Working With Emergency Services and External Agencies During Incidents

Most emergencies involve external agencies. Providers must be able to work effectively with emergency services, commissioners and partner organisations while maintaining safe care.

This article forms part of emergency preparedness and aligns with incident management and escalation.

Preparing for multi-agency response

Effective coordination starts before incidents occur. Providers should understand how emergency services operate and what information they will require.

Operational example: Information readiness

A provider maintained emergency information packs containing service-user needs, medication details and risk profiles, enabling faster support from paramedics.

Operational example: Police liaison during incidents

During a missing person incident, clear liaison with police ensured accurate information sharing and protected confidentiality while prioritising safety.

Operational example: Local authority coordination

A provider informed commissioners early during a major disruption, enabling joint decision-making around temporary support arrangements.

Information sharing and consent

Emergency information sharing must balance urgency with data protection. Staff require clarity on lawful sharing during serious incidents.

Commissioner expectations

Commissioners expect providers to engage constructively with external agencies and escalate appropriately when services or safety are compromised.

Regulatory expectations

Inspectors assess whether providers cooperate effectively with safeguarding partners and emergency responders during incidents.

Post-incident collaboration

Learning reviews may involve external agencies, supporting shared improvement and stronger future responses.

Assurance and review

Providers should evidence external liaison through incident logs, debrief records and governance review.