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Registration Number: {{org_field_registration_no}}

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Managing Delayed and Missed Visits Policy

1. Purpose

The purpose of this policy is to ensure that all scheduled visits to people we support are carried out on time, and in cases where a visit is delayed or missed, there is a clear and effective response plan in place to minimise disruption and ensure the safety and well-being of people we support.

This policy aligns with CQC regulations, particularly Regulation 9 (Person-Centred Care), Regulation 12 (Safe Care and Treatment), and Regulation 17 (Good Governance), ensuring that people we support receive timely and consistent care.

This policy aims to:

• Prevent delayed or missed visits by implementing a robust scheduling system.
• Ensure immediate action when a visit is delayed or missed.
• Communicate effectively with people we support and families in such instances.
• Minimise disruption by having contingency plans in place.
• Monitor, report, and investigate incidents of delayed or missed visits.
• Implement continuous improvement measures to prevent future occurrences.

2. Scope

This policy applies to:

• All staff members, including care workers, team leaders, and management responsible for scheduling and delivering care.
• People we support and their families receiving care services from {{org_field_name}}.
• Agency and bank staff assigned to cover scheduled visits.
• External stakeholders, such as commissioners and healthcare professionals, who may be involved in care planning.

This policy covers all circumstances that could result in delayed or missed visits, including:

• Staff sickness or unavailability.
• Unexpected traffic or transport issues.
• Adverse weather conditions.
• Scheduling errors or operational challenges.
• Emergency situations affecting staff or people we support.

3. Legal and Regulatory Framework

This policy ensures compliance with:

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

• Regulation 9 (Person-Centred Care): Requires providers to ensure that care is delivered as planned, meeting individual needs.
• Regulation 12 (Safe Care and Treatment): Mandates that care is delivered safely and in a timely manner.
• Regulation 17 (Good Governance): Requires effective monitoring and management of care delivery.
• Regulation 18 (Staffing): Ensures adequate staffing levels to meet people we support’ care needs.

3.2 The Care Act 2014

• Establishes a duty to ensure continuity of care, preventing harm from delayed or missed visits.

3.3 Equality Act 2010

• Ensures that people we support with disabilities or complex needs are not disproportionately affected by missed or delayed visits.

3.4 Local Authority and CCG Guidelines

• Commissioners and local authorities require timely reporting of missed visits and evidence of service continuity measures.

4. Preventing Delayed and Missed Visits

4.1 Robust Scheduling and Staff Allocation

• All care visits are scheduled in advance, with a buffer time allocated to accommodate unexpected delays.
• Electronic rostering systems are used to track visits and ensure efficiency.
• Priority visits (e.g., medication administration, essential personal care) are flagged to avoid disruption.
• Staff must confirm visit completion via electronic logging systems (e.g., care management apps).

4.2 Contingency Staffing Plan

• A rota of backup staff (bank/agency staff) is maintained to cover unplanned absences.
• Team leaders conduct daily staff availability checks and reassign visits as needed.
• Emergency response staff are available for high-risk people we support requiring urgent care.

4.3 Communication and Real-Time Monitoring

• Care coordinators monitor staff locations through GPS-enabled scheduling systems.
• If a staff member is running late by more than 15 minutes, they must immediately inform the office.
• Families and people we support are notified in advance if delays exceed 30 minutes.

5. Managing Delayed Visits

5.1 Immediate Actions When a Visit is Delayed

• If a visit is expected to be delayed, the care worker must notify the office as soon as possible.
• The care coordinator contacts the service user/family, explaining the reason and providing an estimated arrival time.
• If a service user is at high risk (e.g., requires time-sensitive medication, assistance with meals, or critical care), the on-call team must assess the situation and arrange alternative coverage.

5.2 Escalation for High-Risk People we support

• If the delay is longer than 45 minutes, senior management must be alerted.
• If no alternative staff is available, emergency services or next of kin may be contacted if necessary.

6. Managing Missed Visits

6.1 Immediate Actions for Missed Visits

• If a visit is missed due to staff error or failure to report availability, it is treated as a serious incident.
• Immediate alternative arrangements are made, including sending another care worker or requesting family intervention if appropriate.
• The incident is logged in the incident reporting system, and a formal review is conducted.

6.2 Emergency Actions for High-Risk Cases

• If a service user is at immediate risk due to a missed visit, an emergency welfare check is conducted by a senior staff member.
• Emergency services (999) may be called if the service user is non-responsive or at critical risk.

6.3 Investigating the Cause of a Missed Visit

• An internal investigation is carried out within 24 hours to determine the cause.
• The affected service user and their family are provided with a full explanation and apology.
• Corrective measures (e.g., retraining staff, revising schedules) are implemented to prevent recurrence.

7. Reporting, Monitoring, and Learning

7.1 Incident Reporting

• All missed or significantly delayed visits must be recorded in the incident log.
• Reports must include:
  • Reason for the delay/missed visit.
  • Actions taken to resolve the issue.
  • Preventative measures to avoid recurrence.

7.2 Regular Auditing and Performance Reviews

• Monthly audits assess the number and causes of missed/delayed visits.
• Findings are reviewed during team meetings, and corrective action plans are developed.
• CQC inspectors may review logs to ensure compliance with continuity of care regulations.

7.3 Continuous Improvement Measures

• Staff performance monitoring ensures repeated failures are addressed with retraining or disciplinary action.
• Technology enhancements, such as GPS tracking and automated scheduling alerts, are used to improve service reliability.

8. Service User Communication and Feedback

• People we support and families are encouraged to provide feedback on delayed or missed visits.
• A dedicated complaints and feedback process allows concerns to be raised and addressed.
• Regular engagement meetings ensure people we support understand how delays are managed and what to expect.

9. Policy Review

This policy will be reviewed annually or sooner if:

• CQC regulations change.
• Service user complaints indicate a need for improvement.
• Internal audits identify gaps in visit management.

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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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