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{{org_field_name}}

Registration Number: {{org_field_registration_no}}

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New Service User Onboarding Policy

1. Purpose

The purpose of this policy is to outline a structured, person-centred, and legally compliant onboarding process for new service users entering supported living at {{org_field_name}}. The transition into a supported living environment can be challenging, and our goal is to ensure that all new service users receive a welcoming, supportive, and dignified experience.

Our onboarding process is designed to:

• Provide person-centred care: Each new service user will receive care tailored to their individual needs, preferences, and goals in compliance with Regulation 9 (Person-Centred Care).
• Ensure dignity and respect: The onboarding process will be conducted with sensitivity, transparency, and respect, in line with Regulation 10 (Dignity and Respect).
• Promote independence and well-being: We focus on supporting new service users to maintain autonomy, choice, and social inclusion from the start of their journey with us.
• Comply with legal and regulatory requirements: We adhere to the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014, the Care Act 2014, and Mental Capacity Act 2005.
• Ensure a smooth transition: We provide comprehensive support, clear information, and regular assessments to help new service users adjust to their new environment.

2. Scope

This policy applies to:

• All new service users entering {{org_field_name}} Supported Living Services.
• Families, carers, and advocates involved in the onboarding process.
• All staff members, including care workers, key workers, and management.
• External professionals, such as social workers, healthcare professionals, and commissioners.

The policy covers every stage of onboarding, from initial referral and assessment to post-transition review, ensuring that all necessary support mechanisms are in place.

3. Legal and Regulatory Framework

This policy aligns with the following key legislation and regulations:

3.1 Health and Social Care Act 2008 (Regulated Activities) Regulations 2014

• Regulation 9 (Person-centred care): Requires care to be tailored to each individual’s needs.
• Regulation 10 (Dignity and Respect): Ensures that service users are treated with respect and privacy.
• Regulation 11 (Need for Consent): Ensures that care is only provided with valid consent.
• Regulation 13 (Safeguarding service users from abuse): Protects service users from harm and exploitation.

3.2 Care Act 2014

• Establishes the duty to assess and meet individuals’ needs.
• Emphasises well-being, dignity, and choice as fundamental rights.

3.3 Mental Capacity Act 2005

• Ensures that service users who lack capacity receive support in decision-making.
• Requires best interest decisions for those who cannot make informed choices.

4. Onboarding Process at {{org_field_name}}

The onboarding process follows a structured seven-step approach to ensure a smooth and personalised transition for new service users.

Step 1: Initial Enquiry and Referral

The onboarding process begins with a referral or enquiry, which may come from:

• Local authorities and social workers.
• Family members, friends, or carers.
• Healthcare professionals, such as GPs, hospitals, or mental health services.
• The service user themselves (self-referral).

What we do:

• A dedicated onboarding coordinator collects key information about the potential service user.
• The team reviews the referral against our service criteria to determine initial suitability.
• We provide an overview of our service, values, and expectations to the individual and their family.

Step 2: Pre-Assessment and Suitability Review

Before confirming acceptance, we conduct a detailed pre-assessment that includes:

• Face-to-face consultation with the service user, their family, and relevant professionals.
• Medical and healthcare assessment to determine required support levels.
• Mental capacity assessment (if needed) under the Mental Capacity Act 2005.
• Safeguarding risk assessment to identify vulnerabilities and safety concerns.
• Accommodation suitability assessment to ensure their living arrangements meet their needs.

After assessment, a formal suitability decision is made. If the service user is accepted, we proceed to care planning. If not, alternative recommendations and referrals are provided.

Step 3: Person-Centred Care Planning

A comprehensive Person-Centred Care Plan is developed in collaboration with the service user, covering:

• Health and medical needs, including medication support.
• Personal care requirements (hygiene, dressing, mobility).
• Nutritional preferences and meal planning in line with Regulation 14 (Nutrition and Hydration).
• Daily routines, hobbies, and social activities.
• Cultural, religious, and identity-based considerations.
• Communication preferences, including assistive technology needs.

This plan is reviewed and agreed upon with the service user before they move in.

Step 4: Transition and Welcome Programme

We ensure a smooth transition by offering:

• A welcome pack with essential information.
• A guided tour of the facility and introduction to key staff.
• A gradual integration approach, including short visits before permanent move-in.
• A peer buddy system, pairing new service users with existing residents for support.

Step 5: Staff Training and Support

All staff involved in onboarding receive specialist training, including:

• Effective communication skills for engaging with new service users.
• Mental health and emotional well-being training.
• Safeguarding and abuse prevention (Regulation 13).

Step 6: Ongoing Monitoring and Review

We conduct regular onboarding reviews to assess the service user’s experience:

• First-week review: Checks initial experience and adjustments needed.
• One-month review: Evaluates well-being, satisfaction, and care plan effectiveness.
• Three-month review: Formal review with feedback from service users and staff.
• Annual reviews: Ensures continued high-quality care and adjustments as needed.

Step 7: Complaints, Feedback, and Continuous Improvement

We encourage open communication and feedback through:

• Regular service user and family meetings.
• Satisfaction surveys conducted quarterly.
• A clear complaints process, in compliance with Regulation 16 (Receiving and Acting on Complaints).

All complaints are handled with confidentiality, fairness, and urgency to improve our service quality.

5. Policy Review and Compliance Monitoring

This policy is reviewed annually or sooner if there are changes in legislation or operational needs.

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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}}
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