The Context of NHS Safeguarding

Ask, Listen, Do


Feedback, concerns, complaints and safeguarding for neurologically diverse and autism.

Improving experiences and outcomes for people with a learning disability, autism or both and their families.

People who are more at risk

Studies show that people with a learning disability, autism or both experience more health inequalities than others:

The aims of Ask, Listen, Do

Ask, Listen, Do Principles




Getting it right for people with a learning disability, autism or both

Making sure people have the same rights as anyone else – NHS principles

Principle 1

The NHS has a duty to each and every individual it serves and must respect their human rights. At the same time, it has a wider social duty to promote equality through the services it provides and to pay particular attention to groups or sections of society where improvements in health and life expectancy are not keeping pace with the rest of the population.

Principle 4

NHS services must reflect, and should be coordinated around and tailored to, the needs and preferences of patients, their families and their carers. Patients, with their families and carers, where appropriate, will be involved in and consulted on all decisions about their care and treatment. The NHS will actively encourage feedback from the public, patients and staff, welcome it and use it to improve its services.

Making NHS values reach out

"We ensure that compassion is central to the care we provide and respond with humanity and kindness to each person’s pain, distress, anxiety or need… We find time for patients, their families and carers, as well as those we work alongside…"

"We maximise our resources for the benefit of the whole community, and make sure nobody is excluded, discriminated against or left behind."

"We put the needs of patients and communities before organisational boundaries."

Legal and statutory duties to ask, listen and do

Equality Act 2010 – Section 149 public sector equality duty to consider all individuals in eliminating discrimination, harassment and victimisation Also to make sure people with a protected characteristic have the same opportunities as other people.

The Human Rights Act 1998 protects everyone in the UK. People with a learning disability or autism who are subject to detention may be particularly at risk of having their human rights infringed.

See the resource for organisations for these and other legal and statutory duties.

Ask Listen Do is in the CQC Inspection Framework, is recommended practice in the NHS Learning Disability Improvement Standards and other areas of work.

The NHS feedback and complaints procedure

The NHS feedback and complaints procedure
Download PDF

Make sure everyone knows the difference between a complaint and a safeguarding matter

Ask Listen Do is more than…

It is about human rights, quality of life and making reasonable adjustments

What can you do?

Think of it as a conversation.

Talk to someone before it becomes a complaint.

Know when something is a safeguarding issue and respond appropriately.

Sometimes it’s just about being able to give feedback or enabling someone to ask questions.


Information for organisations and practitioners

Ask Listen Do – making feedback, concerns and complaints easier in health, education and social care

Care (Education) and Treatment Reviews

STOMP – stopping over medication with psychotropic drugs