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{{org_field_name}}

Registration Number: {{org_field_registration_no}}

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Delayed and Missed Visits Contingency Plan

1. Purpose

The purpose of this policy is to outline how {{org_field_name}} effectively manages delayed and missed visits, ensuring continuity of care, safety, and dignity for the people we support. This policy aligns with the Health and Social Care Standards (HSCS), National Care Standards: Care at Home, and SSSC Codes of Practice to maintain high-quality service delivery. Delayed or missed visits can have a significant impact on the well-being of individuals, especially those who rely on scheduled care for medication, mobility assistance, or personal care. Therefore, {{org_field_name}} is committed to minimising disruptions and implementing immediate corrective actions where necessary.

2. Scope

This policy applies to all staff, including management, care workers, and coordinators responsible for scheduling and delivering care services. It covers actions required when a visit is delayed or missed, ensuring prompt response and communication with the people we support, their families, and relevant professionals. This policy applies across all areas of care provision, including scheduled domiciliary care, overnight support, and emergency care visits.

3. Related Policies

• Emergency Response Plan
• Safeguarding Policy
• Lone Working Policy
• Communication Policy
• Personal Plans Policy
• Incident Reporting and Investigation Policy
• Staff Training and Development Policy
• Complaints and Feedback Policy

4. Definitions

• Delayed Visit: A scheduled visit that is expected to be more than 15 minutes late.
• Missed Visit: A scheduled visit that does not take place as planned due to unforeseen circumstances such as staff illness, transport issues, or administrative errors.
• High-Risk Visit: Any visit involving individuals who require time-sensitive medical assistance, essential medication, or critical mobility support.
• Non-Urgent Visit: Visits that provide companionship or general assistance but do not involve immediate health risks.

5. Responsibilities

• Registered Manager: Ensures implementation, monitoring, and staff compliance with this policy. Provides overall governance and reviews incidents for patterns requiring intervention.
• Care Coordinators: Oversee scheduling, identify risks, and take corrective action when visits are delayed or missed. Communicate effectively with care workers, families, and people we support to mitigate risks.
• Care Workers: Report any delays or missed visits immediately, ensuring alternative arrangements are in place. Follow the organisation’s escalation procedures to manage incidents effectively.
• On-Call Team: Available 24/7 to address urgent cases related to missed or delayed visits. Provide immediate support for critical incidents and liaise with emergency services if necessary.
• Administrative and Scheduling Team: Ensure the integrity of scheduling systems, manage backups, and respond to alerts regarding potential delays.

6. Preventative Measures

To minimise the risk of delayed or missed visits, {{org_field_name}} implements the following measures:

• Robust Scheduling: Utilising digital rota management systems to allocate visits efficiently, ensuring no overlaps or overbooking.
• Traffic and Route Planning: Staff are provided with real-time travel information, alternative routes, and estimated arrival times to avoid delays due to traffic conditions.
• Backup Staffing: Maintaining a pool of on-call staff to cover absences or emergencies.
• Automated Alerts: Staff receive reminders for upcoming visits, ensuring punctuality and reducing human errors in scheduling.
• Regular Communication: Continuous updates between care workers, coordinators, and families to pre-empt potential issues.
• Weather and Emergency Planning: Preparing for adverse weather conditions by implementing contingency travel plans and pre-emptive rescheduling.
• Workload Management: Ensuring staff are not overloaded with excessive visits, which could lead to delays and increased stress.
• Ongoing Training: Conducting periodic training sessions for staff on effective time management, emergency response, and escalation procedures.

7. Actions for Delayed Visits

1. Immediate Notification: Care workers must notify the Care Coordinator as soon as they anticipate being late.
2. People We Support Contact: The Care Coordinator informs the individual receiving care and, if necessary, their family or advocate.
3. Alternative Arrangements: If the delay exceeds 30 minutes and causes significant inconvenience, alternative staffing arrangements must be considered.
4. Prioritisation of High-Risk Visits: If the person receiving care is in urgent need of support, the visit will be escalated for immediate coverage.
5. Record Keeping: The reason for the delay, actions taken, and any impact on the individual must be logged in their care records.
6. Follow-up: After completion of the visit, staff must check in with the person receiving care to ensure their needs were fully met despite the delay.

8. Actions for Missed Visits

1. Emergency Alert: Care workers who cannot attend a visit must inform the Care Coordinator immediately.
2. Urgent Replacement: The Care Coordinator assigns an alternative care worker or reschedules the visit as a priority.
3. Notification: The individual receiving care and their family (if applicable) must be informed of the change and new visit time.
4. Escalation Procedures: If no immediate cover is available, the Registered Manager ({{org_field_registered_manager_first_name}} {{org_field_registered_manager_last_name}}, Contact: {{org_field_registered_manager_phone}}, Email: {{org_field_registered_manager_email}}) must be notified to assess risks and implement contingency measures. In case of further escalation, the Nominated Individual ({{org_field_nominated_individual_first_name}} {{org_field_nominated_individual_last_name}}, Contact: {{org_field_nominated_individual_phone}}, Email: {{org_field_nominated_individual_email}}) should also be informed to ensure appropriate action is taken.
5. Critical Situations: If the missed visit results in a significant risk to the individual (e.g., missed medication, lack of personal care, mobility risks), emergency services will be contacted if necessary.
6. Incident Reporting: A formal report must be completed for every missed visit, outlining causes, impact, and corrective actions.
7. Review and Feedback: Post-incident reviews will be conducted to identify patterns and prevent future occurrences.

9. Communication and Reporting

• Real-time Monitoring: Care workers must check in and out of visits using the electronic monitoring system, which tracks punctuality and attendance.
• Internal Escalation: Any pattern of delays or missed visits must be reviewed by management to address systemic issues.
• Family and Advocate Involvement: Open communication with families to reassure them and keep them informed of any service disruptions.
• Care Inspectorate Notifications: If a missed visit results in significant harm or distress, it must be reported in line with Care Inspectorate regulations.
• Complaints Management: The people we support and their families must be informed about how to raise concerns regarding delays or missed visits.

10. Quality Assurance and Review

• Monthly Audits: The Registered Manager conducts monthly audits of visit punctuality, missed visits, and incident responses.
• Annual Policy Review: This policy is reviewed annually or earlier if there are changes in legislation, business needs, or feedback from the people we support.
• Staff Training: Regular training sessions are conducted to reinforce best practices in time management, communication, and contingency planning.
• Performance Monitoring: Staff members who consistently fail to meet punctuality standards will be provided with additional support, training, or disciplinary measures if necessary.
• Feedback Mechanism: A structured feedback system where care workers, people we support, and their families can provide input on improving visit reliability.

11. Policy Review

This policy will be reviewed annually or sooner if there are legislative updates, significant incidents, or operational changes. Feedback from care workers, the people we support, and regulatory bodies will be considered in every review cycle. {{org_field_name}} is committed to continual improvement and maintaining the highest standards of service delivery.

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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}}
Copyright © {{current_year}} – {{org_field_name}}. All rights reserved.