CH204-Internet Access for People Policy

Registration Number: {{org_field_registration_no}}

Internet Access for People Policy

1. Purpose

The purpose of this policy is to outline how {{org_field_name}} supports and facilitates safe, informed, and person-centred access to the internet for individuals receiving care in their own homes. We are committed to reducing digital exclusion, promoting independence, and ensuring that people we support can benefit from online services, information, and social interaction, while safeguarding their privacy, dignity, and safety. This policy is developed in accordance with the principles of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014, including Regulation 9 (Person-Centred Care), Regulation 10 (Dignity and Respect), Regulation 11 (Need for Consent), and Regulation 13 (Safeguarding from Abuse and Improper Treatment).

2. Scope

This policy applies to all domiciliary care staff, including care workers, support workers, and volunteers who may be asked to support an individual in accessing or using the internet as part of their care package. It also applies to any technology-related support provided during visits, including the use of tablets, smartphones, or smart home devices.

3. Related Policies

CH07-Person-Centred Care Policy
CH09-Consent to Care Policy
CH13-Safeguarding Adults from Abuse and Improper Treatment Policy
CH18-Risk Management and Assessment Policy
CH34-Confidentiality and Data Protection (GDPR)-Service User Policy
CH42-Communication and Engagement with Service Users and Families Policy

4. Policy Statement

{{org_field_name}} recognises the internet as a vital tool in modern society for communication, accessing services, maintaining relationships, entertainment, and education. We support people to use the internet in line with their preferences, abilities, and support needs. Our approach is guided by principles of empowerment, respect, and safety. We ensure that appropriate safeguards are in place to protect against online abuse, exploitation, and misinformation, while promoting autonomy and choice.

5. Key Principles and Implementation

a. Person-Centred Access
We assess each person’s interest, capability, and preferences regarding internet use during the care planning process. Where appropriate, internet access is included as part of their personalised care plan. This may include support with video calls, browsing the internet, using email, accessing digital services (e.g. GP portals, online shopping), or managing personal accounts. Any barriers to access—such as lack of equipment or confidence—are identified, and options for support are explored in partnership with the person or their representative.

b. Consent and Capacity
Support to use the internet is only provided with the person’s informed consent. If the person lacks capacity to consent to specific online activities, we apply the Mental Capacity Act 2005 principles and make best interest decisions involving relevant others such as family, advocates, or the local authority. Consent must be clearly documented in the care plan and revisited regularly.

c. Online Safety and Safeguarding
All staff are trained to recognise signs of online abuse or exploitation, including scams, phishing attempts, and grooming. Where a risk is identified, staff must report this immediately in line with our safeguarding procedures and escalate to the {{org_field_safeguarding_lead_name}}, {{org_field_safeguarding_lead_role}}. We promote online safety by guiding individuals on secure websites, safe passwords, and avoiding sharing sensitive personal or financial information. We do not support people to make online payments unless explicitly authorised in the care plan and under strict safeguards.

d. Staff Support and Boundaries
Staff may support individuals to use the internet by guiding them through devices, reading web pages, setting up video calls, or showing them how to access health-related information. However, staff must not use their own personal devices, social media accounts, or email addresses to support individuals. Staff must maintain professional boundaries and only use the person’s approved devices and accounts. Staff must not store or retain any passwords or personal information unless authorised by the person and recorded appropriately.

e. Equipment and Technical Support
Individuals are responsible for providing their own internet connection and devices. Where {{org_field_name}} assists in purchasing or setting up equipment, this is done in consultation with the person and their representatives. We ensure that devices are configured safely, with accessible settings, and support is given only within the boundaries of our role. Any need for specialist digital training or troubleshooting is referred to external providers, local authority digital inclusion programmes, or trusted sources.

f. Access to Health and Public Services Online
We support individuals in using the internet to access NHS services, order prescriptions, attend online consultations, or use government websites for information or services. Staff do not act on behalf of individuals unless clearly authorised, and all interactions are recorded transparently in the care notes. Where applicable, we ensure staff guide the individual rather than make decisions or complete forms on their behalf.

g. Monitoring and Review
The person’s internet use and support needs are reviewed regularly during care plan reviews or after any incident. If risks increase or additional support is needed, the care plan and risk assessments are updated accordingly. Any incidents involving online harm or concerns about inappropriate content must be reported using our incident reporting procedures.

h. Privacy and Confidentiality
All staff must respect the privacy of individuals during online use and must not view, share, or comment on content unless explicitly invited and necessary for care. Confidentiality must be maintained at all times, and any data handled during online sessions must be protected in accordance with GDPR and our data protection policies.

i. Digital Inclusion and Empowerment
We actively promote digital inclusion for older people, people with disabilities, and individuals who may otherwise be digitally excluded. We liaise with local services, charities, and community groups to help individuals build digital confidence, access devices, and benefit from online learning, communication, and entertainment in line with their interests and goals.

6. Staff Training and Responsibilities

All care staff receive training in digital safety, cyber awareness, and online safeguarding. Staff are responsible for supporting internet access within the boundaries of their role and reporting any concerns promptly. The Registered Manager {{org_field_registered_manager_first_name}} {{org_field_registered_manager_last_name}} ensures this policy is implemented effectively and consistently across all home care settings.

7. Policy Review

This policy will be reviewed annually or earlier in response to changes in legislation, technology, CQC guidance, or identified service improvements. All staff will be informed of updates and supported with additional training if required.

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.