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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

1. Purpose

The purpose of this policy is to ensure that {{org_field_name}} fosters an open, transparent, and inclusive communication culture with service users and their families. Effective communication and engagement contribute to a high standard of care, promoting trust, dignity, and person-centred services. This policy aligns with the Regulation and Inspection of Social Care (Wales) Act 2016, the Social Services and Well-being (Wales) Act 2014, and CIW best practices.

2. Scope

This policy applies to all staff, including care workers, nurses, management, and administrative personnel at {{org_field_name}}, as well as external professionals involved in the care of residents. It covers all communication methods and engagement strategies with service users and their families, ensuring inclusivity and accessibility for all.

3. Principles of Effective Communication and Engagement

We are committed to:

• Person-Centred Communication: Ensuring communication is tailored to each resident’s needs and preferences.
• Transparency and Honesty: Providing clear and accurate information regarding care plans, health updates, and policies.
• Respect and Dignity: Encouraging mutual respect in all communications.
• Active Listening: Giving service users and families opportunities to express concerns, suggestions, and feedback.
• Inclusion and Accessibility: Using communication methods suited to different abilities, such as sign language, easy-read materials, and translation services where needed.
• Continuous Improvement: Regularly reviewing communication strategies based on feedback and regulatory requirements.

4. Communication with Service Users

Ensuring that service users are fully informed, engaged, and comfortable with their care is a priority at {{org_field_name}}.

• Daily Interactions:
  • Staff engage with residents using clear, respectful, and friendly communication.
  • Residents are encouraged to express their needs, preferences, and concerns.
• Care Planning Discussions:
  • Residents are actively involved in developing and reviewing their care plans.
  • Staff ensure that residents understand their rights, choices, and care options.
• Accessible Communication Methods:
  • For residents with sensory impairments, we provide large-print materials, audio formats, and sign language support.
  • Communication aids such as picture cards or speech-generating devices are available for residents with speech difficulties.
• Confidentiality and Privacy:
  • Personal discussions are conducted in private settings to protect confidentiality.
  • Information is only shared with authorised individuals in line with GDPR requirements.

5. Engagement with Families and Representatives

Maintaining strong relationships with families and advocates ensures residents receive holistic and inclusive care.

• Regular Updates and Meetings:
  • Families receive regular updates on their loved one’s well-being and any significant changes in care.
  • Quarterly family meetings provide a platform for discussing care strategies and raising concerns.
• Open-Door Policy:
  • Families are encouraged to contact the care home at any time to discuss their concerns.
  • The management team is available for scheduled consultations.
• Involvement in Care Planning:
  • Families are invited to contribute to care planning and review meetings.
  • Staff respect family input while prioritising the resident’s wishes and best interests.
• Support for Families:
  • Bereavement support and counselling are offered when needed.
  • Information on available resources and advocacy services is provided.

6. Complaint and Feedback Mechanism

We welcome and act upon feedback to continuously improve communication and care quality.

• Formal Complaints Process:
  • Families and residents can submit complaints through a structured complaints procedure.
  • All complaints are acknowledged, investigated, and responded to in a timely manner.
• Feedback Channels:
  • Suggestion boxes, online surveys, and verbal feedback are encouraged.
  • Annual satisfaction surveys assess communication effectiveness.
• Actionable Responses:
  • Feedback is reviewed by management and used to improve services.
  • Outcomes of feedback are shared transparently with residents and families.

7. Use of Technology in Communication

We utilise technology to enhance communication while ensuring it aligns with resident preferences and abilities.

• Digital Updates:
  • Families can receive email or app-based updates regarding their loved one’s care.
  • Video calls are arranged for residents with distant family members.
• Social Media and Website:
  • Updates on general activities and events are shared through secure online platforms.
  • Privacy settings and consent processes ensure resident confidentiality is maintained.

8. Staff Training on Communication and Engagement

All staff undergo training to ensure effective and empathetic communication with residents and their families.

• Mandatory Communication Training:
  • Staff receive training on verbal, non-verbal, and written communication.
  • Specific training on dementia communication techniques is provided where applicable.
• Cultural Awareness and Inclusivity:
  • Staff are trained on recognising and respecting diverse cultural communication styles.
  • Training covers language barriers and alternative communication techniques.
• Handling Difficult Conversations:
  • Staff are equipped with skills to discuss sensitive topics such as end-of-life care and health deterioration with empathy and professionalism.

9. Monitoring and Compliance

We ensure adherence to best practices in communication and engagement through regular audits and staff evaluations.

• Regular Communication Audits:
  • Management reviews communication effectiveness through observations and feedback.
  • Residents and families are surveyed to gauge satisfaction with engagement strategies.
• Compliance with CIW Regulations:
  • Policies and practices are reviewed to ensure alignment with CIW expectations.
  • Inspection findings are addressed through continuous improvement initiatives.

10. Related Policies

This policy should be read in conjunction with:

• CHW07 – Person-Centred Care Policy
• CHW11 – Safe Care and Treatment Policy
• CHW14 – Receiving and Acting on Complaints Policy
• CHW29 – Whistleblowing (Speaking Up) Policy
• CHW38 – End of Life and Palliative Care Policy

11. Policy Review

This policy will be reviewed annually or sooner if there are changes in legislation, regulatory requirements, or organisational needs. Any updates will be communicated to all staff through training sessions and policy briefings.

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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.