HCS46-Service User and Family Engagement Policy

Registration Number: {{org_field_registration_no}}

Service User and Family Engagement Policy

1. Purpose

The purpose of this policy is to ensure that {{org_field_name}} actively engages with people we support and their families in a meaningful, inclusive, and effective way. Engagement fosters a partnership approach, enabling individuals and their families to contribute to the design, delivery, and continuous improvement of care services. This policy outlines how {{org_field_name}} ensures transparency, accessibility, and responsiveness to the needs and preferences of people we support and their families.

This policy is in line with the Health and Social Care Standards (Scotland), ensuring that individuals receiving care have a voice in decisions that affect them. It promotes respect, dignity, choice, and person-centred care while meeting regulatory expectations from the Care Inspectorate Scotland.

2. Scope

This policy applies to all staff, including care workers, supervisors, and managers within {{org_field_name}}, as well as the people we support, their families, legal representatives, and advocacy services. It ensures that engagement is embedded in all aspects of care planning, service delivery, and quality improvement.

3. Legal and Regulatory Framework

This policy aligns with:

Health and Social Care Standards (Scotland) – Ensuring individuals experience care and support tailored to their needs and preferences.
Scottish Social Services Council (SSSC) Codes of Practice – Outlining professional expectations for engaging with individuals and their families.
Equality Act 2010 – Ensuring inclusion, non-discrimination, and accessibility in engagement activities.
The Carers (Scotland) Act 2016 – Recognising the rights of carers and their role in care planning.
Care Inspectorate Quality Framework – Ensuring robust engagement in service evaluation and improvement.

4. Principles of Engagement

Engagement with people we support and their families is based on the following principles:

Person-Centred Approach – Ensuring that care is tailored to the needs, choices, and aspirations of each individual.
Transparency and Open Communication – Keeping people informed about their care and involving them in decisions.
Active Participation – Encouraging meaningful involvement in service development, delivery, and evaluation.
Inclusivity – Ensuring diverse voices, including those with communication needs, are heard and respected.
Continuous Improvement – Using feedback to enhance care services and adapt to evolving needs.

5. Methods of Engagement

5.1 Individual Care Planning and Decision-Making

Each person supported by {{org_field_name}} has a personal care plan developed in collaboration with them and their families where applicable. The care planning process includes:

A detailed assessment of needs, preferences, and goals.
Regular review meetings (minimum every six months) with input from the person and their family.
Encouraging individuals to express their preferences through advocacy services if needed.
Ensuring all changes to care plans are discussed and agreed upon with the individual and/or their legal representative.

5.2 Regular Communication with Families

Maintaining open lines of communication with families ensures ongoing engagement. Methods include:

Scheduled updates – Care staff or key workers provide regular updates via phone, email, or face-to-face meetings.
Immediate notifications – Families are informed promptly about any significant changes in the individual’s condition or care arrangements.
Family meetings – Organised periodically to discuss care, answer questions, and gather feedback.
Accessible communication – Ensuring that information is available in appropriate formats (e.g., large print, easy read, translations).

5.3 Feedback and Consultation Mechanisms

To ensure continuous improvement, {{org_field_name}} actively seeks feedback through:

Annual satisfaction surveys – Distributed to individuals and families to assess service quality.
Care review meetings – Providing an opportunity for direct input on care experiences.
Suggestion boxes – Placed in service locations or available digitally for anonymous feedback.
Focus groups and forums – Encouraging people we support and families to discuss concerns, share experiences, and contribute ideas for service development.

5.4 Compliments, Complaints, and Concerns Handling

A clear complaints and compliments procedure ensures that people we support and families can express their concerns or appreciation. This process includes:

Easy-to-understand guidance on how to raise concerns.
Multiple channels for lodging complaints (verbal, written, online, anonymous options).
A fair and timely investigation process that ensures all concerns are addressed.
Learning from feedback – Using concerns and complaints to drive service improvements.

5.5 Family and Carer Involvement in Service Development

{{org_field_name}} values the input of families and carers in shaping policies and improving service quality. Opportunities for involvement include:

Representation on advisory groups to contribute insights on improving care services.
Participation in policy review discussions to ensure policies reflect the real needs of people receiving care.
Involvement in recruitment panels for new care staff to ensure that the views of people we support are considered.

6. Supporting Meaningful Engagement

6.1 Training for Staff

Staff receive training on effective engagement strategies, including:

Communication skills and active listening techniques.
Understanding person-centred care approaches.
Recognising and respecting cultural, linguistic, and disability-related communication needs.
Using assistive communication tools for individuals with speech or language difficulties.

6.2 Accessibility and Inclusion

Engagement methods must be inclusive and accessible. This means:

Providing alternative communication methods, such as sign language interpreters, braille, or easy-read documents.
Ensuring that people with dementia, learning disabilities, or sensory impairments can participate meaningfully in decision-making.
Supporting families who may have literacy, language, or accessibility barriers.

7. Monitoring and Continuous Improvement

Engagement is monitored to ensure effectiveness and continuous service improvement. This includes:

Quarterly reviews of engagement activities to assess their impact.
Analysis of feedback trends to identify areas for improvement.
Action plans developed in response to concerns raised by people we support and their families.
Annual engagement reports shared with people receiving care and regulatory bodies.

8. Related Policies

This policy should be read alongside:

Complaints and Feedback Policy
Equality, Diversity, and Inclusion Policy
Person-Centred Care Planning Policy
Communication and Accessibility Policy

9. Policy Review

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

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.