DCW72-Managing Delayed and Missed Visits Policy

Registration Number: {{org_field_registration_no}}

Managing Delayed and Missed Visits Policy

1. Purpose

The purpose of this policy is to ensure that all home care visits provided by {{org_field_name}} are delivered as scheduled, and that in the event of a delay or missed visit, appropriate actions are taken to safeguard service users and maintain compliance with the Regulation and Inspection of Social Care (Wales) Act 2016and The Regulated Services (Service Providers and Responsible Individuals) (Wales) Regulations 2017. This policy outlines clear protocols to prevent, manage, and mitigate the risks associated with delayed or missed visits, ensuring the safety, dignity, and well-being of service users.

2. Scope

This policy applies to all care staff, care coordinators, Registered Managers, Responsible Individuals, and administrative staff involved in scheduling and monitoring home care visits. It covers preventing, reporting, managing, and mitigating risks associated with delayed or missed visits, ensuring continuity of care and compliance with CIW requirements. It also applies to service users, their families, and representatives, providing them with clear guidance on how delayed or missed visits will be handled.

3. Principles of Managing Delayed and Missed Visits

3.1 Person-Centred and Proactive Approach

{{org_field_name}} is committed to delivering person-centred care, where the needs and well-being of service users are prioritised. Visits must be planned efficiently to minimise the risk of delays or missed visits, and in cases where delays occur, prompt action must be taken to inform the service user and ensure their safety. All decisions must align with the principles of dignity, respect, and personalised care, ensuring service users are not put at risk due to scheduling issues.

3.2 Preventing Delayed or Missed Visits

To minimise the occurrence of delayed or missed visits, {{org_field_name}} implements a robust scheduling and monitoring system that includes: Advanced rota planning, ensuring that care visits are allocated efficiently, avoiding overburdening staff and minimising last-minute changes. Real-time digital monitoring, allowing office staff to track care workers’ progress and receive live updates on visit statuses. Adequate staffing levels, ensuring that there is sufficient coverage to accommodate sickness, absences, or emergencies. Backup carers, identifying and allocating alternative staff to cover visits in cases of emergency. Clear communication protocols, ensuring care workers report delays or unexpected incidents as soon as they arise. Ongoing staff training, ensuring carers understand the importance of punctuality and effective time management.

3.3 Identifying a Delayed or Missed Visit

A visit is considered delayed if the carer has not arrived within 15 minutes of the scheduled time unless prior notice has been given to the service user. A visit is considered missed if the carer fails to attend without prior notice, or if the visit is significantly delayed, leading to the service user not receiving the expected level of care. Real-time alerts through the digital monitoring system allow care coordinators to quickly identify if a visit has not been logged as started. If a carer has not checked in at the service user’s location within the expected time, an automated notification will be sent to the office, prompting immediate action.

3.4 Immediate Actions for a Delayed Visit

If a delay is identified, the following steps must be taken: The care worker must immediately notify the office, explaining the reason for the delay. The service user or their representative must be informed, providing an estimated arrival time and offering reassurance. The care coordinator will assess the level of risk, prioritising urgent visits where care is essential for health and safety. If the delay exceeds 30 minutes, a backup carer must be allocated, ensuring continuity of care. All communication and actions taken must be recorded in the service user’s digital care record.

3.5 Immediate Actions for a Missed Visit

If a visit is missed, the following urgent actions must be taken: An immediate welfare check must be carried out, calling the service user or their emergency contact to ensure their safety. If the service user is unresponsive, an emergency home visit must be arranged, or emergency services must be contacted if there are concerns for their well-being. A replacement care worker must be allocated immediately, and the service user must be informed of the new arrangements. The Registered Manager must be notified, and a full investigation into the cause of the missed visit must begin. A record of the missed visit and subsequent actions must be logged, ensuring transparency and regulatory compliance.

3.6 Risk Management and Escalation Procedures

Each service user is assessed for risk factors at the point of their initial assessment, identifying individuals for whom a missed visit would pose a critical risk. These individuals are flagged as high-priority in the digital monitoring system. If a missed visit occurs for a high-risk service user, escalation protocols must be followed, including immediate senior management intervention and emergency services engagement if necessary.

3.7 Reporting and Recording Missed Visits

All missed visits must be formally recorded, including: The reason for the missed visit, if known. The actions taken to resolve the issue. Any impact on the service user’s health or well-being. Steps taken to prevent recurrence. Missed visits are reviewed in monthly operational meetings, where patterns and root causes are analysed to prevent future occurrences. Regulatory bodies, including CIW, must be informed if a missed visit leads to significant harm or places a service user at risk.

4. Efficiency in Managing Delayed and Missed Visits

To ensure efficiency in managing visit schedules, {{org_field_name}} employs: Automated scheduling software, reducing human error and ensuring real-time monitoring of visits. Real-time GPS tracking, allowing staff to see care workers’ locations and expected arrival times. Immediate response teams, ensuring delays and missed visits are dealt with swiftly. Comprehensive incident review procedures, ensuring lessons are learned from previous issues. Enhanced staff training, focusing on reliability, punctuality, and problem-solving in case of delays.

5. Service User Communication and Transparency

Service users must be informed from the outset about how delayed and missed visits are managed. During the initial service agreement, they must be provided with: A copy of this policy, explaining how we handle delayed or missed visits. A designated contact number, allowing them to report concerns or seek reassurance if a visit is delayed. Regular updates, ensuring that they are informed of any changes as soon as possible.

6. Related Policies

This policy should be read alongside: Emergency and Business Continuity Plan (DCW19), Risk Management and Assessment Policy (DCW18), Receiving and Acting on Complaints Policy (DCW14), Person-Centred Care Policy (DCW07), Staff Supervision, Training, and Development Policy (DCW27).

7. Policy Review

This policy will be reviewed annually or sooner if legislative changes occur or operational improvements are identified.

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.