Keep Safe. Recognising excellence in personal safety. In this issue. The lone worker newsletter

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1 The lone worker newsletter Keep Safe Autumn 2014 Recognising excellence in personal safety By Marsha Dennis Lone Worker Protection Security Management Specialist Welcome to the autumn issue of Keep Safe, the NHS Lone Worker Protection Service newsletter. The last couple of months have been an exciting time for us. We had the opportunity to support this year s edition of the Suzy Lamplugh Trust s National Personal Safety Awards. The event was held at the British Medical Association in central London (full coverage on page 5). Two of the awards for Keeping staff safe at work and Contributing to lone worker protection were sponsored by NHS Protect and recognised excellent staff safety work in the NHS. I would like to take this opportunity to express our sincere thanks to the NHS organisations and NHS staff who took the time to showcase the good work of keeping people safe in entries for the awards. The NHS Lone Worker Protection Service will continue to identify areas of improvement to ensure our customer support and guidance continue to meet the needs of NHS organisations in protecting NHS staff working alone. The good practices found throughout the NHS highlight the importance of developing systems and devices to safeguard those who feel vulnerable or exposed to higher risks than those who do not work alone. One of the most important things we do is to work with NHS organisations and stakeholders to understand the working practices which affect lone working, for example mobile working (also referred to as agile or flexible working). This has great benefits as it enables staff to access information such as patient records without the need to return to base, so they can manage their workload more effectively and improve patient care. Mobile working often leads to an increase in lone working, and there is a growing market for mobile applications with lone worker protection capabilities. When we speak with senior managers within the NHS, we always stress there is a huge difference between a cheaper lone worker solution and one that is serious about lone worker safety. (see discussion of the BS8484 standard on page 2). The solution offered under the NHS lone worker framework exceeds the requirements of current industry standards, thanks to the operational and governance arrangements we have in place to provide extra protection to lone workers. We always make the point that technology is just one part of the equation in a lone worker system. Other aspects must be in place, including management of the technology, good working habits, a strong safety culture, and last but not least, the systems in place to support staff when an alarm is raised. An example of useful guidance on keeping safe is provided by the National Stalking Helpline on page 4. In this issue Lone working: a risky business National Stalking Helpline National Personal Safety Awards 2014 NHS winners and nominees Meeting need and reducing distress Autumn 2014 page 2 page 4 page 5 page 6 page 7 1

2 Lone working: a risky business by Patrick Dealtry Chairman of the Lone Working Section, British Security Industry Association Introduction Increasingly in the workplace personal safety is seen as the job of the organisation rather than the individual. To an extent this is right, but in the case of lone workers it must be a combination of the two. The lone worker, because they are on their own as far as the organisation is concerned, must also look out for themselves. The organisation, because they still have a duty of care, must give the lone worker the tools to do so. It is a big responsibility for both because while the individual stands in the way of harm, the organisation may lose a valuable employee, at least for a period, and stand accused of failing in its duties. This can have potentially devastating consequences including non-compliance with legislation and litigation. We know that these events may not happen often, but they do happen and must be taken seriously. The lone worker protection market The lone worker protection market got under way in the UK about 12 years ago and we are now seen as leading the world. Among organisations, public and private, the NHS was in the lead in its understanding of the issues and the need to do something about them. The British Standard for Lone Worker services, BS8484, was issued in 2009 and was a success in that it enabled the highest level of police response, gave structure to the market and provided a yardstick for companies wishing to supply services and organisations wishing to buy them. The NHS played an influential part in developing the standard. Some facts and terms Alarm receiving centre An ARC is a monitoring centre which is protected physically and electronically, has highly trained staff and meets BS5979 for different kinds of alarm monitoring. For lone worker monitoring its also has to meet BS8484 Part 6 where operators The British Security Industry Association is the trade association for the professional security industry in the UK. Their members are responsible for more than 70% of UK security products and services (by turnover) including the manufacture, distribution and installation of electronic and physical security equipment and the provision of security guarding and consultancy services. The BSIA s Lone Worker Section consists of BSIA members who specialise in providing lone worker safety products and services to customers from a wide range of industry backgrounds. have two main responsibilities: 1. Verifying lone worker alarms to ensure that false alarms do not get passed on to the police or other response service. 2. Managing a verified alarm to completion in accordance with the customer s instructions. Unique reference number A special lone worker unique reference number (URN) is issued by each police force to an ARC based on the criteria laid down in Appendix V (for lone workers) of ACPO s security systems policy. BS8484 BS8484 is a standard for suppliers and buyers of lone worker services which are based on a device or a mobile application. It has 4 main parts: 3. Part 4 for the company supplying services 4. Part 5 for the device or app 5. Part 6 for the ARC 6. Part 7 for response Response standard The recently issued standard BS7984-2:2014 is for security companies providing keyholding and mobile response services and who wish to also provide a response to lone worker alarms. 2

3 Lone worker alarm The ARC operator needs 3 vital pieces of information before managing a lone worker alarm: accurate location, identity and personal details and the situation. Details of the situation are normally acquired through an audio link and other information which may come from a timer, pre-alert or man-down function. Best practice - what to look for NHS Protect was involved in the standard s development and they have put in place a service which, as far as possible, suits its requirements. Knowing this and as promoters of best practice, NHS health bodies can lead by example and use lone worker services that are accredited to the standard. This shows that health bodies are protecting their lone workers and themselves by using services that result from investment in the highest standard of service which they need and which their employees deserve. There are a number of items which anyone should check when selecting a company supplying lone worker services: Accreditations Are they accredited to BS8484 Part 4? Do they use an ARC accredited to BS8484 Part 6? Are their devices or apps certified to BS8484 Part 5? Certificates. Suppliers should be able to produce certificates for BS8484 Parts 4 and 6, issued by either NSI or SSAIB as the only two organisations authorised by the police to provide accreditation resulting in their highest level of police response. Is the supplier financially stable, now and for the term of any contract? Are they properly insured (check their certificate)? Does the ARC hold URNs for the police force(s) which cover your area? Are staff with access to user personal details security screened to BS7858? Does the supplier have an efficient complaints and customer service function? If a mobile app is being considered, does it work properly on the mobile devices used by staff? Does the mobile network provide coverage in your area? Is training included? How is training for new staff covered? Does training include awareness and how to deal with threatening situations? Are management reports supplied? It is worth noting that members of the British Security Industry Association Lone Worker Section are accredited to BS8484 and are also required to meet ISO9001. The future BS8484:11 will be revised over the next year or so, a process in which the NHS will be invited to take part. The process is likely to be evolutionary rather than revolutionary. Beside that, some companies are expanding their services to include workforce safety and workforce management. Other innovations being developed in this area are: Providing web-based monitoring applications that can be viewed from a PC or handheld device. Venturing into the world of telecare. Offering international services. Other ISO guidance to consider ISO27001 is an international standard which provides best practice controls and compliance regarding how to put in place an independently assessed and certified Information Security Management System (ISMS) ISO27002 provides the guidelines and general principles for developing organisational security standards and effective security management practices n 3

4 The National Stalking Helpline By a Helpline Advisor The National Stalking Helpline provides guidance and information to anybody who is currently or has previously been affected by harassment or stalking. Set up in April 2010, it has since logged over 10,000 calls and s. tips on personal safety. Call 999 anytime that you feel you might be in immediate danger. The Helpline is managed by the personal safety charity Suzy Lamplugh Trust and was set up in partnership with two other charities: Network for Surviving Stalking and Protection Against Stalking. It is run by a team of dedicated staff and volunteers who provide impartial, nonjudgmental and non-directive information and advice. This includes information about the law in relation to stalking and harassment in the United Kingdom, advice about how to report crimes and how to safely and effectively gather evidence and advice about ensuring personal safety and taking practical steps to reduce the risk. Due to the nature of the working relationships that their job sometimes requires them to have with members of the public, healthcare workers can be particularly vulnerable to stalking and harassment. The prevalence of lone working in the healthcare sector means it is particularly important that workers know how to protect themselves. What to do if you or someone you know is affected by stalking and harassment: Save the evidence. Keep texts, s and letters, takes screenshots of online activity and take photos of gifts. Keep a diary of everything that happens, noting the time, date, location and how you felt. If you want to tell them to leave you alone, do this once. After that, ignore the perpetrator as much as possible. Stalking and harassment causes a lot of stress. Don t go through it alone, talk to someone. If it s affecting your work, consider speaking to your employer, especially if you are a lone worker. Contact the Helpline! You can us via advice@stalkinghelpline. org or call us on between 9.30 am and 4.00 pm every week day except Wednesday (1.00 pm 4.00 pm). The Helpline is free from landlines and the six main UK mobile networks: 3, Orange, Virgin, Vodafone, T-Mobile and O2 (please check if you have another provider). The Helpline understands that stalking and harassment can have a very significant impact on emotional, mental and physical well-being and on a victim s day-to-day life. It offers a safe, respectful and understanding space to discuss what you are going through. Things to Know about Stalking and Harassment Harassment and stalking can be reported to the police. You do not have to be in fear of physical harm in order to report. Online harassment is still harassment. Stalking and harassment is always unacceptable. You are not responsible for the unacceptable actions of others. Never put yourself at any kind of risk when gathering evidence. Stalking and harassment are often linked to domestic abuse. Anyone can be a victim of stalking and harassment. Visit the Suzy Lamplugh Trust website for 4

5 Suzy Lamplugh Trust National Personal Safety Awards 2014 On Monday 13 October some of Britain s leading figures in the field of personal safety crowded a hall at BMA House in London for the Suzy Lamplugh Trust s National Personal Safety Awards. The awards, supported this year by NHS Protect, highlight the hard work of individuals and groups who have furthered the cause of personal safety in the workplace. Introducing the awards, NHS Protect managing director Sue Frith said: Both NHS Protect and the Suzy Lamplugh Trust share a common aim of protecting lone workers. Through our Lone Worker Protection Service we help to establish a safe and secure environment for NHS staff. These awards are an example of how the NHS and the other agencies can effectively collaborate to promote personal safety. The NHS Protect Award for Contributing to Lone Worker Protection went to Northumberland, Tyne and Wear NHS Foundation Trust. The organisation is one of the biggest mental health and learning disability trusts in the country. As the result of a review into safety at the trust, a central safety team was created. The team quickly developed support systems and polices to find solutions for lone working and how to reduce violence and aggression. These have now been integrated across the trust to keep staff and patients safe. Representatives from Northumberland, Tyne and Wear NHS Foundation Trust, winner of NHS Protect Award for NHS Protect Award for Contributing to Lone Worker Protection, with Jacquie Hames. Dennis Hunt, winner of NHS Protect Award for Keeping Staff Safe at Work, with Jacquie Hames. In the award categories supported by NHS Protect, the NHS Protect Award for Keeping Staff Safe at Work went to Dennis Hunt, Health, Safety and Security Manager at Hertfordshire Partnership University NHS Foundation Trust. Dennis helped introduce the Reliance Protect lone worker solution into the trust, actively promoting it and training staff in the use of lone worker devices. After receiving the award Dennis said: At a lone worker conference in 2010, NHS Protect s Susan Frith presented on the NHS Lone Worker Protection Service. I realised their solution, delivered by Reliance, was right for my trust and applied for the devices. Initially restricted to 100, we now operate over 500 devices. I was extremely proud and honoured to receive this award as it recognises my hard work and support from my trust. The NHS was also featured in the other awards, with LSMS Wynn Shepherd from East Coast Community Healthcare CIC (ECCH) shortlisted for the SLT Safer Workplace category. Gary Blackhurst, ASMS for the Eastern region, said: ECCH and LSMS Wynn Shepherd have introduced a range of support initiatives to protect lone workers in the community, including lone worker support packs. This work is leading the way in lone worker protection and it is certainly something that can be utilised within other organisations within the NHS. I would like to congratulate both Wynn and ECCH in making the shortlist for this year s SLT awards. More details about the NHS Protect awards and other nominees are provided below. NHS Protect stand at Suzy Lamplugh Trust Awards 5

6 NHS Protect Award for Keeping Staff Safe at Work This award is for an inspiring individual who has demonstrated commitment and dedication to protecting NHS Lone workers from violence, abuse and aggression. Nominees Dennis Hunt Hertfordshire Partnership University NHS Foundation Trust WINNER (details above) Lisa Corbridge Barnsley Hospital NHS Foundation Trust - Lisa Corbridge joined Barnsley Hospital in April 2013 as a Security & Emergency Resilience Specialist. Over the past 12 months Lisa has shown a full commitment not only to staff who have the devices but to all Trust staff who may at times work unaccompanied. Jill Telford Northumberland, Tyne and Wear NHS Foundation Trust Jill Telford is our Lone Worker Device Co-ordinator. Jill works tirelessly to support and monitor lone workers across the Trust and provides additional support to those involved, which is always well received. Sue Frith, Managing Director of NHS Protect, speaking at the awards. NHS Protect Award for Contributing to Lone Worker Protection This award is for an organisation that continually promotes and exhibits total commitment to the protection of NHS lone workers. Nominees Northumberland, Tyne and Wear NHS Foundation Trust WINNER (details above) Barnsley Hospital NHS Foundation Trust The Trust has shown a true and continuing commitment to contributing to lone worker protection. Barnsley Hospital is a very busy unit and is key to providing the best possible healthcare for a large population area in South and West Yorkshire. As a hospital that operates 24 hours a day, it has a large number of staff that work during evenings and nights often unaccompanied dealing with equipment and records movements and working alone with patients. Wynn Shepherd, LSMS at East Coast Community Healthcare CIC (ECCH), who was a finalist in the SLT Safer Workplace category. Contact Us Representatives from Barnsley Hospital NHS Foundation Trust holding their finalists certificates. 6

7 Meeting needs and reducing distress: Guidance for the prevention and management of clinically related challenging behaviour in NHS settings This guidance has been developed by NHS Protect and a clinically led expert group to prevent and manage challenging behaviour related to a patient s or service user s clinical condition. It provides board of directors, senior managers, clinical and non-clinical staff with practical strategies to prevent and manage challenging behaviour by minimising a person s distress, meeting their needs and delivering the highest quality individualised care, within a safe therapeutic environment. Guidance, resources and training videos available at: Reliance newsletter For more information on Reliance Protect, the solution for lone worker protection which is available through the NHS Lone Worker Protection Service, please visit You can request a copy of In Safe Hands, the Reliance Protect newsletter, by ing fay.wilcock@ rht.co.uk Lone Worker User Guide To order a free copy of the Lone Worker User Guide please visit jsf?cataloguecode=p Contact Us If you have any queries or feedback on the NHS Lone Worker Protection Service, new NHS Lone Worker Framework, or this newsletter please us: loneworkerenquiries@nhsprotect.gsi.gov.uk You can also join us on NHS Networks - uk/nhs-networks/nhs-lone-worker-protection-service 7