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{{org_field_name}}

Registration Number: {{org_field_registration_no}}

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Equality, Diversity, and Inclusion Policy

Equality, Diversity and Inclusion Policy

Purpose and Scope

{{org_field_name}} is committed to providing a safe, inclusive, and respectful environment for everyone who lives, works, or visits here. This policy applies to both our residential and nursing care home services in England, covering all staff, management, residents, volunteers, and visitors. It outlines how we comply with our legal obligations and Care Quality Commission (CQC) requirements to ensure equality, eliminate discrimination, and promote diversity and inclusion in all aspects of our service.

Scope: This policy encompasses both service delivery to residents and employment practices. It sets expectations for staff behavior and also describes the responsibilities of residents and visitors in upholding an environment free from discrimination or harassment. Management is responsible for ensuring that all individuals in the home (staff, people we care for, relatives, etc.) are made aware of this policy and that copies are available on request.

Policy Statement

We are committed to creating an inclusive culture where everyone is valued and treated with dignity and respect, regardless of their background or personal characteristics. In line with the Equality Act 2010, we will not tolerate any form of unlawful discrimination, harassment, or victimisation on the basis of protected characteristics. The protected characteristics under the Equality Act 2010 are:

• Age
• Disability
• Gender reassignment
• Marriage and civil partnership
• Pregnancy and maternity
• Race (including colour, nationality, and ethnic or national origin)
• Religion or belief (including lack of belief)
• Sex
• Sexual orientation

We oppose and avoid all forms of unlawful discrimination in our provision of services and in our employment practices. This commitment extends to all dealings with residents, job applicants, employees, agency staff, contractors, volunteers, family members, and visitors. Everyone will receive equal respect and opportunities, and no one shall be treated less favourably on any protected grounds.

As a CQC-regulated provider, we also recognise our duty under relevant regulations to treat all people using our services with dignity and respect, and to ensure they do not experience discrimination or detriment when receiving care. We will make all reasonable efforts to meet individuals’ needs and preferences in a way that upholds their rights and celebrates diversity. Ensuring equality and human rights is integral to providing safe, high-quality care.

Legal Framework

This policy is guided by the Equality Act 2010 and associated regulations. We acknowledge that under this law it is unlawful to discriminate directly or indirectly against anyone on the basis of a protected characteristic in both service delivery and employment. We also adhere to other relevant legislation and standards including the Human Rights Act 1998 and the NHS Accessible Information Standard, insofar as they support our equality and inclusion aims. Key legal points include:

• Equal Services: As a service provider, we must not discriminate in the provision of goods or services. All residents will have equal access to care, accommodation, and services. We will not refuse admission or provide a lower standard of care to anyone on grounds of a protected characteristic. This approach fulfils our obligations under the Equality Act and CQC’s fundamental standards relating to equality.
• Employment Equality: As an employer, we must not discriminate in recruitment, hiring, terms of employment, access to training, promotion, or termination of employment on any protected basis. Decisions concerning staff will be based solely on merit, role requirements and business needs (apart from any lawful and limited exceptions allowed under the Equality Act).
• Reasonable Adjustments: We have a legal duty to make reasonable adjustments for individuals with disabilities. This applies both to our residents (service users) and our employees. We will take reasonable steps to remove or reduce any obstacles that might prevent a person with a disability from accessing our services or employment opportunities. For example, we will adapt physical features, provide auxiliary aids or assistive technology, or adjust practices as needed so that disabled people are not at a substantial disadvantage. It is unlawful to fail to make such accommodations when they are reasonable.
• Harassment and Victimisation: The Equality Act also protects individuals from harassment (unwanted conduct related to a protected characteristic that violates someone’s dignity or creates an intimidating or offensive environment) and victimisation (treating someone badly because they have made or supported a complaint of discrimination). Such conduct is unlawful and strictly prohibited in {{org_field_name}}.
• Marriage and Civil Partnership: We respect the rights of staff in a marriage or civil partnership. Although this is a protected characteristic in employment contexts only (not in service provision), our policy ensures no one is treated unfairly due to their marital or partnership status.
• Regulatory Compliance: Adherence to this policy supports compliance with CQC Fundamental Standards, particularly relating to person-centred care and dignity (Regulation 10) and safeguarding people from abuse and improper treatment (Regulation 13). By embedding equality and human rights in our care, we meet regulatory expectations that providers consider each person’s protected characteristics and treat them fairly, with respect and dignity.

Key Commitments

To put our principles into practice, {{org_field_name}} commits to the following actions and standards:

1. Inclusive Service Delivery: Provide equal access to high-quality care and services for all residents. We will assess and meet each resident’s individual needs in a culturally sensitive way, ensuring that personal care plans respect their religious, cultural, linguistic, and social needs and preferences. No resident will be denied appropriate care or receive lesser treatment because of a protected characteristic.
2. Respect and Dignity: Foster an environment free from bullying, harassment, victimisation and unlawful discrimination. We promote dignity and respect for all, where individual differences and the contributions of all are recognized and valued. Any form of derogatory language, slurs, or disrespectful behavior towards any person will not be tolerated.
3. Workforce Diversity and Equality: Encourage equality, diversity and inclusion in our workforce, as this is good practice and improves our services. We strive for a staff team that reflects our diverse community. All employment decisions (hiring, promotion, training, etc.) will be based on merit and ability, not on personal characteristics.
4. Training and Awareness: Provide training to all managers and staff about their rights and responsibilities under this policy. During induction and at regular intervals, staff will receive education on equality, diversity and inclusion, including how to prevent and respond to discrimination or harassment. This ensures everyone understands their duty to contribute to an inclusive environment and can be held accountable for their conduct.
5. Reasonable Adjustments: Make reasonable adjustments and provide support to disabled staff and service users wherever required to enable their full participation. This includes, for example, making physical modifications, providing assistive technology, offering information in alternative formats, or adjusting schedules/practices to accommodate needs. We will also comply with the NHS Accessible Information Standard to identify and meet the communication needs of residents or visitors with disabilities or sensory loss, ensuring information is provided in formats they can access and understand.
6. Zero Tolerance of Discrimination: Take prompt action to address any instances of discrimination, harassment or bullying that occur. All allegations or observations of such behavior will be investigated and dealt with firmly in line with our procedures (see “Reporting Concerns and Breaches”). We will also support any person who experiences or witnesses discrimination to report it without fear of reprisal.
7. Community and Visitor Inclusion: Uphold our equality and inclusion values in our interactions with families, visitors, and contractors. We expect all visitors to treat residents and staff with respect. Any visitor who displays discriminatory or harassing behavior may be asked to leave or have their visiting rights reviewed, to protect the well-being of others.
8. Continuous Improvement: Regularly review and update our practices and this policy to ensure they remain effective and up-to-date with changes in law or guidance. We will monitor equality and diversity metrics (such as staff composition and any reported incidents) to identify areas for improvement. Feedback from residents, staff, and others will be used to inform improvements. The policy will be reviewed at least annually, and earlier if needed, to incorporate lessons learned or new legal requirements.

Roles and Responsibilities

Achieving an inclusive, discrimination-free environment is a shared responsibility. Key roles include:

• Management: Senior management and care home leadership are responsible for enforcing this policy and leading by example. Management will ensure the policy is implemented in all operational areas, provide necessary resources (such as training and accessible facilities), and monitor compliance. They must also ensure that all individuals in the home (staff, residents, families, etc.) are informed about this policy and understand their roles in upholding it. Managers will address any complaints or incidents of discrimination swiftly and fairly. They should promote a culture of openness where concerns can be raised safely, and will periodically reinforce the importance of EDI (equality, diversity, inclusion) in communications, meetings, and supervision sessions.
• All Staff (Employees and Volunteers): Every staff member and volunteer must adhere to this policy. Staff are expected to treat colleagues, residents, and visitors with respect and without bias. They must not engage in or condone any form of discriminatory or harassing behavior. Staff should actively help create an inclusive atmosphere—for example, by being mindful of residents’ diverse needs during care delivery. If a staff member witnesses discrimination or bullying, or is approached with a concern, they have a duty to report it to management. All employees are responsible for the promotion and advancement of this policy, and any behaviours that violate the policy will not be tolerated. Staff should also be receptive to training and strive to continually improve their cultural competence and understanding of equality issues.
• Residents: Residents are expected to treat fellow residents, staff, and visitors with consideration and respect. We recognize that residents come from varied backgrounds and that some may have conditions that affect behavior; nonetheless, our goal is to maintain a harmonious community. Residents (and their families, where appropriate) will be informed of the home’s values of equality and inclusion, and that harassment or bullying of others is not acceptable. If a resident exhibits discriminatory behavior (for instance, using offensive language towards another resident or staff member), the care team will address it through appropriate interventions—this may include discussing the concern with the resident (and their family if needed), providing guidance or education, or involving relevant professionals to support behavior change. In serious or persistent cases, we will take action to safeguard others (for example, increased supervision, or as a last resort, reviewing the resident’s placement in coordination with social services). Support will be offered to any resident who feels they have been discriminated against, and their concerns will be taken seriously.
• Visitors and Relatives: Visitors, including family members of residents, must also uphold the principles of this policy. We expect all visitors to interact courteously and respectfully with residents, staff, and other visitors. Any visitor who harasses, abuses, or discriminates against someone on our premises will be challenged and may be asked to leave. Repeated or extremely serious breaches by a visitor could result in that individual being refused entry in the future, and/or the involvement of law enforcement if appropriate. We post notices and include statements in family information packs to make clear that ours is an inclusive home and that abusive or discriminatory behavior towards anyone will not be tolerated.
• Contractors and Partners: All external contractors, agency staff, or partner organizations working at or with the home are expected to comply with our Equality, Diversity and Inclusion standards. We will communicate this expectation and include relevant clauses in contracts. If a contractor’s staff member were to violate our EDI standards (for example, making a derogatory comment), we would address it with the contractor company and insist on appropriate action or removal of that individual from our home.

Ultimately, everyone in the care home community has a role in creating a welcoming, inclusive environment. Those in breach of this policy, at any level, will be held accountable for their actions.

Inclusive Service Provision

We strive to deliver care and services that recognize and honour the diversity of our residents. Key measures in our service delivery include:

• Person-Centred Care: Each resident’s care plan will reflect their individual needs, preferences, and values. This includes religious or spiritual beliefs, cultural background, language preferences, gender identity, and sexual orientation. Staff will ask about and respect what is important to each resident in their daily life – from the food they eat, to how they prefer to be addressed, to any holidays or rituals they observe. We will accommodate dietary requirements related to religion or culture, facilitate access to religious services or clergy if desired, and support residents in observing cultural traditions or special days whenever possible. By understanding and respecting these personal, cultural, social, and religious needs, staff can tailor care that upholds each resident’s identity and dignity.
• Equal Access and Non-Discrimination: All residents will have equal access to the services, amenities, and activities offered by the home. We do not segregate or restrict anyone from common areas or events based on a protected characteristic. Participation in social and recreational activities, outings, or resident committees is open to everyone, with any necessary adaptations made to enable full involvement. Our admissions process is fair and based solely on care needs and our capacity to meet those needs – we do not exclude or give preference to individuals based on traits like race, religion, gender, or any other protected factor. Likewise, our staff deliver the same high standard of care to every resident, and allocate time and attention according to individual needs without favouritism or bias.
• Communication and Accessibility: We recognize that some residents (or their family members) may have disabilities or impairments that affect communication – such as hearing or visual impairments, cognitive disabilities, or limited English proficiency. In line with the Accessible Information Standard, we identify and record the communication needs of each person using our service and take steps to meet those needs. For example, if a resident has a visual impairment, we can provide important information (like notices, menus, or care plans) in large print, audio format, or Braille as needed. If a resident or family member communicates in British Sign Language (BSL) or another language, we will arrange interpretation services or translated materials. Staff are trained to communicate clearly, using plain language or visual aids where helpful, and to be patient when communicating with individuals who have communication difficulties. We also ensure that emergency and safety information (such as fire evacuation instructions) is accessible to all residents – for instance, explaining procedures verbally and not just in writing. By making communication accessible, we ensure that no one is left uninformed or unable to express their needs.
• Physical Accessibility and Reasonable Adjustments: We make reasonable adjustments in our environment and daily routines to accommodate disabilities and promote inclusion. Our premises are adapted or equipped to be as accessible as possible – for example, with ramps or elevators for wheelchair users, handrails in hallways, modified bathrooms, and clear signage. We continually “think ahead and make reasonable adjustments to address any barriers” that might impede disabled people from accessing our service. On an individual level, if a resident has particular needs (e.g. a custom chair for comfort, a quieter room due to a condition, or specific staffing requirements), we will make adjustments whenever reasonable to do so. The duty to make adjustments includes altering usual ways of doing things if needed, removing physical obstacles, or providing extra aid or equipment, in order to avoid substantial disadvantage to a person with a disability. Our approach is to anticipate common needs and also respond promptly to specific requests, so that each resident can use our facilities and services on an equal basis with others.
• Inclusive Activities and Menu Planning: We strive to ensure that the lifestyle and leisure activities in the home reflect the diverse interests and backgrounds of our residents. This means, for instance, celebrating a range of cultural festivals (like Christmas, Eid, Diwali, Hanukkah, etc.) if residents wish to, providing recreational activities that cater to different preferences and abilities, and offering meals that take into account cultural or religious dietary laws (such as providing Halal, Kosher, vegetarian options, etc. as needed). Residents are consulted (through meetings or one-to-one discussions) about activity programming and menu choices to ensure inclusivity. No resident should feel that their background or identity is overlooked in the day-to-day life of the home.
• Preventing Discriminatory Abuse: Any form of discriminatory abuse or harassment towards a resident is taken extremely seriously. If a resident feels bullied or discriminated against by others (be it by another resident, a staff member, or a visitor), they are encouraged to report it to staff. Staff will support the resident, ensure their immediate safety and well-being, and report the incident to management as a safeguarding matter. Such incidents will be investigated and addressed in line with our reporting procedures (detailed later) and safeguarding policy. Our staff are trained to recognize that things like slurs, exclusion from group activities, or belittling comments about someone’s age, disability, or other protected trait are forms of abuse. Preventing and responding to such abuse is part of our duty of care.

By delivering services in this inclusive, person-centered way, we aim to enhance each resident’s quality of life and ensure they feel respected, safe, and that they truly belong in our community.

Equal Opportunities in Employment

{{org_field_name}} is an equal opportunities employer. We believe a diverse workforce enhances our ability to provide empathetic, culturally competent care. In our employment practices, we commit to:

• Fair Recruitment and Selection: Our recruitment process focuses on candidates’ qualifications, skills, experience, and alignment with our values. Job advertisements include a statement of our commitment to equality and encourage applications from all sections of the community. We ensure that job descriptions and criteria are nondiscriminatory and relate strictly to job requirements. Shortlisting and interview panels are instructed to avoid biases (conscious or unconscious). We do not inquire about protected characteristics in the hiring process except where legally permitted (for instance, we may ask about disability solely for the purpose of making reasonable adjustments in the recruitment process, not for selection). Selection tests or questions, if used, are standardized and objectively assessed. Ultimately, hiring decisions are made on merit – the candidate who best meets the job requirements is selected.
• Equal Pay and Conditions: We are committed to the principle of equal pay for work of equal value. We use a transparent pay structure to ensure consistency and fairness. Factors such as gender, ethnicity, age, etc., play no role in setting or adjusting pay rates. Similarly, all staff have equal access to benefits and opportunities available (such as training, overtime, leave requests) in line with their role. If any disparities are identified, we will investigate and rectify them. We periodically review our pay practices to ensure ongoing fairness.
• Training and Promotion: We strive to make opportunities for training, development, and career advancement available to all staff so they can develop their full potential. This means we advertise internal job openings or promotion opportunities openly, use fair criteria for selection, and encourage staff from underrepresented groups to pursue advancement (without using quotas, but through encouragement and development). Decisions on promotions or pay rises are based on performance, skills and organizational needs, not on personal connections or biases. We also provide mentoring or coaching support to employees where possible to help them prepare for higher roles. Our objective is that every employee feels they have equal opportunity to progress in their career within our organization.
• Inclusive Workplace Culture: We foster a workplace culture where differences are respected and no one feels they have to hide any aspect of their identity. Celebrating diversity among staff might include, for example, recognizing multicultural events or allowing flexible scheduling for religious observances. Day-to-day, it means encouraging teamwork and camaraderie that values each person’s input. Disparaging remarks or jokes about anyone’s protected characteristics are strictly prohibited. Managers should model inclusive behavior and ensure their teams do likewise. Any instances of workplace harassment or bullying will be dealt with promptly via our HR procedures (as outlined below in Reporting). All staff should be able to work free from fear of harassment or intimidation; “a work environment free of bullying, harassment, victimisation and unlawful discrimination” is our standard.
• Reasonable Adjustments for Employees: In accordance with the Equality Act, we will make reasonable adjustments in the workplace for employees or job applicants with disabilities or health conditions. This may include adjustments to the physical workspace (e.g., specialized ergonomic furniture, installing screen magnification software, providing a ramp or accessible parking), adjustments to work arrangements (e.g., flexible hours, modified duties, remote work options where feasible), or adjustments to how information is provided (e.g., providing training materials in accessible formats). Employees are encouraged to inform management of any condition that might require accommodation; such disclosures will be kept confidential and used only to arrange the necessary support. We also consider temporary adjustments for those with short-term needs (like an employee who is pregnant or returning from injury might get modified duties for a period). Our aim is to enable employees to perform effectively in their roles by removing barriers that hinder them.
• Anti-Harassment and Grievances: We maintain a separate Grievance Policy and Anti-Harassment/Bullying Policy which align with this EDI Policy. Staff are reminded that harassment or bullying on any grounds is a disciplinary offense. If an employee feels they are being harassed or discriminated against by colleagues or managers, they should report it through the grievance procedure. We will take such complaints extremely seriously and investigate as outlined in the next section. Likewise, if an employee observes unfair treatment of another (for example, a colleague making sexist or racist remarks), they are encouraged to speak up or report it to management. We emphasize that all staff can be held individually liable (in some cases legally liable) for acts of unlawful discrimination or harassment in the workplace, so everyone must adhere to this policy. By addressing issues early, we hope to maintain a positive working environment for all.

Through these commitments, we ensure that our role as an employer reflects the same values of equality and respect that we uphold in resident care. This not only fulfils our legal obligations but also helps attract and retain high-quality staff who share our values.

Training and Awareness

Education and awareness are key to ensuring that equality and inclusion principles are understood and put into practice. We commit to:

• Staff Training: All employees and volunteers will receive training on Equality, Diversity, and Inclusion. New staff receive EDI training as part of their induction program (this includes familiarization with this policy and related expectations). We also provide periodic refresher training or briefings (at least annually, or when legal/policy updates occur) to reinforce good practice and inform staff of any changes. Training covers topics such as understanding unconscious bias, respecting cultural differences, effective communication with people who have various needs, and how to identify and challenge discrimination. We ensure training sessions are practical, with examples relevant to a care home setting, and encourage open discussion. This commitment to training reflects our understanding that maintaining an inclusive environment is an ongoing effort.
• Leadership Training: In addition to general staff training, managers and supervisors receive training on their specific responsibilities under this policy. This includes how to handle complaints or grievances about discrimination, how to support staff who raise concerns, and how to model inclusive leadership. They are also trained in fair recruitment and performance management practices (e.g., objective evaluation criteria to reduce bias).
• Resident and Visitor Awareness: We promote understanding of this policy among residents and their families. Upon admission, residents (and relatives where appropriate) are informed about our commitment to equality and what this means in practice. Key points of the policy are included in the Resident Handbook or welcome materials, written in an accessible, easy-to-understand way. We may hold residents’ meetings where we remind everyone of the importance of respect and give gentle prompts about considerate behavior. For example, we might establish group ground rules for discussions or community living that emphasize respect for differences. We also display posters or leaflets in common areas which state that we are an inclusive environment and give guidance on how to report any concerns. By being transparent about our values, we help visitors and residents understand what is expected and what they can do if they have an issue.
• Open Culture and Dialogue: We encourage an open culture where questions or conversations about diversity and inclusion are welcome. Staff are encouraged to discuss any situations they find challenging or seek advice if unsure how to meet a person’s needs. Management will provide guidance or bring in experts if needed to build understanding (for instance, inviting a dementia specialist or a cultural liaison to educate staff on specific topics). We also encourage celebrating positive examples of inclusion – such as acknowledging staff or residents who initiate something inclusive (like starting a new cultural celebration or helping translate for someone). These conversations and recognitions keep EDI principles alive in daily life rather than just in formal training.
• Continuous Learning: EDI is part of our continuous improvement approach. We keep abreast of new guidance or best practices in the sector regarding equality and diversity (for example, CQC guidance, local authority initiatives, or charity resources). When we identify areas for improvement (like a need for better understanding of a certain community we serve), we address it through additional training or resource materials. Staff are also invited to provide feedback on the training and suggest topics they feel would be useful.

Overall, through regular training and a culture of awareness, we aim to ensure that everyone at {{org_field_name}} understands the importance of equality, knows how to play their part, and feels empowered to contribute to an inclusive environment.

Reporting Concerns and Breaches

Despite our best efforts in prevention, we recognise that concerns or incidents may arise. It is vital that any breaches of this policy – whether discrimination, harassment, or other unfair treatment – are reported and dealt with effectively. We are committed to a fair, transparent process for handling complaints or concerns:

• Encouragement to Report: Anyone who experiences or witnesses behavior that they believe violates this policy is strongly encouraged to report it. This includes staff, residents, visitors, or family members – all should feel able to raise issues without fear. We will treat all complaints sensitively and seriously. Issues can be reported verbally or in writing to any manager or senior staff member. Residents and families may also use the formal Complaints Procedure to report issues of discrimination or unfair treatment, and staff may use the Grievance Procedure or confidential whistleblowing channels as appropriate.

Report:

Verbally report the concern immediately to a staff member.

Send an email detailing the concern to the Registered Manager at: {{org_field_registered_manager_email}}.

Call the office to inform the Registered Manager at {{org_field_phone_no}}.

If the concern arises out of office hours, call the out-of-hours phone number: {{out_of_hours}}.

Website: {{org_field_website}} – using the contact form provided

• No Retaliation: We strictly prohibit victimisation of anyone who raises or supports a complaint under this policy. Retaliation itself is a breach of this policy and will be treated as a serious disciplinary matter. Individuals who report in good faith will be protected and supported. We will also, when appropriate, keep the identity of complainants or witnesses confidential (especially if they request this), to the extent possible while allowing a fair investigation.
• Investigation Process: Once a complaint or incident is reported, management will promptly and impartially investigate the matter. This may involve speaking to all parties involved and any witnesses, reviewing any relevant evidence (e.g. documents, CCTV, care records), and consulting policies or legal guidance as needed. Investigations will be conducted with discretion and with respect for everyone’s privacy. The person raising the concern will be informed that an investigation is underway and given an expected timeframe. If the issue involves potential gross misconduct (e.g., a serious allegation against a staff member), that staff member may be suspended on full pay during the investigation for the protection of all parties, in line with our HR procedures.
• Outcome and Actions: After investigation, a determination will be made. If the investigation finds that no breach occurred or evidence is inconclusive, we will explain this to the complainant and still consider any recommendations to prevent misunderstandings or issues in the future. If a breach of this policy is substantiated, appropriate actions will follow:
  • For Staff: When an employee has been found to have engaged in discriminatory, harassing, or other inappropriate behavior, we will take disciplinary action according to our HR policy. “Such acts will be dealt with as misconduct under the organisation’s disciplinary procedures, and appropriate action will be taken. Particularly serious complaints could amount to gross misconduct and lead to dismissal without notice.”. In less severe cases, this might involve a formal warning and mandated additional training or supervision. In more severe cases, it could result in transfer to a different role or dismissal. We will always aim to pair accountability with education—ensuring the individual understands the misconduct—but will not hesitate to remove those who pose a continued risk of harm or discrimination in the workplace.
  • For Residents: If a resident is found to have violated the principles of this policy (for example, persistently harassing a roommate or staff member), the response will focus on protecting others while continuing to care for the resident in question. Possible actions include increased staff monitoring of the resident, behavioral interventions (involving psychologists or other professionals), mediation meetings if appropriate, or adjusting room allocations or daily routines to minimize conflict. We involve the resident (and their family) in discussing solutions. Only in extreme cases, where a resident’s behavior cannot be managed safely even after interventions, would transfer to another facility be considered, and always in coordination with social services and in compliance with regulations. Our priority is to keep all residents safe and respected, which sometimes requires creative care planning rather than punitive measures.

Steps to Report a Concern:

• Verbally report the concern immediately to a staff member.

• Send an email detailing the concern to the Registered Manager at: {{org_field_registered_manager_email}}.

• Call the office to inform the Registered Manager or Safeguarding Lead at {{org_field_phone_no}}.

• If the concern arises out of office hours, call the out-of-hours phone number: {{out_of_hours}}.

• For Visitors or External Individuals: If a visitor or contractor violates the policy (for instance, using hate speech or refusing to respect staff instructions due to bias), they may be instructed to leave the premises immediately. The home manager may decide to issue a formal letter outlining the unacceptable behavior and setting conditions for any future visits (or, in severe cases, banning the individual from the premises). In situations involving possible criminal acts (e.g., physical assault or hate crimes), we will involve the police and fully cooperate with any criminal investigation. The well-being of our residents and staff will always take precedence in such decisions.

• Steps to Report a Concern:
• Verbally report the concern immediately to a staff member.
• Send an email detailing the concern to the Registered Manager at: {{org_field_registered_manager_email}}.
• Call the office to inform the Registered Manager or Safeguarding Lead at {{org_field_phone_no}}.
• If the concern arises out of office hours, call the out-of-hours phone number: {{out_of_hours}}.

• Restorative Approach: Where appropriate, and if all parties agree, we may use a restorative approach to resolve issues – for example, facilitating a meeting between the person who was harmed and the person who caused harm, with a structured dialogue aiming for acknowledgment and change. This is entirely voluntary and depends on the individuals involved; it can sometimes help to heal rifts in a small community setting like a care home. However, it is not a substitute for formal action, and is only done if it’s safe and welcome.
• Feedback to Complainant: The person who raised the concern will be informed of the outcome of the investigation, within the bounds of confidentiality (e.g., we might not be able to share detailed disciplinary actions taken against a staff member due to privacy, but we will inform whether the complaint was upheld and general action taken). We aim to provide closure by explaining what will happen to prevent a recurrence. If the complainant is not satisfied with the handling of their concern, we will remind them of further steps (such as how staff can appeal a grievance outcome, or how residents/families can escalate a complaint to higher management, the Ombudsman, or CQC).
• Record-Keeping: We keep clear records of complaints and incidents related to this policy, including details of investigations and outcomes. These records help us in monitoring (to detect any patterns) and are important in demonstrating our responsiveness to regulators. All records are kept confidentially and in accordance with data protection requirements, with access limited to those who need to know.
• Learning from Incidents: After a case is concluded, management will reflect on what can be learned. If the issue revealed a gap in our training, procedures, or environment, we will take corrective action. For example, if we received a complaint that a staff member didn’t understand a resident’s cultural needs, we might arrange training on that topic for the team. If a policy wasn’t followed, we will remind staff and possibly update the policy for clarity. Our goal is not only to resolve individual issues but also to use them as opportunities to improve our overall service and prevent future problems.

By enforcing these reporting and response procedures, we demonstrate that our commitment to equality and inclusion is active. All stakeholders can be confident that concerns will be taken seriously and addressed promptly, reinforcing an atmosphere of trust and safety in {{org_field_name}}.

Monitoring and Review

To ensure this Equality, Diversity and Inclusion Policy remains effective and up-to-date, we engage in regular monitoring and review:

• Ongoing Monitoring: Management will monitor the implementation of this policy through various means. This includes reviewing any incidents or complaints related to discrimination or harassment, analyzing data on staff recruitment and progression (to detect any unintended biases), gathering feedback from residents and staff about their experiences, and observing day-to-day interactions within the home. We also track training completion rates to ensure all staff remain up-to-date. Any trends or issues identified will be addressed proactively.
• Annual Review: This policy will be formally reviewed at least once a year (or sooner if there are significant changes in relevant legislation or guidance). The review will take into account our monitoring findings, any suggestions or feedback from staff, residents, or relatives, and any new best practices in EDI. We will update the policy and associated procedures as necessary to reflect lessons learned and to incorporate any new legal requirements or guidance. For example, if the law expands protections or CQC issues new guidance on equality, those will be integrated into our policy promptly.
• Consultation and Approval: The policy review process may involve consultation with key stakeholders. We may discuss proposed changes in staff meetings or resident forums to get input. Significant changes will be approved by senior management. The policy is fully supported by our leadership and will continue to be endorsed at the highest level, underscoring its importance in our organization.
• Performance Indicators: We will utilize certain indicators to gauge our performance on equality and inclusion. These may include metrics such as: diversity of our workforce (compared to local demographics), retention rates across different staff groups, satisfaction survey results from residents (with questions on feeling respected), number and nature of complaints relating to equality issues, etc. While always respecting privacy and data protection, we will use aggregated information to see if there are areas of concern (for instance, if a particular group of staff has higher turnover, or if residents from a certain background report lower satisfaction). This monitoring aligns with our commitment to “monitor the make-up of the workforce… and consider and take action to address any issues” and similarly monitor service equity for residents.
• Documentation and Accessibility: The latest version of this policy will be made available to all staff (e.g., via the staff handbook or internal web portal) and to residents and families (e.g., summarized in resident guides, and full copies available on request). We will ensure the policy is available in accessible formats as needed (such as large print or other languages) so that everyone in our community can be informed of its contents.
• Accountability: The Home Manager (or designated Equality Lead) is accountable for the implementation of this policy. They will report on EDI issues as part of regular governance (for example, in reports to the organization’s board or owners, and during CQC inspections). This accountability ensures that equality, diversity and inclusion remain visible priorities within our management oversight and that we allocate sufficient resources to these activities.
• Continuous Improvement: Equality, diversity, and inclusion is a continuously evolving area. We commit to ongoing improvement – meaning this policy is not static. After each review, we will communicate any changes to staff and provide training or guidance on new provisions. By staying vigilant and responsive, we aim to not only meet our legal obligations but truly foster an environment of equality and inclusion that keeps pace with the needs of our staff and residents.

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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}}
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