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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

The purpose of this policy is to establish clear guidelines for visiting and accompanying service users in care homes and hospitals while ensuring their safety, dignity, and well-being. {{org_field_name}} is committed to facilitating safe and meaningful visits that enhance social interaction and emotional support for service users, while also complying with relevant legal and regulatory requirements.

This policy outlines how we efficiently manage visits, provide appropriate support, and ensure compliance with health and safety protocols in care homes and hospital settings.

2. Scope

This policy applies to:

• Service users receiving domiciliary care who require accompaniment to care homes or hospitals.
• Care workers, family members, and legal representatives supporting service users during visits.
• Hospital and care home staff who coordinate with {{org_field_name}} to ensure smooth visitations.
• External healthcare professionals involved in the service user’s care.

It covers:

• Legal and regulatory compliance for visiting and accompanying.
• Safety, infection prevention, and health protocols.
• Procedures for scheduling, monitoring, and recording visits.
• Staff responsibilities and service user rights.

 

3. Legal and Regulatory Framework

This policy complies with (and is informed by):

• Health and Social Care Act 2008 (Regulated Activities) Regulations 2014, including:
  • Regulation 9A (Visiting and accompanying in care homes, hospitals and hospices) – ensuring people can receive visits from those they want to see and can be accompanied to relevant appointments where they want support.
  • Regulation 9 (Person-centred care), Regulation 10 (Dignity and respect), Regulation 11 (Need for consent), Regulation 12 (Safe care and treatment), Regulation 13 (Safeguarding from abuse and improper treatment), Regulation 16 (Receiving and acting on complaints), Regulation 17 (Good governance), and Regulation 18 (Staffing).
• Care Quality Commission (CQC) guidance for providers on meeting the above regulations (including Regulation 9A and Duty of Candour).
• Care Act 2014 – supporting wellbeing, family relationships and person-centred outcomes.
• Mental Capacity Act 2005 – supporting decision-making, best-interest decisions, and access to advocacy where applicable.
• Equality Act 2010 – making reasonable adjustments so people are not disadvantaged in accessing visits/being accompanied.
• Infection Prevention and Control (IPC) guidance for adult social care, including the national IPC principles and the acute respiratory infection (ARI) IPC measures for adult social care settings.
• Data protection and confidentiality requirements (UK GDPR / Data Protection Act 2018) when sharing information with hospitals/care homes/relatives/advocates.

4. Visiting Procedures and Guidelines

{{org_field_name}} ensures structured and well-managed visiting practices by:

• Scheduling Visits:
  • Visits to care homes and hospitals are pre-arranged in coordination with the facility.
  • Service users’ preferences and needs are considered when planning visits.
• Accompaniment Services:
  • Trained care workers provide physical and emotional support to service users.
  • Assistance is provided for mobility, communication, and personal care needs.
  • Support includes (where agreed in the care plan): help with wayfinding, check-in/ward processes, communication support, advocacy support, emotional reassurance, and ensuring reasonable adjustments are requested from the host setting.
  • Staff must maintain the service user’s privacy and dignity during clinical discussions and examinations and request a private space where needed.
  • Staff must not provide clinical advice or make clinical decisions; these remain the responsibility of the treating clinician. Staff will support the service user to ask questions and understand information.
• Health and Safety Compliance:
  • Compliance with infection control policies, including PPE usage if required.
  • Hand hygiene, social distancing (when necessary), and risk assessments conducted before visits.
• Communication with Healthcare Teams:
  • Collaboration with hospital or care home staff to coordinate care and ensure up-to-date information.
  • Documentation of health updates and care plans shared appropriately with our team.

4.1 Regulation 9A – Visiting and Accompanying: Rights, Restrictions and Decisions

4.1.1 Our commitment

{{org_field_name}} supports each service user’s right to:

• receive visits from the people they want to see while staying in a care home, hospital or hospice, and
• be accompanied by a family member, friend or advocate to relevant appointments (including outpatient and day appointments) where they want this support.

4.1.2 No blanket bans

We will not impose blanket restrictions on visits or accompaniment. Any limits must be individualised, proportionate, and the least restrictive option to manage a specific risk.

4.1.3 When restrictions may be considered

Restrictions will only be considered when there is a clear, evidenced risk (for example, outbreak management requirements, safety risks, or clinical/environmental constraints set by the host hospital/care home). Where the host setting applies restrictions, we will support the service user to understand them and explore safe alternatives.

4.1.4 Decision-making process (must be recorded)

Before agreeing to, or supporting, any restriction we will:

1. consult the service user and (where appropriate) their representative/advocate;
2. consider the person’s wellbeing, distress, communication needs, and any reasonable adjustments;
3. complete or update a visit/accompaniment risk assessment;
4. agree practical mitigations (e.g., timing, PPE, space, supervision, calm environment);
5. set a review date and confirm how the restriction will end.

4.1.5 Right to challenge / escalation

If the service user (or their representative) disagrees with a restriction, staff will escalate the concern to the Registered Manager the same day. We will also signpost the service user/representative to the host setting’s formal process and to our complaints procedure.

4.1.6 Capacity and consent

Where the service user has capacity, their wishes about visits and accompaniment will be respected. If capacity is in doubt, staff must follow the Mental Capacity Act and record the assessment and best-interest decision, including who was consulted.

5. Infection Prevention and Control Measures

{{org_field_name}} follows the national IPC guidance for adult social care, including the acute respiratory infection (ARI) IPC measures, and any additional local outbreak instructions from the host hospital/care home.

5.1 Before the visit

Staff must:

• check the host setting’s current visiting/IPC requirements (including PPE, symptom screening, testing where applicable, and any outbreak controls);
• complete an individual risk assessment considering the service user’s vulnerability, current symptoms/exposure history, and the host setting’s environment;
• discuss options with the service user (including alternative times/locations or virtual contact where appropriate).

5.2 During the visit

Staff must:

• perform hand hygiene at the required moments and comply with any PPE requirements;
• follow the host setting’s instructions on movement, distancing where required, and use of designated areas;
• stop the visit and seek advice from the host setting if the service user becomes unwell or if IPC guidance changes while on site.

5.3 Outbreaks and restrictions

If the host setting declares an outbreak, the Registered Manager will ensure decisions are documented, reviewed regularly, and remain the least restrictive option, balancing infection risk with the service user’s wellbeing and rights under Regulation 9A.

5.4 Staff competence

Staff who accompany people into hospitals/care homes must have up-to-date IPC training (including PPE and outbreak procedures) and must follow this policy and the host setting’s IPC policy.

6. Roles and Responsibilities

• Care Workers:
  • Assist service users during visits, ensuring safety and comfort.
  • Liaise with healthcare professionals for care updates.
  • Report concerns or incidents to management immediately.
• Registered Manager:
  • Oversees visiting arrangements and ensures adherence to regulations.
  • Engages with hospitals and care homes to facilitate smooth visiting experiences.
  • Reviews visiting policies and procedures for continuous improvement.
• Service Users and Families:
  • Communicate visiting preferences and special requirements.
  • Follow established health and safety guidelines during visits.
  • Provide feedback on the quality of visiting arrangements.

6.1 Confidentiality and Information Sharing

Staff must handle personal information in line with data protection and confidentiality requirements. Information obtained during visits (including clinical updates) must be:

• shared on a need-to-know basis and only through approved secure methods;
• shared with the service user’s consent where they have capacity;
• where the service user lacks capacity, shared only where it is necessary and in the person’s best interests, and recorded accordingly;
• documented accurately in the service user’s care records, including any actions required (e.g., care plan updates, medication changes notified by clinicians, follow-up appointments).

7. Monitoring and Record-Keeping

The following must be recorded (as applicable):

• visit/accompaniment date, time, location, staff member(s) involved, and purpose of the visit;
• the service user’s expressed wishes (including who they want to visit/attend with them);
• confirmation of host setting requirements checked (visiting rules and IPC requirements);
• the completed risk assessment, including any control measures;
• any restriction applied (who imposed it, rationale, least restrictive options considered, and review date) in line with Regulation 9A;
• where relevant: capacity assessment, best-interest decision record, and who was consulted;
• any incidents/concerns, safeguarding issues, or complaints raised and actions taken;
• outcomes/feedback and learning points for service improvement.
  Records will be audited periodically by the Registered Manager to identify themes, risks, and improvements.

8. Complaints and Safeguarding Measures

• Any concerns regarding visiting experiences must be reported through our complaints procedure.
• Safeguarding measures are in place to protect service users from neglect or mistreatment during visits.
• Whistleblowing procedures allow staff to report safety concerns confidentially.

Where a concern relates to a host hospital/care home restriction on visiting/accompanying, staff must:

(1) report it to the Registered Manager the same day;

(2) support the service user/representative to use the host setting’s complaints process if appropriate; and

(3) record all actions taken.

Where there is a safeguarding concern, staff must follow our Safeguarding Policy immediately and escalate to the local authority safeguarding process as required.

8.1 Duty of Candour (Openness and Transparency)

If a notifiable safety incident occurs in connection with a visit or accompaniment activity, the Registered Manager will ensure that the Duty of Candour procedure is followed without delay. This includes informing the service user (and/or relevant person), providing an apology, offering an appropriate remedy/support, and keeping a written record of all actions and communications.

9. Policy Review and Updates

This policy is reviewed annually or sooner in response to:

Updates to CQC guidance and legal requirements relating to Regulation 9A (visiting and accompanying) and IPC requirements for adult social care.

Changes in government guidance on hospital and care home visits.

Feedback from service users, families, or healthcare providers.

Lessons learned from audits or incident reports.

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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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