Click here to edit subtit

Emergencies, Problems and Complaints Policies

Your child's welfare is our number one priority and we do everything possible to ensure their safety and security. 

  • The staff ratio for children under the age of 6 is 1:8
  • The staff ratio for children aged 6-7 is 1:12
  • The staff ratio for children aged 8+ is 1:16


There will be a qualified Designated First Aider (DFA) on the premises at all times who has been trained in first aid for infants and young children.

  • A first aid box is always available
  • DFA has the first aid box which is kept in an accessible place out of the reach of children.
  • Recording of all accidents is essential and they will be recorded on our accident/incident forms which are held and reviewed by our Co-ordinator
  • Staff / Chaperones must report any illness, accidents or emergencies to the DFA
  • Parents/guardians will be informed if their child is injured or involved in an accident and asked to read and sign an accident report form
  • First Aid is administered only by DFA
  • Parents/guardians may be called to collect sick or injured children if necessary
  • Rubber gloves will be available for cleaning and medical gloves for First Aid
  • Staff to be mindful of the risk of HIV/AIDS infections, particularly in relation to vomit, blood etc.
  • Staff must practice good hygiene at all times


Incident forms provide us with an accurate record of any incident that occurred. They are useful primarily for two reasons:

  1. To be used by the Designated First Aider (DFA) to explain to a parent/guardian what happened to their child.
  2. To be used by the DFA to determine whether any follow up action should be taken as the result of an incident.

Incident forms should be completed following the occurrence of any unusual incident. It is not expected that a form will be completed should a child be stung by nettles or for a minor graze following a fall for example. In these circumstances, if called to administer first aid, DFA will simply keep a list of these events.However, for all other events, an incident form must be completed:

  • DFA is responsible for completing all incident forms where an injury has occurred.
  • After administering first aid, DFA will liaise with the leader in charge of the group to ascertain the circumstances of the incident.
  • DFA will write up the event and give the top copy (white) of the form to the Group Leader.
  • DFA will attend all incidents with the incident book. It will be completed before departure from the incident site wherever possible.
  • Should there be any doubt as to whether or not an incident form is required the policy is to complete one anyway.
  • For any incident that occurs where there was no injury, the leader in charge of the group should refer to the manager and matron/DFA for advice on completion of an incident form


Unless a prior signed decision from a parent/guardian is given to Suffolk All Stars in advance, the choice to proceed with medical treatment without parental/guardian consent lies with the doctor.

  • Staff call the emergency services, with child's registration form in hand to pass on any relevant medical details.
  • Staff inform parents/guardians that their child is a casualty and that the emergency services have been called.
  • A member of staff remains with the casualty.
  • One member of staff will go with the casualty if the parent/guardian cannot get to the provision before ambulance leaves.
  • The child's registration form with any consent to medical treatment forms are taken to the hospital by the escorting member of staff.
  • A member of staff remains with the child until the parent/guardian arrives at the hospital.


If you find the fire:

  • Raise the alarm and ensure evacuation of children has commenced
  • The Manager is responsible for calling the emergency services (999).
  • The Manager is responsible for liasing with the main school office
  • Tackle the fire if safe to do so. Do not put yourself at any risk
  • Check all children, employees and visitors are out of the building
  • Close doors on exit
  • Assemble at assembly point

If you hear the alarm:

  • On hearing the fire alarm the children in each room will be collected together and taken out of the nearest fire exit to the assembly point
  • Staff should be aware of the evacuation procedures for each classroom
  • One member of staff will collect the registers before going outside. Once outside the children will line up and the register will be taken
  • The Manager (or deputy) will liaise with the main school office for further instruction by using a mobile phone, once she has evacuated the building
  • Only the manager can decide if and when it is safe to re-enter the building. This must be done in liaison with the emergency services.
  • Where it is not possible to return to the building the children will be taken to the Sports Hall to be kept warm and dry and to await collection by their parents/carers
  • The Manager will inform the authorised collectors that the children can be collected from the Sports Hall
  • will be advised each day, dependant on venue.


There are a limited number of situations where a child could be lost and these are: -

  1. Where a child deliberately removes his/herself from the provision
  2. Where a child indivertibly removes his/herself from the provision
  3. Where an unapproved adult takes a child from the provision

Should a child become lost the following action should be taken: -

  • Alert the Manager who will make enquiries of relevant members of staff as to when the child was last seen and where.
  • Remember the safety of the other children, with regard to supervision and security and staffing ratios.
  • Ensuring that the remaining children are sufficiently supervised and secure, one or preferably two members of staff should search the building and immediate vicinity.
  • If the child cannot be found within twenty minutes then the parents/carers or emergency contact and the police must be informed.
  • Continue to search, opening up the area, keeping in touch with walkie talkies.
  • The Play Leader must record the incident in the incident book.
  • When the situation has been resolved members of staff should review the reasons for it happening and ensure measures are taken to ensure that it does not happen again. A report must then be given in writing to the Director. The Director will forward a copy of the report to SCC.


There are a number of reasons why a child may remain uncollected. Perhaps a parent is delayed or confused about who is collecting or about the time of collection. Should this occur then the following action will be taken:

  • We will attempt to contact you using the child details information
  • At least two adults will remain with the child until they are collected
  • We will not allow the child to return home alone or with an unauthorised adult unless we have your permission
  • Upon collection we will politely ensure that you understand our procedures
  • If this occurs more than once for the same child then they may not be allowed to return to camp.
  • If after 30 minutes no one arrives to collect the child and we have been unable to contact anyone by telephone, we will call the local social services department who will make arrangements for a social worker to collect the child


Parents will be contacted under the following circumstances:

  • Serious injury such as a broken or suspicion of broken bone
  • If the child is unable to participate due to serious illness or a toilet accident
  • If a child is seriously upset about being on camp
  • A bang to head that may result in concussion
  • Any situation resulting in a hospital visit
  • Serious behaviour problem
  • If the child is does not have food or drink


We aim to provide a high quality, efficient and accessible service to parents/guardians and children. However from time to time a parent/guardian or child may feel that they have a complaint against some aspect of our business or an individual member of staff. If a parent/guardian has an issue either involving an individual child or the provision as a whole they can do the following: -

Stage 1

The parent/guardian should contact Erin-Lea Murphy or Leo Martin. 

Should the complaint relate to a member of staff the parent/guardian should approach the Erin-Lea Murphy NOT the individual.
It is anticipated that most issues should be resolved at this stage.

Stage 2

If a comment, suggestion or complaint is received from a customer, either verbally or in writing, and a swift and appropriate resolution cannot be achieved by Erin-LEa Murphy we ask for a written complaint and the issue will be considered by the Director. The Director will send a Complaint Acknowledgement Letter to the customer within 24 hours to reassure the customer that the complaint has been received and is being dealt with. If more information is required they will contact the customer. A copy of this policy will be sent to the complainant. We will then fully investigate the matter within two days. If there are any delays, we will advise the complainant of the reasons and respond in writing. A full explanation will be provided for the complainant. Any response that is sent may be copied to the staff members concerned with recommendations for any action to be taken.

Stage 3

If appropriate a meeting may be organised between the complainant, any staff member involved and members of the management. An agreed written record of the discussion will be made.

Stage 4

In the event that the matter remains unresolved the Director will inform the parents/guardians that they are able to make a formal complaint to SCC.