The Adult Social Care and Health Overview and Scrutiny Committee met to discuss the implementation of the Right Care, Right Person scheme¹, review the year-end integrated performance, and consider customer feedback on adult social care. The committee endorsed the principles of effective overview and scrutiny and discussed future agenda items, including mental health services and hospital updates.

Right Care, Right Person

Stephen Malone from Horrockshire Police provided a verbal report on the objectives and implementation of Right Care, Right Person (RCRP). He explained that the initiative aims to ensure that individuals in mental health or medical crisis receive the appropriate care from the right professionals, rather than the police becoming the primary responders.

Malone outlined the challenges of police involvement in medical issues, including a lack of expertise and powers, increased demand on the police, and adverse outcomes for individuals in crisis. He noted that mental health issues are now the primary health concern, particularly among those under 40, and that there has been a significant rise in mental health demand in recent years.

The objectives of RCRP are to provide compassionate and expert care to individuals in medical crisis as quickly and efficiently as possible. While reducing demand on the police is a secondary objective, the primary focus is on ensuring that people receive the right care. Malone stated that Warwickshire is performing well in this area compared to other forces, with quick handover rates and a good relationship with the ambulance service and approved mental health practitioners.

Data from the 12 months before and after the implementation of RCRP showed that mental health crises are now more accurately identified and addressed, with more individuals being signposted to partner agencies without police involvement. While the percentage of police time spent dealing with mental health issues has only slightly decreased, there has been a reduction in incidents and hours spent on such cases, resulting in cost savings.

Malone also addressed concerns about how people in custody are dealt with, clarifying that Warwickshire Police will not copy the approach of West Midlands Police in forcibly pushing individuals in mental health crisis into partner services if they cannot meet their service level agreements. He noted that Warwickshire Police will hold people beyond the 24-hour period allowed by the Police and Criminal Evidence Act 1984 (PACE) if they genuinely believe the individual poses a risk to themselves or the community, while awaiting national legal direction on the matter.

During the discussion, Councillor David Johnston of Straford-upon-Avon District Council raised concerns about people threatening to take their own life and asked about access to 24/7 advice, assessment, and treatment from mental health professionals. Malone explained that Warwickshire does not currently offer a 24-hour service but has a mental health triage car with police officers and a nurse who collaborate on mental health calls. He added that all call handling staff are trained in dealing with people in mental health crisis.

Councillor Kate Rolfe asked about the relationship with NHS 111² and how concerns around mental health services for children and young people are addressed. Malone explained that individuals who are not in need of urgent assistance are referred to 111, and that the police work closely with the Coventry and Warwickshire Partnership Trust (CWPT). He also noted that the recognition and understanding of autism is a primary objective in RCRP training.

Councillor Max Langer asked about continuous improvement and how the trial and iteration process will be taken forward. Malone stated that he would like to see an increase in mental health crises identified and a decrease in the amount of time the police spend on it. He added that the force is working towards more efficient and effective identification of people who need RCRP and more precise pointing of the right resource at the problem.

Year-End Integrated Performance Report 2024/25

Becky Hale introduced the Year End Integrated Performance Report 2024/25, summarising the council's performance against its strategic priorities. The report highlighted progress against the Council Delivery Plan, key business measures, financial outturn, and risk management.

Of the 56 activities listed in the Council Delivery Plan, 10 are attributed to Adult Social Care and Health, with 90% on track and 10% at risk. The report noted that 99.2% of adult social care, reablement, and occupational therapy service users were happy with the service they received in March 2025.

Financially, the directorate overspent by 5.8% against its budget, mainly due to pressures within social care. The report also summarised key risks, including sustained demand, market forces, and the financial impact on adult social care responsibilities.

During the discussion, Councillor Tracey Drew highlighted the mismatch between demand and resources, keeping vulnerable adults and children safe, and the insufficient skilled and experienced workforce as significant risks.

Councillor Max Langer asked about safe accommodation and whether the target of 30 units would be met by June 2025. Hale responded that progress had been made, with properties at the lease signing stage.

Adult Social Care Customer Feedback Annual Report 2024/25

Pete Sidgwick presented the Adult Social Care Customer Feedback Annual Report 2024/25, which summarised complaints, compliments, and comments received. The report highlighted that complaints remained stable, while compliments increased by 72% and comments increased by 29%.

The report also provided a breakdown of complaint categories, with service standards and financial issues being the top concerns. Remedies provided included explanations, apologies, and service provision.

Sidgwick noted that the council learns from complaints and changes processes accordingly. He also mentioned that the new customer feedback system has made it easier to manage complaints.

Principles of Effective Overview and Scrutiny

The committee endorsed the Principles of Effective Overview and Scrutiny, which emerged from an independent review in 2020 and subsequent discussions with scrutiny members. These principles include working in partnership, being purposeful, willingness to challenge, seeking transparency, parity of esteem, performance holds the key, focus, behaviour, and progression and growth.

Work Programme and Future Meeting Dates

The committee reviewed its work programme and discussed future meeting dates. Councillor Kate Rolfe requested a briefing on Child and Adolescent Mental Health Services (CAMHS) and suggested a joint committee meeting with children's services. She also raised the issue of 17-year-olds falling between children's and adults' services.

Other items suggested for the work programme included stoma support, carer support and respite, menopause services, and an update from St Cross Hospital in Rugby.