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● 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.