Procedure for Joint Management of Complaints and Safeguarding ...

The Newcastle upon Tyne Hospitals NHS Foundation TrustProcedure for Joint Management of Complaints and Safeguarding Concernswithin the Newcastle upon Tyne Hospitals NHS Foundation TrustVersion No.: 1.0Effective From: 28 May 2013Expiry Date: 31 May 2015Date Ratified: 1 February 2013Ratified By: Trust Safeguarding Operational Management Group1 IntroductionThe purpose of this procedure is to ensure that the Trust has a co-ordinated approachto the management of concerns regarding Trust care which may be subject to both“Complaint” and “Safeguarding” processes.2 AimsThe procedure is to ensure that:1. Relevant information is shared.2. Robust complaints and safeguarding arrangements are in place.3. Patients’ families and carers are communicated to in an open and co-ordinatedapproach to minimise distress.4. Trust Managers are appropriately informed of complaints and safeguardingconcerns.3 GuidanceA flow diagram is appended which illustrates anticipated information flows. Thefollowing steps/guidance is to be followed.3.1 Safeguarding concerns related to NUTH care:3.1.1 Any concern that is received by a Trust Safeguarding professional(Adult/Maternity/Child) which contains concerns relating to care providedby the Trust, and therefore may be subject to a “Complaint” must benotified to Patient Relations. This is to be via e-mail to “Patient Relations”inbox on day of receipt of the concern and will detail patient name, MRNnumber and the Directorate concerned.3.1.2 Patient Relations will log these as a “pre-complaint”.3.1.3 If Patient Relations are in receipt of, or receive in the future a complaintthat is related to a pre-notification from Safeguarding, they will contactPage 1 of 5

elevant Safeguarding Specialist Nurse or Midwife to ascertain informationrelating to:a) Nature of complaint/safeguarding concerns.b) Timescales for likely completion of safeguarding procedures.c) Patients, families and carers involvement with Safeguarding.d) If any Police investigation is ongoing.Through discussion there will be agreement reached as to:a) How ongoing contact with patient/complainant/family will be managed toensure they are kept informed of progress.b) Any potential impact on complaint response times.3.1.4 Ongoing discussion will continue as necessary to ensure safeguarding andcomplaints processes are progressing in parallel and not causing delay orconfusion.3.1.5 The outcome of safeguarding processes will be shared with PatientRelations to inform complaint response.3.1.6 Complaints with safeguarding concerns.3.1.7 Patient Relations will screen all complaints and for safeguarding concerns,if any are identified Safeguarding will be notified via completion andsubmission of Cause for Concern form to the relevant Safeguarding Team.3.1.8 Patient Relations will document the “screening” of complaints forsafeguarding issues on the Complaints front sheet.3.1.9 Following receipt of Cause of Concern, Patient Relations andSafeguarding Specialist Nurse or Midwife will discuss and agree:a) If concern is to be reported through formal external safeguardingprocesses.b) If Police may be involved in investigation.c) Communication of that referral to patient/family/Trust staff asappropriate.d) Next Steps in terms of investigation. This may require advice fromDirectorate Management Team/Director of Nursing and PatientServices.Safeguarding Specialist will keep Patient Relations informed of the progressof safeguarding procedures/decisions of relevant Safeguarding Unit.Page 2 of 5

4 Training and EducationJoint education on the use of this protocol and the ‘thresholds’ for raising safeguardingconcerns and Trust complaints procedures will be undertaken by the Specialist Nursesand Midwives for the Adult/Children and Maternity Services and Patient Relations5 Equality and diversityThe Trust is committed to ensuring that, as far as is reasonably practicable, the way weprovide services to the public and the way we treat our staff reflects their individualneeds and does not discriminate against individuals or groups on any grounds. Thisdocument has been appropriately assessed.6 Monitoring complianceStandard / process / issueNumber of SafeguardingConcerns reported to PatientRelations as a potentialcomplaint.Monitoring and auditMethod By Committee FrequencyNumericalreportPatientRelationsDepartmentComplaintsPanelSixMonthlyNumber of SafeguardingConcerns reported toSafeguarding teams as apotential Safeguardingconcern7 Consultation and reviewThis procedure has been developed in consultation with Named Professionals withresponsibility for Safeguarding of Vulnerable Adults, Children and Maternity Servicesand Patient Relations Manager. The Safeguarding Operational Management Group andTrust Complaints Panel have all reviewed and approved this procedure.8 Implementation (including raising awareness)Safeguarding Named Professionals and Patient Relations Staff will be informed of theapproval of this procedure and any changes identified following implementation. Furtheradvice and guidance will be available from the Trust Safeguarding OperationalManagement Group and Head of Nursing Freeman or Patient Relations ManagerPage 3 of 5

9 ReferencesClinical Governance and Adult Safeguarding An Integrated Process. Department ofHealth London Feb 2010No Secrets: Guidance on Developing and Implementing Multi Agency Policies andProcedures to Protect Vulnerable Adults from Abuse; Department of Health 2000Newcastle Safeguarding Multi-Agency policy and procedures (2009)10 Associated documentation• Child Protection and Safeguarding Children: Policies and Procedures• Concerns and Complaints Policy• Safeguarding Adults PolicyPage 4 of 5

Safeguarding and ComplaintsAppendix 1Patient Relations identify SafeguardingConcerns within a Complaint via screeningquestion on Complaint front sheetSafeguarding (Adults or Children)identify concern about care provided byNuTH.Complete Cause for Concern form submitto relevant Safeguarding Team (Adult orChild)Safeguarding Adults/Child/MaternitySpecialist Nurse or Midwife e-mail “PatientRelations” in-box with patient name, MRN(unique identifier) number and DirectorateLogged as “pre complaint”by Patient Relations”Discussion between Safeguarding and Patient Relations toshare relevant information and ensure family contact/liaisonis co-ordinated Complaint Received No Further ActionYESNOComplaints process continues. May benegotiation regarding timescale to enableSafeguarding to completeSafeguarding process continuesCompleted outcome shared with ComplaintsPage 5 of 5

THE NEWCASTLE UPON TYNE HOSPITALS NHS FOUNDATION TRUSTIMPACT ASSESSMENT – SCREENING FORM AThis form must be completed and attached to any procedural document when submitted to the appropriate committee for consideration and approval.Policy Title:Procedure for Joint Management of Complaints and Safeguarding Concernswithin the Newcastle upon Tyne Hospitals NHS Foundation TrustPolicy Author:Yes/No?1. Does the policy/guidance affect one group less or more favourably than another onthe basis of the following: (* denotes protected characteristics under the EqualityAct 2010)• Race * No• Ethnic origins (including gypsies and travellers) No• Nationality No• Gender * No• Culture No• Religion or belief * No• Sexual orientation including lesbian, gay and bisexual people * No• Age * No• Disability – learning difficulties, physical disability, sensory impairment andmental health problems *No• Gender reassignment * No• Marriage and civil partnership * No2. Is there any evidence that some groups are affected differently? No3. If you have identified potential discrimination which can include associativediscrimination i.e. direct discrimination against someone because they associatewith another person who possesses a protected characteristic, are any exceptionsN/Avalid, legal and/or justifiable?4(a).Is the impact of the policy/guidance likely to be negative?(If “yes”, please answer sections 4(b) to 4(d)).N/A4(b). If so can the impact be avoided? N/A4(c). What alternatives are there to achieving the policy/guidance without the impact? N/A4(d) Can we reduce the impact by taking different action? N/AComments:Head of Nursing Freeman HospitalYou must provide evidence to support your response:This policy does not discriminate against any individual onthe basis of race, ethnicity, nationality, gender, culture,religion, sexuality, age or disabilityAction Plan due (or Not Applicable): NB/AName and Designation of Person responsible for completion of this form: Frances Blackburn Head of Nursing Freeman Date: 02/04/2013Names & Designations of those involved in the impact assessment screening process: Operational Safeguarding Management Committee(If any reader of this procedural document identifies a potential discriminatory impact that has not been identified on this form, please refer to the Policy Author identified above, togetherwith any suggestions for the actions required to avoid/reduce this impact.)For advice on answering the above questions please contact Frances Blackburn, Head of Nursing, Freeman/Walkergate, or, Christine Holland, Senior HR Manager. On completion this form must be forwardedelectronically to Steven Stoker, Clinical Effectiveness Manager, (Ext. 24963) steven.stoker@nuth.nhs.uk together with the procedural document. If you have identified a potential discriminatory impact of thisprocedural document, please ensure that you arrange for a full consultation, with relevant stakeholders, to complete a Full Impact Assessment (Form B) and to develop an Action Plan to avoid/reduce thisimpact; both Form B and the Action Plan should also be sent electronically to Steven Stoker within six weeks of the completion of this form.IMPACT ASSESSMENT FORM A October 2010