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CHW28-Staff Conduct and Code of Ethics Policy

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Staff Conduct and Code of Ethics Policy

1. Purpose

The purpose of this policy is to define the expected conduct and ethical standards for all staff at {{org_field_name}}. It ensures that employees, volunteers, and contractors act with professionalism, integrity, and respect while delivering high-quality care. This policy supports a culture of safeguarding, accountability, and ethical decision-making, ensuring that service users receive compassionate, dignified, and person-centred care.

This policy is aligned with the Regulation and Inspection of Social Care (Wales) Act 2016 and the Regulated Services (Service Providers and Responsible Individuals) (Wales) Regulations 2017, including requirements on staff information and conduct, safeguarding, disciplinary procedures and openness. It also aligns with Social Care Wales Codes of Professional Practice (for social care workers and for social care employers) and associated practice guidance (including the professional duty of candour). Staff must follow the applicable Code and guidance as a condition of working at {{org_field_name}} and as part of meeting CIW regulatory expectations.

2. Scope

This policy applies to all employees, agency staff, volunteers, and contractors working at {{org_field_name}}. It covers expectations for conduct, ethical standards, professional behaviour, and disciplinary actions for breaches. The policy is applicable in all aspects of service delivery, including interactions with service users, their families, colleagues, and external stakeholders.

3. Code of Conduct and Ethics

3.1. General Professional Conduct

All staff are expected to uphold the highest standards of professionalism in their work. Staff must be punctual, presentable, and adhere to the dress code, ensuring that they project a professional image that instils confidence in service users and their families. Employees must act with integrity, meaning they should be honest and trustworthy in all dealings, whether with colleagues, service users, or external agencies.

Professionalism also means being accountable for actions and decisions. Staff must take responsibility for their work, ensuring that they meet the required standards of care and support. If errors occur, staff must report them promptly to management. Gossip, negative attitudes, and disruptive behaviour will not be tolerated, as these undermine the care home’s values and teamwork. Staff must respect boundaries in relationships with service users and their families, ensuring that interactions remain professional at all times.

3.2. Commitment to Care and Well-Being

Every staff member plays a crucial role in safeguarding and promoting the well-being of service users. Care should be person-centred, ensuring that each individual’s unique needs, preferences, and choices are respected and supported. Staff should actively listen to service users, involve them in decisions about their care, and ensure they feel heard and valued.

All staff must be vigilant in identifying signs of abuse, neglect, or distress. Any concerns must be reported immediately to the Safeguarding Lead: {{org_field_safeguarding_lead_name}}. It is essential that service users feel safe and secure in the care environment, and this can only be achieved through consistent, compassionate care that prioritises their dignity and autonomy.

3.3. Communication and Interaction

Effective communication is fundamental in a care setting. Staff must communicate clearly, respectfully, and professionally with service users, families, colleagues, and external agencies. This includes verbal communication, written documentation, and digital correspondence. Active listening is a key skill that all staff must develop, ensuring that they understand and respond appropriately to the needs and concerns of service users.

Staff must avoid using language that is discriminatory, offensive, or dismissive. When speaking with service users, communication should be patient, empathetic, and adapted to their needs, including the use of communication aids if required. Additionally, confidentiality must be upheld at all times, with sensitive information only shared on a need-to-know basis and in compliance with GDPR and data protection laws.

3.4. Confidentiality, Information Governance and Records

Staff must protect confidential information relating to individuals using the service, their families/representatives, colleagues, and {{org_field_name}} at all times. Information must only be accessed, used or shared where there is a legitimate work reason and a lawful basis. Staff must:

3.5. Social Media, Digital Communication and Images

Staff must not post, share, “like”, forward, comment on, or discuss any information that could identify individuals using the service, visitors, colleagues, incidents, or the premises. This includes (but is not limited to) photographs, videos, audio recordings, screenshots, names, addresses, room numbers, routines, dates, times, or distinctive personal details.

Staff must never take photographs, videos, audio recordings, or screenshots relating to individuals (or their personal information) using personal devices. Where images are part of a care plan (for example, activities, life story work, or clinical monitoring), only approved {{org_field_name}} devices and systems may be used, and only in line with documented consent and/or a recorded best-interest decision and data protection requirements.

Staff must not form or maintain inappropriate online relationships with individuals using the service or their relatives (including “friending”, following, or private messaging from personal accounts). Professional boundaries must be maintained at all times in both physical and digital environments.

3.6. Maintaining Boundaries and Safeguarding

Maintaining professional boundaries is essential to ensure ethical conduct. Staff must not engage in personal, financial, or inappropriate relationships with service users or their families. Staff must not accept, request or encourage gifts, money, loans, property, bequests/legacies, hospitality, preferential treatment, discounts, or any personal benefit from individuals using the service or their representatives. Any small tokens (for example, chocolates) must be politely declined wherever possible. If refusal would cause distress, the item must be declared immediately to the Registered Manager and recorded in the Gifts and Hospitality record in line with {{org_field_name}} procedures.

Staff must not become involved in an individual’s financial affairs, act as an appointee/agent, or handle money/property except where this is part of their authorised role and in accordance with {{org_field_name}} financial safeguards, receipts, records and audit requirements.

All staff must be trained to recognise signs of abuse, neglect, and financial exploitation. If a concern arises, it must be reported immediately to the designated safeguarding officer. Inappropriate behaviour or failure to report safeguarding concerns will be treated as gross misconduct and may result in dismissal and legal action. Staff should also be aware of their role in promoting a culture where safeguarding concerns are openly discussed and addressed.

3.7. Conflicts of Interest

Staff must avoid situations where personal interests conflict, or could reasonably be perceived to conflict, with their professional duties. This includes relationships with suppliers/contractors, outside employment, personal business with individuals using the service or their families/representatives, and accepting any benefit linked to a person’s role at {{org_field_name}}.

Any actual or potential conflict of interest must be declared immediately to the Registered Manager and recorded. Failure to declare conflicts of interest may be treated as misconduct and may lead to disciplinary action.

3.8. Ethical Decision-Making and Duty of Candour

Ethical decision-making is a cornerstone of quality care. Staff must ensure that all decisions and actions are in the best interests of service users, balancing individual rights with safety and regulatory compliance. Ethical dilemmas should be discussed with supervisors, and decisions should be documented with a clear rationale.

The Duty of Candour means staff must act openly and honestly with individuals and/or their representatives when things go wrong. This includes prompt reporting, providing a truthful explanation of what is known at the time, offering a sincere apology where appropriate, and cooperating fully with investigations, learning reviews and improvement actions. Staff must escalate concerns immediately in line with the Duty of Candour Policy so that {{org_field_name}} can meet regulatory expectations and professional standards.

No staff member must bully, victimise, discourage, pressure, or obstruct another person from raising concerns or exercising the duty of candour. Any such behaviour will be investigated and may result in disciplinary action.

3.9. Equality, Diversity, and Inclusion

Staff must actively promote an inclusive and respectful environment where everyone is treated fairly, regardless of age, gender, ethnicity, disability, religion, or sexual orientation. Discriminatory behaviour, whether intentional or not, will not be tolerated. Staff must ensure that they uphold the values of anti-discrimination and equality in all interactions.

All service users should feel valued and supported in expressing their cultural or religious beliefs. Staff must be mindful of these differences and adapt care plans to reflect and respect individual needs. Diversity training is mandatory for all staff, ensuring they have the knowledge and skills to foster an inclusive care environment.

3.10. Compliance with Policies and Regulations

All staff must comply with the policies and procedures set by {{org_field_name}}, as well as the regulatory requirements of CIW. Staff must also comply with the Social Care Wales Code(s) of Professional Practice and any associated practice guidance relevant to their role, and must be able to describe how their day-to-day conduct meets those standards. This includes adherence to policies on safeguarding, health and safety, infection control, medication management, and risk assessment. Staff must also ensure they are familiar with emergency protocols and follow best practices to maintain a safe working environment.

Failure to comply with regulatory requirements may lead to disciplinary action, up to and including termination of employment. CIW inspections will assess compliance, and staff must be prepared to demonstrate their understanding of, and adherence to, these regulations.

3.11. Raising Concerns, Whistleblowing and Escalation

{{org_field_name}} has a zero-tolerance approach to abuse, neglect, improper treatment, unsafe practice and serious poor care. Staff must raise concerns immediately if they suspect or witness abuse, neglect, unsafe practice, misconduct, poor care, breaches of policy, or any risk to an individual’s well-being.

Concerns should normally be raised with the Registered Manager (or on-call manager) and recorded in line with the Whistleblowing (Speaking Up) Policy.

Where this is not appropriate, or where concerns are not addressed, staff may escalate concerns to an appropriate person or authority, including the Responsible Individual, the service provider, CIW, the local authority safeguarding team, or the police (and the NSPCC where a child is involved), in line with legal and regulatory expectations.

Staff will be supported to raise concerns in good faith and will not be victimised for doing so.

3.12. Professional Registration, Suitability and Referrals

Where a role requires registration with Social Care Wales (or another professional regulator), staff must maintain their registration and meet all professional standards, including compliance with the relevant Code of Professional Practice and guidance.

Where conduct concerns indicate a risk to individuals, serious misconduct, safeguarding concerns, or breaches of professional standards, {{org_field_name}} will consider and make referrals to relevant bodies as appropriate. This may include Social Care Wales, the Disclosure and Barring Service (DBS), the police, and CIW, in line with legal duties, regulatory requirements, and internal procedures.

3.13. Respecting Voice, Feedback and Independent Support (Llais)

Staff must support individuals to express their views, raise concerns and make complaints without fear. Staff must listen, respond respectfully, and take prompt action in line with the Complaints Policy.

Where an individual or their representative would benefit from independent help to raise a concern or complaint, staff should signpost them to Llais (the Citizen Voice Body for health and social care in Wales) for complaints advocacy and support.

4. Managing Compliance Efficiently

To ensure the effective implementation of this policy, {{org_field_name}} has adopted a structured approach:

5. Related Policies

This policy is supported by the following policies:

6. Policy Review

This policy is reviewed annually or earlier if there are changes in legislation or operational needs. Any updates will be communicated to all staff, and additional training will be provided if necessary.egislation or operational needs. Any updates will be communicated to all staff, and additional training will be provided if necessary.

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.

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