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Emergency Protocols
This section of the staff portal provides clear guidance on how to respond in situations where a client, therapist, or member of the public may be at risk of serious harm. Here you will find step-by-step protocols for handling emergencies such as suicidal crisis, safeguarding concerns, medical emergencies during sessions, or therapist unavailability.
These protocols are designed to act as a quick reference guide in moments of urgency. Please familiarise yourself with them in advance so that, if a crisis arises, you know exactly where to look and how to respond.
Remember: in any situation where there is an immediate risk of harm, your first step is always to call 999 and then inform your supervisor as soon as possible. All actions taken should be documented in Cliniko and followed up with your supervisor.
1. Client at Immediate Risk (Suicidal or Harming Others)
Steps to take during the session:
Stay calm, listen, assess risk.
Ask directly about ideation, intent, plan, means.
Do not end the session abruptly — prioritise co-creation of a safety plan.
If imminent danger:
Call 999 while with the client (or encourage them to).
Inform the Practice Director immediately (phone/text).
Document fully (risk form, session notes) on Cliniko.
After session:
Draft GP risk letter if not already in crisis care.
Upload safety plan/risk assessment to Cliniko.
2. Client at High Risk (But Not Immediate)
Explore ideation/intent/plan in session.
Complete risk assessment and safety plan.
Inform the Practice Director the same day (call/text/email).
Draft GP letter → send for supervisor approval → then send to GP.
Continue monitoring risk weekly, update the Practice Director after each session.
3. Child or Adult Safeguarding Concern
If there are signs of abuse, neglect, or safeguarding concerns:
Record facts only (avoid speculation).
Inform the Practice Director immediately.
Contact the local safeguarding team / social services (child protection or adult safeguarding, depending on the concern).
If you believe someone is at immediate risk of serious harm, call the police (999).
If a safeguarding concern is witnessed during an online session (e.g., a child in danger in the background, or disclosure of harm):
Make a clinical decision in the moment:
Either notify the client that you will be reporting the concern,
Or, if informing them could increase risk, report without disclosure to keep others safe.
Contact the local safeguarding team / social services (child protection or adult safeguarding, depending on the concern).
If you believe someone is at immediate risk of serious harm, call the police (999).
Document the concern, your decision-making process, who you contacted, and any actions taken on Cliniko.
Medical Emergency (During Session)
If the client becomes physically unwell or unresponsive:
Call 999 (ambulance).
If online, call emergency services for their location (if known).
Contact their Emergency contact.
Notify the Practice Director.
Document the incident in Cliniko.
5. Therapist Emergency / Sudden Unavailability
Illness / tech failure / personal emergency:
Inform clients ASAP (text/email).
If long-term absence → the Practice Director arranges cover or discharges clients with referral options.
Business continuity plan:
Supervisor / trusted colleague listed as emergency contact to hold client risk if you are suddenly unavailable.
Key Contacts (Where to find them)
Emergency contact > On Cliniko > Patient intake form.
GP contact > On Cliniko > Patient intake form.
Emergency services 999.
Non-emergency medical advice NHS 111.
Local NHS crisis team contact details.
Safeguarding board (adult & child).
Emergency Protocol Quick Guides - Downloadable
