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Registration Number: {{org_field_registration_no}}

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Missing Service User Response and Safeguarding Policy

1. Purpose

The purpose of this policy is to ensure that in the event of a missing service user (person we support), the response is swift, coordinated, and effective to ensure their safety and well-being. This policy outlines the responsibilities of staff and the procedures for preventing, managing, and reporting incidents of missing service users.

This policy also incorporates safeguarding principles to prevent harm, comply with the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014, and uphold CQC’s Fundamental Standards.

2. Scope

This policy applies to:

• All staff, volunteers, and agency workers at {{org_field_name}}.
• People we support, their families, and representatives.
• Third-party agencies involved in the care and safety of people we support.

3. Related Policies

This policy should be read in conjunction with:

• CH13 – Safeguarding Adults from Abuse and Improper Treatment Policy​.
• CH11 – Safe Care and Treatment Policy​.
• CH18 – Risk Management and Assessment Policy.
• CH19 – Emergency and Business Continuity Plan.
• CH24 – Management of Accidents, Incidents, and Near Misses Policy.
• CH25 – Notification of Other Incidents Policy​.
• CH35 – Duty of Candour Policy​.

4. Definitions

• Missing Service User: A person we support who is absent from the care home without authorisation and whose whereabouts are unknown, presenting a risk to their safety.
• High-Risk Service User: A person who has a known history of wandering, cognitive impairments (e.g., dementia), or mental health concerns that increase their vulnerability.
• Safeguarding Concern: Any situation where a missing incident may indicate abuse, neglect, or exploitation under Regulation 13​.

5. Prevention Measures

To minimise the risk of a missing service user, we will:

• Assess risk at admission – Conduct an individual risk assessment during initial care planning to identify those at higher risk of going missing​.
• Develop a Personalised Prevention Plan – Establish clear supervision levels, mobility support, and security measures for those at risk.
• Monitor and Secure Premises – Ensure that external doors, windows, and accessible exits are appropriately secured without compromising dignity or autonomy.
• Staff Training – All staff will be trained in identifying risk factors, early intervention, and how to react swiftly if a service user is missing​.
• Technology & Surveillance – Where appropriate and consented to, the use of assistive technology (e.g., GPS trackers, sensor alarms, CCTV in communal areas) may be employed.

6. Immediate Response Procedure

6.1 Initial Action – First 10 Minutes

1. Alert the senior staff on duty immediately.
2. Conduct a quick local search of all rooms, bathrooms, communal areas, and outside premises.
3. Check if the person has left for a planned visit, appointment, or outing.
4. Contact their family or known associates to confirm if they are with them.

6.2 Formal Escalation – If Not Found in 10 Minutes

If the service user is not found in 10 minutes, escalate immediately:

1. Call the police (999 or 112) and provide:
   • Full name, description, clothing, medical conditions, known risks.
   • Last known location and any likely destinations.
2. Notify the Registered Manager or senior manager immediately:
   • Verbally report the concern immediately to a staff member.
   • Send an email detailing the concern to the Registered Manager at: {{org_field_registered_manager_email}}.
   • Call the office to inform the Registered Manager or Safeguarding Lead at {{org_field_phone_no}}.
   • If the concern arises out of office hours, call the out-of-hours phone number: {{out_of_hours}}.

3. Assign search teams (if safe and practical) to check local streets, shops, parks.
4. Record all details and actions in the incident log.
5. Notify the family/next of kin.

6.3 Further Actions – If Not Found in 30 Minutes

• Widen the search and coordinate with emergency services.
• Issue a safeguarding alert to {{org_field_local_authority_authority_name}} if there are safeguarding concerns.
• Ensure continuous updates are given to all stakeholders.
• Prepare for media involvement if advised by the police (in high-risk cases).

7. Post-Incident Actions

Once the service user is found:

1. Conduct a welfare check – Assess physical and emotional condition.
2. Seek medical assistance if necessary.
3. Hold a safeguarding debrief – If the person went missing due to neglect, coercion, or unsafe practices, take immediate safeguarding actions​.
4. Update Care Plan and Risk Assessment – Adjust supervision levels, environment, or interventions.
5. Review and Learn – Carry out a debrief meeting with staff to identify areas for improvement​.

8. Reporting and Compliance

• CQC Notification – Report the incident under Regulation 18: Notification of Other Incidents if it meets the reporting threshold​.
• Police Reports – Maintain copies of all reports and reference numbers.
• Family & Representative Updates – Ensure transparent communication with relevant parties.
• Internal Review & Learning – Investigate the root cause and implement improvements.

9. Safeguarding Considerations

• If the missing person was under coercion, abuse, or exploitation, this will be treated as a safeguarding incident and reported to the Local Authority Safeguarding Team​.
• Mental Capacity Act 2005 Compliance – If the service user lacks capacity, appropriate Deprivation of Liberty Safeguards (DoLS) measures must be considered​.

10. Policy Review

This policy will be reviewed annually or sooner if there are legislative changes, learning from incidents, or new best practice guidance.

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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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