Service User Not Answering Door When Nursing Staff Visit

Service User Not Answering Door When Nursing Staff Visit

SERVICE USER NOT ANSWERING DOOR WHEN NURSING STAFF VISIT

POLICY AND PROCEDURE

AIM

When visiting service users in their home it is always necessary to make contact with them or their carer / NoK

STAFF MUST ENSURE THEIR MOBILE PHONES ARE CHARGED AT ALL TIMES

PROCEDURE:

Procedure when service user is not at home:

1 Ring service user doorbell, knock on door repeatedly

2 Knock on windows

3 Knock on the back door. Do not put yourself at risk.

4 Contact office to see if other arrangements have been made

5 Security numbers and information regarding access to s/u’s home are kept in the office

6 Attempt to contact service user by phone,

7 Make contact with next of kin and/or neighbour if possible

8 Ring LMO if possible

9 Leave notification slip that the nurse has called if it is established that the client is not in the house

10 Failing all above procedure being followed contact office staff who will contact the police

EMERGENCY PROCEDURES:

St George Visiting Nurses must take all safety measures when emergencies arise, eg Fire, Gas, Electricity, Floods.

WH&S issues must always be considered and nursing staff must not place themselves in any form of danger

If on arrival at a service user’s home there is a fire, the nurse should call 000 and not enter the home

If the nurse has already entered the service user’s home and an emergency arises, then take all

care to remove the service user from danger if possible without putting themselves in danger.

PROCEDURE IF CLIENT DECEASED;

Follow the above procedure points 1-7 if unable to secure service users home.

If access is possible and service user has deceased the following procedures must be followed:

  • Check if service user is rousable, has a pulse
  • Check if breathing
  • Contact Polic
  • Contact Ambulance
  • Contact LMO
  • Contact N O K
  • Contact nursing office
  • Stay with the deceased until LMO, Ambulance or Police arrive or unless otherwise instructed by the nursing office.
  • Support the carer if they are present until relieved
  • Ensure all documentation pertaining to finding of deceased is accurate and complete.
  • Remove the Red Folder from the home and return it to the office.

PROCEDURE IF SERVICE USER HAS FALLEN /ACCIDENT/ILL HEALTH

  • Assess the situation and adopt the appropriate procedure
  • Attend to wounds and dressings if required
  • Contact ambulance if client has fallen and assistance is required to lift them. Contact LMO
  • Ensure all documentation is accurate and complete.
  • Notify nursing office.

Key or Code Lock to Clients Home

No service provider retains keys belonging to service users home. Service user/ carer are made aware of this at first contact.

Service users may have special security locks for keys (Vital Call) for access

Maintenance of the box is the service users/NOK responsibility. This is identified at first visit to service user and code registered in nursing office on patient card system and patients notes on electronic file.

For confidentiality, security code is not entered in any paperwork at client home or on service provider’s documentation.

Nurses must always identify themselves on entering and leaving the service users home.

At annual audit this procedure is checked and documented.

Implemented: June 2010 Reviewed: Feb 2016 by M Smith Next Review: Feb 2019

K / Policy/ Service User Not Answering Door/V2 Control Doc 030

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