{{org_field_logo}}

{{org_field_name}}

Registration Number: {{org_field_registration_no}}

---

Lone Working and Staff Safety Policy

1. Introduction

At {{org_field_name}}, we recognise that lone working is an integral part of domiciliary care. Many staff members provide essential care services to individuals in their own homes without direct supervision. Lone working may increase vulnerability because immediate assistance may not be available if an incident, emergency or unsafe situation occurs.

{{org_field_name}} is committed to identifying, assessing and managing the risks associated with lone working and to providing staff with appropriate information, training, supervision, communication arrangements and support.

Our arrangements take account of relevant legal and regulatory requirements, including:

• Health and Safety at Work etc. Act 1974.
• Management of Health and Safety at Work Regulations 1999.
• Equality Act 2010, including the employer’s statutory duty to take reasonable steps to prevent sexual harassment of employees in the course of their employment, as introduced by the Worker Protection (Amendment of Equality Act 2010) Act 2023.
• Health and Social Care Act 2008 (Regulated Activities) Regulations 2014, particularly Regulation 12 – Safe care and treatment.
• Care Quality Commission (Registration) Regulations 2009 where incidents meet statutory notification requirements.

This policy sets out how {{org_field_name}} assesses, manages and reduces risks associated with lone working while ensuring that staff safety and the safe delivery of care are maintained.

{{org_field_name}} is registered with the Care Quality Commission to carry out the regulated activity of {{org_field_regulated_activity}} for {{org_field_service_users_bands}} in their own homes.

2. Purpose and Scope

This policy applies to all employees who work alone while providing care services in the community. It is also relevant to managers and supervisors responsible for assessing risks and implementing safe working practices. The policy covers situations where employees are required to provide personal care, conduct home visits, travel between service users, or work outside normal office hours. By implementing this policy, we aim to create a safer working environment for all lone workers.

3. Understanding Lone Working Risks

Lone working refers to situations where an employee performs their duties without direct supervision or in isolated conditions. In domiciliary care, this often includes working in unfamiliar or potentially high-risk environments. Risks may arise from multiple factors, including the behaviour of service users, environmental hazards in the home, or the location of the visit.

To mitigate these risks, {{org_field_name}} conducts thorough risk assessments before any lone working assignments commence. These risk assessments consider factors such as the service user’s health and behavioural history, the safety of the physical environment, and the geographical location of the visit. If risks are identified, appropriate control measures are put in place, such as enhanced supervision, training, or the use of technology to monitor staff safety.

4. Risk Assessment and Prevention Strategies

Risk assessment is an essential component of our approach to lone worker safety.

Before lone working arrangements commence, {{org_field_name}} will assess foreseeable risks associated with the work activity, service user, location and circumstances of the visit.

Risk assessments will consider, where relevant:

• Previous or known aggressive, threatening or violent behaviour.
• Information concerning risks posed by relatives, visitors or other people who may be present.
• Verbal abuse, intimidation, harassment or threatening behaviour.
• The foreseeable risk of sexual harassment, including harassment by service users, relatives, visitors or other third parties.
• Environmental hazards within or around the property.
• Unsafe access or exit arrangements.
• Poor lighting or isolated locations.
• Travel arrangements and geographical risks.
• Alcohol or substance misuse that may increase risk.
• Animals within the property.
• Weapons or known criminal activity.
• The staff member’s ability to obtain assistance in an emergency.
• Medical conditions or other individual factors that may affect whether the employee can safely work alone.
• The time of the visit, including increased risks associated with evening or night working.
• Any previous incidents, complaints or concerns associated with the location or individuals involved.

Preventing Sexual Harassment

In accordance with the Equality Act 2010 preventative duty, {{org_field_name}} will take reasonable steps to prevent sexual harassment of employees in the course of their employment.

Because domiciliary care staff may work alone in private homes and have regular contact with service users, relatives, visitors and other third parties, the risk of third-party sexual harassment will be considered as part of relevant lone-working and workplace risk assessments.

Reasonable preventative measures may include:

• Identifying known or foreseeable risks before allocating visits.
• Recording and appropriately communicating relevant risk information to staff.
• Establishing clear expectations concerning acceptable behaviour towards staff.
• Providing staff with clear reporting and escalation routes.
• Avoiding lone allocation where an assessment identifies that lone working would expose the employee to unacceptable risk.
• Arranging two-person visits where this is an appropriate risk-control measure.
• Changing visit arrangements or staff allocation where necessary.
• Providing appropriate personal safety and communication equipment.
• Ensuring managers respond promptly to reports of inappropriate or sexually harassing behaviour.
• Reviewing risk assessments and care arrangements following an allegation or incident.
• Taking proportionate action where a service user, relative, visitor or other third party presents an ongoing risk to staff.

Staff will not be required to remain in a situation where they reasonably believe that their personal safety is at immediate risk.

Dynamic Risk Assessment

Employees are trained to remain alert to changes in circumstances during each visit and to undertake a dynamic assessment of immediate risk.

Where circumstances differ materially from the existing risk assessment or an employee considers that it is unsafe to continue:

• The employee should withdraw to a place of safety where this can be done safely.
• Emergency services must be contacted where immediate assistance is required.
• The employee must notify the Registered Manager, On-Call Manager or other designated person as soon as practicable.
• Any immediate risk to the service user arising from withdrawal must be escalated so that appropriate alternative arrangements can be considered.
• The incident and relevant circumstances must be documented.
• The risk assessment and care arrangements must be reviewed before further visits where appropriate.

Communication and Monitoring

{{org_field_name}} will maintain appropriate arrangements for monitoring lone workers.

These arrangements may include:

• Checking in and out of visits through the organisation’s designated system.
• Maintaining accurate visit schedules and staff contact details.
• Providing an emergency or on-call telephone number.
• Establishing escalation arrangements where an expected check-in is missed.
• Personal alarms or other safety technology where identified as appropriate by risk assessment.
• Increased supervision or management contact for higher-risk lone-working arrangements.

The level of monitoring and supervision provided will reflect the assessed level of risk.

5. Training and Awareness

All staff who undertake lone working will receive information, instruction and training appropriate to the risks associated with their role.

Training and awareness will include, where relevant:

• Lone-working risk assessment and dynamic risk assessment.
• Personal safety.
• Recognition of warning signs of violence, aggression or escalating behaviour.
• Conflict management and de-escalation.
• Safe withdrawal from dangerous situations.
• Emergency procedures.
• Use of personal alarms, communication systems and other lone-worker safety equipment.
• Reporting accidents, incidents, threats, abuse, harassment and near misses.
• Safeguarding responsibilities.
• Relevant responsibilities under organisational health and safety procedures.

Sexual Harassment Awareness and Prevention

Staff will also receive appropriate information and awareness concerning:

• What constitutes sexual harassment.
• The organisation’s expectation that staff should not be subjected to sexual harassment in the course of their employment.
• The fact that sexual harassment may be committed by colleagues or third parties, including service users, relatives and visitors.
• How to report sexual harassment or inappropriate behaviour.
• Available support following an incident.
• The steps staff should take where they feel unsafe.
• The organisation’s prohibition on victimisation or detrimental treatment because an employee has raised a concern or complaint.

Managers responsible for lone workers will be provided with appropriate guidance to enable them to respond effectively to allegations or concerns and to review risk-control measures.

Training and information will be reviewed where incidents, risk assessments, legislative changes or staff feedback indicate that additional measures are required.

Safeguarding training will continue to be provided in accordance with Regulation 13 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 and the organisation’s safeguarding procedures.

6. Technology and Equipment to Enhance Safety

We have invested in technology and equipment to support the safety of our lone workers. Each employee is issued a personal alarm, which can be used in emergencies to alert management to their location and need for assistance. Where required, we also provide GPS tracking systems that allow supervisors to monitor staff locations during their shifts.

For employees working in high-risk areas or with service users who have a history of aggression, we may implement additional measures such as alarms, car dashcams, or geo-location tracking. These measures provide an added layer of security by documenting incidents and discouraging threatening behaviour.

7. Travel and Transport Safety

Safe travel between service users’ homes is a crucial aspect of lone worker safety. Employees are advised to use well-lit and populated routes whenever possible and to avoid isolated areas at night. If staff members are required to drive as part of their job, they must ensure that their vehicle is properly maintained, insured, and equipped with necessary safety features.

We provide mileage reimbursement for staff who use their personal vehicles for work, and we monitor weather conditions to alert employees about potential travel hazards. Employees are encouraged to report any unsafe travel conditions, and alternative arrangements are made where necessary to ensure their safety.

8. Incident Reporting and Emergency Response

Despite preventive measures, lone workers may encounter unsafe situations, threats, violence, harassment, accidents or emergencies.

Immediate Emergencies

Where there is an immediate threat to life or serious danger, staff must:

• Move to a place of safety where possible.
• Call the emergency services on 999 or 112.
• Avoid confrontation or actions that would unnecessarily increase the risk.
• Notify the Registered Manager, On-Call Manager or other designated person as soon as it is safe to do so.

Staff should not place themselves at unreasonable risk in order to continue a care visit.

Reporting Incidents and Concerns

All relevant lone-working safety incidents must be reported to management, including:

• Physical assault.
• Threats or intimidation.
• Verbal abuse.
• Sexual harassment.
• Other harassment or discriminatory behaviour.
• Stalking or unwanted persistent contact.
• Unsafe behaviour by a service user, relative, visitor or other person.
• Significant environmental hazards.
• Personal safety concerns.
• Near misses.
• Activation of emergency or personal safety equipment.

Staff can report concerns through the following routes:

1. Verbally to the Registered Manager or Safeguarding Lead.
2. By email to the Registered Manager: {{org_field_registered_manager_email}}
3. By telephone to the office: {{org_field_phone_no}}
4. Through the out-of-hours contact number: {{org_field_out_of_hours}}

Where appropriate, staff may also use the organisation’s incident reporting, whistleblowing, grievance, safeguarding or harassment reporting procedures.

Reports of sexual harassment must be treated seriously, sensitively and without victimisation of the person raising the concern.

Management Response

Following an incident, management will:

• Confirm the immediate safety and welfare of the staff member and any affected service user.
• Provide appropriate support.
• Record the incident.
• Assess whether medical assistance, police involvement, safeguarding referral or another external response is required.
• Review relevant risk assessments.
• Consider whether lone working remains appropriate.
• Consider whether future visits require two staff or another control measure.
• Review relevant care arrangements.
• Record decisions and actions taken.
• Identify any lessons or further preventive measures required.

Where appropriate, a Code Red Alert or equivalent emergency escalation procedure may be activated.

CQC and Other Statutory Notifications

The Registered Manager will assess incidents against applicable statutory reporting requirements.

Where an incident meets the criteria in the Care Quality Commission (Registration) Regulations 2009, including Regulation 18 – Notification of other incidents, the required notification will be submitted to the CQC without delay and through the required notification route.

An incident involving a member of staff is not automatically notifiable to CQC solely because it is serious. The Registered Manager must determine whether the circumstances meet a statutory CQC notification requirement, including whether the event affects the health, safety or welfare of a person using the regulated service or otherwise falls within a prescribed notification category.

Where applicable, the organisation will also consider:

• Local authority safeguarding notifications or referrals.
• Reporting to the Health and Safety Executive where RIDDOR reporting criteria are met.
• Police reporting.
• Commissioner or funder notification requirements.
• Duty of Candour requirements where a notifiable safety incident involving a service user has occurred.

All decisions concerning external reporting will be recorded, including the rationale where a notification is or is not required.

Where to report:

1) Verbally to the Registered Manager or Safeguarding Lead

2) Inform the Registered Manager by email: {{org_field_registered_manager_email}}

3) Call the office and inform the Registered Manager or Safeguarding Lead: {{org_field_phone_no}}

4) Out of hours phone number: {{org_field_out_of_hours}}

Our emergency response procedure includes (where needed) a Code Red Alert, which staff can activate if they feel threatened. Once activated, management will take immediate action, which may include contacting emergency services or dispatching a supervisor to the location. Any incidents reported are thoroughly investigated, and if necessary, adjustments are made to working arrangements to prevent future occurrences.

In accordance with CQC Regulation 18 – Notification of Other Incidents​, serious incidents are reported to the appropriate authorities, and service users who pose a significant risk to staff may have their care arrangements reviewed.

9. Employee Well-being and Support

We understand that lone working can be stressful, and we are committed to supporting our employees’ mental and emotional well-being. Employees who experience distressing situations are offered counselling services, and debriefing sessions are conducted following serious incidents. Staff are also encouraged to participate in peer support groups where they can share experiences and discuss challenges with colleagues.

Our open-door policy ensures that employees feel comfortable discussing safety concerns with management. We regularly seek feedback from staff about their lone working experiences and use this information to continuously improve our safety measures.

10. Compliance and Policy Review

This policy will be reviewed at least annually, or sooner where necessary, to ensure that it remains accurate, effective and consistent with current legislation, regulatory requirements, CQC guidance, HSE guidance and the operational needs of {{org_field_name}}.

An earlier review will be undertaken where:

• There are changes to health and safety, employment, equality or other relevant legislation.
• The Care Quality Commission, Health and Safety Executive, Equality and Human Rights Commission or another relevant authority issues new or revised requirements or guidance.
• A serious lone-working incident, assault, threat, harassment incident or near miss occurs.
• A sexual harassment complaint or concern identifies weaknesses in existing preventative arrangements.
• Risk assessments identify new or increased lone-working risks.
• There are significant changes to service user needs, working locations, staffing arrangements or operating practices.
• New lone-worker monitoring, communication or safety technology is introduced.
• Audits, inspections, staff feedback or incident reviews identify areas requiring improvement.
• The policy is found to be unclear, ineffective or no longer reflective of current practice.

The Registered Manager is responsible for ensuring that this policy is reviewed, updated and approved as required.

As part of the review process, {{org_field_name}} will consider:

• Lone-working risk assessments.
• Records of violence, aggression, threats and harassment.
• Sexual harassment risks and reported incidents.
• Accident, incident and near-miss trends.
• Personal alarm or emergency escalation activations.
• Missed check-ins and welfare escalation events.
• Staff feedback concerning lone-working safety.
• Relevant safeguarding concerns.
• Staff training, supervision and competency findings.
• Changes in legislation and regulatory guidance.
• The effectiveness of existing control measures.

Any amendments will be:

• Recorded with the date of review and, where appropriate, a summary of the changes made.
• Approved by the appropriate responsible person within {{org_field_name}}.
• Communicated to relevant staff.
• Reflected in risk assessments and safe working procedures where necessary.
• Incorporated into staff training, supervision or competency assessment where required.
• Monitored to confirm that revised arrangements are effective.

All staff must follow the current version of this policy and report any new or changing risks that could affect lone-worker safety.

{{org_field_name}} will use findings from incidents, risk assessments, feedback, audits and policy reviews to continuously improve its lone-working safety arrangements.

---

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.