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Accessible Communication Policy

Aim

The aim of Cavendish Homecare Professionals is to ensure that clients are provided with adequate information about their care and treatment and receive appropriate support to help them to communicate if they need it.

Background

This organisation believes that every client should be given full information about care options that affect them and on which they can base their choices, including decisions about consent. In this context, the organisation recognises that the full and frank provision of information is vital if clients are to live with dignity, autonomy, independence and respect.

The organisation understands its duty under human rights legislation to ensure that information is communicated freely and in good faith and in a format that people can understand. It also recognises its duties under the following legislation:

  • Section 250 of the Health and Social Care Act 2012 requires all organisations that provide NHS services or publicly funded adult social care to follow the accessible information standard by law.
  • The Mental Capacity Act 2005 requires all adult social care organisations to ensure that the rights of those who lack capacity are safeguarded.
  • The Equality Act 2010 requires providers of services to make ‘reasonable adjustments’ in order to avoid putting a disabled person at a substantial disadvantage when compared to a person who is not disabled.

In addition to the above, this organisation also understands that communicating information and obtaining consent are key elements in complying with the registration requirements of the Care Quality Commission (CQC).

Policy

In Cavendish Homecare Professionals:

  • Meeting the communication needs of its clients, carers and relatives, and providing them with accessible information in a format that they can understand, is regarded as a key priority in the provision of safe, effective care which enhances people’s dignity and independence. In this respect the organisation will take every action necessary to achieve and maintain compliance with the accessible information standard.
  • Clients’ information and communication needs will be identified and recorded as part of their needs assessment, both at the first interaction or registration with the service and as part of on-going routine interaction and reviews with clients.
  • Information and communication needs will be flagged in clients’ notes so that they are prominent. They will be made ‘highly visible’ in care plans so that it is clear to all care staff how the needs should be met.
  • The information and communication needs of carers and relatives will be identified, recorded, flagged, shared and met wherever necessary.
  • Staff should take every opportunity to provide clients with adequate information about their care and treatment and to support their communication needs in line with their care plan. Where required, professional communication support should be sought or information presented in alternative formats, such as braille or large type, for clients with visual disabilities. This should be provided promptly and without unreasonable delay. Full support will be provided to clients with sensory, cognitive or physical disabilities that affect their ability to communicate and access information. Clients should be provided with information about any proposed care or treatment in an accessible way, and in formats that they can understand, as part of the process of obtaining informed consent. Information about care or treatment should be provided by a person who has sufficient knowledge about the client and about the care, treatment and support options they are considering, in order that the client can ask questions if they wish to. The information provided to the client about the care or treatment should include information about the risks, benefits and alternative options as well as information about how they can withdraw consent if they so wish.
  • Clients should always be given enough time to absorb information, which should be provided in an unhurried and patient way using all relevant forms of communication.
  • Where a client is suspected of lacking the capacity to make an informed decision relating to a consent issue then a ‘best interests’ decision may have to be made for them in such cases the full provisions of the Mental Capacity Act 2005 should be followed.
  • Where a client is found to lack the capacity to give their consent over one particular care or treatment option, it should never be assumed that this applies to all decisions. Further appropriate attempts should be made to inform them about treatment options and to obtain informed consent. Advocacy will be provided or sought for any client who might require it.
  • When they have consent or permission to do so, and where it is compliant with data protection and information governance policies, staff should share details about a client’s communication or information needs with other NHS and adult social care providers where necessary.
  • Feedback from surveys, inspections, complaints and from clients themselves will be used to identify areas of improvement in meeting people’s information and communication needs and in meeting the accessible information standard.
  • Quality assurance mechanisms will be in place to ensure that the organisation is meeting the information and communication needs of people. This will include regular audit and the inclusion of information and communication needs in annual service reviews.
  • Clients, carers, relatives and advocates should be encouraged and supported by staff to make a complaint or suggestion for improvement if they feel that the organisation is in any way failing to effectively support people with information or communication needs. The organisation has a clear complaints procedure in place, and information about this should be communicated to all clients in various formats. Wherever a person needs additional information or help to make a complaint or raise a concern or pass on feedback, this should be supported by staff.
  • The provision of adequate levels of information and communication support will be included as a standing item in surveys and feedback questionnaires for clients and relatives.

Training

In this organisation:

  • All new staff will be made aware of the organisation’s policies and procedures with regard to the provision of communication support and information during induction.
  • Induction will include guidance for all new staff in providing person-centred care with dignity and respect, including the communication of information to clients and the obtaining of consent.
  • Care staff will be trained to enable the effective implementation of the accessible information standard, including training in the assessment of communication needs and in methods of communication support.
  • All staff will be trained in the requirements of the Mental Capacity Act.

 

 

Revised:  January 2024

Version: 7 (Review)

Source:  Expert Care Manager