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{{org_field_name}}

Registration Number: {{org_field_registration_no}}

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Open Door Policy

1. Purpose

The purpose of this Open Door Policy is to create a culture of transparency, accessibility, and communication within {{org_field_name}}. It ensures that service users, staff, families, and external stakeholders can raise concerns, share ideas, or seek clarification without fear of reprisal. This policy supports CQC’s fundamental standards of good governance, person-centred care, and safeguarding, ensuring that the service operates with openness and integrity.

By maintaining an open-door environment, we aim to empower individuals to speak openly, address issues proactively, and promote continuous improvement in service delivery. This policy aligns with CQC’s Regulation 16 on receiving and acting on complaints, Regulation 10 on dignity and respect, and Regulation 20 regarding the duty of candour.

2. Scope

This policy applies to all staff, service users, their families and advocates, and external stakeholders interacting with {{org_field_name}}. It covers all settings within the supported living environment, including service delivery sites, administrative offices, and remote communication channels.

3. Policy Statement

{{org_field_name}} is committed to fostering a supportive and inclusive environment where everyone feels empowered to communicate openly. This includes discussing service quality, reporting concerns, suggesting improvements, or seeking support from management. The Open Door Policy reflects our dedication to maintaining a person-centred culture and promoting well-being, as outlined in the Care Act 2014.

4. Implementation and Responsibilities

4.1 Service Leadership

• The Registered Manager and senior leadership team will maintain an open-door approach, making themselves available during office hours for staff, service users, and visitors to discuss concerns, ideas, or suggestions.
• Managers will ensure that confidentiality is respected and that no one faces discrimination or adverse consequences for speaking up, aligning with CQC’s safeguarding requirements under Regulation 13.
• Leaders will foster a psychologically safe environment where individuals feel valued and heard.

4.2 Staff Responsibilities

• Staff are encouraged to approach line managers or senior staff with any issues, ideas, or feedback, ensuring that matters are addressed in a timely and constructive manner.
• Any safeguarding concerns raised must be reported immediately following the Safeguarding Policy, in line with Regulation 13.
• Staff should actively promote the open-door culture to service users and their families, ensuring they know how to access management for support.

4.3 Service Users and Families

• Service users and their families will be informed of the Open Door Policy during the onboarding process and through regular communication channels.
• They will have access to senior staff to discuss concerns, provide feedback, or request support, either in person, via phone, or through email.
• In cases where a service user cannot communicate independently, advocates or family members will be supported in raising concerns on their behalf, aligning with person-centred care principles under Regulation 9.

5. Communication and Accessibility

• Information about the Open Door Policy will be displayed prominently in communal areas and included in the service user guide.
• Access to senior staff will be facilitated through scheduled availability, clear contact details, and flexible communication channels.
• Reasonable adjustments will be made to accommodate service users with disabilities, communication difficulties, or sensory impairments, in line with the Equality Act 2010 and CQC Regulation 10.

6. Managing Feedback and Concerns

• All concerns or feedback raised through the Open Door Policy will be recorded and addressed promptly, following the procedures outlined in the Complaints Policy.
• If an issue requires further investigation, the Duty of Candour Policy will be applied, ensuring transparency and honest communication about outcomes.
• Staff will be trained on how to manage open-door communications sensitively, ensuring privacy, dignity, and respect for all involved.

7. Monitoring and Review

• The effectiveness of the Open Door Policy will be monitored through regular staff and service user feedback, management reviews, and CQC inspections.
• Any patterns of concerns identified through open-door discussions will inform service improvements and risk management strategies, aligning with the Good Governance Policy.
• Incidents of non-compliance with this policy will be addressed through the Disciplinary and Grievance Policy, ensuring accountability and continuous improvement.

8. Related Policies

This policy works alongside the following policies:

• Safeguarding Adults from Abuse and Improper Treatment Policy.
• Duty of Candour Policy.
• Receiving and Acting on Complaints Policy.
• Good Governance Policy.
• Whistleblowing (Speaking Up) Policy.
• Equality, Diversity, and Inclusion Policy.

9. Policy Review

This policy will be reviewed annually or earlier if there are changes in legislation, CQC guidance, or operational requirements. The Registered Manager is responsible for ensuring the policy remains current and effective in promoting open communication across all areas of service delivery.

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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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