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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 establish a transparent, accessible, and inclusive environment at {{org_field_name}} where individuals using our service, their families, staff, professionals, and visitors feel welcome to communicate openly with the management team. This Open Door Policy encourages honest dialogue, early resolution of concerns, a culture of mutual respect, and continuous improvement in line with the Regulation and Inspection of Social Care (Wales) Act 2016 and CIW’s core principles of openness, accountability, and person-centred care. The policy is also aligned with the Social Services and Well-being (Wales) Act 2014 which emphasises voice, choice, and control for individuals receiving care.

2. Scope

This policy applies to everyone who interacts with {{org_field_name}}. It is relevant to residents, relatives, friends, visiting professionals, staff at all levels, contractors, volunteers, and CIW inspectors. It also guides the conduct and responsibilities of the Registered Manager, Responsible Individual, senior carers, and team leaders in maintaining an open and approachable leadership culture.

3. Related Policies

This policy should be read in conjunction with:
CHW04 – Good Governance
CHW07 – Person-Centred Care Policy
CHW08 – Dignity and Respect Policy
CHW14 – Receiving and Acting on Complaints Policy
CHW27 – Staff Supervision, Training, and Development Policy
CHW29 – Whistleblowing (Speaking Up) Policy
CHW35 – Duty of Candour Policy
CHW42 – Communication and Engagement with Service Users and Families Policy

4. Policy Statement and Procedures

4.1 Promoting Accessibility and Approachability
At {{org_field_name}}, the Registered Manager, {{org_field_registered_manager_first_name}} {{org_field_registered_manager_last_name}}, and all members of the senior team maintain an open-door approach during working hours. This means that individuals can approach them freely, without an appointment, to discuss any matter of importance. A sign indicating the availability of the Registered Manager is placed outside their office. If the manager is unavailable, a senior member of staff is always designated to receive queries or concerns. We make it clear through induction, noticeboards, and conversations that there are no barriers to communication and that every voice matters.

4.2 Creating a Culture of Openness and Trust
This policy is not only about physical accessibility to the office but about fostering a psychologically safe and welcoming culture. Staff are encouraged to speak openly about their ideas, suggestions, or concerns without fear of retribution. Similarly, individuals using the service and their families are regularly reminded that they have a right to raise any matter with management at any time. We promote open dialogue through regular resident and relatives’ meetings, staff meetings, suggestion boxes, and informal feedback opportunities. Our management team leads by example in being visible, compassionate, and responsive.

4.3 Early Identification and Resolution of Issues
By maintaining an open-door approach, we aim to identify and resolve concerns before they escalate into complaints. All team leaders and care staff are trained to listen actively and escalate any issue to the appropriate person without delay. When someone brings an issue forward, we acknowledge it, listen fully, and either resolve it on the spot or agree on a follow-up time. Records are kept of the concern and actions taken, in accordance with CHW14 – Receiving and Acting on Complaints Policy and CHW35 – Duty of Candour Policy where required.

4.4 Empowering Individuals Using Our Service
Individuals in our care are given frequent reassurance that they can speak to any member of staff about anything that is bothering them, and that their comments will be taken seriously. For residents with communication difficulties, visual aids, talking mats, and support from key workers or advocates are used to ensure they are heard. We regularly ask open-ended questions during care planning and reviews to encourage feedback. All efforts are made to ensure residents feel confident and safe to express preferences or raise concerns, particularly in one-to-one settings.

4.5 Supporting Staff to Use the Open Door Policy
All staff are trained during induction and ongoing development to understand the importance of open communication. The Open Door Policy is reinforced during supervision sessions, team meetings, and through daily practice. Staff are reminded that they can speak to the Registered Manager or Responsible Individual about anything affecting their wellbeing, performance, morale, or the quality of care being provided. Staff may also be accompanied by a colleague if they wish to raise a sensitive issue, and we support a no-blame culture that encourages reflective practice and learning.

4.6 Integration with Whistleblowing and Safeguarding Procedures
The Open Door Policy complements but does not replace formal processes such as safeguarding or whistleblowing. If a concern involves abuse, serious misconduct, or malpractice, it must be reported immediately to the Safeguarding Lead, {{org_field_safeguarding_lead_name}}, in their role as {{org_field_safeguarding_lead_role}}, or reported externally to {{org_field_local_authority_authority_name}}. Likewise, if an employee wishes to raise a protected disclosure, they may do so in confidence following CHW29 – Whistleblowing Policy. Our management team will never obstruct or penalise anyone for raising genuine concerns.

4.7 Recording and Reviewing Concerns Raised Informally
Although informal discussions may not follow the same documentation processes as formal complaints, we ensure that a summary is recorded on the appropriate internal log, safeguarding file, or resident notes, depending on the nature of the issue. This ensures we can track themes, patterns, and service risks. The Registered Manager reviews informal feedback weekly and brings any learning points to senior leadership meetings and the Quality of Care Review. Where applicable, outcomes are shared with individuals involved, and follow-up support is offered.

4.8 Communication and Promotion of the Policy
This policy is shared with new staff at induction and highlighted in the Staff Handbook. Individuals and families are informed of the Open Door Policy upon admission and through welcome packs, noticeboards, care planning conversations, and newsletters. We encourage all visitors to raise concerns directly and to feel reassured that they are welcomed and respected. Translators, advocates, and support tools are made available for individuals with specific communication needs. This approach supports our commitment to accessibility, equity, and inclusion.

4.9 Supporting CIW Inspections and External Visitors
During CIW inspections, we maintain full openness with inspectors. The Registered Manager makes themselves available to answer questions, provide documents, and facilitate access to staff and residents. Inspectors are encouraged to speak with anyone they wish, and any queries raised during inspection are followed up promptly. The Open Door Policy reassures CIW that we are continuously listening, learning, and improving based on feedback and lived experience.

5. Policy Review

This policy will be reviewed annually or sooner if there are changes in regulatory expectations, feedback from CIW, or significant events that require a review of communication systems.

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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.