Recurring concern
Failure to escalate welfare concerns after unsuccessful contact
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Request correctionFirst reported 29 May 2014•Latest report 6 Mar 2026
What this concern includes
Includes failures to initiate, consider or complete appropriate welfare escalation after unanswered calls, messages, letters, callbacks or visits where the lack of contact creates a supported concern about the person's safety or need for assistance, including contacting relevant professionals, emergency services or welfare-check responders.
Not included
- Excludes ordinary unsuccessful contact attempts where no welfare concern or need for protective escalation is identified.
- Excludes failures to conduct an initial welfare check when no prior failed-contact escalation issue is asserted.
- Excludes generic communication, staffing or follow-up deficiencies unless they directly concern escalation after unsuccessful contact.
- Excludes failures limited to emergency-control-room escalation, missing-person response or a separately named safeguarding pathway when that named process provides the more specific supported boundary.
- Reports
- 10
- Individual concerns
- 10
- Date range
- 2014–2026
- Stated actions
- 18
Distinct published reports
A report can raise multiple concerns
First to latest report issue date
Described in published responses
Reports over time
Reports over time
Reports about this concern issued each year.
* 2026 is projected from reports observed to 7 Sep 2026.
Most frequent recipients
Most frequent recipients
Reports about this concern sent to each recipient.
Concerns and responses across reports
Only concerns grouped under this recurring concern are included. Select any concern, action or position to view the source wording.
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Concerns raised1
Failure of the no-access policy to include police involvement where the patient's life may be at risk
This report raised 2 other concerns. They are not shown here because they do not form part of this recurring concern.
Responses linked to these concernsEach statement is shown once, even when linked to more than one concern.
Actions described in response An action is something a respondent says it has done, is doing, or plans to do in response to the concern raised.1
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Action
Undertake a comprehensive review to strengthen the no-access policy’s emphasis on immediate escalation for patients at significant clinical risk.
Stated by Central London Community Healthcare NHS Trust
Respondent positions A position is what a respondent says about the concern when they do not describe a specific action.2
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Position
The existing policy already provides for police involvement where non-access creates immediate, escalating or significant risks to patient safety or life.
Stated by Central London Community Healthcare NHS Trust
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Position
Implemented improvements to no-access arrangements and the proportionate PSIRF response directly address the reported concerns and strengthen patient safeguards.
Stated by Central London Community Healthcare NHS Trust
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Concerns raised1
Failure to escalate unsuccessful contact attempts for a welfare check
This report raised 2 other concerns. They are not shown here because they do not form part of this recurring concern.
Responses linked to these concernsEach statement is shown once, even when linked to more than one concern.
Actions described in response An action is something a respondent says it has done, is doing, or plans to do in response to the concern raised.6
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Action
Contact unallocated service users through a welfare-call system and escalate concerns under new guidance.
Stated by North London NHS Foundation Trust -
Action
Train staff and implement the MaST tool for real-time caseload tracking and prioritisation of high-risk service users.
Stated by North London NHS Foundation Trust -
Action
Use RAG case tracking, weekly allocation meetings and interim manual audits to prioritise and follow up high-risk cases.
Stated by North London NHS Foundation Trust
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Action
Provide staff guidance on RCRP protocols, including escalation within the police system when welfare-check requests are declined.
Stated by North London NHS Foundation Trust -
Action
Clarify whether reported welfare-check arrangements have been completed in future cases.
Stated by GRAY’S INN MEDICAL GROUP -
Action
Discuss welfare-check clarification arrangements with practice management and the clinical lead.
Stated by GRAY’S INN MEDICAL GROUP
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Concerns raised1
Failure to escalate calls appropriately after unsuccessful contact
This report raised 5 other concerns. They are not shown here because they do not form part of this recurring concern.
Responses linked to these concernsEach statement is shown once, even when linked to more than one concern.
Actions described in response An action is something a respondent says it has done, is doing, or plans to do in response to the concern raised.2
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Action
Review policies and procedures for establishing contact with patients or callers at scene.
Stated by Welsh Ambulance Services NHS Trust -
Action
Develop a Memorandum of Understanding with police regarding the issue.
Stated by Welsh Ambulance Services NHS Trust
Respondent positions A position is what a respondent says about the concern when they do not describe a specific action.1
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Position
Police attendance for ambulance 999 welfare checks is considered inappropriate because police officers lack training for clinical assessment.
Stated by Welsh Ambulance Services NHS Trust
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Concerns raised1
Failure of failed visits policies to give sufficient prominence to police involvement
This report raised 7 other concerns. They are not shown here because they do not form part of this recurring concern.
Responses linked to these concernsEach statement is shown once, even when linked to more than one concern.
Actions described in response An action is something a respondent says it has done, is doing, or plans to do in response to the concern raised.3
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Action
Update the Failed Visits policy to align with relevant local-authority procedures and strengthen escalation, communication recording and police involvement.
Stated by Careworld London Limited -
Action
Formally launch the revised Failed Visits Procedure to Adult Social Care staff and commissioned providers.
Stated by London Borough of Tower Hamlets -
Action
Introduce a prominent emergency police-call checklist and clarify that any officer may call police when serious harm is suspected.
Stated by London Borough of Tower Hamlets
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Concerns raised1
Failure to take further action when follow-up contact after an unanswered alarm call fails
This report raised 7 other concerns. They are not shown here because they do not form part of this recurring concern.
Responses linked to these concernsEach statement is shown once, even when linked to more than one concern.
No linked response statementsNo respondent-stated action or position is linked to these concerns in the published data.
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Concerns raised1
Failure to immediately contact police when no one answers at the family home
This report raised 3 other concerns. They are not shown here because they do not form part of this recurring concern.
Responses linked to these concernsEach statement is shown once, even when linked to more than one concern.
Actions described in response An action is something a respondent says it has done, is doing, or plans to do in response to the concern raised.1
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Action
Identify how to reinforce guidance on escalating child safety or welfare concerns to children’s social care services or police.
Stated by Department for Education
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Concerns raised1
Failure to raise immediate concerns with appropriate agencies after no response from an emergency call system user
This report raised 5 other concerns. They are not shown here because they do not form part of this recurring concern.
Responses linked to these concernsEach statement is shown once, even when linked to more than one concern.
No linked response statementsNo respondent-stated action or position is linked to these concerns in the published data.
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Concerns raised1
Failure to make sufficient and timely welfare calls when no response is provided
This report raised 4 other concerns. They are not shown here because they do not form part of this recurring concern.
Responses linked to these concernsEach statement is shown once, even when linked to more than one concern.
No linked response statementsNo respondent-stated action or position is linked to these concerns in the published data.
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Concerns raised1
Failure to take appropriate action after unanswered welfare-check callbacks
This report raised 3 other concerns. They are not shown here because they do not form part of this recurring concern.
Responses linked to these concernsEach statement is shown once, even when linked to more than one concern.
No linked response statementsNo respondent-stated action or position is linked to these concerns in the published data.
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Concerns raised1
Failure to follow up police welfare-check requests when no response is received
Responses linked to these concernsEach statement is shown once, even when linked to more than one concern.
Actions described in response An action is something a respondent says it has done, is doing, or plans to do in response to the concern raised.5
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Action
Review existing community mental health service practice to inform safer police-requested check arrangements.
Stated by North London NHS Foundation Trust -
Action
Establish guidance requiring requests for checks to be followed up within six hours across community mental health teams.
Stated by North London NHS Foundation Trust -
Action
Issue the check-follow-up guidance to staff across the organisation.
Stated by North London NHS Foundation Trust
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Action
Develop a full organisational protocol for police-contact follow-up, including further work with Metropolitan Police colleagues.
Stated by North London NHS Foundation Trust -
Action
Obtain Trust Quality Committee ratification and formally issue the full protocol as a Trust protocol.
Stated by North London NHS Foundation Trust
Data last updated 7 September 2026