CH154-New Service User Onboarding Policy

Registration Number: {{org_field_registration_no}}

New Service User Onboarding Policy

1. Purpose

The purpose of this policy is to ensure that the onboarding process for every new individual supported by {{org_field_name}} is safe, person-centred, dignified, and effective. The onboarding process marks the beginning of the individual’s journey with us and is crucial for building trust, assessing needs, and ensuring seamless delivery of personalised care. This policy ensures compliance with Regulation 9 (Person-Centred Care), Regulation 12 (Safe Care and Treatment), Regulation 11 (Need for Consent), and Regulation 17 (Good Governance) of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014.

2. Scope

This policy applies to all individuals referred to or choosing to receive care and support from {{org_field_name}}, including self-funded, local authority-funded, and NHS-referred people. It applies to all staff responsible for assessments, care planning, administration, and delivery of care. This policy covers initial contact, assessment, consent, care planning, service agreement, introduction to staff, and the start of care delivery. It also includes processes for people transitioning from hospital or other services.

3. Related Policies

This policy should be read in conjunction with:

CH06 – Compliance with the Care Act 2014 Policy
CH07 – Person-Centred Care Policy
CH09 – Consent to Care Policy
CH11 – Safe Care and Treatment Policy
CH13 – Safeguarding Adults from Abuse and Improper Treatment Policy
CH36 – Initial Assessment and Care Planning Policy
CH42 – Communication and Engagement with Service Users and Families Policy

4. Initial Contact and Referral

The onboarding process begins with a referral or enquiry. This may come from the individual, a family member, a healthcare professional, a local authority, or an advocacy organisation. A dedicated onboarding officer or care coordinator responds promptly, providing clear information about our services, values, and expectations. At this stage, we record initial details, understand the reason for the enquiry, and assess the urgency of the required support. We ensure that communication is accessible, inclusive, and adapted to meet the individual’s needs, including those with communication or cognitive difficulties.

5. Needs Assessment and Risk Assessment

A comprehensive assessment is carried out by a suitably trained and experienced member of staff, usually a senior care coordinator or nurse. The assessment includes physical health, mental wellbeing, mobility, personal care, nutritional needs, medication, cultural preferences, religious beliefs, social history, and environmental considerations. We also carry out a full risk assessment, including manual handling, fire safety, lone working, and infection control. The person being supported is fully involved in the assessment process, along with their family or advocates where appropriate, in line with Regulation 9 and the Mental Capacity Act 2005.

6. Consent and Legal Considerations

All onboarding activities must be based on informed consent. We explain the purpose of the assessment, the intended care support, and the rights of the individual. Consent is documented using our standard forms and signed by the person or their legally authorised representative. Where an individual lacks capacity, decisions are made in their best interest following Mental Capacity Act guidance, including consultation with family, advocates, or legal deputies. All documentation is securely stored in accordance with CH34 – Confidentiality and Data Protection Policy.

7. Person-Centred Care Planning

Following the assessment, a detailed person-centred care plan is created that reflects the individual’s preferences, needs, goals, and any specific instructions. The care plan includes key areas such as daily routines, preferred communication methods, personal history, likes and dislikes, support with personal care, mobility assistance, medication needs, safeguarding arrangements, and emergency contacts. The care plan is reviewed by the Registered Manager and shared with relevant staff prior to the start of care. Individuals are encouraged to actively contribute to their plan and request changes as needed.

8. Service Agreement and Financial Clarity

Before care begins, a Service User Agreement is completed. This includes the agreed care package, financial terms (if applicable), cancellation procedures, and contact details for the Registered Manager and key support staff. We ensure the person understands all aspects of the agreement. Clear, written information is provided in accessible formats. For individuals funded by a third party, we liaise with commissioners to confirm authorisation and agreed rates. The person is provided with a copy of their agreement and a summary of key rights, including how to make a complaint.

9. Introduction to Care Staff

We introduce the person to their designated care team before the first care visit, either in person or virtually. Where possible, we match staff to the individual’s preferences, including gender, language, cultural background, or communication style. We ensure that staff are briefed on the care plan, known risks, and preferred routines. Where the individual has anxieties or complex needs, initial visits may be staggered or phased in gradually to build trust. The onboarding officer follows up after the first visit to check satisfaction and resolve any issues promptly.

10. First Week of Care

During the first week, the care plan is closely monitored by the care coordinator or team leader. Daily feedback is collected from care staff, and a review call or visit is conducted with the person to gather their impressions. Any concerns or changes are addressed without delay. This period is considered crucial for rapport building and service validation. If needed, a mini-review is scheduled within seven days to adjust the plan. Feedback is documented and used for service improvement.

11. Documentation and Record Keeping

All documents related to onboarding—including assessments, risk evaluations, consent forms, care plans, agreements, and communications—are stored securely in the person’s care file and within our digital care management system. These records are regularly reviewed, updated as needed, and audited by the Registered Manager in line with CH17 – Good Governance Policy. We ensure transparency and accessibility for inspectors, commissioners, and legal representatives upon request.

12. Equality, Diversity, and Inclusion

We ensure that onboarding processes are inclusive and respectful of each person’s background, needs, and preferences. Our onboarding team is trained in cultural competence, communication skills, and trauma-informed approaches. We ensure that language needs, accessibility, and health literacy levels are considered in every step of the onboarding process. Reasonable adjustments are made for people with disabilities, sensory impairments, or neurodivergence. No one is excluded based on age, race, religion, gender, sexuality, or social circumstances, in line with CH30 – Equality, Diversity, and Inclusion Policy.

13. Quality Assurance and Continuous Improvement

Onboarding processes are reviewed regularly through internal audits, spot checks, satisfaction surveys, and feedback from the people we support. Any complaints or concerns raised during onboarding are logged and reviewed under CH14 – Complaints Policy. Lessons learned are incorporated into future training and service adjustments. The Registered Manager monitors onboarding metrics such as timeliness, documentation accuracy, and early dropout rates, and reports outcomes as part of our governance framework.

14. Policy Review

This policy will be reviewed annually or earlier if there are changes in legislation, CQC guidance, or significant organisational developments.

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}}
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