Putting safeguarding first – how we support vulnerable adults

As we mark National Safeguarding Week 2025, we confirm our commitment to protecting vulnerable adults and promoting their safety, dignity and independence.

For us, safeguarding is not just a policy, it’s embedded in everything we do, from frontline services to the technology we deploy, ensuring individuals receive the right support at the right time.
Information, Advice and Assistance (IAA)

Our IAA service is often the first point of contact for individuals seeking help, whether it’s a concerned family member, a health professional or the individual themselves. Our trained advisers listen carefully, assess needs and provide tailored guidance. Working collaboratively with health and social care partners, we ensure safeguarding concerns are identified early and addressed appropriately. This includes:

• Signposting to relevant services
• Escalating concerns when necessary
• Ensuring every person feels heard and supported

Last year, the IAA team handled over 21,000 enquiries, achieving a 40% prevention rate, helping people access timely support and reducing risk before it escalates.

Technology Enabled Care (TEC)

Our TEC solutions play a vital role in safeguarding by enabling vulnerable adults to live independently while staying connected to support. Our range of equipment includes:

• Fall detectors and personal alarms for immediate response in emergencies
• GPS tracking devices for individuals at risk of wandering or becoming lost
• Environmental sensors to detect smoke, floods or extreme temperatures
• Medication dispensers to support safe and timely administration

These tools are monitored 24/7 by our dedicated monitoring centre, with our team supporting thousands of individuals across Wales.

Proactive wellbeing calls

Safeguarding isn’t only about responding to crises, it’s about preventing them. Our proactive calling service is a lifeline for many who may be isolated, anxious or at risk. 

These regular check-ins allow us to build trusted relationships, monitor wellbeing, and identify any emerging safeguarding concerns. Whether it’s a change in mood, a missed medication, or signs of neglect, our team is trained to respond sensitively and effectively.

Last year, we made 34,000 proactive wellbeing calls, helping to spot changes early and reduce isolation.

24/7 monitoring and emergency response

Our round-the-clock monitoring service ensures that vulnerable adults are never alone. We respond to thousands of alerts each month, despatching our response team, coordinating with emergency services, family members, and care providers to ensure swift and appropriate action. This constant vigilance is a cornerstone of our safeguarding approach.

Our community response team provides rapid, person-centred support whenever an alert is raised, following strict protocols to ensure safety, dignity, and wellbeing at every visit. 

With over 25,000 call-outs attended since 2020, and 94% within 45 minutes, our responders are a vital safeguard for vulnerable adults, providing peace of mind that help is always available, day or night.

Blue Army 

Safeguarding starts at the hospital front door, with our hospital-based Community Wellbeing Officers, known as the Blue Army, who play a critical role in supporting safe and timely discharges in Carmarthenshire, reducing pressure on NHS services, and ensuring vulnerable adults return home with the right care in place. They carry out wellbeing assessments, and identify safeguarding concerns before patients leave hospital, acting as a single point of access for social care and health support, helping to unblock delays and coordinate discharge plans.

Our commitment

Safeguarding is everyone’s business, and we’re committed to doing our part every day; we promise to protect, to listen and to act. During National Safeguarding Week and every week, we remain dedicated to making a difference and protecting those who need us most.