{{org_field_logo}}

{{org_field_name}}

Registration Number: {{org_field_registration_no}}

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Handling Media Inquiries and Communication Policy

1. Purpose

The purpose of this policy is to ensure that all media inquiries and external communications relating to {{org_field_name}} are handled professionally, consistently, and in a manner that protects the privacy, dignity, and rights of the people we support. This policy aims to minimise reputational risk, ensure legal compliance, and uphold the values of transparency, integrity, and confidentiality. It supports compliance with Regulation 17 – Good Governance and Regulation 20 – Duty of Candour.

2. Scope

This policy applies to all staff, including managers, care staff, contractors, agency staff, and volunteers who may be approached by or communicate with the media or external parties on behalf of {{org_field_name}}. It covers verbal, written, and digital communications including interviews, press statements, social media, and public comments.

3. Related Policies

• CH04 – Good Governance Policy
• CH13 – Safeguarding Adults from Abuse and Improper Treatment Policy
• CH20 – Fire Safety and Evacuation Procedures (for media during incidents)
• CH28 – Staff Conduct and Code of Ethics Policy
• CH34 – Confidentiality and Data Protection (GDPR) – Service User Policy
• CH35 – Duty of Candour Policy

4. Policy Statement and Responsibilities

Media Communication Objectives
{{org_field_name}} is committed to open and honest communication while safeguarding the confidentiality and dignity of the people we support and our workforce. All media communication will:

• Be coordinated and authorised through designated personnel only
• Provide accurate and factual information
• Uphold confidentiality, avoiding disclosure of personal or sensitive data
• Reflect the organisation’s values, mission, and commitment to high-quality care
• Support Regulation 20 by ensuring open and transparent communication in the event of incidents requiring disclosure

Authorised Spokespersons
Only the following individuals are authorised to speak to the media on behalf of {{org_field_name}}:

• Company Director: {{org_field_company_director_first_name}} {{org_field_company_director_last_name}}
• Registered Manager: {{org_field_registered_manager_first_name}} {{org_field_registered_manager_last_name}}
• Nominated Individual: {{org_field_nominated_individual_first_name}} {{org_field_nominated_individual_last_name}}
  All media inquiries must be directed immediately to one of these individuals. No other staff member may speak to or provide information to any member of the media under any circumstances without express written permission.

Handling Media Inquiries
If any staff member is contacted by a journalist, media representative, or content creator, they must:

• Remain polite and professional
• Decline to comment or share any information
• Record the name, organisation, and contact details of the person making the inquiry
• Notify the Registered Manager immediately
• Refer the inquiry to an authorised spokesperson
  This applies to direct approaches, phone calls, emails, letters, or social media messages.

Media During Incidents
In the event of a serious incident, such as a safeguarding alert, health emergency, or death, the media may seek immediate responses. In such cases:

• No unauthorised person should make a public statement
• A holding statement may be issued by an authorised spokesperson
• Media presence at any scene must be managed by senior staff or, if required, the police
• Photographs, filming, or unauthorised access to service locations is strictly prohibited
  All statements must be approved by the Registered Manager or Company Director and, if necessary, legal or safeguarding advisors.

Protecting Confidentiality and Dignity
No photographs, names, or identifying details of the people we support, their families, or staff will ever be shared with the media without written consent and data protection checks. This applies to all forms of communication including interviews, testimonials, or promotional content. Breaches of confidentiality may result in disciplinary action and reporting to the Information Commissioner’s Office (ICO), CQC, or safeguarding teams, in line with CH34 – Confidentiality and Data Protection Policy.

Social Media and Public Comments
Staff must never post, share, or comment on matters relating to {{org_field_name}}, its clients, or colleagues on social media without express permission. This includes:

• Making unofficial comments on news stories
• Responding to negative media coverage
• Sharing workplace photos, names, or stories
  All staff must comply with CH28 – Staff Conduct and Code of Ethics Policy and avoid actions that could harm the reputation or confidentiality of the organisation.

Proactive Media and Public Relations
Positive media engagement is sometimes appropriate (e.g. awards, awareness campaigns, recruitment drives). In these cases:

• All content must be planned and approved in advance by management
• Any participation of people we support must be based on informed, written consent
• Stories must reflect the values and ethical standards of {{org_field_name}}
  Such activities will be overseen by the Registered Manager and Company Director and reviewed for alignment with CQC guidance and internal branding.

Training and Staff Awareness
All staff receive guidance at induction on handling media inquiries and external communication. Refresher guidance is provided annually and following any relevant incidents. Clear procedures are included in the staff handbook and discussed in team meetings as needed.

Audit and Compliance
The Registered Manager will monitor:

• Any media inquiries or public comments made about the service
• Compliance with the policy during incidents or media engagement
• Breaches or risks reported via staff or external alerts
  Findings are reported under our Good Governance framework and used for learning and improvement.

5. Policy Review

This policy will be reviewed annually or immediately following any major media involvement, regulatory feedback, or legal incident. The Registered Manager and Company Director are responsible for ensuring its relevance, effectiveness, and compliance with CQC and data protection regulations.

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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.