Communications

1.0Introduction

Communication is the key to behaviour.

Briarcare Ltd recognises that communication has many forms and functions within and outside the Company and is important in all our lives. This will be dictated by the abilities of those communicating, the environment, the purpose and method of the communication, the relationship and the culture of those communicating.

2.0Objective:

To implement effective communications inside and outside the Company To ensure the use of communication appropriately to facilitate effective professional internal relationships.

3.0Procedure:

General

Communication shall be used to support:

ΟSocial interaction

ΟExpressing attitudes and emotions

ΟGiving information

ΟGathering Information

ΟSupport

ΟA sense of belonging

ΟThe processes of the Company

ΟCustomer satisfaction

ΟContinual improvement

Verbal Communication

Verbal communication may be grouped into the following:

ΟTone

ΟIntonation

Communications

ΟVolume

ΟLanguage

Non-Verbal Communications

Non- Verbal communication may be grouped into the following:

ΟFacial Expression

ΟBody Expression

ΟProximity

ΟEye Contact

ΟEye Movement

ΟTouch

ΟDress

Internal

These may include:

ΟTeam briefings and reviews.

ΟManagement Review Meetings.

ΟFeed-back scheme

ΟElectronic Notice Boards.

ΟAudiovisual conferences.

ΟAssessments & Reports

ΟOther written communications such as memos, e.mails etc.

ΟVerbal: supported by written confirmation where required.

External

These may include:

  • Satisfaction Surveys
  • Communication Reports
  • Supplier Questionnaires
  • Promotional Material
  • Reports to Commission For Social Care Inspection
  • Reports to all other responsible agencies

Communications

Carers must use communication appropriately to facilitate an effective professional relationship.

Determine effective arrangements for communications both externally and internally

Communications are monitored for satisfaction

The Company shall ensure that the infrastructure necessary for effective communications is in place at all times.

The Company shall ensure that regular effective communications with customers and Service Users are facilitated in order to take into account their agreed needs using the Satisfaction Survey F/84 ProcedureOP 4.14.1 Surveys

Suppliers shall be regularly assessed using theSupplier Assessment Questionnaire F/48

Procedure OP 4.9.1 Supplier Approval and Review

Branch Managers shall encourage the use of the employee Feedback Scheme using the Employee Feedback Form F/35

Procedure OP 4.14.2 Feedback Scheme

4.0Persons Responsible:

The Group Director is responsible for authorising this procedure

The Group Director shall ensure effective communications both inside and outside the company.

All employees

5.0Associated Documentation and References:

Documents

QM 4.13.1Communications

Records

F/35Employee Feedback Form

F/48Supplier Assessment Questionnaire

F/84Satisfaction Survey

Communications

6.0Document History:

This section shows the approval and revisions of this document since its first issue. A vertical line in the left margin opposite the change will usually indicate changes from the previous version.

Version / Comments / Approved by / Date approved / Date of next review
01 / First issue of document / Q M / 08.07.05 / 08.07.06

Text, graphics and pictures published in this document are the intellectual property of Briarcare Ltd. They may not be passed to other parties, either wholly or in part, except with the express permission of Briarcare Ltd

Br-SM/OP 4.13.1 Issue 01 Authorised By K Stokeld Printed on 12/06/2018 Page 1 of 4