Visitors attend workplaces every day, including customers, clients, suppliers, contractors, delivery drivers, inspectors and members of the public. Although they may only be on site for a short period, businesses still have responsibilities to help ensure their health and safety while they are on the premises.
If a visitor is injured, having a clear procedure helps staff respond quickly, provide appropriate assistance and record the incident correctly.
This guide explains what businesses should do when a visitor has an accident at work, including first aid, emergency response, accident reporting and follow-up actions.
This information is general guidance and should not be considered legal advice.
A visitor is anyone who is not working as part of the organisation's normal workforce but is lawfully present on the premises.
Examples include:
The exact response depends on the circumstances, but businesses should have a clear procedure that employees understand.
If a visitor requires assistance, first aid should be provided without unnecessary delay.
Employees should know:
See How to Call Emergency Services from the Workplace.
Emergency services should be contacted immediately if the visitor has a serious injury or life-threatening medical emergency.
Examples include:
See When to Call 999 vs 111 vs GP.
The incident should be recorded as soon as reasonably practicable.
Typical information includes:
See Accident Reporting & First Aid Records.
Businesses should investigate visitor accidents to understand why they occurred and whether improvements are needed.
An investigation may include:
The aim is to identify root causes and prevent similar incidents.
See Workplace Accident Investigation Guide.
| Hazard | Possible Outcome |
|---|---|
| Wet floors | Slips and falls |
| Uneven flooring | Trips |
| Poor lighting | Falls |
| Obstructed walkways | Trips and collisions |
| Loose cables | Trip injuries |
| Poor housekeeping | Various injuries |
Yes. Even seemingly minor incidents may reveal hazards that could affect employees, contractors or future visitors.
Investigations can identify weaknesses in procedures, housekeeping or workplace controls.
If an accident highlights a previously unidentified hazard or shows that existing controls are ineffective, the workplace risk assessment should be reviewed.
See Workplace First Aid Risk Assessment.
Some incidents involving members of the public may be reportable under RIDDOR if they meet the relevant reporting criteria.
Businesses should consider whether the circumstances require reporting under applicable health and safety legislation.
See RIDDOR Explained.
Employers should regularly review visitor safety arrangements.
Examples include:
A visitor accident should be managed in the same structured way as any other workplace incident.
Providing prompt first aid, recording the incident, investigating the cause and reviewing workplace controls can help improve safety for everyone using the premises.
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