Preparing to work Unit 304

Outcome 1: Understand how duty of care contributes to safe practice

1.
1

Explain what it means to have a duty of care in your own work role
People with mental health illnesses, especially those within the care or
looked after residential sectors are all vulnerable and very susceptible to
harm and outside influences. Within my role as an HCA it is of vital
importance that I uphold my duty of care to myself, to the people in my
care on a day to day basis as well as to my colleagues.
Putting it in laymans terms, a duty of care is a legal term for
safeguarding myself and others.
The venerable adults that I work with have all come from a background of
mental health illness many of whom had been sectioned before
arriving, some also have experienced alcohol and substance misuse that
has led to their mental illness. They all have varying degrees and need
support, reassurance and help on a daily basis. It is part of my duty of
care to provide these key things to those that require them. The main
elements within the duty of care are: To keep an individual free from
harm, to keep the individual safe and also to give the individual choice.
It is my responsibility to make sure that I:
Protect the rights and promote the interests of service users and
carers.
Strive to establish and maintain the trust and confidence of service
users and carers.
Promote the independence of service users while protecting them
as far as possible from danger or harm.
Respect the rights of service users whilst seeking to ensure that
their behaviour does not harm themselves or other people.
Uphold public trust and confidence in social care services.
Be accountable for the quality of my work and take responsibility
for maintaining and improving my knowledge and skills within my
own work setting.

1.
2

Explain how duty of care contributes to the safeguarding or

protection of individuals
I actively promote a duty of care within the home where I work and the
things we put in place can contribute to the safeguarding and protection
of individuals by:
Completing and following relevant risk assessments and taking
reasonable precautions to keep a person, child or young person safe from
harm.
Adhering to all of the policies and procedures but in place by own work
setting, local authority safeguarding policy and the No Secrets policy
By conforming to legislation and ALL of the laws and regulations within

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them.
Implementing and refreshing all relevant training and development
of employees within own work setting thus providing up to date
information, strategies and guidelines on all aspects of the chosen
profession.
Promoting positive and discouraging negative behaviours.
Making sure that firm, clear boundaries are put in place and that
these are all adhered to by ALL staff members and the people
within our care.

Outcome 2: Know how to address conflicts or dilemmas that may arise between and
individuals rights and the duty of care
2.1 Describe potential conflicts or dilemmas that may arise between the
individuals rights and the duty of care.
Sometimes individuals may want to do something which could cause risk to
their wellbeing. As a carer I have a duty of care and I must do all I can to
keep individuals safe but at the same time I need to respect the individuals
rights and choice, so then I have a dilemma. For example:
Individual no longer willing to use her walking frame, but her care plan say
that she need it and I need to encourage individuals to use it and I would
need to explain the risk involved to the individual and make sure they
understand. In some cases I could come to a compromise, to use a walking
stick instead, to see how they managed. I will need to record it in
communication book Individual refuses their medication. I need to explain
them that they take the medication for they benefits and advise them of the
risks involved in not taking their medication. If they still refuse I will need to
record it in the communication and |medication sheet. Individuals refuse
personal care and / or change dirty clothes |and pads. I need to explain that
not following personal hygiene and wearing soiled incontinent pads can
cause infections and pressure sores, if individuals still refuse I will need to
report it in communication book.
2.2 Describe how to manage risks associated with conflicts or dilemmas between
an individuals rights and the duty of care.
|If individuals insist on doing something that I disagree with, I can only advise
and encourage them to do what is the best for their interest and I cannot
force them to do anything they dont want to do. They have the right to make
choices even if I feel they are the wrong ones.

2.3 Explain where to get additional support and advice about conflicts and

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dilemmas
Manager
Nurses,
NHS helpline
Work colleagues
Policy and procedures
Internet
Union Rep
All above are able to offer advice and guidance on the best way to move
forward and deal with any conflict or dilemma you may have to deal with.

Outcome 3: Know how to respond to complaints

3.
1

Describe how to respond to complaints

I would listen carefully and take notes (names, dates, details of

complain)
Record and report to
manager/nurse in charge
Inform individuals about complain form included in communication
book
Help individuals to complete complain form if they wish me to do so
Ensure I dont break confidentiality unless someone is in danger
Ensure I seek advice and follow the correct procedures and not try to
just resolve it on my own.

3.2 Explain the main points of agreed procedures for handling complaints
A service user or their family can make a complaint about anything such as
quality or amount of service, charges for services, failure to follow correct
procedures, delay in service provision, a service not being provided,
assessments, review, care plan outcomes, behaviour of staff.
When taking a complaint all staff should confirm the details of the
complainant, the actual complaint and the desired outcome. Then consider
whether the issues can be resolved locally and promptly in discussion with
Team Manager, who will be responsible for handling the complaint. If a
service user or a family member wishes to make a complaint or register a
concern they should find it easy to do so. It is a policy to welcome complaints
and look upon them as an opportunity to learn, adapt, improve and provide
better services.
This policy is intended to ensure that complaints are dealt with properly and

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that all complaints or comments by clients and their relatives, support

workers and advocates are taken seriously. Failure to listen to or
acknowledge complaints will lead to an aggravation of problems, client
dissatisfaction and possible litigation. All oral complaints, no matter how
seemingly unimportant, should be taken seriously. Front line staffs who
receive an oral complaint should seek to solve the problem immediately.
If staff cannot solve the problem immediately they should offer to a manager
to deal with the problem. When a complaint is referred on to A manager or is
received in writing it should be passed on to the named complaints manager
who should record it in the Complaint Book and send an acknowledgment
letter within two working days