Keeping people safe

1. Our commitment

Safeguarding is not a policy that sits in a folder. It is the daily practice of noticing, listening and acting. We are committed to:

• Treating every concern seriously, however small it seems
• Listening to the person first, and believing them
• Acting quickly, and never delaying a referral to avoid embarrassment
• Recruiting safely, including enhanced DBS checks and reference verification for every member of staff
• Training all staff in safeguarding at induction and refreshing it annually
• Working openly with local authorities, the police, CQC and OFSTED

We would always rather be told about a concern that turns out to be nothing than not be told about one that turns out to be something.

2. Recognising abuse

Abuse can take many forms, and it is not always obvious. The Care Act 2014 recognises the following categories:

• Physical — hitting, restraining inappropriately, or misusing medication
• Emotional or psychological — threats, humiliation, controlling behaviour, isolation
• Financial — theft, fraud, pressure over money, misuse of benefits or property
• Sexual — any sexual act without consent, or where consent cannot be given
• Neglect — failing to provide food, warmth, medication or personal care
• Discriminatory — harassment based on race, religion, disability, gender or sexuality
• Organisational — poor care caused by the culture or routines of a service
• Domestic abuse — including coercive control within a family or relationship
• Self-neglect — where a person is unable or unwilling to care for their own basic needs
• Modern slavery — forced labour, trafficking or servitude

You do not need to be certain, and you do not need proof. Noticing that something feels wrong is enough of a reason to speak to us.

3. How to raise a concern

You can raise a safeguarding concern whether you receive care from us, work for us, are a relative, or are a professional working alongside us. You can do so in confidence.

If you have a safeguarding concern about someone receiving support from GotoHealthcare, please contact our management team immediately using the details below. All concerns are taken seriously and handled in accordance with our safeguarding procedures — and, where appropriate, referred to the relevant local authority safeguarding team, regulator or emergency service.

If your concern is about a member of our management team, or you do not feel able to come to us, please go directly to the local authority safeguarding team or the CQC. That is not disloyalty. It is exactly what these routes exist for.

4. What happens next

• We listen and record. We write down what you have told us in your words, without judgement.
• We make the person safe. Immediate risk is addressed first, before anything else.
• We refer. Where the threshold is met, we notify the local authority safeguarding team, and CQC or OFSTED as required. We do this within one working day.
• We cooperate. If an enquiry is opened under Section 42 of the Care Act, we support it fully.
• We keep you informed as far as confidentiality allows.
• We learn. Every concern is reviewed so that practice improves.

We will not retaliate against anyone who raises a concern in good faith, and we will never treat a family as difficult for asking questions.

5. What we expect of our staff

Every member of staff has a personal duty to act. Reporting a concern is not optional, and it is never someone else's job. Staff must report the same day, must not investigate on their own, and must not warn the person the concern is about. Failing to report is treated as a disciplinary matter.

6. Children and young people

We provide supported accommodation for young people, and we operate under the 2023 Supported Accommodation Regulations with OFSTED oversight. Additional protections apply:

• Concerns about a young person are referred to children's social care the same day
• Allegations against staff are referred to the Local Authority Designated Officer (LADO)
• We are alert to child criminal and sexual exploitation, county lines, and young people who go missing
• Young people are told how to raise concerns in a way they can actually use, including Childline

7. Whistleblowing

Staff who report wrongdoing are protected under the Public Interest Disclosure Act 1998. You can raise concerns internally without fear of dismissal or detriment. If you would rather speak to someone outside the organisation, the charity Protect offers free confidential advice on 020 3117 2520.

8. External organisations

You can contact any of these directly at any time. You do not need our permission.

• Emergency services — 999, or 101 for non-emergencies
• Care Quality Commission — 03000 616161, cqc.org.uk
• OFSTED — 0300 123 1231, ofsted on gov.uk
• NSPCC Helpline — 0808 800 5000 (adults worried about a child)
• Childline — 0800 1111 (free, confidential, for young people)
• Action on Elder Abuse / Hourglass — 0808 808 8141
• Samaritans — 116 123, day or night

This page summarises our approach for the public. Our full safeguarding policy and procedures are available on request, and are held by every service.