The Newcastle upon Tyne Hospitals NHS Foundation Trust

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1 The Newcastle upon Tyne Hospitals NHS Foundation Trust Procedure for Joint Management of Complaints and Safeguarding Concerns within the Newcastle upon Tyne Hospitals NHS Foundation Trust Version No.: 1.1 Effective From: 28 April 2015 Expiry Date: 30 April 2017 Date Ratified: 31 March 2015 Ratified By: Trust Safeguarding Operational Management Group 1 Introduction The purpose of this procedure is to ensure that the Trust has a co-ordinated approach to the management of concerns regarding Trust care which may be subject to both Complaint and Safeguarding processes. 2 Aims The 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 with in an open and co-ordinated approach in order to minimise distress. 4. Trust Managers are appropriately informed of complaints and safeguarding concerns. 3 Guidance A flow diagram is appended which illustrates anticipated information flows. The following steps/guidance are to be followed. 3.1 Safeguarding concerns related to NUTH care: Any concern that is received by a Trust Safeguarding professional (Adult/Maternity/Child) which contains concerns relating to care provided by the Trust, and therefore may be subject to a Complaint must be notified to Patient Relations. This is to be via to Patient Relations inbox on day of receipt of the concern and will detail patient name, MRN number and the Directorate concerned Patient Relations will log these as a pre-complaint If Patient Relations are in receipt of, or receive in the future a complaint that is related to a pre-notification from Safeguarding, they will contact Page 1 of 5

2 relevant Safeguarding Specialist Nurse or Midwife to ascertain information relating 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 to ensure they are kept informed of progress. b) Any potential impact on complaint response times Ongoing discussion will continue as necessary to ensure safeguarding and complaints processes are progressing in parallel and not causing delay or confusion The outcome of safeguarding processes will be shared with Patient Relations to inform complaint response. 4 Complaints with Safeguarding concerns 4.1 Patient Relations will screen all complaints for safeguarding concerns, if any are identified Safeguarding will be notified via Patient Relations will document the screening of complaints for safeguarding issues on the Complaints front sheet. 4.3 Following receipt of notification, Patient Relations and Safeguarding Specialist Nurse or Midwife will discuss and agree: a) If concern is to be reported through formal external safeguarding processes. b) If Police may be involved in investigation. c) Communication of any referral made to the patient/family/trust staff as appropriate. d) Next steps in terms of investigation. This may require advice from the Directorate Management Team/Director of Nursing and Patient Services/Head of Nursing. Safeguarding specialists will keep Patient Relations informed of the progress of relevant safeguarding procedures/decisions. a. Regular liaison between Safeguarding teams and Patient Relations to be maintained and documented Page 2 of 5

3 5 Training and Education Joint education on the use of this protocol and the thresholds for raising safeguarding concerns and Trust complaints procedures will be undertaken by the Specialist Nurses and Midwives for the Adult/Children and Maternity Services and Patient Relations 6 Equality and diversity The Trust is committed to ensuring that, as far as is reasonably practicable, the way we provide services to the public and the way we treat our staff reflects their individual needs and does not discriminate against individuals or groups on any grounds. This document has been appropriately assessed. 7 Monitoring compliance Standard / process / issue Number of Safeguarding Concerns reported to Patient Relations as a potential complaint. Number of Safeguarding Concerns reported to Safeguarding teams as a potential Safeguarding concern Monitoring and audit Method By Committee Frequency Numerical report Numerical report Patient Relations Department Safeguarding Complaints Panel Trust Safeguarding Operational Management Group Annually Annually 8 Consultation and review This procedure has been developed in consultation with Named Professionals with responsibility for Adult Safeguarding, Children and Maternity Services and Patient Relations Manager. The Safeguarding Operational Management Group and Trust Complaints Panel have reviewed and approved this procedure. 9 Implementation (including raising awareness) Safeguarding Named Professionals and Patient Relations Staff will be informed of the approval of this procedure and any changes identified following implementation. Further advice and guidance will be available from the Trust Safeguarding Operational Management Group and Head of Nursing Freeman or Patient Relations Manager 10 References Clinical Governance and Adult Safeguarding An Integrated Process. Department of Health London Feb Page 3 of 5

4 No Secrets: Guidance on Developing and Implementing Multi Agency Policies and Procedures to Protect Vulnerable Adults from Abuse; Department of Health 2000 Newcastle Safeguarding Multi-Agency policy and procedures (2009); Care Act 2014 (to be implemented 2015). 11 Associated documentation Child Protection and Safeguarding Children Concerns and Complaints Policy Safeguarding Adults Page 4 of 5

5 Safeguarding and Complaints Appendix 1 Patient Relations identify Safeguarding Concerns within a Complaint via screening question on Complaint front sheet Safeguarding (Adults or Children) identify concern about care provided by NuTH. Contact relevant safeguarding team via Safeguarding Adults/Child/Maternity Specialist Nurse or Midwife Patient Relations in-box with patient name, MRN (unique identifier) number and Directorate Logged as pre complaint by Patient Relations Discussion between Safeguarding and Patient Relations to share relevant information and ensure family contact/liaison is co-ordinated YES Complaint Received NO No Further Action Complaints process continues. May be negotiation regarding timescale to enable Safeguarding to complete Safeguarding process continues Completed outcome shared with Complaints Page 5 of 5

6 The Newcastle upon Tyne Hospitals NHS Foundation Trust Equality Analysis Form A This form must be completed and attached to any procedural document when submitted to the appropriate committee for consideration and approval. PART 1 1. Assessment Date: 12 th April Name of policy / strategy / service: Procedure for Joint Management of Complaints and Safeguarding Concerns within the Newcastle upon Tyne Hospitals NHS Foundation Trust 3. Name and designation of Responsible Officer: Frances Blackburn, Head of Nursing, Freeman 4. Names & Designations of those involved in the impact analysis screening process: 5. Is this a: Policy X Strategy Service Is this: New Revised X Who is affected: Employees X Service Users X Wider Community 6. What are the main aims, objectives of the policy, strategy, or service and the intended outcomes? (These can be cut and pasted from your policy) To ensure a co-ordinated approach to management of concerns regarding Trust care which may be subjected to both complaints and Safeguarding procedures. Page 1 of 4

7 7. Does this policy, strategy, or service have any equality implications? Yes X No If No, state reasons and the information used to make this decision, please refer to paragraph 2.3 of the Equality Analysis Guidance before providing reasons: 8. Summary of evidence related to protected characteristics Protected Characteristic Race / Ethnic origin (including gypsies and travellers) Sex (male/ female) Evidence i.e. What evidence do you have that the Trust is meeting the needs of people in various protected Groups related to this policy/service/strategy please refer to the Equality fact files available via the link below (add link) Does evidence/engagement highlight areas of direct or indirect discrimination? If yes describe steps to be taken to address (by whom, completion date and review date) No Trust level data however national data identified that individuals with a protected characteristic may be more vulnerable to abuse. The factors which may increase vulnerability are included in Safeguarding Training. Trust has Safeguarding Adults and Children s procedures and policies which reflect statutory and best practice requirements. Does the evidence highlight any areas to advance opportunities or foster good relations? If yes what steps will be taken? (by whom, completion date and review date) Religion and Belief Sexual orientation including lesbian, gay and bisexual people Page 2 of 4

8 Age Disability learning difficulties, physical disability, sensory impairment and mental health. Consider the needs of carers in this section Gender Reassignment Trust has mechanisms to flag people with Learning Disability and Care Pathways. Marriage and Civil Partnership Maternity / Pregnancy 9. Are there any gaps in the evidence outlined above? If yes how will these be rectified? No Trust level data available. 10. Engagement has taken place with people who have protected characteristics and will continue through the Equality Delivery System and the Equality Diversity and Human Rights Group. Please note you may require further engagement in respect of any significant changes to policies, new developments and or changes to service delivery. In such circumstances please contact the Equality and Diversity Lead or the Involvement and Equalities Officer. Do you require further engagement Yes No X Page 3 of 4

9 11. Could the policy, strategy or service have a negative impact on human rights? (E.g. the right to life, respect for private and family life, the right not to be treated in a degrading way, and the right to education?) No PART 2 Signature of responsible Officer Print name Frances Blackburn Date of completion 14 th April 2015 (If any reader of this procedural document identifies a potential discriminatory impact that has not been identified, please refer to the Policy Author identified above, together with any suggestions for action required to avoid/reduce the impact.) Page 4 of 4

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