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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:

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:

What is Covered?

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

Who Benefits from this Policy?

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:

Care Act 2014 – Promoting Well-being and Independence

Road Traffic Act 1988 – Legal Requirements for Driving Safety

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.

4.1. Safety First

4.2. Dignity and Respect

4.3. Person-Centred Support

4.4. Consent and Choice

5. Accessibility

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:

6.2 Assessing Travel-Related Risks

The following risk factors must be assessed before each journey:

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

Before any journey, the following vehicle safety checks must be completed:

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:

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

2. Infection Control for High-Risk Service Users

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

3. Responding to Illness or Medical Emergencies

Documentation and Review of Risk Assessments

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

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:

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:

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:

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:

Staff Responsibilities:

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:

Road Traffic Accident Procedures

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

Medical Emergency During Travel

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

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

Maintaining Accurate Records

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

Proper record-keeping ensures transparency, safety, and compliance with care regulations.

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

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: {{out_of_hours}}

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

Complaint Investigation Process

Continuous Service Improvement

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

Improvements in best practice, including new safety measures, training, or technological advancements.


Responsible Person: {{org_field_registered_manager_first_name}} {{org_field_registered_manager_last_name}}
Reviewed on:
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Next Review Date:
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