Evaluation of Somerset Safeguarding Service: User feedback process

In April 2019, Healthwatch Somerset published an evaluation of the user feedback process used by the Somerset Adult Safeguarding Service. The project, undertaken between October 2018 and February 2019, tested a new approach to gathering feedback from people who had recently experienced a safeguarding intervention, with telephone interviews used to explore whether service users felt listened to, involved and supported throughout the process.

Healthwatch interviewed 14 participants, including adults at risk, carers, family members and an independent advocate. Feedback was generally positive, with many participants reporting that safeguarding support had improved their safety, confidence and wellbeing. However, some people said they were unclear about what was happening during enquiries, felt insufficiently involved in decisions or wanted more information about staying safe in the future. 

The report made recommendations to strengthen service-user involvement, improve communication throughout safeguarding enquiries, review information resources and introduce a more robust system for collecting and analysing feedback. Both the Somerset Adult Safeguarding Team and the Somerset Safeguarding Adults Board accepted the recommendations and committed to implementing the proposed changes.