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{{org_field_name}}

Registration Number: {{org_field_registration_no}}

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Best Practice in Key Workers Policy

1. Purpose

The purpose of this policy is to ensure that the Key Worker system at {{org_field_name}} is effectively implemented, providing person-centred, consistent, and compassionate care to the people we support. The Key Worker system ensures that each individual has a dedicated staff member responsible for coordinating and overseeing their care, ensuring their needs, preferences, and well-being are prioritised.

This policy ensures that:

• The Key Worker role is clearly defined and embedded in care practice.
• People we support receive continuity of care from a trusted staff member.
• Care is delivered in line with CQC Fundamental Standards, particularly:
  • Regulation 9 (Person-Centred Care), ensuring care is tailored to the individual​.
  • Regulation 10 (Dignity and Respect), ensuring people we support are treated with compassion​.
  • Regulation 13 (Safeguarding Service Users from Abuse and Improper Treatment), protecting individuals from harm​.
  • Regulation 17 (Good Governance), ensuring clear roles, documentation, and accountability​.
• Staff understand their responsibilities as Key Workers and receive the necessary training and support.
• Communication between staff, people we support, and families is enhanced.

2. Scope

This policy applies to:

• All Key Workers at {{org_field_name}}, ensuring they are trained and supported to fulfil their role effectively.
• People we support, ensuring that each individual has a named Key Worker who is responsible for their care coordination.
• Families, advocates, and other stakeholders, ensuring they know who to contact regarding an individual’s care.
• The management team, responsible for overseeing the Key Worker system and providing supervision.

3. Legal and Regulatory Compliance

This policy aligns with:

• Health and Social Care Act 2008 (Regulated Activities) Regulations 2014:
  • Regulation 9 (Person-Centred Care) – Key Workers ensure each person’s care plan reflects their needs and preferences​.
  • Regulation 10 (Dignity and Respect) – Key Workers promote dignity and emotional well-being​.
  • Regulation 13 (Safeguarding) – Key Workers identify and report any safeguarding concerns​.
  • Regulation 17 (Good Governance) – Ensures proper record-keeping, monitoring, and accountability of Key Worker roles​.
• Mental Capacity Act 2005 – Ensures individuals’ rights and choices are respected, with appropriate decision-making support when needed.
• Equality Act 2010 – Ensures the Key Worker system is inclusive and does not discriminate based on race, gender, disability, or background.

4. Managing the Key Worker System Efficiently

4.1. Role and Responsibilities of a Key Worker

A Key Worker is assigned to each person we support and serves as their main point of contact for care-related matters. The Key Worker is responsible for:

• Building a trusting relationship with the individual, promoting emotional well-being and security.
• Understanding and documenting personal preferences, routines, and cultural needs to ensure truly person-centred care.
• Overseeing the care plan, ensuring it is regularly reviewed, updated, and meets the person’s evolving needs.
• Communicating with family members, advocates, and external professionals, ensuring a coordinated approach to care.
• Supporting emotional and social well-being, encouraging meaningful activities and community engagement.
• Identifying and escalating concerns, including changes in health, safeguarding risks, or dissatisfaction with care.
• Facilitating independence, supporting individuals in making their own choices and decisions where possible.

4.2. Assigning Key Workers

• Each person we support is assigned a Key Worker upon admission, considering:
  • Personality and compatibility with the individual.
  • Language and communication preferences.
  • Cultural and religious background.
  • Specialist knowledge or training required for specific care needs.
• Where possible, individuals are involved in selecting their Key Worker to ensure they feel comfortable and supported.
• The Registered Manager oversees Key Worker allocations, ensuring workloads are balanced and all staff receive appropriate supervision and support.

4.3. Induction and Training for Key Workers

All Key Workers must complete training covering:

• Person-Centred Care and Care Planning.
• Safeguarding and Recognising Signs of Abuse.
• Confidentiality and GDPR Compliance.
• Effective Communication Skills, including active listening and supporting decision-making.
• Equality, Diversity, and Inclusion.
• Supporting Emotional Well-being and Mental Health Awareness.

Ongoing refresher training ensures Key Workers remain competent and confident in their role.

4.4. Building Relationships and Supporting Emotional Well-being

• Key Workers must develop trusting and respectful relationships with the individuals they support.
• They should encourage open discussions about care preferences, ensuring individuals feel heard and valued.
• Emotional well-being support includes:
  • Encouraging participation in hobbies and social activities.
  • Providing comfort and reassurance during difficult times (e.g., illness, bereavement).
  • Advocating for the individual’s needs and wishes in care decisions.

4.5. Communication and Coordination

• Key Workers must maintain regular communication with:
  • The individual receiving care, ensuring they feel informed and involved.
  • Family members and advocates, updating them on progress and concerns (with consent).
  • The wider care team, ensuring seamless care delivery.
  • External healthcare professionals, such as GPs, physiotherapists, and social workers.
• Care records and notes must be updated promptly, ensuring accurate documentation of:
  • Care plan changes.
  • Health and well-being updates.
  • Important conversations and preferences.

4.6. Monitoring and Supervision of Key Workers

• The Registered Manager conducts regular supervision meetings with Key Workers to:
  • Address any challenges or concerns.
  • Ensure Key Workers feel supported and receive additional training if needed.
  • Monitor the quality and impact of care delivered.
• Feedback is gathered from:
  • People we support, ensuring satisfaction and comfort with their Key Worker.
  • Families and advocates, providing insights into how well needs are being met.
  • Other staff members, ensuring collaborative teamwork.

4.7. Review and Reallocation of Key Workers

• A person’s Key Worker may change if:
  • The individual requests a change due to personal preference.
  • There is a change in care needs requiring a different skill set.
  • The Key Worker leaves or moves to another role.
• If a reallocation occurs, the transition is managed sensitively, ensuring:
  • A handover meeting takes place between the old and new Key Worker.
  • The individual is involved in discussions about their new Key Worker.
  • Key information is accurately transferred, maintaining continuity of care.

5. Related Policies

This policy should be read in conjunction with:

• CH07 – Person-Centred Care Policy​.
• CH08 – Dignity and Respect Policy​.
• CH13 – Safeguarding Adults from Abuse and Improper Treatment Policy​.
• CH17 – Infection Prevention and Control Policy​.
• CH27 – Staff Supervision, Training, and Development Policy​.

6. Policy Review

This policy will be reviewed annually, or sooner if legislative changes or feedback indicate improvements are needed. Any updates will be communicated to all staff.

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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.