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{{org_field_name}}

Registration Number: {{org_field_registration_no}}

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New Service User Onboarding Policy

1. Purpose

The purpose of this policy is to ensure that the process of admitting new service users into {{org_field_name}} is undertaken in a manner that is person-centred, safe, legally compliant, and supportive of the individual’s dignity, preferences, and well-being. The onboarding process is designed to ensure a smooth transition into our care home, promote positive outcomes from the outset, and meet all regulatory obligations under the Regulation and Inspection of Social Care (Wales) Act 2016 and associated statutory guidance.

This policy outlines how we assess suitability, develop personal plans, inform individuals of their rights and what to expect, and promote their inclusion and independence from day one.

2. Scope

This policy applies to all new residents entering our care home, whether for long-term, short-term, respite, or palliative care. It applies to all staff involved in assessment, admission, care planning, and early-stage support, including management, care staff, and administrative personnel. The principles also apply to transitions from hospital, the community, or other care settings.

3. Related Policies

This policy should be read in conjunction with the following:

• CHW05 – Statement of Purpose Policy
• CHW07 – Person-Centred Care Policy
• CHW08 – Dignity and Respect Policy
• CHW09 – Consent to Care Policy
• CHW11 – Safe Care and Treatment Policy
• CHW12 – Meeting Nutritional and Hydration Needs Policy
• CHW13 – Safeguarding Adults from Abuse and Improper Treatment Policy
• CHW36 – Initial Assessment and Care Planning Policy
• CHW42 – Communication and Engagement with Service Users and Families Policy

4. Policy Statement and Implementation

A. Initial Enquiry and Information Sharing
When a prospective service user or their representative contacts {{org_field_name}}, we provide clear and accessible information about the services we offer, our Statement of Purpose, fees, the rights of residents, and what to expect from our care home. This includes signposting to independent advocacy services if required.

All initial contacts are logged and followed up by a dedicated senior staff member or the Registered Manager, who ensures all queries are addressed and relevant information is shared in a way that suits the individual’s communication needs.

B. Pre-Admission Assessment
Before any admission is agreed, we carry out a comprehensive pre-admission assessment in line with CHW36 – Initial Assessment and Care Planning Policy. This includes:

• Health needs (including existing diagnoses, medications, treatments)
• Personal care needs and preferences
• Mental capacity, decision-making ability, and consent
• Nutritional and hydration needs (CHW12)
• Cultural, spiritual, or social requirements
• Communication needs
• Risk assessments (mobility, falls, safeguarding, choking, pressure care)
• Emotional, psychological, and cognitive status
• Behavioural support requirements

We ensure that this assessment is carried out with the involvement of the individual and/or their representatives, and, where applicable, with input from professionals such as hospital discharge teams or community nurses.

C. Matching Needs to Service Capability
Following the assessment, the Responsible Individual and Registered Manager consider whether {{org_field_name}} is able to meet the individual’s care and support needs, in line with the requirements of the Regulated Services (Service Providers and Responsible Individuals) (Wales) Regulations 2017.

We assess staffing availability, skill mix, resources, the impact on current residents, and environmental suitability. Only when we are satisfied that the individual’s well-being can be promoted and maintained safely, is a place offered.

D. Consent and Agreement to Care
Once a placement is confirmed, we ensure that the service user or their legal representative provides informed consent to care. The rights of individuals to make decisions are upheld in line with CHW09 – Consent to Care Policy and CHW39 – Mental Capacity and Deprivation of Liberty Safeguards Policy.

A written service agreement is provided, which outlines:

• The care and support to be delivered
• Charges and payment terms
• How to raise concerns or complaints
• Cancellation and termination arrangements
• Data privacy and confidentiality information (linked to CHW34)

E. Admission and Welcome Process
On the day of admission, we ensure the service user and their family or advocate are warmly welcomed and introduced to the care home team, their keyworker, and other residents. Staff ensure the individual is made comfortable in their room, which will have been fully prepared in line with their needs and preferences.

The first 24–72 hours are focused on building trust, orientation, observation, and early engagement. We provide a welcome pack containing:

• Care home guide
• Named staff contact list
• Daily routines and activity schedules
• Explanation of fire procedures and emergency protocols
• Resident rights and responsibilities

A senior staff member checks in regularly throughout the day and overnight.

F. Personal Plan Development
Within 24 hours of admission, a personal plan is developed in collaboration with the service user and their family or representative. This plan incorporates:

• The individual’s personal outcomes, as defined in the assessment
• Preferences, choices, routines, and goals
• Medical needs and care interventions
• Nutrition, hydration, and mobility support
• Emotional well-being and social inclusion

This plan is a live document and is reviewed at least monthly, or sooner if there is a change in need. All staff involved in the person’s care are made aware of the contents of the personal plan.

G. Early Review and Settling-In Evaluation
Within the first 7–10 days of admission, a settling-in review is held involving the service user, their representative, keyworker, and senior care staff. The purpose is to evaluate how the individual is adjusting, whether any care plans need amendment, and to provide reassurance and support.

Staff are alert to signs of emotional distress or disorientation, particularly for individuals with dementia or complex needs. Adjustments to routines or the environment are made promptly in response to the person’s feedback.

H. Safeguarding and Risk Management
All new service users are monitored closely during the initial phase for any signs of harm, neglect, or unaddressed needs. Risk assessments are reviewed regularly in line with CHW18 – Risk Management Policy and CHW13 – Safeguarding Policy.

Where there are concerns, these are managed according to our safeguarding procedures, in line with the Wales Safeguarding Procedures and statutory guidance under the Social Services and Well-being (Wales) Act 2014.

I. Involving Families and Advocates
We actively involve families and advocates during the onboarding phase and throughout the person’s stay. This includes phone updates, family meetings, and formal reviews. We value their insights and feedback, and aim to build a collaborative partnership from the start, aligned with CHW42 – Communication and Engagement Policy.

Where the person has no family or advocate, we support access to independent advocacy services.

J. Quality Monitoring and Improvement
All onboarding processes are monitored as part of our internal Quality Assurance framework and Quality of Care Review cycle in line with CIW requirements​​. Staff feedback, resident outcomes, incident data, and service user satisfaction are used to improve the onboarding experience.

Spot checks and audits are undertaken by the Registered Manager to ensure standards are maintained and learning is captured.

5. Policy Review

This policy will be reviewed annually, or earlier if required by changes in legislation, CIW guidance, or organisational needs. Updates will be approved by the Registered Manager and communicated to all staff during team briefings and training refreshers.

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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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