A1 + A2 Duty of care and Complaints.pptx
UNIT 7 Principles of Safe Practice in Health and Social Care
Coursework unit
Items in this lesson
UNIT 7 Principles of Safe Practice in Health and Social Care
Coursework unit
To achieve this unit
You must achieve each of the following:
Pass A.P1, A.P2 B.P3, B.P4, B.P5, C.P6, D.P7 & D.P8
Merit - A.P1, A.P2 B.P3, B.P4, B.P5, C.P6, D.P7 & D.P8 PLUS A.M1, B.M2, C.M3 & D.M4
Distinction - A.P1, A.P2 B.P3, B.P4, B.P5, C.P6, D.P7 & D.P8 PLUS A.M1, B.M2, C.M3 & D.M4 PLUS A.D1, B.D2, CD.D3 & CD.D4
Learning Aim A1
What do you think Duty of Care means?
Duty of care
Upholding the rights and promoting the interest of individuals experiencing abuse or neglect
What is the role of an advocate in health and social care?
To make decisions for patients
To enforce legal penalties
To provide information and guidance
To support individuals' rights
Who is responsible?
Codes of conduct for guidance
https://www.nmc.org.uk/globalassets/sitedocuments/nmc-publications/nmc-code.pdf
https://niscc.info/app/uploads/2020/09/standards-of-conduct-and-practice-for-social-workers-2019.pdf
https://niscc.info/app/uploads/2020/09/standards-of-conduct-and-practice-for-social-care-workers-2019-1.pdf
Protecting health , safety and wellbeing
Ensuring safe practice
How could you minimise the risk or eliminate it ?
Ensuring safe practice
Employers should have an induction programme for all new staff, including agency!
Training and practical assessment are necessary to ensure staff KNOW what to do and DO what they should!
This should be updated according to policy in your workplace and recommendations for RQIA.
This helps promote a safe culture and maintain high standards of care.
Practice should be reflected on and continually improved.
Link to codes of conduct!
Balancing rights with risks
Case study..
Sam Watkins is 34year old. He has been diagnosed with motor neurone disease.
There is no cure, just progression to complete paralysis of his muscles, including those we use for breathing.
Sam is of sound mind and does not want any life saving measures performed on him when he gets into breathing difficulties. The medical team explain the consequences of this; however, Sam has an advanced directive confirming this.
Balancing Rights and Risk
Acting in a persons best interests
As a health and social care worker, you can be concerned about some choices the service user is making.
You may think you are acting in their best interests by preventing them doing something
You need their CONSENT!
YOU ALSO NEED EVIDENCE THAT A PERSON LACKS MENTAL CAPACITY TO SAFELY DO WHAT THEY WANT!
UNIT 7 Principles of safe practice in health and social care settings
LEARNING AIM A2
Complaints procedure
HUMANS AREN’T PERFECT!
TIME PRESSURE
INAPPROPRIATE SKILL MIX/LACK OF STAFF
LACK OF COMPASSION
POOR ATTITUDE OF STAFF
IGNORANCE
CULTURE OF FEAR IN WORKPLACE
INAPPROPRIATE/LACK OF RESOURCES
Working in Pairs
Think of an occasion when or someone you know was unhappy with the service they received in a health or social care setting.
What was the issue?
Did you or the other person make a complaint?
If a complaint was made, how was it resolved?
If you did not complaint, why not?
10
minute
00
second
All Health and Social Care services that are regulated by RQIA, NMC, NISCC AND GOVERNMENT DEPARTMENTS MUST have a complaints procedure which all staff should be familiar with.
Why complain?
1. Inappropriate action or omission of duty
2. Attitudes of staff e.g. rude, abusive, incompetent
3. Discrimination e.g. no disabled access, no facilities for hearing impairment
4. Poor delivery of services e.g. limited menu, lack of clean laundry
5. Lack of assessment of an individual in a timely way
6. How cost for service is calculated
Investigating complaints
1. Inform service provider- could be resolved at local level
Remember to follow the policy/procedure of the workplace!
2. STAGE ONE FORMAL COMPLAINT
3. STAGE TWO if not satisfied with outcome of stage one, can refer to ombudsman, RQIA, NMC, NISCC, GMC
https://www.nidirect.gov.uk/articles/make-complaint-against-health-service
4. Contact charity directly if using their services. Websites should have links regarding complaints.
https://www.ageuk.org.uk/northern-ireland/search/?q=complaints+procedure
Responding to a complaint
LEGAL PROCEDURES
Taken against healthcare workers who have caused harm, injury or death of a service user.
Clinical negligence can result in manslaughter
Negligence can include e.g. late/misdiagnosis
Error during a surgical procedure
Medication error or omission
Informed consent not obtained from service user or their representative.
Legal proceedings and clinical negligence
Legal action can be expensive, complicated, and drawn out over a long period of time.
Can result from corners inquest
Duty of Care & Complaints
