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DCW154-New Service User Onboarding Policy

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Registration Number: {{org_field_registration_no}}

New Service User Onboarding Policy

1. Purpose

The purpose of this policy is to ensure that {{org_field_name}} provides a structured, efficient, and person-centred onboarding process for all new service users in our domiciliary care service. A thorough onboarding process ensures individuals receive high-quality care that is tailored to their needs, preferences, and rights from the very start of our service relationship. Specifically, this policy ensures that:

This policy is designed in accordance with all relevant legislation and regulatory frameworks, including:

By adhering to this policy, {{org_field_name}} aims to uphold the highest standards of person-centred care and regulatory compliance from the first point of contact with a new service user.

2. Scope

This policy applies to all instances of onboarding a new service user into {{org_field_name}}’s domiciliary care service. It covers the roles and responsibilities of staff as well as the involvement of the service user and their support network during the admission process. In particular, it applies to:

The scope of this policy spans all stages of the new service user onboarding journey, including:

All {{org_field_name}} personnel and relevant stakeholders must follow this policy whenever a new service user is onboarded, to ensure consistency, quality, and legal compliance in our approach.

3. Policy Statement

{{org_field_name}} is committed to ensuring that every new service user is welcomed into our care with dignity, respect, and a clear understanding of the support available to them. We recognize that starting care services can be a significant change for individuals and their families; therefore, our approach is compassionate, transparent, and individualized. Our onboarding process is structured and person-centred, reflecting our core values and legal obligations. In practice, this means that we:

In summary, {{org_field_name}} will provide each new service user with a warm welcome and a well-organized introduction to our service. We strive for the onboarding experience to reinforce the service user’s confidence in choosing us as a care provider. All staff are expected to uphold this policy, ensuring that our onboarding practices reflect professional excellence, compassion, and respect for the rights and well-being of those we serve.

4. Managing the New Service User Onboarding Process Efficiently

The following sections outline how {{org_field_name}} manages each step of the onboarding process for a new service user. Our procedure is designed to be efficient while never compromising on person-centered care or compliance. Throughout this process, assigned staff (such as the Care Coordinator and Registered Manager) will use a standardized New Admission Checklist to ensure every required action and document is completed.

4.1 Initial Enquiry and Service Suitability Assessment

Onboarding begins with an initial enquiry from the prospective service user or their representative. This may occur via phone, email, or in-person conversation. Our goals at this stage are to provide clear information, understand the individual’s needs, and determine if our service is suitable for them. During the initial enquiry and suitability screening:

The Welcome Information Pack given at enquiry/assessment includes: our Statement of Purpose; Service Agreement/terms (including charges and cancellation terms where applicable); key rights and responsibilities; complaints route (internal and external escalation); privacy notice; contact details for {{org_field_name}}, the Registered Manager, Out of Hours number, and CIW; and how to request advocacy. We record the date, format and language in which the pack was issued and that it was explained in plain language.

If we believe our service can likely support the individual, we provide a Welcome Information Pack (often called a Service User Guide). This pack typically includes:

This information pack is provided in the individual’s preferred language (e.g. an Active Offer of Welsh language services is made, in line with Welsh language standards) and in an accessible format (large print, easy-read, etc., as required). We encourage the person and their family to review the materials and ask any questions. A record is kept that the information pack was given and explained.

At the conclusion of the initial enquiry stage, we ensure the person has a clear understanding of what will happen next. They should feel welcomed and know that {{org_field_name}} is attentive to their needs and preferences from the very first interaction.

If assessment shows {{org_field_name}} cannot safely or reliably meet the person’s needs or outcomes (for example, due to clinical complexity, home environment safety, availability of trained staff, or scheduling feasibility), we explain this transparently, record the rationale, and— with consent— signpost or refer to more suitable providers and/or inform the commissioning authority. Where care has already commenced urgently, we put interim safeguards in place and arrange an urgent multi-agency review.

4.2 Comprehensive Needs and Risk Assessment

A formal, face-to-face Needs Assessment is conducted for every new service user, usually in the person’s own home (or current place of residence) so that we can observe and discuss their actual living situation. This assessment is usually led by the Care Coordinator or another qualified assessor, and the Registered Manager oversees the process. Importantly, the staff member conducting the assessment will have the necessary skills, knowledge, and training to do so competently. We encourage the service user to involve anyone they wish for support during the assessment (family member, friend, advocate), and we only proceed with the individual’s consent.

During the needs assessment, we take a holistic, person-centred approach. We cover all relevant domains of the individual’s life to build a full picture of how best to support them. Areas assessed include:

Throughout the assessment, involvement of family members or other professionals is welcomed (with the service user’s agreement) to ensure we gather a holistic understanding of the individual’s needs. For example, a family carer may provide insights into the person’s routines or history, or a previous carer/nurse might share tips for caring for that person. We make sure, however, to keep the focus on the service user’s own perspective – their views, wishes, and feelings are directly sought and recorded. We use open-ended questions and active listening, allowing the person to express what matters most to them.

Crucially, during this assessment we also evaluate the individual’s mental capacity in relation to making decisions about their care and support. Under the Mental Capacity Act 2005, we presume the person has capacity unless there is evidence otherwise. If the person is having difficulty understanding, retaining, or weighing information about the decision to receive care or about specific aspects of the plan, our assessor will perform a Capacity Assessment focused on those decisions. This is done in accordance with the MCA’s two-stage test and five statutory principles. We give all practicable help to support the person in decision-making (e.g. explaining information in simpler terms or using visual aids). If it is determined that the individual lacks capacity for a specific decision (for example, they cannot fully understand the care plan or the risks involved), we then involve their legal representative or family (as appropriate) and make any necessary decisions in the person’s best interests, following the MCA framework. Any capacity assessment outcome and subsequent best-interest decisions are documented. We also identify if there are any existing Powers of Attorney or court-appointed deputies who have authority for the person’s welfare or finances, and we record their details to involve them appropriately.

At the end of the needs and risk assessment, the assessor will summarize the findings with the service user (and others present), ensuring that we have accurately understood their needs and preferences. We take time to answer any new questions the person may have after this in-depth discussion. All findings are carefully documented in an assessment report, which forms the basis of the individual’s personal care plan. This documentation typically includes the assessment form (with all the categories above), a risk assessment checklist and mitigations, and any initial care instructions noted. The service user (or their representative) is asked to sign the assessment report to confirm it reflects their situation (when appropriate), and a copy can be provided to them on request. The Registered Manager reviews the completed assessment to confirm that our service can indeed meet all identified needs safely. Once this is confirmed, we move to the next step of collaboratively developing the detailed care plan.

Where equipment is used (e.g., hoists, slings, profiling beds), {{org_field_name}} verifies that it is suitable for the person, that staff have been trained/assessed as competent to use it, and that statutory inspections are in date. The Personal Plan and Moving & Handling Plan specify exact equipment, sling size/type, safe working load, and any two-person requirements. Where gaps are identified (e.g., expired inspection or missing sling sizes), we will not commence the relevant tasks until safe arrangements are in place.

4.3 Creation of a Personalised Care Plan

Using the information gathered from the assessment, {{org_field_name}} will develop a Personalised Care Plan for the new service user. This care plan (sometimes referred to in regulations as the “personal plan”) is essentially a written blueprint for how we will provide care and support on a day-to-day basis to meet the individual’s needs and help them achieve their desired outcomes. We treat care planning as a collaborative process: the service user is at the heart of it, and we encourage input from family or advocates, as well as any professionals (e.g. contributions from a social worker’s care and support plan or an OT’s recommendations) to ensure the plan is comprehensive. Key aspects of our personalised care plans include:

Once finalised, the Personalised Care Plan is put into action. The completed care plan is provided to the service user (and/or their family) in a format that is accessible to them. For instance, we can provide a printed copy in large print or an electronic copy via email, according to their preference. We encourage them to keep this copy handy for reference. A copy is also kept at {{org_field_name}} office and, if appropriate, in the service user’s home file for care workers to refer to each visit. The Registered Manager signs off on the care plan to indicate approval, and it is dated to mark the commencement of service. In situations where the service needs to start very urgently (an emergency placement), we will implement an initial care plan quickly (within 24 hours of service start) to ensure immediate needs are met, and then refine it after the comprehensive assessment within the first week.

For emergency or rapid starts, an Initial Plan is implemented within 24 hours covering at least: essential personal care tasks, communication needs, known risks and mitigations, medication support arrangements, key contacts, and contingency instructions. The full assessment and complete Personal Plan follow within 7 days, with a documented check-in call within 48 hours of the first visit.

{{org_field_name}} will provide the service user (and/or their representative) with a copy of the agreed Personal Plan in their preferred language and accessible format (for example, Welsh via the Active Offer, large print, easy read, audio). The plan is started at service commencement, completed within 7 days, and then treated as a living document that is reviewed at least every three months, sooner on request or if needs change. Each iteration is version-controlled, signed/approved, and shared promptly with those involved in delivering care.

Each Personal Plan includes simple, practical contingencies for foreseeable scenarios (for example, no-answer at the door, sudden illness, care refusal, equipment failure, severe weather), with named contacts and decision points. Staff follow these steps and record actions taken; any use of contingency plans is reviewed at the next meeting to strengthen future responses.

4.4 Staff Introduction and Service Commencement

Before regular care visits commence, {{org_field_name}} takes deliberate steps to ensure the service user is comfortable with the assigned care staff and that our staff are fully prepared to support the individual. A positive introduction sets the tone for a trusting care relationship. To facilitate a smooth start of service, we undertake the following:

Our aim is that by the time regular service begins, the service user feels they already know us and have confidence in the team providing their care. Any lingering questions or adjustments can be addressed promptly. We remain flexible in the initial days of service – for example, if the service user decides they would prefer visits at slightly different times or has a request for a different caregiver, we will do our best to accommodate these preferences early on.

4.5 Ongoing Monitoring and Initial Review

From day one, care workers capture observations in visit notes and flag variances from the plan immediately to coordination. Coordinators sample first-week notes daily (or via the e-system dashboard) to spot trends, contact the person for a wellbeing check within the first week, and adjust the plan as needed. This early-phase feedback loop is mandatory and documented. Our approach includes:

By diligently monitoring and reviewing the care provided, {{org_field_name}} ensures that any issues are promptly resolved and that each service user continues to receive the most appropriate, effective care as time goes on. Our goal is to foster a positive, ongoing care relationship where the service user feels heard and cared for, not just at the start but throughout their time with us.

4.6 Service User Rights, Advocacy, and Safeguarding

From the very outset of the onboarding process, {{org_field_name}} emphasizes the rights of the service user and our commitment to safeguard their well-being. We make sure that new service users (and their families, where appropriate) are educated about their rights and know how to voice their concerns. The following rights are explained during onboarding (both verbally and in writing, via the information pack and service agreement):

In addition to these rights, we also inform service users about their right to access advocacy services. If a person has difficulty understanding the information we provide or needs support to express their wishes (especially those who may not have family to assist), we will help connect them with an independent advocate, in line with the Social Services and Well-being (Wales) Act’s provisions for advocacy. The advocate can support them during assessments, care planning, or if they ever want to complain or appeal decisions.

Safeguarding is a fundamental part of our onboarding discussions. We explain to the service user (in an appropriate way, considering their capacity and insight) that {{org_field_name}} has a zero tolerance for abuse or neglect. We outline what safeguarding means: protecting them from harm, whether it’s from a caregiver, family member, stranger, or even self-neglect. Key points we cover:

Finally, we align this section with key policies such as our Safeguarding Adults from Abuse and Improper Treatment Policy (DCW13) which provides more detailed guidance to staff on how to prevent, detect, and act on abuse, including during the onboarding phase. The service user is made aware that this policy exists and that our staff are following it to protect them. We also mention the Mental Capacity and Deprivation of Liberty Safeguards Policy (DCW39) – relevant if their care might involve any level of restrictive practice for safety, though in domiciliary care DoLS would rarely apply except perhaps via Court of Protection if needed for live-in care, etc. We simply assure them that any such measures would be legally compliant and in their best interests, with proper authorisation.

{{org_field_name}} actively offers independent advocacy where a person has substantial difficulty engaging or lacks an appropriate representative. We record advocacy referrals and ensure advocates receive the information necessary (with consent) to support the person in assessments, planning and reviews.

4.7 Staff Roles and Responsibilities in Onboarding

{{org_field_name}} maintains a complete onboarding trail comprising: the enquiry record; information-pack issue log; consent forms; the full assessment and risk assessments (including any manual-handling or pressure-risk tools used); the signed Personal Plan with version history; evidence of staff briefing/competence for any clinical or equipment tasks; initial-phase contact logs; and review minutes/action plans. Each Personal Plan update is versioned, dated, signed, and cross-referenced in the home/EVV records so staff always act on the latest instructions.

All staff involved in onboarding are expected to work as a cohesive team, maintaining clear communication with one another. For example, the Care Coordinator should relay any changes from the review back to the care workers promptly, and care workers should not hesitate to contact the Coordinator/Manager if they encounter any issue during a visit. By each fulfilling their responsibilities, our team ensures that the new service user’s introduction to {{org_field_name}} is handled professionally, caringly, and effectively.

4.8 Communication and Consent

Welsh language needs are planned for proactively under the Active Offer. This includes allocating Welsh-speaking care staff where requested/appropriate, ensuring written information and the Personal Plan are available in Welsh, and recording any language preferences or dialect notes in the communication section of the plan. Where a Welsh speaker cannot be allocated immediately, we agree an interim arrangement and timescale to resolve.

Where recording devices (e.g., CCTV, smart speakers) are present in the home, {{org_field_name}} discusses and records the service user’s wishes and privacy expectations, including whether audio/video may capture care. Staff will not be recorded covertly. The Personal Plan notes any agreed arrangements and how privacy and dignity will be protected during personal care.initial review

Effective communication and proper consent are the backbone of our onboarding process. {{org_field_name}} is committed to engaging with service users (and their families) in a clear, respectful manner, and ensuring that all care and support provided is based on informed consent. Key practices in communication and consent include:

By prioritizing effective communication and robust consent procedures, we uphold the individual’s rights and lay the groundwork for a trusting relationship. The service user is not just a passive recipient of care; they are an informed partner in the planning and delivery of their support.

4.9 Documentation and Record-Keeping

Accurate documentation is critical during the onboarding of a new service user. {{org_field_name}} maintains a comprehensive record of each step in the onboarding process, both to ensure continuity of care and to demonstrate compliance with regulatory requirements. All documentation is treated confidentially and stored securely, in accordance with our data protection policies. Key documents and record-keeping practices include:

In summary, our meticulous approach to documentation and record-keeping during onboarding serves several purposes: it guides our staff in delivering consistent care, it informs the service user and allows them to verify what’s agreed, and it provides transparency and accountability for our organization. Good records ultimately support good care.

5. Related Policies

This New Service User Onboarding Policy interlinks with a range of other {{org_field_name}} policies and procedures. Together, these provide a coherent framework for delivering safe, person-centred care right from the start of service. Staff should be aware of the following related policies, which offer more detailed guidance on specific areas touched by the onboarding process:

Staff involved in onboarding should be familiar with the above policies. These documents offer deeper operational guidance and should be consulted as needed to ensure that every aspect of bringing a new service user into our care is handled according to best practice and regulatory standards.

6. Policy Review

{{org_field_name}} will review this New Service User Onboarding Policy at least annually, to ensure it remains up-to-date with current laws, regulations, and best practices. The Registered Manager (or designated quality lead) is responsible for initiating the review, with oversight from the Responsible Individual as required.

However, the policy may be reviewed sooner than annually under certain circumstances, including:

Any revisions to the policy will be documented with a new version number and date. We will communicate significant changes to all staff (through training sessions or memos) and ensure they understand new procedures. Where changes directly affect service users or their representatives, we will also inform them in an appropriate manner (for example, providing a revised Service User Guide excerpt if the process for them changes).

By regularly reviewing and updating this policy, {{org_field_name}} ensures that our approach to onboarding new service users remains effective, person-centred, and fully compliant with the latest requirements and expectations. All staff are expected to stay informed of the current policy and to implement it consistently. Compliance with this policy forms part of our quality assurance and will be monitored by management and through CIW inspections.

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.

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