PFD report

Peter Franklin · Prevention of Future Deaths report

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Issued 19 May 2014•Mid Kent and Medway

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
2

Named on the report

Responses found
2

Of 2 recipients

Stated actions
20

Described in responses

Source document

Full report text

This is the full text from the original published report.

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Concerns and recipient responses

Select any concern, action or position to view the source wording.

Report evidence summary

Concerns raised3

  1. Confusion and lack of clarity in terminology for out-of-hours CRISIS team calls
    Part of recurring concern: Unreliable crisis-team access and communicationPart of recurring concern: Unreliable shared terminology for mental-health emergency responses
  2. Failure of the CRISIS team to provide relevant information or advice to referring parties
    Part of recurring concern: Unreliable crisis-team access and communication
  3. Delays in hospital and mental health trust documentation reaching GPs
    Part of recurring concern: Unreliable clinical correspondence from healthcare services to GPs
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.8

  1. Action

    Review and update the Liaison Psychiatry out-of-hours roles and responsibilities protocol to improve staff guidance.

    Stated by Kent and Medway Mental Health NHS TrustStated completedThe respondent said that this action was complete when they made their response on 19 May 2014.
  2. Action

    Trial electronic discharge notifications to send GPs immediate discharge information, resolving technical issues before wider rollout.

    Stated by Kent and Medway Mental Health NHS TrustStated in progressThe respondent said that this action was in progress when they made their response on 19 May 2014.
  3. Action

    Audit compliance with the existing written discharge-notification procedure, including GP feedback.

    Stated by Kent and Medway Mental Health NHS TrustStated in progressThe respondent said that this action was in progress when they made their response on 19 May 2014.

Respondent positions A position is what a recipient says about a concern when it does not describe a specific action.1

  1. Position

    Technical issues prevent wider rollout of electronic discharge notification until they are resolved.

    Stated by Kent and Medway Mental Health NHS TrustUnable to actThe respondent said that a constraint prevented them from taking the relevant action.

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

Confusion and lack of clarity in terminology for out-of-hours CRISIS team calls

Wider context from the report

“(1) There was confusion in the terminology used between nursing staff or doctors and the CRISIS team when out of hours calls were made such that it was not clear between parties whether a referral, advice or assessment was sought. ”

Is this part of a recurring concern?

Yes — Unreliable crisis-team access and communication; Unreliable shared terminology for mental-health emergency responses.

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 of the CRISIS team to provide relevant information or advice to referring parties

Wider context from the report

“(2) Relevant information/advice was not provided by the CRISIS team to parties who had made referrals ”

Is this part of a recurring concern?

Yes — Unreliable crisis-team access and communication.

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

Delays in hospital and mental health trust documentation reaching GPs

Wider context from the report

“(3) Mr. Franklin’s GP would have initiated a multidisciplinary team meeting to address the increasing frequency of attendances at hospital had he been aware of the recent hospital admission, the subsequent involvement with the mental health team and the attendances at A&E. The documentation from both hospital and mental health trusts was subject of significant delays such that none of the letters to the GP sent by either trust from July onward arrive[d] with the GP before Mr. Franklin died ”

Is this part of a recurring concern?

Yes — Unreliable clinical correspondence from healthcare services to GPs.

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

Review and update the Liaison Psychiatry out-of-hours roles and responsibilities protocol to improve staff guidance.

Verbatim wording from the response

“In addition we have reviewed and updated the Liaison Psychiatry roles and Responsibilities Out of Hours Protocol. This provides improved guidance to staff.”

Source location

2014-0230-Response-by-Kent-Medway-NHS-Trust
Page 2 · response
Published 19 May 2014

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

Trial electronic discharge notifications to send GPs immediate discharge information, resolving technical issues before wider rollout.

Verbatim wording from the response

“This summer KMPT began the trial of an electronic discharge notification system. By this notification of discharge is sent to GPs electronically immediately upon discharge. It”

Source location

2014-0230-Response-by-Kent-Medway-NHS-Trust
Page 2 · response
Published 19 May 2014

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

Audit compliance with the existing written discharge-notification procedure, including GP feedback.

Verbatim wording from the response

“KMPT is continuing to use the existing practice of a Written Discharge Notification being faxed to the GP within 24 hours of discharge including details of medication on the day of discharge. We are implementing an audit to ensure that this procedure is being followed which will include GPs. We recognise however that further improvement can be made and in this regard the following steps are in hand.”

Source location

2014-0230-Response-by-Kent-Medway-NHS-Trust
Page 3 · response
Published 19 May 2014

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

Use and monitor a referral flow chart clarifying whether urgent referrals require advice or assessment.

Verbatim wording from the response

“We have developed a clear process outlining the pathway for urgent referrals through a referral flow chart which includes confirmation as to whether advice or assessment is being requested. This is being monitored by the Liaison Psychiatry Service Manager and at the monthly interface meeting between the two Trusts.”

Source location

2014-0230-Response-by-Kent-Medway-NHS-Trust
Page 2 · response
Published 19 May 2014

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

Monitor compliance with relevant policies through supervision and audit, managing performance concerns under the Trust’s performance framework.

Verbatim wording from the response

“It has been reinforced to the CRISIS Team that we expect our staff to provide full and accurate information to carers and referring agencies. The Clinical Records Policy has been amended to reflect the importance of recording the outcome of urgent patient contact immediately on Rio, the KMPT wide electronic records system. The adherence to relevant KMPT Trust policy is monitored through supervision and audit. If there are concerns about performance this is managed through the Trust’s Performance Management Framework. Steps that can be taken include training, mentoring, working under supervision and where necessary formal capability management.”

Source location

2014-0230-Response-by-Kent-Medway-NHS-Trust
Page 2 · response
Published 19 May 2014

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

Reinforce requirements for staff to provide complete, accurate information to carers and referring agencies.

Verbatim wording from the response

“It has been reinforced to the CRISIS Team that we expect our staff to provide full and accurate information to carers and referring agencies. The Clinical Records Policy has been amended to reflect the importance of recording the outcome of urgent patient contact immediately on Rio, the KMPT wide electronic records system. The adherence to relevant KMPT Trust policy is monitored through supervision and audit. If there are concerns about performance this is managed through the Trust’s Performance Management Framework. Steps that can be taken include training, mentoring, working under supervision and where necessary formal capability management.”

Source location

2014-0230-Response-by-Kent-Medway-NHS-Trust
Page 2 · response
Published 19 May 2014

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

Implement the SMART Tool in the Emergency Department, finalise its design, incorporate it into the Junior Doctor Handbook, and use it with the Mental Health Trust.

Verbatim wording from the response

“Firstly I would like to address the issue of confusion in terminology 5(1). The use of a SMART Tool was discussed and agreed at the Emergency Directorate Clinical Governance meeting on 1st July 2014. It is being implemented from an Emergency Department perspective by Dr Bell, Consultant in A&E Medicine and Cliff Evans, Consultant Nurse. Once the design is finalised this will be incorporated into the Junior Doctor Handbook. A copy of the format is attached for your information. This will be used in conjunction with the Mental Health Trust.”

Source location

2014-0230-Response-by-Tunbridge-Wells-Hospital
Page 1 · response
Published 19 May 2014

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

Implement the Electronic Discharge Summary to improve timely information reaching patients’ GPs.

Verbatim wording from the response

“5 (3) In the matter of discharge summaries and timely information reaching the patients GPs, the Trust is working towards implementing the Electronic Discharge Summary in line with the rest of the Trust. This is being coordinated by the Head of IT and Information Governance. This will be in place by October 2014. In the meantime all paper discharge summaries are signed and sent by post.”

Source location

2014-0230-Response-by-Tunbridge-Wells-Hospital
Page 2 · response
Published 19 May 2014

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

Technical issues prevent wider rollout of electronic discharge notification until they are resolved.

Verbatim wording from the response

“includes full information including diagnosis and details of medication. Unfortunately some technical issues still need to be finally resolved before wider roll out can be implemented.”

Source location

2014-0230-Response-by-Kent-Medway-NHS-Trust
Page 3 · response
Published 19 May 2014

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.12

  1. 1

    Provide SMART-tool training and embed its use through junior-doctor teaching, mandatory nursing training, and the MTW staff handbook.

    Stated by Kent and Medway Mental Health NHS TrustStated in progressThe respondent said that this action was in progress when they made their response on 19 May 2014.
  2. 2

    Implement the SMART risk-management tool in the east of the county for referrals between emergency departments and psychiatric services.

    Stated by Kent and Medway Mental Health NHS TrustStated completedThe respondent said that this action was complete when they made their response on 19 May 2014.
  3. 3

    Extend Liaison Psychiatry operating hours, with recruitment underway and further work to provide service until midnight seven days a week.

    Stated by Kent and Medway Mental Health NHS TrustStated in progressThe respondent said that this action was in progress when they made their response on 19 May 2014.
  4. 4

    Update and implement the joint KMPT–MTW action plan, embed evidence of learning, and monitor delivery through the trusts’ safety committees.

    Stated by Kent and Medway Mental Health NHS TrustStated in progressThe respondent said that this action was in progress when they made their response on 19 May 2014.
  5. 5

    Brief the CRISIS Team on the SMART tool to standardize out-of-hours risk management and assessment prioritization.

    Stated by Kent and Medway Mental Health NHS TrustStated completedThe respondent said that this action was complete when they made their response on 19 May 2014.
  6. 6

    Identify frequent service presenters and develop cross-agency crisis contingency plans through monthly multiagency review meetings.

    Stated by Kent and Medway Mental Health NHS TrustStated in progressThe respondent said that this action was in progress when they made their response on 19 May 2014.
  7. 7

    Amend the Clinical Records Policy to require immediate recording of urgent patient-contact outcomes on Rio.

    Stated by Kent and Medway Mental Health NHS TrustStated completedThe respondent said that this action was complete when they made their response on 19 May 2014.
  8. 8

    Introduce a recovery card at hospital discharge containing crisis advice and contact information.

    Stated by Kent and Medway Mental Health NHS TrustStated in progressThe respondent said that this action was in progress when they made their response on 19 May 2014.
  9. 9

    Establish the multiagency Mental Health Pathways Project Group to share frequent-attender information and coordinate responses.

    Stated by Kent and Medway Mental Health NHS TrustStated completedThe respondent said that this action was complete when they made their response on 19 May 2014.
  10. 10

    Continue monitoring the safety measures through Directorate meetings and the Quality and Safety Committee.

    Stated by Maidstone and Tunbridge Wells NHS TrustStated in progressThe respondent said that this action was in progress when they made their response on 19 May 2014.
  11. 11

    Deliver a dedicated three-hour Mental Capacity Act teaching session within the junior doctor teaching programme.

    Stated by Maidstone and Tunbridge Wells NHS TrustStated completedThe respondent said that this action was complete when they made their response on 19 May 2014.
  12. 12

    Operate a monthly frequent-attenders process that highlights high-attendance patients to GPs and mental health teams and conducts quarterly governance reviews with mental health representation.

    Stated by Maidstone and Tunbridge Wells NHS TrustStated completedThe respondent said that this action was complete when they made their response on 19 May 2014.

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

Provide SMART-tool training and embed its use through junior-doctor teaching, mandatory nursing training, and the MTW staff handbook.

Verbatim wording from the response

“KMPT has developed a SMART tool (safeguarding, management and risk tool) for use between Accident & Emergency Departments and the Psychiatric Services which has been implemented in the east of the county and has been nominated this year for a National Patient Safety Award. This is based on guidelines produced by the National Institute for Health & Care Excellence and therefore compliant with national standards. It assists the Emergency Department staff to think through the immediate management of patients who may be at risk or psychiatric need according to risk. MTW have agreed to use the SMART tool. Liaison Psychiatry Team are providing specialist training. It is being further embedded within the organisation through their junior doctor teaching programme and nursing mandatory training. It is also included in the MTW Staff handbook.”

Source location

2014-0230-Response-by-Kent-Medway-NHS-Trust
Page 2 · response
Published 19 May 2014

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

Implement the SMART risk-management tool in the east of the county for referrals between emergency departments and psychiatric services.

Verbatim wording from the response

“KMPT has developed a SMART tool (safeguarding, management and risk tool) for use between Accident & Emergency Departments and the Psychiatric Services which has been implemented in the east of the county and has been nominated this year for a National Patient Safety Award. This is based on guidelines produced by the National Institute for Health & Care Excellence and therefore compliant with national standards. It assists the Emergency Department staff to think through the immediate management of patients who may be at risk or psychiatric need according to risk. MTW have agreed to use the SMART tool. Liaison Psychiatry Team are providing specialist training. It is being further embedded within the organisation through their junior doctor teaching programme and nursing mandatory training. It is also included in the MTW Staff handbook.”

Source location

2014-0230-Response-by-Kent-Medway-NHS-Trust
Page 2 · response
Published 19 May 2014

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

Extend Liaison Psychiatry operating hours, with recruitment underway and further work to provide service until midnight seven days a week.

Verbatim wording from the response

“A key development to support the learning is the investment by West Kent Clinical Commissioning Group (CCG) to extend the hours of operation of the Liaison Psychiatry service. At the time of this death the hours of operation were 9-5 five days a week. The service is now commissioned on a recruitment is in process to allow it to operate seven days a week 9 to 5 and 9 to midnight Thursday to Sunday. We are working with the CCG to extend the service 9-midnight seven days a week later in the year. All of the CCG’s”

Source location

2014-0230-Response-by-Kent-Medway-NHS-Trust
Page 1 · response
Published 19 May 2014

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

Update and implement the joint KMPT–MTW action plan, embed evidence of learning, and monitor delivery through the trusts’ safety committees.

Verbatim wording from the response

“A Joint Action Plan has been developed between our two Trusts to ensure the learning from this tragic death is embedded. I understand that this has been sent to you and Mr Franklin’s family. The responsible Director has informed me that this is currently being updated by both organisations and evidence embedded and that a copy of this will be sent to you. The Action Plan also incorporates the concerns highlighted by you in your Preventing Future Death Report (PFD). The implementation of this action plan is ongoing and is being monitored by the Patient Safety Group (KMPT and Quality and Safety Committee (MTW) within each Trust.”

Source location

2014-0230-Response-by-Kent-Medway-NHS-Trust
Page 1 · response
Published 19 May 2014

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

Brief the CRISIS Team on the SMART tool to standardize out-of-hours risk management and assessment prioritization.

Verbatim wording from the response

“The Liaison Psychiatry Service has carried out a briefing session on the SMART Tool with the CRISIS Team so that out of hours there is a consistent response to management of risk and prioritization of patient’s requiring assessment.”

Source location

2014-0230-Response-by-Kent-Medway-NHS-Trust
Page 2 · response
Published 19 May 2014

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

Identify frequent service presenters and develop cross-agency crisis contingency plans through monthly multiagency review meetings.

Verbatim wording from the response

“Significant work has been undertaken to identify those who frequently present to services so that crisis contingency plans can be agreed and implemented across agencies. A monthly meeting is held at MTW to look at the frequent presenters to the Emergency Department which is attended by KMPT’s Liaison Psychiatry Consultant. This allows a proactive multiagency approach including arrangement of professional meetings to plan and manage care.”

Source location

2014-0230-Response-by-Kent-Medway-NHS-Trust
Page 3 · response
Published 19 May 2014

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

Amend the Clinical Records Policy to require immediate recording of urgent patient-contact outcomes on Rio.

Verbatim wording from the response

“It has been reinforced to the CRISIS Team that we expect our staff to provide full and accurate information to carers and referring agencies. The Clinical Records Policy has been amended to reflect the importance of recording the outcome of urgent patient contact immediately on Rio, the KMPT wide electronic records system. The adherence to relevant KMPT Trust policy is monitored through supervision and audit. If there are concerns about performance this is managed through the Trust’s Performance Management Framework. Steps that can be taken include training, mentoring, working under supervision and where necessary formal capability management.”

Source location

2014-0230-Response-by-Kent-Medway-NHS-Trust
Page 2 · response
Published 19 May 2014

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

Introduce a recovery card at hospital discharge containing crisis advice and contact information.

Verbatim wording from the response

“We are introducing a recovery card on discharge from hospital for the patient to have and which includes information as to what to do and who to contact in the event of crisis. The card has been designed and is at the printers and will be implemented as soon as received.”

Source location

2014-0230-Response-by-Kent-Medway-NHS-Trust
Page 3 · response
Published 19 May 2014

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

Establish the multiagency Mental Health Pathways Project Group to share frequent-attender information and coordinate responses.

Verbatim wording from the response

“Mental Health Pathways Project Group has been established including Police, CCGs, NHS and SECAMB. Part of the project is to share each agency’s list of frequent attenders so that we can provide a coordinated response.”

Source location

2014-0230-Response-by-Kent-Medway-NHS-Trust
Page 3 · response
Published 19 May 2014

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

Continue monitoring the safety measures through Directorate meetings and the Quality and Safety Committee.

Verbatim wording from the response

“In summary I hope we have been able to demonstrate that appropriate measures have been and continue to be put in place to ensure the continued safety of our patients and meet the requirements of your report. The measures will continue to be monitored at Directorate meetings as well as at the Quality and Safety Committee.”

Source location

2014-0230-Response-by-Tunbridge-Wells-Hospital
Page 2 · response
Published 19 May 2014

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

Deliver a dedicated three-hour Mental Capacity Act teaching session within the junior doctor teaching programme.

Verbatim wording from the response

“Mental Capacity Act training for doctors and nursing staff is already mandatory training but we have added a 3 hour session to the junior doctor teaching programme dedicated to this topic.”

Source location

2014-0230-Response-by-Tunbridge-Wells-Hospital
Page 2 · response
Published 19 May 2014

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

Operate a monthly frequent-attenders process that highlights high-attendance patients to GPs and mental health teams and conducts quarterly governance reviews with mental health representation.

Verbatim wording from the response

“The inaugural frequent attenders’ meeting was held within our clinical governance meeting of 1st July. It was agreed that patient who have had high attendance numbers will be highlighted to their GP and mental health team (if necessary). This will take place monthly and will trigger Multidisciplinary Team meetings in many cases. Each quarter these cases will be reviewed within our Governance meetings with a mental health team representative in attendance.”

Source location

2014-0230-Response-by-Tunbridge-Wells-Hospital
Page 2 · response
Published 19 May 2014

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

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Data last updated 7 September 2026