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DCW13-Safeguarding Adults from Abuse and Improper Treatment Policy

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Safeguarding Adults from Abuse and Improper Treatment Policy

Purpose

The purpose of this policy is to ensure that all staff at {{org_field_name}} understand their responsibilities in safeguarding adults from abuse, neglect, and improper treatment. We are committed to providing our domiciliary care service in a way that keeps people safe and protects them from harm, in full compliance with Care Inspectorate Wales (CIW) requirements and Welsh law. This policy provides clear guidance on recognising, reporting, and managing safeguarding concerns, while demonstrating how {{org_field_name}} meets its legal obligations. By following this policy, our staff will help prevent abuse or neglect, respond effectively to any concerns, and maintain a culture that puts the well-being and rights of individuals first.

Scope

This policy applies to all employees and volunteers of {{org_field_name}}, including managers, care/support workers, office staff, and any agency or contract staff. It covers all adults who receive care and support from our organisation, particularly those who may be considered “adults at risk” due to age, disability, illness, or other vulnerabilities. The guidance here applies wherever services are delivered – whether in individuals’ own homes, in the community, or any setting under our care. Everyone working with or for {{org_field_name}} must be familiar with this policy and adhere to it at all times to ensure the safety, dignity, and well-being of the people we support.

Legal and Regulatory Framework

Our Safeguarding Adults policy is founded on the key laws, regulations, and guidance that govern social care in Wales. All staff must understand this framework, as it underpins our duties:

All staff must comply with this legal framework and with this policy. Failing to follow safeguarding laws or procedures could lead to serious harm to individuals and legal consequences for both the staff member and {{org_field_name}}. We provide regular training and updates so that everyone remains informed of changes in legislation or best practice, ensuring our service is always “inspection-ready” and meeting current safeguarding expectations.

Definitions

Understanding what is meant by “abuse,” “neglect,” and “improper treatment” is fundamental for effective safeguarding. Our definitions are aligned with Welsh law (in particular, Regulation 32 of the 2017 Regulations, and Section 197 of the 2014 Act):

Note: Many forms of abuse can overlap. For example, financial abuse often co-occurs with emotional abuse (threats or manipulation to obtain money), or physical abuse may happen alongside neglect of care. Staff should not narrow their focus – if one type of abuse is suspected, remain open to other forms of harm that might also be occurring.

Note: The Mental Capacity Act 2005 (and amendments such as the Deprivation of Liberty Safeguards, DoLS) sets specific rules for when and how restraint or restrictions can be used for individuals who lack capacity. Any restraint or intervention must be legally authorized, necessary and proportionate to prevent harm. Using restraint outside of those conditions is likely to be “improper” and possibly abusive. (See our Mental Capacity & DoLS Policy for further guidance.) Always seek least-restrictive options and respect the person’s rights.

Responsibilities

Safeguarding is everyone’s responsibility at {{org_field_name}}. Every member of staff has a duty to uphold the safety, rights and well-being of the people we support. This section outlines specific responsibilities for management and for staff so that everyone is clear on their role in preventing, detecting, and responding to abuse or improper treatment.

Management Responsibilities

Leadership and management set the tone for an effective safeguarding culture. Managers (including the Registered Manager and Responsible Individual) must ensure that all required safeguarding measures are in place and working in practice. Key management responsibilities include:

In summary, the management of {{org_field_name}} must integrate safeguarding into every aspect of the service – from hiring and training staff, to daily operations, to strategic planning and quality assurance. Managers lead by example in promoting a safe, transparent environment where the people we support are protected.

Staff Responsibilities

All staff at {{org_field_name}} have a personal responsibility to safeguard the people in our care. Safeguarding is a fundamental part of our job – not an added extra. Key expectations for staff include:

Above all, every staff member has a duty to protect those in our care and to do so proactively and promptly. Safeguarding truly is “everyone’s business.” We succeed in keeping people safe when each person on the team fulfills their responsibilities and works together.

Recognising Signs of Abuse and Neglect

Recognising the potential signs of abuse or neglect early is crucial. Frontline care staff are often in the best position to notice when something is not right with a service user. {{org_field_name}} expects all staff to remain vigilant and to use their professional judgment – if something feels wrong, do not ignore it. There may be innocent explanations for a person’s condition or behavior, but it is better to check and be wrong than to miss a serious problem.

Common signs and indicators of abuse or neglect can include (but are not limited to):

These signs do not prove abuse or neglect, but they should prompt you to seek further information or report a suspicion. Often, multiple indicators together give cause for concern (for example, weight loss and withdrawal and a controlling caregiver). Trust your instincts: if you feel uneasy about a situation, raise the concern to your manager/DSL. It is far better to investigate and find no abuse than to miss a cry for help.

Important: Do not attempt to diagnose the cause of the signs on your own. Your role is to notice and report. Keep detailed notes of what you observe, when, and the context. These notes will help if a formal investigation is needed. Section 6 below will outline exactly what steps to take when you do identify a concern.

Immediate Actions and Reporting Procedure

If abuse, neglect, or improper treatment is suspected, witnessed, or disclosed, all staff must follow the established reporting procedure without delay. Wales has a statutory “duty to report” adults at risk – meaning that by law (under the Social Services and Well-being Act), if we have reasonable cause to suspect an adult is at risk, we must inform the proper authorities. This section describes the step-by-step process to ensure concerns are escalated appropriately. Think of it as our internal safeguarding flowchart in words.

1. Ensure Immediate Safety: The first priority is always the immediate safety and well-being of the adult at risk (and others potentially involved).

2. Report Internally Without Delay: Once any immediate danger is addressed, inform the Designated Safeguarding Lead (DSL) or a Manager at {{org_field_name}} immediately. This initial report should be done as soon as possible – ideally via a direct phone call or in-person conversation, because time is critical. Do not wait until you finish your shift; do not rely solely on leaving a message or sending an email (though written follow-up is required, as noted in Step 3). {{org_field_name}} provides multiple channels to report a safeguarding concern internally, at any time:

When making your report (by whatever method), provide the key facts: Who is involved (the name of the adult at risk, and any alleged perpetrator if known), what happened or was observed (brief description of the concern or incident), when and where it occurred, and any immediate actions you took. You do not need to go into extreme detail on the phone – more detail will go into your written report – but give enough information for management to understand the nature of the risk. Clearly state that you believe it is a safeguarding issue so there is no ambiguity.

If the allegation involves a staff member or volunteer of {{org_field_name}}, you must make that clear in your report. Management will need to take immediate steps, such as removing that person from direct contact with service users during the investigation (see also Section “Allegations Against Staff”). Do not discuss the allegation with the person in question or anyone else who isn’t necessary to inform – maintain confidentiality.

In the rare case that you feel unable to report internally (for example, if the concern is about the management/DSL themselves, or you genuinely believe it won’t be acted on), you should still not remain silent. If you can’t go through normal internal channels, you have the right to contact external authorities directly (see step 4 below – you can call the local authority or even CIW/police yourself). The law allows anyone to make a referral if needed. {{org_field_name}} will support staff who bypass internal reporting in good faith due to exceptional circumstances. The bottom line: a report must be made – if internal reporting ever fails or is inappropriate, go to the next level. (Also see Whistleblowing section for additional avenues.)

3. Record the Details: As soon as possible on the same day, after the immediate report, you must document the concern in writing. Complete a Safeguarding Incident Report Form (if our organisation has a specific form) or otherwise write a clear report that includes all relevant details. This written record is critical for accuracy and future reference. When recording, keep these guidelines in mind:

Remember that your report might be used in subsequent investigations by social services, police, or in court, so it should be professional, factual, and thorough. If you make a mistake, do not try to erase it – cross through errors with a single line and initial, then correct, to maintain credibility of the record. If multiple staff witnessed or were involved, each should complete their own report to capture all perspectives.

4. Escalation to External Authorities: After you have reported internally, management/DSL will take responsibility for further escalation. However, it’s important for staff to know what will happen next, and in some cases you might be involved in or even initiate external reporting (especially if a manager is not immediately available). In line with our legal obligations and the Wales Safeguarding Procedures, the following external notifications typically need to be made without delay:

In all cases, we cooperate fully with external agencies. Once a report is made, the local authority social services will typically convene a strategy discussion or meeting with relevant parties (which may include the police, CIW, health professionals, etc.) to plan the investigation and protection plan. We will follow the directions given by the safeguarding team. For example, they may instruct us to preserve certain records, or not to discuss the case with certain individuals, etc. We will also be expected to provide information about the adult (care plans, risk assessments, etc., as needed) and about any person alleged to have caused harm (e.g. staff employment details).

If at any point you (as the initial staff reporting) feel that an appropriate referral has not been made by management and the situation remains a concern, remember that you can contact the authorities directly. All citizens and professionals can report an adult at risk; the law in Wales explicitly allows anyone to refer if a report isn’t handled. This is rarely needed in a well-run organisation, but it is an important safeguard. {{org_field_name}} will never penalise a staff member for making a bona fide report to external authorities in the interest of an adult’s safety.

5. Preserve Evidence (if applicable): In cases of alleged abuse that might become a criminal investigation (such as physical or sexual assault, or financial exploitation), preserving evidence can be important. While the police or investigators will handle evidence collection, front-line staff can take simple steps to avoid contaminating potential evidence:

Always follow any specific instructions given by police or social services regarding evidence. Your main priority is not evidence-gathering (that’s for law enforcement), but avoiding unnecessary destruction of evidence.

After these steps, continue to support and reassure the adult at risk. Depending on the situation, a manager or social worker may develop a protection plan (for example, arranging alternative care, medical treatment, counselling, etc.). Your role may include providing ongoing care with extra vigilance, or simply being there to listen if the person wants to talk (while not pressing them with questions). Maintain the person’s privacy and dignity throughout.

To summarise our approach: Recognise, Respond, Report, Record, and Refer. These are the guiding steps whenever a safeguarding concern arises. By following this procedure, staff at {{org_field_name}} ensure that we act swiftly and appropriately to protect adults in our care, in line with Welsh law and best practice.

(Refer to Section 9, “Handling Allegations and Investigations,” for what happens after a report is made – including internal investigation processes, supporting those involved, and disciplinary actions. Section 9 also describes how we deal with allegations against our staff or others in positions of trust.)

Whistleblowing

Whistleblowing is the act of reporting concerns about wrongdoing within an organisation, in ways that may bypass the normal line management structure. In the context of safeguarding, whistleblowing typically means a staff member raising a concern about abuse, neglect, or misconduct that has not been properly addressed through normal reporting channels. {{org_field_name}} is committed to an open culture where staff feel safe to speak up. We have a separate Whistleblowing Policy (often called a “Raising Concerns” policy) which provides detailed guidance, but key points are highlighted here:

Remember, withholding a serious concern is never the right choice. If you see something, say something – internally or externally – until action is taken. Our culture is one where concerns are welcomed and addressed, not suppressed. By ensuring staff know about and can use whistleblowing routes, {{org_field_name}} aligns with care standards that require robust whistleblowing procedures as part of safeguarding governance. This helps stop abuse early and keeps our organisation accountable.

(For more information, refer to the full Whistleblowing Policy of {{org_field_name}}, which provides detailed steps on how to raise concerns and the protections offered.)

Safeguarding Training and Competency

Training is one of the most important strategies for preventing abuse and ensuring a confident, capable workforce that can safeguard others. {{org_field_name}} is committed to providing comprehensive and ongoing safeguarding training to all our staff and volunteers.

In summary, {{org_field_name}} ensures that all staff are competent and confident in safeguarding adults. Our commitment to regular and practical training aligns with regulatory expectations that care staff must be properly trained in safeguarding from induction onwards. A well-trained staff is our first line of defense against abuse – they are more likely to recognise issues early and take proper action. If any staff member feels they need additional training or a refresher on any aspect of this policy, they are urged to inform a manager. Training will be provided – safeguarding is too important to leave anyone uncertain.

Preventive Measures and Quality Assurance

While responding to incidents is critical, preventing abuse or neglect from occurring in the first place is our ultimate goal. {{org_field_name}} employs several proactive strategies to minimise risks and promote a safe environment:

By taking these preventive and quality assurance measures, {{org_field_name}} aims to stop abuse or neglect before it occurs, or at least catch it at the earliest possible stage. Prevention is an ongoing effort – it’s about being proactive, vigilant, and always asking “How can we do better for the safety of our clients?” This continuous improvement mindset is a core part of our service culture.

Monitoring, Auditing and Review

Monitoring and auditing our safeguarding practices – and the periodic review of this policy – ensure that what we have written on paper is actually working in practice and remains up-to-date.

When this policy is updated, all staff are notified and required to read the new version. We may hold a briefing or include the changes as part of the next training session to ensure understanding. We also update any related documents or contact lists at that time (for example, if local authority phone numbers changed, we’ll update those placeholders then).

In summary, monitoring, audit and review are how we “keep ourselves safe” as an organisation – safe from complacency and drift. By continuously checking that we do what we say we do, {{org_field_name}} ensures that our safeguarding policy is not just a document, but a living process. This commitment to self-evaluation and improvement is also something CIW expects to see in any well-led service. We are proud to embrace that, knowing it ultimately leads to better protection for the people in our care.

Conclusion

Safeguarding adults from abuse and improper treatment is a fundamental obligation of {{org_field_name}}. This policy has outlined the purpose, scope and responsibilities that underpin our approach, aligned with the latest Welsh legislation and guidance. All staff are expected to not only read and understand this policy, but to embed its principles in everyday practice. By fostering a vigilant, informed, and compassionate team, we create an environment where adults at risk are kept safe, and where any concerns are dealt with swiftly and appropriately.

Every member of staff, from senior management to new volunteers, has a part to play in prevention, detection, and reporting. Remember:

By adhering to this policy and the procedures within it, {{org_field_name}} will continue to meet the high standards required by Care Inspectorate Wales and, most importantly, will ensure that the adults in our care are safe, respected, and able to live free from abuse or harm.

This policy will be available to all staff at all times (in both electronic and printed form) and is to be reviewed and revalidated at least annually or when significant changes in legislation occur. All staff are required to sign a declaration that they have read and understood this policy. Managers will reinforce critical elements through supervision and team meetings regularly.

Sources: Relevant legislation and guidance informing this policy include the Social Services and Well-being (Wales) Act 2014, the Regulation and Inspection of Social Care (Wales) Act 2016, the Regulated Services (Service Providers and Responsible Individuals) (Wales) Regulations 2017 (esp. Part 8 on safeguarding), CIW regulatory requirements, and the Wales Safeguarding Procedures 2019. These sources set the standards that we are bound to uphold in our safeguarding practice.

Responsible Person: {{org_field_registered_manager_first_name}} {{org_field_registered_manager_last_name}}
Reviewed on: {{last_update_date}}
Next Review Date: {{next_review_date}}
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