Regulatory Requirements and Codes of Practice for Managing Concerns and Complaints of Vulnerable Adults

This document discusses the regulatory requirements, codes of practice, and relevant guidance for managing concerns and complaints of vulnerable adults. It explores the reasons why individuals might be reluctant to raise concerns and make complaints, and provides steps to encourage vulnerable adults to speak up. The document also covers how to work with others in developing procedures to address concerns and complaints, and emphasizes the importance of making information on how to raise concerns and make complaints easily accessible.

NVQ5 for Health and Social Care

Table of Contents
NVQ5 for Health and Social Care...................................................................................................1
INTRODUCTION...........................................................................................................................3
1.1 Identification of the regulatory requirements, codes of practice and relevant guidance for
managing concerns and complaints vulnerable adults for abuse.....................................................3
1.2 Analysis of regulatory requirements, codes of practice and relevant guidance for managing
concerns and complaints affect service provision for Protection of Vulnerable Adults..................5
2.1 Why individuals might be reluctant to raise concerns and make complaints ...........................6
2.2 Steps that can be taken to encourage vulnerable adult to raise concerns or complaints............7
2.3 Work with others in the development of procedures to address concerns and complaints ......8
2.4 Ensure information on how to raise concerns and make complaints is available in accessible
formats.............................................................................................................................................9
2.5 Review of Procedures that have been developed against regulatory requirements, codes of
practice and relevant guidance.......................................................................................................10
CONCLUSION..............................................................................................................................11
REFERENCES..............................................................................................................................12

INTRODUCTION
Health and Social care refers to services which are available from health and social care
providers in UK. This term is used to refer to the whole of health care provision and
infrastructure and private sector. In this report discussion have been included about regulatory
requirements, code of practice and relevant guidance for managing concerns and complaints for
abuse against vulnerable adults. This have been followed by analysis of the same. The reason
which stop individuals to make complaints. Later steps to encourage individuals to raise
concerns and complaints. Later how to work with others in relation with development of
procedures to address concerns and complaints. This discussion have been related in context of
vulnerable adults who face various type of abuse and how they can complaint about it and what
are regulation and code of conduct and guidance for managing their complaints and along with
that how concern people of NHS, England can encourage such people to make complaints.
1.1 Identification of the regulatory requirements, codes of practice and relevant guidance
for managing concerns and complaints vulnerable adults for abuse
Abuse against vulnerable adults refers to treating them with violence in regular and repeated
manner. This is more likely to happen when adults are vulnerable which means who are above
age of 18 but lack absolute basic human life skills (Graham and et.al., 2017). Which lacks
confidence and self trust in them and people become more likely to take advantage of their this
weakness. For leading NHS' department of vulnerable adults care Leader requires to have
complete knowledge of what are the abuses against adults and what are regulatory requirements,
code of practice and relevant guidance for managing these complaints regarding abuse against
vulnerable adults. Abuses are as follows-
 Sexual Abuse
 Physical Abuse
 psychological Abuse
 Domestic Abuse
 Discriminatory abuse
 Financial Abuse

Leader needs to have in-depth knowledge of all this type of abuse that are faced by vulnerable
adults. In relation with regulation, code of practice and guidance to manage these complaints
which are as follows-
There is no specific act which is dedicated to protection adults from abuse but in relation with
protection of vulnerable adult from abuse regulations have been made in Care Standard Act,
2000 (Stringer and et.al., 2019). Part 7 of this act provides a set of control to resist persons who
are unsuitable from working with vulnerable adults.
 In this act under the national minimum standards includes a number of standards which
are related to prevention of abuse.
In relation with protection of vulnerable adults from abuse Mental Capacity Act, 2005 contains
various provision that may prove to be a value with regard to-
 Best interest of such people.
 The power of the new office of public guardian in relation to investigate certain cases of
abuse.
 The Power to appoint deputies.
 Creation of new criminal offences of ill treating or wilfully neglecting people who come
under category of vulnerable adults.
Independent Mental Capacity Advocate (IMCA) requires local authorities and NHS to provide
IMCA service when contemplating adult protection measures.
Criteria for providing IMCA services are -
 In case there is serious exposure to risk.
 Death of a vulnerable adult.
 Serious physical injury to vulnerable adult.
 Serious emotional distress to vulnerable adult.
 Serious financial and material exposure.
These are certain regulations and guidelines which are for managing concerns and complaints of
vulnerable adults.

1.2 Analysis of regulatory requirements, codes of practice and relevant guidance for
managing concerns and complaints affect service provision for Protection of
Vulnerable Adults
In relation with service provision for protection of vulnerable adults in NHS regulatory
requirement which require following standards which are included in The national minimum
standards for protection of adults (Rose and et.al., 2017). These standards are specifically for
adults which make it more relevant to adults and management of concerns and complaints
become easy and more efficient for leaders when they follow the standards of adult protection. In
context with this one drawback of provision is that it limits the scope when it comes to deal with
vulnerable adult and concerned authority only can do which is mentioned in standards and which
is according to standard.
In relation with Mental Ability Act 2000 which includes various provision which are
required to follow during service (Feltner and et.al., 2018). This includes doing something which
is best for vulnerable adults.
This also includes power which is availed to new offices of public guardian this will give more
authority to new offices they will be able to their work more effectively which will result in
better management of such people and also will give more attention for protection of such
people. NHS should work in collaboration with such offices so that their efforts are more
effective and they are able to provide best care to vulnerable adults who have been abused.
Mental Ability Act 2000 also includes that people who ill treat and wilfully neglect vulnerable
adults for them new criminal offences have been created. This manner the problem of abuse to
vulnerable adults will reduce from its foundation that people will become more aware of their
acts related to vulnerable adults. NHS in relation to this ensure that every case in such context it
aware family and friends of vulnerable adult about criminal offences so they become more aware
while treating vulnerable adults.
IMCA which directly requires to NHS and local authorities that such people or
vulnerable adults when match the required criteria should be given IMCA services. This guide
authorities and NHS in what manner they are required to treat and deal wit people which is for
their best interest (Farquharson, 2019). In this case it becomes difficult to match the individual
with criteria unless there is a case of death this one is its limitation.

2.1 Why individuals might be reluctant to raise concerns and make complaints
Reasons like Fear of chastisement, fear of authority and people in power are major reason
which resist and reluctant vulnerable adult to raise concern and make complaints.
Fear of Chastisement
This refers to fear of vulnerable adults that it they raise their concern and make complaints for
the abuse they are facing then they might be scolded and punished by someone. Specifically
people who are abusing them in manner (Parley, 2020). One reason is this and this is added by
their low confidence and trust. In such situation vulnerable adults should be make aware about
their rights and they should be well informed that they can and should raise their concern and
make complaint if they are facing any kind of abuse.
Fear of Authority and People in Power
Vulnerable adults if are afraid of authority and people in power in such situation too they do not
raise their concern. Many times authorities do not treat vulnerable adult properly which build and
create a negative experience of such people and this experience later reluctant them from raising
their concern and making complaint of abuse. In relation with this NHS should ensure that they
follow all the guidelines of managing vulnerable adult and along with that encourage such people
to raise their concern.
Fear of 'being seen as troublemaker'
This is also a very significant reason which reluctant individual and vulnerable adults to raise
concern as if they raise concern and make complaint about their abuse then they will be seen as
troublemaker. This is very unpleasant and in case adult is vulnerable this affect them more.
There are many instances in life of such people where they are neglected by people as being
known as troublemaker and to void such experience again they do not raise their concern and do
not make complaint (Fisher, 2017). NHS should ensure that concerns of all such people are
properly heard and given due consideration which does not give them feeing of being
troublemaker.
Fear of Being treated Differently
Vulnerable adult may have fear of being treated differently as there in no one who likes to treat
differently and do not entertain such treatment where they are considered special and different
for any weakness they have. This is one reason that they will be judged and will be treated
differently reluctant vulnerable adults to raise concern.

2.2 Steps that can be taken to encourage vulnerable adult to raise concerns or complaints
There are various factors and reasons which reluctant vulnerable adult from raising
concern and making complaints for their abuse. But to make a better living for such people and
protect them from any type of abuse they should be encouraged to raise their concern and
complaint about their abuse and the person who is involved in their concern. Steps for the same
that NHS can take are as follows-
It is easy for vulnerable people and accessible for them to make complaint and raise issue this is
most important step for this purpose.
To encourage vulnerable adult for raising their concern authorities should work on their
confidence and along with that authorities should ensure that behaviour and treatment with such
individual is proper to win their trust (Knowles and Hanson, 2018). In case vulnerable adult is
able to trust authorities and the person they are making complaint to then they do it without any
hesitation.
Complaints of the vulnerable adults should be given adequate consideration and NHS should
take necessary action within a time limit without causing any kind of trouble to the person
making complaint. This will avoid any kind of negative experience that vulnerable adult may
have and along with that other people/individuals who are similar and same situation will also
raise their concern as they know that their concerns are being heard and then solved as well.
One important step in this concern is that authorities at NHS who are responsible to deal wit such
matters do have complete and proper knowledge of psychological aspect of such people so that
they will be more effective for handling such people.
NHS and other authorities should create awareness in other people that if someone is aware of
any abusive treatment which is being given to vulnerable adult then in such case they should
make complaint on the behalf of that person. In case family of the person is aware about
something abusive which is being with vulnerable adult than in such case they should raise the
concern if the adult is not able to do by themselves.
Once complaint have been made by the vulnerable adult and action have been taken then the
person should be asked about the feedback (Kane and et.al., 2018). This action instils trust and
faith in the person who have made complaint and in those who are of similar type and were
afraid of making complaint.

2.3 Work with others in the development of procedures to address concerns and complaints
There are problems and issues which are not limited to one place but are spread across
national and world boundaries. In this situations working in collaboration instead of working
individual is more effective and more beneficial. In this NHS can and should work with other
organizational which are dedicated for the same purpose.
In this organization which are working for protection of vulnerable adults should identify and
encourage people who are facing abuse which requires them to create awareness and as they are
dedicated for this purpose this becomes easy for them to make people understand about the issue.
These organizations then can send people to NHS for their care (Ward and et.al., 2018). This
should be followed by taking all the legal action and NHS and the concerned authority should
ensure that legal authorities have all the required information which is required for taking legal
actions. This process covers all the aspects of the complaint and ensures that the person is
protected in the future.
One major step and collaboration in this is that business organization which employs people
should take initiative in case they are aware of abuse which is being happened to any of their
employee who can be considered as vulnerable adult. This will improve and scope of the issue of
protection of vulnerable adult. Organization should inform legal authorities and send the
individual to NHS where they can be cared by the concerned authorities. Organizations should
also aware their staff that they come to management and other authorities and make complaints if
they are being abused.
Legal authorities should also provide due consideration so that criminal offense for abusing
vulnerable adult may reduce the problem and persons who are claimed to abusing someone is
properly punished so that do not exercise such offence in future and this also gives lesson to
others so that they do not exercise any type of abuse with vulnerable adult.
In this manner all the authorities and organization those who are voluntary for protection
of vulnerable adults and are business organization and legal organization can work with NHS for
developing the procedure to address the concerns and complaints of vulnerable adult.

2.4 Ensure information on how to raise concerns and make complaints is available in
accessible formats
In present world of advance technology where most of everything is accessible which
includes raising concerns and making complaints as well (Walker, 2020). In context with raising
concerns and making complaints there are various formats which are easily accessible.
For this NHS can develop software which allows vulnerable adult to raise their concern. This
work can be done more effectively in collaboration with other organization specifically which
are dedicated for the same cause.
Organizations develop software and other online platforms where vulnerable adults can raise
their concern. These platforms include link on the internet and raising concern using website of
the organization. These should be in such form so that NHS can get complete information of the
abuse and on time so the care which vulnerable adult require is availed to them on time and as
soon as possible.
Other than these online platforms of raising concern one other format which is accessible to
vulnerable adults is phone call. NHS and organization should develop a format where people can
call and talk with concerned people and make their complaints. This is more useful for those who
need urgent help because in online format it depends on the people who are managing the
concerns and complaints how fast they respond (Donnelly, 2019). In phone call authorities will
respond as soon as possible as vulnerable adult will be able to talk about the urgency of the
matter and how they are being abused.
People should be made aware about the platforms which are available for them to raise their in
relation with abuse to vulnerable adults. Link of the platforms should be properly availed so that
whenever they are in any abusive situation and are being abused by someone they know from
where they can ask for assistance. In this phone call and online formats of raising concerns
where concerned people who are supposed to address their concern can differentiate in urgency
of the matter and concern.
There are certain things which should be considered in regard to such platforms is that all the
concerns raised by people are timely addressed and responded as this will give most effective
benefit to those who are being abused.

2.5 Review of Procedures that have been developed against regulatory requirements, codes
of practice and relevant guidance
Below are the regulations which and procedures which have been developed to address
concerns and complaints of vulnerable adults who are being abused.
Collaborative Working and Information Sharing in this all the organization which are involved
should work according to set standards as per the national minimum standards under Care
standard act 2000 (Lazar and Stein, 2017). Various standards which have been set under this
should be followed by all the involved organization so that they will be able to achieve their
objective of protecting vulnerable adults from abuse. In this NHS needs to give more attention as
this is directly related to giving care to such people. This needs to follow all the standard of care,
carefully.
For protection of vulnerable adults from abuse Mental Capacity Act, 2005 contains various
provision that may prove to be a value with regard to-
Best interest of such people voluntary organizations are for looking after best interest of people
and when these organizations get assistance from and give assistance to NHS their efforts
become more effective (Tremblett and Smart, 2016). These organizations do their working
according to provisions which are contained in the act.
The power of the new office of public guardian in relation to investigate certain cases of abuse.
In developing this procedure power which is available to voluntary organization and which is
responsibility of business organization have been collaborated with power and responsibility of
NHS so that vulnerable adults can get best care and protection.
IMCA which require to provide its services to some specific adults which come under category
of vulnerable adults but do match criteria which have been specified under its provisions. NHS
should ensure that people who require such services get it and organization should also ensure
that people who are in need of such services are referred to NHS as soon as possible (Policy,
Protection and Policy, 2017). The criteria for these services include people who are severely
affected by such abuse.
Procedure which have been developed in this report when are reviewed for regulations then it is
found that both seeks to protect vulnerable adult from abuse and neither of procedure in this
report break and avoid any regulation and requires that organizations and authorities follow
regulations.

CONCLUSION
On the basis of above discussion it can be concluded that vulnerable adults which lack
basic human skills. This weakness of such people encourage many people to abuse whether
knowingly or unknowingly. To protect this type of people from such abuse some regulations
have been developed and guidelines and code of conduct have also been prepared for those who
care such people. This regulation and code of conduct have been included in this report which
have been followed by their analysis. Later report includes reasons which reluctant vulnerable
adults to raise their concern and make complaints like fear of authorities and people who are in
power and their low confidence, which have been followed by steps to encourage such people to
raise their issues and make complaints. Development of procedures and collaborative working
for same reason have been included in this report as this bring more effective results. Information
about raising concern and making complaints through online and other formats have also been
included in this report.

REFERENCES
Books and Journals
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approach and criminal justice outcomes. (Doctoral dissertation, University of
Portsmouth).
Feltner, C and et.al., 2018. Screening for Intimate Partner Violence, Elder Abuse, and Abuse of
Vulnerable Adults: An Evidence Review for the US Preventive Services Task Force.
Fisher, M., 2017. An exploration into student nurses' perception of patient safety and experience
of raising concerns. (Doctoral dissertation, Northumbria University).
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and variables influencing the operation of adult safeguarding. Journal of Social Work.
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University of Pennsylvania Press.
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people who have learning disabilities. (Doctoral dissertation).
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Tremblett, M. and Smart, C. A., 2016. Achieving patient-centred care in multidisciplinary teams:
Examining interactions when raising a concern about a patient.
Walker, K., 2020. COMPLAINTS HANDLING POLICY Document Reference. Target.
Ward, A.D and et.al., 2018. Safeguarding vulnerable adults in Scotland.