Safeguarding Adults Awareness
Document owner: Registered Manager
Clinical approval: Nominated Individual
Version: 2.0
Approval date: 10 August 2026
Review date: 1 January 2027
Training renewal: Annually
Applicable staff: Administration staff who have no face-to-face contact with patients
Estimated completion time: 45–60 minutes
Assessment: 15 multiple-choice questions
Pass mark: 80%
Safety-critical questions: All must be reviewed if answered incorrectly
1. Introduction
Safeguarding adults means helping to protect people’s right to live safely, free from abuse and neglect. It also means supporting their wellbeing, taking account of their wishes and helping them remain involved in decisions about what happens next.
Administrative staff may be the first people to hear a concern. A person might disclose something during a phone call, include it in an email or voice message, or raise it while arranging an appointment. You are not expected to investigate or decide whether abuse has happened. You are expected to recognise a possible concern, respond calmly and make sure it reaches the right person promptly.
This module explains what adult safeguarding can involve, how to respond to a concern and how to record and report it in line with WMI procedures.
2. Learning outcomes
By the end of this module, you should be able to:
Explain what adult safeguarding means and when the Care Act safeguarding duties may apply.
Recognise common forms and possible indicators of abuse, neglect and exploitation.
Respond appropriately if an adult discloses abuse or you become concerned about their safety.
Explain how to escalate, record and share safeguarding information appropriately.
Describe how the Mental Capacity Act relates to safeguarding, and the limits of your role.
3. The lecture
What is adult safeguarding?
Safeguarding is everyone’s responsibility. In England, the Care Act 2014 requires a local authority to make, or arrange, safeguarding enquiries when it has reasonable cause to suspect that an adult:
has needs for care and support, whether or not the local authority is meeting those needs;
is experiencing, or is at risk of, abuse or neglect; and
because of those care and support needs, is unable to protect themselves from the abuse, neglect or risk.
These criteria help explain when the local authority’s formal safeguarding duty applies. They should not be used by administrative staff to decide that a concern is “not serious enough” to report. If something raises concern, pass it to the Registered Manager or Nominated Individual so it can be considered and acted on appropriately. legislation.gov.uk
The adult should be treated with dignity and respect. Where possible, safeguarding should take account of the person’s views, wishes and desired outcomes. It is not simply about taking control away from someone or making decisions for them.
What kinds of abuse or neglect might occur?
Abuse can happen once or repeatedly. It may be deliberate, or it may arise from neglect or poor practice. It can happen in a person’s home, in a care setting, in the community or online. The person responsible may be a relative, partner, carer, professional, stranger or another person receiving support.
Common forms include:
TypeExamplesPhysical abuseHitting, pushing, rough handling, inappropriate restraint or misuse of medicationDomestic abusePhysical, sexual, emotional or economic abuse by a partner or family member; coercive or controlling behaviourSexual abuseSexual assault, unwanted sexual contact, harassment or being made to take part in sexual activity without freely given consentPsychological or emotional abuseThreats, intimidation, humiliation, isolation, bullying or controlling behaviourFinancial or material abuseTheft, fraud, pressure to hand over money, misuse of benefits or control of someone’s financesNeglect or acts of omissionFailing to provide necessary care, medication, food, warmth, medical attention or access to supportDiscriminatory abuseHarassment or unequal treatment related to disability, race, religion, sex, sexual orientation, age or another characteristicOrganisational abusePoor or unsafe care practices, neglect, rigid routines or a culture that disregards people’s rightsModern slaveryForced labour, trafficking, servitude or being controlled and exploitedSelf-neglectSerious neglect of personal care, health or surroundings, where this may place the person at risk
These descriptions are not a checklist for deciding whether an allegation is true. A person may show no obvious signs, and an indicator may have another explanation. Take concerns seriously and pass them on.
Possible signs that something may be wrong
Indicators can include:
unexplained injuries, repeated injuries or explanations that do not seem consistent;
a person appearing unusually fearful, withdrawn, distressed or reluctant to speak in front of someone else;
someone else answering for the person, monitoring their communications or preventing them from speaking privately;
sudden changes in appointments, contact details or access to money that seem to be controlled by another person;
a disclosure of being threatened, harmed, neglected or exploited;
a person being unable to access medication, food, heating, healthcare or support;
messages that suggest coercion, isolation, financial pressure or fear of consequences.
There may be no visible sign. A person’s words, tone or circumstances can be enough to raise a concern.
Your role as an administrator
Your role is to:
notice and take concerns seriously;
listen calmly and respectfully;
check whether there is immediate danger;
explain that you must pass the concern to the appropriate person;
record what was said or observed as accurately as possible;
report the concern promptly through WMI’s safeguarding and incident-reporting procedures.
Your role is not to investigate, test whether an account is credible, decide whether a person meets the Care Act criteria, or make clinical judgements about risk or capacity. Those decisions must be made by the appropriate safeguarding or clinical lead.
Responding to a disclosure
If someone tells you that they are being harmed, neglected, threatened or exploited:
Listen calmly. Give them time to speak. Use a respectful tone and avoid showing shock or disbelief.
Take them seriously. Do not challenge their account or suggest that they are mistaken.
Ask only what you need to know to respond safely. For example: “Are you in immediate danger right now?” Avoid leading questions or asking them to repeat details unnecessarily.
Do not promise secrecy. Explain that you may need to share the concern with the safeguarding lead to help keep them safe.
Check for immediate danger. If there is an urgent threat to life or safety, call 999 and alert the Registered Manager or Nominated Individual as soon as possible.
Pass the concern on promptly. Contact the Registered Manager, Caroline Lawrence, or the Nominated Individual, Dr James Glass. Use WMI’s usual incident-reporting process as well.
Make a factual record. Record the person’s own words where possible, what you observed, the date and time, and who you informed.
A suitable response might be:
“Thank you for telling me. I’m sorry this is happening. I can’t promise to keep it just between us, because I may need to share it with the right person so we can consider how best to help keep you safe. I’ll pass this on promptly.”
If the person does not want help
An adult may understand the concern but decide not to accept help or have information shared. Do not pressure or blame them. Listen to their reasons and pass their wishes on to the safeguarding lead.
There may still be circumstances where information needs to be shared without the person’s agreement—for example, if someone is in immediate danger, another person may be at risk, a serious crime may have occurred, or there is another lawful basis to share. Do not make that decision alone. Escalate the concern so the appropriate lead can consider the person’s wishes, the risks and the relevant legal duties.
Mental capacity and safeguarding
The Mental Capacity Act 2005 applies in England and Wales to people aged 16 and over. It requires decision-making to support a person to make their own choices where possible. A person must be assumed to have capacity unless it is established otherwise. They should not be treated as lacking capacity simply because they make a decision others consider unwise. Legislation.gov.uk
Administrative staff must not carry out a capacity assessment. If someone’s ability to make a particular decision seems relevant to a safeguarding concern, pass this information to the clinical or safeguarding lead. A diagnosis, disability, communication difficulty or unwise decision does not by itself mean a person lacks capacity.
Confidentiality and information sharing
Safeguarding information is sensitive and must be handled carefully. However, confidentiality does not mean keeping a safeguarding concern to yourself.
Share information promptly with the Registered Manager or Nominated Individual, using an approved WMI communication route.
Share only information that is relevant and necessary for the safeguarding response.
Do not discuss the concern with colleagues who do not need to know.
Do not send safeguarding details through personal email, personal messaging accounts or other unapproved channels.
Do not contact the person alleged to have caused harm or try to obtain their account.
Do not copy, forward or store messages or images in a way that is outside WMI’s normal secure processes.
The safeguarding lead will decide whether information needs to be shared with external agencies, such as the local authority safeguarding team, police or CQC, and how that should be done.
Recording a concern
Make a record as soon as possible, using WMI’s normal incident-reporting process. Keep it clear, factual and respectful.
Include:
the date and time the concern was received or observed;
how the concern came to your attention, such as a phone call, email or voice message;
what you saw or heard;
the person’s own words where possible;
any immediate safety issue identified and action taken;
who you informed and when;
any relevant follow-up or instruction received.
Separate what you directly observed from what someone else told you. Avoid speculation, judgement or diagnostic language. Do not alter or delete relevant messages or records; ask the safeguarding lead how to preserve them securely.
Concerns about a member of staff or someone working with the clinic
If a concern relates to a WMI staff member, contractor or another professional:
report it promptly to the Registered Manager or Nominated Individual;
if the concern involves one of those people, report it to the other;
if you believe the concern has not been acted on appropriately, use WMI’s whistleblowing or escalation process;
do not investigate, confront the person or discuss the allegation with others.
The appropriate lead will decide what further action is required, including whether external agencies need to be contacted.
Urgent situations
If someone appears to be in immediate danger, there is an immediate threat of serious harm, or urgent medical help is required, call 999. Then notify the Registered Manager or Nominated Individual and complete the relevant WMI incident record.
If you are uncertain whether a situation is urgent, contact the Registered Manager or Nominated Individual immediately for direction. Do not leave a serious concern until the next routine administration period.
WMI escalation route
For adult safeguarding concerns:
Contact Caroline Lawrence, Registered Manager, or Dr James Glass, Nominated Individual, promptly.
For immediate danger or urgent medical need, call 999 first.
Record the concern through WMI’s normal incident-reporting process.
Follow the safeguarding lead’s instructions and record any further action taken.
Do not assume that someone else has reported a concern. If you are unsure whether it has been received, follow up with the safeguarding lead.
4. Clinical and administrative perspective
Practical tips
Treat a short message or indirect comment as a possible concern if it suggests a person may be unsafe.
If someone is being monitored or controlled by another person, take care about leaving voicemail or sending follow-up messages. Ask the safeguarding lead how to make contact safely.
If a caller is distressed, focus first on whether they are in immediate danger and how to alert the right person.
Use the person’s own words in your record rather than summarising with labels such as “abusive” or “attention-seeking”.
If an adult describes harm but does not want to make a formal complaint, still pass the concern on.
Common mistakes to avoid
Promising confidentiality: You may need to share the concern with the safeguarding lead.
Investigating: Avoid detailed questioning, gathering evidence or contacting the person alleged to have caused harm.
Making assumptions: A person’s age, diagnosis, disability, appearance or relationship with another person does not establish whether abuse has happened.
Deciding the concern is below threshold: Report concerns so the appropriate lead can consider them.
Delaying escalation: Do not wait for more evidence if a concern has already been raised.
Using personal channels: Safeguarding information must be handled through approved, secure routes.
5. Summary
Safeguarding adults means helping to protect a person’s right to live safely and free from abuse and neglect. Administrative staff can play an important part because they may be the first to hear a concern.
Listen calmly, take the concern seriously, check for immediate danger, explain that you may need to share the information, and pass it promptly to the Registered Manager or Nominated Individual. Record facts accurately through WMI’s usual incident-reporting process. Do not investigate, make clinical decisions or assess capacity. Call 999 if someone is in immediate danger.
6. Further reading
Care and support statutory guidance: safeguarding — statutory guidance on adult safeguarding under the Care Act. GOV.UK
Care Act 2014, section 42 — the local authority duty to make safeguarding enquiries. legislation.gov.uk
CQC: Regulation 13—Safeguarding service users from abuse and improper treatment — provider responsibilities for safeguarding people using services. cqc.org.uk
Mental Capacity Act 2005, section 1 — the Act’s guiding principles. Legislation.gov.uk
Office of the Public Guardian: Making decisions—a guide for people who work in health and social care — practical guidance on the Mental Capacity Act. gov.uk
7. Knowledge check
Select one answer for each question. The pass mark is 12 out of 15 (80%). Questions marked Safety-critical must be reviewed with the Registered Manager or Nominated Individual if answered incorrectly.
Questions
1. Which statement best describes adult safeguarding?
A. Investigating every allegation to determine whether it is true
B. Protecting an adult’s right to live safely, free from abuse and neglect
C. Making decisions for adults who have a disability
D. Reporting only concerns that have been proven
2. Under the Care Act, which combination describes when the local authority’s section 42 safeguarding duty may apply?
A. An adult has care and support needs, is experiencing or at risk of abuse or neglect, and because of those needs is unable to protect themselves
B. Any adult who has a diagnosis
C. Any adult who refuses an appointment
D. Only an adult whose care is funded by the local authority
3. A caller tells you that a relative has been taking their money and threatening them. What should you do first?
A. Tell the caller to confront the relative
B. Ask the caller to collect proof before you report it
C. Listen calmly, check for immediate danger and pass the concern to the safeguarding lead
D. Tell the caller you cannot help unless they make a police report
4. Safety-critical: A person tells you they are at immediate risk of serious harm. What should you do?
A. Call 999, then alert the Registered Manager or Nominated Individual
B. Wait until you have finished your current task
C. Email the concern to the general administration inbox
D. Ask the person alleged to have caused harm to explain what happened
5. What should you say if someone asks you to keep their disclosure secret?
A. “I promise I won’t tell anyone.”
B. “I may need to share this with the right person so we can consider how to keep you safe.”
C. “I can only help if you tell me everything.”
D. “I’m not allowed to discuss safeguarding.”
6. Which is an appropriate administrative role in a safeguarding concern?
A. Decide whether the person meets the Care Act threshold
B. Carry out a capacity assessment
C. Listen, record facts and report the concern promptly
D. Interview the person alleged to have caused harm
7. Safety-critical: A person with capacity refuses help, despite your concern. What should you do?
A. Ignore the concern because they refused support
B. Pressure them to accept help
C. Record and pass on their wishes and the concern so the safeguarding lead can consider what action is appropriate
D. Contact their family without telling anyone at WMI
8. Which statement about mental capacity is correct?
A. A person with a learning disability automatically lacks capacity
B. A person must be assumed to have capacity unless it is established otherwise
C. An unwise decision proves a person lacks capacity
D. Administrative staff should assess capacity during a call
9. Which is the best way to record a disclosure?
A. “The caller sounded manipulative.”
B. “The caller alleged abuse but probably misunderstood the situation.”
C. Record the date and time, the person’s own words where possible, what you observed and who you informed
D. Record only that a safeguarding concern occurred
10. What should you do if you are unsure whether a concern meets the formal Care Act threshold?
A. Do not report it until you are sure
B. Decide based on whether the person has a diagnosis
C. Pass it to the Registered Manager or Nominated Individual for consideration
D. Ask the person alleged to have caused harm
11. Safety-critical: A safeguarding concern arrives through a voice message or email. What should you do?
A. Forward it to your personal email so you can deal with it later
B. Share it promptly with the safeguarding lead through an approved WMI route and make the appropriate record
C. Delete it after listening or reading
D. Send it to all staff so they can advise
12. A caller says their partner checks their phone and messages. What is a useful consideration before contacting them again?
A. Whether voicemail or a follow-up message could increase risk
B. Whether the partner should be copied into the email
C. Whether the caller can provide proof
D. Whether the caller should be told to leave immediately
13. What should you do if the concern relates to a WMI staff member?
A. Discuss it with colleagues to find out whether they have heard anything
B. Confront the staff member yourself
C. Report it promptly to the Registered Manager or Nominated Individual
D. Wait for another person to raise the same concern
14. Which information should generally be included in a safeguarding record?
A. Facts, the person’s words where possible, actions taken and who was informed
B. Guesses about the person’s motives
C. Opinions about whether the person is believable
D. Unrelated personal information
15. Safety-critical: Why is it important not to investigate the allegation yourself?
A. Safeguarding concerns should not be recorded
B. An investigation is outside your role and could affect the person’s safety or the appropriate response
C. The person should always speak to the alleged abuser first
D. Only the police can receive safeguarding information
Answer key and explanations
B. Safeguarding supports an adult’s right to live safely and free from abuse and neglect. Staff should report concerns rather than try to investigate them.
A. These are the three elements in the Care Act section 42 criteria: care and support needs, abuse or risk of abuse, and inability to protect oneself because of those needs.
C. Listen without judgement, check whether there is immediate danger and promptly escalate the concern.
A. Immediate danger requires an urgent response. Call 999, then inform the Registered Manager or Nominated Individual and record what happened.
B. Do not promise secrecy. Explain that information may need to be shared with the appropriate person to consider safety.
C. Administrative staff should listen, record and report. Investigation, capacity assessment and decisions about thresholds are outside this role.
C. Respect the adult’s wishes and pass them on. The safeguarding lead can consider any risks or circumstances that may require further action.
B. The Mental Capacity Act requires capacity to be presumed unless it is established otherwise. Diagnosis or an unwise decision alone does not establish lack of capacity.
C. A useful record is timely, factual and specific. Include the person’s words where possible, what you observed and the action taken.
C. Staff should not decide that a concern is below threshold. Pass it to the safeguarding lead for consideration.
B. Use approved WMI routes, notify the safeguarding lead promptly and make the appropriate record. Do not use personal accounts or broadcast the information.
A. Contact methods can affect safety if another person monitors the adult’s communications. Ask the safeguarding lead how to proceed safely.
C. Report the concern promptly to the Registered Manager or Nominated Individual. Do not investigate or discuss the allegation informally.
A. Records should distinguish fact from opinion and include the key details needed for an appropriate response.
B. Investigation is outside the administrator’s role and may compromise safety or the formal response. Pass the concern to the appropriate lead.
