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Missing Service User Response and Safeguarding Policy

1. Purpose

The purpose of this policy is to establish clear procedures for responding to incidents where a service user is reported as missing, ensuring a swift and coordinated approach to locating the individual, mitigating risk, and safeguarding their well-being. 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 aligns with CIW safeguarding protocols and multi-agency safeguarding arrangements.

Our home care service recognises that missing persons incidents can cause significant distress and risk to service users, their families, and staff. Our aim is to respond efficiently, proportionately, and in collaboration with emergency services and safeguarding partners to ensure that all service users are located safely and protected from harm.

2. Scope

This policy applies to:

• All staff, volunteers, and contractors within our domiciliary care service.
• Service users under our care, particularly those at risk due to cognitive impairment, physical vulnerability, or mental health conditions.
• Families, advocates, and external agencies involved in supporting service users.
• Local authorities, emergency services, and safeguarding teams who assist in locating missing individuals.

It covers:

• Definition of a missing service user and risk factors.
• Roles and responsibilities of staff in missing persons incidents.
• Immediate actions and escalation process when a service user is reported missing.
• Safeguarding considerations and risk management.
• Collaboration with emergency services and multi-agency working.
• Post-incident procedures, including reporting and learning reviews.

3. Definition of a Missing Service User and Risk Factors

A missing service user is any individual who:

• Fails to return home as expected.
• Leaves home or a supervised setting unexpectedly and their whereabouts are unknown.
• Does not attend a scheduled visit or appointment and is uncontactable.
• Has been reported missing by family, friends, or professionals due to concerns about their safety.

Risk factors that increase vulnerability include:

• Dementia, cognitive impairment, or learning disabilities leading to confusion or disorientation.
• Mental health conditions, including depression, anxiety, suicidal ideation, or psychosis.
• Physical health conditions or mobility issues, increasing the likelihood of falls or medical complications.
• A history of self-neglect, exploitation, or domestic abuse.
• Sudden behavioural changes, distress, or agitation before going missing.

4. Immediate Actions When a Service User is Reported Missing

4.1 Initial Assessment and Risk Evaluation

When a service user is reported missing, staff must immediately assess the risk level based on:

• The service user’s medical and mental health condition.
• Their mobility level and ability to self-care.
• The time since last contact and where they were last seen.
• Any known patterns of previous disappearances.
• Weather conditions and potential environmental hazards.

If the individual is identified as high risk, immediate escalation to emergency services and safeguarding teams is required.

4.2 Immediate Response and Escalation Process

1. Attempt Contact:
   • Call the service user’s mobile phone or landline.
   • Check if family members or friends have seen or heard from them.
   • Visit the service user’s home to check for signs of recent activity.
2. Search the Immediate Vicinity:
   • Staff should search the home and nearby areas, including local shops, parks, or known locations the service user frequents.
   • If the service user resides in sheltered accommodation or a care setting, check with staff and other residents.
3. Notify Emergency Contacts and Report to the Police (If Necessary):
   • If initial searches are unsuccessful or if there is immediate concern for safety, staff must call 999 and provide:
     • The service user’s full name, date of birth, physical description, and known medical conditions.
     • Their last known location and any places they may visit.
     • Any risk factors such as medication needs or vulnerability to harm.
4. Inform the Registered Manager and Safeguarding Lead:
   • The Registered Manager ({{org_field_registered_manager_first_name}} {{org_field_registered_manager_last_name}}) and the Safeguarding Lead ({{org_field_safeguarding_lead_name}}) must be notified immediately.
   • A serious incident log must be initiated.
5. Work with Police and Local Safeguarding Teams:
   • Provide police and safeguarding authorities with relevant background information.
   • Cooperate with the Wales Safeguarding Procedures and local authority missing persons protocols.

5. Safeguarding Considerations and Risk Management

5.1 Preventing Missing Person Incidents

To minimise risk, our organisation takes proactive measures such as:

• Conducting risk assessments for service users prone to wandering or self-neglect.
• Implementing GPS tracking technology or telecare solutions where appropriate.
• Encouraging family involvement in monitoring service user movements.
• Ensuring service users with memory loss or confusion have clear identification and contact details on them.
• Regular welfare checks for service users with mental health vulnerabilities.

5.2 Safeguarding at-Risk Individuals

For service users identified as high risk, we implement:

• Enhanced care planning, ensuring that all known risk factors are documented.
• Multi-agency collaboration, involving GPs, social workers, and crisis response teams.
• Increased visit frequency for individuals with a history of going missing.
• Mental capacity assessments, ensuring that individuals receive the appropriate legal protections under the Mental Capacity Act 2005.

6. Post-Incident Procedures and Learning Reviews

6.1 Safe Return and Well-Being Check

Once the service user is found, staff must:

• Conduct a welfare assessment to check for injuries, emotional distress, or signs of neglect or abuse.
• Ensure the service user is medically assessed if necessary.
• Provide emotional support and reassurance, involving family members or advocacy services as needed.

6.2 Reporting and Documentation

Following the incident, staff must:

• Complete a full incident report, detailing:
  • The timeline of events.
  • Who was involved in the search and response.
  • Actions taken and recommendations for future prevention.
• Submit the report to the Registered Manager for review.
• If required, update the service user’s care plan to reflect new risk management strategies.

6.3 Lessons Learned and Policy Improvements

To prevent recurrence, our organisation will:

• Conduct staff debriefs to discuss what worked well and what improvements are needed.
• Review safeguarding measures and update risk assessments.
• Identify training needs for staff on missing persons response and de-escalation techniques.
• Ensure compliance with CIW reporting obligations for serious incidents.

7. Related Policies

This policy should be read alongside:

• Safeguarding Adults from Abuse and Improper Treatment Policy (DCW13)
• Mental Capacity and Deprivation of Liberty Safeguards Policy (DCW39)
• Risk Management and Assessment Policy (DCW18)
• Whistleblowing (Speaking Up) Policy (DCW29)

8. Policy Review

This policy will be reviewed annually or sooner if changes occur in legislation, best practice, or specific incidents requiring policy adaptation.

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