22 minute read
TA2: Person-centred values
What you need to know
• The meaning of individuality • Examples of how individuality can be applied by service providers.
Being ‘person-centred’ involves putting the service user at the centre of care and decision making. It involves putting their needs first, and respecting their views.
What is individuality? Individuality recognises that a person is unique. Each service user has their own needs, wishes, beliefs and values, so their care and support should be tailored to suit them. Recognising a service user’s individuality shows them respect. How can individuality be respected in health care? For example, by providing: • ramps for wheelchair access at a GP surgery for service users using a wheelchair • a prayer room in a hospital for service users with religious beliefs.
How can individuality be respected in social care? For example, by providing: • hearing loop systems in a day care centre for adults with hearing impairments DRAFT • different meal options in a residential care home for those who are vegetarian or vegan.
Practise it!
What is the meaning of individuality? (2 marks)
Remember it!
• Individuality involves recognising service users as unique. • Each service user has their own needs, wishes, beliefs and values.
What you need to know
• The meaning of choice • Examples of how choice can be applied by service providers.
Choice involves having different options to choose from.
What is choice?
Each service user has the right to choose, and should be supported to make their own choices about treatment, care or support. Applying choice as a value of care involves providing information to a service user so they can make an informed choice. How can choice be applied in health care? Examples include: • A midwife provides different delivery options to someone who is pregnant. • A GP provides different medication options to a service user in pain.
How can choice be applied in social care? Examples include: • A community centre gives service users a choice of activities to join DRAFT • A food bank allows a service user to choose how much support they require. • Service users should be supported to make their own choices. • Providing information allows service users to make an informed choice.
Practise it!
State one example of choice being applied in health care and the benefit to the service user. (2 marks)
Remember it!
What you need to know
• The meaning of rights • Examples of how rights can be applied by service providers.
All service users have rights. This includes the right to be kept safe, and to be treated with respect, dignity and equality.
What rights do individuals have? This value of care recognises that all service users have rights. A service provider may have to make changes to treatment, care and support to take into account a service user’s rights. treated as equal kept safe treated with dignity treated with respect
All individuals have the right to be:
How can rights be applied in health care? Examples include: • A nurse monitors and checks medication given to a service user to prevent harm. • A paramedic treats a patient behind a screen to maintain their dignity.
How can rights be applied in social care? Examples include: • A social worker takes the time to understand an elderly service user’s wishes when arranging a support plan • A care worker knocks on the service user’s door before entering to show respect. DRAFT • All service users have rights. • Rights aim to protect service users and ensure fair and equal treatment.
Practise it!
Explain the meaning of the care value ‘rights’ and how a counsellor could apply this value. (4 marks)
Remember it!
What you need to know
• The meaning of independence • Examples of how independence can be applied by service providers.
Independence is important to service users, and contributes to their self-esteem.
What is independence? Applying this value of care involves empowering service users to do as much as possible for themselves by agreeing with them the support that they need and want. It doesn’t matter how small a task may be – supporting a service user to do the things they can do will make them feel empowered and boost their self-esteem. A service provider should never take over and do things for them, just because it is quicker to do so. How can independence be applied in health care? Examples include: • A nursing home nurse allows a service user to wash themselves, but provides them with support to get to the bathroom. • A physiotherapist supporting a service user allows them to carry out the exercises independently, but monitors and helps them when needed.
How can independence be applied in social care? Examples include: • A care worker allows a service user to cook their own food, but supports them in carrying the meal to the table. • A worker at a homeless shelter supports a service user to apply for accommodation, and helps them to access a computer so they can complete the form independently. DRAFT
Practise it! Remember it!
Explain how the care value of independence could be applied in a social care setting. (2 marks) • Independence involves empowering service users. • Independence can involve providing support to carry out tasks independently. • When service users have independence, it can boost their self-esteem because they feel positive about themselves.
privacy see p. 83
What you need to know
• The meaning of privacy • Examples of how privacy can be applied by service providers.
Privacy is important to service users, and maintaining privacy can develop a feeling of trust.
What is privacy? Applying the value of privacy recognises that all service users have the right to have their privacy maintained. This can include keeping their personal information private, along with treatment or care that involves personal hygiene or intimate procedures. Applying this value also includes not talking to anyone about the service user’s private information unless they have consented. This will be on a ‘need to know’ basis with those directly involved in their care.
How can privacy be applied in health care? Examples include: • A receptionist at a GP surgery does not repeat personal information out loud during a phone conversation. • A doctor closes the curtains when treating a patient on a ward. How can privacy be applied in social care? Examples include: • A food bank volunteer does not discuss a service user’s personal circumstances with others. • A care home worker only passes information about a service user to the GP involved in their care. DRAFT
Practise it! Remember it!
Explain the meaning of privacy. (2 marks) • Maintaining privacy involves not disclosing personal information, care and treatment. • Only share information on a ‘need to know’ basis. • Information about service users should be protected by being stored securely to maintain privacy.
What you need to know
• The meaning of dignity • Examples of how dignity can be applied by service providers.
Dignity involves a care practitioner being positive and open in their approach to a service user, and not making assumptions about how they wish to be treated.
What is dignity? Applying the value of dignity involves treating a service user with respect, and valuing them and their beliefs or wishes. To preserve dignity, a service provider should ask how the service user wishes to be addressed, be patient and take time to listen. They should also cover them when performing intimate care tasks.
How can dignity be applied in health care? Examples include: • A doctor respects a service user’s wishes to stop treatment. • A nurse listens to a service user’s concerns about the surgery they are due to have. How can dignity be applied in social care? Examples include: • A residential care home allows residents to attend a place of worship. • A social worker respects a disabled adult’s wish to be independent in their own home.DRAFT • Dignity involves treating service users with respect. • Ensuring a service user maintains their dignity involves valuing them and their beliefs or wishes.
Practise it!
State two ways a service practitioner can preserve a service user’s dignity. (2 marks)
Remember it!
What you need to know
• The meaning of respect • Examples of how respect can be applied by service providers.
It is important for a service provider to show respect towards the service user, their opinions and feelings.
What is respect? Respecting a service user involves showing them you recognise their importance as a unique individual and that you respect their opinions and feelings, even if you do not agree with them. You can show respect by supporting them in what they believe to be important, regardless of age, religion, disability, gender, sexual orientation or culture. Age Sexual orientation Culture
Gender Religion Respect Disability How can respect be applied in health care? Examples include: • Respecting a service user’s views on treatment which is against their religious beliefs. • Not using patronising language when talking to a service user.
How can respect be applied in social care? Examples include: • A homeless shelter respecting the decision of a homeless individual who is refusing support. • A support group recognising and respecting DRAFT an individual’s feelings on why they are attending the group.
Practise it!
Explain the meaning of respect. (2 marks)
Remember it!
• Respect recognises a service user as important and unique. • When someone’s opinions and feelings are different, they are still respected.
What you need to know
• The meaning of partnership • Examples of how partnership can be applied by service providers.
Partnership involves working successfully with others for the benefit of the service user.
What is partnership? Partnership involves working with the service user, their family and other professionals. Partnership working is more successful with good communication, and when everyone values and respects others’ views, feelings and opinions. Appropriate information should be shared and the service users’ best interests should be at the centre of all those working together. GPs allied health professionals
community groups nursing teams, such as district nurses managers advocates
social workers Partnerships can be between: colleagues How can partnership be applied in health care? Examples include: • A surgeon discusses surgery options with the patient and their family. • A dentist works with the dental nurse to deliver effective treatment for the service user.
How can partnership be applied in social care? Examples include: • A social worker liaises with a day care centre when planning a support package for a service user. • Prisons work with the local authority to ensure a smooth transfer of social care packages DRAFT for prisoners. • Working in partnership involves the service user, their family and other professionals. • Good communication is needed with partnership working. • When working in partnership, all views, feelings and opinions should be respected.
Practise it!
State an example of partnership working in social care. (2 marks)
Remember it!
What you need to know
• The meaning of encouraging decision making • Examples of how encouraging decision making can be applied by service providers.
Finding a service user’s strengths and abilities can help them make their own decisions.
Encouraging decision making by the service user Service users are experts on themselves, their values and preferences. Encouraging them to make decisions about their care and treatment can help to ensure they get services and support appropriate for their needs. This can lead to better outcomes. A service user can feel empowered when they are involved in making decisions about their own care and treatment. This will raise their confidence and self-esteem.
How can decision making be applied in health care? Examples include: • A nurse asks a service user how they feel about their condition to establish their needs. • A paramedic explains to a service user why they need to go to hospital for further treatment, so they can make an informed decision. How can decision making be applied in social care? Examples include: • A prison consults prisoners about their care plans and daily needs • A food bank volunteer explains to a service user how other service providers can support them. DRAFT
Practise it!
What are the benefits of applying the person-centred value of encouraging the service user to make their own decisions? (4 marks)
Remember it!
• It is important to recognise that service users know themselves better than anybody. • Allowing service users to make decisions can ensure they get appropriate services and support.
What you need to know
• The meaning of the six qualities of a service provider • Examples of how the six qualities are used to inform and deliver person-centred values.
There are six qualities that every service provider should have. These are referred to as the six Cs.
What are the six Cs?
Care Courage
Communication
Commitment Compassion The six Cs Competence Care High-quality care is at the centre of all health and social care work, and service users expect the care to be right for them at all stages of their life. Care should always be focused on the service user to promote their health and wellbeing. Example: You are demonstrating care when you are working with a service user who is suffering from dementia, when you place their needs and best interests at the centre and treat them with dignity.
Compassion Compassion is about how the care is given, and is the basis of how people view the care they receive. Delivering care with empathy, respect and dignity, and developing relationships with service users, shows compassion. It can also be thought of as ‘intelligent kindness’, which is recognising emotions and responding with kindness. Example: A mental health nurse supporting a service user with mental health needs shows empathy with what they are going through and treats them with kindness. Competence This is about service practitioners having the skills and knowledge to deliver effective care and treatment to service users. It also involves the ability to understand the service user’s needs. Example: A social worker supporting a teenager in care knows what support is suitable for their age and for their needs, and is able to put this into place. DRAFT • Care should be focused on the service user to promote their health and wellbeing. • Compassion is delivering care with empathy, respect and dignity. • Competence involves having the skills and knowledge to deliver effective care.
Revise it! Remember it!
Make yourself a set of revision flash cards for each of the six Cs. Use them to check, cover and recall knowledge. You can also get somebody to test you.
What you need to know
• The meaning of the six qualities of a service provider • Examples of how the six qualities are used to inform and deliver person-centred values.
The six Cs were introduced by NHS England as a set of values for all health and social care providers. Their purpose is to create a culture to provide excellent care.
Communication
Communication is important to develop relationships with service users and other professionals, to deliver high-quality and effective care. Listening is an important part of communication and helps to ensure that service users are part of the decision-making processes. Example: A doctor listens and understands if a patient does not consent to treatment.
Courage Courage allows service providers to do the right thing for the service users they care for. This may involve speaking up when they have concerns or observe discrimination, or trying new ways of working to improve care. Example: A care worker suggests a change to visiting times in a care home because they think it would improve service users’ experience. Commitment Service users and their care should be the priority for service providers. Being committed helps to improve care and the experience of the service user. Commitment can also include being adaptable and wanting to continuously learn. Example: A support worker learns British Sign Language (BSL) so they can better support service users who are deaf. DRAFT
Practise it! Remember it!
Explain how commitment can be used to inform and deliver the person-centred value of independence. (4 marks) • Communication and listening involves service users in decision making. • Courage is being able to do the right thing and to speak up when you have concerns. • Commitment involves making service users and their care a priority.
What you need to know
• How applying the person-centred values will benefit service providers • How to link the benefits of applying person-centred values of care in health and social care settings.
Applying the person-centred values of care underpins the high-quality care delivered by health and social care practitioners.
Benefits for service providers Provides clear guidelines of the standards of care that should be given • Service practitioners will know how to deliver care effectively. • Service practitioners will know what ‘best practice’ looks like, and will work to the same high standards. • Care will meet legal requirements. • Values and beliefs that underpin care are reinforced. Improves job satisfaction • Service practitioners will feel pride in their work, and that they are making a difference. • Service practitioners will feel comfortable in delivering care. • Providers feel confident in applying the values and can see the benefit for service users. Maintains or improves quality of life • Ensures their service users are looked after with care and compassion. • Service practitioners are competent. • Service practitioners have the courage to make changes and deliver the best care. DRAFT
Revise it!
Create a poster to display in a health or social care setting’s staff room which shows the benefits of applying the person-centred values of care for service providers.
Remember it!
• Person-centred values of care underpin high-quality care delivered in settings. • They improve job satisfaction and standards of care.
What you need to know
• How applying the person-centred values will benefit service providers • How to link the benefits of applying person-centred values of care in health and social care settings.
Applying the person-centred values of care benefits the professional development of service providers and enables good practice to be shared.
Benefits for service providers Supports rights to choice and consultation • Good and clear communication with service users supports consultation. • Applying choice ensures a service user has the right to choose between options in their care and treatment. • The service provider knows that the service user will be satisfied with the care and treatment they are receiving. Supports service practitioners to develop their skills • Service practitioners will engage in training to develop competence. • They will develop skills to support service users’ needs and their individuality. Enables the sharing of good practice
• Partnership working allows professionals to share good practice. • This leads to a better understanding of best practice in care. • It provides role models within a setting. DRAFT
Practise it!
Explain how applying the personcentred values of care can benefit service providers. (5 marks)
Remember it!
• Applying the person-centred values of care supports service users’ rights to choice and consultation. • Applying the values encourages the professional development of service practitioners and good practice.
What you need to know
• How applying the person-centred values will benefit service users • How to link the benefits of applying person-centred values of care in health and social care settings.
Having a consistent approach which underpins care will have a positive effect on the service user’s experience.
Benefits for service users Ensures standardisation of the care being given • Care will meet the needs of the service user. • Empathy and sensitivity will be shown. • Service users will all receive the same high standards of care. • All service practitioners will deliver care to the same high standards. Improves quality of care being given to the service user • Service users’ needs will be met. • Service users will be consulted and listened to. • There will be a positive experience and the best possible outcomes for service users. • Service practitioners will be competent and deliver effective care and treatment. Maintains or improves the quality of life for the service user • Service users’ needs will be met. • Rights, beliefs and preferences will be valued and respected. • Service users can remain active, connected and independent for as long as they are able. Supports service users to develop their strengths
• Service users will be empowered. • Service users can be at the heart of the decision-making process on their care. • Self-esteem will be improved. • Confidence will be increased. DRAFT
Revise it! Remember it!
Sketch a clock in the centre of a piece of paper. Split around the clock into 1-hour chunks (12 in total). In each hour section: • summarise a benefit of applying the person-centred values of care • link the benefit to health and social care settings. • Applying the person-centred values of care provides service users with a positive experience of care and treatment. • They support service users to develop strengths, and maintain or improve their quality of life.
What you need to know
• Effects on the ‘PIES’ when person-centred values are not applied • How to apply examples of the effects to health and social care settings.
You can remember the effects as ‘PIES’ (Physical, Intellectual, Emotional, Social).
Physical effects Physical effects relate to the body. If person-centred values are not considered, there is a risk that a service user may: • experience pain if medication or treatment is not given • find their illness becomes worse • experience malnutrition or illness due to lack of food or special dietary needs • experience dehydration due to not receiving regular fluids • experience injuries such as cuts or bruises as a result of care not meeting their needs. Example: If a service user in a nursing home is not given a choice of food to suit their dietary needs, they could become malnourished.
Intellectual effects Intellectual effects relate to a service user’s thinking and understanding. Neglecting person-centred values could lead to a service user experiencing a: • lack of progress or development of their skills, such as writing and reading • failure to achieve their potential due to a lack of challenge in the future • loss of concentration due to lack of encouragement or challenge • lack of mental stimulation due to a lack of engagement. Example: A service user in a residential care home has individual needs which may require specific activities to keep their mind active. If these needs are not met, this could lead to a lack of mental stimulation. DRAFT
Revise it!
Create a table listing the effects if personcentred values are not applied. To extend your revision, try to give specific examples.
Remember it!
• Physical effects relate to the body. • Intellectual effects relate to thinking and understanding. • The PIES are linked, so an effect on one may also affect others.
What you need to know
• Effects on the ‘PIES’ when person-centred values are not applied • How to apply examples of the effects to health and social care settings.
The effects on service users can be linked, for example the physical effect of pain can also lead to an emotional effect of depression.
Emotional effects If person-centred values are not applied, it can have an emotional effect on a service user. Emotional effects relate to feelings. Example: If a service user in hospital feels that their privacy has not been maintained, they could feel upset, angry and embarrassed. Stress caused by worry or fear of saying what they want or need Possible emotional effects on a
Anger and frustration over a service user lack of control or loss of independence Low self-esteem or feeling inadequate due to a lack of support, or feeling they cannot achieve anything Depression caused by feeling unimportant and demoralised Feeling upset because of negative experiences and not being valued Social effects Social effects relate to a service user’s relationship with others. A failure to apply person-centred values could lead to a service user: • feeling excluded due to not being involved in decision making • feeling lonely due to a lack of friends or support
• suffering a lack of social interaction and poor social skills because of no social opportunities • becoming withdrawn because of low confidence and low self-esteem. DRAFT Example: If a service user’s independence is not encouraged in a day care setting, they may become withdrawn or feel excluded. • Emotional effects relate to feelings. • Social effects relate to relationships.
Practise it!
State four examples of effects when the person-centred values of care are not applied, linking them to a health and social care setting. (4 marks)
