Every healthcare worker has a duty to act accordingly not just towards the clients but also their co-workers, other healthcare professionals and themselves. - following GCSS Code of Practise - keeping knowledge and skills up to date - not undertaking procedures outside own competences - acting in the best interest of clients - ensuring health, safety, welfare of clients - adhere to companies policies and procedures 2. Understand support available for addressing dilemmas that may arise about duty of care. 2. 1 Describe dilemmas that may arise between the duty of care and an Individuals rights.
Despite all the efforts of healthcare providers to ensure an Individual recieves the best possible care there might arise conflicts and dilemmas between healthcare worker and SU. Those conflicts may include: refusing a meal, type of activity, refusing medication or a treatment. Arising conflicts should be resolved as quickly as possible in a most satisfactory matter for both sides. The Human Rights Acts states that every person has the right to decide about own life, they can refuse the treatments and medication they recieve.
It is essential to explain why they need that particular care and make them aware of pros and cons. 2. 2 Explain where to get additional support and advice about how to resolve such dilemmas. The Line Manager is the first person to turn to in any doubt. Family and friends of an Individual may be able to help. Other healthcare providers involved in care of an Individual. 3. Know how to respond to complaints. 3. 1 Describe how to respond to complaints. If an Individual is dissatisfied with provided care, he has the right to complain.
Every company should have easy to access complaints procedure. When dealing with a complain on one to one basic healthcare worker should take the individual to a quiet and safe place, listen to an Individual carefully, be serious and polite, try to calm down the situation and apologise if necessary, inform an Individual about complains procedure. After the conversation with an Individual the healthcare worker should inform the manager. 3. 2 Identify the main points of agreed procedures for handling complaints.
Every complain should be taken seriously and all the actions following a complain should be as quick as possible. If it's not possible to solve the problem straight after a complain, the manager should be informed. The contact with an Individual complaining should be polite and symphatetic. After talking the problem through the management should come up with a path of actions to solve the problem and arrange another meeting with the Individual to make sure the solution is satisfactory. All complains should be documented.