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Meeting Communication Needs (Wales) Policy

Introduction

This policy sets out the values, principles and procedures underpinning {{org_field_name}}’s approach to supporting the means of communication used and preferred by the people receiving its care. It is written in line with the Regulated Services (Service Providers and Responsible Individuals) (Wales) Regulations 2017, particularly:

• Regulation 8. “Requirements in relation to monitoring and improvement” requires service providers to take into account any communication impairment of service users when seeking their views about the quality of the service.
• Regulation 14 “Suitability of the Service” requires service providers to assesses service users communication needs and if they can meet them before admission to the service.
• Regulation 19 “Information about the Service” — this should be made available in line with the prospective user’s referred mode of communication, including uses of technological aids.
• Regulation 23 “Information” requires service providers to enable users have access to advocates who can support them to meet their communication needs.
• Regulation 24. “Language and Communication” requires service providers to “have arrangements in place to assist individuals with their specific communication and language needs in line with the statement of purpose”, eg makaton, braille, etc.

People’s communication impairments must be considered in relation to such as safeguarding matters and use of signage.

The Responsible Individual is accountable for the service’s effectiveness in meeting the individuals’ communication needs.

Policy Statement

These standards suggest that all registered care services (including domiciliary support and care homes) should provide support to person receiving care with specific communication needs or if their first language is not English (or is Welsh) by:

• regularly assessing and reviewing their communication needs
• obtaining or providing specialist communication aids and equipment
• training staff to communicate with people receiving care
• using as needed trained communication support workers, including trained interpreters
• involving family, friends, carers and other people to make sure that the individual’s communication needs are fully understood and addressed
• preparing for important events (eg reviews and hospital appointments) so that the individual is able to communicate their feelings, views and answers at the time.

Using appropriate and effective communication is a fundamental part of treating people with dignity and respect and in providing good, compassionate care. {{org_field_name}} believes that everyone receiving care has the right to have their needs fully assessed and for a personalised, individualised plan of care to be developed that places them at the centre of their care. {{org_field_name}} recognises that effective communication is key to this process so that staff can give them the information they need to make informed decisions about their care and they can communicate their preferences, choices and needs back to staff.

However, {{org_field_name}} understands that some people receiving care may have communication difficulties that make it hard for them to communicate their needs or for information to be given to them in a form they can understand. Effective communication can be prevented by conditions such as dementia, stroke, autism or sensory impairment, or cases where the person receiving care lacks capacity to make decisions.

{{org_field_name}} recognises that communication issues are not only a vital part of providing care with dignity and respect but are fundamental to considerations of equality and consent.

{{org_field_name}} acknowledges that the Equality Act 2010 includes a duty to eliminate discrimination and make reasonable adjustments for disabled people, including taking steps to put information into accessible formats if a disabled person is at a substantial disadvantage if this is not done. Difficulties in communication can constitute a form of disability. It also acknowledges the importance of achieving the Accessible Information Standard, which was included in the Health and Social Care Act 2012, requiring all information provided to people receiving care to be in accessible formats.

It is a legal and ethical duty that consent should be sought from people receiving care in decisions about care or treatment decision, no matter how minor or serious. People must be given sufficient information about any proposed care or treatment, possible alternatives and any risks involved, so that they can decide whether or not to give their consent.

Principles to be Followed

1. {{org_field_name}} ensures that people receiving care are able to fully communicate their needs, wishes and preferences by assessing their communication needs and offering the appropriate means of response and support. It does this in many instances through working closely with family carers, representatives, social workers and other professionals involved in the care of the person. This results in a comprehensive approach to understanding and communicating with the individual person, particularly where they are Welsh speaking.
2. {{org_field_name}} will always use the services of interpreters to communicate with people receiving care whose first language is not English and who would otherwise have difficulty in making themselves understood.
3. {{org_field_name}} ensures through the appropriate training that its staff can communicate effectively with a person receiving care who relies on technological means of communication and those who use signing and/or auditory and visual aids.
4. Care staff are instructed and trained to adapt to the person receiving care’s primary means of communication and are suitably trained, supported and supervised to do so. They are expected to receive, record and respond to all key matters associated with a person’s care as they would to a person with whom they communicate through orthodox means, eg in obtaining consent.
5. A person’s means of communication are always stated on their personal plan as are any difficulties experienced in communication during the course of their care.
6. Staff will always record the person’s level of understanding over specific matters and decisions. This is especially important with someone whose communication difficulties are linked to their lack of mental capacity so that best interests decisions can be taken where needed. These are always registered on the personal plan.

Procedures

In {{org_field_name}}:

• every effort will be made to communicate with people receiving care and to implement an accessible communications policy, providing people with social contact, day-to-day communication, and with sufficient information about their care and treatment that allows them to be fully involved in their care and to make informed consent decisions; {{org_field_name}} wants to make sure that everyone can access and understand the information provided and communicate with others in ways that meet their needs
• people receiving care have the right to be communicated with and receive sufficient information about their care and treatment so they can make a balanced judgement whether or not to give their consent; full details of the proposed treatment should be explained to the person using whatever methods they can understand
• where it is suspected that a person receiving care does not have the mental capacity to be able to communicate, or in any other way has no ability to communicate, then the provisions of the Mental Capacity Act 2005 should be implemented and decisions made in their best interests, with the involvement of people close to the person receiving care, such as relatives, carers or advocates
• staff should never assume incapacity or stop trying to communicate with a person receiving care who lacks capacity or is non-communicative; they should try different communication strategies, such as:
a) communicating when the person receiving care is at their greatest level of alertness
b) making sure the environment has sufficient light and quietness to enable communication to take place
c) facing the person, maintaining eye contact, speaking clearly and addressing the person receiving care by their preferred name
d) using simple language
e) checking regularly for understanding
• staff will avoid any unnecessary jargon and will use clear language and appropriate patterns of speech; they should ask people how they prefer to be addressed and respect their wishes; they should avoid using patronising language or “talking down” to a person receiving care and should remember that using respectful language and gestures promotes dignity and respect; all communications should be appropriate for the culture and cultural needs of the person receiving care
• staff will be patient and understanding in their interactions with people receiving care, and with their relatives and carers, giving them time to communicate and reply to questions; they will be trained to speak clearly, using appropriate language, and to ensure that person receiving care can see their faces, especially those who may be hard of hearing
• all reasonable adjustments will be made to meet the communication needs of people with sensory difficulties, including people with visual and hearing difficulties; where required and applicable, the following resources will be provided and/or recommended:
a) Braille books and magazines and copies of literature
b) large print/easy read copies of literature
c) British Sign Language interpreters for deaf people
d) talking or Braille clocks and watches
e) Braille or talking telephones and mobile phones
f) Braille computer displays and keyboards
g) Braille embossing tools
h) pill and medication organisers
i) hearing aids
j) flashing doorbells and telephone alerts
k) text phones
l) loop hearing systems
m) personal television listeners, such as headphones, a neckloop, an earloop, a loop system or infrared system
n) “shake awake” or vibrating alarm clocks
o) television with subtitles
p) vibrating watches
q) flashing or vibrating smoke alarms and fire alarms
• where necessary, interpreting services will be accessed for a person receiving care who speaks other languages or who have hearing difficulties
• staff should take the time to get to know people receiving care as individuals and build relationships that enhance communication; where a person develops a close relationship with certain staff that allows them to communicate more easily, every effort should be made to enable the consistent assignment of workers
• clear language will be used in all communications, publications and on {{org_field_name}}s website; alternative versions of publications will be available in different languages and formats, including easy-to-read and large print versions; the website will be designed to meet all recognised standards for accessibility to make sure that people can find and understand the information they need
• all staff are responsible for helping to deliver this policy by communicating in a way that is accessible to everyone, including those who access information in other formats or languages.

Training

All staff are provided with training at induction to support people’s primary modes and means of communication and continue to receive further, advanced and specialist training in line with people’s needs, and their roles and responsibilities for supporting their communication.

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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}}

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