Bristol review

Take steps to ensure that Nilaari and ROADS, with appropriate consent provide updates about patient referrals to primary care (GP) and referrer (if not GP)

Review the protocols for risk assessment and management, ensuring that (a) medicine compliance is considered for patients with a history of violence, (b) that post transition assessments are scheduled/conducted for this cohort, (c) fluctuations in patient insight are considered and (d) that this is explicitly documented in the handover between AWP and GP

Improve the understanding of the specific needs of the local Somali Community (SC) in respect of Mental Health that includes; - what enables/hinders the SC accessing support and that clearly identifies the gaps in provision.

That the learning from this review is shared through mandatory safeguarding training to encourage increased professional curiosity when presented with potential client welfare concerns.

Seek to ensure that staff are aware of how to access medical information out of hours.

Avon and Somerset Police to review call handling policy where there are multiple apparent risk factors and implement a systemic approach that mandates these calls being supervised.

Avon and Somerset Police to review their systems of call handling to ensure that intelligence checks are carried out and recorded within the call handling system.

Training to ensure that officers know how and when to update occupant lists within Civica Cx (new BCC H&LS management system) for tenancy records and the importance of doing so in relation to financial impact on the tenant and in terms of managing tenancies/ homes. Also, confirm that all officers know the best place to share an authorisation note as done positively in Northgate previously in this case.

The rent management service CCSS form to be reviewed to ensure relevant further questions are being sought with the customer. This is so that the form is doing as it was created and intended; to act as a method to support tenancy sustainment going forward with the tenant.

Refresh with Internal Audit Team and H&LS sharing information practices and storing this correctly when BCC properties have actions undertaken e.g., in this instance a court order to prove occupancy.

To raise awareness of complete PTSD pathway in Primary Care

To identify link role within access services into local Somali community

Training on ‘diagnostic overshadowing’ should be extended to call handlers in addition to Control Room supervisors. Please note that this recommendation has already been agreed by the Force Incident Manager and plans are in place to arrange protected time for call handlers to receive this training.

The Command-and-Control department should review call script questions and call handlers’ use of ‘off-script’ questions in relation to calls where mental health and weapons is a feature. The department should take appropriate action to improve in this area as required.