PFD report

Jason Pendlebury · Prevention of Future Deaths report

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Issued 12 Mar 2020•Manchester North

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.

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Concerns
4

Raised in this report

Recipients
2

Named on the report

Responses found
2

Of 2 recipients

Stated actions
17

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

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Report evidence summary

Concerns raised4

  1. Failure to share relevant prior mental-health contacts and assessments between GMP and NWAS
    Part of recurring concern: Failure to communicate clinically important information reliably between care servicesPart of recurring concern: Unreliable assessment of patients’ mental statePart of recurring concern: Unreliable gathering and use of collateral information in mental health assessments
  2. Failure to ensure that referrals to mental health services are received and traceable
    Part of recurring concern: Unreliable mental health referral pathways
  3. Failure to provide Approved Mental Health Practitioners with full information about relevant mental-health contacts
    Part of recurring concern: Inadequate mental health risk assessment
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.9

  1. Action

    Consider the effectiveness of current information-sharing arrangements with partners and brief the Greater Manchester Health and Justice Board on the concerns raised.

    Stated by Greater Manchester PoliceStated plannedThe respondent said that this action was planned when they made their response on 8 April 2020.
  2. Action

    Participate in planning and developing future Clinical Assessment Service phases, including consideration of a GMP referral pathway.

    Stated by Greater Manchester PoliceStated in progressThe respondent said that this action was in progress when they made their response on 8 April 2020.
  3. Action

    Develop and implement a common, documented GMP-wide procedure with partners for responding to mental-health-related risk to life presented to blue-light services.

    Stated by Greater Manchester PoliceStated in progressThe respondent said that this action was in progress when they made their response on 8 April 2020.

Respondent positions A position is what a recipient says about a concern when it does not describe a specific action.5

  1. Position

    Existing multi-agency referral arrangements are considered sufficient for sharing information with GPs through social-care and mental-health triage services.

    Stated by Greater Manchester PoliceExisting arrangements considered sufficientThe respondent said that existing arrangements were sufficient, so no further action was needed.

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 share relevant prior mental-health contacts and assessments between GMP and NWAS

Wider context from the report

“I heard evidence that between 13 August and 22 August 2018 telephone calls were made to Greater Manchester Police (GMP) on 8 separate dates by the Deceased, his wife and his business partner. On all but one of those dates those concerns related to the Deceased's mental health. Of the calls that were made by the Deceased, the call handler reached the conclusion that he had mental health issues. On 3 of the occasions, GMP referred the matter to North West Ambulance Service (NWAS) which resulted in telephone assessments by mental health nurses. The purposes of those telephone assessments was to determine whether an ambulance should attend the Deceased. On two occasions a decision was taken that no ambulance was required. On one occasion an ambulance was dispatched although the deceased refused medical assistance and was not taken to Hospital. It was not clear from the evidence that the mental health nurses carrying out the telephone assessments were aware of the number of calls that had been made to GMP or of the previous telephone assessments. None of the calls made to GMP or the fact that telephone mental health assessments had taken place was communicated to the deceased's GP. This meant that when the Deceased's wife contacted the GP on 6th September 2018 with concerns about his threats of suicide, the GP did not have all the information that he might of had to determine what action to take. I also heard that a Multi-Agency Adult Care Safeguarding Team meeting was held at Rochdale Police Station on 28th August 2018. The Approved Mental Health Professional (AMHP) who attended the meeting was not provided with the full details of the telephone calls that had been made to GMP regarding the Deceased's mental health and consequently assessed the risk of harm to himself and others as low. Had the AMHP been provided with full information, it would have automatically generated a referral to the Single Point of Access and led to the involvement of the mental health services. A further contact with GMP was made on 19th September 2018 and I heard that this triggered a referral to the mental health services. However, GMP were unable to confirm what had happened to the referral and the Mental Health Trust confirmed that they had no knowledge of any referral being made. In addition, GMP did not notify the Deceased's GP that a referral to mental health services had been made. The matters of concern relate to the quality and systems of communication regarding concerns relating to potential mental health needs between GMP and NWAS and onward communication to General Practitioners and Approved Mental Health Practitioners tasked with assessing risk levels. ”

Is this part of a recurring concern?

Yes — Failure to communicate clinically important information reliably between care services; Unreliable assessment of patients’ mental state; Unreliable gathering and use of collateral information in mental health assessments.

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 ensure that referrals to mental health services are received and traceable

Wider context from the report

“I heard evidence that between 13 August and 22 August 2018 telephone calls were made to Greater Manchester Police (GMP) on 8 separate dates by the Deceased, his wife and his business partner. On all but one of those dates those concerns related to the Deceased's mental health. Of the calls that were made by the Deceased, the call handler reached the conclusion that he had mental health issues. On 3 of the occasions, GMP referred the matter to North West Ambulance Service (NWAS) which resulted in telephone assessments by mental health nurses. The purposes of those telephone assessments was to determine whether an ambulance should attend the Deceased. On two occasions a decision was taken that no ambulance was required. On one occasion an ambulance was dispatched although the deceased refused medical assistance and was not taken to Hospital. It was not clear from the evidence that the mental health nurses carrying out the telephone assessments were aware of the number of calls that had been made to GMP or of the previous telephone assessments. None of the calls made to GMP or the fact that telephone mental health assessments had taken place was communicated to the deceased's GP. This meant that when the Deceased's wife contacted the GP on 6th September 2018 with concerns about his threats of suicide, the GP did not have all the information that he might of had to determine what action to take. I also heard that a Multi-Agency Adult Care Safeguarding Team meeting was held at Rochdale Police Station on 28th August 2018. The Approved Mental Health Professional (AMHP) who attended the meeting was not provided with the full details of the telephone calls that had been made to GMP regarding the Deceased's mental health and consequently assessed the risk of harm to himself and others as low. Had the AMHP been provided with full information, it would have automatically generated a referral to the Single Point of Access and led to the involvement of the mental health services. A further contact with GMP was made on 19th September 2018 and I heard that this triggered a referral to the mental health services. However, GMP were unable to confirm what had happened to the referral and the Mental Health Trust confirmed that they had no knowledge of any referral being made. In addition, GMP did not notify the Deceased's GP that a referral to mental health services had been made. The matters of concern relate to the quality and systems of communication regarding concerns relating to potential mental health needs between GMP and NWAS and onward communication to General Practitioners and Approved Mental Health Practitioners tasked with assessing risk levels. ”

Is this part of a recurring concern?

Yes — Unreliable mental health referral pathways.

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 provide Approved Mental Health Practitioners with full information about relevant mental-health contacts

Wider context from the report

“I heard evidence that between 13 August and 22 August 2018 telephone calls were made to Greater Manchester Police (GMP) on 8 separate dates by the Deceased, his wife and his business partner. On all but one of those dates those concerns related to the Deceased's mental health. Of the calls that were made by the Deceased, the call handler reached the conclusion that he had mental health issues. On 3 of the occasions, GMP referred the matter to North West Ambulance Service (NWAS) which resulted in telephone assessments by mental health nurses. The purposes of those telephone assessments was to determine whether an ambulance should attend the Deceased. On two occasions a decision was taken that no ambulance was required. On one occasion an ambulance was dispatched although the deceased refused medical assistance and was not taken to Hospital. It was not clear from the evidence that the mental health nurses carrying out the telephone assessments were aware of the number of calls that had been made to GMP or of the previous telephone assessments. None of the calls made to GMP or the fact that telephone mental health assessments had taken place was communicated to the deceased's GP. This meant that when the Deceased's wife contacted the GP on 6th September 2018 with concerns about his threats of suicide, the GP did not have all the information that he might of had to determine what action to take. I also heard that a Multi-Agency Adult Care Safeguarding Team meeting was held at Rochdale Police Station on 28th August 2018. The Approved Mental Health Professional (AMHP) who attended the meeting was not provided with the full details of the telephone calls that had been made to GMP regarding the Deceased's mental health and consequently assessed the risk of harm to himself and others as low. Had the AMHP been provided with full information, it would have automatically generated a referral to the Single Point of Access and led to the involvement of the mental health services. A further contact with GMP was made on 19th September 2018 and I heard that this triggered a referral to the mental health services. However, GMP were unable to confirm what had happened to the referral and the Mental Health Trust confirmed that they had no knowledge of any referral being made. In addition, GMP did not notify the Deceased's GP that a referral to mental health services had been made. The matters of concern relate to the quality and systems of communication regarding concerns relating to potential mental health needs between GMP and NWAS and onward communication to General Practitioners and Approved Mental Health Practitioners tasked with assessing risk levels. ”

Is this part of a recurring concern?

Yes — Inadequate mental health risk assessment.

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 communicate relevant mental-health contacts, assessments and referrals to General Practitioners

Wider context from the report

“I heard evidence that between 13 August and 22 August 2018 telephone calls were made to Greater Manchester Police (GMP) on 8 separate dates by the Deceased, his wife and his business partner. On all but one of those dates those concerns related to the Deceased's mental health. Of the calls that were made by the Deceased, the call handler reached the conclusion that he had mental health issues. On 3 of the occasions, GMP referred the matter to North West Ambulance Service (NWAS) which resulted in telephone assessments by mental health nurses. The purposes of those telephone assessments was to determine whether an ambulance should attend the Deceased. On two occasions a decision was taken that no ambulance was required. On one occasion an ambulance was dispatched although the deceased refused medical assistance and was not taken to Hospital. It was not clear from the evidence that the mental health nurses carrying out the telephone assessments were aware of the number of calls that had been made to GMP or of the previous telephone assessments. None of the calls made to GMP or the fact that telephone mental health assessments had taken place was communicated to the deceased's GP. This meant that when the Deceased's wife contacted the GP on 6th September 2018 with concerns about his threats of suicide, the GP did not have all the information that he might of had to determine what action to take. I also heard that a Multi-Agency Adult Care Safeguarding Team meeting was held at Rochdale Police Station on 28th August 2018. The Approved Mental Health Professional (AMHP) who attended the meeting was not provided with the full details of the telephone calls that had been made to GMP regarding the Deceased's mental health and consequently assessed the risk of harm to himself and others as low. Had the AMHP been provided with full information, it would have automatically generated a referral to the Single Point of Access and led to the involvement of the mental health services. A further contact with GMP was made on 19th September 2018 and I heard that this triggered a referral to the mental health services. However, GMP were unable to confirm what had happened to the referral and the Mental Health Trust confirmed that they had no knowledge of any referral being made. In addition, GMP did not notify the Deceased's GP that a referral to mental health services had been made. The matters of concern relate to the quality and systems of communication regarding concerns relating to potential mental health needs between GMP and NWAS and onward communication to General Practitioners and Approved Mental Health Practitioners tasked with assessing risk levels. ”

Is this part of a recurring concern?

No recurring-concern membership is currently published.

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

Consider the effectiveness of current information-sharing arrangements with partners and brief the Greater Manchester Health and Justice Board on the concerns raised.

Verbatim wording from the response

“GMP’s Public Service Reform leads, Chief Supt. ████████ and DCI ████████ are to consider the effectiveness of the current arrangements regarding this type of information sharing with partners and the Greater Manchester Health and Justice Board will be briefed on the concerns raised here (additional information on this body is included in the Summary below).”

Source location

2020-0069-Response-from-Greater-Manchester-Police_Redacted-2
Page 3 · response
Published 8 April 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

Participate in planning and developing future Clinical Assessment Service phases, including consideration of a GMP referral pathway.

Verbatim wording from the response

“Phase 1 of the CAS has now been implemented, with further phases planned to expand this service. One of areas of expansion is to look at a referral pathway for GMP into the CAS. GMP lead, DCI Whittaker-Murray, attends the Greater Manchester Mental Health CAS planning meeting with key stakeholders, which are reviewing and developing future phases.”

Source location

2020-0069-Response-from-Greater-Manchester-Police_Redacted-2
Page 5 · response
Published 8 April 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

Develop and implement a common, documented GMP-wide procedure with partners for responding to mental-health-related risk to life presented to blue-light services.

Verbatim wording from the response

“In 2019 The Greater Manchester Health and Justice Board oversaw work to develop and implement a common approach to people in mental health crisis. The involved a working group, Health and Justice Task and Finish Group, which included senior representatives form GMP and the North-West Ambulance Service, in addition to the mental health trusts serving Greater Manchester, local authority approved mental health practitioners and Greater Manchester Combined Authority.”

Source location

2020-0069-Response-from-Greater-Manchester-Police_Redacted-2
Page 5 · response
Published 8 April 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

Assess the feasibility of electronic Force-to-Force data exchange between GMP and partner agencies including NWAS.

Verbatim wording from the response

“One aspect of our ongoing IT Change Programme is the feasibility of an electronic Force to Force data exchange, which could potentially be used to share data electronically with agencies such as NWAS. It is anticipated that these advances in technology would improve the quality and efficiency of information sharing and is subject to ongoing review.”

Source location

2020-0069-Response-from-Greater-Manchester-Police_Redacted-2
Page 2 · response
Published 8 April 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

Operate the 24/7 Mental Health Tactical Advice Service and Vulnerability Support Unit to review incidents, access mental-health records, provide advice and share relevant information with GPs and care teams.

Verbatim wording from the response

“At the time of Mr Pendlebury’s death a new “in-house” mental health tactical advice service, called the Control Room Triage (CRT), had just been established within our Operational Communications Branch (OCB). On the 22nd August 2018 the CRT team operated between the hours of 8am until midnight. The CRT did not start covering 24/7 until 1st October 2018. The CRT still operates in the same way today, however is now called the Mental Health Tactical Advice Service (MHTAS).”

Source location

2020-0069-Response-from-Greater-Manchester-Police_Redacted-2
Page 2 · response
Published 8 April 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

Operate the Greater Manchester Clinical Assessment Service referral pathway, including NWAS identification and clinical review of eligible Category 3 and 4 mental health incidents.

Verbatim wording from the response

“The Greater Manchester Clinical Assessment Service (CAS) was piloted from March-June 2019 and re-commissioned from November 2019-July 2020. In April 2020, mental health providers joined the CAS and it went live with referrals for clinically triaged patients who call”

Source location

2020-0069-Response-from-North-West-Ambulance-Service_Redacted-1
Page 2 · response
Published 8 April 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

Jointly chair a pan-Greater Manchester task and finish group improving risk assessment, management, inter-agency communications and procedures for mental health crisis responses.

Verbatim wording from the response

“The Trust jointly chaired a task and finish group with GMP, which was set up last year in response to a Regulation 28 report issued by Ms Joanne Kearsley in December 2018 to Greater Manchester Health and Social Care Partnership, Greater Manchester Combined Authority, Greater Manchester Police, North West Ambulance Service and Pennine Care NHS Foundation Trust. It was agreed that enhancements to the response around concern for welfare, and particularly risk to life, must be applied on a pan-GM basis, therefore Greater Manchester Mental Health NHS Foundation Trust and North West Boroughs Healthcare NHS Foundation Trust are also partners, despite not being involved in the specific case in question.”

Source location

2020-0069-Response-from-North-West-Ambulance-Service_Redacted-1
Page 2 · response
Published 8 April 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

Draw together a pan-Greater Manchester protocol defining roles, shared risk assessment, communication and escalation for mental-health-related risk-to-life incidents.

Verbatim wording from the response

“The task and finish group has drawn together a pan-GM protocol for responding to ‘risk to life’ where it presents as a result of mental health to blue light services to achieve a common understanding of roles and responsibilities; to ensure a shared view of risk and to promote communication and escalation at the first point that a common understanding may falter.”

Source location

2020-0069-Response-from-North-West-Ambulance-Service_Redacted-1
Page 2 · response
Published 8 April 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 automatic Post Event Messages to GPs for patients referred or discharged with self-care advice without an ambulance response.

Verbatim wording from the response

“With regards to communication with Mr Pendlebury’s GP, Mr Pendlebury was advised to contact his GP and on one call he stated he was due to visit his GP therefore information was not sent separately by the clinicians. The process within NWAS has now changed. The Adastra system now ensures that all patients who are referred or discharged with self-care”

Source location

2020-0069-Response-from-North-West-Ambulance-Service_Redacted-1
Page 1 · response
Published 8 April 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 multi-agency referral arrangements are considered sufficient for sharing information with GPs through social-care and mental-health triage services.

Verbatim wording from the response

“GMP does not routinely or automatically send referrals directly to an individual’s GP. Information is shared via standard local multi-agency arrangements, where a referral is sent through to the appropriate Adult, Child or Mental Health Services triage point for that Area.”

Source location

2020-0069-Response-from-Greater-Manchester-Police_Redacted-2
Page 3 · response
Published 8 April 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

Social-care and mental-health triage services are responsible for deciding whether information received from police should be passed onward to the relevant GP.

Verbatim wording from the response

“GMP does not routinely or automatically send referrals directly to an individual’s GP. Information is shared via standard local multi-agency arrangements, where a referral is sent through to the appropriate Adult, Child or Mental Health Services triage point for that Area.”

Source location

2020-0069-Response-from-Greater-Manchester-Police_Redacted-2
Page 3 · response
Published 8 April 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 relevant incidents were not coded as mental-health or safeguarding concerns, so there was no requirement to refer them to the CRT.

Verbatim wording from the response

“FWIN 425 19/09/18 came in as a domestic and was finalised as a domestic. There was nothing on the FWIN to indicate any mental health issues and therefore no requirement to switch the incident through to the CRT.”

Source location

2020-0069-Response-from-Greater-Manchester-Police_Redacted-2
Page 2 · response
Published 8 April 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

COVID-19 response demands and changing mental health services prevented organisations from fully operationalising the pan-Greater Manchester protocol at that time.

Verbatim wording from the response

“This referral process was only due to go live in 2021, but has been brought forward in light of the current COVID-19 pandemic. The pandemic has otherwise impacted the ability of the respective organisations to operationalise the pan-GM protocol, with regards to the time commitment required and the fact that the system is in a state of flux, with significant changes being seen across mental health services. All organisations remain in a response phase to COVID-19 and a period of stability will be required for each organisation to re-assess the protocol.”

Source location

2020-0069-Response-from-North-West-Ambulance-Service_Redacted-1
Page 3 · response
Published 8 April 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

Police and other emergency services are expected to share pertinent information so ambulance clinicians can know about prior contacts and assessments.

Verbatim wording from the response

“When an NWAS mental health nurse carries out a telephone assessment, they would only be aware of a previous assessment by GMP or previous calls to GMP if this is communicated to NWAS by the police and documented by the call taker. GMP, and indeed any police force or emergency service, would be expected to share any information they felt to be pertinent. Once a clinician has completed an assessment, or returned the incident to dispatch if unable to carry out a triage, NWAS would not be made aware of any further updates from GMP as the clinicians no longer have sight of the incident.”

Source location

2020-0069-Response-from-North-West-Ambulance-Service_Redacted-1
Page 1 · response
Published 8 April 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.8

  1. 1

    Provide 24-hour mental-health crisis lines through participating Greater Manchester mental-health trusts for known and unknown service users.

    Stated by Greater Manchester PoliceStated completedThe respondent said that this action was complete when they made their response on 8 April 2020.
  2. 2

    Operate the Clinical Assessment Service line for eligible 999 and 111 calls, with mental-health practitioner review, GP assessment and referral to appropriate services.

    Stated by Greater Manchester PoliceStated completedThe respondent said that this action was complete when they made their response on 8 April 2020.
  3. 3

    Develop an appropriate mental-health training package for Operational Communications Branch staff.

    Stated by Greater Manchester PoliceStated plannedThe respondent said that this action was planned when they made their response on 8 April 2020.
  4. 4

    Develop staff capability through the Command and Control Project to improve triage and identification of vulnerability, threat, harm and risk.

    Stated by Greater Manchester PoliceStated in progressThe respondent said that this action was in progress when they made their response on 8 April 2020.
  5. 5

    Use enhanced ControlWorks searches of phone numbers, addresses and informant details to provide call handlers with more information.

    Stated by Greater Manchester PoliceStated completedThe respondent said that this action was complete when they made their response on 8 April 2020.
  6. 6

    Maintain Knowledge Support Officer roles within Operational Communications Branch and deliver the scheduled upskilling programme for Radio Supervisors.

    Stated by Greater Manchester PoliceStated in progressThe respondent said that this action was in progress when they made their response on 8 April 2020.
  7. 7

    Apply the revised mental-health policy requiring routine consideration of explicit consent and documenting information-sharing arrangements.

    Stated by Greater Manchester PoliceStated completedThe respondent said that this action was complete when they made their response on 8 April 2020.
  8. 8

    Attend a scheduled meeting with the task and finish group’s strategic leads to review the pan-Greater Manchester response and report subsequently on work undertaken.

    Stated by North West Ambulance Service NHS TrustStated plannedThe respondent said that this action was planned when they made their response on 8 April 2020.

Recipient positions A position is what a recipient says about a concern when they do not describe a specific action.1

  1. 1

    MHTAS capacity constraints mean it cannot advise on every mental-health call, requiring officers to seek consultation from local services when necessary.

    Stated by Greater Manchester PoliceUnable to actThe respondent said that a constraint prevented them from taking the relevant action.

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 24-hour mental-health crisis lines through participating Greater Manchester mental-health trusts for known and unknown service users.

Verbatim wording from the response

“Prior to the implementation phase and in response to the COVID-19 pandemic, two significant mental health crisis lines have been established, which assists in addressing this gap in services:”

Source location

2020-0069-Response-from-Greater-Manchester-Police_Redacted-2
Page 5 · response
Published 8 April 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

Operate the Clinical Assessment Service line for eligible 999 and 111 calls, with mental-health practitioner review, GP assessment and referral to appropriate services.

Verbatim wording from the response

“In addition to these lines, in April 2020, a Clinical Assessment Service (CAS) line went live for known and unknown service users. Any 999 calls and 111 calls that are an NWAS category 3 or 4 are sent for review by NWAS mental health practitioners. Incidents for the CAS are then inputted into the ‘Adastra’ system and reviewed by the CAS. The CAS is currently staffed by GP’s who call the patient back, complete an assessment and refer to the appropriate service.”

Source location

2020-0069-Response-from-Greater-Manchester-Police_Redacted-2
Page 5 · response
Published 8 April 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

Develop an appropriate mental-health training package for Operational Communications Branch staff.

Verbatim wording from the response

“Work within the Health and Justice Task and Finish Group and previous Regulation 28 investigations have identified a training need within OCB and plans are in place to look at developing an appropriate training package for OCB staff.”

Source location

2020-0069-Response-from-Greater-Manchester-Police_Redacted-2
Page 6 · response
Published 8 April 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

Develop staff capability through the Command and Control Project to improve triage and identification of vulnerability, threat, harm and risk.

Verbatim wording from the response

“The Operational Communications Branch (OCB) radio operator on the remaining FWIN (376 20/8/18) did not identify Mr Pendlebury as a repeat caller nor any vulnerability. Besides the introduction of the 24/7 CRT and Vulnerability Support Unit in 2018, the OCB have been transitioning through a key change project. The Command & Control Project aims are to develop the capability and professional expertise of our staff so they are fully supported in triaging demand effectively, confidently identifying and assessing vulnerability, threat, harm and risk. Knowledge Support Officers (KSO’s) are now in role within OCB and currently have a scheduled upsill programme for all Radio Supervisors. The matters addressed relate to structural changes within the OCB, and cultural and behavioural factors that had previously contributed to tragic incidents.”

Source location

2020-0069-Response-from-Greater-Manchester-Police_Redacted-2
Page 4 · response
Published 8 April 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

Use enhanced ControlWorks searches of phone numbers, addresses and informant details to provide call handlers with more information.

Verbatim wording from the response

“In July 2019 Greater Manchester Police invested in a major new IT system, iOPS, which is split into ControlWorks and PoliceWorks. All calls that come into GMP are created on ControlWorks. There are now capabilities within ControlWorks to auto search on a phone”

Source location

2020-0069-Response-from-Greater-Manchester-Police_Redacted-2
Page 1 · response
Published 8 April 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

Maintain Knowledge Support Officer roles within Operational Communications Branch and deliver the scheduled upskilling programme for Radio Supervisors.

Verbatim wording from the response

“The Operational Communications Branch (OCB) radio operator on the remaining FWIN (376 20/8/18) did not identify Mr Pendlebury as a repeat caller nor any vulnerability. Besides the introduction of the 24/7 CRT and Vulnerability Support Unit in 2018, the OCB have been transitioning through a key change project. The Command & Control Project aims are to develop the capability and professional expertise of our staff so they are fully supported in triaging demand effectively, confidently identifying and assessing vulnerability, threat, harm and risk. Knowledge Support Officers (KSO’s) are now in role within OCB and currently have a scheduled upsill programme for all Radio Supervisors. The matters addressed relate to structural changes within the OCB, and cultural and behavioural factors that had previously contributed to tragic incidents.”

Source location

2020-0069-Response-from-Greater-Manchester-Police_Redacted-2
Page 4 · response
Published 8 April 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

Apply the revised mental-health policy requiring routine consideration of explicit consent and documenting information-sharing arrangements.

Verbatim wording from the response

“GMP’s revised ‘Mental ill health, mental incapacity and learning disabilities policy and procedure V3.3’, published in July 2019 states: “As a matter of good practice, services needing to share information should routinely consider getting explicit written consent or documented verbal consent to the information sharing from the person about whom the information is concerned. Consent must be given freely and cannot be inferred or provided under duress. When gaining consent the individual should be told clearly what the purpose of sharing information is, how it will happen, what information will be shared and with whom. The individual should be informed of their right to refuse consent but assured they will be kept informed”.”

Source location

2020-0069-Response-from-Greater-Manchester-Police_Redacted-2
Page 3 · response
Published 8 April 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

Attend a scheduled meeting with the task and finish group’s strategic leads to review the pan-Greater Manchester response and report subsequently on work undertaken.

Verbatim wording from the response

“In the meantime, a meeting has been arranged with Ms Joanne Kearsley and key strategic leads of the task and finish group. This meeting has been cancelled on previous occasions but is currently diarised for July. The Trust should be grateful if you would allow us to provide an update following that meeting and within six months of the date of this letter to report the work that has been undertaken to better meet the needs of individuals such as Mr Pendlebury and those in mental health crisis in the community.”

Source location

2020-0069-Response-from-North-West-Ambulance-Service_Redacted-1
Page 3 · response
Published 8 April 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

MHTAS capacity constraints mean it cannot advise on every mental-health call, requiring officers to seek consultation from local services when necessary.

Verbatim wording from the response

“Currently, MHTAS are a small team and work on occasion work to full capacity, unable to advise on all mental health related calls. However, If MHTAS are unable to support due to capacity, the officer has the option of contacting a local service for consultation where necessary (additional information contained within the Summary section below).”

Source location

2020-0069-Response-from-Greater-Manchester-Police_Redacted-2
Page 2 · response
Published 8 April 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

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Data last updated 7 September 2026