Adult safeguarding reports

Sylvia Rushbrooke made this Freedom of Information request to Healthwatch Wandsworth

This request has been closed to new correspondence from the public body. Contact us if you think it ought be re-opened.

The request was partially successful.

Sylvia Rushbrooke

Dear Healthwatch Wandsworth,
1 Please can you send me the policy/guidelines that Health watch refers to when members of the public report abuse and neglect directly to health watch
and what action they take re SOP

2 Please can you tell me what health watch does with information reported to them re abuse and neglect in a local care home

3 Who is the service user representative for health watch and how do service users make contact with them

4 How often are health watch forums
and how do service users attend

Yours faithfully,

Sylvia Rushbrooke

Sarah Cook,

3 Attachments

Dear Sylvia,

 

Thank you for your email. We have attempted below to clarify the answers
to your questions below. I’ve listed your question and then provided the
answer below it:

 

1    Please can you send me the policy/guidelines that Health watch refers
to when members of the public report abuse and neglect directly to health
watch

and what action they take re SOP

 

When healthwatch receives feedback from a member of the public about a
local service, this is logged alongside all of our public feedback and is
used to shape our collective Healthwatch Wandsworth knowledge about
services in the borough.

 

Healthwatch Wandsworth is not a complaints service, but if we hear of a
safeguarding issue related to information we have been given, we may raise
this with the Access Team in the council’s Adult Social Care team if it’s
relating to adults. There is not a specific policy document about this
because our role is limited and we do not deal with individual cases.
There are several organisations escalation of a complaint if you want to
raise issues further if you are not happy with how the issues are being
progressed, see the Healthwatch guide to how to complain here
[1]http://www.healthwatch.co.uk/complaints/... and the councils website
also has some details
http://www.wandsworth.gov.uk/downloads/f....

 

2 Please can you tell me what health watch does with information reported
to them re abuse and neglect in a local care home

 

Please see above

 

3 Who is the service user representative for health watch and how do
service users make contact with them

 

Our Healthwatch Wandsworth Representatives attend meetings representing
Healthwatch Wandsworth and the consensus view of the local public based on
collective knowledge and feedback we have had from collecting local
experiences. They do not represent individual service users, patient cases
or advocate for individuals on specific problems.

 

Members of the public can contact us about service experiences and
feedback,  using the contact details for the office provided on the
website. This feedback is logged and forms part our overview of the wider
picture of services based on all of the feedback we have received. This
knowledge about the overview of local views can be used by our team of
Healthwatch Wandsworth Representatives when attending a variety of
meetings.

 

Two years ago, Healthwatch Wandsworth was invited to nominate a
representative to attend the bi-monthly meetings of the Safeguarding Adult
Partnership Board (SAPB) in Wandsworth. This forum includes 
representatives from a large number of organisations that either provide
services with direct responsibility for different aspects of safeguarding
(NHS, police, social work, etc) or are engaged in voluntary work with
vulnerable groups.  There is also a nominated ‘service user
representative’  from the local Equalities  Working Group, who is entitled
to raise any general concerns that they have picked up from this community
group at SAPB meetings. The SAPB’s role is to develop and monitor the work
of the Safeguarding Team and to promote effective collaboration between
local services. Individual cases are never discussed, except on rare
occasions where there has been a serious failure in a particular case.

 

There are other organisations locally who offer an advocacy service and
other organisations who handle complaints. We will signpost any
individuals on to the appropriate organisations for them to proceed with
complaints and concerns.

 

4 How often are health watch forums and how do service users attend

 

Healthwatch Wandsworth organisers four public events per year. These have
a variety of topics to update members of the public about changes to
services in the local area and to offer an opportunity for asking
questions of the commissioners and service providers. Details can be seen
on our ‘Events’ page of our website and if someone has signed up as a
member on our website they will also receive notification in an email
newsletter.

 

I hope that this clarifies the answers to your questions.

 

Yours sincerely,

 

Sarah Cook

Healthwatch Manager, Healthwatch Wandsworth

 

[2]image003_tw[3]image002_fb[4]image001         

 

t: 020 8516 7785 | w: [5]www.healthwatchwandsworth.co.uk | e:
[6][email address] |

   

For the Healthwatch Information and Signposting Service

Call: 020 8516 7767  Available Monday – Thursday 9.00 – 5.00pm and Fridays
10.00-2.00pm

Email: [7][email address]

Visit: [8]http://www.healthwatchwandsworth.co.uk/i...

 

 

 

From: Sylvia Rushbrooke
[[9]mailto:[FOI #383925 email]]

Sent: 24 January 2017 01:00

To: FOI requests at Healthwatch Wandsworth

Subject: Freedom of Information request - Adult safeguarding reports

 

Dear Healthwatch Wandsworth,

 

1    Please can you send me the policy/guidelines that Health watch refers
to when members of the public report abuse and neglect directly to health
watch

and what action they take re SOP

 

2 Please can you tell me what health watch does with information reported
to them re abuse and neglect in a local care home

 

3 Who is the service user representative for health watch and how do
service users make contact with them

 

4 How often are health watch forums

and how do service users attend

 

Yours faithfully,

 

Sylvia Rushbrooke

 

References

Visible links
1. http://www.healthwatch.co.uk/complaints/...
2. https://twitter.com/HWWands?original_ref...
3. https://www.facebook.com/healthwatchwand...
5. http://www.healthwatchwandsworth.co.uk/
6. mailto:[email address]
7. mailto:[email address]
8. http://www.healthwatchwandsworth.co.uk/i...
9. mailto:[FOI #383925 email]

Dear Sarah Cook,
I recived the following from your office and have aske for clarification on certain matters raised;
1 Please can you send me the policy/guidelines that Health watch refers
to when members of the public report abuse and neglect directly to health
watch and what action they take re SOP

When healthwatch receives feedback from a member of the public about a
local service, this is logged alongside all of our public feedback and is
used to shape our collective Healthwatch Wandsworth knowledge about
services in the borough.

1a My request was specifically re abuse and neglect reported to your service - Please confirm if my understanding of the response is correct - you log the report of abuse and neglect but do nothing with the information and do not pass to safeguarding ?

Healthwatch Wandsworth is not a complaints service, but if we hear of a
safeguarding issue related to information we have been given, we may raise
this with the Access Team in the council’s Adult Social Care team if it’s
relating to adults.

1a It is not very comforting to know that your service may or may not make a decsion to pass on reports of abuse and neglect that are serious matters and where people are at known risk re their health - is this the SOP for Healthwatch?

There is not a specific policy document about this
because our role is limited and we do not deal with individual cases.
There are several organisations escalation of a complaint if you want to
raise issues further if you are not happy with how the issues are being
progressed,

1a If information given to Healthwatch is not passed on re abuse and neglect reported in any authority environment how would the reporter of that abuse know where to escalate to and when - when there is no feedback?

2 Please can you tell me what health watch does with information reported
to them re abuse and neglect in a local care home

2a I understand from the response that generally you do nothing with abuse and neglect information/reports except log it - if you do something with that information what would the threshold be fpr passing on to safeguarding or others by Healthwatch?

3 Who is the service user representative for health watch and how do
service users make contact with them

Our Healthwatch Wandsworth Representatives attend meetings representing
Healthwatch Wandsworth and the consensus view of the local public based on
collective knowledge and feedback we have had from collecting local
experiences.

3a If you do not give feedback to service users who report matters to your organisation how do service users know their views are represented if they cannot attend such meetings and hear that they are represented ? at what point does an individuals reported issue become a collective service users issue - ones of safety by one may concern and affect many ?

They do not represent individual service users, patient cases
or advocate for individuals on specific problems.

Members of the public can contact us about service experiences and
feedback, using the contact details for the office provided on the
website. This feedback is logged and forms part our overview of the wider
picture of services based on all of the feedback we have received. This
knowledge about the overview of local views can be used by our team of
Healthwatch Wandsworth Representatives when attending a variety of
meetings.

3a As a serice user I find that wholly unsatisfactory and would like many others be able to attend such meetings to ensure matters raised by service users are indeed addressed and not just hope they are - where can service users access minutes of such meetings or attend such meetings?

Two years ago, Healthwatch Wandsworth was invited to nominate a
representative to attend the bi-monthly meetings of the Safeguarding Adult
Partnership Board (SAPB) in Wandsworth. This forum includes
representatives from a large number of organisations that either provide
services with direct responsibility for different aspects of safeguarding
(NHS, police, social work, etc) or are engaged in voluntary work with
vulnerable groups. There is also a nominated ‘service user
representative’ from the local Equalities Working Group,

3a who nominates that service user representative and how ?
that none of us service users know about
How do service users make contact with that person in order to be represented as a service user ? and who is that perosn ?
How do other service users get matters addressed via their representative if no one knows who they are?

who is entitled to raise any general concerns that they have picked up from this community
group at SAPB meetings. The SAPB’s role is to develop and monitor the work
of the Safeguarding Team and to promote effective collaboration between
local services. Individual cases are never discussed, except on rare
occasions where there has been a serious failure in a particular case.

4 How often are health watch forums and how do service users attend

Healthwatch Wandsworth organisers four public events per year. These have
a variety of topics to update members of the public about changes to
services in the local area and to offer an opportunity for asking
questions of the commissioners and service providers. Details can be seen
on our ‘Events’ page of our website and if someone has signed up as a
member on our website they will also receive notification in an email
newsletter.

4a I have not been able to find healthwatch forums per se please advise ? how service users can attend meetings where the service user representative is attending?

Yours sincerely,

Sylvia Rushbrooke

Sarah Cook,

Dear Sylvia,

Thank you for your email.

I will take a look at the questions you have raised and hope to respond to you soon.

Yours sincerely,

Sarah Cook
Healthwatch Manager, Healthwatch Wandsworth

         

t: 020 8516 7785 | w: www.healthwatchwandsworth.co.uk | e: [email address] |
   
For the Healthwatch Information and Signposting Service
Call: 020 8516 7767  Available Monday – Thursday 9.00 – 5.00pm and Fridays 10.00-2.00pm
Email: [email address]
Visit: http://www.healthwatchwandsworth.co.uk/i...

show quoted sections

Sarah Cook,

Dear Sylvia,

 

Thank you for your email. It has taken me time to look in to this because
we wanted to ensure we know how your concerns were dealt with by our
predecessors.

 

I will try to address your questions as best I can, but firstly I want to
include a summary of how to follow up a safeguarding concern and where you
can go if you are not satisfied with how your concern is progressed
because it is important that you know where to go for help.

 

-       The Access Team in the council’s Adult Social Care team will
investigate any safeguarding concerns. If you would like to find out the
progress of an existing investigation you can contact them 020 8871 7707

[1][email address]

 

-       If you are not happy with how an investigation is being carried
out you will need to escalate this to the Complaints and Information Team:
[2][email address]

 

-       You have also sent our Information and Signposting service a
request for information about the Mental Capacity Act. To answer your
questions, the MCA lead for Wandsworth and Merton CCG’s is David Parry,
Joint Designated Professional Adult Safeguarding. You can contact the CCG
regarding any questions about MCA by calling 020 8812 6600.

 

-       If you wanted to raise concerns about the implementation of
Deprivation of Liberty or LPA, in the first instance you can contact the
provider of the service your concern relates to. If you are not happy with
the response of the provider you can escalate this to the Parliamentary
Health Service Ombudsman (for NHS or government department related
complaints), or Local Government Ombudsman (for local authority/council
related complaints).

 

-       People can also share their experience of care with the CQC
(although, this cannot be used as a way of making a complaint) here:
[3]http://www.cqc.org.uk/share-your-experie...

 

I will now try to address your questions below.

 

1a My request was specifically re abuse and neglect reported to your
service - Please confirm if my understanding of the response is correct -
you log the report of abuse and neglect but do nothing with the
information and do not pass to safeguarding ?

2a I understand from the response that generally you do nothing with abuse
and neglect information/reports except log it - if you do something with
that information what would the threshold be for passing on to
safeguarding or others by Healthwatch?

1a It is not very comforting to know that your service may or may not make
a decision to pass on reports of abuse and neglect that are serious
matters and where people are at known risk re their health - is this the
SOP for Healthwatch?

 

During a conversation with a member of the public, if the conversation
contains a potential safeguarding issue we will inform the Access Team in
the council’s Adult Social Care team to investigate the situation. Perhaps
the wording of the previous response and the use of the word ‘may’ was
not appropriately accurate. We do not make a judgement ourselves or have a
criteria for deciding on a safeguarding issue. We would refer anything
that might be a safeguarding concern to the Adult Social Care team who
have the expertise, the authority and the resources to investigate. Our
involvement with an individual case ends at referral. The judgement of
safeguarding concerns or a threshold is not something we would define.

 

You are correct we will then log the issue raised alongside all of our
public feedback and is used to shape our collective Healthwatch Wandsworth
knowledge about services in the borough. If there appears to be a systemic
or recurring problem we can raise this as appropriate. I have looked in to
what happened when you contacted us in the past and I can see that staff
did flag your concerns with the Adult Social Care team and ensured this
was dealt with. They also went further to help by raising the issues in
your case in meetings with commissioners.

 

Local Healthwatch set-up can vary between in terms of operation and
procedures and safeguarding procedures will differ between boroughs.

 

1a If information given to Healthwatch is not passed on re abuse and
neglect reported in any authority environment how would the reporter of
that abuse know where to escalate to and when - when there is no feedback?

 

As above, a safeguarding concern is referred to the Access Team. To find
out how a concern is progressed you should contact the Access Team. If you
want to escalate your concern we can provide information and signposting
to where to go to pursue concerns and complaints as outlined at the
beginning of this email.

 

3a If you do not give feedback to service users who report matters to your
organisation how do service users know their views are represented if they
cannot attend such meetings and hear that they are represented ? at what
point does an individuals reported issue become a collective service users
issue - ones of safety by one may concern and affect many?

3a As a service user I find that wholly unsatisfactory and would like many
others be able to attend such meetings to ensure matters raised by service
users are indeed addressed and not just hope they are - where can service
users access minutes of such meetings or attend such meetings?

 

To clarify, this question related to the work of the Safeguarding Adults
Board (SAPB) meetings. You can contact the board using their email address
[4][email address].

 

Healthwatch attends these meetings to understand and keep up to date with
the safeguarding system as a whole and attend using information gathered
about a variety of experiences of residents. At this stage we are also not
involved in individual cases. Cases are dealt with by the Access team who
can provide the feedback on individual cases and preserve the confidential
and sensitive information that will be involved.

 

3a who nominates that service user representative and how ?

that none of us service users know about How do service users make contact
with that person in order to be represented as a service user ? and who is
that perosn ?

How do other service users get matters addressed via their representative
if no one knows who they are?

 

As in the previous email the representative is from the local Equalities
Working Group. To get further detail about their role you can contact the
organisers of the Safeguarding Adults Board as above.

 

4a I have not been able to find healthwatch forums per se please advise ?
how service users can attend meetings where the service user
representative is attending?

The Healthwatch Wandsworth forums are advertised on our ‘Events’ page,
they are called ‘Healthwatch Assemblies’ – here is a link:
[5]http://www.healthwatchwandsworth.co.uk/c...

This is a public event so anyone can attend.

If your second question refers to the service user representative on the
SAPB, this is not a Healthwatch representative so they may not be in
attendance. However, it is a public event so they can attend if they
choose.

 

Best wishes,

 

Sarah

 

 

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