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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 outline the procedures and expectations for the safe, efficient, and person-centred transportation of service users receiving domiciliary care. The policy ensures that all transport-related activities align with regulatory requirements and best practices to maintain the safety, dignity, and independence of service users while promoting their well-being.

This policy is designed to:

• Ensure safe transportation: Service users must be transported in a manner that prioritises their safety, security, and comfort. Vehicles must be roadworthy, and drivers must be competent and fully trained. Risk assessments must be conducted before each journey to identify any potential hazards and ensure appropriate measures are in place.
• Promote efficiency in service delivery: Transportation services must be planned effectively to prevent delays, minimise disruptions, and ensure service users reach their destinations in a timely manner. This includes providing reliable schedules, appropriate travel routes, and contingency plans for unexpected delays or emergencies.
• Ensure a person-centred approach: Each service user’s individual needs, preferences, and circumstances must be taken into account when arranging transportation. Adjustments should be made to accommodate disabilities, mobility restrictions, or medical conditions to ensure a positive experience.
• Facilitate access to essential services: Transportation should support service users in accessing medical appointments, social activities, education, employment, and community events, helping them maintain their independence and social connections.
• Comply with relevant legislation and regulations: This policy aligns with the legal frameworks that govern safe, person-centred domiciliary care and the use of vehicles, including:
  • Health and Social Care Act 2008 and the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 (as amended), including the fundamental standards and requirements under Regulations 9–13, 15, 16, 17, 18, 19 and 20.
  • Health and Care Act 2022, which introduces mandatory training on learning disability and autism for all staff working in CQC-registered services, supported by the Oliver McGowan code of practice.
  • Care Act 2014, promoting individual well-being and independence when arranging transport.
  • Mental Capacity Act 2005, ensuring all transport decisions respect capacity, best-interest processes and the least-restrictive option.
  • Road Traffic Act 1988 and associated road safety law, covering legal requirements for drivers, vehicles, insurance and the safe transport of disabled passengers.
  • Equality Act 2010 and the Accessible Information Standard, requiring reasonable adjustments and accessible communication for disabled people and those with sensory loss when planning and delivering transport.
• Uphold safeguarding principles: Service users must be protected from abuse, neglect, or improper treatment during transportation. Staff and volunteers must be trained to identify and report safeguarding concerns in accordance with Regulation 13 – Safeguarding service users from abuse and improper treatment​.
• Enhance overall service quality: Effective transportation services contribute to the broader goal of providing high-quality domiciliary care that enhances service users’ independence, dignity, and quality of life.

2. Scope

This policy applies to all staff, service users, and transport-related activities within {{org_field_name}}. It provides clear guidelines for transportation services, ensuring consistency and adherence to best practices.

Who is Covered?

This policy applies to:

• All employees: Including permanent, part-time, and agency staff involved in driving service users, accompanying them to appointments, or coordinating transport arrangements.
• Volunteers: Individuals offering transport assistance or support to service users must adhere to this policy to ensure compliance with safeguarding and risk management protocols.
• Third-party providers: Where transportation services are outsourced, providers must meet the same safety and quality standards outlined in this policy.

What is Covered?

The policy applies to all forms of transportation and accompanying activities, including:

• Company-owned vehicles: Vehicles owned and operated by the domiciliary care provider must be regularly maintained, insured, and roadworthy, with designated drivers adhering to all safety regulations.
• Private vehicles used for work purposes: Staff using personal vehicles to transport service users must have the appropriate insurance, a valid driving licence, and vehicle maintenance checks.
• Public transport: Where appropriate, service users may be supported to use public transport for travel to appointments, social activities, or essential services. Staff assisting service users must ensure accessibility, provide emotional and physical support as needed, and follow risk assessment procedures.
• Taxis or private hire vehicles: When required, external transport services may be arranged for service users. Staff must ensure that providers are licensed, safe, and reliable.
• Accompanying service users on foot: For short distances, staff may accompany service users on foot to their destination, ensuring safety and adherence to the individual’s mobility needs.

Who Benefits from this Policy?

• Service Users: Individuals who require transportation support due to physical disabilities, cognitive impairments, mobility limitations, or medical conditions that prevent them from travelling independently. This includes those with dementia, wheelchair users, and individuals with sensory impairments.
• Families and Representatives: Relatives, carers, or legal representatives who coordinate care and transport arrangements benefit from a structured, transparent approach to service user transportation.
• Staff and Volunteers: Clear guidelines help ensure they understand their roles and responsibilities in providing safe and compliant transportation.

3. Legal and Regulatory Framework

The Transportation and Accompanying Service Users Policy aligns with key legal and regulatory requirements that govern the provision of care services and transportation in the health and social care sector. These regulations ensure that transportation services are safe, dignified, and person-centred, while also protecting service users and staff from harm.

Health and Social Care Act 2008 (Regulated Activities) Regulations 2014

The following regulations under this Act set the fundamental standards that must be met when transporting service users:

• Regulation 9 – Person-Centred Care​
  • Requires that care and support are tailored to the needs and preferences of each service user.
  • Transportation arrangements should be based on individual risk assessments, mobility needs, and personal preferences.
  • Service users must be supported to make informed decisions about their transportation options, ensuring their care plan reflects their needs for travel, including medical appointments, social visits, and essential activities.
• Regulation 10 – Dignity and Respect​
  • Requires that service users are treated with dignity and respect at all times, including during transportation.
  • Transport should be arranged in a way that preserves privacy, such as ensuring appropriate seating arrangements, assistance with entry and exit, and sensitivity to cultural and personal preferences.
  • Staff should communicate respectfully and support service users to maintain independence and autonomy in their travel decisions.
• Regulation 12 – Safe Care and Treatment​
  • Requires that transportation is provided in a way that ensures safety and minimises risks.
  • Staff must conduct risk assessments for each journey, ensuring vehicles are roadworthy, appropriate equipment (such as wheelchair restraints) is in place, and emergency procedures are followed.
  • Drivers and escorts must have the necessary training, including first aid and safeguarding training.
• Regulation 13 – Safeguarding Service Users from Abuse and Improper Treatment​
  • Requires that service users are protected from harm, including any form of abuse, neglect, or improper treatment during transportation.
  • Staff must be vigilant about safeguarding risks, including inappropriate use of restraints or restrictive practices.
  • Transportation incidents, such as distressing behaviour or concerns about abuse during travel, must be reported following safeguarding protocols.
• Regulation 15 – Premises and Equipment
  Providers must ensure that all premises and equipment used in the delivery of care are clean, secure, suitable and used safely. For the purposes of this policy, vehicles and any equipment used in vehicles (e.g. wheelchair restraints, ramps, hoists, seatbelts, oxygen equipment) are treated as “premises and equipment”. We will:
  • Ensure that all vehicles used to transport service users are roadworthy, clean and regularly maintained, with defects taken out of use until repaired.
  • Check and maintain mobility equipment and securing systems so they remain safe and suitable for use (for example wheelchair tie-downs, lap belts and harnesses).
  • Make every reasonable effort to ensure that where equipment is owned by a service user, it is used safely and does not put them or others at risk.
• Regulation 18 – Staffing and Staff Training
  We must deploy sufficient numbers of suitably qualified, competent, skilled and experienced staff to provide safe transport and escort services. This includes:
  • Ensuring all staff and volunteers involved in driving or escorting have role-appropriate induction, ongoing supervision and refresher training in safe transport, safeguarding, first aid and emergency procedures.
  • Complying with the mandatory training requirement on learning disability and autism introduced by the Health and Care Act 2022. All staff working for {{org_field_name}} receive learning disability and autism training that is appropriate to their role and level of responsibility, in line with national standards and the Oliver McGowan code of practice.
  • Recording all training completed and using supervision to check staff competence in supporting people safely during travel.
• Regulation 19 – Fit and Proper Persons Employed​
  • Requires that only suitable, competent, and qualified individuals are employed in roles involving direct care and transportation.
  • All staff and volunteers involved in transporting service users must undergo enhanced DBS (Disclosure and Barring Service) checks.
  • Drivers and escorts must have the necessary skills and training to meet service user needs safely and effectively.
• Regulation 20 – Duty of Candour
  In the event that a transport-related incident leads to, or has the potential to lead to, moderate or severe harm or prolonged psychological harm, the organisation will comply with the statutory duty of candour. This means we will:
  • Notify the service user and/or their representative as soon as reasonably practicable, explain what has happened, and offer a sincere apology.
  • Provide clear, factual information about any immediate and longer-term actions being taken.
  • Record the notification, apology and follow-up actions in the service user’s records and our incident reporting systems, and refer to our Duty of Candour Policy for further detail.

Care Act 2014 – Promoting Well-being and Independence​

• The Care Act places a legal duty on local authorities and care providers to promote individual well-being.
• Transportation services should enhance service users’ independence, enabling them to access healthcare, social activities, and community resources.
• Providers must ensure transport is accessible and responsive to the needs of service users with disabilities or long-term conditions.

Accessible Information Standard and Equality Act 2010

{{org_field_name}} complies with the Accessible Information Standard (AIS) and the Equality Act 2010 when planning and delivering transport. We will:

• Identify, record, flag and meet any information or communication support needs that arise because of a disability, impairment or sensory loss (for example, large print, easy-read, BSL interpreter, communication aids).
• Make reasonable adjustments so that people can understand information about their journeys and take part in decisions, including route, timing, who accompanies them and how risks are managed.
• Ensure that any written information about transport (appointment letters, pick-up times, route changes, cancellations) is provided in formats that are accessible to the individual.

Road Traffic Act 1988 – Legal Requirements for Driving Safety

• All drivers must hold a valid UK driving licence and adhere to UK road traffic laws.
• Vehicles used for transporting service users must be insured, taxed, and have valid MOT certification.
• Drivers must adhere to speed limits, road safety regulations, and laws regarding seatbelt use and accessibility provisions for disabled passengers.
• Care providers using company vehicles must ensure regular maintenance checks and that vehicles are equipped with necessary safety features such as wheelchair ramps, seatbelt restraints, and first aid kits.

4. Principles

This policy is guided by key principles that ensure transportation is delivered safely, respectfully, and in a person-centred manner. These principles underpin all decisions and actions taken by care staff, drivers, and escorts when supporting service users with transport.

1. Safety First

• Ensuring that all transportation is conducted in a manner that prioritises the health, safety, and well-being of service users and staff.
• Vehicles must be roadworthy, undergo regular maintenance checks, and comply with safety standards.
• Drivers and escorts must be fully trained in manual handling, first aid, and emergency response procedures.
• Risk assessments must be conducted before each journey to identify any potential hazards and take necessary precautions.
• In cases of medical emergencies during travel, staff must follow pre-established emergency procedures.

2. Dignity and Respect

• Service users must be treated with dignity and respect throughout their transportation experience.
• Staff must provide appropriate support without being intrusive or undermining the individual’s independence.
• Where possible, service users should be encouraged to travel with minimal assistance, promoting their self-confidence and autonomy.
• Personal preferences, cultural considerations, and comfort must be taken into account when arranging transport, such as seating arrangements, communication styles, and gender preferences for escorts.
• Staff must ensure that service users are not left waiting for long periods and are assisted appropriately upon arrival at their destination.

Staff must also ensure that information about transport is given in a way the person can understand, using the Accessible Information Standard and making reasonable adjustments for communication or sensory needs.

3. Person-Centred Support

• Transportation arrangements should be personalised based on individual needs, risk assessments, and care plans.
• Staff should consider mobility impairments, sensory disabilities, medical conditions, and emotional needs when planning transportation.
• Some service users may require adapted vehicles, extra time for boarding, or the presence of a familiar carer or family member for reassurance.
• Routes and travel schedules should be planned to avoid distress or discomfort, such as avoiding long journeys for service users with specific health conditions.

4. Consent and Choice

• Service users must give informed consent before transportation is arranged, in line with Regulation 11 – Need for Consent​.
• If a service user lacks capacity to consent, decisions must be made in their best interests, following the principles of the Mental Capacity Act 2005.
• Staff should explain transport options to service users in a way they understand, allowing them to make choices about their travel arrangements.
• Service users must be informed about their rights to refuse transportation, where appropriate, and alternative arrangements should be considered.

5. Accessibility

• Transportation must be accessible to all service users, regardless of mobility, cognitive, or sensory impairments.
• Vehicles must have wheelchair access, seatbelt adjustments, and any necessary assistive equipment.
• Staff must be trained in assisting service users with physical disabilities, ensuring safe boarding, securing mobility aids, and comfortable seating.
• Reasonable adjustments should be made to accommodate the specific needs of service users, including visual or hearing impairments, learning disabilities, or mental health conditions.
• Assistance animals, such as guide dogs, must be accommodated in line with accessibility legislation.

In line with the Accessible Information Standard, staff will identify and record each person’s communication needs and ensure that information about transport arrangements, risks and alternatives is provided in an accessible format, so the person can give or withhold consent in an informed way.

6. Risk Assessments and Safety Checks

Ensuring the safety of service users during transportation is a fundamental responsibility of domiciliary care providers. Comprehensive risk assessments and regular safety checks must be conducted to identify and mitigate potential risks associated with travel. This section outlines the essential procedures for pre-transport risk assessments, vehicle and driver safety, and compliance with infection control and hygiene standards.

Pre-Transport Risk Assessment

Before any journey takes place, a pre-transport risk assessment must be completed to evaluate potential risks and ensure that the appropriate precautions are in place. This includes assessing mobility needs, travel risks, and environmental factors.

6.1 Identifying Mobility Support Needs

Each service user’s individual mobility requirements must be assessed before arranging transportation. Considerations include:

• Wheelchair access: Ensuring that the vehicle is equipped with ramps or lifts and that wheelchairs are securely fastened during transit.
• Walking aids: Ensuring service users have access to walking frames, sticks, or other aids, and that they are safely stored during travel.
• Assistance with getting in and out of the vehicle: Providing support such as step stools, grab handles, or carer assistance where needed.
• Seating arrangements: Ensuring that service users are comfortably and safely seated, with appropriate seatbelt adjustments or harnesses for individuals with postural support needs.

6.2 Assessing Travel-Related Risks

The following risk factors must be assessed before each journey:

• Medical conditions:
  • Service users with conditions such as epilepsy, diabetes, heart conditions, or breathing difficulties may require additional considerations.
  • Medication, oxygen, or emergency care plans must be available where needed.
• Weather conditions:
  • Snow, rain, and extreme heat may pose additional risks. Extra precautions, such as warm blankets in winter or hydration in summer, must be taken.
• Travel duration:
  • Long journeys must include rest breaks where necessary, especially for service users who may experience discomfort or fatigue.
• Behavioural considerations:
  • Some service users with dementia, learning disabilities, or anxiety may experience distress during travel. Staff must be trained to manage challenging behaviour in a supportive and non-restrictive manner.

Each risk assessment must be documented, and any adjustments or additional safety measures must be put in place before travel.

Vehicle and Driver Safety

To maintain high safety standards, all vehicles used for transporting service users must be regularly checked, properly maintained, and legally compliant. Drivers must also meet strict safety criteria.

Vehicle Safety Checks

To meet our obligations under Regulation 15 (Premises and equipment), all vehicles used for transporting service users – whether company-owned or staff-owned – must be maintained in a safe, clean and roadworthy condition and only used when they meet these standards.

• MOT certification: All company-owned or private vehicles used for transporting service users must have a valid MOT certificate, ensuring roadworthiness.
• Insurance: Vehicles must be fully insured for transporting service users, including appropriate business or care-related cover.
• Regular servicing: Vehicles must undergo scheduled servicing in line with manufacturer recommendations.
• Daily safety inspections: Before each trip, drivers or designated staff must check:
  • Brakes and steering functionality.
  • Tyre pressure and tread depth.
  • Fuel and oil levels.
  • Lights and indicators.
  • Windscreen wipers and fluid levels.
  • Emergency equipment (e.g., first aid kits, fire extinguishers, seatbelt cutters).

Any faults or defects must be reported immediately, and the vehicle must not be used until repairs are completed.

Driver Safety Checks

Drivers must meet the following criteria before transporting service users:

• Valid UK driving licence: Driving records should be checked periodically to ensure drivers remain legally eligible.
• Enhanced DBS check: Ensuring that drivers do not pose a safeguarding risk to service users.
• Completion of training: Drivers must complete and refresh training in:
  • Safe loading and unloading of service users.
  • First aid and emergency response.
  • Safeguarding and dignity in care.
  • Handling and securing wheelchairs and mobility aids.
  • Mandatory training on learning disability and autism appropriate to their role, in line with the Oliver McGowan Mandatory Training requirements and the Oliver McGowan code of practice.
• Journey logs:
  • A record must be maintained of all journeys, including departure and arrival times, route taken, and any incidents.
  • Any delays, breakdowns, or medical emergencies must be documented and reported.

Compliance with Infection Control and Hygiene Protocols

To protect service users from infection and maintain high hygiene standards, all vehicles must adhere to strict infection control measures, especially when transporting individuals who may be vulnerable due to age, disability, or medical conditions.

1. Vehicle Hygiene Procedures

• Regular cleaning schedules:
  • Vehicles must be cleaned daily, with high-contact areas such as door handles, seatbelts, and handrails disinfected before and after each journey.
  • Weekly deep cleaning must be conducted to ensure long-term hygiene maintenance.
• Use of personal protective equipment (PPE):
  • Staff should wear appropriate PPE when assisting service users, particularly if they have respiratory illnesses or require close contact support.
• Ventilation:
  • Where possible, vehicle windows should be opened to improve airflow, reducing the risk of airborne infections.
• Hand hygiene:
  • Hand sanitisers must be available in all vehicles for staff and service users to use before and after journeys.

2. Infection Control for High-Risk Service Users

For service users who are immunocompromised or have specific health vulnerabilities:

• Additional disinfection measures should be taken, such as cleaning all surfaces with hospital-grade disinfectant after each use.
• Staff must follow infection control policies, including wearing gloves and masks when necessary.
• Special travel arrangements may be required, such as individual transportation for those at high risk of infection.

3. Responding to Illness or Medical Emergencies

• If a service user becomes unwell during transport, the journey must be stopped at the nearest safe location, and emergency medical support must be sought if necessary.
• Any suspected cases of infectious diseases (e.g., COVID-19, flu, norovirus) must be reported immediately, and the vehicle must be disinfected before further use.
• Staff should be trained in basic first aid and emergency response to ensure prompt action can be taken when needed.

Documentation and Review of Risk Assessments

To ensure that transportation safety measures remain effective, risk assessments and safety procedures must be:

• Regularly reviewed: Risk assessments should be updated every six months or sooner if a service user’s needs change.
• Recorded and monitored: All assessments must be documented, and staff must be informed of any updates.
• Audited periodically: Management should conduct audits to assess compliance with risk assessments, vehicle safety standards, and infection control protocols.

7. Supporting Service Users During Travel

Supporting service users during travel goes beyond simply transporting them from one place to another. It involves ensuring their comfort, safety, emotional well-being, and independence while helping them access essential services, healthcare, and social activities. Staff accompanying service users must provide a compassionate and person-centred approach, recognising the unique needs of each individual and adapting support accordingly.

7.1 Providing Reassurance and Emotional Support During Journeys

Travel can be an anxiety-inducing experience for some service users, particularly those with dementia, autism, anxiety disorders, or physical disabilities. To ensure a positive experience, staff must offer emotional reassurance and create a calm, supportive environment.

Key Support Strategies:

• Clear Communication:
  • Explain the journey in advance, including expected travel time and any stops along the way.
  • Use simple and clear language, adjusting communication styles based on individual needs (e.g., visual aids for service users with communication difficulties).
  • Staff must check and record any accessible communication needs in line with the Accessible Information Standard (for example, using pictures, symbols, easy-read materials or interpreters) and adapt their approach accordingly.
• Encouraging Familiarity and Routine:
  • Where possible, use the same transport staff and vehicles to reduce anxiety.
  • Follow preferred travel routines, such as taking familiar routes or playing a preferred radio station or calming music.
• Providing a Comfortable Environment:
  • Ensure the temperature inside the vehicle is appropriate.
  • Adjust seating arrangements to accommodate comfort and preferences (e.g., ensuring easy access for wheelchair users, supporting posture).
• Managing Anxiety and Challenging Behaviour:
  • For service users who may become agitated during travel, offer reassurance, distraction techniques, or sensory tools (e.g., fidget toys, calming music).
  • If a service user becomes highly distressed, staff should follow de-escalation techniques and, if necessary, stop the vehicle in a safe location to provide additional support.
• Respecting Personal Preferences and Privacy:
  • Some service users may prefer minimal conversation, while others benefit from engaging discussions. Staff should respect individual preferences.
  • Ensure privacy and dignity at all times, such as by using discreet language when discussing medical or personal matters.

By offering empathetic and person-centred support, staff can help service users feel more confident and secure when travelling.

7.2 Accompanying Service Users for Medical Appointments

Many service users require transportation and support for medical appointments, including GP visits, hospital check-ups, physiotherapy, or specialist consultations. Staff play a vital role in ensuring service users arrive safely, feel supported, and receive clear information about their healthcare.

Key Responsibilities of Accompanying Staff:

• Pre-Appointment Preparation:
  • Confirm the date, time, and location of the appointment.
  • Ensure the service user has any required documents (e.g., NHS number, identification, medication lists).
  • Conduct a pre-travel risk assessment, considering mobility aids, medical needs, or potential health risks during travel.
• Providing Support During the Appointment:
  • Offer reassurance and emotional support, particularly for service users who feel anxious about medical settings.
  • Ensure effective communication between the service user and healthcare professionals, clarifying any medical advice, treatment plans, or next steps.
  • If the service user consents, act as an advocate, helping them express concerns or preferences about their care.
  • Take notes or request written instructions to share with family members, care staff, or other professionals involved in the service user’s care.
• Post-Appointment Follow-Up:
  • Assist the service user in scheduling follow-up appointments if needed.
  • Ensure safe return home and check their well-being after the journey.
  • Update care plans with any new medical advice or treatment changes.
  • Report any concerns (e.g., changes in mobility, health deterioration) to relevant care professionals.

By ensuring service users are well-supported during medical appointments, staff help to improve health outcomes, reduce stress, and enhance overall well-being.

7.3 Facilitating Access to Social and Community Activities

Maintaining social connections and community engagement is essential for mental health, emotional well-being, and quality of life. Many service users rely on transportation services to attend social events, religious services, community groups, or family gatherings.

Encouraging Social Inclusion:

• Identifying Opportunities:
  • Work with service users to identify hobbies, interests, or community activities they enjoy.
  • Encourage participation in local clubs, religious services, day centres, and social outings.
• Providing Transport to Activities:
  • Arrange accessible and reliable transport to social or recreational activities.
  • Where needed, accompany service users to ensure their safety and enjoyment.
  • Coordinate with families and community groups to ensure appropriate arrangements.
• Supporting Independence:
  • Where possible, encourage service users to engage independently while staff remain on hand for support if required.
  • Allow service users to make choices about their participation and travel preferences.
• Monitoring Well-being and Encouraging Engagement:
  • Observe changes in mood or behaviour, as social isolation can lead to loneliness or depression.
  • Encourage regular social interaction, helping service users build and maintain relationships.
  • Respect cultural, religious, and personal preferences when facilitating social engagement.

8. Safeguarding and Emergency Procedures

Ensuring the safety and well-being of service users during transportation is a fundamental aspect of domiciliary care. Staff must adhere to strict safeguarding protocols and be prepared to respond effectively to emergencies, including vehicle breakdowns, accidents, and medical incidents.

Safeguarding Responsibilities

All staff involved in transportation must be aware of their safeguarding responsibilities to protect service users from abuse, neglect, or harm during travel. Safeguarding concerns may arise due to:

• Inappropriate behaviour from staff, service users, or members of the public.
• Signs of abuse, distress, or unexplained injuries observed during transport.
• Unsafe travel conditions, such as failure to secure wheelchairs properly or lack of supervision for vulnerable individuals.

Staff Responsibilities:

• Recognise and report safeguarding concerns:
  • If staff suspect or witness any form of abuse or neglect during transportation, they must report it immediately following the organisation’s safeguarding policy.
  • Records of concerns must be documented and escalated to the Safeguarding Lead or local authority where appropriate.
• Avoid unnecessary restrictions or restraint:
  • Staff must ensure that service users are supported in a dignified and least restrictive manner.
  • The use of physical restraint or restrictive practices during transportation should only occur if there is an immediate risk of harm and must be proportionate, justified, and documented.
  • If restraint is required, it must comply with Regulation 13 – Safeguarding service users from abuse and improper treatment​ and the Mental Capacity Act 2005.
• Ensure safe and respectful interactions:
  • Staff should ensure that conversations and interactions maintain confidentiality, respect, and professionalism.
  • Service users must never be left unattended in a vehicle unless it is safe and appropriate to do so.

Emergency Protocols

Unexpected incidents may occur during transportation, including vehicle breakdowns, road accidents, medical emergencies, or unexpected changes in a service user’s condition. Staff must be trained to respond appropriately.

Vehicle Breakdown Procedures

If a vehicle breaks down during transport, staff must:

• Ensure the immediate safety of service users by stopping the vehicle in a safe location, activating hazard lights, and securing the area.
• Call for roadside assistance or emergency services if required.
• Keep service users informed and reassured, ensuring their comfort while awaiting assistance.
• Arrange alternative transport if the delay is prolonged or service users are at risk.
• Report the breakdown to management and document the incident.

Duty of Candour Following Transport-Related Incidents

In addition to safeguarding and health and safety requirements, {{org_field_name}} has a statutory duty of candour to be open and honest when something goes wrong during transport that causes, or has the potential to cause, moderate or severe harm or prolonged psychological harm. We will:

• Inform the service user and/or their representative as soon as practicable about the incident, what is known at that point, and what will happen next.
• Offer a meaningful apology and explain any immediate support or treatment required.
• Provide written follow-up with more detail once investigations are completed.
• Record the incident, notification, apology and learning in our incident reporting and governance systems, and act on any learning to reduce the risk of recurrence.

Road Traffic Accident Procedures

If a vehicle is involved in an accident, staff must:

• Check for injuries and administer first aid if necessary.
• Call emergency services (999 or 112) if medical attention is required.
• Ensure service users remain safe, calm, and comfortable while waiting for emergency responders.
• Exchange insurance details if another vehicle is involved.
• Report the incident immediately to management and complete an incident report.

Medical Emergency During Travel

If a service user experiences a medical emergency (e.g., seizure, breathing difficulties, sudden illness), staff must:

• Pull over in a safe location and assess the situation.
• Call 999 for emergency medical assistance if required.
• Provide first aid while waiting for paramedics.
• Contact the next of kin or care provider to inform them of the situation.
• Document the incident in the service user’s care records.

9. Consent and Record Keeping

To ensure that service users’ rights, preferences, and safety are respected, proper consent and record-keeping procedures must be followed for all transportation services.

Obtaining and Documenting Consent

• Service user consent must be obtained before any transportation is arranged.
• If a service user lacks capacity, decisions must follow the Mental Capacity Act 2005, ensuring best interest decisions are made with input from family members or legal representatives​.
• Consent should be documented in the service user’s care plan, specifying:
  • Preferred transportation methods.
  • Mobility assistance needs.
  • Any restrictions or special considerations (e.g., travel anxiety, sensory preferences).

When obtaining consent, staff must make sure that information about transport options, risks and alternatives is communicated in an accessible way, taking account of the person’s language, literacy and communication needs in line with the Accessible Information Standard. Where consent is given or refused, the method used to support understanding (for example, easy-read, pictorial guide, interpreter) should be recorded in the care plan.

Maintaining Accurate Records

All transportation activities must be logged and recorded to ensure accountability and compliance with Regulation 17 – Good Governance​. Records should include:

• Date, time, and destination of each journey.
• Mileage logs for company vehicles.
• Any incidents, delays, or safeguarding concerns.
• Signatures from staff and service users (if appropriate) to confirm travel completion.

Proper record-keeping ensures transparency, safety, and compliance with care regulations. All transport records will be managed in line with {{org_field_name}}’s Data Protection and Confidentiality policies and applicable UK data protection legislation.

10. Complaints and Feedback

Providing a clear, accessible, and responsive complaints process ensures that service users and their families can raise concerns about transportation services.

Raising a Concern

• Service users, family members, or representatives can submit complaints:

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}}

5) Online via our website: {{org_field_website}}

• Complaints should be acknowledged within 3 working days, and an investigation must be conducted in line with Regulation 16 – Receiving and Acting on Complaints​.

Complaint Investigation Process

• All complaints must be documented and reviewed by management.
• If a concern relates to staff behaviour, safety issues, or safeguarding, it must be escalated to the appropriate regulatory body.
• Following investigation, a formal response should be provided, outlining:
  • Any actions taken.
  • Any changes implemented to improve services.
  • Contact information for escalating complaints further if not resolved.

Continuous Service Improvement

• Complaints and feedback should be reviewed regularly to identify patterns or areas for improvement.
• Service users should be encouraged to provide positive feedback to recognise good practice and identify strengths.

For more details about complaints please see our “Receiving and Acting on Complaints Policy”

11. Policy Review

To ensure the Transportation and Accompanying Service Users Policy remains up to date, compliant, and effective, it must be regularly reviewed and updated.

Policy Review Schedule

• This policy will be reviewed annually by management.
• The review must consider:
  • Changes in legislation and statutory guidance, including updates to the Health and Social Care Act 2008, the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014, the Health and Care Act 2022 and associated Oliver McGowan code of practice, the Care Act 2014 and the Road Traffic Act 1988.
  • Updates to CQC regulations, guidance and the single assessment framework, particularly where they relate to safe transport, safeguarding, staffing and governance.
  • Any changes to the Accessible Information Standard or associated equality duties.
  • Feedback from service users, staff, and external regulatory bodies.
  • Any incidents, complaints, or safeguarding concerns raised regarding transportation services, including duty of candour notifications.
  • Improvements in best practice, including new safety measures, training or technological advancements relevant to transport and escort services.

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