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{{org_field_name}}

Registration Number: {{org_field_registration_no}}

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Communication and Engagement with Service Users and Families Policy

1. Purpose

The purpose of this policy is to promote effective, transparent, and inclusive communication between {{org_field_name}}, the people we support, their families, and advocates.

Effective communication plays a critical role in delivering person-centred care and maintaining trust and confidence in our services. We are committed to:

• Ensuring that communication methods are accessible, inclusive, and responsive to the diverse needs of the people we support and their families.
• Providing accurate, clear, and timely information about care, changes in service provision, and health updates.
• Engaging families as partners in care, ensuring their voices are heard in decisions affecting their loved ones.

This policy supports compliance with the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 (as amended) and CQC guidance for providers, including (but not limited to) Regulation 9 (Person-centred care), Regulation 9A (Visiting and accompanying), Regulation 10 (Dignity and respect), Regulation 16 (Receiving and acting on complaints) and Regulation 20 (Duty of candour). We will keep our communication and engagement arrangements under review in line with CQC guidance and any legislative updates.

2. Scope

This policy applies to:

• All staff members, including permanent, agency, and volunteer staff, who interact with the people we support and their families.
• People we support, regardless of their cognitive, sensory, or physical abilities.
• Family members, carers, legal representatives, and advocates involved in decision-making.
• External professionals and agencies, including social workers, health practitioners, and safeguarding teams, when they are involved in a person’s care.

This policy covers all forms of communication, including face-to-face, written, telephone, digital, and non-verbal communication methods.

3. Principles of Effective Communication

To ensure that communication aligns with CQC regulations and meets the needs of the people we support, {{org_field_name}} follows these core principles:

Respecting Choice and Autonomy

• The people we support have the right to choose how, when, and with whom they communicate.
• We provide alternative communication methods for those with sensory impairments or disabilities (e.g., British Sign Language, Makaton, Easy Read formats).
• Staff must ensure that communication supports independence, involvement, and informed decision-making, in line with Regulation 9 (Person-Centred Care)​.

Timely and Transparent Communication

• Information must be shared promptly, ensuring families are informed about changes, incidents, or developments related to their loved ones.
• Communication regarding changes in care plans, medication, or health status must be clear, jargon-free, and understandable.

Inclusive and Accessible Communication

• We accommodate language barriers, cognitive impairments, and sensory needs.
• Translation and interpretation services are provided where needed, ensuring that non-English-speaking families can engage fully.
• Staff are trained to use clear, compassionate language when discussing sensitive topics.

Confidentiality and Data Protection Compliance

We will process personal data in accordance with the UK GDPR and the Data Protection Act 2018. We will only share information with family members, representatives and advocates where the person has given valid consent, or where there is another lawful basis to share information (for example, where sharing is necessary to protect the person or others from harm, or to meet safeguarding and statutory duties). Consent and/or the lawful basis for sharing will be recorded in the person’s care records, including any restrictions the person places on what may be shared and with whom.

Mental Capacity, Involvement and Best-Interests Decisions

Where there is reason to doubt a person’s capacity to make a specific decision about communication or information sharing, a decision-specific capacity assessment will be completed in line with the Mental Capacity Act 2005. If the person lacks capacity for that specific decision, we will involve the appropriate lawful decision-maker (for example, an Attorney under a Health and Welfare LPA or a Court-appointed Deputy, where applicable) and we will make and record a best-interests decision. Independent advocacy will be considered and arranged where required. Staff will always communicate with the person directly in a way they can understand, even where others are involved in decision-making.

4. Methods of Communication

To ensure consistent, inclusive, and accessible communication, {{org_field_name}} uses various communication methods:

1. Face-to-Face Meetings

• Regular care planning meetings with the person we support, their family, and the care team.
• Family consultation meetings to gather feedback and address concerns.
• On-demand private meetings for urgent discussions or sensitive matters.

2. Digital Communication

• Email and secure messaging are used for non-urgent updates.
• Virtual meetings (e.g., Zoom, Microsoft Teams) allow families to participate in discussions remotely.
• A dedicated online portal provides updates on care plans, activities, and important notices.

3. Written Communication

• Personalised newsletters and care updates keep families informed.
• Information is provided in accessible formats (e.g., Braille, large print, Easy Read).
• Formal letters and reports are shared for major updates.

4. Telephone Communication

• Families can contact the Registered Manager at {{org_field_registered_manager_phone}} for urgent concerns.
• Staff initiate regular well-being calls to update families.

5. Feedback and Consultation Mechanisms

• Annual satisfaction surveys allow families to provide feedback.
• Quarterly family engagement forums enable discussions on service improvements.
• The Complaints Policy (CH14) ensures concerns are addressed effectively​.

5. Engagement with Families

Family engagement is essential for holistic, person-centred care. {{org_field_name}} fosters meaningful engagement through:

Involvement in Care Planning

• Families are encouraged to participate in care decisions, ensuring their input aligns with the wishes and best interests of the person we support.
• Staff ensure that legal representatives and advocates are involved where necessary, particularly if the person lacks mental capacity​.

Visiting and Accompanying in Care Homes (Regulation 9A)

We will enable people to receive visits from those they want to see and we will not discourage people from taking visits outside the home. People attending off-site appointments will be supported to be accompanied by a family member, friend or advocate where they wish. Any limits on visiting will be exceptional, proportionate, time-limited, and based on an individual risk assessment (for example, where required to protect people from a specific and evidenced risk). Where any restriction is necessary, we will clearly explain the reasons, agree alternative ways to maintain contact, and record the decision and review date in the person’s records.

Emotional Support for Families

• Staff provide bereavement support and signpost families to external counselling services.
• Family support groups offer a space for shared experiences and guidance.
• Emotional well-being is prioritised, particularly during palliative care transitions.

6. Responsibilities of Staff

All {{org_field_name}} staff are expected to:

• Follow the guidelines set in this policy when communicating with the people we support and their families.
• Ensure all interactions are respectful, compassionate, and person-centred.
• Document all communication accurately to maintain transparency.
• Follow our Duty of Candour Policy (CH35) to meet the statutory Duty of Candour requirements under Regulation 20, including timely notification, apology where appropriate, written follow-up, and accurate record keeping.
• Participate in training on communication skills, safeguarding, and data protection.

7. Monitoring and Compliance

The Registered Manager will monitor compliance with this policy through quarterly audits of communication records, review of feedback themes, and oversight of complaints and compliments. Complaints relating to communication will be managed in line with our Receiving and Acting on Complaints Policy (CH14) and Regulation 16, including identifying learning, implementing actions, and evidencing improvement. Where CQC requests information relating to complaints or communication, we will provide this promptly in the format requested. Findings, actions and learning will be recorded and reviewed through governance processes.

8. Related Policies

This policy is supported by the following policies:

• Person-Centred Care Policy (CH07)
• Dignity and Respect Policy (CH08)
• Consent to Care Policy (CH09)
• Safe Care and Treatment Policy (CH11)
• Receiving and Acting on Complaints Policy (CH14)
• Confidentiality and Data Protection Policy (CH34)
• Duty of Candour Policy (CH35)

9. Policy Review

This policy will be reviewed annually or sooner if:

• Legislative changes occur.
• New best practices or CQC updates require revision.
• Family and service user feedback suggests improvements.

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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.