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{{org_field_name}}

Registration Number: {{org_field_registration_no}}

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New Service User Onboarding Policy

1. Purpose

The purpose of this policy is to ensure that {{org_field_name}} provides a structured, efficient, and person-centred onboarding process for new service users. A thorough onboarding process ensures that individuals receive high-quality care that is tailored to their needs, preferences, and rights.

This policy ensures that:

• Service users experience a seamless, professional, and welcoming transition into our care services.
• Needs assessments and care plans are comprehensive, person-centred, and regularly reviewed.
• Service users and their families understand our services, policies, and their rights.
• Our staff have all necessary information to provide safe, effective, and personalised care.

This policy aligns with:

• The Regulation and Inspection of Social Care (Wales) Act 2016.
• The Social Services and Well-being (Wales) Act 2014, ensuring a person-centred approach to care.
• Care Inspectorate Wales (CIW) regulations, covering safe care delivery and regulatory compliance.
• The Mental Capacity Act 2005, ensuring individuals are supported in decision-making.
• The Equality Act 2010, ensuring non-discriminatory access to care.

2. Scope

This policy applies to:

• All new service users who receive domiciliary care from {{org_field_name}}.
• Staff members involved in onboarding, including care coordinators, registered managers, and care workers.
• Family members, advocates, and external professionals involved in care planning.

This policy covers:

• Initial enquiry and service suitability assessment.
• Needs assessment and risk assessment.
• Creation of a personalised care plan.
• Introduction of care staff and service start.
• Ongoing monitoring and review of care plans.

3. Policy Statement

{{org_field_name}} is committed to ensuring that every new service user is welcomed into our care service with dignity, respect, and a clear understanding of the support available. Our onboarding process is structured, transparent, and person-centred, ensuring that:

• Service users and their families feel fully informed, involved, and supported.
• Care is tailored to individual needs, preferences, and goals.
• A collaborative approach is taken, involving healthcare professionals and support networks.
• Regulatory requirements are fully met, ensuring a high standard of care and safety.

4. Managing the New Service User Onboarding Process Efficiently

4.1. Initial Enquiry and Service Suitability Assessment

The onboarding process begins with an initial enquiry, where potential service users or their representatives express interest in our services. During this stage:

• A care coordinator or registered manager discusses the individual’s care needs, expectations, and eligibility for our services.
• A preliminary suitability check is conducted, ensuring our service can meet the individual’s requirements.
• An information pack is provided, including:
  • Details about {{org_field_name}}, our values, and the services we offer.
  • Information about service costs, funding options, and contracts.
  • An outline of rights, responsibilities, and complaints procedures.
• If our service is suitable, an in-depth needs assessment is scheduled. If not, we provide guidance on alternative support options.

4.2. Comprehensive Needs and Risk Assessment

A formal needs assessment is conducted in the individual’s home or a preferred location. This involves:

• Assessing physical, emotional, and social care needs, including:
  • Personal care requirements (e.g., dressing, bathing, toileting).
  • Mobility support and equipment needs.
  • Medication management.
  • Nutritional needs and meal preferences.
  • Social and emotional well-being, including hobbies and interests.
  • Cultural, religious, and language preferences.
  • Communication needs, including sensory impairments.
• A full risk assessment covering:
  • Home environment safety (e.g., fall risks, accessibility).
  • Fire safety and emergency response needs.
  • Infection control measures.
  • Any behavioural risks or triggers requiring specialist care.
• Involvement of family members and professionals, where appropriate, to ensure a holistic understanding of needs.
• A capacity assessment under the Mental Capacity Act 2005, ensuring the individual can make informed decisions about their care.

All findings are documented in a report, which forms the basis of the individual’s care plan.

4.3. Creation of a Personalised Care Plan

Once the assessment is complete, a tailored care plan is developed, ensuring:

• The service user’s wishes, preferences, and goals are central to the care approach.
• Specific instructions for care tasks are included, ensuring consistency among caregivers.
• Medical and health needs are fully documented, including prescribed medications and interventions.
• Personal routines and lifestyle preferences are incorporated.
• Safeguarding measures are identified, ensuring the individual’s well-being and protection.
• Consent is obtained, confirming that the service user or their representative agrees with the care plan.

4.4. Staff Introduction and Service Commencement

Before care services begin, {{org_field_name}} ensures a smooth transition by:

• Introducing the service user to their primary care team, ensuring familiarity and rapport-building.
• Providing staff with a full briefing on the individual’s care needs, preferences, and communication style.
• Scheduling a trial visit, if required, to allow the service user to meet their care team before regular care begins.
• Confirming start dates and service schedules, ensuring all logistical aspects are in place.
• Providing contact details for key personnel, ensuring the service user knows who to contact with queries or concerns.

4.5. Ongoing Monitoring and First Review

Within the first six weeks, a formal review meeting is conducted to:

• Gather feedback from the service user and family, ensuring satisfaction with care delivery.
• Review and update the care plan, addressing any required adjustments.
• Resolve any issues or concerns, ensuring a positive and continuous care experience.

After this initial review, care plans are reviewed every six months or sooner if circumstances change (e.g., health deterioration, new medical needs).

4.6. Service User Rights and Safeguarding

During onboarding, service users are informed of their:

• Right to dignity, respect, and high-quality care.
• Right to be involved in decision-making about their care.
• Right to privacy and confidentiality under GDPR and the Confidentiality and Data Protection Policy (DCW34).
• Right to make complaints or raise concerns, with clear procedures outlined in the Receiving and Acting on Complaints Policy (DCW14).
• Right to refuse care, unless this creates a significant safeguarding risk.

5. Related Policies

This policy aligns with:

• Person-Centred Care Policy (DCW07) – Ensuring all care is tailored to individual needs.
• Safeguarding Adults from Abuse and Improper Treatment Policy (DCW13) – Protecting vulnerable individuals during onboarding.
• Safe Care and Treatment Policy (DCW11) – Ensuring safe practices in care delivery.
• Equality, Diversity, and Inclusion Policy (DCW30) – Ensuring fair and inclusive onboarding processes.
• Mental Capacity and Deprivation of Liberty Safeguards Policy (DCW39) – Ensuring legal compliance for service users who lack capacity.

6. Policy Review

This policy will be reviewed annually or sooner if required due to:

• Changes in CIW regulations or best practice guidelines.
• Feedback from service users, families, or staff.
• Service developments or procedural improvements.

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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.