{{org_field_logo}}

{{org_field_name}}

Registration Number: {{org_field_registration_no}}

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Using Social Media Platforms Policy

1. Purpose

The purpose of this policy is to provide clear guidance on the responsible, ethical, and lawful use of social media by employees of {{org_field_name}}. This policy ensures that staff understand how to engage with social media safely, protecting the privacy, dignity, and confidentiality of service users while maintaining the professional reputation of the organisation.

This policy aligns with the Regulation and Inspection of Social Care (Wales) Act 2016​, the General Data Protection Regulation (GDPR), the Data Protection Act 2018, the Social Care Wales Code of Professional Practice, and guidance from Care Inspectorate Wales (CIW). It also reflects best practices in safeguarding, confidentiality, and professional conduct.

2. Scope

This policy applies to: All employees of {{org_field_name}}, including care staff, managers, administrative personnel, and contractors. Any official social media accounts managed by {{org_field_name}}. Personal social media use where it impacts the organisation, service users, or colleagues.

It covers: Acceptable and unacceptable use of social media. Protecting service user confidentiality. Preventing reputational risks and legal breaches. Reporting and managing social media misuse. Staff training on responsible social media use.

3. Principles of Using Social Media in a Care Setting

3.1 Professional Conduct on Social Media

Employees must always maintain professionalism when using social media, whether they are posting on official company accounts or personal profiles. This means: Never sharing confidential information about service users, staff, or the organisation. Avoiding comments that could be perceived as offensive, discriminatory, or defamatory. Not engaging in online disputes or posting inappropriate content that could damage professional credibility. Respecting boundaries when engaging with service users or their families on social media.

All social media interactions must align with the Social Care Wales Code of Professional Practice, which requires staff to uphold public trust in the profession and act with integrity, respect, and responsibility.

3.2 Protecting Service User Privacy and Confidentiality

Service users have a legal right to privacy under GDPR and the Data Protection Act 2018. Employees must: Never post images, videos, or personal details of service users on social media, even if the service user consents. Avoid discussing service users’ care, conditions, or personal matters online. Not tag, reference, or disclose any details that could indirectly identify a service user. Report any suspected breaches of confidentiality immediately to their manager.

Any use of service user information for official marketing or awareness campaigns must have explicit written consent from the service user or their legal representative.

3.3 Managing Official Social Media Accounts

{{org_field_name}} may use official social media accounts for communication, marketing, recruitment, and raising awareness of care services. These accounts must be managed responsibly to maintain professionalism and regulatory compliance. This includes: Posting accurate, non-misleading information about the organisation and its services. Ensuring all content aligns with CIW guidelines and professional standards. Not responding to complaints or sensitive matters publicly—these should be handled through official complaint procedures. Engaging positively with the community while avoiding controversial discussions.

Only authorised personnel may post on behalf of {{org_field_name}}, and all content must be reviewed and approved before publishing.

3.4 Personal Social Media Use and Employment Responsibility

Employees are free to use social media in their personal time, but they must ensure that their activity does not negatively impact their role or the organisation. This means: Avoiding negative or defamatory posts about {{org_field_name}}, colleagues, or service users. Not sharing confidential or sensitive work-related information. Not posting anything that could bring the organisation into disrepute, such as inappropriate language, discriminatory comments, or illegal activity. Avoiding discussing work-related grievances publicly—these should be raised through internal procedures.

Even when posting on personal accounts, employees are still bound by confidentiality agreements and professional codes of conduct.

3.5 Interaction with Service Users and Families on Social Media

To maintain professional boundaries and safeguarding, employees must: Not accept friend requests or follow service users or their families on personal social media accounts. Avoid private messaging service users through social media platforms. Direct any online inquiries from service users to official communication channels.

This helps prevent ethical conflicts, safeguarding concerns, and potential breaches of professional conduct.

3.6 Social Media and Safeguarding Responsibilities

Social media can be used for grooming, exploitation, or abuse, and employees have a duty to report any safeguarding concerns related to social media use. This includes: Service users being targeted or harassed online. Inappropriate images or comments posted about a service user. Suspicious or exploitative online behaviour.

Concerns must be reported immediately to the Safeguarding Lead in line with the Safeguarding Adults from Abuse and Improper Treatment Policy (DCW13)​.

3.7 Reporting and Managing Social Media Misuse

If an employee is concerned about inappropriate social media activity, they must report it to their manager or HR department immediately. Examples of misuse include: Posting confidential service user information. Harassment or cyberbullying of colleagues. Unprofessional comments about the organisation or its employees. Online behaviour that breaches regulatory or legal requirements.

Any breaches of this policy may result in disciplinary action, including formal warnings or dismissal for serious breaches, in line with the Disciplinary and Grievance Policy (DCW31)​.

4. Efficiency in Managing Social Media Risks

To ensure efficient management of social media use, {{org_field_name}} implements: Clear guidelines and training, ensuring all employees understand their responsibilities. A monitored approval system, where only authorised personnel manage official accounts. Regular audits of social media use, identifying risks and ensuring compliance. Incident reporting mechanisms, allowing quick action against policy breaches. Ongoing updates to policy, ensuring it reflects new regulations, risks, and best practices.

These measures help protect the organisation, service users, and employees while ensuring that social media is used responsibly and effectively.

5. Related Policies

This policy should be read alongside: Confidentiality and Data Protection (GDPR) Policy (DCW34)​, Safeguarding Adults from Abuse and Improper Treatment Policy (DCW13)​, Equality, Diversity, and Inclusion Policy (DCW30)​, Staff Conduct and Code of Ethics Policy (DCW28)​, Disciplinary and Grievance Policy (DCW31)​.

6. Policy Review

This policy will be reviewed annually, or sooner if legislative changes, new risks, or operational requirements necessitate amendments.

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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.