{{org_field_logo}}

{{org_field_name}}

Registration Number: {{org_field_registration_no}}

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Using Social Media Platforms Policy

1. Purpose

The purpose of this policy is to provide clear guidance on the appropriate and responsible use of social media platforms by employees, people we support, and representatives of {{org_field_name}}. This policy ensures that social media is used in a way that:

• Protects the privacy, dignity, and rights of people we support.
• Maintains professional boundaries between staff and service users.
• Prevents any breach of confidentiality, safeguarding concerns, or reputational damage.
• Complies with CQC regulations, GDPR, and best practice guidance on social media use in health and social care settings.

2. Scope

This policy applies to all employees, agency and bank staff, volunteers, contractors, and people we support. It covers the use of:

• Personal and professional social media accounts on platforms such as Facebook, Instagram, Twitter, LinkedIn, TikTok, YouTube, and WhatsApp.
• Official organisation social media accounts managed by {{org_field_name}}.
• Internal and external online forums, blogs, and video-sharing sites.

3. Legal and Regulatory Compliance

This policy aligns with:

• Health and Social Care Act 2008 (Regulated Activities) Regulations 2014:
  • Regulation 10 – Dignity and Respect (Ensuring people using our services are treated with respect)
  • Regulation 13 – Safeguarding from Abuse (Preventing online abuse, harassment, or exploitation)
  • Regulation 17 – Good Governance (Ensuring secure data management and risk mitigation)
• General Data Protection Regulation (GDPR) 2018 – Protecting personal and sensitive data online.
• Equality Act 2010 – Preventing discriminatory or offensive online behaviour.
• Safeguarding Vulnerable Groups Act 2006 – Protecting people from online abuse or exploitation.
• Care Quality Commission (CQC) Guidance on Online Safety in Care Settings.

4. Principles of Social Media Use

At {{org_field_name}}, we promote the safe and responsible use of social media by:

• Protecting the confidentiality of people we support.
• Ensuring all online interactions maintain professional boundaries.
• Preventing the misuse of social media for discriminatory, offensive, or harmful content.
• Using official organisation social media accounts professionally to promote positive engagement.
• Ensuring that social media use does not compromise safeguarding responsibilities.

5. Guidelines for Staff on Social Media Use

5.1 Personal Social Media Use

• Staff must never post confidential or identifying information about people we support.
• Staff must not accept friend requests or follow people we support on personal social media accounts.
• Staff must not share or comment on sensitive workplace information online.
• Any personal opinions posted must not bring the organisation into disrepute.
• Staff must not post photos or videos of people we support without explicit written consent.

5.2 Use of Official Social Media Accounts

• Only designated staff members may post on official {{org_field_name}} social media accounts.
• All content must be professional, accurate, and respectful.
• Consent must be obtained before posting any images, videos, or testimonials of people we support.
• Social media must not be used for disclosing internal complaints, disputes, or confidential information.
• Responses to public comments and messages must be managed professionally and in line with GDPR.

6. Safeguarding and Online Safety

6.1 Protecting People We Support Online

• Staff must be vigilant to risks of online abuse, exploitation, and cyberbullying.
• Any concerns about people we support using social media in an unsafe manner must be reported under the Safeguarding Policy.
• People we support should be provided with guidance on online safety, including privacy settings and avoiding scams.
• If a person we support wishes to use social media but requires assistance due to capacity issues, this must be documented in their care plan in line with the Mental Capacity Act 2005.

6.2 Reporting Online Abuse or Misuse

• Any online harassment, abuse, or safeguarding concerns must be reported immediately to the Designated Safeguarding Lead.
• If a staff member identifies inappropriate or harmful content related to our service, this must be escalated to senior management.
• Staff must report fake profiles, defamatory content, or impersonation of the organisation to the platform provider.

7. Data Protection and Confidentiality

• GDPR guidelines must be followed when sharing any personal data online.
• Personal information about people we support, staff, or colleagues must not be posted or discussed publicly.
• Encrypted communication tools should be used where required for professional discussions (e.g., secure internal platforms rather than WhatsApp).
• Any breach of confidentiality will result in disciplinary action.

8. Managing Reputational Risks

• Staff must ensure that their online behaviour reflects the values and professionalism of {{org_field_name}}.
• Any negative comments, complaints, or disputes regarding the organisation must be handled internally rather than discussed on social media.
• If staff become aware of false information, negative reviews, or damaging social media content about the organisation, they must report it to senior management.

9. Training and Awareness

• All staff must complete mandatory training on social media use and online safety.
• Updates on GDPR, confidentiality, and safeguarding in social media contexts will be provided regularly.
• Staff will be supported in understanding how to safely use social media in a professional capacity.

10. Disciplinary Action for Policy Breaches

• Breaches of this policy may result in disciplinary action, up to and including dismissal.
• Examples of misconduct include:
  • Sharing confidential or identifying information about people we support.
  • Posting discriminatory, offensive, or harmful content.
  • Engaging in online harassment or bullying of colleagues or service users.
  • Bringing the organisation into disrepute through social media activity.
• If a breach constitutes gross misconduct or safeguarding concerns, the organisation may take legal action or report the incident to CQC, the local authority, or the police.

11. Related Policies

• SL09 – Confidentiality and Data Protection Policy
• SL13 – Safeguarding Adults from Abuse Policy
• SL16 – Health and Safety at Work Policy
• SL30 – Equality, Diversity, and Inclusion Policy
• SL42 – Communication and Engagement with Service Users Policy

12. Policy Review

This policy will be reviewed annually, or earlier if:

• Legislation or best practices evolve.
• A serious online incident occurs that requires a policy update.
• Feedback from staff or people we support 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.