DC131-Missing Service User Response and Safeguarding Policy

Registration Number: {{org_field_registration_no}}

Missing Service User Response and Safeguarding Policy

1. Purpose

The purpose of this policy is to establish a clear, structured, and effective approach to responding to incidents where a service user goes missing. {{org_field_name}} is committed to safeguarding all service users, particularly vulnerable individuals who may be at risk due to cognitive impairments, mental health conditions, physical disabilities, or other factors. This policy ensures compliance with legal and regulatory standards, outlines preventive measures, and provides a step-by-step response plan for locating and safeguarding missing service users efficiently.

2. Scope

This policy applies to all employees, care workers, management, and any third parties involved in the provision of care and support to our service users. It covers:

Preventative measures to minimise the risk of service users going missing.
Risk assessment and early identification of at-risk individuals.
Immediate response procedures when a service user is reported missing.
Multi-agency collaboration and legal considerations.
Safeguarding and post-incident support for service users and families.
Documentation, monitoring, and continuous improvement of policies and procedures.

3. Legal and Regulatory Framework

This policy aligns with the following legislation and regulatory requirements:

Care Act 2014 – Establishes statutory responsibilities for adult safeguarding, including duties relating to adults with care and support needs who are experiencing, or are at risk of, abuse or neglect and are unable to protect themselves because of those needs.
Mental Capacity Act 2005 – Provides the legal framework for supporting and making decisions on behalf of people who may lack capacity to make particular decisions for themselves. Any action or decision taken on behalf of a person who lacks capacity must be made in accordance with the principles of the Act.
Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 – Includes requirements relating to safe care and treatment, safeguarding service users from abuse and improper treatment, good governance and appropriate staffing.
Care Quality Commission (Registration) Regulations 2009 – Requires registered providers to notify CQC of specified incidents and events, including incidents reported to or investigated by the police and allegations of abuse where the relevant statutory criteria are met.
Children Act 1989 and Children Act 2004 – Apply where the organisation provides services to children or young people and establish relevant safeguarding and welfare responsibilities.
UK General Data Protection Regulation (UK GDPR) and Data Protection Act 2018, as amended by the Data (Use and Access) Act 2025 – Govern the lawful, proportionate and secure processing and sharing of personal information, including information shared for safeguarding and emergency purposes.
Equality Act 2010 – Requires the organisation to avoid unlawful discrimination and appropriately consider the needs of people with protected characteristics when assessing risk and responding to missing person incidents.

{{org_field_name}} will also have regard to current statutory safeguarding guidance, local safeguarding procedures, police protocols and relevant national guidance concerning adults who go missing from health and care settings.

4. Risk Assessment and Preventative Measures

Prevention is a key aspect of safeguarding service users. {{org_field_name}} implements proactive strategies to reduce the likelihood of service users going missing:

Risk Identification: A comprehensive risk assessment is conducted for all new service users, identifying those at higher risk of going missing due to conditions such as dementia, autism, or mental health disorders.
Care Planning: Personalised care plans incorporate strategies to mitigate risk, such as routine check-ins, environmental modifications, and GPS tracking where appropriate.
Family and Multi-Agency Involvement: We work closely with families, healthcare professionals, and safeguarding teams to develop proactive strategies tailored to individual needs.
Staff Training: Care workers receive ongoing training on recognising warning signs, de-escalation techniques, and proper incident response.
Emergency Contacts: Service user records include up-to-date emergency contact details and information about known locations of importance (e.g., frequent places the individual visits).

5. Immediate Response Procedure When a Service User Goes Missing

If a service user is identified as missing, staff must act immediately to ensure their safety. The response is divided into three key phases: Initial Action, Search and Reporting, and Multi-Agency Response.

Step 1: Initial Action

Conduct a thorough check of the service user’s home and nearby surroundings to confirm that they are missing.
Contact family members, neighbours, or relevant parties to verify whether the individual is with them.
Review the service user’s care plan and risk assessment to determine past behaviours, potential locations, or any relevant medical conditions.

Step 2: Search and Reporting

If the service user is not found within 10-15 minutes, the care worker must immediately notify their line manager:

Call the office: {{org_field_phone_no}}

Out of hours phone number: {{org_field_out_of_hours}}

A search strategy is implemented, prioritising locations the individual frequently visits.
If the service user remains missing, contact emergency services (999 or 112), providing:
- Service user’s full name, age, and physical description.
- Medical conditions or vulnerabilities.
- Last known location and time seen.
- Details of any known risks (e.g., history of self-harm, weather conditions, access to transport).

Step 3: Multi-Agency Response

Collaboration with Police: Staff cooperate fully with law enforcement, providing documentation and relevant care records.
Safeguarding Teams: If the service user is a vulnerable adult, a safeguarding alert is raised with the local authority.
Healthcare Professionals: If the service user requires urgent medical attention, paramedics are notified.
Ongoing Updates: Family members and relevant agencies are kept informed throughout the search process.

6. When the Service User is Found

Once the missing service user is located, immediate actions are taken to ensure their safety and well-being:

Conduct a welfare assessment to determine whether medical attention is required.
If the individual appears distressed or disoriented, provide reassurance and emotional support.
Notify all involved parties, including emergency services, family, and safeguarding teams.
Identify the cause of the incident and update the service user’s risk assessment and care plan accordingly.

7. Post-Incident Review and Safeguarding Considerations

Following a missing person incident, a structured review is conducted:

Incident Documentation: A formal incident report is completed, detailing:
- The circumstances surrounding the missing event.
- Actions taken and agencies involved.
- Any identified safeguarding concerns.
Lessons Learned Review: Management analyses the incident to identify areas for improvement in safeguarding strategies and response procedures.
Support for the Service User and Family: Additional safeguards are introduced where necessary, including increased supervision, technological tracking support, or psychological support services.
Staff Debriefing: Staff involved in the incident receive guidance and support to reinforce best practices and reduce stress or emotional impact.

8. Staff Training and Responsibilities

To ensure staff are equipped to manage missing person incidents effectively, {{org_field_name}} provides:

Mandatory safeguarding training covering missing persons response and prevention.
Scenario-based training to improve decision-making skills in high-pressure situations.
Refresher courses on multi-agency collaboration and legal obligations.
Supervisory support, ensuring that all staff have access to guidance from senior colleagues when responding to an incident.

9. Monitoring, Compliance, and Policy Review

To ensure continuous improvement and regulatory compliance:

Incident data is reviewed quarterly to identify trends and refine response strategies.
Annual policy reviews ensure alignment with updated legislation and safeguarding practices.
Stakeholder engagement with local safeguarding boards and law enforcement informs best practices.
CQC Inspections: Compliance with missing service user safeguarding is reviewed during regulatory inspections.

10. Conclusion

By implementing this Missing Service User Response and Safeguarding Policy, our domiciliary care service prioritises the safety, dignity, and well-being of all individuals in our care. Through robust risk assessments, clear procedural frameworks, and a commitment to staff training, we ensure swift and effective responses to missing person incidents. Our approach aligns with CQC standards and legal obligations, fostering a safe and supportive environment for service users and their families.

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}}
Copyright © {{current_year}} – {{org_field_name}}. All rights reserved.