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SL43-Transportation and Accompanying Service Users Policy

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Registration Number: {{org_field_registration_no}}

Transportation and Accompanying Service Users Policy

1. Purpose

The purpose of this policy is to outline the procedures and expectations for the safe, efficient, and person-centred transportation of {{org_field_name}}’s service users. The policy ensures that all transport-related activities align with regulatory requirements and best practices to maintain the safety, dignity, and independence of service users while promoting their well-being.

This policy is designed to:

This policy must also be read alongside the organisation’s Safeguarding Policy, Medicines Policy, Incident Reporting Policy, Consent and Mental Capacity Policy, Data Protection and Confidentiality Policy, Lone Working Policy, Equality and Human Rights Policy, and Complaints Policy.

2. Scope

This policy applies to all staff, agency workers, bank staff, volunteers, managers and third-party transport providers engaged by or on behalf of {{org_field_name}} when transporting, escorting, accompanying, or otherwise supporting service users to travel in connection with care and support delivery. In supported living, transportation is not treated as a stand-alone function; it forms part of the provider’s wider responsibilities to deliver safe, person-centred, lawful and coordinated care and support.

This policy applies to:

The policy applies to all forms of transportation and accompanying activities, including:

This policy applies whether transport is provided directly by the organisation, arranged by the organisation, or delivered by another person or provider while a member of staff is accompanying or supervising the service user. It includes journeys linked to healthcare appointments, social and community activities, education, employment, faith activities, shopping, holidays, visits to family or friends, and emergency travel.

Who Benefits from this Policy?

3. Legal and Regulatory Framework

The Transportation and Accompanying Service Users Policy aligns with key legal and regulatory requirements that govern the provision of care services and transportation in the health and social care sector. These regulations ensure that transportation services are safe, dignified, and person-centred, while also protecting service users and staff from harm.

Health and Social Care Act 2008 (Regulated Activities) Regulations 2014

The following regulations under this Act set the fundamental standards that must be met when transporting service users:

Care Act 2014 – Promoting Well-being and Independence​

Road Traffic Act 1988 – Legal Requirements for Driving Safety

Health and Care Act 2022 – Learning Disability and Autism Training

Other relevant legal and regulatory requirements

This policy must also be implemented in line with the Equality Act 2010, the Human Rights Act 1998, the Data Protection Act 2018, UK GDPR, and the Accessible Information Standard. This means the provider must make reasonable adjustments, respect privacy and family life, support people to communicate in ways they can understand, and only share transport- or appointment-related personal information on a lawful and need-to-know basis.

4. Principles

This policy is guided by key principles that ensure transportation is delivered safely, respectfully, and in a person-centred manner. These principles underpin all decisions and actions taken by care staff, drivers, and escorts when supporting service users with transport.

1. Safety First

2. Dignity and Respect

3. Person-Centred Support

4. Consent and Choice

Transportation and accompanying support must only be provided with the valid consent of the service user, except where another lawful basis applies. Staff must explain the proposed journey, support arrangements, destination, anticipated timings, and any relevant risks in a way the person can understand.

Consent is decision-specific and may be withdrawn. A person’s refusal to travel, or wish to change arrangements, must be respected unless there is a lawful reason to act otherwise.

Where there is reason to doubt a person’s capacity to make a decision about a particular journey or transport arrangement, staff must follow the Mental Capacity Act 2005 and the organisation’s Consent and Mental Capacity Policy. Any capacity assessment and best interests decision must be recorded clearly, involve relevant others where appropriate, and reflect the least restrictive option.

Staff must consider whether the person requires support from family, an advocate, an attorney, a deputy, or another lawfully authorised representative.

5. Accessibility

Information about journeys, appointments, delays, incidents, and complaints must be available in accessible formats and communicated in line with the Accessible Information Standard. Reasonable adjustments must be made for people with sensory loss, learning disability, autism, communication needs, mental health needs, cognitive impairment, or limited understanding of unfamiliar travel situations.

6. Risk Assessments and Safety Checks

Ensuring the safety of service users during transportation is a fundamental responsibility of {{org_field_name}}. Comprehensive risk assessments and regular safety checks must be conducted to identify and mitigate potential risks associated with travel. This section outlines the essential procedures for pre-transport risk assessments, vehicle and driver safety, and compliance with infection control and hygiene standards.

Pre-Transport Risk Assessment

Before transportation support is provided, the provider must complete an individual transport risk assessment for the service user where transport forms part of their care and support. This assessment must be reviewed regularly and whenever needs or circumstances change. In addition, staff must carry out a dynamic pre-journey check before each trip to confirm that the planned arrangements remain safe and suitable on that day.

Dynamic pre-journey checks must include confirmation of the service user’s current presentation, staffing arrangements, vehicle suitability, route, weather, equipment, medicines or emergency items required, and any new risks or changes since the last journey.

6.1 Identifying Mobility Support Needs

Each service user’s individual mobility requirements must be assessed before arranging transportation. Considerations include:

6.2 Assessing Travel-Related Risks

The following risk factors must be assessed before each journey:

Each risk assessment must be documented, and any adjustments or additional safety measures must be put in place before travel.

Vehicle and Driver Safety

To maintain high safety standards, all vehicles used for transporting service users must be regularly checked, properly maintained, and legally compliant. Drivers must also meet strict safety criteria.

Vehicle Safety Checks

Before any journey, the following vehicle safety checks must be completed:

Any faults or defects must be reported immediately, and the vehicle must not be used until repairs are completed.

Driver Safety Checks

Drivers must meet the following criteria before transporting service users:

Where a staff member uses a private vehicle for work purposes, the provider must verify that the vehicle is roadworthy and that insurance expressly covers business use and the carriage of passengers in connection with employment duties.

Use of Taxis and Private Hire Vehicles

Where taxis or private hire vehicles are used, staff must check that the operator is appropriately licensed, that the vehicle meets the person’s needs, and that handover arrangements are clear. A service user must not be placed in a taxi or private hire vehicle without an appropriate assessment of safety, supervision, destination, payment arrangements, and arrival support.

Infection Prevention, Control and Vehicle Cleanliness

Vehicles and transport equipment must be kept clean and safe in line with the organisation’s Infection Prevention and Control Policy. Cleaning arrangements must be proportionate to the level of risk, the service user’s needs, and any known infection concerns. Staff must follow current organisational and public health guidance on hand hygiene, PPE, cleaning, and the management of infectious illness.

1. Vehicle Hygiene Procedures

2. Infection Control for High-Risk Service Users

For service users who are immunocompromised or have specific health vulnerabilities:

3. Responding to Illness or Medical Emergencies

Documentation and Review of Risk Assessments

To ensure that transportation safety measures remain effective, risk assessments and safety procedures must be:

Staff Training and Competency

All staff involved in transporting or accompanying service users must receive training, instruction and supervision appropriate to their role. This must include, where relevant: safeguarding adults, Mental Capacity Act 2005 and consent, moving and handling, wheelchair safety and securing equipment, emergency first aid, fire and evacuation awareness, lone working, conflict management/de-escalation, confidentiality and information sharing, infection prevention and control, and equality, diversity and human rights.

The provider must also ensure that staff receive learning disability and autism training appropriate to their role, in line with current legal requirements.

Managers must assess staff competence before authorising them to transport or escort service users independently, and must keep training and competency records under review.

7. Supporting Service Users During Travel

Supporting service users during travel goes beyond simply transporting them from one place to another. It involves ensuring their comfort, safety, emotional well-being, and independence while helping them access essential services, healthcare, and social activities. Staff accompanying service users must provide a compassionate and person-centred approach, recognising the unique needs of each individual and adapting support accordingly.

7.1 Providing Reassurance and Emotional Support During Journeys

Travel can be an anxiety-inducing experience for some service users, particularly those with dementia, autism, anxiety disorders, or physical disabilities. To ensure a positive experience, staff must offer emotional reassurance and create a calm, supportive environment.

Key Support Strategies:

By offering empathetic and person-centred support, staff can help service users feel more confident and secure when travelling.

7.2 Accompanying Service Users for Medical Appointments

Many service users require transportation and support for medical appointments, including GP visits, hospital check-ups, physiotherapy, or specialist consultations. Staff play a vital role in ensuring service users arrive safely, feel supported, and receive clear information about their healthcare.

Key Responsibilities of Accompanying Staff:

By ensuring service users are well-supported during medical appointments, staff help to improve health outcomes, reduce stress, and enhance overall well-being.

7.3 Facilitating Access to Social and Community Activities

Maintaining social connections and community engagement is essential for mental health, emotional well-being, and quality of life. Many service users rely on transportation services to attend social events, religious services, community groups, or family gatherings.

Encouraging Social Inclusion:

8. Safeguarding and Emergency Procedures

Ensuring the safety and well-being of service users during transportation is a fundamental aspect of our services. Staff must adhere to strict safeguarding protocols and be prepared to respond effectively to emergencies, including vehicle breakdowns, accidents, and medical incidents.

Safeguarding Responsibilities

All staff involved in transportation must be aware of their safeguarding responsibilities to protect service users from abuse, neglect, or harm during travel. Safeguarding concerns may arise due to:

Staff Responsibilities:

Emergency Protocols

Unexpected incidents may occur during transportation, including vehicle breakdowns, road accidents, medical emergencies, or unexpected changes in a service user’s condition. Staff must be trained to respond appropriately.

Vehicle Breakdown Procedures

If a vehicle breaks down during transport, staff must:

Road Traffic Accident Procedures

If a vehicle is involved in an accident, staff must:

Medical Emergency During Travel

If a service user experiences a medical emergency (e.g., seizure, breathing difficulties, sudden illness), staff must:

Statutory Notifications to CQC and Other Bodies

The Registered Manager, or a delegated senior manager, must consider after every serious transport- or escort-related incident whether a statutory notification to CQC is required under the Care Quality Commission (Registration) Regulations 2009. This includes, where relevant, deaths, serious injuries, abuse or allegations of abuse, incidents reported to or investigated by the police, events that stop the service running safely, and other incidents affecting the health, safety and welfare of service users.

Managers must also consider whether notifications or referrals are required to the local authority safeguarding team, the police, commissioners, insurers, the Health and Safety Executive, or other relevant bodies.

Where a notifiable safety incident occurs, the provider must follow the Duty of Candour procedure. This includes informing the relevant person promptly, giving a truthful account of what is known, apologising, providing reasonable support, keeping written records, and updating the person as further information becomes available.

9. Unplanned Changes, Delays, Failed Collection and Missing Person Risk

Staff must take prompt action if a journey is significantly delayed, a service user is not collected as planned, an appointment ends unexpectedly, or a person cannot be located at the agreed place and time.

The response must be guided by the person’s risk assessment and include communication with the office, family or representatives where appropriate, destination staff, emergency contacts, and emergency services or police if required.

Any such incident must be recorded, reviewed and, where necessary, reported under safeguarding, incident reporting and notification procedures.

10. Consent, Confidentiality and Record Keeping

Transportation and accompanying support must be planned, delivered and recorded in a way that respects the service user’s rights, safety, privacy and preferences.

Obtaining and documenting consent

Consent must be sought before transport or accompanying support is provided, unless another lawful basis applies. Staff must record the person’s wishes, preferred travel arrangements, support needs, and any refusal, withdrawal or limitation of consent.

Where there is doubt about mental capacity for a specific transport-related decision, staff must follow the Mental Capacity Act 2005 and record the assessment, the decision made, who was consulted, and why the chosen option is considered necessary and least restrictive.

Confidentiality and information sharing

Information about journeys, appointments, risks, mobility needs, behaviour support, medication, or health conditions must be shared only on a lawful and need-to-know basis, in line with the Data Protection Act 2018, UK GDPR, confidentiality requirements, and the organisation’s information governance policies.

Records

Records relating to transportation and accompanying must be complete, accurate, contemporaneous and auditable. They must include, where relevant:
– the date, time, destination and purpose of the journey;
– who travelled and who accompanied the service user;
– vehicle or transport mode used;
– pre-journey checks or significant risk issues identified;
– any assistance provided, including moving and handling support;
– any incidents, delays, complaints, accidents, near misses, refusals, distress, behavioural concerns, or safeguarding issues;
– any information shared with healthcare professionals or others;
– any follow-up action required, including updates to care plans or risk assessments.

Records must be reviewed by managers as part of governance, quality assurance, incident analysis and service improvement.

11. Information Governance, Confidentiality and Privacy During Travel

Staff must protect service users’ confidentiality during transport and while accompanying them in the community. Conversations about personal matters must be discreet, records must be stored securely, and journey logs must contain only information that is necessary, accurate and relevant.

Staff must not discuss one service user with another service user, taxi driver, member of the public, or unrelated person. Where information must be shared to keep the person safe or to support access to healthcare, only the minimum necessary information must be shared and the reason for sharing must be recorded where appropriate.

12. Complaints and Feedback

{{org_field_name}} will maintain an effective, accessible and responsive system for identifying, receiving, investigating and responding to complaints about transport and accompanying arrangements. Service users, relatives, representatives, advocates and other stakeholders must be able to complain in a way that is suitable for their communication needs.

Raising a Concern

1) Verbally to the Registered Manager or Safeguarding Lead

2) Inform the Registered Manager by email: {{org_field_registered_manager_email}}

3) Call the office and inform the Registered Manager or Safeguarding Lead: {{org_field_phone_no}}

4) Out of hours phone number: {{out_of_hours}}

5) Online via our website: {{org_field_website}}

Information about how to complain must be available in accessible formats and staff must provide support to make a complaint where needed, including support from advocates, family members, representatives or communication aids where appropriate.

A complaint must never lead to discriminatory treatment, withdrawal of support, or a poorer standard of service.

Complaints relating to transport delays, missed journeys, staff conduct, unsafe travel, confidentiality breaches, inaccessible communication, or inappropriate restriction must be logged, investigated, responded to, and reviewed for lessons learned.

Complaint Investigation Process

Complaint outcomes, themes and learning must be reviewed through governance systems and used to improve policy, training, staffing, risk assessments and transport planning.

Continuous Service Improvement

For more details about complaints please see our “Receiving and Acting on Complaints Policy”

13. Policy Review

To ensure the Transportation and Accompanying Service Users Policy remains up to date, compliant, and effective, it must be regularly reviewed and updated.

This policy will be reviewed annually by management.

The review must consider:

The policy must also be reviewed following any serious incident, safeguarding concern, complaint trend, enforcement action, or significant change in service delivery relating to transport or escorting.

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.

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