9. Access to clients' homes
Supported Lives staff must not take
unauthorised people, or pets, into the Client's home, or admit
anyone without checking their identity and receiving the Client's
permission.
All staff will be issued with identity badges, to be carried at
all times and shown when entering a home, or whenever asked for
ID.
Keys, Entry Codes and Key Safes
- Community Support Workers will not hold keys to homes, and
will not normally enter a home in the Client's absence, unless
specifically asked to do so by the Client or their Team
Leader.
- Entry codes for doors and key safes must be kept
confidential.
- If using a key or a code, Community Support Workers must
reassure the Client by identifying themselves immediately as
they enter.
Situations where staff are unable to gain access to a client's home
The aim is to give clear instructions on the actions that staff
must take when there is no response to a visit to a Client's
house. These instructions should help to ensure that emergency
services are alerted when appropriate.
- Where staff depend on the Client for access, they must
allow time for people to get to the door and check whether they
can hear the bell/knocker.
- If there is no reply, staff should check the windows and
call/look through the letterbox. If staff cannot see the Client
they should then try to telephone them to see if there is any
response. If this telephone call produces no response, then the
member of staff should make enquiries of the warden (if there
is one) and check with any neighbours without sharing any
personal information.
- If a service user can be seen to be collapsed or in such a
condition that warrants extreme concern to their well-being,
then the Community Support Worker must call the emergency
services and alert their line manager or the on-call manager,
depending on the time of day. The staff member must remain at
the address until the emergency services arrive and pass on any
relevant information. The line manager will also contact any
known family or contacts to alert them of the situation
- If staff still cannot ascertain the whereabouts of the
Client, they should contact their manager to see if any message
has been left there which might indicate the whereabouts of the
Client. The manager will then: telephone any other contact
numbers e.g. relatives and family. Telephone any other agency
involved in the Client's care e.g. District Nurse, CPN,
hospital Care Manager etc. If there is still no response or
sign of the Client, then staff must report to their line
manager so that they can check details of the Client based on
what knowledge they have of them and what the possible reasons
for the no response might be.
- If there is no information that confirms, without any
doubt, that the Client is out then it must be assumed that the
Client is in the premises and unwell. The line manager must
then take the decision to call the emergency services and ask
the staff member to wait. The line manager will contact the
duty officer or Emergency duty team to inform them of the
situation.
- A decision will be made by the line manager as to whether
the Community Support Worker should stay at the premises until
the situation is resolved or call back later. The line manager
will inform all relevant persons of any outcome.
- The manager must record all these details on the Client
file because the monitoring of repeated incidences of a failure
to gain entry may indicate that a review is necessary.
- If a Client can be seen to be collapsed or in such a
condition that warrants extreme concern to their well-being,
then the Community Support Worker must call the emergency
services and alert their line manager or the on-call manager,
depending on the time of day. The staff member must remain at
the address until the emergency services arrive and pass on any
relevant information. The line manager will also contact any
known family or contacts to alert them of the situation. The
line manager can then re-schedule the worker's rota and inform
Clients of any possible delay. In some circumstances it may be
appropriate for the line manager to go out to support the
member of staff.
- If a member of staff is refused entry by a Client or their
carer(s), then the line manager must be informed and the
incident recorded on the Client's file.
- Once again if there are repeated incidences of denial of
access then a review will be necessary to ascertain how the
situation can be resolved.
- If the Client or their carer refuses to admit the Community
Support Worker, s/he must inform their organiser at once, and
the procedures described
in Wasted journeys will apply.
Leaving the home
Community Support Workers must ensure that the home is secure
and that the Client is safe and comfortable before leaving.
This document was updated in 7 July 2008
