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{{org_field_name}}

Registration Number: {{org_field_registration_no}}

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Lone Working and Staff Safety Policy

1. Purpose

The purpose of this policy is to ensure the safety, security, and well-being of all staff who work alone while delivering care services at {{org_field_name}}. As a domiciliary care provider, many of our staff members work independently in service users’ homes, and it is essential to have robust procedures in place to minimise risk.

This policy outlines risk assessment, communication strategies, emergency response, and support mechanisms for lone workers. This policy has regard to 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 providers of care home and domiciliary support services (last updated 27 March 2024). It also supports compliance with relevant health and safety legislation and good practice for lone working, including robust risk assessment, safe systems of work, incident reporting, and staff support.

2. Scope

This policy applies to:

• All employees at {{org_field_name}} who work alone or without direct supervision.
• Registered Managers and Senior Staff responsible for managing lone workers.
• External professionals or volunteers who may work alone while representing {{org_field_name}}.

It covers:

• Risk assessment and prevention
• Roles and responsibilities
• Communication and monitoring systems
• Emergency response procedures
• Staff training and support

3. Risk Assessment and Prevention

3.1 Identifying Lone Working Risks

We conduct comprehensive risk assessments for all lone working situations to identify potential hazards, including:

• Environmental risks (unsafe neighbourhoods, isolated locations, dangerous pets).
• Service user-specific risks (aggression, mental health issues, history of violence).
• Medical emergencies (staff facing sudden illness or injury while working alone).
• Accidents (falls, manual handling injuries, road traffic incidents while traveling to visits).

Risk assessments will also consider whether CCTV, video doorbells, audio recording or other surveillance is in use within the service user’s home, and the impact this may have on staff safety, privacy and professional boundaries. Where surveillance is identified, this will be recorded and managed in line with organisational guidance, and staff will be informed before attending.

Risk assessments are reviewed annually or sooner if conditions change.

3.2 Preventative Safety Measures

• Staff must complete a risk assessment before providing care in a new service user’s home.
• Service users with known risks (e.g., violent behaviour) will have a two-person visit policy.
• Care schedules are designed to minimise high-risk lone working situations, such as late-night visits.
• Lone workers carry personal alarms and are trained on their use.

4. Roles and Responsibilities

4.1 Responsibilities of the Registered Manager

• Ensures lone working policies and procedures are in place.
• Conducts risk assessments and implements appropriate control measures.
• Provides training and support for lone workers.
• Maintains an incident log for all lone worker-related concerns.

4.2 Responsibilities of Lone Workers

• Follow all lone working procedures and complete mandatory risk assessment checks before visits.
• Use check-in systems and maintain regular communication with managers.
• Report all safety concerns, near misses, or incidents immediately.
• Carry an ID badge and emergency contact information at all times.

4.3 Responsibilities of Office-Based Staff

• Maintain up-to-date staff location logs.
• Monitor lone worker check-ins and escalate if a worker fails to respond.
• Provide support during emergencies.

5. Communication and Monitoring Systems

5.1 Lone Worker Monitoring System

• Staff must check in and out before and after each home visit via:
  • Dedicated mobile app (if available).
  • Text message to management with estimated visit duration.
  • Phone call check-in if in a high-risk environment.
• If a lone worker fails to check in, a predefined escalation protocol is followed.

5.2 Information governance and privacy (GPS, lone worker apps and devices)

Where we use GPS-enabled work phones, lone worker apps, or panic-alarm features, this is done lawfully, fairly and transparently and only to support staff safety and service continuity. We will:

• provide staff with clear written information about what data is collected, when (during working time only), who can access it, and why;
• restrict access to authorised managers/on-call staff on a need-to-know basis;
• retain location/monitoring data only for as long as necessary for safety, investigation and governance purposes, then securely delete it;
• record and manage any concerns about monitoring through supervision and management oversight; and
• complete and keep under review any required privacy/risk assessments for the technology in use.

5.3 GPS Tracking and Emergency Alerts

• GPS-enabled work phones allow staff locations to be monitored during shifts.
• In case of an emergency, staff can activate a panic alarm feature which alerts management.

5.4 Code Words for Emergency Situations

• If a worker feels unsafe but cannot openly seek help, they can use a predefined code phrase when calling the office.
• Upon hearing the code phrase, the office team initiates the emergency protocol.

6. Emergency Response Procedures

6.1 Dealing with Aggressive Behaviour

If a service user becomes verbally or physically aggressive, the lone worker must:

• Leave the premises immediately if safe to do so.
• Contact emergency services (999) if under threat.
• Inform the Registered Manager immediately.

Following an incident, a full review is conducted to assess whether future care should continue.

6.2 Medical Emergencies

• If a lone worker experiences a medical emergency, they must:
  • Use their panic alarm or call 999 if able.
  • If unable to call, office staff will initiate a welfare check if they fail to check in at the expected time.
• If a service user has a medical emergency, staff must:
  • Call 999 immediately.
  • Stay with the service user until emergency services arrive.
  • Report the incident to management and document actions taken.

6.3 Missing or Unresponsive Lone Worker

If a lone worker fails to check in and cannot be reached:

• The on-call manager will attempt to contact them.
• If unsuccessful, next of kin or emergency contacts are notified.
• If necessary, police may be called to conduct a welfare check.

7. Staff Training and Support

7.1 Staff access to procedures and understanding

Lone working arrangements form part of staff induction and ongoing supervision. Staff will have access to up-to-date policies and procedures relevant to lone working, incident reporting, confidentiality and data protection, and will be supported to understand and follow these requirements in practice.

• All staff receive annual lone working training, covering:
  • Recognising and managing risks.
  • Conflict resolution and de-escalation techniques.
  • Emergency response procedures.
  • Safe travel and personal security.
• New employees undergo enhanced lone working training before their first unsupervised visit.

8. Incident Reporting and Investigation

• All lone working incidents, near-misses, and safety concerns must be reported to management.
• A full investigation is conducted, and any required safety improvements are implemented.
• Lessons learned are shared during staff meetings to prevent future incidents.

8.1 Statutory notifications to CIW and external reporting

In addition to internal reporting, the service will make statutory notifications to Care Inspectorate Wales (CIW) in line with Regulation 60 and Schedule 3 of the Regulated Services (Service Providers and Responsible Individuals) (Wales) Regulations 2017 (as amended). Notifications will be submitted via CIW Online and within the relevant required timescales. Legislation.gov.uk

For a domiciliary support service, this includes (where applicable) notifying CIW of:

• any abuse or allegation of abuse involving the provider and/or a member of staff/volunteer;
• serious accident or injury to an individual;
• outbreak of infectious disease;
• any incident reported to the police;
• any events which prevent, or could prevent, the provider from continuing to provide the service safely;
• and any other Schedule 3 notifications relevant to the service.

Where an incident is reportable under other legal duties (for example to the Health and Safety Executive under RIDDOR, or to the police), the Registered Manager will ensure those reports are also made and appropriately recorded.

9. Monitoring and Compliance

• The Registered Manager reviews lone worker policies annually to ensure effectiveness.
• CIW will be notified in line with Regulation 60 and Schedule 3 requirements, including where events occur that prevent, or could prevent, the service from being provided safely, or where other Schedule 3 notifiable events apply. Notifications will be made via CIW Online within required timescales and a record kept of the notification and outcome.
• Feedback from lone workers is gathered regularly to improve safety procedures.

10. Related Policies

This policy should be read in conjunction with:

• Health and Safety at Work Policy (DCW16)
• Risk Management and Assessment Policy (DCW18)
• Emergency and Business Continuity Plan (DCW19)
• Safeguarding Adults from Abuse and Improper Treatment Policy (DCW13)
• Whistleblowing (Speaking Up) Policy (DCW29)

11. Policy Review

This policy will be reviewed annually or sooner if legislation, CIW requirements, or operational risks change. Updates will be communicated to all staff, and additional training provided if necessary.

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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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