Fourways Residential Home

1. Policy

1.1 All staff at Fourways Community care have a responsibility to make information accessible and inclusive.

1.2 Fourways Community care will comply fully with the NHS England Accessible Information Standard and will perform the following 5 steps:

• Ask people if they have any information or communication needs, and find out how to meet their needs
• Record those needs in a set way
• Highlight in a Client's file so it is clear that they have information or communication needs, and clearly explain how these will be met
• Share information about a person’s needs with other NHS and adult social care providers when there is consent or permission to do so
• Act to make sure that people get information in an accessible way and receive communication support if they need it

1.3 Staff will have a working knowledge of the NHS England Accessible Information Standard, and Fourways Community care will be able to demonstrate compliance through audit and quality assurance processes.

1.4 In line with UK GDPR, data protection legislation, Fourways Community care will enable Clients to access their records when requested, and this includes the right to review and amend their documented communication preferences.

1.5 Where Clients are unable to provide consent in relation to their wishes with sharing of information, all decisions regarding this area will be made in line with the Mental Capacity Act 2005 and best interests requirements.

1.6 Fourways Community care will also comply with the Accessibility Regulations that came into force for public sector bodies in 2018 and require reasonable adjustments to be made to websites and mobile apps for those with disabilities to ensure that they remain accessible.

The regulations require a service's website to comply with W CAG2.1 AA by:

• Ensuring that the website is 'perceivable, operable, understandable and robust'
• Having an accessibility statement available on the website

Although some services may be exempt from the regulations (full government guidance can be referred to h ere), Fourways Community care recognises it has an obligation to ensure that reasonable adjustments are in place for disabled people.

1. Procedure

1.1 Steps to the Accessible Standard

There are five basic steps which make up the Accessible Information Standard:

1. Ask: Identify/find out if a Client has any communication or information needs relating to a disability or sensory loss, and if so, what they are.

2. Record: Record those needs in a clear, unambiguous and standardised way in electronic and/or paper-based records/administrative systems or documents.

3. Alert / Flag / Highlight: Ensure that the recorded needs are highly visible whenever the Client's record is accessed, and prompt for action.

4. Share: Include information about the Client's information/communication needs as part of existing data sharing processes (and in line with existing information governance frameworks).

5. Act: Take steps to ensure that Clients receive information which they can access and understand, and receive communication support if they need it.

1.2 Step 1 - Ask

At the earliest opportunity, e.g. when an enquiry for a Care service is raised, receiving staff must establish any communication needs or wishes in a timely manner.

Pre-assessment

Before commencing any Care, an assessment will be completed that identifies the communication needs and wishes of the Client. This information gathering will include identifying how the Client manages this and what support they will need from staff in order to enable effective communication.

Before commencing Care, Mrs Rachel Evans-White must determine that Fourways Community care can meet the communication needs of the Client. Staff must avoid making any assumptions about Clients' communication needs, and must take care to record people’s communication needs specifically and separately from any recording of disability or other protected characteristic status.

1.3 Ongoing Assessment

As part of the Care Plan cycle, assessments will be reviewed in accordance with locally agreed timescales or as a Client's condition changes. As part of this, staff will revisit and identify any new communication needs and support accordingly.

Mrs Rachel Evans-White will consider how to promote enabling all individuals accessing Fourways Community care to express their communication needs and wishes.

There are a range of resources (e.g. posters and leaflets) that can be accessed via NHS England that can help to raise awareness that Fourways Community care will accommodate different communication preferences (refer to the Further Reading section of this policy).

1.4 Step 2 - Record

Recording of communication needs and preferences will be highly visible and clear on paper formats (i.e. jargon free, in a simple language). Where electronic systems are used, coding must be in accordance with the defined terminology and assurance will be gained that persons receiving this shared information understand it.

1.5 Step 3 - Alert/ Flag/ Highlight

Staff at Fourways Community care must have systems in place to ensure that records (electronic or paper-based) clearly flag that the Client has a recorded communication need
- they will be highly visible and prompt staff to take action.

Where facilities are in place for automatically generated correspondence, alerts will pick up the requirement for alternative formats. Staff responsible for overseeing standard print letter releases to Clients must have systems in place to not send these where it would be inappropriate or inaccessible for that person. Fourways Community care will investigate and learn from any incidents of this nature.

1.6 Step 4 - Share

Consent will be gained from the Client who has identified specific communication preferences and needs in relation to sharing this information. Any limitations to this must also be documented and clarity provided as to what information can be shared, with whom, in what circumstances, and for what purposes.

Where consent cannot be obtained due to reduced capacity, staff should refer to the Mental Capacity Act (MCA) 2005 Policy and Procedure of Fourways Community care and best interest decisions made in line with the code of practice.

Existing internal and external communication systems such as the referral, transfer of Care and handover processes will include reference to communication support required for Clients.

1.7 Step 5 - Act

Staff must be aware of how to adapt their own communication styles to meet the needs of a Client, and they must also be competent with the use of any techniques or aids used by Clients.

It is acknowledged that it may take time to establish communication needs from Clients that choose to not disclose this information, and they must be encouraged to discuss their needs with staff.

Clients who use limited or no English, and those who use British Sign Language (BSL) or the deaf-blind manual alphabet, will have access to a professional interpreter. Staff will support the Client to access this and will work with any advice and support offered by the interpreter.

Where staff are required to support Clients to source an interpreter or communication professional, this must be based on the following considerations:

• Qualifications
• DBS clearance
• Professional code of conduct
• Experience
• Preference of the Client (e.g. in relation to gender)
• Specialist skills needed

Any concerns in relation to the suitability or practice of the interpreter will be discussed with Mrs Rachel Evans-White.

1.8 Environment

Although the Accessible Information Standard does not include environmental or facilities matters, some aspects apply to Clients with a disability, impairment or sensory loss, in order to facilitate communication.

Staff must always consider whether some rooms are ‘better’ than others for people with communication needs, e.g. less clutter, improved lighting, soundproof. As part of the Care Plan process, the environment must be considered and appropriate locations detailed in the Care Plan where specific rooms might provide better support to facilitate communication.
Staff will consider lighting, in particular where lip reading is vital for the Client.

Mrs Rachel Evans-White will accommodate communication aids that support individuals with communication, such as loop systems, in agreement and review with Fourways community Care.

1.9 Conversion of Format

Mrs Rachel Evans-White must consider in advance how to facilitate the conversion of key documents, policies and procedures in a timely manner. Mrs Rachel Evans-White will identify which communication formats can be used or produced within Fourways Community care, for example, email and text message (for people who are deaf as an alternative to telephone, and for people who are blind as an alternative to printed information), and large print.

Staff should also refer to the Recite Me tool within QCS Compliance Centre, which will support with the conversion of policies and resources into different languages, large print and audio amongst other available functions.

A local suite of support services and points of contact will be made available in readiness for accessing specific communication requirements that cannot be met within Fourways Community care. Mrs Rachel Evans-White will consider how needs can be met by the use of remote, virtual, digital and telecommunications solutions, as well as paper format.

1.10 Staff can refer to the Supporting Communication and Sensory Needs Policy and Procedure of Fourways Community care for practical support and procedures that can extend to any person accessing Fourways Community care.

Time should be factored into accommodating communication needs, as some Clients may need longer periods of time to process information than others.

1.11 Training and Education

New staff joining Fourways Community care will receive an induction that includes communication. For new Care Workers, they will also be required to complete the Care Certificate which includes standards around communication.

Ongoing, staff will be encouraged to develop their learning further. This will be identified through supervisions and appraisals, and by training needs analysis.

1.12 Audit and Review

Mrs Rachel Evans-White will ensure that processes are in place to make sure that information recorded is current and accurate.

Record keeping audit processes will include a review of the communication preferences of Clients. Overarching quality assurance checks of Fourways Community care will identify meeting the needs of any Client accessing Fourways Community care. Any findings of discrepancy will be immediately acted upon and reflected upon to ensure the risk of reoccurrence is reduced.

Clients will be supported to provide feedback about their experiences, with information received by Fourways Community care in the most appropriate forum. Information received will be acted upon as part of the continuous improvement cycle.