1. Governance
1.1. This is the Lone Working and Staff Safety Policy and Procedure for The Good Place Home Care Services Limited.
1.2. The Good Place Home Care Services Limited will be referred to in this document as "The Good Place Home Care Services Limited","The Good Place","We","Us", or "Our".
1.3. Our registered address is: 186 Wetmore Road, Burton-on-Trent, Staffordshire, DE14 1QZ.
1.4. We can be contacted by:-
- a. Telephone: 01283 296 337
- b. Email: [protected:ahello][protected:athegoodplace.care]
- c. Post: The Good Place, 186 Wetmore Road, Burton-on-Trent, Staffordshire, DE14 1QZ
1.5. Words importing one gender include all genders, and words in the singular include the plural and vice versa, unless the context requires otherwise.
1.6. Document control sheet:-
| Metadata | Value |
|---|---|
| Document fingerprint | HS-2141-V1 |
| Document owner | Dean Hill (Nominated Individual) |
| Document version | 1 |
| Document status | Approved on 19/03/2026 by the Dean Hill (Nominated Individual) |
| Document review cycle | Annually or sooner if legislation or guidance changes. Next review planned for March 2027 |
2. Purpose
2.1. To assess, manage, and reduce risks associated with lone working to protect our employees while ensuring high-quality care.
2.2. To ensure that we fulfil the legal and regulatory responsibilities.
2.3. To support us to meet, and be able to evidence compliance with, the following CQC Single Assessment Framework quality statements:-
| Safe | |
|---|---|
Learning culture | We have a proactive and positive culture of safety based on openness and honesty, in which concerns about safety are investigated and reported thoroughly, and lessons are learned to continually identify and embed good practices. |
Safeguarding | We work with people to understand what being safe means to them as well as with our partners on the best way to achieve this. We concentrate on improving people’s lives while protecting their right to live in safety, free from bullying, harassment, abuse, discrimination, avoidable harm and neglect. We make sure we share concerns quickly and appropriately. |
Involving people to manage risks | We work with people to understand and manage risks by thinking holistically so that care meets their needs in a way that is safe and supportive and enables them to do the things that matter to them. |
Safe environments | We detect and control potential risks in the care environment. We make sure that equipment, facilities and technology support the delivery of safe care. |
Safe and effective staffing | We make sure there are enough qualified, skilled and experienced people, who receive effective support, supervision and development. They work together effectively to provide safe care that meets people’s individual needs. |
| Effective | |
Delivering evidence-based care and treatment | We plan and deliver people’s care and treatment with them, including what is important and matters to them. We do this in line with legislation and current evidence-based good practice and standards. |
Supporting people to live healthier lives | We support people to manage their health and wellbeing so they can maximise their independence, choice and control. We support them to live healthier lives and where possible, reduce their future needs for care and support. |
| Caring | |
Treating people as individuals | We treat people as individuals and make sure their care, support and treatment meets their needs and preferences. We take account of their strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. |
Workforce wellbeing and enablement | We care about the wellbeing of our staff, and we support and enable them to deliver person-centred care. |
| Responsive | |
Listening to and involving people | We make it easy for people to share feedback and ideas or raise complaints about their care, treatment and support. We involve them in decisions about their care and tell them what’s changed as a result. |
Equity in access | We make sure that everyone can access the care, support and treatment they need when they need it. |
| Well-led | |
Governance, management and sustainability | We have clear responsibilities, roles, systems of accountability and good governance. We use these to manage and deliver good quality, sustainable care, treatment and support. We act on the best information about risk, performance and outcomes, and we share this securely with others when appropriate. |
Learning, improvement and innovation | We focus on continuous learning, innovation and improvement across our organisation and the local system. We encourage creative ways of delivering equality of experience, outcome and quality of life for people. We actively contribute to safe, effective practice and research. |
3. Scope
3.1. This policy applies to all employees who work alone while providing care services in the community. It is also relevant to managers and supervisors responsible for assessing risks and implementing safe working practices. The policy covers situations where employees are required to provide personal care, conduct home visits, travel between service users, or work outside normal office hours. By implementing this policy, we aim to create a safer working environment for all lone workers.
4. Policy Statement
4.1. At The Good Place, we recognise that lone working is an integral part of domiciliary care. Many of our staff members provide essential care services to individuals in their own homes, often working alone without direct supervision. While this allows service users to maintain their independence and receive personalised care, it also presents specific risks to staff safety.
4.2. Our commitment to lone working safety is based on legal obligations under the Health and Safety at Work Act 1974, the Management of Health and Safety at Work Regulations 1999, and the Care Quality Commission (CQC) Regulation 12 – Safe Care and Treatment. This policy sets out how we assess, manage, and reduce risks associated with lone working to protect our employees while ensuring high-quality care.
5. Legal & Regulatory Framework
5.1. This policy is guided by:-
- a.Health and Safety at Work etc. Act 1974 – which places a general duty on employers to ensure, so far as is reasonably practicable, the health, safety and welfare at work of all employees, including those working alone in the community.
- b. Management of Health and Safety at Work Regulations 1999 – which require us to carry out suitable and sufficient risk assessments, implement preventive and protective measures, and provide appropriate information, instruction, training and supervision for lone workers.
- c. Reporting of Injuries, Diseases and Dangerous Occurrences Regulations 2013 (RIDDOR) – which set out our duty to report certain work‑related accidents, injuries, diseases and dangerous occurrences to the Health and Safety Executive (HSE), including those arising from lone working.
- d. Health and Social Care Act 2008 (Regulated Activities) Regulations 2014, including in particular:-
- aa. Regulation 12 – Safe care and treatment, which requires us to assess the risks to the health and safety of people receiving care and to staff, and to do all that is reasonably practicable to mitigate such risks, including those associated with lone working.
- ab. Regulation 13 – Safeguarding service users from abuse and improper treatment, which requires us to protect people from abuse and improper treatment and to have systems in place for staff to raise and report concerns safely.
- ac. Regulation 17 – Good governance, which requires us to have effective systems and processes to assess, monitor and mitigate risks relating to the health, safety and welfare of people who use the service and of staff, and to maintain accurate, up‑to‑date policies and procedures.
- ad. Regulation 18 – Staffing, which requires us to deploy sufficient numbers of suitably qualified, competent, skilled and experienced staff and to provide them with the support, training and supervision they need to work safely, including when working alone.
- ae. Regulation 20 – Duty of candour, which requires us to act in an open and transparent way with people who use our service when things go wrong, including following serious incidents involving lone workers.
- e. Care Act 2014 and associated statutory guidance – which set out the safeguarding duties of local authorities and partner organisations, and inform our approach to raising safeguarding concerns where lone working staff or people using the service may be at risk of abuse or neglect.
- f. CQC Single Assessment Framework – in particular the quality statements under the Safe, Effective, Caring, Responsive and Well‑led domains listed in section 2, which inform how we evidence safe lone working practices, staff wellbeing and effective risk management.
5.2. The Good Place is fully committed to meeting the requirements of the Accessible Information Standard (AIS), as set out by NHS England. This means we will ensure that people with a disability, impairment, or sensory loss receive information and communication support that they can understand and use effectively. This may include large print, easy-read versions, audio formats, or the use of interpreters and communication aids. See our Accessible Information Standard (AIS) Policy and Procedure for further details.
5.3. We also comply with the Equality Act 2010 and are fully committed to promoting diversity, and human rights in all aspects of our service provision and employment practices. We are dedicated to ensuring that all individuals, including staff, service users, and stakeholders, are treated fairly, with dignity and respect, and without discrimination. We will also make reasonable adjustments so that no individual is treated less favourably when using our service. This includes supporting people with protected characteristics such as age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation. See our Equality, Diversity and Human Rights Policy and Procedure for further details.
6. Understanding Lone Working Risks
6.1. Lone working refers to situations where an employee performs their duties without direct supervision or in isolated conditions. In domiciliary care, this often includes working in unfamiliar or potentially high-risk environments. Risks may arise from multiple factors, including the behaviour of service users, environmental hazards in the home, or the location of the visit.
6.2. To mitigate these risks, The Good Place conducts thorough risk assessments before any lone working assignments commence. These risk assessments consider factors such as the service user’s health and behavioural history, the safety of the physical environment, and the geographical location of the visit. If risks are identified, appropriate control measures are put in place, such as enhanced supervision, training, or the use of technology to monitor staff safety.
7. Risk Assessment and Prevention Strategies
7.1. Risk assessment is an essential component of our approach to lone worker safety. Before any employee starts lone working, we conduct an initial assessment to evaluate the level of risk associated with the task and location. This includes assessing whether there is a history of aggressive behaviour from the service user, whether there are environmental hazards such as poor lighting or unsafe entry points, and whether the location is in an area with a high crime rate.
7.2. In addition to the initial risk assessment, employees are trained to conduct dynamic risk assessments during their visits. This means they continuously evaluate the safety of their surroundings and can withdraw if they feel unsafe. Our employees are empowered to make decisions about their personal safety, and our management team supports them in prioritising their well-being above all else.
7.3. To further enhance safety, The Good Place has implemented a robust communication system. All lone workers are required to check in before and after each visit using a designated app or phone system. In cases where staff feel at risk or encounter difficulties, they have access to an emergency contact number that connects them directly to a supervisor who can provide immediate assistance.
8. Training and Awareness
8.1. We believe that equipping our employees with the right knowledge and skills is one of the most effective ways to keep them safe. All lone workers receive mandatory training on personal safety, conflict resolution, and risk assessment. This training includes strategies for de-escalating potentially aggressive situations, recognising early warning signs of danger, and using emergency procedures if required.
8.2. In addition to general safety training, employees also receive specific safeguarding training in line with CQC Regulation 13 – Safeguarding Service Users from Abuse and Improper Treatment. This training ensures that our staff understand how to identify and report abuse or neglect, both in relation to themselves and the service users they support.
9. Technology and Equipment to Enhance Safety
9.1. We have invested in technology and equipment to support the safety of our lone workers. Each employee is issued a personal alarm, which can be used in emergencies to alert management to their location and need for assistance. Where required, we also provide GPS tracking systems that allow supervisors to monitor staff locations during their shifts.
9.2. For employees working in high-risk areas or with service users who have a history of aggression, we may implement additional measures such as alarms, car dashcams, or geo-location tracking. These measures provide an added layer of security by documenting incidents and discouraging threatening behaviour.
10. Travel and Transport Safety
10.1. Safe travel between service users’ homes is a crucial aspect of lone worker safety. Employees are advised to use well-lit and populated routes whenever possible and to avoid isolated areas at night. If staff members are required to drive as part of their job, they must ensure that their vehicle is properly maintained, insured, and equipped with necessary safety features.
10.2. We provide mileage reimbursement for staff who use their personal vehicles for work, and we monitor weather conditions to alert employees about potential travel hazards. Employees are encouraged to report any unsafe travel conditions, and alternative arrangements are made where necessary to ensure their safety.
11. Incident Reporting and Emergency Response
11.1. Despite all preventive measures, there may be situations where lone workers encounter difficulties.
11.2. In case of a life-threatening situation staff should call Emergency Services on 999 or 112.
11.3. It is essential that all incidents, no matter how minor, are reported to management so that appropriate action can be taken. This includes incidents of verbal abuse, threats, physical assault, or any situation where an employee feels unsafe.
11.4. Where to report
11.4.1. Registered Manager (Dean Hill):-
- a. Email: [protected:adean][protected:athegoodplace.care]
- b. Telephone: 01283 296 337
11.4.2. Safeguarding Lead (Dean Hill):-
- a. Email: [protected:adean][protected:athegoodplace.care]
- b. Telephone: 01283 296 337
11.4.3. Out-of-hours/ on-call manager:-
- a. Telephone: 01283 296 337
11.4.4. Our emergency response procedure includes (where needed) a Code Red Alert, which staff can activate if they feel threatened. Once activated, management will take immediate action, which may include contacting emergency services or dispatching a supervisor to the location. Any incidents reported are thoroughly investigated, and if necessary, adjustments are made to working arrangements to prevent future occurrences.
11.4.5. In accordance with CQC Regulation 18 – Notification of Other Incidents, serious incidents are reported to the appropriate authorities, and service users who pose a significant risk to staff may have their care arrangements reviewed.
11.4.6. In addition to internal reporting and CQC notifications, certain work‑related accidents, injuries, diseases and dangerous occurrences involving lone workers must be reported to the Health and Safety Executive (HSE) under the Reporting of Injuries, Diseases and Dangerous Occurrences Regulations 2013 (RIDDOR). The Registered Manager, or a delegated competent person, is responsible for determining whether an incident is RIDDOR‑reportable and for submitting the report within the required timescales.
11.4.7. Where an incident indicates that a person using the service or a member of staff may be at risk of abuse or neglect, a safeguarding concern will be raised with the relevant local authority in line with the Care Act 2014 and local safeguarding adults procedures, in addition to any CQC or HSE notifications.
12. Employee Well-being and Support
12.1. We understand that lone working can be stressful, and we are committed to supporting our employees’ mental and emotional well-being. Employees who experience distressing situations are offered counselling services, and debriefing sessions are conducted following serious incidents. Staff are also encouraged to participate in peer support groups where they can share experiences and discuss challenges with colleagues.
12.2. Our open-door policy ensures that employees feel comfortable discussing safety concerns with management. We regularly seek feedback from staff about their lone working experiences and use this information to continuously improve our safety measures.
13. Compliance and Policy Review
13.1. This policy is reviewed annually or sooner if there is a significant change in risks or regulations. Compliance with this policy is mandatory, and all employees must read and acknowledge their understanding of the procedures outlined. Managers are responsible for ensuring that all staff adhere to safety protocols and that appropriate risk assessments are conducted.
13.2. By implementing this Lone Working and Staff Safety Policy, The Good Place ensures that we fulfil our duty of care to employees while maintaining a high standard of care for our service users. Our commitment to safety, training, and support enables our workforce to perform their roles with confidence, knowing that their well-being is prioritised at all times.
