PFD report

Paul Christopher REEVES · Prevention of Future Deaths report

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Issued 12 May 2025•Inner North London

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
5

Raised in this report

Recipients
1

Named on the report

Responses found
1

Of 1 recipient

Stated actions
12

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 raised5

  1. Lack of staff knowledge, skills or training to handle and de-escalate residents entering a road
  2. Failure of communication processes to escalate a deteriorating patient
  3. Lack of staff awareness of the nature and extent of resident support duties
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

    Train and remind staff to communicate behavioural changes, environmental damage, deterioration and other welfare concerns promptly through appropriate clinical escalation channels.

    Stated by RiversideStated completedThe respondent said that this action was complete when they made their response on 21 May 2025.
  2. Action

    Add welfare-escalation and relevant legal-status requirements to the organisation-wide Quality Audit Tool for auditors to check.

    Stated by RiversideStated plannedThe respondent said that this action was planned when they made their response on 21 May 2025.
  3. Action

    Develop guidance for specialist mental health services covering hospital discharge communication, support needs, risks and unplanned returns to supported accommodation.

    Stated by RiversideStated in progressThe respondent said that this action was in progress when they made their response on 21 May 2025.

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

  1. Position

    Support Officers are not authorised or trained to restrain residents because their remit is supportive and non-clinical.

    Stated by RiversideOutside 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 staff knowledge, skills or training to handle and de-escalate residents entering a road

Wider context from the report

“4. In the early morning of 28 March 2024 (approximately 07:13), the CCTV footage showed Mr Reeves crawling out of the front entrance to Maygrove Road, initially into the bin area and, a few minutes later, into the road. A support worker from Maygrove Road can be observed walking towards Mr Reeves. However, from the CCTV footage, the support worker appears to make limited attempts, if any, to engage Mr Reeves or block his path into the carriageway of the road. I heard evidence that staff members would not be permitted to restrain Mr Reeves; however, the CCTV footage raises concerns that staff may lack the knowledge, skills or training in handling or attempting to de-escalate a situation such as this. For the avoidance of doubt, there was no evidence that an improved response would have altered the outcome for Mr Reeves, but that does not diminish the future risks to others. ”

Is this part of a recurring concern?

No recurring-concern membership is currently published.

Open source report

Source evidence

How this individual concern was interpreted

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

PFD Monitor interpretation

Failure of communication processes to escalate a deteriorating patient

Wider context from the report

“3. Although concerns regarding Mr Reeves’ presentation (para 2 above) were not raised during the telephone call from mental health staff, the manager of Maygrove Road did send an email to Mr Reeves’ care co-ordinator. That email raised health and safety concerns relating to the damage caused by Mr Reeves to his room/flat. However, it did contain phrases such as, ‘he is not doing well’ and he appears ‘very unwell’. I found that an email (essentially headed as a health and safety matter) essentially raised concerns about escalation and communication of a deteriorating patient. ”

Is this part of a recurring concern?

No recurring-concern membership is currently published.

Open source report

Source evidence

How this individual concern was interpreted

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

PFD Monitor interpretation

Lack of staff awareness of the nature and extent of resident support duties

Wider context from the report

“1. Maygrove Road, the supported accommodation, is not a care home and there is no expectation that staff at the accommodation will administer or supervise medication. Despite this, staff at the accommodation documented that they had collected Mr Reeves’ medication ‘for daily supervision’. Staff were aware that it was an expectation, from the mental health unit, that the accommodation staff should supervise Mr Reeves’ compliance with his medication. There is no suggestion that the accommodation provider contacted the mental health unit to advise that this was something that they were unable to facilitate. The concerns here are twofold. First, there appeared to be a lack of awareness from staff at Maygrove Road about the nature and extent of what they could/should do to support residents. Second, there was a lack of communication with the treating mental health team. ”

Is this part of a recurring concern?

No recurring-concern membership is currently published.

Open source report

Source evidence

How this individual concern was interpreted

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

PFD Monitor interpretation

Failure to communicate concerning behaviour and environmental damage to mental health staff

Wider context from the report

“2. During a welfare check on Mr Reeves on the morning of 26 March 2024, it was noted that Mr Reeves was ‘agitated’ and that ‘there were broken glasses and pulled electrical panel in his flat’. It was also noted that Mr Reeves ‘didn’t know what had happened’. The mental health unit contacted staff at Maygrove Road on 27 March 2024 and it was accepted in evidence that the concerns about Mr Reeves’ behaviour and the damage caused to his flat were not mentioned to the mental health staff. In the circumstances, these matters not having been raised with the mental health staff deprived the mental health team of an opportunity to assess Mr Reeves’ mental state and leave status, and to consider whether or not he should have remained on leave. The manager at Maygrove Road told me in evidence that they would not expect staff to raise these matters with the mental health team; something which I found to be ‘irrational’. While I found that there was insufficient evidence to suggest that this would have altered the outcome for Mr Reeves, it raises serious concerns about communication that would enable mental health professionals properly to assess the needs and status of patients in the community, particularly given the accommodation ‘generally supports residents with mental health needs’. ”

Is this part of a recurring concern?

Yes — Unreliable circulation of safety-critical mental health information.

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

Lack of communication with the treating mental health team

Wider context from the report

“1. Maygrove Road, the supported accommodation, is not a care home and there is no expectation that staff at the accommodation will administer or supervise medication. Despite this, staff at the accommodation documented that they had collected Mr Reeves’ medication ‘for daily supervision’. Staff were aware that it was an expectation, from the mental health unit, that the accommodation staff should supervise Mr Reeves’ compliance with his medication. There is no suggestion that the accommodation provider contacted the mental health unit to advise that this was something that they were unable to facilitate. The concerns here are twofold. First, there appeared to be a lack of awareness from staff at Maygrove Road about the nature and extent of what they could/should do to support residents. Second, there was a lack of communication with the treating mental health team. ”

Is this part of a recurring concern?

Yes — Unreliable multi-agency communication procedures.

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

Train and remind staff to communicate behavioural changes, environmental damage, deterioration and other welfare concerns promptly through appropriate clinical escalation channels.

Verbatim wording from the response

“• Staff have been reminded of the importance of sharing behavioural changes, environmental damage or unusual incidents with the relevant mental health team — not only for safeguarding, but to ensure a collaborative, well-informed approach to care. The Senior Team Manager, ████████, held a Maygrove Service Improvement Meeting with the staff team on 4 February 2025 and a follow up via email was shared on 27 May 2025. This was addressed and completed within our three-month improvement plan completed in May 2025.”

Source location

Response from The Riverside Group Limited
Page 3 · response
Published 21 May 2025

Open published response

Source evidence

How this respondent action was interpreted

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

PFD Monitor interpretation

Add welfare-escalation and relevant legal-status requirements to the organisation-wide Quality Audit Tool for auditors to check.

Verbatim wording from the response

“• We already audit Support Plans and verify that local arrangements are in place to monitor customer welfare as part of the quality audit process. However, we will now include specific guidance in the audit tool to ensure that auditors check that: Safety Plans clearly detail which external agencies or teams must be contacted when colleagues have concerns about a customer who is on Section 17 leave from hospital, under a Community Treatment Order or subject to other legal restrictions (e.g. Section 41). The audit tool will also check that any concerns regarding customer welfare have been escalated appropriately, for example, by ensuring teams make direct contact with the Social Worker or Duty Team.”

Source location

Response from The Riverside Group Limited
Page 4 · response
Published 21 May 2025

Open published response

Source evidence

How this respondent action was interpreted

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

PFD Monitor interpretation

Develop guidance for specialist mental health services covering hospital discharge communication, support needs, risks and unplanned returns to supported accommodation.

Verbatim wording from the response

“• Our Quality and Improvement Team is currently developing a guidance document, due for completion by the end of September 2025, for staff working with specialist mental health services. This document will reinforce keeping in touch arrangements, ensuring that support teams are informed in advance when a customer is due for discharge from hospital or other clinical settings. It will also establish procedures to ensure that we receive up-to-date information about a customer’s support needs, including medication, legal status and any other known risks, prior to their return to supported accommodation and allow for concerns to be raised where we are unable to facilitate the level of support required, particularly around medication.”

Source location

Response from The Riverside Group Limited
Page 2 · response
Published 21 May 2025

Open published response

Source evidence

How this respondent action was interpreted

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

PFD Monitor interpretation

Deliver mandatory induction and refresher training covering mental health awareness, health and safety and incident management.

Verbatim wording from the response

“• Mandatory induction and refresher training, covering mental health awareness, health and safety and incident management (this was completed in April 2025).”

Source location

Response from The Riverside Group Limited
Page 5 · response
Published 21 May 2025

Open published response

Source evidence

How this respondent action was interpreted

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

PFD Monitor interpretation

Review and update the national Support Planning Procedure to record hospital contacts, required clinical escalation and post-hospital support-plan reviews.

Verbatim wording from the response

“• We have reviewed our national Support Planning Procedure. The procedure now specifically states that:”

Source location

Response from The Riverside Group Limited
Page 3 · response
Published 21 May 2025

Open published response

Source evidence

How this respondent action was interpreted

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

PFD Monitor interpretation

Complete the Mental Health training programme, including Basic Therapeutic Skills, for all staff by the end of 2025.

Verbatim wording from the response

“• We provide a Mental Health training programme that includes our training in Basic Therapeutic Skills which covers communication (including how to have difficult conversations with clients), self-awareness, boundaries and case formulation. All staff will have completed this by the end of 2025.”

Source location

Response from The Riverside Group Limited
Page 5 · response
Published 21 May 2025

Open published response

Source evidence

How this respondent action was interpreted

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

PFD Monitor interpretation

Deliver mandatory medication refresher training clarifying support staff responsibilities, role boundaries and communication with partner agencies.

Verbatim wording from the response

“• All staff at Maygrove have received mandatory refresher training on medication procedures, completed in January 2025, which reinforces their responsibilities, the remit of their role as set out above and communicating with partner agencies such as GPs, hospitals and care co-ordinators where necessary to ensure that they are aware of the remit of Support Officer roles and informing them if there are any issues with a resident taking medication prescribed to them (it is relevant to note that during the inquest, the hospital’s consultant psychiatrist indicated that he had “little faith” in Mr Reeves complying with his medication but wanted to offer him an opportunity in any event as a long term plan with his therapeutic engagement was required).”

Source location

Response from The Riverside Group Limited
Page 2 · response
Published 21 May 2025

Open published response

Source evidence

How this respondent action was interpreted

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

PFD Monitor interpretation

Review and update the national Welfare Checks Procedure to specify when staff should contact the Duty Team about unresolved welfare concerns.

Verbatim wording from the response

“• Our Quality and Improvement Team is currently reviewing and updating our approach to welfare checks, including our national Welfare Checks Procedure, due for completion by the end of September 2025. This will set out circumstances in which colleagues should also contact the Duty Team where they have concerns about a customer’s welfare and are unable to contact their Social Worker/Care Coordinator.”

Source location

Response from The Riverside Group Limited
Page 3 · response
Published 21 May 2025

Open published response

Source evidence

How this respondent position was interpreted

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

PFD Monitor interpretation

Support Officers are not authorised or trained to restrain residents because their remit is supportive and non-clinical.

Verbatim wording from the response

“Support Officers are not authorised or trained to restrain residents. Their remit is supportive and non-clinical. Although this was an isolated incident and the coroner confirmed that it did not alter the outcome for Mr Reeves, we have used it as a learning opportunity. On 4 February 2025, Support Officers were reminded of their responsibilities in responding to residents in visible distress or potential danger. Further to the above, this included a reminder that any concerns regarding a customer’s mental or physical health should be reported to the appropriate teams, including management, without delay within 24 hours and that any issues or concerns related to assigned customers should be escalated to management and the clinical team for appropriate action.”

Source location

Response from The Riverside Group Limited
Page 5 · response
Published 21 May 2025

Open published response

Other statements in published responses

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

Recipient-stated actions An action is something a recipient says it has done, is doing, or plans to do in response to a concern raised.4

  1. 1

    Complete and implement a three-month Maygrove improvement plan covering communication, medication handling, record keeping, resident activity and monthly medication audits.

    Stated by RiversideStated completedThe respondent said that this action was complete when they made their response on 21 May 2025.
  2. 2

    Remind staff to follow the organisational medication policy through verbal and written communications, and conduct a Maygrove medication-support audit.

    Stated by RiversideStated plannedThe respondent said that this action was planned when they made their response on 21 May 2025.
  3. 3

    Reinforce communication expectations through monthly team meetings, supervision check-ins and training across services.

    Stated by RiversideStated plannedThe respondent said that this action was planned when they made their response on 21 May 2025.
  4. 4

    Review the training offer for colleagues working in mental health services to ensure mandatory and role-required training remains appropriate.

    Stated by RiversideStated in progressThe respondent said that this action was in progress when they made their response on 21 May 2025.

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

  1. 1

    Supported-accommodation staff are not expected to administer or clinically supervise medication; their role is limited to prompting, guidance and safe handling.

    Stated by RiversideDisputes 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

Complete and implement a three-month Maygrove improvement plan covering communication, medication handling, record keeping, resident activity and monthly medication audits.

Verbatim wording from the response

“• A three-month improvement plan was completed in May 2025 with support staff, focusing on strengthening key areas such as internal and external communication, medication handling, record keeping of daily concerns, resident activity and conducting a monthly medication audit to ensure safe practices and compliance.”

Source location

Response from The Riverside Group Limited
Page 2 · response
Published 21 May 2025

Open published response

Source evidence

How this respondent action was interpreted

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

PFD Monitor interpretation

Remind staff to follow the organisational medication policy through verbal and written communications, and conduct a Maygrove medication-support audit.

Verbatim wording from the response

“• Staff have been reminded of the organisational medication policy which refers to staff responsibilities and the importance of adhering strictly to this policy. This reminder was provided verbally during a staff team meeting on 29 April 2025 and followed up in writing on 11 May 2025. Maygrove is scheduled to be audited in October 2025 as part of our national programme of quality audits – this will ensure that a full review of activity in relation to medication support is undertaken and any further gaps in colleague knowledge or practice are addressed.”

Source location

Response from The Riverside Group Limited
Page 2 · response
Published 21 May 2025

Open published response

Source evidence

How this respondent action was interpreted

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

PFD Monitor interpretation

Reinforce communication expectations through monthly team meetings, supervision check-ins and training across services.

Verbatim wording from the response

“• These measures will be reinforced in monthly team meetings, within our four supervision check-ins per year and training to ensure clarity and consistency of communication across all services.”

Source location

Response from The Riverside Group Limited
Page 4 · response
Published 21 May 2025

Open published response

Source evidence

How this respondent action was interpreted

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

PFD Monitor interpretation

Review the training offer for colleagues working in mental health services to ensure mandatory and role-required training remains appropriate.

Verbatim wording from the response

“• We are working with our Learning and Development Partner in reviewing our training offer for colleagues working in mental health services to ensure that both mandatory and role required training continues to be appropriate for the needs of colleagues working in these services. This will be complete by the end of 2025.”

Source location

Response from The Riverside Group Limited
Page 5 · response
Published 21 May 2025

Open published response

Source evidence

How this respondent position was interpreted

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

PFD Monitor interpretation

Supported-accommodation staff are not expected to administer or clinically supervise medication; their role is limited to prompting, guidance and safe handling.

Verbatim wording from the response

“We acknowledge the concern raised regarding the remit of support staff in relation to the supervision of medication within supported accommodation. As correctly stated, supported accommodation is not a care home and there is no expectation for staff to administer or supervise medication.”

Source location

Response from The Riverside Group Limited
Page 1 · response
Published 21 May 2025

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

Official responses located
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Data last updated 7 September 2026