PFD report

Geoffrey Peter Banks · Prevention of Future Deaths report

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Issued 27 Nov 2020•Stoke-on-Trent and North Staffordshire

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
3

Named on the report

Responses found
2

Of 3 recipients

Stated actions
10

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. Lack of safe medication storage for residents requiring supervision
    Part of recurring concern: Failure to secure and control medication
  2. Use of untrained staff to conduct incident investigations
    Part of recurring concern: Inadequate safety incident investigationsPart of recurring concern: Unreliable formal safety-incident management processes
  3. Perfunctory incident investigations
    Part of recurring concern: Inadequate safety incident investigations
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

    Communicate to Extra Care Scheme managers that they must review investigations conducted by others for adequacy.

    Stated by Comfort Call LimitedStated plannedThe respondent said that this action was planned when they made their response on 30 December 2020.
  2. Action

    Raise safeguarding concerns where individuals may be at risk from accessing their medicines.

    Stated by Comfort Call LimitedStated completedThe respondent said that this action was complete when they made their response on 30 December 2020.
  3. Action

    Require Extra Care Scheme managers to review whether secure medicines storage should be raised with housing providers.

    Stated by Comfort Call LimitedStated plannedThe respondent said that this action was planned when they made their response on 30 December 2020.

Respondent positions A position is what a recipient says about a concern when it does not describe a specific action.6

  1. Position

    The care provider has no remit or capability to mandate, purchase or install secure fixtures in tenants’ flats.

    Stated by Comfort Call LimitedOutside remitThe respondent said that this matter was outside its role or authority.

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 safe medication storage for residents requiring supervision

Wider context from the report

“(1) The deceased resided at Oak Priory and was the tenant of a privately rented flat in a scheme from a housing provider. He was on a care package provided by Comfort Call under a contract from Stoke on Trent Council. He received visit four times per day principally to administer medication. The medicine was kept in a locked kitchen cupboard in his flat. He had been identified as not being able to manage his own medication. The tenant was easily able to pull open the cupboard door and the barrel of the lock fell out. He overdosed on medication. There appears to be no system of safe storage in place where a resident has been identified as being in need of supervision with medication. (2)The apparent investigation into the incident was perfunctory and carried out by an untrained member of staff. ”

Is this part of a recurring concern?

Yes — Failure to secure and control medication.

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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

Use of untrained staff to conduct incident investigations

Wider context from the report

“(1) The deceased resided at Oak Priory and was the tenant of a privately rented flat in a scheme from a housing provider. He was on a care package provided by Comfort Call under a contract from Stoke on Trent Council. He received visit four times per day principally to administer medication. The medicine was kept in a locked kitchen cupboard in his flat. He had been identified as not being able to manage his own medication. The tenant was easily able to pull open the cupboard door and the barrel of the lock fell out. He overdosed on medication. There appears to be no system of safe storage in place where a resident has been identified as being in need of supervision with medication. (2)The apparent investigation into the incident was perfunctory and carried out by an untrained member of staff. ”

Is this part of a recurring concern?

Yes — Inadequate safety incident investigations; Unreliable formal safety-incident management processes.

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

Perfunctory incident investigations

Wider context from the report

“(1) The deceased resided at Oak Priory and was the tenant of a privately rented flat in a scheme from a housing provider. He was on a care package provided by Comfort Call under a contract from Stoke on Trent Council. He received visit four times per day principally to administer medication. The medicine was kept in a locked kitchen cupboard in his flat. He had been identified as not being able to manage his own medication. The tenant was easily able to pull open the cupboard door and the barrel of the lock fell out. He overdosed on medication. There appears to be no system of safe storage in place where a resident has been identified as being in need of supervision with medication. (2)The apparent investigation into the incident was perfunctory and carried out by an untrained member of staff. ”

Is this part of a recurring concern?

Yes — Inadequate safety incident investigations.

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

Communicate to Extra Care Scheme managers that they must review investigations conducted by others for adequacy.

Verbatim wording from the response

“In the meantime, we will communicate to ECS managers during February 2021 that they must at the very least review investigations carried out by others at their schemes to ensure that they are adequate.”

Source location

2020-0256-Response-from-Comfort-Call-Redacted.pdf
Page 3 · response
Published 30 December 2020

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

Raise safeguarding concerns where individuals may be at risk from accessing their medicines.

Verbatim wording from the response

“1. Raising a safeguarding concern where there is a perceived risk that an individual may be at risk from gaining access to their own medicines; and”

Source location

2020-0256-Response-from-Comfort-Call-Redacted.pdf
Page 2 · response
Published 30 December 2020

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

Require Extra Care Scheme managers to review whether secure medicines storage should be raised with housing providers.

Verbatim wording from the response

“Our plan for organisational learning is, therefore, to review our standard ECS protocols template to consider the question of secure medicines storage in each flat and to require all our ECS managers to undertake a review at their schemes to consider whether this issue should be raised with the housing provider. We will complete this by the end of March 2021.”

Source location

2020-0256-Response-from-Comfort-Call-Redacted.pdf
Page 3 · response
Published 30 December 2020

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

Review the standard Extra Care Scheme protocols template to consider secure medicines storage in tenants’ flats.

Verbatim wording from the response

“Point 2, however, can absolutely be incorporated into our standard procedures, which include setting up written protocols with partner housing providers addressing the whole range of joint working arrangements in each ECS.”

Source location

2020-0256-Response-from-Comfort-Call-Redacted.pdf
Page 3 · response
Published 30 December 2020

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

Consider installing more secure medication storage where care-plan reviews identify it as required.

Verbatim wording from the response

“Action | Who is responsible | Target Completion Date Specification of lockable cupboards in contracts of all Extra Care Housing Schemes to be reviewed | Stoke on Trent City Council | 28/02/21 All lockable cupboards in PFI Extra Care Housing Schemes to be inspected to check on general state of repair – If the inspection identifies any faults then these should be urgently rectified/repaired | Your Housing Group | 28/02/21 Reviews to be undertaken of care plans for all tenants in receipt of care who are unable to manage their own medication:”

Source location

2020-0256-Response-from-Adult-Social-Care-Health-Integration-and-Wellbeing-Redacted.pdf
Page 2 · response
Published 30 December 2020

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

Review care plans for tenants unable to manage their medication, including the risk of deliberate or accidental overdose.

Verbatim wording from the response

“Action | Who is responsible | Target Completion Date Specification of lockable cupboards in contracts of all Extra Care Housing Schemes to be reviewed | Stoke on Trent City Council | 28/02/21 All lockable cupboards in PFI Extra Care Housing Schemes to be inspected to check on general state of repair – If the inspection identifies any faults then these should be urgently rectified/repaired | Your Housing Group | 28/02/21 Reviews to be undertaken of care plans for all tenants in receipt of care who are unable to manage their own medication:”

Source location

2020-0256-Response-from-Adult-Social-Care-Health-Integration-and-Wellbeing-Redacted.pdf
Page 2 · response
Published 30 December 2020

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

Send all home-care and Extra Care providers a request to review medication storage for customers unable to manage their own medication.

Verbatim wording from the response

“• Consider installation of more secure storage where required | Stoke on Trent City Council/Comfort Call; Your Housing Group | 28/02/201 Communication to be sent to all home care and extra care providers requesting that medication storage is reviewed for those customers that are unable to manage their own medication. | Stoke on Trent City Council | 31/01/2021”

Source location

2020-0256-Response-from-Adult-Social-Care-Health-Integration-and-Wellbeing-Redacted.pdf
Page 2 · response
Published 30 December 2020

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

Review the specification for lockable medication cupboards in all Extra Care Housing Scheme contracts.

Verbatim wording from the response

“At that meeting on 22nd December 2020, we discussed and agreed the following actions:”

Source location

2020-0256-Response-from-Adult-Social-Care-Health-Integration-and-Wellbeing-Redacted.pdf
Page 2 · response
Published 30 December 2020

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 care provider has no remit or capability to mandate, purchase or install secure fixtures in tenants’ flats.

Verbatim wording from the response

“- Primary control of the fabric of the building, including fixtures and fittings within each tenant’s home, rests with the tenant and the housing provider, not the care provider;”

Source location

2020-0256-Response-from-Comfort-Call-Redacted.pdf
Page 2 · response
Published 30 December 2020

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 housing provider and commissioning authority are responsible for deciding and implementing fixture changes at the scheme.

Verbatim wording from the response

“Unfortunately, as noted above, Comfort Call has no remit or capability to mandate, purchase or install fittings and fixtures in flats at Oak Priory or any other ECS. We are entirely dependent on the housing provider and commissioning authority in that regard. We could, however, at least bring our influence to bear in that regard, by:”

Source location

2020-0256-Response-from-Comfort-Call-Redacted.pdf
Page 2 · response
Published 30 December 2020

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 risk of medicine-related self-harm was not reasonably foreseeable because there was no previous indication of overdose, self-harm or medicine access attempts.

Verbatim wording from the response

“In Mr Banks’s case, however, there were no obvious signs that the ECS was an inappropriate care setting. He had no previous history of overdose or any other form of self-harm, nor of trying to access his medicines and as such, there was no indication that he was at risk in that way. Had there been any indication that he was a danger to himself or others, we would certainly have raised this as a safeguarding matter, which may well have led to the Council considering alternative accommodation for him.”

Source location

2020-0256-Response-from-Comfort-Call-Redacted.pdf
Page 2 · response
Published 30 December 2020

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

Medicines could not lawfully be removed from the tenant’s flat under the provider’s care registration and the independent-living model.

Verbatim wording from the response

“Whilst an ECS like Oak Priory looks superficially like a residential home, it is in fact nothing of the kind for the purposes of managing and delivering care. For example, in a residential or nursing home, medication would typically be stored and dispensed centrally by staff, and centralised records maintained. Such an arrangement at Oak Priory would clearly have prevented Mr Banks from accessing his medicines unsupervised, but it could not be done lawfully in an ECS under Comfort Call’s CQC registration because his medicines belonged to him and it was therefore required that they remain in his home (i.e. his flat).”

Source location

2020-0256-Response-from-Comfort-Call-Redacted.pdf
Page 2 · response
Published 30 December 2020

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

Council assessments and reviews were undertaken by trained, qualified social workers, not untrained staff.

Verbatim wording from the response

“We have conducted a review into our records and we are clear that, in relation to any assessment and review undertaken by the Stoke-on-Trent City Council these were all undertaken by a trained and qualified social worker. The notes on the case file and the assessment and support plan for GB was completed by a qualified social worker and while no specific risk assessment in relation to medication had been undertaken a range of assessments were in place and had been done by a suitably qualified member of staff. Any internal review of a death that raised any concerns would be undertaken or overseen by the Principal Social Worker or Assistant Director (Adult Social Care).”

Source location

2020-0256-Response-from-Adult-Social-Care-Health-Integration-and-Wellbeing-Redacted.pdf
Page 3 · response
Published 30 December 2020

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

Medication cupboards met contractual specifications, and co-codamol required no additional secure storage because it was not a controlled drug.

Verbatim wording from the response

“• It was confirmed that the medication cupboards conformed with the specification set out in the contract that the City Council has with the provider.”

Source location

2020-0256-Response-from-Adult-Social-Care-Health-Integration-and-Wellbeing-Redacted.pdf
Page 2 · response
Published 30 December 2020

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.2

  1. 1

    Develop and roll out Event Management training for Team Leaders, Care Coordinators and other relevant staff.

    Stated by Comfort Call LimitedStated in progressThe respondent said that this action was in progress when they made their response on 30 December 2020.
  2. 2

    Share and discuss the coroner’s concerns with Comfort Call and Your Housing Group through contract management arrangements.

    Stated by City of Stoke-on-TrentStated completedThe respondent said that this action was complete when they made their response on 30 December 2020.

Recipient positions A position is what a recipient says about a concern when they do not describe a specific action.2

  1. 1

    Existing safeguarding procedures already require concerns to be raised where an individual appears at risk from accessing their medicines.

    Stated by Comfort Call LimitedExisting arrangements considered sufficientThe respondent said that existing arrangements were sufficient, so no further action was needed.
  2. 2

    There were no indicators that the deceased was at risk of deliberate or accidental overdose.

    Stated by City of Stoke-on-TrentDisputes the concernThe respondent disagreed with part of the concern or the basis for it.

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

Develop and roll out Event Management training for Team Leaders, Care Coordinators and other relevant staff.

Verbatim wording from the response

“We are at present in the process of developing our management training programmes and this includes Event Management training as part of our onboarding programme for Team Leaders, Care Coordinators and others. The new programme will roll out during 2021.”

Source location

2020-0256-Response-from-Comfort-Call-Redacted.pdf
Page 3 · response
Published 30 December 2020

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

Share and discuss the coroner’s concerns with Comfort Call and Your Housing Group through contract management arrangements.

Verbatim wording from the response

“The Coroner’s report was received by me on 4th December 2020. Since that date I have undertaken the following actions:”

Source location

2020-0256-Response-from-Adult-Social-Care-Health-Integration-and-Wellbeing-Redacted.pdf
Page 1 · response
Published 30 December 2020

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

Existing safeguarding procedures already require concerns to be raised where an individual appears at risk from accessing their medicines.

Verbatim wording from the response

“1. Raising a safeguarding concern where there is a perceived risk that an individual may be at risk from gaining access to their own medicines; and”

Source location

2020-0256-Response-from-Comfort-Call-Redacted.pdf
Page 2 · response
Published 30 December 2020

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

There were no indicators that the deceased was at risk of deliberate or accidental overdose.

Verbatim wording from the response

“• The medication was kept in a locked cupboard in the kitchen which GB had forced open. Whilst it had been identified that GB was not able to manage his own medication and might forget to take his medication, there were no indicators that GB was at risk of deliberate or accidental overdose.”

Source location

2020-0256-Response-from-Adult-Social-Care-Health-Integration-and-Wellbeing-Redacted.pdf
Page 2 · response
Published 30 December 2020

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