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{{org_field_name}}

Registration Number: {{org_field_registration_no}}

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Communication with Clients and Stakeholders Policy

{{org_field_name}}

1. Purpose

The purpose of this policy is to provide clear, professional, and effective guidance to all staff of {{org_field_name}} on how to communicate appropriately with clients, commissioners, regulators, partner organisations, and other external stakeholders. Good communication is fundamental to the delivery of high-quality temporary healthcare staffing services and to maintaining the reputation, integrity, and regulatory compliance of the agency. Communication must be clear, accurate, timely, confidential, and aligned with legal, contractual, and ethical obligations. This policy supports compliance with The Health and Social Care Act 2008 (Regulated Activities) Regulations 2014, The Data Protection Act 2018, UK General Data Protection Regulation (UK GDPR), The Equality Act 2010, and the CQC Fundamental Standards. The policy applies to verbal, written, electronic, and online communications.

2. Scope

This policy applies to:

• All registered nurses, healthcare assistants (HCAs), senior carers, and temporary staff employed or engaged by {{org_field_name}} under zero-hours or flexible contracts
• The Director and all office-based staff involved in communication, recruitment, compliance, and relationship management
• All interactions with clients, service commissioners, regulators (including CQC), suppliers, training providers, and other relevant external parties
  This policy covers all types of communication including telephone, email, face-to-face, written correspondence, electronic records, and social media.

3. Related Policies

• Communication and Record-Keeping Policy
• Confidentiality and Data Protection Policy
• Incident and Accident Reporting Policy
• Complaints Policy
• Whistleblowing Policy
• Code of Conduct
• Equality, Diversity and Inclusion Policy

4. Policy Statement

{{org_field_name}} is committed to establishing and maintaining effective, respectful, and transparent communication with all clients and external stakeholders. The agency recognises that the way we communicate influences relationships, trust, safety, and the delivery of high-quality care. Communication must:

• Be honest, clear, and factual
• Be conducted in a professional, courteous, and respectful manner
• Maintain confidentiality and comply with data protection legislation
• Support collaboration and shared decision-making
• Reflect the core values of integrity, accountability, and service-user-centred care
  The Director has overall responsibility for ensuring that communication with clients and stakeholders is well-managed, effective, and continually improved.

5. Responsibilities

Director
The Director will:

• Oversee the implementation and review of this policy
• Lead on communication with key clients, commissioners, and regulatory bodies
• Ensure all staff are aware of their responsibilities in communicating professionally and effectively
• Provide guidance and supervision on handling complex or sensitive communications
• Act as the main point of contact for managing complaints, contractual issues, and formal enquiries
• Ensure that communication systems, procedures, and staff training meet legal and regulatory standards

All Staff
All staff are responsible for:

• Representing {{org_field_name}} professionally in all communications with clients and stakeholders
• Maintaining confidentiality and safeguarding service user information
• Reporting communication challenges or concerns to the Director without delay
• Accurately documenting important communications as required
• Participating in relevant training regarding communication and record-keeping

6. Principles of Effective Communication

Communication by agency staff must always be:

• Clear: Information must be unambiguous and easy to understand
• Accurate: Staff must provide factual, up-to-date, and complete information
• Timely: Staff must respond promptly to all reasonable communication requests
• Respectful: Staff must show courtesy, politeness, and cultural sensitivity
• Confidential: Staff must ensure personal data is shared securely and only with those who have a legitimate need to know
• Open and transparent: Staff must be honest, especially when communicating about incidents, concerns, or service limitations

7. Communication Methods

Communication with clients and stakeholders may occur via:

• Face-to-face meetings
• Telephone and video calls
• Emails and electronic messaging
• Written correspondence (letters, reports, service agreements)
• Online portals or care platforms
  Staff must ensure that all communication methods comply with the agency’s confidentiality and data protection requirements.

8. Communication with Clients

Clients include care homes, nursing homes, supported living services, NHS bodies, local authorities, and other organisations receiving staffing support from {{org_field_name}}.
Staff must:

• Communicate clearly during placement introductions, handovers, and shift reports
• Escalate clinical concerns or incidents promptly to the appropriate client contact
• Respond to client queries, concerns, and requests for information promptly and professionally
• Share relevant information relating to staffing capacity, training, or registration status as appropriate
• Record key communications as part of the client’s and agency’s documentation procedures
• Respect client-specific policies and procedures regarding communication, documentation, and confidentiality

9. Communication with Stakeholders

Stakeholders include regulators (e.g., CQC), commissioners, partner agencies, suppliers, training providers, and statutory bodies.
The Director is responsible for:

• Maintaining positive relationships with external stakeholders
• Coordinating formal communication with regulators and commissioners
• Ensuring information shared is accurate, lawful, and authorised
• Responding to formal requests (e.g., audits, inspections, information requests) in a timely and professional manner
• Reporting notifiable incidents to regulatory bodies as required
• Keeping staff informed of any relevant feedback or recommendations from stakeholders

10. Confidentiality and Data Protection

All communication must comply with the Data Protection Act 2018 and UK GDPR. Staff must:

• Avoid sharing personal or sensitive information unless there is a lawful basis for doing so
• Use secure communication methods such as encrypted emails when handling confidential information
• Adhere to client-specific data protection protocols
• Report any actual or suspected data breaches immediately following the agency’s Incident and Accident Reporting Policy
• Maintain discretion when discussing client or service user information, particularly in public or informal settings

11. Incident, Complaint, and Concern Communication

Staff must report:

• Any incident involving harm, near misses, or safeguarding concerns to the client and {{org_field_name}} immediately
• All complaints from clients, service users, or other stakeholders in line with the Complaints Policy
• Any inappropriate, disrespectful, or discriminatory communication by staff, clients, or third parties
  The Director will coordinate responses to incidents and complaints and liaise with stakeholders in an open, transparent, and timely manner.

12. Record Keeping

Staff must ensure that significant communications are appropriately documented, including:

• Verbal conversations relating to care delivery, safeguarding, or significant changes
• Emails, letters, and written correspondence
• Client feedback, concerns, or complaints
• Records of meetings, handovers, or joint decision-making
  Records must be clear, accurate, and stored securely according to data protection requirements.

13. Use of Social Media

Staff must not:

• Discuss or disclose any information relating to {{org_field_name}}, clients, service users, or colleagues on social media
• Post inappropriate, offensive, or disrespectful content in relation to the agency or its clients
• Use social media platforms during working hours unless authorised and work-related
  Breaches of this requirement will be subject to disciplinary action.

14. Training

All staff will receive:

• Communication and record-keeping training during induction
• Ongoing refresher training as part of mandatory updates
• Additional guidance on communicating with clients and stakeholders when identified through supervision, audits, or incident investigations

15. Director’s Oversight

The Director is responsible for:

• Ensuring that this policy is effectively implemented and monitored
• Responding to communication-related incidents, concerns, or complaints
• Ensuring that communication remains legally compliant, professional, and effective
• Embedding learning from audits, client feedback, and incident reviews into training and communication processes

16. Monitoring and Quality Assurance

The Director will:

• Review communication practices as part of quality assurance audits
• Analyse complaints, incidents, and feedback for themes related to communication
• Implement corrective actions where needed
• Report on communication quality as part of governance and improvement processes

17. Policy Review

This policy will be reviewed annually by the Director or earlier if required due to changes in legislation, operational needs, or learning from incidents.

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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.