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DCW77-CIW Inspection Ratings Display Policy

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Registration Number: {{org_field_registration_no}}

CIW Inspection Ratings Display Policy

1. Purpose

The purpose of this policy is to ensure that {{org_field_name}} fully complies with the regulatory requirements concerning the display, publication, and communication of Care Inspectorate Wales (CIW) inspection ratings. The policy sets out how {{org_field_name}} will ensure that CIW inspection ratings are displayed prominently and accurately across all physical and digital platforms, providing clear and accessible information to service users, families, and the wider public about the quality of our service. It further aims to ensure staff understand the significance of CIW ratings and their role in maintaining high standards of care. This policy also confirms how {{org_field_name}} will use inspection findings to inform and drive continuous improvement in service delivery.

2. Scope

This policy applies to all employees, including care workers, administrative staff, managers, and responsible individuals involved in the delivery of services within {{org_field_name}}. It also encompasses all individuals who seek information about our services, including service users, their families, and other stakeholders. It applies exclusively to the regulatory framework and inspections carried out by Care Inspectorate Wales (CIW).

3. Legal and Regulatory Framework

This policy aligns with the following legislation and regulatory requirements:

Key legal duties under the 2025 Regulations include:

Exemptions: A physical sign/poster is not legally required for:

4. Displaying CIW Inspection Ratings

4.1 Physical Display Requirements

Where the service is legally required to display ratings, {{org_field_name}} will display the official CIW ratings poster/sign in the specified form for that service and location.

Exempt services: Where a physical poster/sign is not legally required (e.g., exempt categories), we will only display if we choose to do so and we will still follow the same “specified form, legible, conspicuous, dated” standards.

Timescales and control: CIW will issue the poster after publication of the inspection report; on receipt, the Registered Manager/Compliance Lead will ensure it is displayed without delay and that older posters are removed.

Loss/damage: If the ratings poster is lost or damaged, we will contact CIW immediately to request a replacement.

4.2 Digital Display Requirements

Where {{org_field_name}} maintains a website (directly or via a third party), we will display the most recent inspection ratings for each service on that website in a way that makes it clear which ratings relate to which service location.

Website widget (required approach):

Widget controls:

We will not use the widget in any way that is misleading, we will not modify it, and we will not use it in any way that could bring CIW into disrepute, sell it, sublicense it, or use it in a way that could intentionally damage CIW.

Other digital channels:

Where we refer to ratings on social media, newsletters, or email footers, we will do so by linking directly to the CIW directory/service page (or to the embedded widget page) rather than re-typing or re-creating the ratings, to reduce the risk of displaying outdated or incorrect information.

5. Informing Service Users and Families

Service users and their families will be provided with up-to-date information on CIW inspection ratings. This will include sharing the latest report upon admission to our services, as well as through newsletters and at regular meetings. A ‘Welcome Pack’ will include a section on CIW inspection ratings and how to access reports. Quarterly meetings with families and service users will provide an opportunity to discuss inspection outcomes and any improvements made as a result.

Copies available on request:

In line with the Regulated Services (Inspection Ratings) (Wales) Regulations 2025, {{org_field_name}} will make copies of the most recent inspection ratings for each service location available upon request. Requests can be made to the Registered Manager/office, and copies will be provided in a format appropriate to the requester’s needs (e.g., paper copy, email, large print where required).

Access to inspection reports:

Our Welcome Pack / written guide will include clear instructions on how to access the most recent CIW inspection report (including where it can be found online and how to request a copy).

6. Training Staff on Inspection Ratings

All staff will be informed of the most recent CIW inspection rating and key findings during team meetings and annual training sessions. Care workers are expected to be able to explain what the rating means and how it relates to the quality of care provided. Managers and supervisors will ensure that they understand the inspection process and are able to discuss and implement improvements based on CIW findings.

7. Updating Inspection Ratings

As soon as inspection ratings are published in the CIW inspection report, {{org_field_name}} will ensure the most recent ratings are displayed without delay in all required places and formats.

7.1 Review and appeal of inspection ratings

Where {{org_field_name}} believes inspection ratings are based on factual inaccuracy or incomplete evidence, the Responsible Individual/Registered Manager will follow the statutory review and appeal process. A request for review must be made within the required statutory timescales, and any subsequent appeal will be lodged within the required timescales following the review outcome.

While any review/appeal is underway, {{org_field_name}} will continue to display the most recently published inspection ratings. If the ratings are amended following the statutory process, we will update all displays without delay after the amended ratings are published/confirmed.

All correspondence and decisions will be retained in the service’s compliance/quality records.

8. Responding to Inspection Findings and Continuous Improvement

{{org_field_name}} will review all inspection findings from CIW and incorporate feedback into our continuous improvement processes. Action plans will be developed to address any issues raised and to further improve our services. Service users, families, and staff will be consulted in shaping improvement initiatives, ensuring that everyone has the opportunity to contribute to the ongoing enhancement of care quality.

9. Handling Complaints and Public Queries About Ratings

We recognise the importance of responding transparently and efficiently to any questions or complaints regarding CIW inspection ratings. Service users and families will be informed of their right to ask questions about our inspection ratings. Any concerns will be addressed in line with our formal complaints procedure, with clear signposting to CIW if necessary.

Failure to display ratings where legally required may result in regulatory action. Managers must therefore treat ratings display as a compliance priority and escalate any barriers to immediate resolution.

10. Related Policies

This policy should be read in conjunction with:

11. Policy Review

This policy will be reviewed annually or sooner if there are changes in legislation, updates to CIW requirements, or organisational needs. The Registered Manager and Responsible Individual are responsible for ensuring this policy remains current and fully compliant with CIW expectations.

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.

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