{{org_field_logo}}

{{org_field_name}}

Registration Number: {{org_field_registration_no}}

---

Emergency and Business Continuity Plan

1. Purpose

The purpose of this policy is to ensure that {{org_field_name}} maintains a robust Emergency and Business Continuity Plan that enables us to continue providing high-quality domiciliary care services in the event of an emergency or major disruption. This policy sets out our approach to risk assessment, emergency preparedness, response and recovery in line with the Regulation and Inspection of Social Care (Wales) Act 2016, the Regulated Services (Service Providers and Responsible Individuals) (Wales) Regulations 2017 (as amended) and the Welsh Government statutory guidance for care home and domiciliary support services (Version 3 – March 2024). It also supports compliance with continuity of care requirements and the duties to record, report and notify relevant events to CIW and other authorities where required.

2. Scope

This policy applies to:

• All staff within {{org_field_name}}, including care workers, office-based staff, and management.
• Service users receiving domiciliary care and support.
• Stakeholders, including family members, healthcare professionals, and local authorities.

It covers:

• Emergency preparedness and response
• Business continuity measures
• Roles and responsibilities
• Communication protocols
• Post-emergency recovery

3. Risk Assessment and Emergency Preparedness

3.1 Identifying Potential Risks

We conduct regular risk assessments to identify emergencies that may disrupt care delivery, including:

• Natural disasters (e.g., flooding, storms, extreme weather).
• Utility failures (e.g., power outages, water supply disruption).
• Infectious disease outbreaks (e.g., flu, COVID-19, norovirus).
• Cybersecurity incidents (e.g., data breaches, system failures).
• Transport disruptions affecting staff travel.
• Major incidents (e.g., fire, terrorism, civil unrest).

Each risk is assessed based on likelihood, impact, and mitigation measures.

3.2 Emergency Preparedness Measures

• Emergency Response Team (ERT): A dedicated team responsible for coordinating responses to crises.
• Staff Training: All employees receive annual training on emergency procedures, first aid, fire safety, and infection control【34】.
• Service User Risk Assessments: Each care plan includes a contingency plan for emergencies.
• Supplies and Equipment: We maintain essential emergency supplies, such as PPE, medication backups, and battery-powered communication devices.

4. Emergency Response Procedures

4.1 Immediate Actions in an Emergency

When an emergency occurs, our priority is to ensure the safety and well-being of service users and staff. The following steps will be taken:

a) Activation of the Emergency Plan

• The Registered Manager or designated senior staff activates the Emergency Response Team.
• Emergency services and relevant authorities are notified as needed.

b) Ensuring Service User Safety

• Staff check on vulnerable service users and assess any immediate risks.
• If evacuation is necessary, staff follow the Fire Safety and Evacuation Procedures Policy (DCW20).
• Alternative care arrangements are made for service users requiring urgent medical support.

c) Staff Coordination

• Care workers are advised on changes in shift patterns, routes, and emergency roles.
• A staff recall system ensures availability for additional support.

d) Communication Protocols

• Key contacts (local authority, CIW, emergency services, family members) are notified.
• Service users and families receive regular updates via phone, email, or text.
• If digital systems fail, paper-based care records are used to ensure continuity.

4.2 Statutory notifications and regulatory reporting (CIW and other bodies)

We will make all required notifications to the service regulator and other relevant bodies in line with Regulation 60 and Schedule 3 of the Regulated Services (Service Providers and Responsible Individuals) (Wales) Regulations 2017 (as amended). Unless another timeframe is specified, notifications will be made without delay, in writing, and in the manner and form required by CIW (normally via CIW Online).

Notifiable events include (but are not limited to):

a) Accident or injury requiring treatment by a health care professional which has or may result in serious harm (for example impairment lasting more than 28 days, prolonged pain/psychological harm, or death/shortened life expectancy).

b) Any event that prevents, or could prevent, us from continuing to provide the service safely, including (as applicable): significant staffing shortfalls; major disruption to essential utilities or access to service systems; serious damage to premises used for delivering/organising the service; prolonged failure of heating or safety devices (where relevant).

c) Any other Schedule 3 events relevant to the service model (for example outbreaks where applicable, deaths, safeguarding-related notifications, or other events specified in Schedule 3).

Operational steps:

1. The Registered Manager (or delegated senior person) will decide whether the incident/event is notifiable and submit the notification via CIW Online.
2. The Responsible Individual will be informed immediately of any notifiable event and of any event that may impact safe service delivery or business continuity.
3. Where relevant, we will also notify commissioners/placing authorities and partner agencies (e.g., local authority, Health Board, safeguarding) in line with local procedures and contractual requirements.
4. A copy of each notification, supporting evidence and all actions taken will be retained in the service’s incident/business continuity records.

5. Business Continuity Measures

5.1 Maintaining Essential Services

• Priority service users (e.g., those requiring medication, personal care, or oxygen support) are identified for priority visits.
• Temporary staffing solutions (bank staff, agency staff) are used when needed.
• Remote working is enabled for office-based staff if premises are inaccessible.
• These arrangements are designed to ensure continuity of care that is reasonable to meet individuals’ needs, including maintaining safe delivery of essential visits and ensuring individuals are kept informed of any staffing changes that affect them.
• In any emergency we will implement staffing procedures that ensure sufficient and suitable staff are deployed to cover both the emergency and the routine work of the service, so that individuals’ care and support needs continue to be met safely.

5.2 Alternative Care Arrangements

In cases where care staff are unable to attend scheduled visits, we ensure:

• Family and informal carers are contacted for assistance.
• Neighbouring domiciliary care providers are engaged for temporary support.
• Local authority emergency care teams are notified if external assistance is required.

5.3 IT and Data Security in Emergencies

• All records are backed up daily and stored securely off-site and in the cloud.
• In case of system failure, staff use paper-based care logs to continue operations.
• Cybersecurity protocols ensure that service user data remains protected.

Where an emergency involves a suspected or actual personal data breach (including cyberattack/ransomware), we will manage and report it in line with UK GDPR/Data Protection Act requirements, including assessing whether notification to the Information Commissioner’s Office is required within 72 hours and whether affected individuals must be informed where there is a high risk to their rights and freedoms.

5.4 Financial and Resource Management

• Emergency funds are allocated to support additional staffing, transport, and supplies.
• Suppliers (e.g., medical equipment, PPE) are contracted to provide emergency stock replenishment.

6. Post-Emergency Recovery

6.1 Service Recovery Planning

Once the emergency is resolved, the Emergency Response Team initiates service restoration:

• Staff return to normal shift patterns.
• Service users are updated on the situation and any ongoing measures.
• A post-incident review is conducted to assess:
  • Effectiveness of the response.
  • Any gaps or areas for improvement.
  • Lessons learned for future emergencies.

6.2 Staff and Service User Well-being

• Counselling and mental health support is offered to those affected.
• A debriefing session allows staff to share feedback and concerns.

6.3 Compliance, duty of candour, recording and reporting

• We will comply with all statutory notification and reporting requirements (including CIW notifications via CIW Online) and will provide commissioners and relevant stakeholders with appropriate incident reports and updates.
• We will act with openness and transparency (duty of candour) with individuals receiving care and support and/or their representatives when things go wrong, including providing clear information about what happened, what we are doing to put things right and how we will reduce the risk of recurrence.
• All emergencies/incidents, decisions taken, notifications made and outcomes will be recorded and retained. Incident data will be analysed through our governance processes so that learning is captured and improvements are implemented without delay (including review of patterns/trends and audit of record accuracy/completeness).

7. Roles and Responsibilities

7.1 Responsible Individual (RI)

The Responsible Individual provides oversight and assurance that emergency and business continuity arrangements are effective, and that statutory notifications and governance actions are completed. The RI will ensure suitable arrangements are in place to notify CIW of relevant events where required and will support effective learning and improvement following emergencies/incidents.

7.2 Registered Manager

• Oversees all emergency preparedness and response measures.
• Ensures compliance with CIW regulations and local authority requirements.

7.3 Emergency Response Team (ERT)

• Coordinates emergency efforts, monitors risks, and communicates updates.
• Ensures service user safety and resource allocation.

7.4 Care Workers

• Follow emergency response procedures and risk assessment protocols.
• Report concerns immediately to senior management.

7.5 Administrative and IT Staff

• Ensure secure backup of records and maintain emergency communication channels.

8. Related Policies

This policy should be read in conjunction with:

• Health and Safety at Work Policy (DCW16)
• Fire Safety and Evacuation Procedures (DCW20)
• Infection Prevention and Control Policy (DCW17)
• Risk Management and Assessment Policy (DCW18)
• Data Protection and Confidentiality Policy (DCW34)

9. Policy Review

This policy and the associated emergency/business continuity arrangements will be reviewed at least annually and after any significant emergency, near miss, or notifiable event, or sooner where there are legislative/regulatory changes or learning from incidents. We will test key elements of the plan (including call-out/recall arrangements and continuity arrangements for essential visits) at least every 6 months, and record outcomes, actions and learning.

---

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.