{{org_field_logo}}

{{org_field_name}}

Registration Number: {{org_field_registration_no}}

---

Dignity and Respect Policy

1. Introduction

At {{org_field_name}}, we are committed to ensuring that every individual receiving our care services is treated with dignity and respect at all times. We believe that every person, regardless of their background, abilities, or personal circumstances, has the right to be valued, heard, and supported in a manner that promotes their autonomy, independence, and involvement in the community.

This policy applies to all staff, including care workers, administrative personnel, managers, and volunteers, ensuring that dignity and respect are embedded in all aspects of service delivery.

2. Purpose

The purpose of this policy is to set out how {{org_field_name}} will meet Regulation 10 (Dignity and Respect) of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. We will ensure every person is treated with dignity and respect at all times, and (without limitation) we will do this by:

• ensuring the person’s privacy;
• supporting the person’s autonomy, independence and involvement in the community;
• having due regard to any relevant protected characteristics under the Equality Act 2010.

This policy must be read alongside our policies and procedures for Consent (Regulation 11), Safeguarding (Regulation 13), Complaints (Regulation 16), Good Governance (Regulation 17), and Information Governance / Confidentiality.

3. Principles of Dignity and Respect

To meet this policy’s objectives, we adhere to the following core principles:

3.1 Respect for Personal Preferences and Choices

We recognise that every service user is unique. We ensure that all care plans are person-centred, tailored to individual needs, preferences, and values​. Our staff:

• Engage with service users to understand their personal preferences.
• Respect cultural, religious, and lifestyle choices.
• Adapt care practices to align with individual needs.

3.2 Privacy and Confidentiality

We safeguard our service users’ privacy at all times. This includes:

• Ensuring that personal and sensitive information is handled confidentially.
• Providing private and dignified personal care.
• Gaining consent before sharing information with relevant parties​.

In addition, we will:

• Maintain each person’s privacy at all times, including when they are asleep, unconscious, or lack capacity to request privacy.
• Make all reasonable efforts to ensure discussions about care and support take place where they cannot be overheard.
• When providing intimate/personal care, make every reasonable effort to respect a person’s preferences about who provides their care (for example, requesting staff of a specified gender/sex), and ensure doors/curtains are used appropriately.
• Ensure people are not left in undignified situations (for example, avoidable exposure, soiled clothing/bed linen, delayed toileting support, or lack of access to washing facilities).
• Handle all personal information in line with UK GDPR and the Data Protection Act 2018, sharing information on a need-to-know basis and documenting the legal basis for information sharing where consent is not the appropriate basis (e.g., safeguarding/public protection).

3.3 Supporting Independence and Autonomy

We empower service users to make their own decisions and remain as independent as possible. We achieve this by:

• Encouraging service users to participate in daily activities.
• Supporting them in managing their own care where feasible.
• Providing information to enable informed decision-making​.

We will also:

• Actively support people to be involved in their community as much or as little as they wish, from the start of the service, and ensure people are not left unnecessarily isolated.
• Use a positive risk / risk-enablement approach: we will respect a person’s wish to act independently while working with them to identify and reduce risks so they can remain independent as safely as possible.
• Support people to maintain relationships that matter to them (family, friends, partners, advocates), and ensure privacy is respected during visits as far as reasonably practicable.

3.4 Communication with Respect and Compassion

All communication must be respectful, sensitive, and responsive to individual needs. This includes:

• Addressing service users by their preferred name.
• Using appropriate language and tone.
• Listening actively and responding to concerns with empathy.
• Providing accessible communication aids where required.

All communication will use (or be supported by) the most suitable means of communication for the person, and we will respect the person’s right to engage or not engage in communication at any time. Where required, we will follow the Accessible Information Standard principles by identifying, recording, flagging, sharing and meeting communication needs (e.g., interpreters, Easy Read, visual supports, hearing support, communication passports).

3.5 Safeguarding from Abuse and Discrimination

We have a zero-tolerance approach to abuse, neglect, discrimination, or degrading treatment​. We:

• Train staff to recognise and report abuse or improper treatment.
• Investigate and act on any allegations of abuse or misconduct.
• Comply with safeguarding regulations and procedures.

3.6 Equal Treatment and Inclusion

We respect and uphold the protected characteristics under the Equality Act 2010, ensuring that no service user experiences discrimination based on:

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

3.7 Consent, Capacity and Least Restrictive Practice

• We will obtain valid consent for care and support wherever required, and follow our Consent (Regulation 11) procedures.
• Where there is reason to believe a person may lack capacity to make a specific decision, we will follow the Mental Capacity Act 2005 and complete a decision-specific capacity assessment.
• Where a person lacks capacity, any decision made on their behalf will be in their best interests, involve relevant people (family/representatives/advocates where appropriate), and be recorded with the rationale.
• We will always use the least restrictive option and keep restrictions under regular review to protect dignity, rights, and independence.

4. Implementation and Responsibilities

4.1 Leadership and Management

Managers and senior staff at {{org_field_name}} are responsible for:

• Embedding dignity and respect into all aspects of service delivery.
• Leading by example and ensuring policies are upheld.
• Reviewing complaints, feedback, and safeguarding concerns related to dignity.

4.2 Staff Training and Development

To ensure high standards of dignity in care, we provide all staff with:

• Mandatory training on dignity, respect, and person-centred care.
• Regular supervision and assessments to uphold best practices.
• Guidance on handling sensitive situations with empathy and professionalism.

Training will also include (as applicable to role): Mental Capacity Act and consent, equality and human rights, safeguarding, positive risk-taking, information governance (UK GDPR/Data Protection Act 2018), communication and accessibility (including supporting people with sensory impairment and people who use AAC), and professional boundaries.

4.3 Service User Involvement

We involve service users in shaping their care experience by:

• Seeking regular feedback to improve service quality.
• Encouraging them to express their preferences, needs, and concerns.
• Ensuring they are aware of their rights and how to report concerns.

4.4 All Staff Responsibilities

All staff must:

• Treat people with dignity and respect at all times, including during personal care, continence support, and emotional distress.
• Protect privacy by knocking, waiting for permission to enter, closing doors/curtains, covering the person appropriately, and ensuring personal conversations cannot be overheard.
• Use respectful, non-stigmatising language and challenge disrespectful language or behaviour immediately.
• Report any concerns about undignified care, neglect, discrimination, bullying, harassment, or degrading treatment via safeguarding/incident reporting/whistleblowing routes.

5. Monitoring and Continuous Improvement

We regularly assess and improve our approach to dignity and respect through:

• Service user feedback via surveys, reviews, and meetings.
• Staff performance evaluations to ensure compliance with dignity principles.
• Incident reporting and audits to identify and resolve any concerns.
• Ongoing policy reviews to align with best practices and legal requirements.

We will evidence compliance by:

• Periodic dignity observations (announced/unannounced) focusing on privacy, communication and respectful practice.
• Auditing care records for documented preferences (privacy, pronouns/name, cultural needs, consent/capacity decisions) and actions taken.
• Reviewing trends in complaints, incidents and safeguarding relating to dignity, discrimination, privacy breaches, or poor practice, and implementing learning.

6. Complaints and Concerns

Service users, families, advocates and staff have the right to raise concerns about dignity and respect without fear of repercussions. We will provide an accessible complaints process in line with Regulation 16 (Receiving and acting on complaints), including support for people who need communication aids, an interpreter, Easy Read or advocacy.

We will acknowledge complaints promptly, investigate proportionately, share outcomes with the complainant, and record learning and improvements.

Where concerns indicate potential abuse, neglect, discrimination, or degrading treatment, we will follow safeguarding procedures immediately and make required notifications.

7. Compliance and Legal Framework

This policy is guided by (and must be read alongside):

• Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 – Regulation 10 (Dignity and respect) and associated CQC guidance.
• Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 – Regulation 11 (Need for consent).
• Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 – Regulation 13 (Safeguarding service users from abuse and improper treatment).
• Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 – Regulation 16 (Receiving and acting on complaints).
• Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 – Regulation 17 (Good governance).
• Care Act 2014 – wellbeing principle including personal dignity.
• Equality Act 2010 – protected characteristics and Public Sector Equality Duty (where applicable).
• Mental Capacity Act 2005 – capacity, best interests and least restrictive practice.
• UK GDPR and Data Protection Act 2018 – confidentiality and lawful processing of personal data.
• Human Rights Act 1998 – respect for private and family life (Article 8) and freedom from degrading treatment.

8. Policy Review and Update

This policy will be reviewed at least annually, and sooner if required due to changes in legislation, CQC guidance, safeguarding learning, complaints/incident trends, or service user feedback. The Registered Manager is accountable for ensuring the review is completed, approved, and communicated to staff. Any changes will be shared with staff through supervision, team meetings and/or training updates.

---

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.