Staff Conduct and Code of Ethics Policy and Procedure

1. Governance

1.1. This is the Staff Conduct and Code of Ethics Policy and Procedure for The Good Place Home Care Services Limited.

1.2. The Good Place Home Care Services Limited will be referred to in this document as "The Good Place Home Care Services Limited","The Good Place","We","Us", or "Our".

1.3. Our registered address is: 186 Wetmore Road, Burton-on-Trent, Staffordshire, DE14 1QZ.

1.4. We can be contacted by:-

• a. Telephone: 01283 296 337
• b. Email: [protected:ahello][protected:athegoodplace.care]
• c. Post: The Good Place, 186 Wetmore Road, Burton-on-Trent, Staffordshire, DE14 1QZ

1.5. Words importing one gender include all genders, and words in the singular include the plural and vice versa, unless the context requires otherwise.

1.6. Document control sheet:-

2. Purpose

2.1. To set out our expectations on integrity, professionalism and accountability while delivering safe, compassionate, person-centred care.

2.2. To ensure that we fulfil the legal and regulatory responsibilities.

2.3. To support us to meet, and be able to evidence compliance with, the following CQC Single Assessment Framework quality statements:-

3. Scope

3.1. This policy applies to:-

• a. All employees (permanent, temporary, bank), including care workers, administrative staff and management.
• b. Agency workers and other workers supplied through third parties while working for The Good Place.
• c. Volunteers, students/ apprentices, office holders/ directors and third-party contractors acting on behalf of The Good Place.

3.2. Service users and families are not subject to this Code but are entitled to receive care that meets these standards.

4. Policy Statement

4.1. The Good Place expects all workers to act with integrity, professionalism and accountability while delivering safe, compassionate, person-centred care. This Code supports compliance with the CQC Fundamental Standards and the CQC Single Assessment Framework (the 5 key questions and associated quality statements), the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 (including Regulation 20: Duty of Candour), the Equality Act 2010 and UK data protection law. We foster a culture of openness, speaking up and learning from feedback, incidents, outcomes and complaints.

4.2. We actively encourage staff to raise concerns (speak up) about safety, quality, bullying, harassment or unethical practice without fear of detriment, in line with our Whistleblowing (Raising Concerns) Policy and Procedure and the Freedom to Speak Up principles. All concerns will be taken seriously, investigated fairly and used as opportunities for learning and improvement.

5. Legal & Regulatory Framework

5.1. This policy is guided by:-

• a. CQC Fundamental Standards under the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 (including Regulation 20: Duty of Candour).
• b. CQC Single Assessment Framework (5 key questions and quality statements).
• c. CQC (Registration) Regulations 2009 – statutory notifications (e.g., Reg 16 death; Reg 18 other incidents).
• d. Care Act 2014 (adult safeguarding).
• e. Mental Capacity Act 2005 and Deprivation of Liberty Safeguards (DoLS). Liberty Protection Safeguards (LPS) have not commenced at the time of this policy; DoLS remains the current legal framework.
• f. Safeguarding Vulnerable Groups Act 2006 and DBS duty to refer where legal tests are met.
• g. Equality Act 2010 and Human Rights Act 1998.
• h. UK General Data Protection Regulation (UK GDPR) and Data Protection Act 2018, as amended from time to time by relevant UK legislation.
• i. Counter-Terrorism and Security Act 2015 (Prevent duty).
• j. Bribery Act 2010 (gifts, hospitality and conflicts of interest).

5.2. The Good Place is fully committed to meeting the requirements of the Accessible Information Standard (AIS), as set out by NHS England. This means we will ensure that people with a disability, impairment, or sensory loss receive information and communication support that they can understand and use effectively. This may include large print, easy-read versions, audio formats, or the use of interpreters and communication aids. See our Accessible Information Standard (AIS) Policy and Procedure for further details.

5.3. We also comply with the Equality Act 2010 and are fully committed to promoting diversity, and human rights in all aspects of our service provision and employment practices. We are dedicated to ensuring that all individuals, including staff, service users, and stakeholders, are treated fairly, with dignity and respect, and without discrimination. We will also make reasonable adjustments so that no individual is treated less favourably when using our service. This includes supporting people with protected characteristics such as age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation. See our Equality, Diversity and Human Rights Policy and Procedure for further details.

6. Professional Standards of Conduct

6.1. All staff must:-

• a. Act with honesty, integrity, and professionalism at all times.
• b. Understand and follow the CQC Fundamental Standards and relevant CQC quality statements in day-to-day practice.
• c. Treat service users, colleagues, and stakeholders with respect, dignity, and fairness.
• d. Provide safe, high-quality, and compassionate care.
• e. Maintain appropriate personal and professional boundaries.
• f. Report any conflicts of interest that could affect professional judgment.
• g. Avoid discriminatory, abusive, or unethical behaviour.
• h. Be open and honest with people using services and their representatives in line with Regulation 20: Duty of Candour.
• i. Declare conflicts of interest immediately and ensure they are recorded in the Conflicts of Interest Register.
• j. Gifts and hospitality: do not solicit or accept cash or other gifts.
• k. Social media and messaging: never post work-related confidential information; do not befriend or privately message service users or families via personal accounts; only use approved channels.
• l. Where you are required to be registered with a professional regulator (for example, NMC, HCPC, Social Work England), maintain your registration, comply with your professional code of conduct, and immediately inform your line manager of any conditions, cautions, investigations or changes to your registration status.

7. Ethical Principles and Responsibilities

7.1. Dignity and Respect:-

• a. Treat all individuals with kindness, respect cultural differences, and uphold service user rights.

7.2. Confidentiality:-

• a. Maintain strict confidentiality of service user information and handle all personal data in accordance with UK GDPR, the Data Protection Act 2018 and our Confidentiality and Data Protection (UK GDPR) Policy and Procedure.

7.3. Duty of Care:-

• a. Prioritise service user well-being, ensuring their safety and independence, including following risk assessments, care plans, lone-working procedures and escalation pathways where there are concerns about safety or capability to deliver planned care.

7.4. Non-Maleficence:-

• a. Avoid causing harm through neglect, abuse, or unethical practices.

7.5. Accountability:-

• a. Accept responsibility for actions, decisions, and their consequences.

7.6. Autonomy and Consent:-

• a. Obtain valid, informed consent; where a person may lack capacity, follow the Mental Capacity Act (presume capacity, support decision-making, act in best interests, and use the least-restrictive option).

7.7. Justice and Inclusion:-

• a. Actively remove barriers and promote equality, diversity and human rights.

7.8. Speaking Up and Candour:-

• a. Raise concerns promptly where you believe there is, has been, or may be, a risk of harm, unsafe practice, bullying, harassment or unethical behaviour, using local line-management routes or the Raising Concerns, Freedom to Speak Up and Whistleblowing Policy and Procedure.
• b. Be open and honest with people using services and their representatives when things go wrong, in line with Regulation 20: Duty of Candour and our Duty of Candour Policy and Procedure.

8. Interactions with Service Users and Colleagues

8.1. Person-Centred Care:-

• a. Tailor care and support plans to the unique needs, preferences, goals, culture, communication needs and rights of each service user, involving them (and where appropriate their representatives) in assessments, reviews and day‑to‑day decisions about their care.

8.2. Professional Boundaries:-

• a. Do not engage in financial transactions or personal favours with service users.
• b. Avoid forming personal, romantic, or inappropriate relationships with service users or their families.
• c. Maintain professional distance in all interactions.
• d. Immediately speak to your line manager if you feel that professional boundaries are becoming blurred or if you are unsure how to respond to a request from a service user or family member.
• e. Follow our Maintaining Professional Boundaries Policy and Procedure.

8.3. Gifts/ benefits:-

• a. Do not accept cash, loans, or tips; declare and record any offered gift (however small).

8.4. Service user money or property:-

• a. Only handle service user money or property where this is clearly authorised in the care plan and by our policies;
• b. Keep clear records, obtain receipts and dual sign-off where required, and immediately report any discrepancies, missing items or concerns about financial abuse in line with our Raising Concerns, Freedom to Speak Up and Whistleblowing Policy and Procedure.

8.5. Digital contact:-

• a. Do not use personal devices, personal email addresses, personal messaging apps or social media accounts to contact service users or families. Use only approved work systems and devices in line with our Confidentiality and Data Protection (UK GDPR) Policy and Procedure.

8.6. Team Collaboration:-

• a. Foster a supportive and inclusive work environment.
• b. Communicate openly and professionally.
• c. Address conflicts constructively and report concerns.
• d. Contribute to a positive, inclusive culture where bullying, harassment, discrimination and victimisation are not tolerated, and where colleagues feel able to seek support for their wellbeing.

9. Safeguarding, Confidentiality, and Data Protection

9.1. Safeguarding Responsibilities:-

• a. Identify and report any signs or allegations of abuse, neglect, exploitation or self‑neglect, promoting “Making Safeguarding Personal” by involving the adult at risk in decisions wherever possible and respecting their rights, wishes and desired outcomes.
• b. Follow the organisation’s Safeguarding Policy and escalation procedures.
• c. Attend mandatory safeguarding training.

9.2. Follow Making Safeguarding Personal principles and local adult safeguarding procedures, for adults, act under the Care Act 2014 (including Section 42 enquiries).

9.3. Be alert to signs that an individual may be vulnerable to radicalisation and escalate concerns through local Prevent pathways, in line with the Counter-Terrorism and Security Act 2015. Attend Prevent awareness training where required for your role.

9.4. Where staff are dismissed/ removed (or would have been) for harming or risking harm in regulated activity, make a DBS barring referral.

9.5. Statutory CQC notifications:-

• a. The Registered Manager (or delegate) must notify CQC without delay of a service user death (Regulation 16) and other specified incidents (Regulation 18 and other applicable regulations), using the current CQC online forms and guidance.
• b. Where an incident is also a safeguarding concern or notifiable to another body (for example, local authority safeguarding team, Health and Safety Executive, police, ICO), notifications must be made to all relevant bodies.

9.6. Data Protection:-

• a. Handle service user records securely.
• b. Handle personal data in line with UK GDPR and the Data Protection Act 2018 (as amended by the Data (Use and Access) Act 2025). Use the minimum necessary information, document a lawful basis, complete DPIAs where required, keep records secure, and report personal data breaches to the ICO within 72 hours where legally required. Respond to data subject requests (e.g., access, rectification) within one month. 

10. Compliance, Accountability, and Disciplinary Actions

10.1. All staff must adhere to this policy and understand that breaches may result in disciplinary action, up to and including dismissal, in line with our Disciplinary Policy and Procedure. Serious concerns may also be referred to external bodies such as CQC, professional regulators, the Disclosure and Barring Service (DBS), the police or the Information Commissioner’s Office (ICO) where required.

10.2. Actions that may lead to disciplinary measures include:-

• a. Gross Misconduct: Theft, abuse, harassment, or serious breaches of confidentiality.
• b. Negligence in Care: Failing to provide appropriate support, leading to harm or distress.
• c. Failure to Report Concerns: Ignoring safeguarding risks or not disclosing unethical behaviour.
• d. Misuse of social media or messaging platforms, including posting offensive, discriminatory, confidential or inappropriate content about work, colleagues or service users, or contacting service users via personal accounts.
• e. Breach of duty of candour responsibilities.
• f. Failure to make required CQC notifications or to cooperate with investigations.
• g. Failure to make a DBS referral where the legal duty is met.
• h. Bribery, improper gifts/hospitality or undeclared conflicts of interest.
• i. Failure to cooperate fully and honestly with internal investigations or external safeguarding, regulatory or legal enquiries.