Oral Answers to Questions

Debate between Tracey Crouch and Caroline Dinenage

Tuesday 29th October 2019 Commons Chamber

[Caroline Dinenage]

Yes absolutely; I can give the hon. Gentleman that clear reassurance, and I thank him for his work as chair of the all-party group on deafness.

[Tracey Crouch (Chatham and Aylesford) (Con)]

The Minister will recall that in the loneliness strategy we showcased Action on Hearing Loss’s “Hear to Meet” befriending service, which connects those with hearing impairments to share experiences. Alongside the work that the Department is doing to provide good-quality hearing aids, what more is it doing to recognise that those with hearing loss, especially children, can be among the most lonely in society?

[Caroline Dinenage]

I thank my hon. Friend for that question. She is absolutely right to highlight the fact that any form of disability can cause social isolation and loneliness, but hearing loss and deafness can do so almost more than anything else. I pay massive tribute to the incredible work that she did as Minister for sport and civil society to further this. I am a keen member of the inter-ministerial group on hearing loss, which does so much to further that aim and aspiration.

Safeguarding Vulnerable Adults: Care Homes

Debate between Tracey Crouch and Caroline Dinenage

Tuesday 26th February 2019 Commons Chamber

[Caroline Dinenage]

It will be held for all parties to consider recommendations going forward and the hon. Lady will be able to attend. We look forward to hearing the outcome, and we will all be keeping a close eye on what transpires.

[Tracey Crouch]

Does my hon. Friend agree that this is slightly shocking to us all and in particular the family member of the victim in question, who has not been told by the council that this meeting is taking place? In many respects, that is part of the issue raised by the hon. Member for Tooting (Dr Allin-Khan): the family of the victim have not been included in any of these discussions or any of this process in the first place.

[Caroline Dinenage]

That is a very fair point and I am very keen that family members should be involved in the next stage of this meeting going forward. I will be keeping a very close eye on whether that does happen.

In the last few moments available, I want to talk about some of the things we have been doing to protect vulnerable people and some of the actions people can take if, heaven forbid, they find themselves in a similar situation. The Competition and Markets Authority published its care homes market study in 2017, shining a light on some instances of very poor and unacceptable consumer practices in the care homes sector. We accepted all its recommendations and have been putting forward a package of measures to address this. The CMA has also recently published guidance that it provides to care homes on how to meet their consumer law obligations. That has been a key milestone for the sector, and I am encouraged by the commitment some providers have already made to challenge some unfair practices.

Individuals and their families always have a right to complain about the care in a care home or about a domiciliary home care provider. Care homes must make it easy to complain and deal with the complaint quickly and fairly. Any care home that does not meet its obligations is in breach of consumer law, as well as many other things, and could face enforcement action by bodies such as trading standards or the CMA. The CQC encourages the public to share their experience through an online feedback mechanism.

Of course, it is only worth having a complaints system if people know about it and how to access it, which is why, through a joint sector initiative called Quality Matters, we are taking action to improve access to complaints systems and improve the feedback culture in the sector. That is an ongoing piece of work involving the local government and social care ombudsman—to which complaints and concerns about adult social care should be raised—and Healthwatch.

We are committed to preventing and reducing the risk of harm to adults in vulnerable situations. We have made it clear that there is statutory guidance to support the Care Act 2014, and we expect local authorities to ensure that the services they commission are safe and of high quality. We also expect those providing the service, local authorities and the CQC to take very swift action if there are any allegations of abuse, neglect or poor care.

Under section 42 of the 2014 Act, local authorities have a duty to carry out safeguarding enquiries. To aid them in that, they have the power to request information from a provider’s business. The CQC monitors how well providers are giving that information. As part of its inspection regime, the CQC also has to check whether there are effective systems to help to keep adults safe from abuse. The CQC has a duty to act promptly whenever safeguarding issues are discovered during inspections. As the hon. Member for Tooting said, abuse is ultimately a police matter, and if it is suspected, the police must carry out an investigation to determine whether offences have been committed.

We have introduced the new wilful neglect offence specifically to help to eradicate the abuse of people who depend on care services. We have also introduced tougher inspections of care services by the CQC. Thanks in part to this strengthened regime, we have seen a steady improvement in the quality of services, with 83% of adult social care settings now rated as good or outstanding by the CQC. Obviously, every single incident like the one the hon. Lady described and every single concern raised by worried family members makes us want to redouble our efforts to raise the quality. We have been supporting the CQC to understand how it can better hold providers to account where there is any failure.

Let me end by highlighting the hon. Lady’s enormous dedication, representing not only her constituency but the whole country. Whether someone is looking after their own father, mother, husband, wife, son or daughter, we all expect the care provided to be caring and of good quality. We must work and redouble our efforts to ensure that where failure happens, it must be stamped out and cannot be allowed to continue.