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TA1: The rights of service users in health and social care settings
What you need to know
• What care is given in a health care setting • Examples of health care settings.
Health care is delivered in a range of different settings, according to the need of the service user.
Health care services
These types of services provide health care: • Acute or urgent care – these services provide emergency medical help, such as
NHS 111, 999 (ambulance or first responder), accident and emergency (A&E), walk-in centre or minor injuries. For example, someone experiencing symptoms of a heart attack could seek emergency help by calling 999. • Long-term care – these services provide health care for those with long-term medical conditions, for example nursing homes with specialist nurses. Health centres also have a range of practitioners who can support service users in their long-term care, such as
GPs, nurses, physiotherapists, dieticians, counsellors and speech therapists. • Specialist outpatient services – these services support people with rare and complex conditions, and provide treatments such as chemotherapy, kidney dialysis and mental health support, often in hospital. Specific types of health care settings Nursing home GP surgery
Hospital Walk-in centre
Health centre Dental practice Optician Pharmacy
Types of health care settings Remember it!Practise it! DRAFT
Identify four types of health care settings. (4 marks) • Health care settings deliver care to support a service user’s health. • There is a range of settings, from hospitals to dentists, and each one supports service users with their physical and mental health needs. • Settings can be in institutions, like hospitals, or in the community, like health centres.
What you need to know
• What care is given in a social care setting • Examples of social care settings.
Social care is delivered in a range of different settings, according to the service user’s need.
Social care settings
These types of settings offer a range of support for people to live their lives. The care they provide may be physical (personal care such as washing, medication or cooking), emotional (such as emotional support, advice, care or empathy) or social (such as company, socialisation or new hobbies). Types of social care settings Social services department Food bank
Support group Day centre Retirement home Homeless shelter
Community centre Residential home Types of social care settings DRAFT
Practise it!
Identify four types of social care settings. (4 marks)
Remember it!
• Social care settings provide support to allow service users to live their lives. • Social care can help people remain independent and socially active.
choice see p. 80
What you need to know
• How maintaining choice benefits service users’ health and wellbeing • Examples of maintaining choice in health and social care settings.
There are five rights that service users are entitled to. These can be remembered using the mnemonic CCCPE, which stands for choice, confidentiality, consultation, protection from abuse and harm, and equal and fair treatment. Choice gives service users the ability to decide between two or more options. Why do we provide choice? Having a choice allows a service user to: • feel valued • feel empowered • have their independence promoted • feel in control of their own life • increase their self-esteem. Examples of providing choice • In health care, this may be choosing between treatment options in hospital, which allows the service user to feel in control. • In social care, this may be choosing food from a menu with gluten-free options at a residential home, making the service user feel valued. Remember it!Practise it!DRAFT
Give an example of how the right to choice can be upheld in a social care setting, and explain how it benefits the service users. (3 marks) • Choice provides service users with two or more options. • Choice means that service users can have more control in their lives. • Choice helps service users and practitioners work together to provide person-centred care. • Choice allows service users to feel empowered.
What you need to know
• How maintaining confidentiality benefits service users’ health and wellbeing • Examples of maintaining confidentiality in health and social care settings.
This is the right for service users to have medical records and personal information kept secure. Practitioners have access to a wide range of information about a service user in their care, such as personal details like their date of birth, address and contact number. Records also contain medical information, treatments and test results. This information should always be stored securely and shared on a ‘need to know’ basis. Sharing information on a ‘need to know’ basis means: • there is restricted access to the information so it is only viewed by those directly involved in the care and support • any information is only shared with those directly involved in the care and support • information is only passed to professionals or services on a ‘need to know’ basis • only providing the information that a practitioner needs to know to provide care and support. Maintaining confidentiality is important because: • there are legal requirements to keep personal information confidential • service users may not trust practitioners if information is not kept confidential • the safety of a service user may be put at risk if details or information are wrongly shared • sharing personal information can lower the self-esteem of a service user. This can lead them to feel devalued and disrespected. There are times when confidentiality has to be broken. This may be when the service user: • intends to harm others – may seriously injure someone • intends to harm themselves – plans on dying by suicide • is at risk of harm from others – has experienced domestic violence • is at risk of carrying out a serious crime – involved in drug dealing or gang crime. Remember it!Practise it! DRAFT
Provide two examples of how a dental practice could maintain the confidentiality of its patients. (2 marks) • Confidentiality is the right to have medical records and personal information kept private. • Maintaining confidentiality can build trust and confidence with the service user. • There are times when confidentiality has to be broken to protect the service user or others.
What you need to know
• How consultation benefits service users’ health and wellbeing • Examples of maintaining consultation in health and social care settings.
Consultation is the process of discussing, and allows a service user to be involved in the process for their own care and support.
How to consult service users Consultation may happen directly with the service user or through their representatives, such as their family, friends or advocates. Practitioners can support this right by: • asking the service user about their opinions, preferences and views • clarifying information • discussing what the service user’s needs and wants are • explaining what different treatment options may involve, and their benefits and disadvantages • sharing the decision making • listening to the service user’s views. Benefits of consultation By supporting this right, a service user will feel: • in control of decision making • valued, respected and listened to • empowered
• able to make an informed choice (having all the facts to make a decision) • confident in the care they are receiving. DRAFT • Consultation involves discussing views, opinions and choices. • Consultation can be achieved by listening to views and sharing decision making. • Maintaining the right to consultation can empower a service user and make them feel valued, respected and listened to.
Practise it! Remember it!
Identify one example of how a GP (doctor) could maintain the right to consultation, and a benefit to the service user. (2 marks)
What you need to know
• How maintaining protection from abuse and harm benefits service users’ health and wellbeing • Examples of ensuring protection from abuse and harm in health and social care settings.
All service users and care practitioners have a right to be safeguarded to reduce the risk to them of danger, harm and abuse.
Protection from abuse and harm Some service users can be at increased risk of abuse and harm. They are more vulnerable as they: • may be unable to tell others what is happening to them • may not realise that abuse is happening • may have difficulty communicating • may not understand their rights • may not have trusting relationships to give them the confidence to report abuse. Those most at risk Examples of those most at risk are: • children in care • those with learning disabilities • those with physical disabilities • those with health conditions such as dementia • those who lack mental capacity.
Procedures which help to protect There are many procedures which help to protect both care practitioners and service users from abuse and harm. DBS checks Risk assessments Clear and up-to date procedures Designated safeguarding lead Follow reporting procedures for abusive behaviour Staff training Complaints Fire Lockdown First aid Security measures Safeguarding
Procedures to protect from abuse and harm DRAFT
Practise it!
Identify two procedures that can protect care practitioners and service users from abuse and harm. (2 marks)
Remember it!
• Procedures help to safeguard service users and reduce the risk of danger, harm and abuse. • Some service users are more vulnerable and at risk due to age, disability, illness and mental capacity.
Service users have rights in care settings – equal and fair treatment see p. 80
What you need to know
• How maintaining equal and fair treatment benefits service users’ health and wellbeing • Examples of maintaining equal and fair treatment in health and social care settings.
Service users should be treated in a way that ensures their individual needs are met.
Equal and fair treatment Equal and fair treatment involves providing everyone with: • the same opportunities • the same choices • care that meets individual needs.
Examples of equal and fair treatment • An adult with a physical disability in a day care setting is in a wheelchair. They are still able to participate in activities with the other service users because the equipment or activity is adapted to accommodate their wheelchair. • A trip to a museum for elderly residents in a residential care home accommodates those with hearing impairments through hearing loop systems, and those with mobility issues through ramps and lift access. • Prisoners are given suitable adaptations to meet their needs, for example bathroom aids like grab rails. What equal and fair treatment is – and is not Equal and fair treatment does not mean treating everybody the same. • Equal treatment means providing the same opportunities and choices, such as allowing all residents in a care home to decide whether to join an activity or not. • Fair treatment means giving care to meet individual needs, and allowing full access to opportunities and choices. An example could be a child who joins other children in class, but is supported with differentiated worksheets. • Equal treatment provides everyone with Remember it! State two ways of maintaining the Practise it!DRAFT right to equal and fair treatment the same opportunities and choices. at a day care centre. (2 marks) • Fair treatment means meeting individual needs and allowing access to opportunities and choices. • The mnemonic CCCPE represents the five rights of service users: choice, confidentiality, consultation, protection, and equal and fair treatment. Why not create a mnemonic to remember it?
What you need to know
• How maintaining rights will benefit a service user’s health and wellbeing • How the benefit of empowerment links to rights in health and social care settings.
Service users are empowered when they are communicated with and involved in decision making about their lives and futures.
What is empowerment? Empowerment involves giving a service user authority or power to do something. In health and social care, workers will support service users in making their own decisions to empower them. Empowering a service user allows them to: • feel in control of their own life • have a choice about the care and support they receive • be independent and make their own decisions to be self-reliant.
Examples of empowerment • Health care – a doctor providing information about all treatment options will empower the service user to make an informed decision. • Social care – a social worker supporting an elderly person in their own home, and listening to their wishes when putting their care plan together, allows that person to feel in control of their own life. DRAFT
Practise it!
Explain two benefits of empowering service users. (2 marks)
Remember it!
• Empowerment allows service users to feel in control of their own lives. • Empowerment allows service users to be more independent.
What you need to know
• How maintaining rights will benefit a service user’s health and wellbeing • How the benefit of high self-esteem links to rights in health and social care settings.
A person’s self-esteem can be low or high. Maintaining a service user’s rights can improve their self-esteem.
What is self-esteem? Self-esteem is how a person feels about themselves. • Positive or high self-esteem allows a service user to feel positive and happy about themselves and life in general. • Negative or low self-esteem leads a service user to see themselves in a negative or critical way. High self-esteem allows a service user to: • feel valued • feel respected • have positive mental health.
Examples of raising self-esteem • Health care – A nurse takes the time to speak to their patient about how they are feeling. This will make the patient feel respected and raise their self-esteem. • Social care – A care worker supports a resident to brush their hair when getting washed and dressed in the morning. By supporting them with taking care of their appearance, it improves the resident’s self-esteem as they feel better about themselves and feel valued. DRAFT • Self-esteem is the value a person puts on themselves. • It can be high or low and can be impacted by the actions of others. • High self-esteem leads to positive mental health.
Practise it!
Explain two ways a care worker can raise a service user’s self-esteem and the impacts this will have on the service user. (4 marks)
Remember it!
What you need to know
• How maintaining rights will benefit a service user’s health and wellbeing • How the benefit of meeting the service users’ needs links to rights in health and social care settings.
Individual needs should be at the centre of all decision making to maintain a service user’s rights.
Service users’ needs are met Needs are specific to each service user and vary between people. The needs of a service user may be physical, intellectual, emotional or social. You can remember this by using the acronym PIES.
Developmental Appropriate care or needs are met treatment is provided
Physical, intellectual, emotional and social needs are met
Dietary requirements are met Meeting service users’ needs Examples of meeting service users’ needs • Health care – A young patient who has asthma will be supported by an asthma nurse who can help them to deal with their medication and understand their asthma care plan. • Social care – A care home provides meal choices to cater for gluten-free, halal, vegan and vegetarian dietary requirements. DRAFT • Needs are unique to every service user and will differ between people. • Person-centred care helps to meet a service user’s needs.
Revise it!
Draw a care home resident. You may choose to base this on somebody you know. • Write around the outside what their needs are. • Now explain what the care home can do to meet each need.
Remember it!
What you need to know
• How maintaining rights will benefit a service user’s health and wellbeing • How the benefit of trust links to rights in health and social care settings.
Trust helps to form strong relationships and give confidence to service users.
What is trust? Trust gives a service user confidence in the service provider and it can provide reassurance, which helps remove fear or doubt. Having trust in a service provider means the service user feels: • that service providers will not harm them • confident that the service providers have their best interests in mind • confident about the care they receive. Examples of building trust • Health care – A pharmacist is knowledgeable and clearly explains a new medication to a service user, giving them confidence about the medication they are about to take. • Social care – A care worker explains to a service user what they are going to do before moving them in a hoist. This gives the service user confidence and reassurance that the worker knows what to do.DRAFT
Practise it!
Explain two ways a care worker can maintain a service user’s right to confidentiality in order to develop trust, and two benefits of this for the service user. (4 marks)
Remember it!
• Trust gives a feeling of confidence and reassurance. • Trust can prevent fear and doubt.
