CHW131-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 provide a structured and effective response when a service user goes missing from {{org_field_name}}, ensuring that immediate action is taken to locate them safely while protecting their dignity and well-being. This policy outlines how staff manage missing person incidents, prevent such occurrences, and liaise with relevant authorities. It complies with Care Inspectorate Wales (CIW) regulations, The Social Services and Well-being (Wales) Act 2014, and The Mental Capacity Act 2005, ensuring a safeguarding approach to residents at risk of going missing.

This policy aims to: Ensure a swift, coordinated response when a resident goes missing to reduce risk and potential harm. Protect the rights and dignity of residents, ensuring their safety and well-being. Define the roles and responsibilities of staff during a missing person incident. Provide clear procedures for reporting, documenting, and investigating incidents. Ensure compliance with CIW safeguarding requirements and local authority procedures.

2. Scope

This policy applies to all residents, particularly those who are at risk of wandering or becoming disoriented due to dementia, learning disabilities, or mental health conditions. It applies to all staff members, including care workers, nurses, and management, who have a responsibility to ensure the safety of residents. It applies to families and next of kin, ensuring they are informed and supported during an incident. It applies to external agencies, including the police, local safeguarding teams, and health professionals, in cases where intervention is required.

3. Related Policies

This policy aligns with Safeguarding Adults from Abuse and Improper Treatment Policy (CHW13), Mental Capacity and Deprivation of Liberty Safeguards Policy (CHW39), Incident Reporting and Investigation Policy (CHW25), Emergency and Business Continuity Plan (CHW19), Risk Management and Assessment Policy (CHW18).

4. Definition of a Missing Service User

A resident is considered missing if they leave or are absent from their designated safe environment without authorisation or supervision and their whereabouts are unknown. Categories of missing persons include residents with dementia or cognitive impairments who may have wandered off in confusion, residents with mental health conditions who may have intentionally left due to distress, residents at risk of self-harm or suicide, and residents who are physically frail or medically vulnerable and at risk of injury.

5. Preventing Missing Incidents

To reduce the risk of residents going missing, {{org_field_name}} implements strict preventative measures. All residents undergo an individual risk assessment upon admission, evaluating their likelihood of wandering, confusion, or distress. High-risk residents are identified in personalised care plans, which include specific strategies to prevent them from going missing. Staff ensure secure but non-restrictive premises, maintaining safe environments while respecting residents’ freedom of movement. Discreet monitoring technology such as door alarms and tracking devices may be used for residents with a high risk of wandering. Staff conduct regular observations and resident headcounts, especially for those identified as vulnerable. Visitors and external contractors must sign in and out, ensuring no resident inadvertently leaves with them.

6. Immediate Response When a Resident is Missing

When a resident is reported missing, staff must act immediately according to the following steps:

6.1. Stage 1: Initial Response (First 5 Minutes)

The staff member who discovers that a resident is missing must report it immediately to the senior staff on duty. Staff must search the immediate area, including the resident’s room, bathrooms, communal areas, gardens, and exits. Staff must check CCTV footage (if available) to determine when and how the resident left. A staff-wide alert must be raised to initiate a coordinated search within the premises. If the resident is found within the care home, staff must assess their well-being, document the incident, and review prevention strategies.

6.2. Stage 2: Wider Search and Escalation (5-15 Minutes)

If the resident is not found within the premises, the immediate external areas such as car parks, nearby streets, and public spaces must be searched. Staff must use recent photographs and personal descriptions to assist in identification. The Registered Manager must be informed, and a risk assessment conducted to determine whether external agencies (police, family, safeguarding teams) need to be involved.

6.3. Stage 3: Emergency Procedures (15+ Minutes)

If the resident remains missing, staff must call 999 and report them as a vulnerable missing person. Information provided to emergency services should include:

The resident’s full name, age, and description (height, clothing, any identifying features).
Their medical conditions and level of risk (e.g., dementia, mobility issues, medication needs).
Time last seen and location, along with potential places they may go.
Contact details for staff and next of kin.

Next of kin must be contacted to inform them of the situation and seek any additional information about potential locations the resident may visit.

7. Safeguarding Considerations

All missing person incidents must be treated as a potential safeguarding concern. Staff must assess whether the resident has experienced harm, distress, or exploitation upon their return. If the missing resident has been found in an unsafe or unfamiliar location, a safeguarding referral may be necessary. If a resident repeatedly goes missing, a review of their care plan and risk assessment must be conducted, possibly involving local safeguarding teams, mental health professionals, or Deprivation of Liberty Safeguards (DoLS) assessments.

8. Supporting the Resident Upon Return

Once a resident is found, staff must: Conduct a full well-being check, ensuring no injuries, dehydration, or distress. Provide reassurance and comfort, as the resident may be disoriented or anxious. Notify family members and relevant authorities that the resident has been found safely. Update the resident’s care plan to include additional preventative measures. If necessary, arrange for a medical review to ensure no adverse effects from the incident.

9. Recording and Investigating Missing Incidents

All missing person incidents must be fully documented and investigated. Staff must complete an incident report, detailing the time, location, actions taken, and the outcome. A root cause analysis must be conducted to identify factors contributing to the incident and how future risks can be minimised. Findings from investigations should be shared with CIW inspectors during audits, demonstrating compliance with safeguarding standards.

10. Staff Training and Responsibilities

All staff receive mandatory training on managing missing person incidents, recognising early warning signs, and using search procedures effectively. Staff must be trained in safeguarding, mental capacity assessments, and emergency response protocols. The Registered Manager is responsible for ensuring all staff understand their responsibilities and CIW compliance requirements.

11. Compliance and Policy Monitoring

This policy aligns with CIW safeguarding and incident management regulations. Internal audits will review missing person incidents to ensure compliance and improve response procedures. Findings from audits will be used to enhance preventative measures and update staff training where needed.

12. Policy Review

This policy will be reviewed annually or sooner if: CIW regulations change, new safeguarding guidance is issued, or a missing person incident highlights areas for improvement.

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.