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{{org_field_name}}

Registration Number: {{org_field_registration_no}}

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Accessible Premises and Disability Inclusion Policy

1. Purpose

The purpose of this policy is to ensure that {{org_field_name}} provides a fully accessible, inclusive, and disability-friendly environment for all service users, staff, and visitors. This policy sets out how accessibility is embedded into our premises, service delivery, and workplace culture, ensuring full compliance with CIW regulations, the Equality Act 2010, and best practices in disability inclusion.

This policy supports compliance with, and has regard to, the following legal and regulatory frameworks (as applicable to domiciliary support services in Wales):

• The Equality Act 2010, including the duty to make reasonable adjustments and to prevent discrimination.
• The Regulation and Inspection of Social Care (Wales) Act 2016 and The Regulated Services (Service Providers and Responsible Individuals) (Wales) Regulations 2017 (as amended), together with the Welsh Ministers’ statutory guidance for care home and domiciliary support service providers and responsible individuals (last updated 27 March 2024), which CIW uses to inform registration, inspection and enforcement decisions.
• The Social Services and Well-being (Wales) Act 2014, supporting voice, choice, control and person-centred practice.
• The Health and Safety at Work etc. Act 1974 and associated fire safety duties, to ensure safe access and egress for all.
• CIW’s inspection approach and ratings framework, which reflects a rights-based approach including the Human Rights Act 1998, Equality Act 2010, the UN Convention on the Rights of Persons with Disabilities (UNCRPD) and Welsh Language Standards, and from 31 March 2025 applies inspection ratings to care homes and domiciliary support services. Care Inspectorate Wales
• Welsh language in health and social care (“Mwy na geiriau / More than just words”, 2022–2027), to support the Active Offer and culturally appropriate communication where relevant to the people using our service. GOV.WALES

2. Scope

This policy applies to:

• All employees, managers, and volunteers at {{org_field_name}}.
• Service users and visitors, including those with physical, sensory, cognitive, or mental health disabilities.
• External contractors, suppliers, and partner organisations.

It covers:

• Accessibility of premises.
• Workplace inclusion and reasonable adjustments.
• Disability awareness and staff training.
• Assistive technology and communication support.
• Monitoring compliance and continuous improvement.

For domiciliary support services, “premises” in this policy refers to any office/base/training or meeting premises owned, leased, or used by {{org_field_name}} for delivering and managing the regulated service (including recruitment, training, supervision, records and meetings). Accessibility within individuals’ own homes and community settings is addressed through person-centred planning, risk assessment, reasonable adjustments, and communication support, in partnership with the individual and relevant professionals.

3. Commitment to Disability Inclusion

{{org_field_name}} is committed to:

• Providing equal access to all individuals, regardless of disability.
• Promoting a culture of inclusion, respect, and non-discrimination.
• Making reasonable adjustments to accommodate service users and employees with disabilities.
• Ensuring compliance with accessibility standards in our physical environment and service delivery.

4. Accessibility of Premises

4.1 Suitability and access (office/base premises)

{{org_field_name}} will ensure that any premises used to operate, manage or support the domiciliary service are safe, suitable and accessible for staff, people using the service and visitors, having regard to our Statement of Purpose and the needs of those who may reasonably need to access the premises. Where full physical alteration is not reasonably practicable, we will implement reasonable adjustments and alternative accessible arrangements (for example, accessible meeting locations, remote meetings, home visits, or provision of information in alternative formats).

4.2 Physical Accessibility Standards

Our premises are designed to be barrier-free and accessible to all individuals, including those with:

• Mobility impairments (wheelchair users, those using walking aids).
• Sensory impairments (blindness, deafness, or hearing loss).
• Neurodiverse conditions or cognitive disabilities.

To ensure accessibility, we have implemented:

• Step-free entrances and ramps where necessary.
• Automated or easy-to-open doors.
• Clear, well-lit pathways and signage with high contrast and Braille.
• Accessible toilets and changing facilities.
• Adjustable-height desks and workstations.
• Hearing loop systems for individuals with hearing impairments.

4.3 Emergency and Fire Safety for Individuals with Disabilities

• Personal Emergency Evacuation Plans (PEEPs) are created and maintained for staff and any regular visitors (including people using the service) where the individual attends our premises and may require evacuation support.
• Accessible fire exits and alarms (including visual alarms for individuals with hearing impairments).
• Fire wardens are trained to support individuals with disabilities in emergencies.
• Evacuation chairs are available where needed.

4.4 Accessibility and reasonable adjustments in individuals’ homes

Because domiciliary care is delivered in individuals’ own homes, we will work with the individual (and, where appropriate, their representative and relevant professionals) to agree reasonable adjustments that enable equitable access to care and support. This includes:

• identifying barriers to access during assessment and review (e.g., sensory loss, cognition, mobility, communication);
• agreeing practical adjustments to how care is delivered (e.g., longer visit times where needed for communication, visual prompts, assistive technology, alternative formats, or use of interpreters);
• completing and reviewing risk assessments to support safe delivery of care without compromising dignity, choice and control; and
• escalating housing/environmental risks (where relevant) to the appropriate parties (e.g., landlord, local authority, OT) with the individual’s consent or in line with safeguarding/health & safety duties.

5. Workplace Inclusion and Reasonable Adjustments

5.1 Supporting Employees with Disabilities

• Job roles, responsibilities, and workstations can be adapted to meet individual needs.
• Flexible working arrangements, such as remote work or adjusted hours, are offered where feasible.
• Accessible IT systems and assistive technology are provided as required.
• Confidential disability disclosure processes are in place to support employees needing adjustments.

5.2 Inclusive Recruitment Practices

• Job descriptions and recruitment processes are inclusive, using accessible formats.
• Interview locations and formats are adjusted to meet the needs of candidates with disabilities.
• A fair and transparent assessment process ensures equal opportunities for all applicants.

6. Disability Awareness and Staff Training

6.1 Mandatory Training for Staff

All employees receive training in:

• Disability awareness and etiquette.
• Inclusive communication techniques (e.g., British Sign Language (BSL) basics, accessible language use).
• Supporting individuals with neurodiverse conditions (e.g., autism, dementia).
• Assisting individuals with mobility impairments.
• How to respond in emergencies involving disabled individuals.

6.2 Specialist Training for Frontline Care Staff

• Staff supporting service users with disabilities receive additional training on:
  • Person-centred care for individuals with specific disabilities.
  • Using assistive devices and mobility aids.
  • Administering medication for service users with complex disabilities.

7. Assistive Technology and Communication Support

7.1 Accessible Information and Communication

• Alternative formats (Braille, large print, audio) are available for key documents.
• Easy Read versions of service agreements and policies are provided for individuals with learning disabilities.
• Staff are trained in how to use visual communication aids where needed.
• British Sign Language (BSL) interpreters are arranged upon request.

7.2 Recording communication and information needs

We will identify, record and regularly review each person’s communication and information needs (including sensory loss, cognition, literacy, preferred language, and advocacy needs). These needs will be reflected in the individual’s records and care planning documentation and will be communicated to staff involved in delivering care, so that support is delivered consistently and safely.

7.3 Use of Assistive Technology

• Voice recognition software and screen readers are available for visually impaired employees.
• Speech-to-text software supports individuals with hearing impairments.
• Adaptive keyboards, ergonomic seating, and communication devices are provided as needed.

7.4 Welsh language and cultural inclusion (Active Offer)

In line with Mwy na geiriau / More than just words (2022–2027), we will anticipate, identify and meet Welsh language and cultural needs where these are relevant to the individual’s well-being and outcomes. This includes:

• asking about and recording preferred language and communication preferences;
• enabling access to Welsh-speaking staff where available and appropriate;
• ensuring key information can be provided bilingually (Welsh/English) where required; and
• ensuring staff understand how to access interpretation/translation support and how to deliver the Active Offer in day-to-day practice.

8. Monitoring Compliance and Continuous Improvement

8.1 Accessibility Audits

• Quarterly audits are conducted to assess accessibility standards.
• Feedback from service users and staff is reviewed to identify areas for improvement.
• Corrective actions are taken to address barriers to access.
• Audit findings, actions and completion dates will be recorded, tracked to completion, and reviewed as part of our wider quality assurance and service improvement arrangements.

8.2 Service User and Staff Feedback

We actively seek and use the views of individuals, their representatives (where appropriate), staff and commissioners about accessibility and inclusion, and we can evidence how feedback has been analysed and used to make improvements. Feedback is acknowledged, recorded and responded to in line with our complaints/concerns processes.

8.3 CIW inspection and ratings

We will maintain clear evidence of how we meet accessibility and disability inclusion duties in practice. CIW inspections of domiciliary support services consider outcomes across themes including Well-being, Care and Support, and Leadership and Management (the Environment theme applies to accommodation-based services only). From 31 March 2025, inspection ratings apply, and our evidence will demonstrate how we uphold rights, equality, reasonable adjustments, and accessible communication (including Welsh language considerations where relevant).

9. Related Policies

This policy should be read in conjunction with:

• Equality, Diversity, and Inclusion Policy (DCW30).
• Health and Safety at Work Policy (DCW16).
• Fire Safety and Evacuation Procedures Policy (DCW20).
• Confidentiality and Data Protection (GDPR) Policy (DCW34).
• Safe and Secure Business Premises Policy (DCW42).

10. Policy Review

This policy will be reviewed annually or sooner if required by legislative updates, CIW guidance, or operational needs.

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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.