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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 Open Door Policy is to foster a culture of transparency, accessibility, and open communication within {{org_field_name}}. This policy ensures that all employees, people we support, their families, and external stakeholders feel valued, heard, and empowered to voice concerns, share feedback, or seek guidance without fear of discrimination or retaliation.

This policy aligns with Care Inspectorate Scotland regulations, the Health and Social Care Standards (Scotland), and the Scottish Social Services Council (SSSC) Codes of Practice, which promote inclusive communication, mutual respect, and a person-centred approach in care settings.

2. Scope

This policy applies to:

• All employees, including management, care workers, and administrative staff.
• People we support and their representatives (family members, advocates, or guardians).
• External stakeholders, including regulators, community partners, and inspectors.

It covers:

• How employees can approach management with concerns, suggestions, or requests.
• How people we support and their families can raise issues or provide feedback.
• How the organisation ensures accessibility, responsiveness, and confidentiality when managing open-door conversations.

3. Responsibilities

Management Responsibilities

Managers must:

• Be available and accessible to employees and people we support.
• Foster a positive work environment where employees feel comfortable expressing concerns or ideas.
• Address issues promptly and fairly, ensuring no employee, service user, or family member faces retaliation for raising concerns.
• Maintain confidentiality where necessary, ensuring sensitive matters are handled professionally.
• Regularly communicate with staff and service users, encouraging engagement through meetings, feedback sessions, and one-on-one conversations.

Employee Responsibilities

Employees must:

• Feel confident in approaching management with concerns, ideas, or feedback.
• Use the open-door approach constructively, following appropriate escalation channels when necessary.
• Respect confidentiality and professional boundaries when discussing sensitive topics.
• Participate in a culture of transparency and mutual respect, supporting colleagues and management in creating an open, communicative work environment.

People We Support and Their Families

People we support and their families are encouraged to:

• Communicate any concerns, preferences, or feedback openly to improve the quality of care.
• Engage with care staff and management in a constructive manner to resolve issues collaboratively.
• Understand their rights to advocacy and complaint procedures, ensuring they receive person-centred care that aligns with their needs.

4. How the Open Door Policy Works

4.1 Accessibility and Availability

To ensure accessibility, all managers and senior staff will:

• Have an open-door period where employees and service users can speak with them without prior appointments.
• Offer alternative communication methods, including email, phone calls, and scheduled meetings, for those unable to attend in person.
• Provide private, safe spaces for discussions that involve confidential or sensitive issues.

4.2 Encouraging Open Communication

{{org_field_name}} actively encourages communication by:

• Holding regular staff check-ins and service user forums to proactively address concerns.
• Implementing a suggestion system where employees and people we support can anonymously share feedback.
• Training all staff on active listening, conflict resolution, and respectful communication to support open conversations.

4.3 Handling Concerns and Feedback

Concerns raised under the Open Door Policy must be:

1. Acknowledged promptly – Managers must acknowledge receipt of a concern within 48 hours.
2. Discussed confidentially – Conversations should occur in a safe and private setting when necessary.
3. Resolved efficiently – Where possible, concerns should be addressed within seven working days. If further investigation is required, management will provide a clear timeline for resolution.
4. Documented appropriately – Managers should keep records of key concerns and actions taken, ensuring compliance with regulatory requirements.

5. Safeguarding and Confidentiality

• Employees and people we support should feel safe from retaliation when raising concerns. No individual should experience discrimination, bullying, or negative treatment for speaking up.
• Confidentiality must be maintained unless:
  • A safeguarding concern arises that requires escalation.
  • Legal or regulatory obligations require disclosure.
  • The person raising the concern consents to further sharing of information.

If a safeguarding issue is disclosed, the concern will be escalated following {{org_field_name}}’s Safeguarding Policy and in accordance with the Adult Support and Protection (Scotland) Act 2007.

6. Escalation Procedures

If an individual is unsatisfied with the response received under this policy, they can escalate their concerns by:

1. Speaking to a more senior manager or director within {{org_field_name}}.
2. Requesting a formal review of their concern.
3. Lodging a formal grievance (for employees) in line with the Grievance Policy.
4. Raising the issue with an external body, such as:
   • Care Inspectorate Scotland (for concerns about care quality).
   • SSSC (Scottish Social Services Council) (for professional conduct concerns).
   • ACAS (Advisory, Conciliation and Arbitration Service) (for employment disputes).

7. Training and Awareness

To ensure the effective implementation of this policy, all employees and managers will receive training on:

• How to encourage and manage open-door conversations professionally.
• How to handle complaints and concerns sensitively and effectively.
• How to identify safeguarding disclosures and escalate appropriately.
• How to document and follow up on concerns while maintaining confidentiality.

Refresher training will be conducted annually or sooner if needed.

8. Monitoring and Continuous Improvement

To ensure the Open Door Policy remains effective:

• Feedback will be collected regularly from employees, people we support, and families to assess the policy’s impact.
• Management will review open-door discussions and any trends in reported concerns, ensuring that issues are proactively addressed.
• Any policy updates will be communicated to all stakeholders to maintain transparency.

9. Related Policies

This policy should be read alongside:

• Whistleblowing Policy
• Grievance and Complaints Policy
• Safeguarding Policy
• Equality and Diversity Policy
• Staff Training and Development Policy

10. Policy Review

This policy will be reviewed annually or sooner if:

• New legislation or Care Inspectorate guidance requires updates.
• Feedback from employees or service users suggests changes are needed.
• An issue arises that necessitates a revision to improve the policy’s effectiveness.

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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.