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{{org_field_name}}

Registration Number: {{org_field_registration_no}}

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Care Inspectorate Wales (CIW) Inspection Ratings Display Policy

1. Purpose

The purpose of this policy is to ensure that {{org_field_name}} complies with the current legal and regulatory requirements in Wales relating to Care Inspectorate Wales (CIW) inspection ratings, inspection reports, and the display of ratings information.

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 Regulated Services (Inspection Ratings) (Wales) Regulations 2025.
• CIW’s current Code of Practice for Inspection of Regulated Services for adults and children.
• CIW’s current guidance for care providers on how to display ratings.
• The Social Services and Well-being (Wales) Act 2014.
• Relevant duties relating to accessibility, equality, Welsh language, openness, transparency and duty of candour.

From 1 April 2025, care home services and domiciliary support services in Wales must display their CIW ratings where they are legally required to do so. This policy sets out how {{org_field_name}} will display, maintain and communicate CIW ratings and inspection information clearly, accurately and accessibly.

This policy ensures that:

• CIW ratings are displayed in the required format and location.
• CIW inspection information is communicated honestly and transparently.
• Individuals, representatives, families, visitors, staff and prospective users of the service can access accurate information about the most recent CIW inspection report and ratings.
• The service takes timely action in response to inspection findings, areas for improvement, priority action notices, enforcement activity or recommendations.
• Ratings information is not altered, misrepresented or used in a misleading way.

2. Scope

This policy applies to:

• The Responsible Individual.
• The Registered Manager.
• Senior staff and nominated deputies.
• Administrative, reception and website staff.
• All staff who may be asked questions about CIW inspection ratings or inspection reports.
• Individuals using the service.
• Representatives, families, advocates and visitors.
• Prospective individuals and their representatives.
• CIW and other relevant regulators or commissioners.

This policy applies to {{org_field_name}} as a care home service in Wales. Where {{org_field_name}} is legally required to display CIW ratings, the service will display the CIW ratings poster and website widget in accordance with CIW’s current guidance.

This policy covers:

• The physical display of the CIW ratings poster.
• The digital display of ratings using the CIW website widget, where the service has a website.
• Access to the most recent CIW inspection report.
• Access to the service’s most recent annual return where applicable.
• Communication of CIW inspection findings to individuals, representatives, families and staff.
• Responding to inspection findings, areas for improvement, priority action notices and enforcement action.
• Monitoring and auditing the accuracy and visibility of displayed inspection information.

This policy does not permit staff to create, amend, redesign or reproduce CIW ratings in any way that could mislead people. Only CIW-issued ratings materials, or the CIW-approved website widget, must be used for ratings display.

3. Services required to display CIW ratings

{{org_field_name}} will check whether the service is legally required to display CIW ratings following each inspection report.

Care home services and domiciliary support services must display their CIW ratings poster by law, except where an exemption applies. Exemptions include:

• Services for people under 18.
• Small services with four or fewer residents, unless they choose to display ratings.
• Domiciliary support services where the service location is not accessible to the public.
• Domiciliary support services provided from someone’s private home.

Where {{org_field_name}} is legally required to display ratings, the CIW ratings poster will be displayed in accordance with CIW guidance. Where the service is not legally required to display ratings but CIW provides a poster, the Responsible Individual and Registered Manager will decide whether the service will voluntarily display it, ensuring that any display is accurate, current and not misleading.

4. Principles of Displaying CIW Ratings

4.1 Legal requirement to display CIW ratings

Where {{org_field_name}} is legally required to display CIW ratings, the service will display the ratings in accordance with The Regulated Services (Inspection Ratings) (Wales) Regulations 2025 and CIW’s current guidance on displaying ratings.

CIW ratings apply to the relevant inspection themes. For care home services, these are:

• Well-being.
• Care and Support.
• Environment.
• Leadership and Management.

CIW does not award one overall provider rating. Ratings are awarded against the relevant inspection themes using the following scale:

• Excellent.
• Good.
• Requires improvement.
• Requires significant improvement.

The service will ensure that the CIW ratings displayed are the most recent ratings issued by CIW following publication of the inspection report. Ratings must not be altered, summarised inaccurately, selectively presented, or displayed in a way that could mislead individuals, representatives, families, visitors, staff or the public.

4.2 Physical display of CIW ratings at the care home

Where {{org_field_name}} is legally required to display CIW ratings, the CIW-issued ratings poster will be displayed at the main entrance to the care home and/or in a location where as many people as possible are able to see it, including individuals who use the service.

The Registered Manager will ensure that:

• The CIW-issued ratings poster is displayed promptly once received.
• The poster displayed is the current poster issued by CIW for this service.
• The poster is not altered, covered, obscured, damaged or displayed in a misleading way.
• The poster remains visible, clean, legible and accessible to individuals, representatives, families, visitors, staff and the public.
• Staff know where the poster is displayed and can direct people to it.
• The date of the inspection and the ratings shown on the poster are checked against the published CIW inspection report and CIW directory entry.

CIW normally sends a wipeable double-sided poster to the inspected service address within ten working days of the inspection report being published. The Registered Manager will record the date the poster is received and the date it is displayed.

If the CIW ratings poster is lost, damaged, defaced, illegible or no longer suitable for display, the Registered Manager will contact CIW immediately to request advice or a replacement.

The service may choose to display additional information about improvement actions, service development or quality assurance activity. Any such information must be clearly separate from the CIW ratings poster and must not suggest that it forms part of the official CIW ratings display.

4.3 Digital display and online accessibility

Where {{org_field_name}} has a website and is required to display CIW ratings digitally, the service will use the CIW website widget on the website page relating to this specific service.

The Registered Manager, or nominated website administrator, will ensure that:

• The CIW website widget is obtained from the service’s CIW Online account.
• The widget is embedded on the website page for {{org_field_name}}.
• The widget displays the current CIW ratings for the service.
• The widget provides a link to the service’s CIW directory page.
• The widget is not modified, copied, redesigned, sold, sublicensed or used in a misleading way.
• The website is checked regularly to ensure the widget remains visible, functional and accurate.
• Any technical issue affecting the widget is reported to the website administrator and addressed promptly.

Where a person cannot access the website, staff will support them to access the information in another suitable format. This may include providing the CIW directory link, a printed copy of the published inspection report, or support to view the information using the service’s digital equipment.

Information about CIW ratings may be shared through other communication channels only where it is accurate, balanced, current and not misleading. Social media posts must not replace the official CIW poster or website widget.

4.4 Communicating ratings and inspection information to individuals and representatives

{{org_field_name}} will communicate CIW ratings and inspection findings in an open, honest and accessible way.

The Registered Manager will ensure that individuals, representatives and families are informed when a new CIW inspection report and ratings have been published. This may be done through:

• Individual conversations.
• Residents’ meetings.
• Family or representative meetings.
• Newsletters or written updates.
• Noticeboard information.
• The service website, where applicable.

Information will be provided in a way that is appropriate to the person’s needs, wishes, language, communication style and level of understanding. This includes making reasonable adjustments and supporting access to Welsh language information where this is needed or requested.

Staff must explain ratings accurately and must not minimise, exaggerate or reinterpret the ratings awarded by CIW. Where a rating identifies that improvement is required, the service will be open about the action being taken and the timescales for improvement.

Individuals and representatives may request a copy of the most recent CIW inspection report. Staff will support individuals to understand where the report can be accessed and will provide reasonable assistance where needed.

4.5 Access to CIW inspection reports and annual return information

The service’s written guide will explain how individuals, representatives and others can access the most recent CIW inspection report and the most recent annual return for the service, where applicable.

The Registered Manager will ensure that:

• The written guide includes clear information about how to access the most recent CIW inspection report.
• The written guide includes clear information about how to access the most recent annual return for the service, where applicable.
• Printed or digital copies of published inspection reports are made available on request, unless there is a lawful or regulatory reason why this would not be appropriate.
• Information is provided in an accessible format where reasonably practicable.
• Staff know how to signpost individuals, representatives, visitors and prospective users to the CIW directory and published inspection information.

Where CIW does not publish a report online, the service will follow CIW’s guidance and signpost the person to CIW for further information.

4.6 Responding to CIW inspection findings, ratings and required improvements

Following receipt of a CIW inspection report, the Responsible Individual and Registered Manager will review the report, ratings, findings, areas for improvement and any priority action notices or enforcement action.

The Registered Manager will prepare or update an improvement action plan where required. The action plan will include:

• The finding, area for improvement or requirement identified.
• The action to be taken.
• The person responsible for completing the action.
• The timescale for completion.
• The evidence required to demonstrate completion.
• How the action will be monitored.
• How learning will be shared with staff.
• How individuals and representatives will be informed, where appropriate.

The Responsible Individual will maintain oversight of the improvement action plan and will ensure that progress is reviewed through governance and quality assurance arrangements.

Where CIW identifies serious concerns, priority action or enforcement action, the Responsible Individual and Registered Manager will take immediate action to protect individuals’ safety, rights and well-being and to ensure compliance with regulatory requirements.

The outcome of inspection findings, ratings, complaints, safeguarding matters, incidents and improvement actions will be considered as part of the service’s ongoing quality assurance arrangements and the Responsible Individual’s quality of care review.

5. Managing CIW Ratings Display Efficiently

5.1 Leadership and accountability

The Responsible Individual has overall oversight of the service’s compliance with this policy and must ensure that suitable arrangements are in place for the service to comply with CIW ratings display requirements.

The Registered Manager is responsible for the day-to-day implementation of this policy, including:

• Ensuring the CIW ratings poster is displayed correctly.
• Ensuring the poster is current, visible, clean and legible.
• Ensuring staff know where the poster and inspection report information can be found.
• Ensuring inspection reports and ratings are communicated accurately.
• Ensuring improvement actions arising from inspection are monitored and completed.
• Ensuring the website widget is displayed and maintained where applicable.
• Escalating any issue, error or concern about ratings display to the Responsible Individual.

The nominated website administrator is responsible for embedding and maintaining the CIW website widget where {{org_field_name}} has a website.

Senior staff and administrative staff must immediately report to the Registered Manager if the CIW poster is missing, damaged, obscured, out of date or if website ratings information appears inaccurate.

5.2 Staff awareness

All staff will be made aware of this policy during induction and through periodic updates.

Staff must understand:

• Where the CIW ratings poster is displayed.
• How to direct individuals, representatives, visitors and prospective users to the poster.
• How to explain that CIW ratings are awarded by inspection theme and are not an overall provider rating.
• How to signpost people to the most recent CIW inspection report.
• How to escalate questions they cannot answer to the Registered Manager.
• That CIW ratings information must be communicated accurately, honestly and without misleading interpretation.

Reception, administration and senior staff will receive additional briefing on how to respond to requests for inspection reports, CIW directory information, website widget queries and accessible formats.

5.3 Monitoring and compliance checks

The Registered Manager will complete a monthly CIW ratings display check. The check will confirm:

• The CIW ratings poster is displayed in the required location.
• The poster is visible, clean, legible and unobstructed.
• The poster matches the most recent CIW inspection report and CIW directory entry.
• The poster has not been amended or reproduced in a misleading way.
• The website widget is visible and working, where applicable.
• Staff know how to signpost people to the CIW inspection report.
• Any improvement action information displayed separately is accurate and clearly separate from the CIW poster.

The Responsible Individual will review compliance with this policy during quality assurance activity and as part of governance oversight.

Any failure to display ratings correctly, or any risk that ratings information may be inaccurate or misleading, must be corrected immediately and recorded.

5.4 Responding to public, individual, representative and regulator queries

Any query about CIW ratings, inspection reports or inspection findings must be handled openly, respectfully and accurately.

Staff must:

• Direct routine queries to the displayed CIW ratings poster, the CIW inspection report, the CIW directory, or the service website widget where applicable.
• Refer detailed questions to the Registered Manager.
• Avoid giving personal opinions that could misrepresent CIW’s findings.
• Record and escalate any concern that the displayed ratings information is inaccurate, missing or unclear.

The Registered Manager will respond to requests for copies of published inspection reports as soon as reasonably practicable and normally within three working days.

If there is any discrepancy between the displayed poster, website widget, inspection report or CIW directory entry, the Registered Manager will contact CIW promptly and will inform the Responsible Individual.

5.5 Accuracy, integrity and prohibited use of CIW ratings information

{{org_field_name}} will not use CIW ratings information in any way that could mislead people.

Staff must not:

• Amend the CIW ratings poster.
• Create their own version of the CIW ratings poster.
• Alter the CIW website widget.
• Display only selected ratings where this could be misleading.
• Present previous ratings as current ratings.
• Use ratings from another service or location.
• Use wording that suggests CIW has endorsed the service beyond the ratings awarded.
• Obscure or remove ratings that indicate improvement is required.
• Use the CIW widget in a way that could bring CIW into disrepute.

Any suspected misuse, error or misleading display must be reported immediately to the Registered Manager and Responsible Individual.

6. Related Policies

This policy works alongside:

• CHW04 – Good Governance Policy
• CHW11 – Safe Care and Treatment Policy
• CHW27 – Staff Supervision, Training, and Development Policy
• CHW33 – Complaints and Feedback Policy
• CHW36 – Quality Assurance Policy

• Statement of Purpose
• Written Guide to the Service
• Duty of Candour Policy
• Complaints Policy and Procedure
• Safeguarding Policy
• Quality of Care Review Procedure
• Records Management and Data Protection Policy
• Welsh Language and Communication Policy
• Accessible Information Policy
• Website and Social Media Policy

7. Policy Review

This policy will be reviewed at least annually, or sooner where required due to:

• Changes in Welsh legislation or statutory guidance.
• Updated CIW guidance or inspection methodology.
• Publication of a new CIW inspection report or ratings.
• CIW feedback, areas for improvement, priority action notices or enforcement activity.
• Changes to the service’s statement of purpose.
• Changes to the service website or CIW website widget arrangements.
• Learning from complaints, concerns, safeguarding matters, quality assurance activity or audits.

The Responsible Individual is responsible for ensuring that this policy remains current and that staff are informed of any changes.

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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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