Planning for missed and late visits

Early on a Monday, before the first visits have gone out, a care worker rings in unwell. Their name is still against a full day of visits, and someone in the office now has to decide who goes where instead, while the people at each of those addresses are still expecting a knock at the door. This page gathers what published guidance, all of it from England, recommends on planning cover and on telling people when a visit moves; practice differs by where a service operates.

Start from a planned rota

In its factsheet for older people in England who use care agencies, Age UK says a planned rota of care workers can help keep disruption down and give people continuity. A planned rota, kept up to date as things change, is the starting point this guide takes.

Plan cover before the sick call comes

Setting up plans for missed visits ahead of time is among the recommendations in NICE's home care guideline for England, and one thing such a plan could include is arranging for someone such as a family member, an unpaid carer or a neighbour to visit instead. NICE guidance on people's experience of adult social care in England recommends that a service, from the first contact, finds out from the person whether they want family, friends, unpaid carers or anyone else they choose involved in decisions about their care, and how, and then acts on their answer.

Use the plan when a visit slips

When visits are missed or late, NICE's home care guideline for England recommends putting contingency plans into action.

In its quality standard on home care in England, NICE describes a back-up plan set up in advance for each person, for when a missed or late visit cannot be avoided, that sets out how the person, and their unpaid carers where appropriate, will be told.

Tell the person when a visit moves

NICE's home care guideline for England recommends that a care worker who is running late, or who cannot come at all, contacts the person or their unpaid carer, and tells their manager where appropriate. Who else hears about it goes back to what the person said when they were asked who they want involved. Families come at the same questions from their own side, and Questions to ask when choosing a carer or agency sets those out.

Check it against your own policies, your regulator and professional advice where you operate

NICE writes for services in England, and Age UK for older people in England; each speaks for its own place. How missed and late visits are handled, and what is asked of a service when they happen, differs by where it operates. The detail belongs with your own policies, your regulator and professional advice where you operate.