Recurring concern
Unreliable communication access for people requiring support
- Reports that mention this concern
- 13
- Times this concern has been raised
- 13
- Stated actions linked to this concern
- 23
What this concern includes
Includes failures in support-service arrangements for contacting or being contacted by people requiring support, including overly restricted care-planned communication options, unavailable telephone contact and failure to provide suitable alternative channels when the person's circumstances require them.
What is not included
- Excludes generic communication, staffing or resource deficiencies unless they directly make support-service contact methods unavailable or unsuitable.
- Excludes failures limited to appointment scheduling, referral processing or clinical treatment after communication has been established.
- Excludes communication processes for unrelated recipients or settings where people requiring support are not the intended service users.
- Excludes neutral descriptions of preferred communication methods without an identified safety deficiency.
Trends
Reports over time
Reports mentioning this concern, 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.
Reports and published responses 13 reports
See individual reports that have raised this concern, and the actions taken in response
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Concerns raised1
Failure to provide service users and support networks with service-change information and current contact details
This report raised 4 other concerns. They are not shown here because they do not form part of this recurring concern.
Linked response
- South West London and St George'S Mental Health NHS Trust
Stated actions 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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South West London and St George'S Mental Health NHS Trust
Provide alternative team and crisis contacts through staff email footers, shared communication channels, voicemail messages and the Trust website.
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Concerns raised1
Failure of suicide prevention contact numbers to provide continuous access to someone able to speak with callers
This report raised 3 other concerns. They are not shown here because they do not form part of this recurring concern.
Linked response
- Sussex Partnership NHS Foundation Trust
Stated actions 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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Sussex Partnership NHS Foundation Trust
Recruit staff to improve Sussex Mental Health Line capacity.
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Sussex Partnership NHS Foundation Trust
Change Sussex Mental Health Line working patterns to improve call accessibility.
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Sussex Partnership NHS Foundation Trust
Improve Sussex Mental Health Line productivity to address demand and unanswered calls.
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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Sussex Partnership NHS Foundation Trust
A range of accessible community and crisis options, rather than improved helplines alone, is considered sufficient to provide local support 24/7.
-
Concerns raised1
Lack of accessible and reliable means for service users on unescorted leave to contact the facility
This report raised 3 other concerns. They are not shown here because they do not form part of this recurring concern.
Linked response
- The Trust
Stated actions An action is something a respondent says it has done, is doing, or plans to do in response to the concern raised.1
-
The Trust
Implement a Section 17 leave contact card giving patients key numbers for NHS 111, 999, the Crisis Team and their ward.
-
Concerns raised1
Failure to adapt patient contact methods to known communication needs
This report raised 10 other concerns. They are not shown here because they do not form part of this recurring concern.
Linked responses
- Cornwall Council
- Department of Health and Social Care
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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Cornwall Council
No further difficulties need to be overcome in the referral pathway into secondary mental health services.
-
Department of Health and Social Care
The Integrated Care Board is expected to respond to concerns about the specific care provided.
-
Concerns raised1
Failure of public service contact arrangements for people without a stable address
This report raised 6 other concerns. They are not shown here because they do not form part of this recurring concern.
Linked responses
- Department of Health and Social Care
- Ministry of Housing, Communities and Local Government
Stated actions An action is something a respondent says it has done, is doing, or plans to do in response to the concern raised.2
-
Ministry of Housing, Communities and Local Government
Continue supporting night shelters through training resources, high-quality accommodation requirements and specialist outreach roles funded through the Rough Sleeping Initiative.
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Department of Health and Social Care
Support NICE guidance improving access to coordinated, multidisciplinary health and social care for people experiencing homelessness.
Respondent positions A position is what a respondent says about the concern when they do not describe a specific action.1
-
Ministry of Housing, Communities and Local Government
Health-related concerns are led by DHSC, with DHSC and Manchester Integrated Care Board providing a separate, more detailed response.
-
Concerns raised1
Failure to act on requests to direct communication through a nominated person
This report raised 4 other concerns. They are not shown here because they do not form part of this recurring concern.
Linked response
- Department for Work and Pensions
Stated actions An action is something a respondent says it has done, is doing, or plans to do in response to the concern raised.4
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Department for Work and Pensions
Conduct an end-to-end review of the appointee process, including digital solutions, legislative changes, guidance, colleague capability and review timescales.
-
Department for Work and Pensions
Add a Universal Credit account banner displaying recorded explicit consent and its currency.
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Department for Work and Pensions
Deliver an explicit consent information campaign, including intranet dissemination, training videos, colleague training and effectiveness assessment.
-
Department for Work and Pensions
Update and disseminate consent and disclosure guidance to permit explicit-consent review periods of up to six months where appropriate.
-
Concerns raised1
Unavailability of services that can be called to discuss a person's mental state
This report raised 2 other concerns. They are not shown here because they do not form part of this recurring concern.
No linked response statementsNo respondent-stated action or position is linked to these concerns in the published data.
-
Concerns raised1
Lack of alternative contact arrangements during Care Coordinator absence
Linked response
- NAViGO Health and Social Care CIC
Stated actions An action is something a respondent says it has done, is doing, or plans to do in response to the concern raised.2
-
NAViGO Health and Social Care CIC
Implement sickness-absence cover arrangements through the Revised Policy, including patient notification, alternate support, duty-worker escalation, home-visit cover and caseload allocation.
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NAViGO Health and Social Care CIC
Continue operating the Revised Policy and maintain audited processes for informing new and existing staff about sickness-absence cover arrangements.
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Concerns raised1
Unavailability of telephone communication for people requiring support
This report raised 4 other concerns. They are not shown here because they do not form part of this recurring concern.
Linked response
- Adferiad Recovery Ltd
Stated actions An action is something a respondent says it has done, is doing, or plans to do in response to the concern raised.1
-
Adferiad Recovery Ltd
Seek updated automated communication routes for the service, such as text appointment reminders.
Respondent positions A position is what a respondent says about the concern when they do not describe a specific action.1
-
Adferiad Recovery Ltd
Routine telephone calls were not undertaken because administrators lacked therapeutic skills and using therapists would increase service pressure and waiting times.
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Concerns raised1
Failure to provide an accessible alternative contact when a personal advisor or social worker is unavailable
This report raised 1 other concern. They are not shown here because they do not form part of this recurring concern.
Linked response
- Kent County Council
Stated actions 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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Kent County Council
Advise young adults immediately when their allocated Personal Advisor is off long-term sick, providing the Team Manager’s name and Duty contact number.
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Kent County Council
Require the relevant staff member to add a mobile-phone voice message identifying whom to contact during their absence.
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Kent County Council
Ensure an out-of-office email reply is added when a staff member is absent on a long-term basis.
Actions and positions describe what organisations say in published responses. Implementation is not independently verified.
Data last updated 7 September 2026