Freeda Glausiusz

Office of the Chief Medical Officer 
Trust Headquarters 
5th Floor 
9 Alie Street 
London E1 8DE 

14 December 2021 

Private & Confidential 

Coroner ME Hassell  
Senior Coroner for Inner North London  
St Pancras Coroners Court  
Camley Street  
London  
NlC 4PP 

Dear Madam, 

Re:  Ms Freeda Glausiusz 

This is a formal response to your Regulation 28 report (the Report) dated 20th October 2021 
where you set out your concerns relating to: 

1)  The care that Ms Freeda Glausiusz received from East London NHS Foundation Trust (the 

Trust); and  

2)  Unacceptable delays in document disclosure from the Trust to the Court.  

I wish to assure you and the family of Ms Glausiusz that the Trust takes these issues very 
seriously. I outline the steps that have been taken to address your concerns below.  

PART 1: ISSUES RELATING TO MS GLAUSCIUZ’S CARE 
I understand from the Report that whilst you were reassured by the findings and actions outlined 
in the Serious Incident (SI) investigation, you remain concerned about the following issues 
surrounding the phone call between Ms Glausiusz’s father and the Crisis Line call handler. You 
noted your concern that: 

1)  This is not the first time that you have made a PFD Report to ELFT in relation to its Crisis 

Line.  

2)  Not only did the clinician in question not make a note of the call in the medical record, he 
told you in court that, after Freeda Glausiusz’s death his manager had told him not to 
make an appropriately dated retrospective note in the record. He said that he had made a 
note on a piece of paper, but he did not now have that piece of paper.  

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 3)  When you asked the lead SI reviewer if the Trust is confident that it has taken all 
appropriate actions in respect of that clinician, she was not able to give you that 
assurance.  

1. Changes to the ELFT Crisis Line 

To address your concern about the PFDs issued to the City and Hackney Crisis Line (the Crisis 
Line), I requested the Legal Affairs Team compile all Regulation 28 reports issued by HM Coroner 
to the Crisis Line and all the responses provided for five years. After reviewing the relevant 
reports, it appears that past actions put into place by the Trust (please see Appendix 1) have not 
consistently resolved the issues you have raised in relation to: 1) the quality of the Crisis Line call 
handlers’ risk assessments; and 2) how calls of relatives and friends who call the Crisis Line are 
dealt with and incorporated into risk assessments.  

The Trust commenced an overhaul of the Crisis Line starting mid-2021 (prior to Ms Glausiusz’s 
inquest) as consequence of an increased number of serious incidents within the service (including 
Ms Glausiusz’s sad death), high staff turnover, and difficult team dynamic. The immediate actions 
include provision of additional staff training, increased staff oversight and improved recruitment. 
In the longer term, the structure of the Crisis Line is being re-shaped to improve patient care. 
After considering your Report, I requested that the Medical Director for London, 
revisit the past Regulation 28 reports to ensure that all changes will incorporate the concerns 
raised over the last five years.  

IMMEDIATE ACTIONS TAKEN 

Increased Oversight 

In May 2020, immediately, after Ms Glausiusz’s death, the Deputy Borough Director listened to 
calls by each staff member to assess the quality of the care being provided. The results showed 
improvement was required. 

Now, senior staff supervisors (registered mental health nurses, social workers or occupational 
therapists at a Band 7 level) listen to a sample of each Crisis Line clinician’s calls (with them) on a 
monthly basis to assess the quality of their care.  

In July 2021, the Deputy Borough Director listened to recorded calls from each staff member 
working on the Crisis Line. The standard was overall good. However, the outcome was that the 
contract of an Agency Nurse was terminated and another nurse was commenced on a 
performance management process. 

Between 20 November 2021 – 28 November 2021, the CCG conducted a ‘mystery shopping’ audit 
of the Crisis line to measure responsiveness to calls. 70% of calls were answered in one minute or 
less, with 20% less than two minutes. The qualitative feedback was that staff were pleasant and 
polite. 

From January 2022, a larger Trust-wide Crisis Line call quality audit will take place. The audit tool 
has already been devised. 
Finally, there is a plan for the Crisis Line to change its crisis line provider to a service which allows 
staff supervisors in-call listening so that supervision can occur in real-time.   

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 Recruitment 

Two significant changes have been made to the Crisis Line recruitment process. Since August 
2021, all interviews for new staff include telephone call role playing as selection criteria. 
 As of October 2021, a Crisis Line specific induction checklist was introduced and all staff (whether 
bank or permanent) need to undertake a minimum of 6 supervised calls before they can work 
independently. Importantly, all supervisors will be senior Band 7 qualified mental health 
clinicians. 

Training 

The Crisis Line is highly stressful environment. There is a high number of calls involving difficult 
topics. Therefore, training that takes in consideration staff wellbeing and resilience should lead to 
better quality calls.  

With this in mind, the Crisis Line call handlers will be attending specialised training provided by 
the Samaritans. Training sessions are taking place between 29 November and 16 December 2021.  
Further, a Quality Improvement Project addressing issues of Crisis Line Staff well-being was 
commenced in October.   It will focus on increasing staff resilience with a focus on skills, process, 
workload and stress management and supervision. 

Policy Changes 

The City and Hackney Crisis Line Operational Policy has been updated to include a section on how 
call handlers should deal with concerned relatives and family members. This will be ratified on 
17th December at the ELFT London Crisis Strategy Group and the updated content will be 
discussed with staff members at their team business meeting on 6 January 2022. 

LONG TERM CHANGES 

By the end of 2022, the City and Hackney Crisis Pathway will undergo a complete transformation.  
Currently, the Home Treatment Team, Crisis Assessment Team and Crisis Line are managed as one 
team with staff working between all three.  The new service envisions a separately managed 
Home Treatment and Crisis Assessment Team. The latter will comprise the Crisis Line and Urgent 
Assessment Team. It is envisaged that smaller, focused teams this will enable better management 
and supervision, more focussed training and development.  

Part of the transformation involves reviewing all job descriptions, operational policies and 
introducing a training programme tailored specifically to the needs of Crisis Practitioners. 
Standardised assessment and care planning tools will be introduced across the pathway, including 
the Psychiatric Liaison Team in the Emergency Department and the Crisis Café. A crisis hub will be 
established as an alternative to the Emergency Department. It is hoped staff will be able to work 
flexibly across the pathway in order to increase staffing in a specific area in the immediate 
demand becomes high. The Crisis Pathway services will work more closely with our voluntary 
sector colleagues to improve access to crisis services and care which is better focussed around the 
needs of specific communities. 

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 I am hopeful that the extensive changes being made to the Crisis Line will address the issues of 
care quality raised by HM Coroner over the last five years.   

2. Medical Records Concerns 

I share your concern that not only was a record of 
Glausiusz’s medical record but also that senior managers told the relevant clinician not to write a 
dated retrospective note in the record. 

 call not recorded in Ms 

To address this matter, medical records training for all senior nurses was provided on 24 
November 2021 to all senior nurses and managers at the Trust. The focus of the training was good 
record keeping, observations and retrospective record keeping.  

The Crisis Line managers that attended this training will be highlighting the learning to all staff at 
the next away day on 6th January 2022. 

3. Actions in relation to call handler 

For reasons of confidentiality, I am unable to detail specific actions that have been taken under 
the Trust’s Human Resource policy. However, I can assure HM Coroner that the Deputy Borough 
Director for City and Hackney, with the support of the Director of Nursing for London have 
thoroughly investigated the content of the crisis line call and taken appropriate actions to ensure 
patient safety.  

PART 2: ISSUES RELATING TO DOCUMENT DISCLOSURE 

In your Report, you outlined a chronology of unacceptable delays in the disclosure to the Court. In 
particular, 

1)  You received a copy of the recording of the call (without a transcript) the day before the 

inquest.  

2)  You received a statement from the clinician who took the call the day before the inquest.  

3)  You received statements from other ELFT clinicians in dribs and drabs earlier this month.  

4)  You received a copy of the SI report the day before the inquest.  

5)  You never received a copy of the 48 hour hot de-brief.  

I share your concern that such delays impede your investigation, is disrespectful to bereaved 
family and does not evidence the open, learning culture that we foster at the Trust. To this end, 
immediately conducted my own investigation into the reason for these delays and sent you a 
letter on 23 November 2021 explaining what the Trust is doing immediately to rectify this matter. 
(Please see Appendix 2). For convenience, I outline these actions again here with important 
updates. 

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 Serious Incident Report Delays 

The Trust has hired four new SI investigators. They start work beginning in November and are 
tasked with clearing the current backlog of SI reports that have accumulated throughout the 
pandemic. It is estimated that this will be completed by the end of 2021.  

I have sought assurance from the Associate Director of Governance and Risk that until that time, 
SI investigations with inquest dates will be prioritised and that HM Coroner is provided with 
realistic due dates if SI reports are going to be submitted to the Coroner’s Court late. 

Additionally, in the instance that SI reports are late, HM Coroner will be provided with the 48 
Hour report. 

Witness Evidence Delays 

The Trust has also agreed to hire an additional solicitor in order to increase the Legal Affairs 
Team’s capacity which has been affected by long term sickness absence and the increase in 
inquests. A new solicitor will join the team by late March.  

In the interim, the Interim Associate Director of Legal Affairs has assured me the Legal Affairs 
Team will be tasked with diligently chasing up witness statements and evidence such as 
recordings in a timely manner and provide realistic deadlines to the Coroner’s Officers if issues 
such as clinician sick leave hinder progress. 

I note, the Trust has not previously been requested to provide transcripts of recordings of calls. 
Going forward, the Interim Associate Director of Legal Affairs will liaise with your Coroner’s 
Officer’s to discuss how the Trust will provide such a transcript to you.  

I hope this response assures you and the family of Ms Glausiusz that the Trust has taken 
significant steps to address your concerns and improve patient safety at the Crisis Line as well as 
further  

Yours sincerely 

Chief Medical Officer 

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