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{{org_field_name}}

Registration Number: {{org_field_registration_no}}

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Open Door Policy

1. Purpose

The purpose of this policy is to ensure that {{org_field_name}} fosters a transparent, supportive, and inclusive working environment, where employees, service users, their families, and external stakeholders feel comfortable raising concerns, sharing ideas, and providing feedback. This Open Door Policy is designed to encourage open communication, trust, and a culture of continuous improvement within our organisation.

This policy ensures that:

• All staff feel valued, supported, and empowered to voice concerns or ideas.
• Service users and families have direct access to management, promoting trust and transparency.
• Potential issues are identified early and addressed proactively, ensuring the highest quality of care.
• Communication between employees, management, and service users remains open and constructive.
• Regulatory compliance with Care Inspectorate Wales (CIW) standards is upheld, ensuring a well-managed, person-centred care service.

This policy aligns with:

• The Regulation and Inspection of Social Care (Wales) Act 2016.
• The Social Services and Well-being (Wales) Act 2014, promoting a person-centred approach.
• Care Inspectorate Wales (CIW) workforce and governance regulations.
• The Equality Act 2010, ensuring an inclusive and fair approach.
• The Public Interest Disclosure Act 1998, protecting whistleblowers and promoting safe reporting of concerns.

2. Scope

This policy applies to:

• All employees of {{org_field_name}}, including care workers, supervisors, and management.
• Service users, their families, and advocates who wish to raise concerns, suggestions, or feedback.
• External stakeholders, including healthcare professionals, local authorities, and regulators.

This policy covers:

• Access to management for employees, service users, and families.
• Confidentiality and safeguarding of reported concerns.
• Processes for addressing feedback, concerns, and suggestions.
• Protection against retaliation for raising concerns.

3. Policy Statement

{{org_field_name}} is committed to maintaining a culture of openness, honesty, and responsiveness. Our Open Door Policy ensures that:

• All employees, service users, and external stakeholders feel confident in expressing concerns, ideas, and feedback.
• Managers are accessible, approachable, and responsive to concerns.
• Feedback mechanisms are clearly defined and respected.
• Concerns are addressed efficiently, fairly, and confidentially.

4. Managing the Open Door Policy Efficiently

4.1. Encouraging Open Communication

To ensure effective communication, {{org_field_name}} will:

• Encourage employees to discuss workplace concerns directly with management.
• Provide a safe space for service users and families to raise issues regarding their care.
• Promote a no-blame culture, ensuring that concerns and ideas are received positively.
• Ensure managers have an ‘open door’ policy in practice, making themselves available for discussions when needed.

All communication will be handled professionally and respectfully, promoting a culture of mutual trust.

4.2. Raising Concerns: How to Access Management

Staff, service users, and stakeholders can raise concerns or feedback in various ways:

For Employees

• Face-to-face discussions with their line manager or senior staff.
• Scheduled meetings for discussing work-related concerns or ideas.
• Written communication via email or internal feedback forms.
• Anonymous feedback boxes, ensuring a safe way to report concerns.
• Formal grievance procedures, if necessary, in line with the Workplace Grievance Policy (DCW28).

For Service Users and Families

• Direct communication with their assigned care worker.
• Meetings with care coordinators or the Registered Manager.
• Service user feedback forms, allowing confidential reporting.
• Complaints procedures, following the Receiving and Acting on Complaints Policy (DCW14).

For External Stakeholders

• Scheduled meetings or communication with management.
• Formal written correspondence, ensuring concerns are documented.
• CIW reporting channels, where applicable.

All concerns raised will be acknowledged within 48 hours and addressed in a timely and professional manner.

4.3. Confidentiality and Safeguarding

All discussions under the Open Door Policy will be handled with strict confidentiality, except in cases where:

• There is a safeguarding concern (e.g., risk of harm to a service user).
• There is a legal obligation to share information (e.g., a regulatory investigation).
• The concern raised requires wider discussion to implement changes or improvements.

Where safeguarding issues arise, concerns will be escalated following the Safeguarding Adults from Abuse and Improper Treatment Policy (DCW13).

4.4. Handling and Resolving Concerns

Concerns and feedback will be managed in the following structured way:

1. Acknowledgment – Concerns will be acknowledged within 48 hours.
2. Assessment – The issue will be reviewed, and a manager will determine the necessary actions.
3. Investigation (if required) – Further investigation will take place for serious concerns or complaints.
4. Resolution and Response – The individual who raised the concern will be informed of actions taken and any outcomes.
5. Ongoing Monitoring – Changes or improvements made as a result of feedback will be reviewed periodically.

All concerns will be documented, reviewed, and monitored for service improvement purposes.

4.5. Protection Against Retaliation

{{org_field_name}} maintains a zero-tolerance policy for retaliation against employees, service users, or stakeholders who raise concerns. This includes:

• Protection under whistleblowing laws, ensuring employees can report concerns without fear of punishment.
• Strict confidentiality measures, preventing discrimination against those who voice concerns.
• A clear escalation process, allowing concerns to be raised with CIW if needed.

Any retaliation against an individual for raising a legitimate concern will result in disciplinary action.

4.6. Monitoring and Continuous Improvement

To ensure the effectiveness of this policy, {{org_field_name}} will:

• Conduct regular reviews of open-door communication practices.
• Gather feedback from employees and service users on accessibility and effectiveness.
• Identify trends in concerns raised, implementing changes where necessary.
• Report to senior management and CIW, where required, on improvements made.

5. Related Policies

This policy aligns with:

• Receiving and Acting on Complaints Policy (DCW14) – Ensuring service users have a structured way to raise concerns.
• Whistleblowing Policy (DCW29) – Protecting employees who report serious concerns.
• Equality, Diversity, and Inclusion Policy (DCW30) – Ensuring fair and non-discriminatory access to communication.
• Safeguarding Adults from Abuse and Improper Treatment Policy (DCW13) – Ensuring the safety of vulnerable individuals.
• Staff Supervision, Training, and Development Policy (DCW27) – Supporting staff in open communication and development.

6. Policy Review

This policy will be reviewed annually or sooner if required due to:

• Changes in CIW regulations or employment laws.
• Feedback from employees, service users, or stakeholders.
• Identified improvements in internal 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}}
Copyright © {{current_year}} – {{org_field_name}}. All rights reserved.