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{{org_field_name}}

Registration Number: {{org_field_registration_no}}

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Person-Centred Care Policy

1. Purpose

The purpose of this policy is to ensure that all care provided by {{org_field_name}} is person-centred, meaning that it is designed to meet the unique needs, preferences, and aspirations of each individual we support. We are committed to promoting well-being, dignity, respect, and independence while enabling individuals to exercise choice and control over their care. This policy is in full compliance with the Regulation and Inspection of Social Care (Wales) Act 2016 and aligns with CIW’s core values of care, fairness, respect, integrity, and professionalism.

In delivering person-centred care we also have regard to the Welsh Ministers’ Statutory Guidance for care home and domiciliary support services (Version 3 – March 2024) and ensure individuals receive the information and support they need to participate in assessments, planning and day-to-day decisions in an appropriate language, format and manner, including communication support where required.

2. Scope

This policy applies to:

• All employees involved in delivering care and support services, including care workers, senior staff, and management.
• Individuals receiving care from {{org_field_name}}, including those with complex health and social needs.
• Family members, advocates, and representatives who support service users in making decisions about their care.

3. Core Principles of Person-Centred Care

At {{org_field_name}}, we implement the following person-centred principles to deliver care that is responsive to individual needs:

3.1 Individual Choice and Control

We ensure that each person we support:

• Has the right to make informed choices about their care, in line with the Social Services and Well-being (Wales) Act 2014.
• Is actively involved in their care planning, decision-making, and review process.
• Receives clear and accessible information to make informed choices, including alternative care options.

3.2 Personalised Care Planning

Each individual receiving care has a Personal Care Plan, developed in partnership with them, their family, and healthcare professionals. This includes:

• A full initial assessment to determine their needs, goals, and preferences.
• A regular review process to adapt care plans based on changing needs.
• The use of personal outcomes as defined in the Regulated Services (Service Providers and Responsible Individuals) (Wales) Regulations 2017.

3.3 Personal Outcomes, Co-production and Review

Personal plans are co-produced with the individual (and, where appropriate, their representative/advocate) and focus on the person’s personal outcomes and what matters to them. We agree how progress will be measured and recorded, and we review the plan:

• at agreed intervals,
• whenever needs or risks change, and
• following significant events (for example: hospital admission, safeguarding concern, change of medication impacting support, or a pattern of missed/shortened calls).
  Individuals are supported to access their records in line with data protection requirements and are told how to request corrections or raise concerns about record accuracy.

3.4 Promoting Independence and Well-being

• We support individuals to retain as much independence as possible, encouraging them to complete daily tasks with assistance only when needed.
• Our staff use enabling approaches rather than simply providing care, promoting confidence and self-sufficiency.

3.5 Respect for Dignity and Rights

• Care is provided in a respectful and dignified manner, with sensitivity to cultural, religious, and personal preferences.
• We uphold human rights as outlined in our Commitment to Uphold and Promote Human Rights Policy.
• Our services ensure compliance with equality and anti-discrimination laws, ensuring inclusivity and fairness.

3.6 Communication, Information and Engagement

We ensure individuals have the information they need to make, or participate in, assessments, personal plans and day-to-day decisions about their care and support, and we provide support to help them understand that information where needed. Information is provided in the appropriate language, style, presentation and format for the person, taking account of their communication needs and preferences (for example: easy read, large print, pictorial formats, digital formats).

We take reasonable steps to meet language needs, including actively offering services in Welsh where this is the person’s first language or preferred language, and we will arrange interpretation/translation and communication support as required. We ensure individuals have access to any aids and equipment necessary to facilitate communication (for example: hearing/visual aids support, communication passports, BSL, Makaton or other agreed methods) and staff are supported to use these appropriately.

Individuals are offered advocacy support where needed, and are supported to express their views and wishes, including where decisions are complex or the person has difficulty communicating.

3.7 Quality of Life and Social Inclusion

• We encourage community participation, social activities, and meaningful engagement.
• Our care planning incorporates emotional, psychological, and social well-being, recognising the impact of loneliness and isolation.
• We evidence the quality of person-centred support through planned and unannounced spot checks, direct observation during supervisory visits (where consent is provided), review of daily notes/records, service user experience feedback, outcomes review, and learning from complaints, compliments and safeguarding concerns, to drive continuous improvement.

4. Efficient Management of Person-Centred Care

To ensure effective implementation, we have the following structures in place:

4.1 Training and Staff Development

• All staff receive mandatory training on person-centred care, communication skills, and ethical decision-making.
• Ongoing supervision and appraisals ensure that care workers understand and apply person-centred principles.

4.2 Monitoring and Quality Assurance

• We conduct regular reviews of care plans to ensure they remain aligned with the individual’s evolving needs.
• Our Quality of Care Review process, as guided by the CIW Quality Review Framework, ensures continuous improvement.
• Findings and themes (including outcomes achieved, communication/language access, and equality impacts) are captured within our governance and quality review arrangements, with actions tracked to completion and shared learning communicated to staff.

4.3 Feedback, Concerns and Complaints

We make it easy for individuals, families and representatives to provide feedback, raise concerns or make a complaint in a format that suits them. We ensure people know they can do so without fear of reprisal and that they will be supported to communicate their views.

On commencement of the service (and whenever requested), we provide clear information on how to complain internally, expected timescales, and how to escalate concerns externally, including signposting to Care Inspectorate Wales (CIW), the Public Services Ombudsman for Wales, and Llais (the Citizen Voice Body for health and social care in Wales) for advocacy and support.

4.4 Regulatory Compliance

• We ensure compliance with the Regulated Services (Service Providers and Responsible Individuals) (Wales) Regulations 2017.
• Our practices align with CIW’s inspection framework, ensuring high-quality service delivery.

4.5 CIW Ratings and Transparency

We support individuals and families to make informed choices by being open about quality and performance. Where CIW has published ratings for our service, we will ensure these are displayed and shared in line with legal requirements, and we will explain what the ratings mean and how people can access the latest CIW inspection report.

5. Related Policies

This policy should be read in conjunction with:

• Dignity and Respect Policy (DCW08)
• Consent to Care Policy (DCW09)
• Safeguarding Adults from Abuse and Improper Treatment Policy (DCW13)
• Equality, Diversity, and Inclusion Policy (DCW30)
• Health and Safety at Work Policy (DCW16)

6. Policy Review

This policy will be reviewed annually or sooner if there are changes in legislation, best practice, or business needs. Any amendments will be communicated to staff and stakeholders. practice, or business needs. Any amendments will be communicated to staff and stakeholders.

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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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