--- title: Media Policy and Procedure | Homecare Services & Domiciliary Care canonical: https://www.thegoodplace.care/policies-and-procedures/media-policy-and-procedure last updated: 2026-03-18 20:08:42 GMT version: 1 --- # Media Policy and Procedure It is important that lines of communication to the media are well defined and clearly understood to avoid confusion and ‘mixed messages’. To this end only the Registered Manager and Nominiated Individual are permitted to initiate or respond to media enquiries. ## 1. Governance 1.1. This is the Media 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](tel:01283 296 337) - b. Email: Please use our contact form at https://www.thegoodplace.care/contact - 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:- Document fingerprint: GOV-2104-V1 Document owner: Dean Hill (Nominated Individual) Document version: 1 Document status: Approved on 18/03/2026 by the Dean Hill (Nominated Individual) Document review cycle: Annually or sooner if legislation or guidance changes. Next review planned for March 2027 ## 2. Purpose 2.1. To provide comprehensive guidance to staff of our processes for engaging with the media, whether broadcast, written, or digital. 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:- Safeguarding: We work with people to understand what being safe means to them as well as with our partners on the best way to achieve this. We concentrate on improving people’s lives while protecting their right to live in safety, free from bullying, harassment, abuse, discrimination, avoidable harm and neglect. We make sure we share concerns quickly and appropriately. Involving people to manage risks: We work with people to understand and manage risks by thinking holistically so that care meets their needs in a way that is safe and supportive and enables them to do the things that matter to them. Treating people as individuals: We treat people as individuals and make sure their care, support and treatment meets their needs and preferences. We take account of their strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. Providing information: We provide appropriate, accurate and up-to-date information in formats that we tailor to individual needs. Freedom to speak up: We foster a positive culture where people feel that they can speak up and that their voice will be heard. Governance, management and sustainability: We have clear responsibilities, roles, systems of accountability and good governance. We use these to manage and deliver good quality, sustainable care, treatment and support. We act on the best information about risk, performance and outcomes, and we share this securely with others when appropriate. ## 3. Scope 3.1. This policy applies to all staff working on or for The Good Place, including employees, workers, agency staff, contractors and volunteers, in relation to any contact with the media (broadcast, print or digital) and public online communication (including social media, blogs, vlogs and online forums) where The Good Place, our service users or our staff could be identified or reasonably inferred. ## 4. Policy Statement 4.1. It is important that lines of communication with the media are well defined and clearly understood to avoid confusion and mixed messages. To this end, only the Registered Manager and Nominated Individual are permitted to initiate or respond to media enquiries on behalf of The Good Place. 4.2. All media contacts (whether reactive or proactive) must go through the Registered Manager or Nominated Individual. The Nominated Individual (Dean Hill) has overall responsibility for media relations. 4.3. All engagement with the media must comply with our legal duties under the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, the Human Rights Act 1998, the common law duty of confidentiality and relevant professional codes of conduct. 4.4. We will not disclose any personal data, special category data or confidential information about service users, their families or our staff to the media without a clear lawful basis and, wherever required, informed consent. We will always take a precautionary approach where there is any doubt. 4.5. We will consider the impact of media engagement on people’s privacy, dignity and safety, including where services are delivered in people’s own homes, and we will put appropriate safeguards in place. ## 5. Legal & Regulatory Framework 5.1. This policy is guided by:- - a. UK General Data Protection Regulation (UK GDPR). - b. Data Protection Act 2018. - c. Human Rights Act 1998. - d. Common law duty of confidentiality and relevant professional codes of conduct 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](https://www.thegoodplace.care/policies-and-procedures/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](https://www.thegoodplace.care/policies-and-procedures/equality-diversity-and-human-rights-policy-and-procedure) for further details. ## 6. Responding to general enquiries 6.1. Staff who are contacted by the media about The Good Place, our services, our staff or our service users should not respond. They must take basic details of the enquiry and immediately pass these to the Registered Manager or Nominated Individual. 6.2. Unless specifically authorised by the Registered Manager or Nominated Individual, no member of staff is permitted to speak to the media on behalf of, or where they may be perceived to be representing, The Good Place. 6.3. Wherever possible, any comments or statements from The Good Place should come from the Registered Manager or Nominated Individual. The Registered Manager or Nominated Individual will assess the nature of the enquiry and advise who from the organisation is best placed to act as spokesperson. In most situations, this will be the Registered Manager, Nominated Individual, or an Operational Lead. Any statements relating to serious incidents, complaints, safeguarding issues or regulatory matters must be approved by the Registered Manager or Nominated Individual before being issued. 6.4. All staff who are authorised to talk to the media should receive a full media briefing from the Registered Manager or Nominated Individual ahead of any media contact. Regular training should also be considered. ## 7. Condition checks 7.1. In accordance with Caldicott principles, the UK GDPR, the Data Protection Act 2018 and the common law duty of confidentiality, a condition check or any confirmation that a named individual receives services from us may only be given by the Registered Manager or Nominated Individual if all of the following apply:- - a. The journalist provides sufficient details (for example full name and either address or date of birth) to correctly and unambiguously identify the service user, and we are satisfied the enquiry is genuine and lawful. - b. The service user has mental capacity in relation to this decision, and staff obtain and record their explicit, informed consent that such limited information can be given to the media. Where the person lacks capacity, no information will be disclosed unless there is a clear lawful basis and it is demonstrably in the person’s best interests, with appropriate senior and, where necessary, legal advice. - c. No details of injuries, health conditions, diagnoses, treatment, care plan content or other clinical or care details are provided or confirmed. - d. No information will be given regarding care arrangements, start and end dates of care, locations, visit times or any other information that could compromise the person’s safety, privacy or security. - e. We are satisfied that disclosure does not place the person or others at increased risk of harm, abuse or exploitation. 7.2.  Managers must promptly notify the Registered Manager and/ or Nominated Individual of any condition check or confirmation provided to the media. This record will include the nature of the enquiry, the information disclosed, the media outlet, how the identity of the enquirer was verified, and how consent or lawful basis for disclosure was established. ## 8. Major or serious incidents 8.1. In the event of a declared major incident in which we are involved, members of staff are not permitted to proactively or reactively share information about the incident. All official communications must be released via the Registered Manager or Nominated Individual. This includes social media. 8.2. The Registered Manager and Nominated Individual may facilitate and arrange access to our offices for the media if agreed and deemed appropriate. 8.3. If media contact highlights, alleges or suggests any actual or potential abuse, neglect, poor care or other safeguarding concern relating to a service user, staff member or member of the public, the Registered Manager or Nominated Individual will ensure that this is treated as a safeguarding concern and managed in line with our [Safeguarding Adults Policy and Procedure](https://www.thegoodplace.care/policies-and-procedures/safeguarding-adults-policy-and-procedure) and local safeguarding adults procedures. 8.4. Where appropriate, we will promptly inform relevant external agencies (for example the local authority safeguarding team, the police, CQC or the Integrated Care Board) and co-operate fully with any investigations, while continuing to protect the confidentiality and safety of those involved. ## 9. Personal comments 9.1. We recognise that employees have personal opinions they might want to express to the media. Employees must recognise that we also have corporate opinions and positions. It is vital that these are not confused. 9.2. If a member of staff is asked for a comment on an issue and they wish to respond, they must make it clear that what they are saying is their own opinion and that they are not speaking for The Good Place. It is preferable that the staff member contacts the Registered Manager or Nominated Individual ahead of responding for advice. 9.3. If a member of staff is asked for a comment in their capacity as a representative of a union or recognised staff group, they must make sure that their comments represent the feelings and views of that group and are not just their personal opinions. 9.4. No member of staff is allowed to give details that may prejudice the confidentiality of service users and their relatives. 9.5. We may not support an unauthorised member of staff who appears to or does make comments on behalf of The Good Place. Staff should be aware that unjustifiable disclosures to the media may result in disciplinary action and can undermine public confidence in The Good Place. 9.6. Staff considering contacting the media because of concerns about safety, quality of care, illegal acts or other serious wrongdoing are advised to first seek guidance and support, for example from their line manager, a senior manager, our Freedom to Speak Up Lead, professional organisations, trade unions, or an independent advisor. We encourage staff to raise concerns internally and will respond to them fairly and without detriment or victimisation. 9.7. All established internal mechanisms should be used to raise staff concerns or grievances prior to staff choosing to contact the media. Please see our [Raising Concerns, Freedom to Speak Up and Whistleblowing Policy and Procedure](https://www.thegoodplace.care/policies-and-procedures/raising-concerns-freedom-to-speak-up-and-whistleblowing-policy-and-procedure) and [Grievance Policy and Procedure](https://www.thegoodplace.care/policies-and-procedures/grievance-policy-and-procedure). Nothing in this policy prevents a worker from making a protected disclosure under the Public Interest Disclosure Act 1998. ## 10. Access to the media at our offices, in service users’ homes and in the community 10.1. Any staff contacted by the media regarding access to our offices, visiting a service user’s home, accompanying staff on visits, or filming/photography in the community while we are providing care must pass the details to the Registered Manager or Nominated Individual and must not give permission themselves. 10.2. The media has no automatic right of access to our offices, to service users’ homes, or to accompany our staff during care visits. Any journalist who arrives unannounced at our offices will be intercepted and escorted to an appropriate area until the Registered Manager or Nominated Individual or, out of hours, a senior manager arrives. 10.3. Under no circumstances may interviews, filming or photography be carried out on or around our offices, in a service user’s home, or during a care visit without the prior permission of the Registered Manager or Nominated Individual, and without the informed consent of any service user or staff member who may be identifiable. We will decline any media requests that put the welfare, dignity, privacy or safety of service users or staff at risk, or that conflict with our duty of confidentiality or operational requirements. 10.4. If staff or volunteers witness anything that causes them concern, for example someone filming, recording or taking photographs for which they do not appear to have permission, or attempting to speak to service users or staff in a way that feels intrusive or unsafe, they should contact the Registered Manager or Nominated Individual as soon as it is safe to do so and report it in line with our Incident Reporting Policy. 10.5. With prior agreement from the Registered Manager or Nominated Individual, journalists may be invited to our offices for filming, photography or interview purposes. They will be escorted by a senior member of staff at all times and will not have access to confidential information or to areas where service users could be identified. ## 11. Social media and online activity 11.1. Staff must not post, share or comment on social media or any online platform in a way that could identify, or lead to the identification of, a service user or their family, or disclose any confidential or personal information about them. 11.2. Staff must not post photographs, video or audio recordings taken in or around a service user’s home, or in any place where they are receiving care from us, unless there is a clear work-related purpose, valid consent has been obtained and recorded in line with our [Consent to Care and Support Policy and Procedure](https://www.thegoodplace.care/policies-and-procedures/consent-to-care-and-support-policy-and-procedure), and prior written approval has been given by the Registered Manager or Nominated Individual. 11.3. Staff must not represent, or give the impression that they represent, The Good Place on social media unless expressly authorised in writing by the Registered Manager or Nominated Individual. 11.4. Personal accounts must not use The Good Place branding or logos without permission. Staff should ensure that privacy settings on personal social media accounts are appropriate and that any comments made cannot be interpreted as official statements on behalf of The Good Place. 11.5. Any online contact from journalists or media outlets about our service, our staff or our service users should be handled in the same way as other media contact: staff must not respond, but must promptly pass details to the Registered Manager or Nominated Individual. 11.6. Inappropriate or unauthorised use of social media which breaches this policy, our [Staff Conduct and Code of Ethics Policy and Procedure](https://www.thegoodplace.care/policies-and-procedures/staff-conduct-and-code-of-ethics-policy-and-procedure), our [Confidentiality and Data Protection (UK GDPR) Policy and Procedure](https://www.thegoodplace.care/policies-and-procedures/confidentiality-and-data-protection-uk-gdpr-policy-and-procedure) or other relevant policies may result in disciplinary action. ## 12. Contact details - a. Nominated Individual (Dean Hill):- - aa. Email: Please use our contact form at https://www.thegoodplace.care/contact - ab. Telephone: [01283 296 337](tel:01283296337) - b. Registered Manager (Dean Hill):- - aa. Email: Please use our contact form at https://www.thegoodplace.care/contact - ab. Telephone: [01283 296 337](tel:01283296337) - c. Speak Up Lead (Linda Caine):- - aa. Email: Please use our contact form at https://www.thegoodplace.care/contact - ab. Telephone: [01283 296 337](tel:01283296337)