We use cookies to ensure that we give you the best experience on our website. If you continue we'll assume that you are happy to accept cookies.

Skip to main content

An inter-agency protocol for raising concerns and sharing related information (September 2008 Reviewed July 2011)

Would you know what's your responsibility to do in each of these cases?

Scenario 1:

Care Manager: You are reviewing a person's needs and placement in a care home when you observe another resident who is calling out to be taken to the toilet. A care worker walks past him several times, clearly busy with something else, but does not acknowledge him.

Scenario 2:

Home support workers: You are visiting a service user who needs help with personal care. You are only providing the morning service and a contracted agency is providing the evening assistance. While you are there the carer from the other agency lets herself in and calls out that she is returning the £10 that you service user has lent her.

These situations, in isolation, do not constitute abuse but are examples of poor practice.

The purpose of this protocol is to clarify the responsibility professionals in health and social care have to address and share concerns regarding the delivery of health and social care services by independent providers. This may arise from their observations in the range of settings i.e. care homes, private houses where domiciliary care providers are commissioned to deliver a service and day centres. It will also ensure that professionals, from health and social care, are directed to appropriate people for action, in a structured, proportionate and effective way.

The underlying principles of the protocol are:

  • Eradicate any immediate risk of harm to service users
  • Seek a view from the service user, where possible, about the issue of concern
  • Raise concerns at the point of observation, if it is safe to do so, in an open, non-confrontational way
  • Gather information from the relevant parties without asking leading questions
  • Be clear with the care provider about subsequent reporting or other actions that you intend to pursue
  • That staff have responsibilities and actions they should take before possible escalation to a referral to the "Adult Protection Unit".

The emphasis of this protocol is supporting providers to deliver the standard of service we expect and, where this falls short, to intervene in a way that helps them to improve.

The protocol also details how any concerns about a providers' performance in delivering health and social care will be shared amongst commissioners of the service.

Download the protocol


Help us improve Gloucestershire County Council

Don’t include personal or financial information like your National Insurance number or credit card details.