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Communication and Engagement with Service Users and Families Policy

1. Introduction

Our domiciliary support service is committed to effective, inclusive and person-centred communication and engagement with individuals and those important to them. This policy supports compliance with the Regulation and Inspection of Social Care (Wales) Act 2016 and the Regulated Services (Service Providers and Responsible Individuals) (Wales) Regulations 2017 (as amended), and the Welsh Ministers’ statutory guidance for providers and responsible individuals. It also reflects Care Inspectorate Wales (CIW) expectations and inspection approaches, including published inspection ratings requirements from April 2025.

This policy applies to all employees, including Care Assistants, Senior Carers, Coordinators, Managers, and Directors, and serves as a compliance guide for CIW inspectors to understand how we manage communication and engagement with service users and families.

2. Key Principles of Communication and Engagement

• Person-Centred Approach: Communication is always tailored to meet the individual needs, preferences, and circumstances of the service user.
• Clarity and Transparency: We ensure that all information provided is clear, understandable, and accessible to service users and their families.
• Involvement and Choice: Service users and families are involved in all aspects of care planning and decision-making.
• Respect and Dignity: All communications with service users and families are respectful, acknowledging their autonomy, rights, and preferences.
• Regular Updates and Feedback: We provide regular updates to service users and families regarding care delivery and encourage their feedback to improve services.
• Confidentiality and Data Protection: Communication and documentation are managed in compliance with the Data Protection Act 2018 and GDPR requirements.
• Welsh language and accessible information (“Active Offer”): We take reasonable steps to meet each individual’s language and communication needs, including actively offering services in Welsh where this is the individual’s first language or preferred language. Information is provided in an appropriate language, style, presentation and format, and we provide any support needed to help the individual understand it (for example, interpreters, easy-read, large print, BSL, pictorial tools, or assistive technology).
• Openness when things go wrong: We are open and honest if something goes wrong. We explain what happened in a way the individual can understand, apologise where appropriate, and explain what we will do to put things right and reduce the risk of recurrence. This is consistent with Social Care Wales expectations of professional candour and learning.

3. How We Manage Communication and Engagement Efficiently

A. Initial Communication with Service Users and Families

At the outset of care, we ensure clear, open communication with both the service user and their family or legal representatives.

For Staff:

• Conduct an Initial Care Consultation (ICC) to gather relevant information about the service user’s needs, preferences, and goals.
• Ensure that both the service user and their family are informed about the care plan, including the services we will provide, timelines, and key personnel.
• Provide service users and families with clear written information, including the Service User Handbook (SUH), outlining the scope of services, how to raise concerns, and how to contact the care team.
• Personal plan (Personalised Care Plan) at commencement: Before care starts, we develop an initial Personalised Care Plan (PCP) which meets the statutory “personal plan” requirement, co-produced with the individual and, where appropriate, their representative and/or commissioning body. Where care must start urgently and a plan cannot be completed in advance, an initial plan is in place within 24 hours, and the plan is reviewed and updated during the first 7 days in line with the provider assessment and changing needs.
• Copy to the person: We provide the individual (and where appropriate their representative) with a copy of the PCP/personal plan in a language and format appropriate to their needs and level of understanding, and we record any reason if this is not possible.

For CIW Inspectors:

• Documentation confirms that service users and families receive clear, accessible information at the start of care.
• Care management records demonstrate that the care consultation process is properly documented and that family involvement is appropriately recorded.

B. Ongoing Communication and Regular Updates

Effective communication continues throughout the service user’s care journey, ensuring that all parties are kept informed.

For Staff:

• Ensure regular face-to-face check-ins, phone calls, or digital communications (if applicable) to update service users and families about care delivery.
• Document care plan reviews, any changes in the service user’s condition, and progress towards their goals in the Care Management System (CMS).
• Encourage families to attend care reviews and contribute to the ongoing care planning process.
• Provide families with the contact details of the Care Coordinator and Registered Manager to address any questions or concerns.

For CIW Inspectors:

• Care records confirm that service users and families are regularly updated and involved in care planning.
• Feedback logs show how we incorporate service user and family input into care adjustments.
• Evidence demonstrates that service user care plans are regularly reviewed and updated in collaboration with families and service users.

C. Empowering Service Users and Families in Decision-Making

Service users and families are integral to the decision-making process regarding care, ensuring that care plans align with their needs, values, and wishes.

For Staff:

• Involve service users and their families in all decision-making related to their care, including medication management, activities, and care goals.
• Ensure service user choice is respected, whether that’s in care routines, social activities, or daily schedules.
• Provide support and advocacy for service users with limited capacity to make decisions, ensuring they are represented in the care process.
• Advocacy and representation: Where an individual wants support to express their views or participate in decisions, we enable timely access to relevant advocacy services or self-advocacy support. We recognise that a “representative” is a person with legal authority, or a person the individual has consented to act on their behalf, and we record the basis on which family members or others are involved in decisions.
• Document family and service user preferences clearly in the Personalised Care Plan (PCP) and review it regularly.

For CIW Inspectors:

• Care records show that service users’ and families’ preferences are clearly documented and followed.
• Evidence of advocacy and support for service users who need assistance in decision-making is available.
• Feedback from service users confirms that they feel empowered in decision-making.

We also signpost individuals to Llais (the Citizen Voice Body for health and social care in Wales) for independent support to have their voice heard and, where appropriate, complaints advocacy support.

D. Feedback Mechanisms and Continuous Improvement

We actively encourage feedback from service users and their families to continually improve care delivery.

For Staff:

• Use Satisfaction Surveys (SS) to regularly collect feedback from service users and families about their experience of care.
• Regular review meetings are held with service users and their families to assess satisfaction, address concerns, and gather suggestions for improvement.
• Formal complaint procedures are available and easily accessible for service users and families to raise concerns.
• Incident reports are reviewed to identify any communication breakdowns or issues that need to be addressed.

For CIW Inspectors:

• Satisfaction surveys and feedback sessions show that service users and families feel their opinions are valued and considered.
• Complaint logs demonstrate that issues are addressed promptly and appropriately.
• Evidence of continuous improvements based on service user and family feedback is available.

E. Complaints, concerns and independent support

We make it easy for individuals and families to raise concerns or complaints without fear of disadvantage. Information on how to complain is provided at the start of the service and is available in accessible formats. We respond openly, proportionately and within our published timescales, and we record outcomes and learning.

Where an individual wants independent support to raise a concern or complaint about social care services, we signpost to Llais complaints advocacy. We also provide information on how to escalate concerns to the Public Services Ombudsman for Wales, and how to share feedback or concerns with Care Inspectorate Wales (CIW).

F. Confidentiality and Data Protection

We ensure that all communication and information exchange is managed in compliance with confidentiality standards and data protection regulations.

For Staff:

• Ensure that all communications with service users and families are conducted in a confidential manner, following Data Protection and GDPR guidelines.
• Obtain consent from the service user before sharing personal information. Where the individual has an authorised representative (a person with legal authority, or a person the individual has consented to act on their behalf), we confirm and record that authority/consent. If the individual lacks capacity for a specific decision, we share information only where there is a lawful basis and it is necessary and proportionate, recording the rationale and who information has been shared with.
• Ensure that sensitive information is only shared with relevant individuals, including healthcare providers and family members as appropriate.

For CIW Inspectors:

• Evidence shows that all personal data and care-related information is managed in compliance with GDPR and Data Protection laws.
• Consent forms are properly documented, ensuring that service users and families are fully informed about the sharing of their information.

G. Addressing Communication Needs and Barriers

We recognize that some service users may have communication challenges, including difficulties with hearing, speech, or language. We make reasonable adjustments to support effective communication.

For Staff:

• Adapt communication styles based on the individual needs of service users, including sign language interpreters, visual aids, and easy-read documents.
• Provide additional support for service users with cognitive impairments, ensuring that they understand the information provided.
• Use translation services for families or service users whose first language is not English.

For CIW Inspectors:

• Care plans and communication logs confirm that adjustments have been made to facilitate effective communication with all service users.
• Evidence of the use of assistive technologies and interpreting services is available when required.

4. Governance and Continuous Improvement

We ensure effective governance and continuous improvement in communication and engagement practices through regular audits, staff training, and feedback collection.

What We Do:

• Conduct Quarterly Communication Audits (QCA) to assess the effectiveness of communication strategies.
• Hold Annual Family and Service User Feedback Meetings (AFSFM) to identify areas for improvement.
• Provide training on effective communication and cultural sensitivity for all staff members.

For CIW Inspectors:

• Audit records demonstrate regular reviews of communication and engagement practices.
• Staff training records confirm that all employees are equipped to communicate effectively with service users and families.

5. Compliance Monitoring and Audit Procedures

• Internal Audits: Conducted quarterly to assess communication practices and feedback collection.
• Annual Reviews: Full compliance check against CIW requirements, the Regulation and Inspection of Social Care (Wales) Act 2016, the Regulated Services (Service Providers and Responsible Individuals) (Wales) Regulations 2017 (as amended), and Welsh Ministers’ statutory guidance, alongside GDPR/Data Protection compliance.
• Staff Supervisions & Appraisals: Ensure that staff maintain effective communication skills.
• Inspection ratings (from 1 April 2025): We ensure our CIW inspection rating is displayed as required (including on our website where we have one), and we can explain our rating to individuals and families and how to access our CIW inspection history.

6. Conclusion

We are committed to transparent, inclusive, and person-centred communication with service users and their families. This policy ensures that all communication is respectful, clear, and legally compliant, promoting positive engagement and high-quality care delivery. By encouraging feedback and making reasonable adjustments to overcome communication barriers, we continuously improve the care experience for service users and families in compliance with CIW regulations.

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