{{org_field_logo}}

{{org_field_name}}

Registration Number: {{org_field_registration_no}}

---

Equality, Diversity, and Human Rights (EDHR) Policy

1. Introduction

1.1 Purpose of the Policy

This policy sets out {{org_field_name}}’s commitment to promoting equality, diversity, and human rights in all aspects of its service provision and employment practices. The organisation is dedicated to ensuring that all individuals, including staff, service users, and stakeholders, are treated fairly, with dignity and respect, and without discrimination.

1.2 Commitment to Promoting Equality, Diversity, and Human Rights

At {{org_field_name}}, we recognise that fostering an inclusive environment benefits everyone. We are committed to:

• Eliminating discrimination, harassment, and victimisation.
• Advancing equality of opportunity between individuals with protected characteristics and those without.
• Fostering good relations between people from different backgrounds.
• Upholding and promoting human rights principles in care delivery and employment practices.

We ensure that our approach aligns with national legal frameworks and best practices, creating a workplace and service that is welcoming and inclusive for all.

1.3 Alignment with Legal and Regulatory Frameworks

This policy aligns with relevant legislation, including but not limited to:

• The Equality Act 2010 – Establishing legal protection against discrimination for individuals with protected characteristics.
• The Human Rights Act 1998 – Protecting fundamental rights and freedoms.
• The Care Quality Commission (CQC) Fundamental Standards – Ensuring person-centred, non-discriminatory care.
• Other relevant statutory regulations, codes of practice, and sector guidance.

2. Legal and Regulatory Framework

Overview

{{org_field_name}} is committed to complying with all relevant legislation and regulatory requirements concerning equality, diversity, and human rights. This section outlines the key legal frameworks that guide our approach to ensuring fair and equitable treatment for all individuals, including service users, staff, and stakeholders.

Key Legislation and Regulations

2.1 The Equality Act 2010

The Equality Act 2010 is the primary legislation governing equality and anti-discrimination laws in the UK. It protects individuals from unfair treatment based on nine protected characteristics:

• Age
• Disability
• Gender reassignment
• Marriage and civil partnership
• Pregnancy and maternity
• Race
• Religion or belief
• Sex
• Sexual orientation

Under this Act, {{org_field_name}} is required to:

• Prevent discrimination, harassment, and victimisation.
• Make reasonable adjustments for individuals with disabilities.
• Ensure equal opportunities in employment and service provision.
• Promote good relations between people from different backgrounds.

2.2 The Human Rights Act 1998

The Human Rights Act 1998 incorporates fundamental rights from the European Convention on Human Rights (ECHR) into UK law. These rights include:

• Right to life (Article 2) – Ensuring the safety and well-being of individuals.
• Freedom from torture and inhumane treatment (Article 3) – Providing care with dignity and respect.
• Right to liberty and security (Article 5) – Protecting individuals from unjust detention.
• Right to private and family life (Article 8) – Respecting personal choices and confidentiality.
• Freedom from discrimination (Article 14) – Ensuring equal treatment under the law.

As a care provider, {{org_field_name}} embeds these human rights principles in its policies, procedures, and service delivery.

2.3 Care Quality Commission (CQC) Fundamental Standards

The CQC Fundamental Standards outline the minimum requirements that all care providers must meet to ensure high-quality and person-centred care. Key standards related to equality, diversity, and human rights include:

• Person-centred care – Respecting individual needs and preferences.
• Dignity and respect – Treating everyone fairly and compassionately.
• Safety – Protecting individuals from harm, abuse, and discrimination.
• Complaints handling – Providing clear processes for raising concerns.

CQC inspections assess compliance with these standards, and failure to meet them can result in regulatory actions.

2.4 Other Relevant Legislation

In addition to the key Acts above, the following laws also influence this policy:

• The Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 – Ensuring care providers uphold equality and human rights.
• The Public Sector Equality Duty (PSED) under the Equality Act 2010 – Requiring public bodies and care providers working with public services to promote equality.
• The Mental Capacity Act 2005 – Protecting individuals who may lack the capacity to make certain decisions, ensuring decisions are made in their best interests.

Our Commitment to Legal Compliance

{{org_field_name}} ensures that all staff members:

• Are aware of and understand their responsibilities under equality and human rights laws.
• Receive regular training on equality, diversity, and inclusion.
• Follow policies and procedures that align with legal requirements.

3. Scope of the Policy

This section defines who is covered by this policy and the settings in which it applies. It ensures that all individuals interacting with {{org_field_name}} understand their responsibilities in promoting equality, diversity, and human rights within domiciliary care services.

3.1 Who the Policy Applies To

This policy applies to all individuals involved in the provision, receipt, or support of domiciliary care services provided by {{org_field_name}}, including but not limited to:

3.1.1 Care Workers and Office Staff

• All employees, including permanent, temporary, and agency care workers.
• Office-based staff, including managers, administrators, and coordinators.
• Volunteers and apprentices working within the organisation.
• Any individual providing remote or in-person support on behalf of the organisation.

Responsibilities:

• Uphold and promote equality, diversity, and human rights in all interactions.
• Deliver care and support services in a fair, respectful, and inclusive manner.
• Report any concerns regarding discrimination, harassment, or non-compliance with EDHR principles.

3.1.2 Service Users

• All individuals receiving domiciliary care services, regardless of their background or personal characteristics.
• People with disabilities, long-term conditions, or support needs.
• Individuals with diverse religious, cultural, or lifestyle preferences.

Rights and Expectations:

• To receive care and support free from discrimination, bias, or prejudice.
• To have their dignity, privacy, and personal choices respected.
• To raise concerns if they experience or witness unfair treatment.

3.1.3 Family Members, Friends, and Advocates

• Relatives, informal caregivers, and friends of service users.
• Advocates or representatives acting on behalf of service users.

Responsibilities:

• Treat care workers and staff with respect and fairness.
• Support the service user’s rights to dignity and choice.
• Report any concerns regarding discrimination or unfair treatment.

3.1.4 Visitors and External Professionals

• Healthcare professionals (e.g., district nurses, social workers, GPs).
• Local authority representatives and CQC inspectors.
• Contractors and suppliers providing goods or services to the organisation.

Responsibilities:

• Ensure their conduct aligns with the principles of equality and diversity when interacting with staff and service users.
• Follow the organisation’s EDHR guidelines when working within domiciliary care settings.

3.2 Settings in Which the Policy is Applicable

This policy applies to all environments where care is provided, managed, or coordinated. Given the nature of domiciliary care, the settings covered include:

3.2.1 Clients’ Homes

• The primary setting for domiciliary care services.
• Care must be delivered in a way that respects the individual’s home environment, privacy, and personal preferences.
• Service users must be treated with dignity and free from discrimination while receiving care in their own homes.

3.2.2 Care Provider Offices

• The organisation’s main office and any additional administrative locations.
• Ensuring fair treatment of all employees and visitors within office environments.
• Non-discriminatory policies must be upheld in recruitment, training, and staff interactions.

3.2.3 Remote and Digital Interactions

• Telephone, video calls, and online consultations used for care coordination or support.
• Staff must maintain professional, inclusive, and respectful communication.
• Digital accessibility considerations, including alternative communication methods for individuals with disabilities.

4. Principles and Commitments

{{org_field_name}} is committed to fostering an inclusive, fair, and respectful environment in all aspects of domiciliary care. This section outlines our guiding principles and commitments to ensuring dignity, respect, equality, and human rights for all service users, staff, and stakeholders.

4.1 Promoting Dignity, Respect, and Individual Rights

Dignity, respect, and the protection of individual rights are at the core of our care services. Our commitment includes:

• Treating every service user with dignity and respect regardless of age, disability, gender, race, religion, sexual orientation, or any other characteristic.
• Ensuring privacy and confidentiality in all aspects of care delivery, including personal information and personal care tasks.
• Supporting independence by encouraging service users to make their own choices and participate in decisions about their care.
• Adapting to cultural and personal preferences to provide care that aligns with individual beliefs, traditions, and needs.
• Providing a safe and supportive work environment where all staff are treated with respect and feel valued.

4.2 Ensuring Non-Discriminatory Care Services

{{org_field_name}} is dedicated to providing fair and equal access to high-quality domiciliary care services. We achieve this by:

• Delivering care that is free from discrimination and ensuring no individual is treated unfairly based on protected characteristics as defined by the Equality Act 2010.
• Providing training and guidance to staff on recognising and addressing unconscious bias and discriminatory behaviour.
• Offering accessible services by making reasonable adjustments for people with disabilities, language barriers, or additional needs.
• Encouraging feedback from service users and staff to identify and address any concerns related to discriminatory practices.

4.3 Upholding Person-Centred Care Principles

Person-centred care is fundamental to our approach in domiciliary care. Our commitments include:

• Tailoring care to individual needs and preferences, ensuring personalised support that respects autonomy and choice.
• Involving service users and their families in care planning and decision-making to promote a sense of control over their care.
• Recognising and valuing diversity by understanding the unique backgrounds, beliefs, and lifestyles of each service user.
• Encouraging open and effective communication to ensure care plans reflect changing needs and preferences.
• Respecting the right to advocacy and support, ensuring that service users can access independent advocates when needed.

4.4 Zero Tolerance for Discrimination, Harassment, and Victimisation

We have a strict zero-tolerance approach to discrimination, harassment, and victimisation within our organisation. This includes:

• Preventing all forms of discrimination, whether direct, indirect, associative, or perceptive.
• Taking immediate action against harassment, including offensive behaviour, bullying, or intimidation towards service users, staff, or visitors.
• Providing clear procedures for reporting concerns and ensuring all complaints are addressed fairly and confidentially.
• Protecting whistleblowers and individuals who report discrimination or unfair treatment from any form of retaliation.
• Ensuring disciplinary action is taken against any individual found to be violating this policy, in line with our internal procedures.

Our Commitment to Continuous Improvement

To maintain and enhance our EDHR principles, {{org_field_name}} will:

• Regularly review and update our policies to reflect best practices and legal requirements.
• Provide ongoing training to staff on equality, diversity, and human rights.
• Actively seek feedback from service users and staff to improve inclusivity and fairness.
• Foster a culture of respect, understanding, and accountability at all levels of the organisation.

5. Responsibilities

Ensuring the effective implementation of this Equality, Diversity, and Human Rights (EDHR) policy requires commitment and accountability from all individuals involved in the delivery and receipt of domiciliary care services. This section outlines the specific responsibilities of leadership, staff, service users, and external stakeholders.

5.1 Leadership and Management Responsibilities

Senior management and leadership teams play a critical role in embedding equality, diversity, and human rights principles across {{org_field_name}}. Their responsibilities include:

5.1.1 Setting the Standards

• Establishing a culture of inclusivity, respect, and zero tolerance for discrimination.
• Leading by example in promoting equality and diversity in all aspects of service delivery.
• Ensuring compliance with legal and regulatory requirements, including the Equality Act 2010 and CQC Fundamental Standards.

5.1.2 Policy Implementation and Monitoring

• Ensuring this EDHR policy is effectively communicated to all staff, service users, and external stakeholders.
• Reviewing and updating the policy regularly to reflect changes in law, best practices, and organisational needs.
• Implementing monitoring systems to track adherence to EDHR principles in recruitment, service delivery, and workplace culture.

5.1.3 Training and Support

• Providing regular training on equality, diversity, and human rights for all employees.
• Ensuring staff feel supported in upholding EDHR principles and have access to guidance and advice.
• Encouraging an open-door policy where staff and service users feel comfortable raising concerns.

5.1.4 Handling Complaints and Non-Compliance

• Taking swift and appropriate action in response to discrimination, harassment, or policy breaches.
• Ensuring fair and transparent procedures for investigating complaints.
• Enforcing disciplinary measures against individuals found to be violating EDHR policies.

5.2 Staff Responsibilities

All employees of {{org_field_name}}, including domiciliary care workers and office-based staff, must actively support and uphold the principles of equality, diversity, and human rights. Their responsibilities include:

5.2.1 Providing Inclusive and Non-Discriminatory Care

• Treating all service users with respect, dignity, and fairness, regardless of their background or personal characteristics.
• Personalising care to meet the individual needs, preferences, and cultural beliefs of service users.
• Ensuring service users’ rights to privacy, independence, and choice are always upheld.

5.2.2 Professional Conduct and Communication

• Using respectful and non-discriminatory language when speaking with service users, colleagues, and external professionals.
• Reporting any discriminatory behaviour, harassment, or unfair treatment they witness or experience.
• Promoting a positive, inclusive work environment by respecting and valuing differences.

5.2.3 Compliance with Policies and Training

• Attending and participating in equality, diversity, and human rights training.
• Understanding and adhering to all relevant policies, procedures, and legal requirements.
• Raising concerns about potential EDHR policy breaches to management.

5.3 Service User Responsibilities

While the organisation is committed to providing inclusive and respectful care, service users also have responsibilities to ensure a positive and non-discriminatory environment for care workers and others involved in their care. These include:

5.3.1 Respecting Care Workers and Staff

• Treating care workers, office staff, and other professionals with dignity and respect.
• Refraining from discriminatory, abusive, or offensive language or behaviour.

5.3.2 Providing Information and Preferences

• Communicating their needs, preferences, and any concerns regarding equality and diversity.
• Informing care workers about any specific cultural, religious, or personal requirements to ensure personalised care.

5.3.3 Reporting Concerns

• Reporting any issues of discrimination, unfair treatment, or harassment to the organisation.
• Engaging with the organisation’s complaint and feedback processes to help improve services.

If a service user behaves in a discriminatory or abusive manner towards staff or others, {{org_field_name}} will take appropriate action, which may include reviewing their care plan or, in extreme cases, withdrawing services.

5.4 Role of External Stakeholders and Contractors

External professionals, suppliers, and contractors working with {{org_field_name}} must also adhere to the principles of equality, diversity, and human rights. Their responsibilities include:

5.4.1 Compliance with EDHR Policies

• Ensuring their own organisational policies align with equality and diversity principles.
• Treating all service users and staff with fairness, dignity, and respect.

5.4.2 Non-Discriminatory Service Provision

• Providing services and resources that do not disadvantage any group based on protected characteristics.
• Making reasonable adjustments to accommodate the needs of diverse service users.

5.4.3 Addressing Concerns and Reporting Issues

• Reporting any discrimination, harassment, or unfair treatment witnessed within the organisation.
• Cooperating with the organisation’s EDHR monitoring and compliance procedures.

Failure to adhere to EDHR principles may result in contract termination or discontinuation of professional relationships.

Our Commitment to Shared Responsibility

By clearly defining responsibilities for leadership, staff, service users, and external stakeholders, {{org_field_name}} ensures that equality, diversity, and human rights are actively upheld throughout all aspects of domiciliary care. Everyone has a role in creating a respectful, inclusive, and legally compliant care environment.

6. Implementation and Training

To ensure that equality, diversity, and human rights (EDHR) principles are embedded in all aspects of domiciliary care, {{org_field_name}} is committed to effective implementation and ongoing staff training. This section outlines how EDHR is integrated into recruitment, service delivery, and workplace culture, along with training and awareness initiatives to support staff in applying these principles in their daily roles.

6.1 Staff Training and Development

All staff, including care workers, office-based employees, and managers, must complete training on equality, diversity, and human rights. This training ensures that employees understand their responsibilities and can deliver care in an inclusive and respectful manner.

6.1.1 Mandatory EDHR Training

• All new employees must complete equality, diversity, and human rights training as part of their induction process.
• Existing staff must complete annual refresher training to stay updated on EDHR principles and best practices.
• Training will cover:
  • The Equality Act 2010 and the Human Rights Act 1998.
  • Recognising and addressing discrimination, harassment, and unconscious bias.
  • Providing culturally sensitive and person-centred care.
  • Understanding reasonable adjustments for individuals with disabilities.
  • Reporting EDHR concerns and safeguarding issues.

6.1.2 Specialised EDHR Training for Leadership

• Managers and senior staff must complete additional training on:
  • Handling discrimination complaints and investigating EDHR concerns.
  • Creating an inclusive workplace culture.
  • Supporting staff well-being in diverse teams.
• Leadership training ensures that senior staff can champion EDHR principles and promote an inclusive care environment.

6.1.3 Continuous Professional Development (CPD)

• Staff will have opportunities for ongoing learning through:
  • Workshops and seminars on inclusion and diversity in domiciliary care.
  • E-learning modules on best practices in person-centred care.
  • Shadowing and mentorship programs to develop inclusive care skills.
• Employees are encouraged to raise questions and seek guidance on EDHR topics.

6.2 Embedding EDHR in Recruitment, Policies, and Service Delivery

To ensure EDHR principles are integrated into all aspects of domiciliary care, {{org_field_name}} takes the following steps:

6.2.1 Fair and Inclusive Recruitment Practices

• All job advertisements, application processes, and interviews are conducted fairly and without bias.
• Shortlisting and hiring decisions are based solely on skills, experience, and qualifications.
• Reasonable adjustments are provided for applicants with disabilities or additional needs.
• Recruitment panels receive training on unconscious bias and fair selection processes.

6.2.2 Embedding EDHR in Workplace Policies

• All workplace policies, including disciplinary procedures, grievance handling, and promotions, align with equality, diversity, and human rights standards.
• Employees are encouraged to report discrimination or unfair treatment without fear of retaliation. This can be done face to face at the office, by email or phone.
• The EDHR policy is reviewed annually to ensure it reflects current legislation and best practices.

6.2.3 Delivering Non-Discriminatory, Person-Centred Care

• Care plans must be tailored to individual needs, taking into account cultural, religious, and personal preferences.
• Service users should have equal access to services, regardless of their background.
• Reasonable adjustments must be made to accommodate disabilities and communication needs (e.g., providing sign language interpreters or accessible documents).
• Staff should challenge and report discriminatory behaviour from colleagues, service users, or external professionals.

6.3 Awareness Initiatives and Resources

Raising awareness of equality, diversity, and human rights is essential for fostering an inclusive culture within domiciliary care. {{org_field_name}} provides resources and initiatives to promote EDHR principles across the organisation.

6.3.1 Staff Awareness Campaigns

• Regular team meetings and briefings include discussions on EDHR topics.
• Awareness posters and information boards are displayed in care provider offices.
• Staff newsletters and internal communications include real-life examples of best practices in equality and diversity.

6.3.2 Service User and Family Engagement

• Service users and their families receive information on their rights under the EDHR policy.
• Feedback and complaints processes are made clear and accessible to all service users.
• Cultural awareness activities and diversity celebrations are encouraged to foster inclusivity.

6.3.3 Access to Support and Guidance

• An EDHR lead or champion is designated within the organisation to provide advice and guidance.
• Staff have access to external resources such as ACAS, CQC guidance, and equality advocacy organisations.
• A confidential reporting system is available on our website for employees or service users to raise EDHR concerns.

Our Commitment to Continuous Learning and Improvement

{{org_field_name}} is committed to continuously improving how equality, diversity, and human rights are implemented in domiciliary care. Through training, policy integration, and awareness initiatives, we aim to create an inclusive, fair, and person-centred care environment for all.

7. Monitoring and Compliance

To ensure that {{org_field_name}} upholds the principles of equality, diversity, and human rights (EDHR) in domiciliary care, we have a robust monitoring and compliance framework in place. This section outlines how EDHR policies will be monitored and reviewed, the processes for reporting discrimination or breaches, and the consequences of non-compliance.

7.1 How EDHR Policies Will Be Monitored and Reviewed

Monitoring and reviewing EDHR policies help us maintain a fair and inclusive environment for service users and staff. {{org_field_name}} commits to the following:

7.1.1 Regular Policy Reviews

• The EDHR policy will be reviewed annually or sooner if there are changes in legislation, CQC guidelines, or organisational needs.
• Policy reviews will be conducted by senior management, with input from staff, service users, and external stakeholders.
• Updates will be communicated to all employees, and any changes will be reflected in staff training programs.

7.1.2 Internal Audits and Compliance Checks

• Regular audits and inspections will be carried out to assess whether EDHR policies are being followed.
• Key performance indicators (KPIs) will be used to measure compliance, such as:
  • Diversity in recruitment and workforce representation.
  • Reports of discrimination or harassment and their resolution outcomes.
  • Feedback from service users regarding inclusive care practices.
• Findings from audits will be reviewed in management meetings, and any identified issues will be addressed through an action plan.

7.1.3 Service User and Staff Feedback

• Service users, their families, and staff will be regularly consulted to identify any EDHR concerns.
• Annual satisfaction surveys will include questions on experiences of equality, diversity, and human rights in service delivery.
• Staff will be encouraged to discuss EDHR concerns in team meetings and supervision sessions.

7.2 Reporting Mechanisms for Discrimination or Breaches

To maintain a safe and inclusive environment, all individuals must feel confident in reporting EDHR concerns without fear of retaliation.

7.2.1 Reporting for Staff

• Employees who experience or witness discrimination, harassment, or a breach of EDHR policies should report it as soon as possible using one of the following methods:
  • Line Manager – The first point of contact for addressing concerns.
  • CQC – Where concerns involve a manager.
  • Local Safeguarding team
  • Whistleblowing Policy – Anonymously report serious breaches of equality, diversity, and human rights.
• All reports will be taken seriously and handled confidentially in accordance with the organisation’s grievance and disciplinary procedures.

7.2.2 Reporting for Service Users and Families

• Service users or their families who feel they have been discriminated against or treated unfairly should:
  • Speak with their assigned care worker or care coordinator.
  • Raise concerns through the formal complaints procedure.
  • Request a meeting with a senior manager to discuss their concerns.
• Complaints will be acknowledged within 3 working days and investigated thoroughly, with a resolution provided within 28 days.

7.2.3 External Reporting Options

• If a concern is not resolved internally, staff and service users can escalate their complaints to external bodies, such as:
  • Care Quality Commission (CQC) – For concerns about non-compliance with care standards.
  • Local Authority Safeguarding Teams – For cases involving abuse or neglect.
  • Acas (Advisory, Conciliation and Arbitration Service) – For employment-related discrimination cases.
  • Equality and Human Rights Commission (EHRC) – For serious human rights violations.

7.3 Consequences of Non-Compliance

Any individual found to be in breach of EDHR policies will face appropriate consequences, ensuring that our commitment to equality, diversity, and human rights is upheld.

7.3.1 For Employees

• Staff who fail to comply with EDHR principles may face:
  • Informal resolution measures, such as additional training or a discussion with their manager.
  • Formal disciplinary action, including written warnings, suspension, or dismissal for serious breaches.
  • Referral to external bodies, such as CQC or professional regulators, if their actions breach care regulations.

7.3.2 For Service Users and Families

• Service users and their families who violate EDHR principles (e.g., by engaging in discriminatory or abusive behaviour) may:
  • Receive a formal warning about their behaviour.
  • Have their care plan reviewed and adjusted to address concerns.
  • In extreme cases, be discharged from the service, if their behaviour puts staff at risk or violates the organisation’s code of conduct.

7.3.3 For External Stakeholders and Contractors

• Suppliers, contractors, and external professionals working with {{org_field_name}} must comply with EDHR policies.
• Any external party found engaging in discriminatory or unethical practices may:
  • Receive a formal warning and be asked to improve their practices.
  • Have their contract reviewed or terminated if they fail to comply with EDHR requirements.

Our Commitment to Accountability and Improvement

By implementing strong monitoring and compliance procedures, {{org_field_name}} ensures that equality, diversity, and human rights are upheld at all levels of service delivery. All individuals have a responsibility to report concerns and act in line with EDHR principles, creating a safe, inclusive, and legally compliant care environment.

8. Complaints and Reporting Procedures

At {{org_field_name}}, we are committed to providing a fair, inclusive, and non-discriminatory domiciliary care service. If a service user, family member, staff member, or external stakeholder experiences or witnesses a breach of equality, diversity, and human rights (EDHR) principles, they must have clear and accessible ways to raise concerns.

This section outlines how individuals can report EDHR-related complaints, the support available, and how investigations and resolutions will be handled.

8.1 How to Raise Concerns Regarding Equality and Human Rights Violations

Individuals who experience or witness discrimination, harassment, or breaches of EDHR policies can report their concerns through various channels:

8.1.1 Reporting for Staff

• Informal Reporting: If appropriate, staff members are encouraged to raise concerns informally with their line manager to resolve issues quickly.
• Formal Complaints: If informal resolution is not possible or the issue is serious, staff can file a formal complaint through:
  • Management – For employment-related concerns.
  • Senior Management – For service-wide EDHR issues.
  • Whistleblowing Procedure – If the issue involves malpractice, safeguarding risks, or illegal activity.
• Anonymous Reporting: Staff may submit anonymous concerns via a confidential reporting system, which will be reviewed by senior leadership.

8.1.2 Reporting for Service Users and Families

• Speaking with Care Staff: Service users or their families should first raise concerns with their assigned care worker or care coordinator.
• Formal Complaints: If the issue is not resolved, they can:
  • Contact the Registered Manager at {{org_field_name}}.
  • Request a meeting with a senior manager.
  • Submit a written complaint via email, phone, or postal service.
• Escalation Options: If a complaint is not resolved satisfactorily, service users can escalate concerns to external bodies (see Section 8.3).

8.1.3 Reporting for External Stakeholders and Contractors

• External professionals, contractors, and suppliers must follow the organisation’s EDHR guidelines and report concerns via:
  • The designated contract manager or compliance officer.
  • Senior leadership, if the issue affects service users or staff.

All complaints, regardless of the reporting party, will be handled sensitively and in accordance with data protection laws.

8.2 Support Available for Complainants

{{org_field_name}} is committed to ensuring that individuals who raise concerns receive the necessary support.

8.2.1 Support for Staff

• Access to HR advisory services for guidance on EDHR concerns.
• Confidential support and counselling services if discrimination or harassment has affected well-being.
• Protection from retaliation under the Whistleblowing Policy – staff will not face negative consequences for reporting legitimate concerns.

8.2.2 Support for Service Users and Families

• Assistance in making complaints for individuals who need support due to language barriers, disabilities, or communication difficulties.
• Access to advocacy services, including independent advocates who can speak on behalf of service users.
• Clear communication throughout the complaints process, ensuring individuals understand their rights and the steps being taken.

8.2.3 Support for External Stakeholders and Contractors

• External partners raising concerns will be given written confirmation of how their complaints will be handled.
• Where appropriate, {{org_field_name}} will work with external bodies to resolve EDHR-related complaints collaboratively.

8.3 Investigation and Resolution Procedures

All complaints related to equality, diversity, and human rights will be investigated thoroughly and fairly.

8.3.1 Investigation Process

• Acknowledgement: Complaints will be acknowledged within 3 working days.
• Investigation: A designated investigator (e.g., HR officer, senior manager, or compliance officer) will:
  • Gather relevant evidence (e.g., witness statements, records, policies).
  • Interview the complainant and other involved parties.
  • Assess whether there has been a breach of EDHR policies.
• Findings and Resolution:
  • A final decision will be communicated within 28 days (or sooner if possible).
  • Corrective actions will be taken where necessary, including:
    • Additional training for staff.
    • Disciplinary action if policy breaches are confirmed.
    • Changes in care plans or workplace policies to prevent future issues.

8.3.2 Escalation to External Bodies

If a complainant is dissatisfied with the outcome, they can escalate their concern to:

• Care Quality Commission (CQC): Call03000 616161 for concerns about care standards or regulatory breaches.
• Local Authority Adult Safeguarding Teams: {{org_field_local_authority_authority_name}}, Link: {{org_field_local_authority_information_link}} for concerns related to abuse or neglect.
• Acas (Advisory, Conciliation and Arbitration Service): www.acas.org.uk/ for employment-related discrimination complaints.
• Equality and Human Rights Commission (EHRC): www.equalityhumanrights.com for serious human rights violations.

Contact details for external bodies will be made available upon request.

Our Commitment to Fair and Transparent Complaint Handling

{{org_field_name}} is committed to:

• Ensuring all complaints are taken seriously and addressed fairly.
• Maintaining confidentiality and respecting the rights of all parties involved.
• Taking proactive steps to prevent future EDHR-related issues through training and policy improvements.

All staff, service users, and external stakeholders are encouraged to report concerns so that issues can be addressed promptly and effectively.

9. Review and Policy Updates

To ensure that the Equality, Diversity, and Human Rights (EDHR) Policy remains effective, legally compliant, and aligned with best practices, {{org_field_name}} commits to regular policy reviews and updates. This section outlines the review process, the frequency of updates, and how staff and stakeholders will be involved in policy development.

9.1 Frequency of Policy Reviews

To maintain compliance with current laws and regulatory requirements, this policy will be:

• Reviewed annually by management to ensure it remains up to date with relevant legislation and sector guidance.
• Reviewed sooner if necessary, in response to:
  • Changes in legislation (e.g., updates to the Equality Act 2010, Human Rights Act 1998, or Care Act 2014).
  • New Care Quality Commission (CQC) regulations or guidance.
  • Significant organisational changes (e.g., expansion of services, introduction of new policies).
  • Feedback from staff, service users, or external bodies highlighting potential improvements.

The most recent review date will be documented in the policy, along with any amendments made.

9.2 Process for Updates and Amendments

To ensure policy updates are effectively implemented, {{org_field_name}} follows a structured process:

9.2.1 Policy Evaluation

• Senior management, HR, and compliance teams will assess whether existing policies align with current best practices and legal requirements.
• Feedback from staff, service users, and external stakeholders will be reviewed.
• Reports from complaints, incidents, or audits will be analysed to identify areas for improvement.

9.2.2 Communicating Policy Changes

• Once approved, the updated policy will be:
  • Distributed to all staff via electronic means, training sessions, and team meetings.
  • Made available to service users and their families through information packs.
  • Discussed during staff induction for new employees.
• All staff members must acknowledge receipt and understanding of the updated policy.
• Additional training or refresher sessions will be provided if significant changes are introduced.

9.3 Staff and Stakeholder Involvement in Policy Development

To ensure that the EDHR policy reflects real experiences and concerns, {{org_field_name}} actively involves staff, service users, and external stakeholders in the review process.

9.3.1 Staff Involvement

• Employees will be encouraged to provide feedback on the policy through:
  • Annual staff surveys and focus groups on equality and diversity.
  • Team meetings where EDHR issues can be discussed openly.
  • Anonymised online feedback forms.
• Staff representatives may be invited to join policy review meetings to share frontline perspectives.

9.3.2 Service User and Family Involvement

• Service users and their families will be invited to share their experiences and concerns related to equality, diversity, and human rights.
• Feedback mechanisms will include:
  • Regular service user satisfaction surveys.
  • Complaints and compliments reports, which will be analysed to identify patterns or areas for improvement.

9.3.3 External Stakeholder Consultation

• Where necessary, {{org_field_name}} will consult with:
  • Local authorities and commissioners to ensure policy compliance.
  • CQC and other regulatory bodies for best practice guidance.
  • Equality and diversity organisations, such as the Equality and Human Rights Commission (EHRC), to align with national standards.

9.4 Ensuring Continued Compliance and Improvement

To ensure ongoing compliance with EDHR principles, {{org_field_name}} will:

• Conduct regular equality impact assessments to ensure policies and practices do not disadvantage any group.
• Monitor complaints, incidents, and service feedback to identify recurring EDHR-related issues.
• Provide ongoing training for staff to maintain awareness of equality, diversity, and human rights best practices.
• Commit to a culture of continuous improvement, ensuring that all staff and service users benefit from an inclusive and respectful care environment.

Our Commitment to Regular Review and Transparency

By maintaining a robust review and update process, {{org_field_name}} ensures that equality, diversity, and human rights remain at the heart of our domiciliary care services. We are committed to transparency, accountability, and ongoing improvements that enhance inclusivity and fairness for all.

10. Supporting Documents and Further Resources

To reinforce the principles outlined in this Equality, Diversity, and Human Rights (EDHR) Policy, {{org_field_name}} provides access to internal guidelines, external resources, and contact details for further support. This section lists key documents, regulatory guidance, and organisations that staff, service users, and external stakeholders can refer to for additional information and assistance.

10.1 Internal Guidelines and Procedures

The following internal policies and procedures support the implementation of the EDHR policy and should be read alongside it:

• Whistleblowing Policy – Outlines how staff can report concerns confidentially without fear of retaliation.
• Safeguarding Policy – Explains how to protect service users from abuse, neglect, and discrimination.
• Complaints and Feedback Policy – Details how service users, staff, and stakeholders can raise concerns or provide suggestions.
• Recruitment and Equal Opportunities Policy – Ensures fair and unbiased hiring and career progression.
• Workplace Conduct and Disciplinary Policy – Defines acceptable behaviour and consequences for discrimination or harassment.
• Person-Centred Care Guidelines – Ensures service delivery is tailored to individual needs and preferences.
• Reasonable Adjustments Policy – Ensures services and employment opportunities are accessible to individuals with disabilities.

All staff members must familiarise themselves with these policies and adhere to them in their daily roles. These documents are available in the organisation’s policy handbook or intranet system.

10.2 External Resources and Regulatory Guidance

To ensure compliance with national legislation and best practices, {{org_field_name}} refers to the following external resources:

Legal and Regulatory Frameworks

• Equality Act 2010 – Protects individuals from discrimination based on protected characteristics. (www.legislation.gov.uk)
• Human Rights Act 1998 – Outlines fundamental rights and freedoms under UK law. (www.legislation.gov.uk)
• Care Act 2014 – Provides legal rights to high-quality, person-centred care. (www.legislation.gov.uk)
• Mental Capacity Act 2005 – Protects individuals who may lack the capacity to make certain decisions. (www.legislation.gov.uk)
• Care Quality Commission (CQC) Regulations – Sets out the standards for equality and human rights in care. (www.cqc.org.uk)

Guidance and Best Practice Resources

• Care Quality Commission (CQC) – Guidance on Equality and Human Rights (www.cqc.org.uk/guidance)
• Equality and Human Rights Commission (EHRC) – Provides guidance on equality law and best practices. (www.equalityhumanrights.com)
• Acas (Advisory, Conciliation and Arbitration Service) – Offers workplace guidance on discrimination and equality. (www.acas.org.uk)
• Skills for Care – EDHR in Social Care – Training and resources for promoting equality in care services. (www.skillsforcare.org.uk)

10.3 Contact Information for Reporting Concerns

Individuals who need further advice, wish to raise concerns, or require assistance can contact the following organisations:

Internal Contacts

• Registered Manager: {{org_field_registered_manager_first_name}} {{org_field_registered_manager_last_name}}

External Contacts for Reporting Discrimination or Human Rights Violations

• Care Quality Commission (CQC): 03000 616161 / www.cqc.org.uk/contact-us
• Equality Advisory and Support Service (EASS): 0808 800 0082 / www.equalityadvisoryservice.com
• Acas (Workplace Disputes): 0300 123 1100 / www.acas.org.uk
• Local Authority Adult Safeguarding Team: {{org_field_local_authority_information_link}}
• Citizens Advice Bureau: www.citizensadvice.org.uk

10.4 Ensuring Easy Access to EDHR Resources

To support staff, service users, and external stakeholders in understanding their rights and responsibilities, {{org_field_name}} will:

• Make the EDHR policy and supporting documents easily accessible via staff handbooks, the organisation’s intranet, and printed copies in office locations.
• Provide service users with accessible versions of the policy, including easy-read formats, translations, and audio versions where necessary.
• Offer regular training and refresher sessions to keep employees informed about best practices in equality, diversity, and human rights.

Our Commitment to Providing Ongoing Support and Resources

By ensuring that staff and service users have access to clear guidance, practical resources, and support systems, {{org_field_name}} promotes a culture of inclusivity, respect, and accountability in domiciliary care services.

---

Responsible Person: {{org_field_registered_manager_first_name}} {{org_field_registered_manager_last_name}}
Reviewed on: {{last_update_date}}
Next Review Date: {{next_review_date}}
Copyright © {{current_year}} – {{org_field_name}}. All rights reserved.