DC154-New Service User Onboarding Policy

Registration Number: {{org_field_registration_no}}

New Service User Onboarding Policy

1. Purpose

The purpose of this policy is to ensure that all new service users experience a seamless, person-centred, and high-quality onboarding process when joining {{org_field_name}}. Effective onboarding ensures that each service user receives tailored care, understands their rights and responsibilities, and feels supported in their transition to receiving care services.

Our domiciliary care organisation is committed to a structured, transparent, and efficient onboarding approach, ensuring regulatory compliance with Care Quality Commission (CQC) Fundamental Standards, Health and Social Care Act 2008, and The Care Act 2014.

2. Scope

This policy applies to:

All new service users entering our domiciliary care services.
Family members, carers, and advocates involved in care planning.
Care workers, coordinators, and management, responsible for implementing the onboarding process.
External healthcare professionals where collaborative care is required.

It covers:

Initial referral and assessment process.
Service user needs assessment and care planning.
Introduction to care staff and service expectations.
Communication protocols and information sharing.
Ongoing support, monitoring, and review.

3. Legal and Regulatory Framework

This policy aligns with the following legal and regulatory guidelines:

Care Act 2014 – Ensuring person-centred assessments and care planning.
Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 – Ensuring safe and effective service provision.
Care Quality Commission (CQC) Fundamental Standards – Compliance with person-centred care, dignity, and safety.
Equality Act 2010 – Ensuring non-discriminatory, accessible services.
General Data Protection Regulation (GDPR) 2018 – Governing confidentiality and information sharing.

4. Referral and Initial Assessment Process

Our onboarding process begins with an efficient and thorough referral system to assess service user needs accurately and ensure appropriate care provision. Steps include:

Receiving referrals from service users, families, GPs, hospitals, local authorities, or self-referrals.
Assigning a care coordinator to oversee the process.
Conducting an initial needs assessment through home visits or phone consultations.
Discussing personal preferences, medical conditions, mobility, and specific care requirements.
Ensuring a risk assessment is completed for the safety of the service user and care staff.

5. Service User Needs Assessment and Care Planning

Following the initial assessment, a person-centred care plan is developed in collaboration with:

The service user and their family.
Assigned care staff and key health professionals.
Social workers, district nurses, or occupational therapists, if required.

The care plan includes:

Daily routines and personal preferences.
Medical conditions and prescribed medication management.
Nutritional needs and dietary preferences.
Social, emotional, and mental health considerations.
Mobility and assistive equipment requirements.
Safeguarding considerations and emergency response plans.

All service users receive a copy of their personalised care plan, which is reviewed periodically and updated as needed.

6. Introduction to Care Staff and Service Expectations

A structured introduction and orientation ensure service users are comfortable with their assigned carers and understand {{org_field_name}}’s values and services.

Assigning a dedicated care worker or small team for continuity of care.
Providing a welcome pack, including:
- Contact details of key personnel.
- Service agreement outlining rights, responsibilities, and complaints procedures.
- Emergency contacts and safeguarding information.
Scheduling introductory visits to familiarise service users with their care team before full service commencement.

7. Communication Protocols and Information Sharing

To ensure transparency and effective care delivery, our communication strategy includes:

Regular check-ins from care coordinators to address concerns and feedback.
Secure and GDPR-compliant information sharing between care professionals.
Providing a service user handbook outlining:
- What to expect from care services.
- How to communicate preferences and concerns.
- Who to contact for urgent assistance.

8. Ongoing Support, Monitoring, and Review

Onboarding does not end once care begins. We implement continuous monitoring and review to ensure service user satisfaction and safety.

First-month review meeting to gather service user feedback and adjust care plans if necessary.
Quarterly care plan reviews to ensure evolving needs are met.
Annual service quality assessments to incorporate user feedback into service improvements.
Immediate reassessment in cases of significant changes in health or well-being.

9. Protection Against Discrimination and Unfair Treatment

{{org_field_name}} upholds a zero-tolerance policy against discrimination. We ensure:

Inclusive and culturally sensitive care, respecting diverse backgrounds and beliefs.
Reasonable adjustments for service users with disabilities or additional support needs.
Protection under the Equality Act 2010, ensuring no service user faces unfair treatment based on age, gender, ethnicity, disability, or other protected characteristics.
A clear complaints and resolution process, allowing service users to report concerns confidentially.

10. Training and Support for Staff

To ensure smooth and professional onboarding, all care staff receive:

Comprehensive induction training covering:
- Person-centred care principles.
- Safeguarding and risk management.
- Communication and interpersonal skills.
- Compliance with legal and ethical standards.
Ongoing training sessions to keep staff informed on best practices.
Support from supervisors to ensure high-quality care provision.

11. Monitoring, Review, and Policy Updates

Our domiciliary care organisation conducts:

Annual audits of onboarding procedures to improve efficiency.
Feedback collection from service users and families to assess satisfaction.
Internal policy reviews in response to CQC recommendations or legal changes.

12. Conclusion

By implementing this New Service User Onboarding Policy, {{org_field_name}} ensures that all service users receive timely, respectful, and high-quality support. Our structured assessment, care planning, communication, and monitoring processes enable service users to experience a smooth transition into care services, with ongoing support to maintain their independence, dignity, and well-being.

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.