{{org_field_logo}}

{{org_field_name}}

Registration Number: {{org_field_registration_no}}

---

Handling Media Inquiries and Communication Policy

1. Purpose

The purpose of this policy is to outline clear procedures for handling media inquiries and external communications at {{org_field_name}}. Effective communication ensures transparency, protects the reputation of the care home, and safeguards the rights and dignity of service users and staff. This policy aligns with CIW regulations and ensures that any media interaction is managed professionally and in a way that upholds the values and confidentiality of the organisation.

2. Scope

This policy applies to all employees, including full-time, part-time, agency staff, and volunteers. It governs:

• Media inquiries related to service users, staff, and care home operations.
• Press releases and proactive media engagement.
• Staff guidelines on media contact and social media conduct.
• Crisis communication and response to negative press.

3. Legal and Regulatory Compliance

This policy complies with:

• The Regulation and Inspection of Social Care (Wales) Act 2016, ensuring accurate and ethical representation of care services.
• The Data Protection Act 2018 (UK GDPR), protecting confidential information of service users and staff.
• The Care Standards Act 2000, which mandates responsible public representation of social care services.
• The Equality Act 2010, ensuring that media communications promote inclusivity and do not discriminate.
• CIW guidance on transparency and public engagement, ensuring accurate reporting of service standards and compliance.

4. Principles of Media Communication

{{org_field_name}} is committed to:

• Transparency: Providing accurate and timely information to the public while maintaining confidentiality.
• Confidentiality: Protecting the privacy of service users and staff in compliance with GDPR.
• Professionalism: Ensuring all media communications reflect the high standards of care provided.
• Reputation Management: Protecting the reputation of the care home through responsible media engagement.

5. Process for Handling Media Inquiries

All media inquiries, whether from journalists, bloggers, or social media influencers, must be handled in a structured and professional manner.

5.1 Initial Contact Procedure

• Any media inquiry must be immediately reported to the Registered Manager or a designated media spokesperson.
• Staff members must not provide comments or information to journalists unless authorised.
• The media inquiry should be documented, including:
  • Name and organisation of the journalist.
  • Nature of the inquiry (e.g., general interest, complaint, incident report).
  • Deadline for response.

5.2 Designated Spokespersons

The following individuals are authorised to speak to the media on behalf of {{org_field_name}}:

• {{org_field_registered_manager_first_name}} {{org_field_registered_manager_last_name}}, Registered Manager.
• {{org_field_company_director_first_name}} {{org_field_company_director_last_name}}, Company Director.
• A designated senior staff member if the above are unavailable.

5.3 Responding to Media Inquiries

• Media inquiries will be acknowledged within one business day.
• If the request relates to a sensitive issue (e.g., safeguarding, an incident, or a complaint), the legal and compliance team will be consulted before responding.
• All responses must be fact-based, neutral, and professional, avoiding speculation or unauthorised disclosures.

6. Press Releases and Proactive Media Engagement

In certain situations, {{org_field_name}} may issue press releases to promote positive news stories, such as:

• Outstanding inspection results from CIW.
• New initiatives, staff achievements, or awards.
• Community engagement projects.

All press releases must be:

• Approved by the Registered Manager and Company Director.
• Reviewed for legal and compliance accuracy.
• Distributed via appropriate channels, including local newspapers, online platforms, and the organisation’s website ({{org_field_website}}).

7. Staff Guidelines on Media and Social Media Conduct

All staff members are expected to:

• Avoid engaging with the media on behalf of the care home unless authorised.
• Never disclose confidential information about service users or internal operations.
• Refrain from making public statements that could damage the care home’s reputation.
• Report any negative media coverage or social media mentions to management.

Failure to comply may result in disciplinary action as outlined in the Staff Conduct and Code of Ethics Policy (CHW28).

8. Crisis Communication and Responding to Negative Media Coverage

If {{org_field_name}} faces negative media attention due to an incident, complaint, or regulatory issue:

8.1 Crisis Response Team

A crisis response team will be formed, including:

• Registered Manager.
• Company Director.
• Legal and compliance representatives.
• PR or communications specialist (if applicable).

8.2 Developing a Response Strategy

• A fact-finding process will be conducted before issuing any statements.
• A holding statement may be released to acknowledge the situation while investigations are ongoing. Example:

“We are aware of the recent concerns raised and are fully cooperating with all relevant authorities to ensure a thorough review. The well-being of our residents remains our top priority.”

• No staff member should comment on social media or to the press without approval.

8.3 Internal Communication

• Staff will be briefed internally to ensure consistent messaging.
• Service users and families will be informed where necessary, following duty of candour principles.

8.4 Monitoring Media and Social Media

• HR or management will monitor online discussions to assess public sentiment.
• Misinformation will be corrected through official statements.

9. Confidentiality and Data Protection

• No personal details of service users, families, or staff may be disclosed without explicit consent.
• Any media request for case studies or interviews involving service users must have signed consent from the individual or their legal representative.
• Sensitive incidents must be handled in line with the Safeguarding Policy (CHW13) and Data Protection Policy (CHW34).

10. Related Policies

This policy should be read in conjunction with:

• Safeguarding Adults from Abuse and Improper Treatment Policy (CHW13)
• Confidentiality and Data Protection Policy (CHW34)
• Staff Conduct and Code of Ethics Policy (CHW28)
• Whistleblowing (Speaking Up) Policy (CHW29)
• Duty of Candour Policy (CHW35)

11. Policy Review

This policy will be reviewed annually or sooner if legislative changes or operational needs require amendments. Updates will be communicated to all staff.

---

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.