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{{org_field_name}}

Registration Number: {{org_field_registration_no}}

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Communication and Engagement with Service Users and Families Policy

The purpose of this policy is to promote effective, transparent, and inclusive communication between {{org_field_name}}, the people we support, their families, and advocates.**

1. Purpose

Effective communication plays a critical role in delivering person-centred care and maintaining trust and confidence in our services. We are committed to:

• Ensuring that communication methods are accessible, inclusive, and responsive to the diverse needs of the people we support and their families.
• Providing accurate, clear, and timely information about care, changes in service provision, and health updates.
• Upholding the principles of dignity and respect, as outlined in Regulation 10 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014​.
• Engaging families as partners in care, ensuring their voices are heard in decisions affecting their loved ones.
• Complying with Regulation 9A (Visiting and Accompanying in Care Homes, Hospitals, and Hospices)​to ensure families can visit and accompany their loved ones when required.

2. Scope

This policy applies to:

• All staff members, including permanent, agency, and volunteer staff, who interact with the people we support and their families.
• People we support, regardless of their cognitive, sensory, or physical abilities.
• Family members, carers, legal representatives, and advocates involved in decision-making.
• External professionals and agencies, including social workers, health practitioners, and safeguarding teams, when they are involved in a person’s care.

This policy covers all forms of communication, including face-to-face, written, telephone, digital, and non-verbal communication methods.

3. Principles of Effective Communication

To ensure that communication aligns with CQC regulations and meets the needs of the people we support, {{org_field_name}} follows these core principles:

Respecting Choice and Autonomy

• The people we support have the right to choose how, when, and with whom they communicate.
• We provide alternative communication methods for those with sensory impairments or disabilities (e.g., British Sign Language, Makaton, Easy Read formats).
• Staff must ensure that communication supports independence, involvement, and informed decision-making, in line with Regulation 9 (Person-Centred Care)​.

Timely and Transparent Communication

• Information must be shared promptly, ensuring families are informed about changes, incidents, or developments related to their loved ones.
• Communication regarding changes in care plans, medication, or health status must be clear, jargon-free, and understandable.

Inclusive and Accessible Communication

• We accommodate language barriers, cognitive impairments, and sensory needs.
• Translation and interpretation services are provided where needed, ensuring that non-English-speaking families can engage fully.
• Staff are trained to use clear, compassionate language when discussing sensitive topics.

Confidentiality and Data Protection Compliance

• Personal information is only shared with consent, following GDPR guidelines (Confidentiality and Data Protection Policy – CH34)​.
• Families are informed about who has access to their information and how their data is handled securely.

4. Methods of Communication

To ensure consistent, inclusive, and accessible communication, {{org_field_name}} uses various communication methods:

A. Face-to-Face Meetings

• Regular care planning meetings with the person we support, their family, and the care team.
• Family consultation meetings to gather feedback and address concerns.
• On-demand private meetings for urgent discussions or sensitive matters.

B. Digital Communication

• Email and secure messaging are used for non-urgent updates.
• Virtual meetings (e.g., Zoom, Microsoft Teams) allow families to participate in discussions remotely.
• A dedicated online portal provides updates on care plans, activities, and important notices.

C. Written Communication

• Personalised newsletters and care updates keep families informed.
• Information is provided in accessible formats (e.g., Braille, large print, Easy Read).
• Formal letters and reports are shared for major updates.

D. Telephone Communication

• Families can contact the Registered Manager at {{org_field_registered_manager_phone}} for urgent concerns.
• Staff initiate regular well-being calls to update families.

E. Feedback and Consultation Mechanisms

• Annual satisfaction surveys allow families to provide feedback.
• Quarterly family engagement forums enable discussions on service improvements.
• The Complaints Policy (CH14) ensures concerns are addressed effectively​.

5. Engagement with Families

Family engagement is essential for holistic, person-centred care. {{org_field_name}} fosters meaningful engagement through:

Involvement in Care Planning

• Families are encouraged to participate in care decisions, ensuring their input aligns with the wishes and best interests of the person we support.
• Staff ensure that legal representatives and advocates are involved where necessary, particularly if the person lacks mental capacity​.

Visiting and Accompanying in Care Homes

• Visiting policies follow Regulation 9A (Visiting and Accompanying in Care Homes, Hospitals, and Hospices)​.
• Families are welcome to visit at agreed times, ensuring safety precautions are met.
• We encourage outings and external visits, maintaining the person’s connection with the community.

Emotional Support for Families

• Staff provide bereavement support and signpost families to external counselling services.
• Family support groups offer a space for shared experiences and guidance.
• Emotional well-being is prioritised, particularly during palliative care transitions.

6. Responsibilities of Staff

All {{org_field_name}} staff are expected to:

• Follow the guidelines set in this policy when communicating with the people we support and their families.
• Ensure all interactions are respectful, compassionate, and person-centred.
• Document all communication accurately to maintain transparency.
• Adhere to CQC’s Duty of Candour (CH35)​when disclosing incidents or concerns.
• Participate in training on communication skills, safeguarding, and data protection.

7. Monitoring and Compliance

To ensure this policy is effectively implemented:

• The Registered Manager will audit communication records every quarter.
• Family feedback surveys and engagement forums will be reviewed to improve practices.
• Any complaints or concerns regarding communication will be investigated promptly in line with Regulation 16 (Receiving and Acting on Complaints)​.

8. Related Policies

This policy is supported by the following policies:

• Person-Centred Care Policy (CH07)
• Dignity and Respect Policy (CH08)
• Consent to Care Policy (CH09)
• Safe Care and Treatment Policy (CH11)
• Receiving and Acting on Complaints Policy (CH14)
• Confidentiality and Data Protection Policy (CH34)
• Duty of Candour Policy (CH35)

9. Policy Review

This policy will be reviewed annually or sooner if:

• Legislative changes occur.
• New best practices or CQC updates require revision.
• Family and service user feedback suggests improvements.

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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.