planned around the person’s preferences, ensuring they occur at a time and place that is comfortable and convenient for them. Visiting areas should be welcoming, clean, and conducive to a relaxed experience. Staff will support visits by facilitating transportation, providing emotional reassurance, and ensuring the person has the necessary support to engage meaningfully with their visitors.

4.6 Facilitating Hospital Visits and Accompaniment

When a person we support is admitted to hospital, they will be given clear information about their right to have visitors. We will coordinate with hospital staff to ensure that visits are arranged and that our staff or family members can accompany the person where necessary. Where a person lacks the capacity to make decisions regarding visits, a best interests decision will be made following the Mental Capacity Act 2005 framework, with input from family members, advocates, and healthcare professionals. We will ensure that necessary adjustments are made to enable accompaniment, such as arranging for interpreters, mobility aids, or specialist support where required.

4.7 Managing Exceptional Circumstances

A restriction on visiting or accompaniment may only be used where there is a specific, evidenced and significant risk to the health, safety or wellbeing of the person or others, and where that risk cannot be managed by proportionate mitigations. Restrictions must never be used for convenience, staffing shortages, or as a substitute for safe planning.
Before restricting a visit/accompaniment, staff must:

• consider and document mitigation options (for example PPE, a different location, supervision, timing, limiting numbers, shorter visits, ventilation, or alternative arrangements);
• involve the person and (where appropriate) their representative/advocate;
• ensure any Mental Capacity Act “best interests” decision is completed where the person lacks capacity for this decision;
• set a clear review date and remove the restriction as soon as it is no longer necessary.

In end-of-life situations, and where visiting is essential to the person’s wellbeing (for example distress, disability-related needs, or communication support), every effort must be made to facilitate in-person contact with appropriate mitigations.

4.8 Communication and Transparency

All decisions regarding visits and accompaniment must be communicated clearly to the person we support and their families. Any concerns regarding visiting rights must be addressed promptly, and people should be informed of the process to challenge decisions if necessary. Staff should be trained on handling visiting and accompaniment requests sensitively and professionally.

If a person, family member, friend or advocate believes visiting or accompaniment has been restricted unfairly, they can:

• speak to the staff member on duty and request the decision and rationale in writing;
• escalate to the Registered Manager (same day where possible);
• use {{org_field_name}}’s complaints process (see Complaints Policy) if unresolved;
• where the restriction relates to a hospital, request support from the hospital PALS service; where it relates to a care home, request discussion with the care home manager and the placing authority if applicable.

We will also signpost that concerns about a provider meeting legal standards can be shared with CQC (noting CQC does not usually investigate individual complaints but uses information to inform regulation and inspection).

4.9 Recording and Documentation

Staff must record visiting and accompaniment arrangements in the person’s records where this is part of planned support, including the person’s stated preferences (who, when, where, and any reasonable adjustments needed).
Where any restriction is applied (including temporary restrictions), staff must record as a minimum:

• what is being restricted (visit, accompaniment, location, duration, numbers) and for how long;
• the specific risk(s) identified and evidence relied on;
• mitigations considered and why they were insufficient;
• the person’s views and those of family/advocate (where involved);
• capacity assessment and best interests decision (where relevant);
• who authorised the restriction;
• the review date and outcome of each review;
• how the decision was communicated and what alternatives/support were offered.

5. Roles and Responsibilities

• Registered Manager:
  • Ensures that visiting policies align with CQC regulations and that all necessary arrangements are in place.
  • ensures staff are trained on Regulation 9A and how to apply least-restrictive practice;
  • audits records of any visiting/accompaniment restrictions to ensure they are lawful, proportionate, time-limited and reviewed;
  • ensures learning from feedback/complaints is actioned and monitored through governance systems.
• All Staff: Must support visits and accompaniment, ensuring that people’s rights are respected and that any concerns are addressed promptly.
• Family and Friends: Encouraged to maintain regular contact and communicate any specific needs or concerns regarding visits.
• Safeguarding Lead: Responsible for monitoring and addressing any safeguarding concerns related to visits.
• Health and Safety Lead: Ensures infection prevention and control measures are followed during visits.

6. Related Policies

This policy should be read in conjunction with:

• SL07 – Person-Centred Care Policy
• SL08 – Dignity and Respect Policy
• SL09 – Consent to Care Policy
• SL13 – Safeguarding Adults from Abuse and Improper Treatment Policy
• SL14-Receiving and Acting on Complaints Policy
• SL16 – Health and Safety at Work Policy
• SL17-Infection Prevention and Control Policy
• SL30-Equality, Diversity, and Inclusion Policy
• SL34-Confidentiality and Data Protection (GDPR)-Service User Policy
• SL39-Mental Capacity and Deprivation of Liberty Safeguards Policy
• SL42 – Communication and Engagement with Service Users and Families Policy

7. Policy Review

This policy will be reviewed annually or sooner if legislative changes, CQC requirements, or organisational needs necessitate an update. Revisions will be communicated to all staff, ensuring continued compliance and best practice in facilitating visits and accompaniment in care settings.ring continued compliance and best practice in facilitating visits and accompaniment in care settings.

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Responsible Person: {{org_field_registered_manager_first_name}} {{org_field_registered_manager_last_name}}
Reviewed on: {{last_update_date}}
Next Review Date: {{next_review_date}}
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