CH168-Open Door Policy

Registration Number: {{org_field_registration_no}}

Open Door Policy

1. Purpose

The purpose of this policy is to establish a culture of openness, transparency, and approachability within {{org_field_name}}, where staff, volunteers, people we support, and their families feel comfortable to raise ideas, feedback, concerns, or complaints directly with managers and leadership. This policy supports the development of a healthy workplace culture and aligns with CQC Regulation 17 (Good Governance), Regulation 20 (Duty of Candour), and Regulation 10 (Dignity and Respect). It ensures that concerns are addressed early, feedback is valued, and everyone is heard without fear of dismissal or reprisal.

2. Scope

This policy applies to all staff working within or on behalf of {{org_field_name}}, including care workers, administrative staff, agency workers, students, volunteers, and contractors. It also extends to the people we support, their relatives, representatives, advocates, and visitors. The policy ensures that all individuals, regardless of role or relationship with the service, have the opportunity to engage with the management team freely and safely.

3. Related Policies

This policy should be read in conjunction with the following:

CH14 – Receiving and Acting on Complaints Policy
CH17 – Infection Prevention and Control Policy
CH27 – Staff Supervision, Training, and Development Policy
CH28 – Staff Conduct and Code of Ethics Policy
CH29 – Whistleblowing (Speaking Up) Policy
CH30 – Equality, Diversity, and Inclusion Policy
CH35 – Duty of Candour Policy

4. Statement of Commitment

{{org_field_name}} is committed to being a transparent, responsive, and people-led organisation. We believe that effective communication and early resolution of concerns leads to better relationships, higher staff morale, and improved quality of care. Our Open Door Policy means that any individual can approach a senior member of staff, including the Registered Manager or Deputy Manager, at any time to share feedback, ask questions, or raise issues. We treat all approaches with respect, confidentiality, and without judgement. Everyone will be listened to and responded to promptly and constructively.

5. Implementation and Practice

The Registered Manager, {{org_field_registered_manager_first_name}} {{org_field_registered_manager_last_name}}, ensures that management staff are accessible and visible across the service. Office doors remain open wherever possible during working hours to encourage informal dialogue. Managers make regular visits to homes, attend handovers, and conduct check-ins with staff and people we support. Individuals are encouraged to raise matters directly, in person, by phone, via email, or through scheduled meetings. Where privacy is required, a private space is offered without delay to ensure the conversation is comfortable and confidential.

6. Encouraging Feedback from People We Support and Families

The people we support, and their families or representatives, are reminded regularly that they have the right to speak directly to senior staff about any matter. This includes care concerns, compliments, ideas, or anxieties. Posters displaying the names, photos, and contact details of the Registered Manager and Deputy Manager are placed in prominent areas, along with our feedback contact number {{org_field_phone_no}} and email {{org_field_email}}. Feedback forms are available in accessible formats and can be submitted anonymously if desired. We act on all feedback and ensure that the outcomes are communicated clearly to those who have shared their views.

7. Supporting Staff Communication

All staff are encouraged to communicate freely and openly with their line managers and with senior leadership. During induction, staff are informed of their right to speak up and how to raise issues both informally and formally. Supervision sessions, team meetings, and daily handovers provide regular opportunities for discussion. Staff can also approach the Registered Manager directly without needing to go through their line manager. We actively promote a culture where questions, ideas, and respectful challenge are welcomed as part of reflective practice and service improvement.

8. Links to Whistleblowing and Safeguarding

The Open Door Policy complements but does not replace CH29 – Whistleblowing (Speaking Up) Policy or CH13 – Safeguarding Policy. If a concern relates to abuse, unsafe practice, or unlawful conduct, it may also need to be reported under whistleblowing or safeguarding procedures. Staff are trained to recognise when concerns must be escalated further. No one will be treated unfairly for raising a genuine concern, even if it turns out to be mistaken. Anonymous reporting is also supported, and all concerns are treated seriously and followed up appropriately.

9. Handling and Responding to Open Door Conversations

When someone raises a concern or suggestion via the Open Door Policy, the member of staff receiving it will listen attentively, thank them, and document the matter where appropriate. If the concern can be resolved immediately, the staff member will do so and confirm the outcome with the individual. If the concern requires further action or investigation, it will be recorded and escalated through the appropriate policy route (e.g. complaints, safeguarding). All matters are dealt with in a timely, respectful, and proportionate manner. Individuals are kept informed of progress and outcomes, and their confidentiality is maintained at all times.

10. Promoting a Culture of Openness

We promote our Open Door Policy as part of everyday culture at {{org_field_name}}. It is referenced in training, embedded in staff handbooks, and reinforced through leadership behaviour. Senior leaders lead by example, demonstrating openness, humility, and approachability. The organisation values staff and service user voice as essential to our quality improvement processes. We do not tolerate intimidation, bullying, or reprisals in response to individuals speaking up and take action against any behaviour that undermines this culture.

11. Monitoring and Evaluation

The effectiveness of the Open Door Policy is monitored through staff surveys, supervision feedback, service user satisfaction, and the volume and nature of direct feedback received. The Registered Manager reviews open door feedback logs (where applicable) as part of regular governance meetings and identifies trends or systemic issues. Lessons learned are shared with the team and reflected in service improvements. Where feedback leads to a change in practice or policy, we celebrate and acknowledge those who contributed.

12. Policy Review

This policy will be reviewed annually or earlier if required by changes in CQC guidance, legislation, or internal organisational needs. The review will include feedback from staff and the people we support and will be led by the Registered Manager to ensure the policy remains practical, accessible, and effective.

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.