Standards › Standard 2E › Standard operating procedures (SOPs)
Standard operating procedure (SOP) · WRK-SOP-004 · Version 1.0 · Approved by the ASF Expert Committee
Supports: 2E.3
At a glance
- After a distressing event, offer support to every staff member involved within 24 hours.
- Offer a confidential route to occupational health or a counsellor.
- Check on the staff member again after one week.
- Record the offer and the response.
- Stop and get help straight away if: a staff member involved in a serious event has not been offered any support.
1. Purpose
To make sure staff affected by serious or distressing events get timely, confidential support [EC].
2. Scope
| Applies to | All staff involved in or affected by a serious event, including patient deaths, serious harm and violence |
| Locations | All services |
| When | Within 24 hours of the event, with follow-up at one week |
| Does not apply to | Routine stress without a specific event |
3. Definitions
| Term | Meaning |
|---|---|
| Distressing event | An event that may cause significant psychological distress to people who were involved |
| Debrief | A structured conversation after an event to share what happened and what support is needed |
4. Background
Staff who are not supported after distressing events are at higher risk of burnout and of leaving the service. Early support is quick and low cost.
5. Responsibilities
| Role | Responsibility | Competence |
|---|---|---|
| Service manager | Starts the support process within 24 hours | Management |
| Occupational health | Provides confidential support and follow-up | Occupational health |
| Staff member | Accepts or declines support and tells the manager what helps | Own role |
6. Materials and equipment
| Item | Requirement | Condition |
|---|---|---|
| List of confidential support contacts | Current | Printed in every staff room |
7. Safety
- Support is offered, never forced. Staff can decline and ask later.
8. Before you start
- Confirm the confidential support contacts are current.
9. Procedure
Step 1. Identify those affected.
- List everyone involved or affected by the event.
Key point: Do not assume only the person at the centre is affected.
Step 2. Offer support within 24 hours.
- Speak to each person privately.
- Give the support contacts in writing.
Key point: The offer is made, and recorded, within 24 hours.
Step 3. Hold a debrief where needed.
- Hold a short, facilitated debrief for the team within 72 hours, if the team wants one.
Key point: The debrief is not a review of individual blame.
Step 4. Follow up at one week.
- Check with each person how they are coping.
- Record the response and any further support.
Key point: The one-week check is the one most often missed.
10. Decision points
- If a person is not fit to work after the event, occupational health decides on temporary duties.
11. Special situations
| Situation | Action |
|---|---|
| Patient death | Support is offered in the same way, and the family liaison process runs in parallel. |
12. Escalation
- Any staff member who reports thoughts of self-harm is referred to occupational health the same day, and to emergency services if at immediate risk.
13. Monitoring
| Measure | Target | Frequency | Owner | If not met |
|---|---|---|---|---|
| Affected staff offered support within 24 hours | 100% | Each event | Service manager | Escalate to chief executive |
| Follow-up at one week recorded | 100% | Each event | Occupational health lead | Escalate to occupational health lead |
14. Records
| Record | Kept in | Retention |
|---|---|---|
| Support offer and follow-up record | Occupational health file | Employment plus 40 years |
15. Training
- Managers are trained in the first conversation after an event at induction.
16. Related documents
| ID | Title | Use |
|---|---|---|
| WRK-POL-003 | Occupational health, safety and wellbeing policy | Policy this procedure supports |
| WRK-SOP-006 | Violence and aggression prevention and response | Events that involve violence |
17. Evidence
| Reference | Note |
|---|---|
| E-006 | ASF Policy Framework v1.2. Adapted. |
| E-009 | ASF Expert Committee consensus. |
18. Change history
| Version | Date | What changed | Approval |
|---|---|---|---|
| 1.0 | the date of approval | First version | set Expert Committee approval |
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References
- Accréditation Sans Frontières (2026). ASF Policy Framework v1.2. (E-006)
- Accréditation Sans Frontières (2026). ASF Expert Committee consensus on Standard 1. (E-009)