PFD report

Lewis Bates · Prevention of Future Deaths report

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Issued 1 Dec 2025•Manchester South

Report record

Published report and response evidence

This page connects the concerns raised in this report with statements found in recipients’ published responses. A link shows a clear evidence connection; it does not assign responsibility.

View original report
Concerns
3

Raised in this report

Recipients
1

Named on the report

Responses found
1

Of 1 recipient

Stated actions
6

Described in responses

Recipients and published responses

Source document

Full report text

This is the full text from the original published report.

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Concerns and recipient responses

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Report evidence summary

Concerns raised3

  1. Lack of guidance for call handlers on reasonable public enquiries concerning missing persons
  2. Failure to correctly distinguish between missing-person reporting and the Right Person Right Care initiative
    Part of recurring concern: Unreliable missing-person responsePart of recurring concern: Unsafe emergency call handlingPart of recurring concern: Unsafe implementation of Right Care, Right Person attendance decisions
  3. Failure to account for healthcare information-disclosure constraints when directing callers to make enquiries
    Part of recurring concern: Unreliable handling of healthcare information-disclosure constraints in emergency call advice
Responses linked to these concerns

Each statement is shown once, even when linked to more than one concern.

Actions described in response An action is something a recipient says it has done, is doing, or plans to do in response to a concern raised.5

  1. Action

    Issue formal guidance defining unreasonable enquiries for informants and setting out lawful alternatives when healthcare or sensitive information is relevant.

    Stated by Greater Manchester PoliceStated plannedThe respondent said that this action was planned when they made their response on 3 December 2025.
  2. Action

    Update the FCCO Sherlock guidance system with revised instructions for distinguishing Missing Person and RCRP procedures.

    Stated by Greater Manchester PoliceStated plannedThe respondent said that this action was planned when they made their response on 3 December 2025.
  3. Action

    Review Missing Person and RCRP policies, consult stakeholders, and progress senior-officer sign-off to clarify their distinction and reduce operational confusion.

    Stated by Greater Manchester PoliceStated plannedThe respondent said that this action was planned when they made their response on 3 December 2025.

Respondent positions A position is what a recipient says about a concern when it does not describe a specific action.2

  1. Position

    The request for callers to contact GP surgeries appears to be an isolated individual-learning incident, not a problem in existing tools or training.

    Stated by Greater Manchester PoliceDisputes the concernThe respondent disagreed with part of the concern or the basis for it.

Source evidence

How this individual concern was interpreted

PFD Monitor created a concise, searchable interpretation from the report wording shown below. Response links show a clear evidence connection; they do not assign responsibility.

PFD Monitor interpretation

Lack of guidance for call handlers on reasonable public enquiries concerning missing persons

Wider context from the report

“1. A detailed report by an officer from the force’s Professional Standards Branch which reviewed the handling of the 999 call was finalised on 10th June 2025. In the intervening time, whilst some individual learning has been recommended for the individual call handler, it is a matter of concern that no consideration appears to have been given to the systems issue raised by the report’s findings, namely that no guidance currently exists for call handlers as to what constitutes ‘reasonable enquiries’ by a member of the public in relation to a person reported as missing. ”

Is this part of a recurring concern?

No recurring-concern membership is currently published.

Open source report

Source evidence

How this individual concern was interpreted

PFD Monitor created a concise, searchable interpretation from the report wording shown below. Response links show a clear evidence connection; they do not assign responsibility.

PFD Monitor interpretation

Failure to correctly distinguish between missing-person reporting and the Right Person Right Care initiative

Wider context from the report

“3. Having considered the audio recording and transcript of the 999 call with the utmost care, I am concerned that the call handler appears confused as to whether she was dealing with the call as a missing persons report or under the Right Person Right Care initiative. I am concerned such confusion was a relevant factor in the appropriate police response to the 999 call not being provided on this occasion. ”

Is this part of a recurring concern?

Yes — Unreliable missing-person response; Unsafe emergency call handling; Unsafe implementation of Right Care, Right Person attendance decisions.

Open source report

Source evidence

How this individual concern was interpreted

PFD Monitor created a concise, searchable interpretation from the report wording shown below. Response links show a clear evidence connection; they do not assign responsibility.

PFD Monitor interpretation

Failure to account for healthcare information-disclosure constraints when directing callers to make enquiries

Wider context from the report

“2. In the context of the advice given by the call handler, I am concerned that the additional enquiries the caller was asked to undertake included contacting Mr Bates’s GP surgery and the local hospital, notwithstanding the potential legal constraints on healthcare providers disclosing information to a concerned member of the public. ”

Is this part of a recurring concern?

Yes — Unreliable handling of healthcare information-disclosure constraints in emergency call advice.

Open source report

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Issue formal guidance defining unreasonable enquiries for informants and setting out lawful alternatives when healthcare or sensitive information is relevant.

Verbatim wording from the response

“By the end of February 2026, GMP will issue formal guidance for call handlers clearly outlining:”

Source location

Response from Greater Manchester Police
Page 3 · response
Published 3 December 2025

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Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Update the FCCO Sherlock guidance system with revised instructions for distinguishing Missing Person and RCRP procedures.

Verbatim wording from the response

“Alongside the re-publication of amended policies, the Public Protection Division will work closely with the Force Contact, Crime and Operations (FCCO) Branch to ensure that revised guidance is made available to all call handlers and their supervisors. This will be delivered to respective teams and police staff via additional training. This measure is designed to prevent any further confusion and ensure consistency in decision-making.”

Source location

Response from Greater Manchester Police
Page 4 · response
Published 3 December 2025

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Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Review Missing Person and RCRP policies, consult stakeholders, and progress senior-officer sign-off to clarify their distinction and reduce operational confusion.

Verbatim wording from the response

“GMP will conduct a full review of both the Missing Person and RCRP policies to identify areas of overlap and potential confusion. Following this review and wherever appropriate:”

Source location

Response from Greater Manchester Police
Page 3 · response
Published 3 December 2025

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Disseminate a reminder to call handlers through bespoke correspondence and FCCO digital wallboards that members of the public should not be asked to contact GP surgeries for information.

Verbatim wording from the response

“To prevent any future mistakes, bespoke correspondence has been forwarded to Call Handlers; and internal FCCO digital wallboards have been updated with a reminder that this does not constitute a reasonable enquiry for a member of the public reporting a concern for welfare and/or a potential missing person.”

Source location

Response from Greater Manchester Police
Page 3 · response
Published 3 December 2025

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Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Deliver enhanced call-handler and supervisor training on vulnerability assessment, complex cases, escalation decisions, and supervisory quality assurance.

Verbatim wording from the response

“Rather than imposing rigid lists, GMP will strengthen decision-making through enhanced training and guidance for call handlers. This will include:”

Source location

Response from Greater Manchester Police
Page 4 · response
Published 3 December 2025

Open published response

Source evidence

How this respondent position was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

The request for callers to contact GP surgeries appears to be an isolated individual-learning incident, not a problem in existing tools or training.

Verbatim wording from the response

“The Call Handler responsible has been given organisational learning feedback regarding this incident which will be filed in their personal records.”

Source location

Response from Greater Manchester Police
Page 3 · response
Published 3 December 2025

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Source evidence

How this respondent position was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

A mandatory checklist for call handlers cannot be adopted because it could create confusion, restrict judgment, and increase risks.

Verbatim wording from the response

“Missing person cases are rarely straightforward. They range from a child late home from a party to a vulnerable adult leaving a hospital ward. Each situation carries its own complexities, and what is reasonable in one context may be entirely inappropriate in another. For example, a care home with multiple staff might be able to conduct room checks and contact known associates, whereas a single parent caring for other young children cannot safely leave the house to search the local area. Similarly, staff in supported accommodation often lack access to personal records, making it difficult to carry out meaningful enquiries.”

Source location

Response from Greater Manchester Police
Page 2 · response
Published 3 December 2025

Open published response

Other statements in published responses

These actions and other statements could not be clearly connected to one concern in this report.

Recipient-stated actions An action is something a recipient says it has done, is doing, or plans to do in response to a concern raised.1

  1. 1

    Embed revised policies and guidance in induction training for new call handlers delivered after 1 April 2026.

    Stated by Greater Manchester PoliceStated plannedThe respondent said that this action was planned when they made their response on 3 December 2025.

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Embed revised policies and guidance in induction training for new call handlers delivered after 1 April 2026.

Verbatim wording from the response

“Furthermore, all new training delivered to new call handlers after 1st April 2026 will incorporate these revisions, ensuring that updated policies and guidance are embedded into the induction process and operational practice.”

Source location

Response from Greater Manchester Police
Page 4 · response
Published 3 December 2025

Open published response
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Information checked against the published report and official responses · Data reviewed 7 Sep 2026 · About data quality and limitations

Official responses located
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Data last updated 7 September 2026