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{{org_field_name}}

Registration Number: {{org_field_registration_no}}

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Accessible Information and Communication Policy

1. Purpose

The purpose of this policy is to ensure that {{org_field_name}} identifies, records, meets and reviews the information, communication and language needs of each resident. This includes residents who have sensory loss, dementia, learning disabilities, autism, acquired brain injury, mental health needs, speech or language difficulties, low literacy, neurodivergence, cognitive impairment, limited English, Welsh language needs, or any other barrier to understanding, expressing wishes or making informed decisions.

{{org_field_name}} is committed to ensuring that residents receive information in a language, style, presentation and format that they can understand, and that they are supported to communicate meaningfully with staff, relatives, representatives, advocates, health professionals, commissioners and CIW where appropriate.

This policy supports compliance with the Regulation and Inspection of Social Care (Wales) Act 2016, The Regulated Services (Service Providers and Responsible Individuals) (Wales) Regulations 2017, as amended, the Welsh Government statutory guidance for care home services, the Equality Act 2010, the Human Rights Act 1998, the Mental Capacity Act 2005 where applicable, data protection legislation, and Welsh Government expectations regarding Welsh language services in health and social care, including the Active Offer.

For the purposes of this policy, accessible information means information that is provided in a way that the resident can access, understand and use. Accessible communication means the steps taken to enable the resident to understand others, express themselves, make choices, participate in their care and support, and achieve their personal outcomes.

2. Scope

This policy applies to all staff, agency workers, volunteers, managers, the Responsible Individual, administrative staff and any other person acting on behalf of {{org_field_name}} who communicates with residents or handles resident information.

This policy applies to all forms of communication, including verbal communication, written information, digital communication, signage, notices, care records, personal plans, consent forms, service agreements, the written guide to the service, complaints information, safeguarding information, menus, activity information, health appointment information and correspondence with residents, representatives and professionals.

This policy applies from the first enquiry or pre-admission assessment and continues throughout the resident’s stay, including admission, provider assessment, personal planning, reviews, day-to-day care, complaints, safeguarding, health appointments, end-of-life care, transition, discharge or transfer.

This policy also applies to communication with relatives, representatives, advocates and others where the resident consents, where there is lawful authority, or where involvement is required in the resident’s best interests or to protect their well-being.

3. Legal and Regulatory Framework

{{org_field_name}} will ensure that this policy is implemented in line with the following legal and regulatory requirements:

• Regulation and Inspection of Social Care (Wales) Act 2016.
• The Regulated Services (Service Providers and Responsible Individuals) (Wales) Regulations 2017, as amended.
• Welsh Government statutory guidance for care home services and responsible individuals.
• Social Services and Well-being (Wales) Act 2014, including the principles of voice, choice, control, well-being and co-production.
• Equality Act 2010, including the duty to make reasonable adjustments and avoid discrimination related to protected characteristics.
• Human Rights Act 1998, including respect for dignity, privacy, family life, autonomy and non-discrimination.
• Mental Capacity Act 2005, where a resident may lack capacity to make a specific decision.
• UK GDPR and Data Protection Act 2018.
• Welsh language expectations in health and social care, including the Active Offer and “More than just words”.
• CIW inspection frameworks, guidance and expectations.

The service recognises that CIW may consider whether residents are able to understand information, make choices, communicate their needs, access advocacy, raise concerns, receive information in accessible formats and, where applicable, receive a Welsh language service without having to ask for it.

4. Principles of Accessible Information and Communication

{{org_field_name}} will apply the following principles:

4.1 Person-centred communication

Each resident will be treated as an individual. Staff will communicate in a way that reflects the resident’s needs, preferences, abilities, culture, language, sensory needs, cognitive needs, emotional state and personal outcomes.

Staff will not assume that a resident has understood information simply because information has been given. Staff must check understanding in a respectful way and provide further explanation, support or accessible formats where required.

4.2 Voice, choice and control

Residents will be supported to express their views, wishes and feelings and to participate as fully as possible in decisions about their care and support. This includes decisions about daily routines, personal care, meals, activities, relationships, healthcare, risks, reviews, complaints and end-of-life wishes where applicable.

4.3 Accessible information

Information will be provided in a format that is appropriate to the resident’s needs. This may include, but is not limited to:

• large print;
• easy read;
• plain English;
• Welsh;
• community languages;
• audio format;
• braille;
• pictorial information;
• objects of reference;
• communication passports;
• digital format;
• email or text message;
• British Sign Language;
• Makaton;
• communication boards;
• Talking Mats;
• assistive technology;
• interpreter or translation support.

4.4 Communication support

Where a resident needs support to communicate, this will be identified, recorded and provided. Staff will use the resident’s preferred communication methods and will ensure that communication aids and equipment are available, accessible, working and used correctly.

4.5 Welsh language and the Active Offer

Residents will be asked about their Welsh language needs and preferences during enquiry, assessment and admission. Where a resident’s first or preferred language is Welsh, the service will take reasonable steps to provide care, communication and information in Welsh without the resident having to ask repeatedly.

The service will record Welsh language needs in the resident’s personal plan and will consider Welsh language needs when allocating staff, planning activities, arranging meetings, preparing information and supporting contact with external professionals.

4.6 Equality and reasonable adjustments

The service will make reasonable adjustments to remove or reduce communication barriers for residents with disabilities or other protected characteristics. Adjustments will be recorded, communicated to relevant staff and reviewed regularly.

4.7 Dignity, privacy and confidentiality

Communication will be respectful, discreet and confidential. Staff will avoid discussing personal information where they may be overheard and will ensure that interpreters, advocates or representatives are involved only where appropriate, lawful and agreed by the resident, unless another lawful basis applies.

5. Identifying and Assessing Information, Communication and Language Needs

5.1 Before admission

Before agreeing to provide care and support, {{org_field_name}} will consider whether the service can meet the resident’s information, communication and language needs. This will form part of the pre-admission assessment and suitability decision.

The assessment will consider:

• the resident’s preferred language, including Welsh;
• whether the resident uses British Sign Language, Makaton, objects of reference, communication boards, pictures, gestures, assistive technology or other communication methods;
• hearing, sight, speech, cognitive or sensory needs;
• literacy needs;
• dementia, learning disability, autism, neurodivergence or mental health-related communication needs;
• cultural or religious communication considerations;
• whether the resident needs an interpreter, translator, advocate or representative;
• whether staff need specific training or guidance to communicate effectively with the resident;
• any risks that may arise if the resident cannot understand information or express needs.

5.2 On admission and within the provider assessment

Communication and information needs will be reviewed on admission and as part of the provider assessment. The outcome will be recorded in the resident’s personal plan within the required timescales.

Where the resident is admitted in an emergency, essential communication needs will be recorded within 24 hours and reviewed as soon as further information becomes available.

5.3 Involving others

Where appropriate and lawful, the service will involve the resident, relatives, representatives, advocates, commissioners, health professionals and previous care providers to understand the resident’s communication needs. The resident’s own views will remain central.

5.4 Mental capacity

Where there is concern that a resident may lack capacity to make a specific decision, staff will follow the Mental Capacity Act 2005. Information must be provided in a way that supports the resident to make the decision wherever possible before any conclusion is reached about capacity.

6. Recording Communication Needs

The resident’s personal plan must clearly record:

• the resident’s preferred name and preferred method of communication;
• the resident’s preferred language, including Welsh where applicable;
• any communication aids, equipment or technology required;
• whether the resident needs large print, easy read, braille, audio, pictorial, digital, Welsh language or translated information;
• how staff should gain the resident’s attention;
• how staff should explain information;
• how the resident shows consent, refusal, pain, distress, anxiety, discomfort, hunger, thirst or the need for assistance;
• how staff should check understanding;
• whether an interpreter, advocate or representative is required;
• any communication risks and how these will be reduced;
• any reasonable adjustments required;
• how information will be shared during handovers, appointments, reviews, safeguarding concerns or transfers.

Communication needs must be recorded in a practical way. For example, staff should not only record “hearing impairment”; they should record what support is required, such as “speak clearly while facing the resident, reduce background noise, check hearing aids are working, provide written information in large print, and allow additional time for responses.”

7. Providing Accessible Information

{{org_field_name}} will ensure that residents receive key information in a format they can understand. This includes:

• the written guide to the service;
• statement of purpose summary or relevant service information;
• service agreement or contract information;
• personal plan and reviews;
• complaints procedure;
• safeguarding information;
• advocacy information;
• consent information;
• menus;
• activity information;
• health and appointment information;
• fire safety and emergency information;
• information about fees and additional charges where applicable;
• information about how to access records;
• information about CIW, Llais, the Public Services Ombudsman for Wales and other relevant bodies.

Staff must offer support to help residents understand information. This may include reading information aloud, using pictures, arranging interpretation, providing easy read versions, using communication aids, involving an advocate or representative where appropriate, or allowing additional time.

Where information is provided verbally, staff must record important decisions, choices, concerns or consent in the resident’s care records.

8. Communication Aids, Equipment and Technology

Where a resident requires aids or equipment to communicate, staff will ensure these are available, accessible, clean, maintained and used correctly. This may include:

• hearing aids;
• glasses;
• magnifiers;
• communication boards;
• picture cards;
• tablets;
• speech-generating devices;
• voice recognition software;
• screen readers;
• telephone or video relay services;
• adapted telephones;
• call bells or alert systems;
• writing materials;
• visual timetables;
• objects of reference.

Staff must report any missing, broken or unsuitable communication aid immediately and take reasonable steps to provide an alternative while the issue is resolved.

Communication aids must not be removed from a resident unless there is a clear and lawful reason, and any restriction must be recorded and reviewed.

9. Staff Responsibilities

All staff must:

• read and follow this policy;
• communicate with residents respectfully, patiently and in a way the resident can understand;
• check each resident’s personal plan for communication needs before providing care and support;
• use the resident’s preferred communication method wherever practicable;
• support residents to make choices and express views, wishes and feelings;
• provide information in accessible formats where required;
• record communication needs, changes and concerns accurately;
• report any unmet communication need to the senior person on duty or manager;
• ensure communication aids are available and working;
• seek guidance where they are unsure how to communicate effectively with a resident;
• involve advocates, representatives, interpreters or professionals where appropriate;
• protect confidentiality and dignity during all communication;
• support the Welsh language Active Offer in line with the resident’s needs and the service’s arrangements.

Senior staff and managers must:

• ensure communication needs are assessed before admission and reviewed after admission;
• ensure communication needs are included in the personal plan;
• ensure staff understand and follow communication guidance for each resident;
• arrange interpreters, translation, advocacy or specialist communication support where required;
• ensure accessible versions of key documents are available or can be produced promptly;
• monitor incidents, complaints, safeguarding concerns or care issues where communication may have been a factor;
• ensure communication-related learning is included in supervision, appraisal and staff training;
• audit compliance with this policy.

The Responsible Individual must ensure that the service has effective arrangements for monitoring, reviewing and improving accessible information and communication as part of governance and quality assurance.

10. Staff Training and Awareness

All staff will receive training and guidance appropriate to their role so they can communicate effectively with residents. Training may include:

• person-centred communication;
• dementia communication;
• communication with people with learning disabilities;
• autism and neurodivergence awareness;
• sensory loss awareness;
• hearing impairment and visual impairment support;
• use of communication aids;
• easy read and plain language;
• Welsh language awareness and the Active Offer;
• equality, diversity and reasonable adjustments;
• mental capacity and supported decision-making;
• advocacy and complaints access;
• confidentiality and data protection.

Communication needs will also be discussed during induction, supervision, team meetings, reflective practice, resident reviews and quality assurance audits.

Where a resident has specific communication needs, staff will receive guidance or training before supporting the resident wherever practicable.

11. Advocacy, Representatives, Interpreters and Translation

Residents will be supported to access advocacy services where they need help to understand information, express views, make decisions, raise concerns or participate in reviews.

The service will provide information about advocacy in a format the resident can understand. Where a resident has substantial difficulty being involved in decisions and has no appropriate person to support them, staff will follow relevant statutory advocacy arrangements.

Representatives, relatives or friends may support communication where the resident agrees or where there is lawful authority. Staff must not rely on relatives or friends to interpret sensitive, complex, safeguarding, complaint, consent or legal information where an independent interpreter or advocate is required.

Professional interpreters or translators will be arranged where necessary to support effective and accurate communication. This includes Welsh, British Sign Language and community languages where required.

12. Review of Communication Needs

Communication and information needs will be reviewed:

• during the provider assessment;
• whenever the personal plan is reviewed;
• at least every three months as part of the personal plan review;
• when the resident’s health, cognition, sensory ability or emotional well-being changes;
• after hospital admission or discharge;
• following a fall, incident, safeguarding concern or complaint where communication may have been relevant;
• when staff, relatives, representatives or professionals identify that the resident is not understanding information or cannot express needs effectively;
• when the resident requests a change.

Any changes must be recorded in the personal plan and communicated to relevant staff.

13. Accessible Complaints and Concerns

{{org_field_name}} will ensure that residents can raise concerns or complaints in a way that is accessible to them. The complaints procedure will be available in appropriate formats and staff will support residents to understand how to complain.

Residents may complain verbally, in writing, through an advocate, through a representative, by using communication aids, or by any other reasonable method. Staff must take all concerns seriously, including concerns expressed through behaviour, distress, withdrawal, refusal of care or changes in presentation.

Where a complaint or concern involves communication failure, the manager will consider whether the resident’s communication needs were properly assessed, recorded and met, and whether changes are required to prevent recurrence.

Residents must not be treated unfairly or disadvantaged because they have raised a concern or complaint.

14. Safeguarding and Communication

Communication barriers can increase the risk of abuse, neglect, improper treatment, isolation, missed care, poor consent practice and failure to report concerns. Staff must be alert to signs that a resident is unable to communicate distress, pain, fear, refusal, choices or concerns.

Where there is a safeguarding concern, staff must ensure that the resident is supported to communicate in a way that is appropriate to their needs. This may include advocacy, interpretation, accessible information, communication aids or specialist professional support.

Safeguarding information must be provided in a format the resident can understand wherever practicable. Staff must record how the resident was supported to understand and express their views.

 

15. Health Appointments, Transfers and External Communication

Where a resident attends a health appointment, hospital admission, review meeting or external service, staff will share relevant communication needs with the receiving professional or service, subject to consent, best interests or another lawful basis.

Hospital passports, communication passports, “This is me” documents or similar tools will be used where appropriate.

Staff must ensure that communication needs are included in handovers, referrals, transfer information and discharge planning so that residents do not experience avoidable distress, delay, misunderstanding or unsafe care.

16. Monitoring, Audit and Quality Assurance

The manager will monitor implementation of this policy through:

• care plan audits;
• admission and provider assessment audits;
• review of personal plans;
• resident and representative feedback;
• complaints and concerns analysis;
• safeguarding review;
• staff supervision and observation;
• training records;
• review of incidents where communication may have contributed;
• checks that accessible information is available;
• checks that communication aids are available and working;
• Welsh language and Active Offer monitoring.

The service will use feedback from residents, representatives, staff, commissioners, professionals and CIW to improve accessible information and communication.

Findings will be included within the service’s quality assurance and improvement arrangements. Any identified actions will be recorded, allocated to a responsible person and reviewed until completed.

This policy will be reviewed at least annually or sooner if there are changes in legislation, Welsh Government guidance, CIW expectations, the statement of purpose, service delivery, resident needs or organisational learning.

17. Related Policies

CHW42 – Communication and Engagement with Service Users and Families Policy

CHW07 – Person-Centred Care Policy

CHW08 – Dignity and Respect Policy

CHW09 – Consent to Care Policy

CHW34 – Confidentiality and Data Protection Policy

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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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