● Ensure that service users are asked how they would like to be addressed and that staff respect this.
● Ensure older people are given all the information on the service, in the appropriate format and, wherever possible, in advance.
● When recruiting staff, ensure acceptable levels of spoken and written English.
● Consider the specific training needs of overseas staff.
● Where service users do not speak English, provide translation services in the short term and seek culturally appropriate services in the long term.
● Care planning should include opportunities for service users to talk with staff regularly.
● Always ask what people want – avoid making assumptions based on culture, ability or any other factors.
● Ensure staff have training so they can communicate with service users with cognitive or communication difficulties.
● Ensure that time for proper handover of information, written or spoken, is scheduled in for staff.
● Involve older people in the production of information resources.
● Facilitate ways of getting the views of service users, such as through residents’ meetings.