Equality, Diversity and Human Rights Policy and Procedure

1. Governance

1.1. This is the Equality, Diversity and Human Rights 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 detail our commitment to Promoting Equality, Diversity, and Human Rights.

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 all individuals involved in the provision, receipt, or support of domiciliary care services provided by The Good Place.

3.2. The Good Place Staff:-

• a. All employees, including permanent, temporary, and agency care workers.
• b. Office-based staff, including managers, administrators, and coordinators.
• c. Volunteers and apprentices working within the organisation.
• d. Any individual providing remote or in-person support on behalf of the organisation.

3.3. Service Users:-

• a. All individuals receiving domiciliary care services, regardless of their background or personal characteristics.
• b. People with disabilities, long-term conditions, or support needs.
• c. Individuals with diverse religious, cultural, or lifestyle preferences.

3.4. Family Members, Friends, and Advocates:-

• a. Relatives, informal caregivers, and friends of service users.
• b. Advocates or representatives acting on behalf of service users.

3.5. Visitors and External Professionals:-

• a. Healthcare professionals (e.g., district nurses, social workers, GPs).
• b. Local authority representatives and CQC inspectors.
• c. Contractors and suppliers providing goods or services to the organisation.

3.6. This policy applies to all environments where care is provided, managed, or coordinated.

3.7. Service Users' Homes:-

• a. The primary setting for domiciliary care services.
• b. Care must be delivered in a way that respects the individual’s home environment, privacy, and personal preferences.
• c. Service users must be treated with dignity and free from discrimination while receiving care in their own homes.

3.8. Care Provider Offices:-

• a. The organisation’s main office and any additional administrative locations.
• b. Ensuring fair treatment of all employees and visitors within office environments.
• c. Non-discriminatory policies must be upheld in recruitment, training, and staff interactions.

3.9. Remote and Digital Interactions:-

• a. Telephone, video calls, and online consultations used for care coordination or support.
• b. Staff must maintain professional, inclusive, and respectful communication.
• c. Digital accessibility considerations, including alternative communication methods for individuals with disabilities.

4. Policy Statement

4.1. This policy sets out The Good Place’s commitment to promoting equality, diversity, and human rights in all aspects of its service provision and employment practices. The organisation is dedicated to ensuring that all individuals, including staff, service users, and stakeholders, are treated fairly, with dignity and respect, and without discrimination.

4.2. We proactively identify and implement reasonable adjustments (for example, interpreters, alternative formats, flexible visit times, gender-concordant carers on request) so people can access and benefit from our service on an equal basis.

4.3. Commitment to Promoting Equality, Diversity, and Human Rights

4.3.1. At The Good Place, we recognise that fostering an inclusive environment benefits everyone. We are committed to:-

• a. Eliminating discrimination, harassment, and victimisation.
• b. Advancing equality of opportunity between individuals with protected characteristics and those without.
• c. Fostering good relations between people from different backgrounds.
• d. Upholding and promoting human rights principles in care delivery and employment practices.

4.3.2. We ensure that our approach aligns with national legal frameworks and best practices, creating a workplace and service that is welcoming and inclusive for all.

4.4. Alignment with Legal and Regulatory Frameworks

4.4.1. This policy aligns with relevant legislation, including but not limited to:-

• a. The Equality Act 2010 – Establishing legal protection against discrimination for individuals with protected characteristics.
• b. The Human Rights Act 1998 – Protecting fundamental rights and freedoms.
• c. The Care Quality Commission (CQC) Fundamental Standards – Ensuring person-centred, non-discriminatory care.
• d. Other relevant statutory regulations, codes of practice, and sector guidance.

5. Legal & Regulatory Framework

5.1. The Good Place is committed to complying with all relevant legislation and regulatory requirements concerning equality, diversity, and human rights. This section outlines the key legal frameworks that guide our approach to ensuring fair and equitable treatment for all individuals, including service users, staff, and stakeholders.

5.2. The Equality Act 2010

5.2.1. The Equality Act 2010 is the primary legislation governing equality and anti-discrimination laws in the UK. It protects individuals from unfair treatment based on nine protected characteristics:-

• a. Age
• b. Disability
• c. Gender reassignment
• d. Marriage and civil partnership
• e. Pregnancy and maternity
• f. Race
• g. Religion or belief
• h. Sex
• i. Sexual orientation

5.2.2. Under this Act, The Good Place is required to:-

• a. Prevent discrimination, harassment, and victimisation.
• b. Make reasonable adjustments for individuals with disabilities.
• c. Ensure equal opportunities in employment and service provision.
• d. Promote good relations between people from different backgrounds.

5.3. The Human Rights Act 1998

5.3.1. The Human Rights Act 1998 incorporates fundamental rights from the European Convention on Human Rights (ECHR) into UK law. These rights include:-

• a. Right to life (Article 2) – Ensuring the safety and well-being of individuals.
• b. Freedom from torture and inhumane treatment (Article 3) – Providing care with dignity and respect.
• c. Right to liberty and security (Article 5) – Protecting individuals from unjust detention.
• d. Right to private and family life (Article 8) – Respecting personal choices and confidentiality.
• e. Freedom from discrimination (Article 14) – Ensuring equal treatment under the law.

5.4. Care Quality Commission (CQC) Fundamental Standards

5.4.1. The CQC Fundamental Standards outline the minimum requirements that all care providers must meet to ensure high-quality and person-centred care. Key standards related to equality, diversity, and human rights include:-

• a. Person-centred care – Respecting individual needs and preferences.
• b. Dignity and respect – Treating everyone fairly and compassionately.
• c. Safety – Protecting individuals from harm, abuse, and discrimination.
• d. Complaints handling – Providing clear processes for raising concerns.

5.5. Other Relevant Legislation

5.5.1. In addition to the key Acts above, the following laws also influence this policy:-

• a. The Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 – Ensuring care providers uphold equality and human rights.
• b. The Public Sector Equality Duty (PSED) under the Equality Act 2010 – Requiring public bodies and care providers working with public services to promote equality.
• c. The Mental Capacity Act 2005 – Protecting individuals who may lack the capacity to make certain decisions, ensuring decisions are made in their best interests.
• d. The Public Sector Equality Duty (PSED) under the Equality Act 2010 – Requiring specified public bodies (including local authorities and NHS bodies that commission our services) to have due regard to the need to eliminate discrimination, advance equality of opportunity and foster good relations. The Good Place supports commissioners to meet these duties through our own compliance with the Equality Act 2010 and our equality, diversity and human rights commitments.

5.5.2. 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.

6. Roles & Responsibilities

6.1. Ensuring the effective implementation of this Equality, Diversity, and Human Rights (EDHR) policy requires commitment and accountability from all individuals involved in the delivery and receipt of domiciliary care services. By clearly defining responsibilities for leadership, staff, service users, and external stakeholders, The Good Place ensures that equality, diversity, and human rights are actively upheld throughout all aspects of domiciliary care. Everyone has a role in creating a respectful, inclusive, and legally compliant care environment.

6.2. Leadership and Management Responsibilities

6.2.1. Senior management and leadership teams play a critical role in embedding equality, diversity, and human rights principles across The Good Place. Their responsibilities include:-

6.2.2. Setting the Standards:-

• a. Establishing a culture of inclusivity, respect, and zero tolerance for discrimination.
• b. Leading by example in promoting equality and diversity in all aspects of service delivery.
• c. Ensuring compliance with legal and regulatory requirements, including the Equality Act 2010 and CQC Fundamental Standards.

6.2.3. Policy Implementation and Monitoring:-

• a. Ensuring this EDHR policy is effectively communicated to all staff, service users, and external stakeholders.
• b. Reviewing and updating the policy regularly to reflect changes in law, best practices, and organisational needs.
• c. Implementing monitoring systems to track adherence to EDHR principles in recruitment, service delivery, and workplace culture.

6.2.4. Training and Support:-

• a. Providing regular training on equality, diversity, and human rights for all employees.
• b. Ensuring staff feel supported in upholding EDHR principles and have access to guidance and advice.
• c. Encouraging an open-door policy where staff and service users feel comfortable raising concerns.

6.2.5. Handling Complaints and Non-Compliance:-

• a. Taking swift and appropriate action in response to discrimination, harassment, or policy breaches.
• b. Ensuring fair and transparent procedures for investigating complaints.
• c. Enforcing disciplinary measures against individuals found to be violating EDHR policies.

6.3. Staff Responsibilities

6.3.1. All employees of The Good Place, including domiciliary care workers and office-based staff, must actively support and uphold the principles of equality, diversity, and human rights. Their responsibilities include:-

6.3.2. Providing Inclusive and Non-Discriminatory Care:-

• a. Treating all service users with respect, dignity, and fairness, regardless of their background or personal characteristics.
• b. Personalising care to meet the individual needs, preferences, and cultural beliefs of service users.
• c. Ensuring service users' rights to privacy, independence, and choice are always upheld.

6.3.3. Professional Conduct and Communication:-

• a. Using respectful and non-discriminatory language when speaking with service users, colleagues, and external professionals.
• b. Reporting any discriminatory behaviour, harassment, or unfair treatment they witness or experience.
• c. Promoting a positive, inclusive work environment by respecting and valuing differences.

6.3.4. Compliance with Policies and Training:-

• a. Attending and participating in equality, diversity, and human rights training.
• b. Understanding and adhering to all relevant policies, procedures, and legal requirements.
• c. Raising concerns about potential EDHR policy breaches to management.
• d. Recognising that discriminatory abuse, hate incidents and breaches of human rights may be safeguarding concerns and must be reported promptly in line with our Safeguarding Adults Policy and Procedure.

6.4. Service User Responsibilities

6.4.1. While the organisation is committed to providing inclusive and respectful care, service users also have responsibilities to ensure a positive and non-discriminatory environment for care workers and others involved in their care. These include:-

6.4.2. Respecting Care Workers and Staff:-

• a. Treating care workers, office staff, and other professionals with dignity and respect.
• b. Refraining from discriminatory, abusive, or offensive language or behaviour.

6.4.3. Providing Information and Preferences:-

• a. Communicating their needs, preferences, and any concerns regarding equality and diversity.
• b. Informing care workers about any specific cultural, religious, or personal requirements to ensure personalised care.

6.4.4. Reporting Concerns:-

• a. Reporting any issues of discrimination, unfair treatment, or harassment to the organisation.
• b. Engaging with the organisation’s complaint and feedback processes to help improve services.

6.4.5. If a service user behaves in a discriminatory or abusive manner towards staff or others, The Good Place will take appropriate action, which may include reviewing their care plan or, in extreme cases, withdrawing services.

6.5. Role of External Stakeholders and Contractors

6.5.1. External professionals, suppliers, and contractors working with The Good Place must also adhere to the principles of equality, diversity, and human rights. Their responsibilities include:-

6.5.2. Compliance with EDHR Policies:-

• a. Ensuring their own organisational policies align with equality and diversity principles.
• b. Treating all service users and staff with fairness, dignity, and respect.

6.5.3. Non-Discriminatory Service Provision:-

• a. Providing services and resources that do not disadvantage any group based on protected characteristics.
• b. Making reasonable adjustments to accommodate the needs of diverse service users.

6.5.4. Addressing Concerns and Reporting Issues:-

• a. Reporting any discrimination, harassment, or unfair treatment witnessed within the organisation.
• b. Cooperating with the organisation’s EDHR monitoring and compliance procedures.

6.5.5. Failure to adhere to EDHR principles may result in contract termination or discontinuation of professional relationships.

7. Data Protection & Confidentiality

7.1. At The Good Place, we recognise that protecting an individual's confidentiality and ensuring compliance with data protection laws are fundamental to ethical and legal care practices, especially when handling personal and sensitive health data.

7.2. See our Confidentiality and Data Protection (UK GDPR) Policy and Procedure for full details on how personal and health data must be obtained, stored, shared, and processed in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

7.3. When Data Can Be Shared Without Consent

7.3.1. In some situations, data protection laws allow information to be shared without consent if it is necessary for:-

• a. Safeguarding: If there is a serious risk of harm to a service user or others, staff have a duty to share information with appropriate agencies (e.g., local authority safeguarding teams).
  • aa. Local Authority: Staffordshire County Council
    • i. Email: [protected:aSSASPB.admin][protected:astaffordshire.gov.uk]
    • ii. Online: Staffordshire & Stoke-on-Trent Adults Safeguarding Partnership Board
    • iii. Telephone (working hours): 0345 604 2719
    • iv. Telephone (out of hours): 0345 604 2886
• b. Medical emergencies: If a person is unconscious or unable to provide consent, relevant medical information may be shared with healthcare professionals to provide urgent care.
• c. Legal requirements: If ordered by a court or required by law (e.g., under the Mental Capacity Act 2005, Deprivation of Liberty Safeguards).

7.3.2. In all cases where consent is overridden, the decision must be justified, recorded, and reported to senior management.

8. Definitions

8.1. For the purposes of this policy:-

• a. "EDHR" means Equality, Diversity and Human Rights.
• b. "Equality" means ensuring that people are not treated less favourably because of a protected characteristic, and have fair access to opportunities, services and support.
• c. "Diversity" means recognising, respecting and valuing the differences between people, including their backgrounds, cultures, identities and experiences.
• d. "Human rights" are the basic rights and freedoms that belong to every person, as set out in the Human Rights Act 1998 (for example the right to life, to be free from inhuman or degrading treatment, to respect for private and family life and to freedom of thought, conscience and religion).
• e. "Protected characteristics" are the nine characteristics protected under the Equality Act 2010: age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation.
• f. "Reasonable adjustments" are changes we make to remove or reduce a disadvantage experienced by a disabled person (for example providing information in an accessible format or changing how, when or where care is delivered).
• g. "Discrimination" means treating someone less favourably or putting them at a disadvantage because of a protected characteristic. This can be direct, indirect, by association or by perception.
• h. "Harassment" is unwanted behaviour related to a protected characteristic which has the purpose or effect of violating a person’s dignity or creating an intimidating, hostile, degrading, humiliating or offensive environment.
• i. "Victimisation" is treating someone badly because they have made or supported a complaint about discrimination, or are suspected of doing so.
• j. "Service user" means any person receiving care or support from The Good Place.
• k. "Staff" means anyone working for or on behalf of The Good Place, including employees, agency workers, bank staff, volunteers and contractors.

9. Principles and Commitments

9.1. The Good Place is committed to fostering an inclusive, fair, and respectful environment in all aspects of domiciliary care. This section outlines our guiding principles and commitments to ensuring dignity, respect, equality, and human rights for all service users, staff, and stakeholders.

9.2. Promoting Dignity, Respect, and Individual Rights

9.2.1. Dignity, respect, and the protection of individual rights are at the core of our care services. Our commitment includes:-

• a. Treating every service user with dignity and respect regardless of age, disability, gender, race, religion, sexual orientation, or any other characteristic.
• b. Ensuring privacy and confidentiality in all aspects of care delivery, including personal information and personal care tasks.
• c. Supporting independence by encouraging service users to make their own choices and participate in decisions about their care.
• d. Adapting to cultural and personal preferences to provide care that aligns with individual beliefs, traditions, and needs.
• e. Providing a safe and supportive work environment where all staff are treated with respect and feel valued.
• f. Care plans record each person’s personal preferences and identity, including cultural background, language, faith, dietary requirements (e.g., halal/ kosher/ vegetarian), modesty needs, prayer times, and social patterns. Staff are briefed on these needs and we check at reviews that we’re meeting them consistently.
• g. Respecting people’s right to practise their religion or belief, to hold no belief, and to express their sexual orientation and gender identity safely, including making reasonable adjustments to support religious observance and personal identity.

9.3. Ensuring Non-Discriminatory Care Services

9.3.1. The Good Place is dedicated to providing fair and equal access to high-quality domiciliary care services. We achieve this by:-

• a. Delivering care that is free from discrimination and ensuring no individual is treated unfairly based on protected characteristics as defined by the Equality Act 2010.
• b. Providing training and guidance to staff on recognising and addressing unconscious bias and discriminatory behaviour.
• c. Offering accessible services by making reasonable adjustments for people with disabilities, language barriers, or additional needs.
• d. Encouraging feedback from service users and staff to identify and address any concerns related to discriminatory practices.
• e. Care plans record each person’s personal preferences and identity, including cultural background, language, faith, dietary requirements (e.g., halal/ kosher/ vegetarian), modesty needs, prayer times, and social patterns. Staff are briefed on these needs and we check at reviews that we’re meeting them consistently.

9.4. Upholding Person-Centred Care Principles

9.4.1. Person-centred care is fundamental to our approach in domiciliary care. Our commitments include:-

• a. Tailoring care to individual needs and preferences, ensuring personalised support that respects autonomy and choice.
• b. Involving service users and their families in care planning and decision-making to promote a sense of control over their care.
• c. Recognising and valuing diversity by understanding the unique backgrounds, beliefs, and lifestyles of each service user.
• d. Encouraging open and effective communication to ensure care plans reflect changing needs and preferences.
• e. Respecting the right to advocacy and support, ensuring that service users can access independent advocates when needed.
• f. Care plans record each person’s personal preferences and identity, including cultural background, language, faith, dietary requirements (e.g., halal/ kosher/ vegetarian), modesty needs, prayer times, and social patterns. Staff are briefed on these needs and we check at reviews that we’re meeting them consistently.

9.5. Zero Tolerance for Discrimination, Harassment, and Victimisation

9.5.1. We have a strict zero-tolerance approach to discrimination, harassment, and victimisation within our organisation. This includes:-

• a. Preventing all forms of discrimination, whether direct, indirect, associative, or perceptive.
• b. Taking immediate action against harassment, including offensive behaviour, bullying, or intimidation towards service users, staff, or visitors.
• c. Providing clear procedures for reporting concerns and ensuring all complaints are addressed fairly and confidentially.
• d. Protecting whistleblowers and individuals who report discrimination or unfair treatment from any form of retaliation.
• e. Ensuring disciplinary action is taken against any individual found to be violating this policy, in line with our internal procedures.

9.6. Our Commitment to Continuous Improvement

9.6.1. To maintain and enhance our EDHR principles, The Good Place will:-

• a. Regularly review and update our policies to reflect best practices and legal requirements.
• b. Provide ongoing training to staff on equality, diversity, and human rights.
• c. Actively seek feedback from service users and staff to improve inclusivity and fairness.
• d. Foster a culture of respect, understanding, and accountability at all levels of the organisation.

9.7. Addressing bullying and harassment (process)

9.7.1. The Good Place will take prompt action to address bullying, harassment, hate incidents, victimisation or discriminatory behaviour involving staff, service users, relatives, visitors, contractors or external professionals.

9.7.2. How concerns can be raised

9.7.2.1. Staff should report concerns to their line manager or the Registered Manager as soon as possible;

9.7.2.2. Service users and families can report concerns via the complaints process (including by email, telephone, or in writing by post); and

9.7.2.3. Where appropriate, concerns may also be raised under the Whistleblowing Policy.

9.7.3. Immediate actions

9.7.3.1. We will assess risk and put protective steps in place (for example adjusting visits, changing staff allocation, or additional supervision) to keep people safe while enquiries take place. Where there is risk of abuse, hate crime or a safeguarding concern, we will follow safeguarding procedures without delay and make referrals to the local authority and/or police as appropriate.

9.7.4. Investigation and outcome 

9.7.4.1. A manager not involved in the allegation will gather information (for example statements and records), speak with those involved, and reach an outcome. Actions may include mediation (where appropriate), additional training, management instruction, or formal disciplinary action. Where behaviour may be criminal (for example threats, assault, hate crime), we may involve the police.

9.7.5. Support and record keeping

9.7.5.1. We will support affected people (including signposting to advocacy or occupational support as appropriate), keep them updated, and record the concern, actions taken and outcomes in line with data protection requirements.

10. Implementation and Training

10.1. To ensure that equality, diversity, and human rights (EDHR) principles are embedded in all aspects of domiciliary care, The Good Place is committed to effective implementation and ongoing staff training. This section outlines how EDHR is integrated into recruitment, service delivery, and workplace culture, along with training and awareness initiatives to support staff in applying these principles in their daily roles.

10.2. Where appropriate, we will provide information about independent advocacy services (including IMCA/ IMHA services where applicable) and equality/ human rights advice organisations so that people can get additional support.

10.3. Staff Training and Development

10.3.1. All staff, including care workers, office-based employees, and managers, must complete training on equality, diversity, and human rights. This training ensures that employees understand their responsibilities and can deliver care in an inclusive and respectful manner.

10.3.2. Mandatory EDHR Training

10.3.2.1. All new employees must complete equality, diversity and human rights training as part of their induction, and before working unsupervised with service users.

10.3.2.2. Existing staff must complete annual refresher training to stay updated on EDHR principles and best practices.

10.3.2.3. Training will cover:-

• a. The Equality Act 2010 and the Human Rights Act 1998.
• b. Recognising and addressing discrimination, harassment, and unconscious bias.
• c. Providing culturally sensitive and person-centred care.
• d. Understanding reasonable adjustments for individuals with disabilities.
• e. Reporting EDHR concerns and safeguarding issues.
• f. How equality, diversity and human rights relate to the CQC Single Assessment Framework quality statements and the evidence we need to demonstrate in practice.

10.3.3. Specialised EDHR Training for Leadership

10.3.3.1. Managers and senior staff must complete additional training on:-

• a. Handling discrimination complaints and investigating EDHR concerns.
• b. Creating an inclusive workplace culture.
• c. Supporting staff well-being in diverse teams.

10.3.3.2. Leadership training ensures that senior staff can champion EDHR principles and promote an inclusive care environment.

10.3.4. Continuous Professional Development (CPD)

10.3.4.1. Staff will have opportunities for ongoing learning through:-

• a. Workshops and seminars on inclusion and diversity in domiciliary care.
• b. E-learning modules on best practices in person-centred care.
• c. Shadowing and mentorship programs to develop inclusive care skills.

10.3.4.2. Employees are encouraged to raise questions and seek guidance on EDHR topics.

10.4. Embedding EDHR in Recruitment, Policies, and Service Delivery

10.4.1. To ensure EDHR principles are integrated into all aspects of domiciliary care, The Good Place takes the following steps:

10.4.2. Fair and Inclusive Recruitment Practices:-

• a. All job advertisements, application processes, and interviews are conducted fairly and without bias.
• b. Shortlisting and hiring decisions are based solely on skills, experience, and qualifications.
• c. Reasonable adjustments are provided for applicants with disabilities or additional needs.
• d. Recruitment panels receive training on unconscious bias and fair selection processes.

10.4.3. Embedding EDHR in Workplace Policies:-

• a. All workplace policies, including disciplinary procedures, grievance handling, and promotions, align with equality, diversity, and human rights standards.
• b. Employees are encouraged to report discrimination or unfair treatment without fear of retaliation. This can be done face to face at the office, by email or phone.
• c. The EDHR policy is reviewed annually to ensure it reflects current legislation and best practices.

10.4.4. Delivering Non-Discriminatory, Person-Centred Care:-

• a. Care plans must be tailored to individual needs, taking into account cultural, religious, and personal preferences.
• b. Care plans record each person’s personal preferences and identity, including cultural background, language, faith, dietary requirements (e.g., halal/kosher/vegetarian), modesty needs, prayer times, and social patterns. Staff are briefed on these needs and we check at reviews that we’re meeting them consistently.
• c. Service users should have equal access to services, regardless of their background.
• d. Reasonable adjustments must be made to accommodate disabilities and communication needs (e.g., providing sign language interpreters or accessible documents).
• e. Staff should challenge and report discriminatory behaviour from colleagues, service users, or external professionals.

10.5. Awareness Initiatives and Resources

10.5.1. Raising awareness of equality, diversity, and human rights is essential for fostering an inclusive culture within domiciliary care. The Good Place provides resources and initiatives to promote EDHR principles across the organisation.

10.5.2. Making Reasonable Adjustments – Procedure

10.5.2.1. Assess: At referral/ assessment we ask about communication, accessibility and cultural needs; we record needs in the care plan and risk assessments and flag them in our system.

10.5.2.2. Plan: The care plan specifies the exact adjustment(s) required (e.g., large-print MAR charts; step-free access arrangements; double-handed visits for hoisting; BSL interpreter; gender-congruent carer for personal care).

10.5.2.3. Deliver: Coordinators brief staff before the first visit; adjustments are implemented from visit one (e.g., staff bring easy-read materials; use agreed communication aids; schedule visits around prayer/fasting).

10.5.2.4. Review: At each care review (or sooner if needs change) we check whether the adjustment remains effective and update records.

10.5.2.5. Costs & proportionality: We will provide adjustments that are reasonable in the circumstances (Equality Act 2010) and document any limits with a mitigation plan.

10.5.2.6. Escalation: If an adjustment cannot be provided on the day (e.g., interpreter unavailable), the coordinator informs the person and arranges an alternative method the same day where possible, recording this in the care log.

10.5.2.7. Staff Awareness Campaigns:-

• a. Regular team meetings and briefings include discussions on EDHR topics.
• b. Awareness posters and information boards are displayed in care provider offices.
• c. Staff newsletters and internal communications include real-life examples of best practices in equality and diversity.

10.5.2.8. Service User and Family Engagement:-

• a. Service users and their families receive information on their rights under the EDHR policy.
• b. Feedback and complaints processes are made clear and accessible to all service users.
• c. Cultural awareness activities and diversity celebrations are encouraged to foster inclusivity.

10.5.2.9. Access to Support and Guidance:-

• a. An EDHR lead or champion is designated within the organisation to provide advice and guidance.
• b. Staff have access to external resources such as ACAS, CQC guidance, and equality advocacy organisations.

10.5.3. Our Commitment to Continuous Learning and Improvement

10.5.3.1. The Good Place is committed to continuously improving how equality, diversity, and human rights are implemented in domiciliary care. Through training, policy integration, and awareness initiatives, we aim to create an inclusive, fair, and person-centred care environment for all.

10.6. How Information Will Be Recorded

10.6.1. Information about equality, diversity, human rights, and accessible communication needs is:-

• a. Recorded as part of the initial assessment for every service user and updated during care plan reviews, following any change in circumstances, or when a new need is identified.
• b. Documented in the service user’s care plan, on their electronic or paper record, and on any risk assessments or support plans as appropriate.
• c. For staff and job applicants: Any requested reasonable adjustments or communication needs are recorded in HR records and reviewed as part of ongoing employment.
• d. All staff are made aware that this information is confidential and must be handled in line with our Data Protection and Confidentiality Policy.

10.7. Accessible technology (telephone and digital services)

10.7.1. The Good Place will ensure that our technology and communication channels are easy to use and do not create barriers for people with disabilities, sensory loss, language needs, or reduced digital confidence. We will:-

• a. offer alternative ways to contact us (telephone, email, and written correspondence by post) and accept contact via a trusted representative where the person consents;
• b. use clear, plain language in telephone conversations and written communications, and provide information in accessible formats (for example large print, easy read, translations, audio);
• c. offer communication support where required (for example interpreters, British Sign Language interpreting, text relay or other support where available/appropriate);
• d. provide reasonable adjustments for digital contact (for example allowing extra time, using video calls where helpful, using accessible documents); and
• e. ensure staff know how to record and follow a person’s preferred contact method and communication needs (as flagged under the Accessible Information Standard).

10.7.2. If a person cannot use our digital options, they will not be disadvantaged—staff will provide an accessible alternative and record the adjustment in the care record.

11. Monitoring & Compliance

11.1. To ensure that The Good Place upholds the principles of equality, diversity, and human rights (EDHR) in domiciliary care, we have a robust monitoring and compliance framework in place.

11.2. Regular audits and inspections will be carried out to assess whether EDHR policies are being followed.

11.3. Key performance indicators (KPIs) will be used to measure compliance, such as:-

• a. Diversity in recruitment and workforce representation.
• b. Reports of discrimination or harassment and their resolution outcomes.
• c. Feedback from service users regarding inclusive care practices.
• d. Monitoring whether people with different protected characteristics have equitable access to our service (for example referrals, acceptance, waiting times and allocation of visit times).
• e. Monitoring outcomes and experiences for different groups (for example complaints and compliments by protected characteristic where known, unplanned hospital admissions, missed or late calls) to identify and address any inequalities.

11.4. Findings from audits, incidents, complaints and safeguarding alerts relating to equality, diversity and human rights will be reviewed in management meetings, staff meetings and supervision. Any identified issues will be addressed through a time-bound action plan, and learning will be fed back to staff and, where appropriate, to service users and families.

11.5. Service users, their families, and staff will be regularly consulted to identify any EDHR concerns.

11.6. Annual satisfaction surveys will include questions on experiences of equality, diversity, and human rights in service delivery.

11.7. Staff will be encouraged to discuss EDHR concerns in team meetings and supervision sessions.

11.8. Reporting Mechanisms for Discrimination or Breaches

11.8.1. To maintain a safe and inclusive environment, all individuals must feel confident in reporting EDHR concerns without fear of retaliation.

11.8.2. Please see our Complaints Policy and Procedure and/ or Raising Concerns, Freedom to Speak Up and Whistleblowing Policy and Procedure for full details on how to raise concerns and who these should be raised to.

11.8.3. All reports will be taken seriously and handled confidentially in accordance with the organisation’s grievance and disciplinary procedures.

11.9. Consequences of Non-Compliance

11.9.1. Any individual found to be in breach of EDHR policies will face appropriate consequences, ensuring that our commitment to equality, diversity, and human rights is upheld.

11.9.2. For Employees:-

• a. Staff who fail to comply with EDHR principles may face:-
  • aa. Informal resolution measures, such as additional training or a discussion with their manager.
  • ab. Formal disciplinary action, including written warnings, suspension, or dismissal for serious breaches.
  • ac. Referral to external bodies, such as CQC or professional regulators, if their actions breach care regulations.

11.9.3. For Service Users and Families:-

• a. Service users and their families who violate EDHR principles (e.g., by engaging in discriminatory or abusive behaviour) may:-
  • aa. Receive a formal warning about their behaviour.
  • ab. Have their care plan reviewed and adjusted to address concerns.
  • ac. In extreme cases, be discharged from the service, if their behaviour puts staff at risk or violates the organisation’s code of conduct.

11.9.4. For External Stakeholders and Contractors:-

• a. Suppliers, contractors, and external professionals working with The Good Place must comply with EDHR policies.
• b. Any external party found engaging in discriminatory or unethical practices may:
  • aa. Receive a formal warning and be asked to improve their practices.
  • ab. Have their contract reviewed or terminated if they fail to comply with EDHR requirements.

11.10. Our Commitment to Accountability and Improvement

11.10.1. By implementing strong monitoring and compliance procedures, The Good Place ensures that equality, diversity, and human rights are upheld at all levels of service delivery. All individuals have a responsibility to report concerns and act in line with EDHR principles, creating a safe, inclusive, and legally compliant care environment.