DCW128-Requesting Medical Support: GP, Paramedic, and Specialist Services Policy

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Requesting Medical Support: GP, Paramedic, and Specialist Services Policy

1. Purpose

The purpose of this policy is to provide clear guidance on how our domiciliary care service effectively identifies, requests, and coordinates medical support for service users, ensuring timely access to GPs, paramedics, and specialist healthcare services. This policy ensures compliance with the Regulation and Inspection of Social Care (Wales) Act 2016, the Social Services and Well-being (Wales) Act 2014, and the NHS Wales healthcare framework.

Our organisation is committed to safeguarding the health and well-being of service users by ensuring that all staff are trained to recognise health concerns, escalate issues appropriately, and work collaboratively with healthcare professionals. This policy outlines the process for identifying medical needs, requesting urgent and non-urgent support, and documenting all interactions to maintain high standards of care and accountability.

2. Scope

This policy applies to:

All staff members involved in service user care, including carers, supervisors, and managers.
Service users and their families who require assistance in accessing medical support.
GPs, paramedics, NHS services, and private healthcare professionals.
Emergency and specialist medical services, including mental health support and palliative care teams.

It covers:

Identifying when medical support is required.
Contacting and liaising with GPs for routine and urgent care.
Requesting emergency assistance from paramedics.
Accessing specialist healthcare services.
Communicating with service users, families, and healthcare professionals.
Documenting and monitoring health-related interactions.

3. Identifying When Medical Support is Required

3.1 Recognising Signs of Health Deterioration

All care staff are trained to identify symptoms of illness, injury, and deteriorating health in service users, including:

Physical symptoms such as fever, pain, difficulty breathing, swelling, or loss of consciousness.
Cognitive or neurological symptoms, including confusion, seizures, or sudden behavioural changes.
Mental health concerns, including signs of depression, anxiety, or self-harm.
Medication-related issues, including side effects, missed doses, or reactions.

If a staff member notices any changes in a service user’s condition, they must:

Assess the severity of the situation.
Record observations in the care plan.
Report the issue to a senior staff member or the Registered Manager ({{org_field_registered_manager_first_name}} {{org_field_registered_manager_last_name}}).
Contact the appropriate medical professional based on the urgency of the situation.

4. Requesting Medical Support

4.1 Contacting a General Practitioner (GP)

For non-urgent health concerns, staff should:

Encourage service users or their families to contact the GP directly if they are able to do so.
If support is required, staff must:
- Obtain verbal consent from the service user (unless they lack capacity).
- Call the GP surgery and provide clear details of the concern.
- Request a home visit if the service user cannot attend the practice.
- Follow up on any prescriptions, referrals, or medical instructions.
Document the GP’s advice and any actions taken in the service user’s care notes.

For urgent medical concerns that do not require emergency services, staff should:

Request a same-day GP appointment or phone consultation.
Ensure the service user has transportation and support if attending in person.
Liaise with the service user’s family or advocate to coordinate care if necessary.

4.2 Requesting Emergency Assistance (Paramedics/999 Services)

For life-threatening situations or severe health deterioration, staff must:

Call 999 immediately and provide:
- Service user’s name, address, and medical history.
- Clear description of symptoms and condition.
- Any relevant medication or pre-existing conditions.
Stay with the service user, providing reassurance and basic first aid if necessary.
Contact the service user’s emergency contact or next of kin.
Inform the Registered Manager and complete an incident report.

Common emergencies requiring immediate paramedic support include:

Severe breathing difficulties or chest pain.
Stroke symptoms (face drooping, speech difficulty, limb weakness).
Uncontrolled bleeding or severe trauma.
Severe allergic reactions (anaphylaxis).
Loss of consciousness or unresponsiveness.
Severe mental health crisis requiring urgent intervention.

4.3 Accessing Specialist Medical Services

Some service users require specialist healthcare input, including:

Community nurses for wound care, catheter care, or injections.
Palliative care teams for end-of-life support.
Mental health crisis teams for urgent psychiatric assessments.
Physiotherapists, occupational therapists, and dietitians for ongoing care.

To arrange specialist services:

Staff must liaise with the GP for referrals.
Ensure service user consent is obtained where appropriate.
Follow up with hospital or community teams to ensure appointments are attended.
Record all interactions, appointments, and recommendations in care records.

5. Communication and Documentation

5.1 Informing Service Users and Families

All medical requests must be communicated to service users in a clear and compassionate manner. If the service user lacks capacity, staff must:

Inform the next of kin or legal representative.
Follow the Mental Capacity Act 2005 guidelines to act in the service user’s best interest.
Ensure that decisions align with the service user’s care plan and preferences.

5.2 Accurate Record-Keeping

To ensure transparency and regulatory compliance, staff must document:

Date and time of the medical request.
Symptoms and reason for contacting healthcare services.
Advice given by GP, paramedic, or specialist.
Actions taken, including medications administered or referrals made.
Follow-up requirements.

All records must be legible, factual, and stored securely, following GDPR and CIW data protection regulations.

6. Staff Training and Responsibilities

All staff must:

Complete mandatory training in recognising medical emergencies, first aid, and safeguarding.
Be aware of local NHS and emergency service protocols.
Follow confidentiality and consent guidelines when liaising with medical professionals.
Seek guidance from senior staff if unsure about a medical situation.

Failure to adhere to this policy may result in disciplinary action, as outlined in the Disciplinary and Grievance Policy (DCW31).

7. Related Policies

This policy should be read in conjunction with:

Medication Management and Administration Policy (DCW21).
Safeguarding Adults from Abuse and Improper Treatment Policy (DCW13).
Mental Capacity and Deprivation of Liberty Safeguards Policy (DCW39).
Risk Management and Assessment Policy (DCW18).
Confidentiality and Data Protection Policy (DCW34).

8. Policy Review

This policy will be reviewed annually or sooner if changes in legislation, best practice guidelines, or operational requirements occur. The Registered Manager is responsible for its implementation

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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