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{{org_field_name}}

Registration Number: {{org_field_registration_no}}

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Transportation and Accompanying Service Users Policy

1. Purpose

The purpose of this policy is to ensure that {{org_field_name}} provides a safe, reliable, and person-centred transportation and accompanying service for service users. This policy ensures that transportation and support provided while accompanying service users align with their needs, dignity, safety, and independence while complying with legal and regulatory requirements.

This policy is written to meet the requirements of:

• Regulation and Inspection of Social Care (Wales) Act 2016.
• Social Services and Well-being (Wales) Act 2014.
• The Regulated Services (Service Providers and Responsible Individuals) (Wales) Regulations 2017 (as amended) and the Welsh Government Statutory Guidance for care home and domiciliary support service providers (updated 27 March 2024), including requirements for records, notifications, language/communication, health and safety, and medicines management.
• Regulation 41 (Domiciliary support services): delineation of travel time and care time to ensure staff are scheduled safely and are not placed under pressure to rush journeys.
• Road Traffic Act 1988 and associated road safety law (including seatbelts and vehicle roadworthiness).
• Health and Safety at Work etc. Act 1974 and associated risk assessment duties.

2. Scope

This policy applies to:

• All employees involved in transporting or accompanying service users.
• Service users who require transportation for medical appointments, social outings, and essential activities.
• External transport providers, family members, and volunteers involved in service user transport.

It covers:

• Eligibility and criteria for transportation
• Staff roles and responsibilities
• Risk assessments and safety procedures
• Vehicle maintenance and insurance requirements
• Accompanying service users safely
• Emergency procedures during transport
• Training and competency requirements

Where external transport providers (e.g., taxi/private hire) or volunteers are used, {{org_field_name}} will complete and record proportionate due diligence checks before use (as applicable): licensing/registration, business insurance, driver identity, safeguarding expectations, and confirmation of suitability for the individual’s needs (including wheelchair access where required). Where the person will have regular contact with individuals as part of the service, the provider will ensure checks are consistent with CIW expectations on fitness/suitability and that confidentiality requirements are understood.

3. Eligibility and Criteria for Transportation

• Transportation and accompanying support is available to service users identified in their care plan as requiring assistance.
• Requests for transportation must be assessed and approved based on:
  • Medical appointments (GP, hospital, specialist care).
  • Social activities to prevent isolation.
  • Essential shopping or errands.
  • Community engagement and family visits.
• Service users who can travel independently with public transport or taxis may be supported with accompaniment rather than direct transportation.

4. Staff Roles and Responsibilities

4.1 Responsibilities of Care Staff Providing Transport

• Only authorised and trained staff are permitted to transport service users.
• Staff must conduct pre-journey safety checks (seat belts, wheelchair restraints, fuel levels).
• Staff must support service users to enter and exit the vehicle safely, using adaptations such as ramps, hoists, or step assistance.
• Staff must report any safety concerns to the Registered Manager immediately.

4.2 Responsibilities of Staff Accompanying Service Users

• Accompanying staff must monitor the service user’s comfort, well-being, and emotional needs throughout the journey.
• Staff should ensure clear communication with service users, explaining travel arrangements and destinations.
• Staff must be trained in safeguarding, de-escalation techniques, and emergency response procedures.

4.3 Responsibilities of the Registered Manager

• Ensure all vehicles used for transport are safe, insured, and fit for purpose.
• Conduct regular training for staff on transportation safety.
• Ensure all risk assessments are completed and reviewed regularly.
• Ensure that records relating to transport/accompaniment (risk assessments, journey notes where required, incidents/accidents, and actions taken) are created, stored securely and are available for inspection in line with regulatory record requirements.
• Ensure that notifiable events linked to transport/accompaniment (e.g., serious accident or injury, police involvement, safeguarding allegations involving staff) are reported to CIW without delay and in the required form, and that relevant commissioners/representatives are notified as required.
• Ensure staff schedules support safe travel and do not encourage rushing, including compliance with the provider’s schedule of visits and accurate recording of travel time where this is part of the regulated service delivery.

5. Risk Assessments and Safety Procedures

5.1 Transport Risk Assessments

Before any journey, a comprehensive risk assessment must be completed, covering:

• Medical needs (oxygen, medication, seizure risk).
• Mobility support required (wheelchairs, walking aids).
• Cognitive impairments (dementia, confusion, anxiety).
• Emergency contact details.
• Communication and language needs, including the individual’s preferred language and any aids required to communicate effectively during travel/appointments. (Active Offer/Welsh language expectations apply.)
• Consent / capacity considerations relevant to the journey (e.g., sharing information with clinicians, staying with the person during an appointment, or any restrictive safety measures) and how least-restrictive support will be provided.
• Whether the person will be supported with shopping/handling money, and confirmation this is delivered in line with the service’s money management policy to reduce the risk of financial abuse.
• Safeguarding risk factors relevant to community access (e.g., risk of exploitation, going missing, distress behaviours) and the actions staff must take.

Risk assessments are reviewed regularly and updated if a service user’s needs change.

5.2 Seatbelt and Accessibility Safety

• All service users must wear a seatbelt unless medically exempt.
• Wheelchair users must be securely fastened using approved wheelchair tie-downs.
• Hoists and ramps must be checked before use to ensure safety.

5.3 Lone Working and Safety Precautions

• Staff must not transport a service user alone without prior approval and risk assessment.
• Check-in procedures must be followed when travelling long distances.
• A communication system (phone or GPS tracker) must be in place for staff accompanying service users.

6. Vehicle Maintenance and Insurance Requirements

• All vehicles used for transporting service users must be fully insured, taxed, and have a valid MOT.
• Company-owned vehicles will be regularly serviced and maintained to ensure roadworthiness.
• Staff using personal vehicles for service user transport must provide valid insurance documents confirming business use coverage.
• Wheelchair-accessible vehicles (WAVs) must meet accessibility standards, and staff must be trained in their operation.

7. Accompanying Service Users Safely

7.1 Supporting Service Users During Journeys

• Staff must engage with service users positively, reducing any travel-related anxiety.
• Service users must be comfortably seated, hydrated, and appropriately dressed for the weather conditions.
• Staff must be attentive to signs of distress, agitation, or discomfort and provide reassurance.

7.2 Ensuring a Safe Environment

• The vehicle must be well-ventilated and free from clutter.
• Emergency contact numbers and first aid kits must be available in all transport vehicles.
• No unauthorised individuals should be present in the vehicle during transport.

7.3 Language, Communication and Information (Welsh ‘Active Offer’)

{{org_field_name}} will take reasonable steps to meet each individual’s language and communication needs during transport and when accompanying them, including offering services in Welsh where this is the person’s language of need and choice. Information about travel arrangements, destinations and what will happen at appointments will be provided in an appropriate format and supported so the individual can understand and participate in decisions. Any communication aids required will be available and staff will know how to use them.

8. Emergency Procedures During Transport

8.1 Breakdowns or Accidents

• In the event of a vehicle breakdown, staff must:
  • Ensure the service user is safe and comfortable.
  • Call roadside assistance and inform management immediately.
  • If necessary, arrange alternative transport.
• In the event of a road traffic accident:
  • Check for injuries and call emergency services (999) if required.
  • Notify the Registered Manager and document the incident.
  • Complete an incident report and provide relevant insurance information.

8.2 Medical Emergencies During Transport

• If a service user becomes unwell or distressed:
  • Pull over safely and assess the situation.
  • Call 999 if immediate medical attention is needed.
  • Administer first aid if trained to do so and stay with the service user.
  • Inform the Registered Manager and family members as soon as possible.

8.3 Medicines and Clinical Equipment During Transport

Where staff support an individual with medicines or clinical items during travel (e.g., inhalers, emergency medication, oxygen), this will be planned and risk-assessed in advance and managed in line with the service’s medicines procedures. Medicines will be transported securely, access will be controlled appropriately, and any administration/support provided will be recorded in line with the medicines policy and national guidance. Staff must be trained and competent before undertaking any medicines support, including any delegated tasks.

9. Training and Competency Requirements

• All staff involved in transport and accompanying must complete:
  • First Aid and Emergency Response training.
  • Manual handling and mobility assistance training.
  • Transport safety and safeguarding training.
• Staff using wheelchair-accessible vehicles (WAVs) must complete additional training on securing wheelchairs and assisting service users safely.

9.1 Safe Scheduling and Travel Time (Domiciliary Support Service Requirement)

Where transport is part of delivering the domiciliary support service, {{org_field_name}} will ensure scheduling supports safe practice, including a schedule of visits that clearly delineates travel time and visit time. Allocated travel time must be realistic for distance/traffic/parking and staff must not be pressured to rush or break road safety rules to meet times. A record will be kept of travel time/visit time in line with regulatory requirements.

10. Recording, Reporting and CIW Notifications

Recording: The service will keep accurate records relating to transport and accompaniment, including risk assessments, significant decisions, incidents/accidents, safeguarding actions, and outcomes/learning. Records will be stored securely and made available for inspection in line with regulatory requirements.

Notifications: Where an event connected to transport/accompaniment meets CIW notification thresholds (including serious accident or injury, incidents reported to the police, and any abuse/allegation of abuse involving the provider/staff/volunteers), the Registered Manager will ensure notification is submitted to CIW without delay, with required details, and that any other required parties (e.g., placing authority where relevant) are informed.

11. Related Policies

This policy should be read in conjunction with:

• Lone Working and Staff Safety Policy (DCW23).
• Risk Management and Assessment Policy (DCW18).
• Emergency and Business Continuity Plan (DCW19).
• Safeguarding Adults from Abuse and Improper Treatment Policy (DCW13).

12. Policy Review

This policy will be reviewed annually or sooner if required by legislative changes, CIW regulations, or operational needs.

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