{{org_field_logo}}

{{org_field_name}}

Registration Number: {{org_field_registration_no}}

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Using Social Media Platforms Policy

1. Purpose

This policy outlines {{org_field_name}}’s approach to the responsible and professional use of social media by staff, ensuring that online activities comply with CQC regulations, data protection laws, and confidentiality standards. The policy establishes clear guidelines for staff, preventing the misuse of social media that could harm people we support, staff, the organisation’s reputation, or the wider community.

The purpose of this policy is to:

• Ensure legal compliance with CQC regulations, GDPR (General Data Protection Regulation), the Health and Social Care Act 2008, and the Equality Act 2010.
• Safeguard the privacy, dignity, and well-being of people we support.
• Prevent the misuse of social media, including inappropriate content sharing and breaches of confidentiality.
• Support positive communication and appropriate professional conduct online.
• Provide clear guidance to staff on acceptable and unacceptable social media use.

2. Scope

This policy applies to:

• All employees, including full-time, part-time, agency staff, volunteers, and contractors.
• Social media platforms, including but not limited to Facebook, Twitter, Instagram, TikTok, LinkedIn, WhatsApp, YouTube, and blogs.
• Official and personal use of social media, whether inside or outside of work.
• Posts, comments, messages, images, and videos related to {{org_field_name}}, its employees, or the people we support.

3. Legal and Regulatory Compliance

{{org_field_name}} ensures that social media use aligns with:

• Health and Social Care Act 2008 (Regulated Activities) Regulations 2014:
  • Regulation 10 (Dignity and Respect) requires that individuals are treated with dignity at all times, including online interactions​.
  • Regulation 13 (Safeguarding People from Abuse and Improper Treatment) ensures that individuals are not exposed to online abuse, bullying, or harm​.
  • Regulation 17 (Good Governance) requires that policies, risk assessments, and monitoring processes are in place to safeguard online conduct​.
• Data Protection Act 2018 and GDPR: Ensures that personal data, including images and information of people we support, is not shared without explicit consent.
• Equality Act 2010: Prohibits discriminatory comments or posts related to race, gender, disability, sexual orientation, religion, or age.
• Confidentiality and Data Protection (GDPR) Policy: Protects sensitive organisational information and personal data from unauthorised sharing​.

4. Managing Social Media Use

4.1. Acceptable Use of Social Media

Social media can be a valuable tool for professional networking, community engagement, and positive promotion of the care home. Employees may use social media in the following ways:

• Sharing positive news and events related to the care home, only through official accounts and with management approval.
• Engaging in relevant discussions about care sector improvements, innovation, and training, as long as they adhere to professional standards.
• Using LinkedIn and other platforms for professional development and networking, ensuring that no confidential information is shared.
• Promoting recruitment campaigns or fundraising events that benefit the organisation, with prior approval.

4.2. Unacceptable Use of Social Media

The following actions are strictly prohibited, whether on personal or professional accounts:

• Posting or sharing any images, videos, or information about people we support without explicit documented consent.
• Making derogatory, discriminatory, or defamatory comments about people we support, colleagues, or the organisation.
• Discussing confidential information about the care home, staff, or people we support.
• Engaging in online bullying, harassment, or inappropriate discussions that could damage professional relationships.
• Commenting on ongoing investigations, safeguarding incidents, or legal matters involving the care home.
• Posting workplace grievances on social media instead of following the formal complaints procedure.
• Using personal devices to take photos or videos of people we support or work activities without authorisation.
• Impersonating the organisation or creating unauthorised accounts using {{org_field_name}}’s name or branding.

4.3. Safeguarding and Confidentiality on Social Media

Confidentiality must be maintained at all times to protect people we support, their families, and staff.

• Staff must not disclose any details about the personal care, medical conditions, or sensitive information of people we support.
• Images and videos must not be shared unless documented consent is obtained, signed by the individual (or their legal representative if required).
• Staff should not accept friend requests from people we support or their families on personal social media accounts to maintain professional boundaries.
• Staff must report any suspected safeguarding risks from social media use, including cyberbullying, online exploitation, or inappropriate contact with people we support.

4.4. Managing Organisation’s Official Social Media Accounts

{{org_field_name}} may use social media to engage with the community, promote events, and share positive stories. However, this must be managed professionally.

• Only designated staff are authorised to post on official accounts.
• Posts must be pre-approved by management before being shared.
• All social media interactions must align with CQC standards, safeguarding policies, and Regulation 10 (Dignity and Respect)​.
• The marketing or communications team will regularly monitor the organisation’s accounts to ensure compliance and manage any inappropriate comments.

4.5. Personal Social Media Use and Conduct

While staff are entitled to use personal social media accounts outside of work, they must maintain professional standards.

• Employees must not post anything that could harm the reputation of {{org_field_name}}, its staff, or the people we support.
• Staff should assume that anything posted online could become public. Even if a profile is private, screenshots and sharing can occur.
• Personal opinions should not be presented as official statements from the organisation.
• If a staff member identifies as working at {{org_field_name}} on their profile, they should avoid controversial discussions that may reflect poorly on the care home.
• Any personal grievances should be addressed through the formal HR process, not on social media.

4.6. Reporting Social Media Breaches

If any staff member becomes aware of inappropriate social media use, it must be reported immediately to the Registered Manager:

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}}.
• Reports can be made confidentially.
• If a post or comment compromises the dignity or safety of people we support, the care home must take immediate action to investigate and remove the content.
• Any breaches of this policy will be dealt with under disciplinary procedures, which may result in verbal warnings, written warnings, or dismissal, depending on the severity.
• If legal or safeguarding concerns arise, external authorities such as the CQC, the police, or the Information Commissioner’s Office (ICO) may be informed.

5. Related Policies

This policy should be read in conjunction with:

• CH08 – Dignity and Respect Policy​
• CH13 – Safeguarding Adults from Abuse and Improper Treatment Policy​
• CH34 – Confidentiality and Data Protection (GDPR) Policy​
• CH35 – Duty of Candour Policy​
• CH28 – Staff Conduct and Code of Ethics Policy​

6. Policy Review

This policy will be reviewed annually, or sooner if legislative changes, new CQC regulations, or serious incidents require updates. Any amendments will be communicated to all staff.

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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.