On-Call Out-of-Hours Policy for Domiciliary Care Providers - ComplyPlus™ -

This on-call out-of-hours policy for domiciliary care ensures seamless operational continuity and high-quality service provision beyond standard working hours. It simplifies compliance with Care Quality Commission (CQC) standards, Health and Social Care Act 2008 regulations, and other relevant legislative frameworks. Authored by compliance professionals, it provides clear guidance for managing emergencies, supporting staff, and maintaining service quality at all times.

Who is this policy for?

This policy is designed for domiciliary care providers, including managers, care coordinators, and on-call duty officers. It enhances emergency response systems and ensures consistent, high-quality support for staff and service users.

What the policy covers

This on-call out-of-hours policy includes:

Procedures for operating an effective on-call system
Roles and responsibilities of on-call duty officers and staff
Handling emergencies, such as accidents, security concerns, or medical incidents
Communication protocols, including logging and follow-ups
Training requirements and compliance monitoring.

Why is this policy crucial?

Managing out-of-hours issues efficiently is vital to maintaining service continuity and protecting service users' and staff's safety and well-being. This policy helps mitigate risks, improve emergency response, and ensure compliance with CQC standards, enhancing your organisation's reputation for reliability and care excellence.

Features and benefits of the policy

The features and benefits of this on-call out-of-hours policy are:

Time-saving - Customisable in Microsoft Word to save you hours of preparation.
Always current - Regularly updated to meet the latest legislation and best practices.
Professional quality - Developed by health and social care compliance experts to ensure accuracy and reliability.
Customisable for your needs - Adaptable to your organisation’s branding and operational requirements based on your own risk assessment.
Audit-ready - Structured to facilitate CQC inspections and demonstrate compliance effortlessly.

How to access the policy

You can download this policy instantly through ComplyPlus™, our innovative compliance management platform. With just a few clicks, you’ll have a ready-to-use, professional-quality document for implementation.

Exclusive benefits for ComplyPlus™ subscribers

Unlock unparalleled value with a ComplyPlus™ subscription:

Full access to an extensive library of domiciliary care policies and procedures.
Regular updates to maintain compliance with changing regulations.
Cost savings compared to individual purchases.
Expert guidance and priority support from our compliance specialists.

Click here to subscribe to the entire library with over 50 policies and procedures for domiciliary care organisations.

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Domiciliary care statutory & mandatory training

Access online training courses tailored for domiciliary care providers. All training packages are peer-reviewed and accredited by the CPD Certification Service to ensure the highest quality.

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FAQs: Homecare on-call out-of-hours policy

See below the frequently asked questions about on-call-of-hours for homecare.

This policy ensures that care services remain accessible and responsive 24/7, supporting staff and service users during emergencies or urgent issues outside regular working hours, in line with CQC compliance standards.

The system handles medical emergencies, service user safety incidents, staff availability issues, security concerns, and any significant operational disruptions.

The on-call duty officer manages out-of-hours support, providing immediate guidance, recording incidents, and escalating issues as needed. The Registered Manager oversees the service to ensure effective operations and compliance.

The policy mandates that on-call staff maintain operational mobile devices, ensure availability during shifts, and follow a clear communication protocol, including backup contact methods.

All staff receive mandatory training on handling out-of-hours situations, emergency protocols, and documentation processes. They also receive regular refresher courses and updates on legal or operational changes.

All calls and actions are documented in an on-call log (Form DC-150), which includes the caller's details, the nature of the issue, advice given, and follow-up actions. The logs are regularly reviewed to identify trends and areas for improvement.

The policy ensures inclusive and accessible communication, providing alternative formats and adjustments for service users with sensory impairments or language barriers.

The policy supports fair shift allocation, recognises staff needs such as caregiving responsibilities, and provides emotional support and guidance to on-call staff to prevent burnout.

Yes, the policy includes procedures for handling large-scale emergencies, ensuring a coordinated response involving additional resources and escalation to senior management or emergency services.

The policy is reviewed annually or after significant incidents or regulatory updates to ensure it remains effective, up-to-date, and aligned with best practices.

On-Call Out-of-Hours Policy for Domiciliary Care Providers - ComplyPlus™ -