1. Keeping Safe in Northamptonshire The Learning Disability Partnership Board Meeting November 2010 1

2. Today we are going to tell you about the work that has been done so far on our Keeping Safe Plan 2

3. The keeping safe group are working together in a co-production way to make sure people with learning disabilities are safe. 3

4. Northamptonshire will have a co-produced keeping safe plan by December 2010 4

5. The Partnership Board will know about the number of times people with a learning disability have felt unsafe. Scott will now tell now tell you about Safeguarding Adults Team figures 5

6. Safeguarding Adults information To show how many people are referred through the Safeguarding Adults Team To understand the different ways that people may be treated badly due to their disability 6

7. What is adult abuse? Abuse is mistreatment by any other person or persons that violates a person's human and civil rights. The abuse can vary from treating someone with disrespect in a way which significantly affects the person's quality of life, to causing actual physical suffering. This means that abuse is when anybody treats you badly and you do not get your rights. Abuse can happen in lots of different ways. Abuse can happen anywhere - in a residential or nursing home, a hospital, in the workplace, at a day centre or school or college, in supported housing or in the street. 7

8. Who is a vulnerable adult? A vulnerable adult is a person aged 18 years or over who may be unable to take care of themselves, or protect themselves from harm or from being exploited. Exploited means not being treated well. Somebody may not be able to protect themselves, perhaps because they have: a mental health problem a disability a sensory impairment are old and frail have some form of illness 8

9. Safeguarding Information 1st September 2009 to 31st August 2010 417 referrals out of 1967 referrals were from people with a Learning Disability 200 were Female 205 were Male 12 Unknown / Not Given: 12 9

10. Where the abuse took place Acute Hospital 1 Alleged Perpetrator's Home 7 (The abuser’s home) Community Hospital 1 Day Centre / Service 9 Education/Training/Workplace 1 General Hospital 3 Mental Health inpatient setting 11 10

11. Where the abuse took place Not Known 30 Nursing Care Home 1 Other 11 Other health setting 3 Public Place 25 Residential Care Home 160 11

12. Where the abuse took place Respite Care 5 St Andrews Hospital 10 Supported Accommodation 38 Vulnerable Adult's Home 86 Vulnerable Adults Relative's Home 15 12

13. Type of Abuse (There may be more than one type) Discrimination6 Financial & Material65 Institutional Abuse32 Neglect79 Not Given21 Physical193 Psychological77 Sexual49 13

14. The Partnership Board will know about the number of times people with a learning disability have felt unsafe. Luisa will now tell you about the Police figures. 14

15. Police Hate Crime figures Jan –Dec 2008 81 Disability Hate Crimes were reported Jan – Dec 2009 92 Disability Hate Crimes were reported Jan – Sep 2010 49 Disability Hate Crimes were reported ( Estimated figure for the end of 2010 is 65). 15

16. Where the Crimes took place Northampton and Wellingborough had the most hate crimes Daventry and South Northamptonshire had the fewest hate crimes 16

17. Types Of Crime Verbal abuse Ongoing problems (this can be called anti-social behaviour and harassment) Physically attacks 17

18. Most of the victims of hate crime had learning disabilities or difficulties (this includes forms of Autism and ADHD). People with physical disabilities reported slightly less hate crime and People with mental health issues reported the fewest crimes. Victims 18

19. People with learning disabilities and family carers will know their rights and how to complain 19

20. The Partnership Board will get information about the number and types of complaints received by Health and Social Services in the Council and by NHS 20

21. Health and Social Care 1st September 2009 to 31st August 2010 60 complaints were received 8 Complaints dealt with as 48 hour resolution. 31 Complaints dealt with formally. 1 Non-financial appeal. 6 Negative Comments. 3 Concerns 11 Enquiries. 21

22. Health and Social Care The types of complaints received 54% contacts were about Learning Disability Care Management. 11% contacts were about Local Authority Day Care. 8% contacts were about Local Authority Respite. 8% contacts about Domiciliary Care. 5% about the Commissioning Service. 22

23. Health and Social Care The types of complaints received 5% about Safeguarding. 3% contacts about Shared Lives Scheme 3% contacts about Care Homes. 1.5% contacts about Transport. 1.5% contact was about Local Authority Supported Housing. 23

24. Health and Social Care General reasons for complaints Financial Issues in relation to funding of care packages Poor Communication Lack of response to need requested Staff Conduct Self Directed Support Alleged Abuse. 24

25. Health and Social Care Of complaints that have concluded, they have found: 23% of complaints were correct and there was a problem in the service 14% of complaints were not correct and there was not any problems in that service 63% were partly correct and there were some problems in that service 25

26. Health and Social Care They have very little feedback logged about the customers satisfaction with the outcome of the complaint. They said that they relied on the customer coming back to them to say that they are not satisfied. 26

27. Health and Social Care The main themes of things learnt from complaints 1. Communication Keeping customers informed about where they are in ‘the process’. Returning telephone calls to customers. 27

28. Health and Social Care 2. Managing customer expectations About what they can expect to receive, especially in relation to direct payments. 3. The transitions process Customers moving from children’s to adult services.. 28

29. Health and Social Care 4. Customers receiving self directed support / direct payment The quality of the care that is provided, specifically in relation to customers living independently of their family.. 29

30. Health and Social Care They said it would be probably be more accurate to say that these are the things that they are encouraging the services to learn, rather than ‘lessons learnt’ by the Complaints Team. 30

31. East Midlands Ambulance Service NHS Trust At the moment the Ambulance Services were unable to tell when a complaint related to a patient with a learning disability. However they were not aware of any complaints in the last 12 months. 31

32. Northampton General Hospital Northampton General Hospital do not at present group complaints relating to people with a learning disability so it would be difficult for them to give us figures. They have said they will now do this so we can have figures for next year. 32

33. Kettering General Hospital From 1 April 2009 to 31 August 2010 the Trust received a total of 824 complaints. A review of the complaints during this period showed that the Trust had received a total of 5 complaints from patients or on behalf of patients with learning disabilities. 33

34. Kettering General Hospital The complaints were split between the Surgical and Medical Clinical Management Teams. The main themes from these complaints are general poor care or a failure to respond to the patient and issues relating to staff behaviour and attitude. 34

35. Kettering General Hospital Two of the complaints are still under investigation; however the other 3 complaints have been resolved satisfactorily on first investigation by the Trust. The Trust will continue to record when complaints have been received from patients with disabilities. 35

36. Kettering General Hospital Learning from the complaints The experiences of patients with learning disabilities that have been highlighted as complaints have been shared with staff to provide training, information and education. In particular, about how staff communicate with patients who have learning disabilities. 36

37. Kettering General Hospital Learning from the complaints Introduction of visitor badges which allows carers and family members to visit out of hours when it is needed Introduction of an pain management chart for patients with learning disabilities allowing staff to gain a better understanding of a patient’s condition and needs. 37

38. Kettering General Hospital Learning from the complaints Learning from complaints is reviewed as part of the Lessons Learned Forum to ensure that all of the things learnt are shared across all teams. 38

39. NHS Trust Learning Disability Services 23 complaints were received from or on behalf of people with learning disabilities during the period 1 st April 2009 to 31 st March 2010. Over half of the complaints (12) were resolved by staff locally. After completion of the investigation 70% were graded as low. 39

40. NHS Trust Learning Disability Services The types of complaints received for the 12 month period mainly covered Communication and attitude of nursing staff Patient safety Standard of nursing care 40

41. NHS Trust Learning Disability Services 48% of customers received explanations 30% received apologies. 19 customers were satisfied with the decision to their complaints. 4 customers were not satisfied with the written response received and requested for their complaints to be looked at again. No complaints were linked to an serious incident. 41

42. NHS Trust Learning Disability Services Learning arising from complaints received during the 12 month period: When a service is not available staff to make sure they tell the client/family/carer as appropriate. Staff to make sure that families and carers are told of any incidents that are reported and any injuries to people whilst in the care of the Trust 42

43. NHS Trust Learning Disability Services Staff to make sure that policy on confidentiality is always used. Raise record keeping standards at The Martins To support staff to reduce complaints about staff attitude and communication Staff to enrol on the Trust ’ s ‘ Communication Service Users and You ’ course. 43

44. All people with a learning disability will be able to have a keeping safe card if they want to. The cards will be available in different languages 44

45. Lots more people who work in different places will know more about people with a learning disability. 45

46. More people will know what a hate crime and a hate incident is and will feel safe and confident to report them in different places 46

47. People who look at things to do with safety in local areas will know more about the needs of people with learning disabilities. 47

48. Next Year These are some of the things we would like to do after 2011 Have more safe places. Have people with learning disabilities visit police stations and see what the service is like. People to understand the complaints procedures for the police. 48

49. Next Year These are some of the things we would like to do after 2011  Have a set of rules called a Charter that will say what your rights are as a person with a learning disability. We will try to get all organisations signed up to this set of rules. 49

50. Workshop Who else should we be training? Is there anything else you feel we could do to make life better for people with learning disabilities around Hate Crime? 50

51. Any questions? 51