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{{org_field_name}}

Registration Number: {{org_field_registration_no}}

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Personal Care and Dignity Policy

{{org_field_name}}

1. Purpose

The purpose of this policy is to establish clear, consistent, and legally compliant guidance to all staff of {{org_field_name}} on the provision of personal care to service users while upholding their dignity, privacy, and rights at all times. Personal care is a fundamental aspect of supporting individuals who require assistance with daily living due to age, disability, illness, or frailty. All agency workers must deliver personal care in a manner that promotes respect, autonomy, and person-centred practice. This policy aligns with The Health and Social Care Act 2008 (Regulated Activities) Regulations 2014, the CQC Fundamental Standards, the Care Act 2014, and the Equality Act 2010. It reflects the codes of professional conduct including the NMC Code and the Code of Conduct for Healthcare Support Workers and Adult Social Care Workers in England. Personal care must be provided with compassion, sensitivity, and in full consultation with service users and their representatives, in line with the values of dignity, choice, independence, and privacy.

2. Scope

This policy applies to:

• All registered nurses, healthcare assistants (HCAs), senior carers, and temporary workers employed or engaged by {{org_field_name}}
• All workers delivering personal care within placements in care homes, nursing homes, or other healthcare environments
• The Director, supervisors, and support staff responsible for oversight and governance
  Personal care refers to any activity involving direct contact with a service user where assistance is provided with tasks relating to the body and personal hygiene, nutrition, dressing, continence, comfort, and mobility.

3. Related Policies

• Safeguarding Adults and Children Policy
• Communication and Record-Keeping Policy
• Incident and Accident Reporting Policy
• Infection Prevention and Control Policy
• Equality, Diversity and Inclusion Policy
• Complaints Policy
• Whistleblowing Policy
• Code of Conduct
• Professional Boundaries and Relationships Policy

4. Policy Statement

{{org_field_name}} is committed to ensuring that all agency workers provide personal care in a safe, respectful, and person-centred way which upholds the rights, choices, and dignity of service users. Our staff will:

• Promote independence and maximise service user control
• Deliver care in a way that respects privacy and personal space
• Communicate effectively and compassionately throughout care delivery
• Work collaboratively with service users, their families, and client organisations
• Comply with legislation, professional codes of conduct, and client policies

5. Responsibilities

Director
The Director has full responsibility for the implementation, monitoring, and review of this policy. The Director will:

• Ensure that all agency staff are aware of and trained in this policy
• Oversee supervision and appraisal processes to monitor care standards
• Respond to and investigate any concerns or complaints about personal care delivery
• Lead quality improvement and learning from incidents related to personal care and dignity
• Promote a culture of dignity, compassion, and person-centred care across all aspects of service delivery

Agency Staff
All agency staff are responsible for:

• Providing personal care in accordance with this policy, professional codes, and client procedures
• Reporting concerns about the welfare or dignity of service users immediately
• Participating in supervision, appraisal, and training to maintain high standards of practice
• Reflecting on their care practices and actively seeking to improve
• Acting as advocates for service users by promoting their rights and wellbeing

6. Principles of Personal Care

Dignity and Respect
Agency staff must ensure that every interaction preserves the dignity of the service user. Staff must:

• Address service users respectfully, using their preferred name or title
• Explain all care actions clearly before commencing
• Allow service users to express preferences regarding who provides their personal care and how
• Provide privacy during all personal care activities, such as using curtains, screens, or closed doors
• Promote autonomy by offering choices and encouraging participation
• Never expose service users unnecessarily during dressing, toileting, or washing

Consent
All personal care must be provided with the service user’s consent. Staff must:

• Obtain valid consent before carrying out personal care tasks
• Respect the right to refuse care and record refusals appropriately
• Follow the principles of the Mental Capacity Act 2005 if a service user lacks capacity, ensuring that decisions are made in the person’s best interests and recorded properly

Individual Needs and Preferences
Personal care must be tailored to meet the individual needs, beliefs, and preferences of service users. Staff must:

• Consider religious, cultural, gender, or personal preferences
• Adapt care routines to respect established habits and choices
• Communicate with families and advocates where appropriate, in consultation with the client organisation
• Avoid imposing personal values on service users

Communication
Effective communication is essential during personal care. Staff must:

• Use language appropriate to the service user’s level of understanding
• Be patient and give time for responses
• Use non-verbal communication appropriately for service users with communication difficulties
• Avoid patronising, dismissive, or disrespectful language
• Report communication difficulties to the client organisation

Privacy
Staff must protect the privacy of service users by:

• Closing doors, curtains, and screens during personal care
• Ensuring conversations about personal care are held discreetly
• Respecting confidential information in line with the Data Protection Act 2018 and UK GDPR
• Maintaining modesty and covering service users appropriately during intimate care

7. Personal Care Activities

Personal care may include but is not limited to:

• Assistance with bathing, washing, oral care, and grooming
• Dressing and undressing
• Continence support, including toileting and management of continence aids
• Assistance with eating and drinking
• Support with mobility and positioning
• Assistance with managing pressure area care
• Assistance with personal hygiene following episodes of incontinence
  Staff must always follow care plans, risk assessments, and the instructions of the client organisation when delivering personal care.

8. Infection Prevention and Control

Personal care activities carry a risk of infection transmission. All staff must:

• Follow {{org_field_name}}‘s and the client’s Infection Prevention and Control Policy
• Use personal protective equipment (PPE) appropriately
• Wash hands before and after delivering care
• Dispose of waste and soiled materials safely
• Follow local protocols for managing outbreaks of infection

9. Managing Personal Boundaries

Agency staff must always:

• Maintain professional boundaries
• Avoid becoming over-familiar or entering into personal relationships with service users
• Follow the Professional Boundaries and Relationships Policy
• Report any concerns regarding boundary issues immediately

10. Incident Reporting

Any concerns relating to personal care, including incidents where dignity may have been compromised, must be reported following:

• The client organisation’s internal procedures
• {{org_field_name}}‘s Incident and Accident Reporting Policy
  Staff must also report safeguarding concerns following the Safeguarding Adults and Children Policy.

11. Supporting Staff

The Director will ensure that staff:

• Receive induction and refresher training on personal care, dignity, and safeguarding
• Have access to supervision where personal care challenges or concerns can be discussed
• Are supported following incidents or complaints relating to personal care delivery
• Are given feedback and learning following audits or investigations

12. Working with Client Organisations

Agency staff must:

• Comply with client-specific care plans, policies, and risk assessments
• Report any changes in service user needs promptly
• Work in partnership with client staff to ensure consistent and coordinated care
• Seek guidance where client-specific expectations regarding personal care are unclear

13. Training

All agency staff will receive:

• Training on person-centred care and dignity during induction
• Regular updates on safeguarding, privacy, consent, infection control, and communication
• Additional training if incidents or audits indicate a need
  The Director will ensure that training is reviewed annually to reflect best practice, legal changes, and emerging service needs.

14. Quality Assurance

The Director will oversee regular audits and reviews of:

• Incident reports
• Complaints and feedback relating to personal care
• Staff supervision and appraisal records
• Training completion records
  Findings will be used to improve personal care delivery and ensure dignity is consistently promoted.

15. Director’s Oversight

The Director of {{org_field_name}} is responsible for:

• Ensuring effective implementation of this policy
• Reviewing incidents and complaints relating to personal care
• Leading quality improvement initiatives
• Ensuring that all staff understand their responsibilities relating to dignity and personal care
• Promoting a positive culture of respect and compassion across the agency

16. Policy Review

This policy will be reviewed annually by the Director or sooner if required due to legislative or best practice developments.

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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.