St Luke’s Hospice Essential Training Handbook For Volunteers
1
Contents Fire safety Health and safety Manual handling Infection prevention and control Lone working, personal safety and security Safeguarding children and vulnerable adults Communication and customer service Information governance and data security Equality and diversity Working together
Page Page Page Page Page Page Page Page Page Page
3 4 6 9 10 11 13 14 19 20
2
Fire Safety What is fire? Fire is a chemical reaction involving burning of a fuel. Three things must be present at the same time in order to produce fire: HEAT - sufficient heat energy must be applied to raise the fuel to its ignition temperature. OXYGEN - sufficient oxygen must be present in the atmosphere surrounding the fuel for fire to burn. FUEL - any combustible material - solid, liquid or gas. Reducing the risks associated with fires In order to minimise fire risk there are a number of things we can do:
Keep combustible materials away from heat sources Avoid clutter- particularly around walk ways and exit areas Don’t overload electrical sockets Keep areas such as linen rooms locked Store combustibles or fuels safely Check fire extinguishers regularly Keep fire doors closed
Fire Doors Fire doors should be kept closed at all times unless fitted with an automatic release device. All Fire doors are designed to give at least thirty minutes protection against smoke and flames. Some doors, usually in higher risk areas, are constructed to give one hour protection. Fire doors are therefore an essential and effective means of hindering the spread of a fire and should therefore be treated with respect. DO NOT WEDGE FIRE DOORS OPEN! If it is necessary to wedge open a fire door, for example, when moving furniture, somebody must take responsibility for ensuring it is closed again afterwards. If fire doors are wedged open over a prolonged period of time they can be damaged and are no longer effective. Signing in and out It is important that there is a clear record of who is in your building in the event of a fire. All visitors must sign in and out. Designated Fire Escape Routes Designated fire escape routes are protected by fire doors and have directional signs located throughout the length of the escape route to direct people to the final exit door. It is important not to store anything on these escape routes, as they present a trip or fire hazard, particularly if the mains powered lighting fails.
3
Fire Action 1. Raise the alarm 2. Person in charge to Dial 999 3. Evacuate by nearest available exit 4. Proceed to the assembly point 5. Person in charge to undertake a roll call 6. Stand by and await further instructions 7. Person in Charge to meet Fire Service on arrival
Health & Safety The Hospice has a legal obligation to protect everyone from risks to their health and safety posed by work activities. Ensuring health and safety is maintained is everyone’s responsibility. Health and Safety Hazards A hazard is something that has the potential to cause harm. Below is a list of some of the hazards and harm they may cause.
Hazard
Harm
Manual hazard
Limb injuries
Control of Substances Hazardous to Health
Skin and eye irritation
Display Screen Equipment
Eye strain
Slips and Trips
Bruising, sprains and fractures
In order to effectively reduce health and safety risk we need to identify the hazards we face in the course of our work. This can be done in one of two ways by recognising there is a hazard after someone has had an injury or developed ill health and being aware of risks from inspections and risk assessments.
4
Incident Reporting at St Luke’s Hospice Report ALL incidents, injuries or near-misses to your Line Manager, who will assess and investigate where necessary and forward a form to incidents@slhospice.co.uk. Slips, Trips and Falls Slips and trips are often seen as trivial however, one third of major injuries in the workplace are caused by slips and trips. Slips, trips and falls are one of the biggest cause of serious injuries at work, many result in broken bones or worse. Ways of reducing risk
Can it be removed or done differently? Can you refer to a person who has experience and knowledge? Take frequent breaks? Can equipment be used?
Manual handling training? Can the environment be adapted? Is maintenance required? Is personal protective equipment required?
COSHH (Control of Substances Hazardous to Health) During the course of your work you may be exposed to a variety of substances hazardous to health. These include chemicals and infections. All chemicals that are used on the premises have been assessed for their impact on health. There may be some products such as cleaning agents that can result in skin irritation. If these are used in your area there will be a file detailing the product, the harm it can cause and its safe use. Some chemicals are legally classified as hazardous substances as they can cause ill health. Contact with the skin or eyes, swallowing them or breathing in the vapours may result in damage and irritation of the skin and eyes, respiratory problems, asthma and stomach upsets. The Control of Substances Hazardous to Health Regulations (COSHH) cover the use of hazardous substances at work. The presence of an orange warning label on products will generally indicate whether they are hazardous. CORROSIVE - Will cause burns to skin, eyes and respiratory tract and can cause permanent damage
HARMFUL - May cause temporary or permanent damage to your health if swallowed or inhaled
5
TOXIC - Will cause acute or chronic damage to health when inhaled or swallowed. IRRITANT - Will cause redness and irritation to skin, eyes and respiratory tract, but no permanent damage.
FLAMMABLE - Produces vapours which will burn at temperatures below 550C, if they come into contact with a spark, flame HIGHLY FLAMMABLE - Produces vapours which will burn at temperatures below 210C, if they come into contact with a spark, flame
Volunteers are not asked to use such substances. If you do come into contact with a substance the manufacturers provide safety data sheets. These contain first aid instructions that should be followed in the case of an accident.
First Aid We have First Aid boxes located around our buildings. Seek appropriate first aid from a colleague and advise your Line Manager if you use something from a box that needs replacing. What to do if you feel unwell If you become unwell whilst carrying out your duties you must report to your Line Manager.
Manual Handling Including Working at Height Manual handling risks are recognised as being a major cause of injury to employees in all types of work environments. Legislation is in place that aims to reduce the risk of injury from manual handling activities. What is Manual Handling?
Lifting
Pulling
Carrying By Hand or by Bodily Force
Pushing
Lowering
Causes of injury Stooping, twisting, bending and stretching. Moving loads that are too heavy. ‘Wear and tear’ due to overloading Posture that is held for periods of time 6
Assessing the risk Manual handling Operations Legislation (1992) requires us to: Avoid – any hazardous manual handling tasks as far as is reasonably practicable Assess – any hazardous manual handling which cannot be avoided Reduce – the risk of injury to the lowest level reasonably practicable Where hazardous manual handling cannot be avoided a risk assessment should consider: Task - Type of handling being undertaken, posture, frequency, recovery time Individual - Factors affecting the handlers capability such as training, footwear, health Load - Size, shape, weight of the object being handled Environment - Space available, flooring, obstacles, temperature, stairs or slopes. Principles of Safer Handling For any roles where manual handling is required, please speak to your manager. When undertaking any handling activity (lifting, lowering, carrying, pushing, and pulling) the principles of safer handling should be used even with light loads. Good Techniques for Lifting
Plan the move Where is the load going to? Can you use equipment? Don’t lift more than can be easily managed according to your capability If unsure seek help or advice Adopt a stable position Place feet apart with one leg slightly forward. If the load is to be moved from the floor the forward foot should be placed alongside the load. Wear clothing that allows movement and footwear that is stable. Secure Hold If possible, hug the load into the body. Start in a good posture, with your back in a natural upright position. Slight bending of the back, hips and knees is preferable to stooping or squatting at the start of the lift. Don’t flex the back further while lifting. The heaviest side of the load should be towards the body. Keep the load close Loads should be held close to the body between hip and shoulder height avoid handling loads at arm’s length as much as possible and store loads on shelves between hip and shoulder height. Twisting or leaning should be avoided, particularly if the back is bent. Do not twist whilst lifting, use feet to turn.
7
Keep the head up when handling When the load is securely gripped, look forward and not at the load. Move smoothly, jerking or snatching the load can increase the risk of injury or loss of control over the load. Put down then adjust When lowering the load it should be put down then slid into the desired position. Avoid lifting the load to the back of surfaces/shelving or over obstacles. Avoid changing grip during the move, put it down to re-adjust. Personal Protective Equipment (PPE) Employers are obliged to provide protective clothing or equipment for staff/ volunteers where risks cannot be adequately controlled by other means. Heavy-duty gloves will provide a degree of protection for those who have to lift heavy items. Lighter-weight gloves would be more appropriate for lighter items. Gloves containing latex should be avoided due to the risk of an allergic reaction. Footwear with protective toe-caps will provide extra protection for those who have to move heavy items. High Visibility and waterproof clothing may also be required for those involved in outside work or in the warehouse. Please ensure if you have been provided with PPE to wear whilst working that it is worn; it’s for you own safety! Working at Height The government regulations for working at height apply to work at any height where a fall is liable to result in injury. SAFE USE OF KICK STOOLS Kick stools should be used sensibly for low risk tasks where a person would spend short periods on the equipment. If you cannot comfortably reach where you intend to lift, ask for support from your line manager. The Hospice prohibits the use of ladders unless you are specifically trained. Points to consider: 8
The kick stool needs to be used in such a way that it is prevented from slipping on the surface Are all the wheels present and do they rotate freely? The surface must be level and clear to allow the kick stool to keep good contact with the floor Any items that are carried should be relatively small and lightweight Staff should know how to use kick stools safely (refer to manufacturer’s instructions) and when not to use them Check kick stools regularly to ensure they are in good condition
Is there any material clogging the mechanism? Are there any cracks or other signs of damage? Is the surface of the platform free from contamination by dirt or fluids? Keep both feet on the kick stool at all times Do not attempt to over-stretch when trying to reach up or out.
Infection Prevention & Control All volunteers working within the Hospice, have the responsibility to ensure that they adhere to procedures. How infection is spread Indirect or direct contact - Contact is the main way in which infection is transmitted therefore hand hygiene is the most important method of avoiding cross infection Vectors - such as cockroaches, fleas, flies and other insects that may harbour infections Airborne Faecal-oral - poorly prepared or contaminated food or water. Hand hygiene The transmission of micro-organisms via contaminated hands is recognised as a major cause of healthcare associated infections. Adherence to good hand hygiene practice is an essential part of any infection prevention and control strategy. Studies have shown that some areas tend to be missed when performing hand hygiene. The diagram below demonstrates which areas these are: The white areas are those least frequently missed The darker areas are those less frequently missed The darkest area is those most frequently missed
Front
Back
9
Hand Sanitiser Hand sanitiser is a good way of reducing the hand bacteria where it is difficult or there are no hand washing facilities. Clinical Waste Disposal It is not the responsibility of volunteers to dispose of clinical waste.
Lone Working, Personal Safety & Security Working on your own A lone worker is defined as a person who works by themselves without close supervision, in any environment where there are no other workers present who are available to respond quickly and effectively to unusual occurrences or emergencies. A generic risk assessment has been carried out for lone working roles. This risk assessment will be carried out by our Estates and Facilities Manager in collaboration with department managers. Hazards faced by lone workers Environmental - fire, slips, trips, falls, obstructed access and exit, infections, pet allergies or attack, smoking. Transport - breakdown or road traffic accidents. Manual handling – avoid whilst working alone. Challenging Behaviour - there is the potential that lone workers will be exposed to unpredictable behaviours from others including aggression and violence. This may be from members of the general public or service users and their families. In circumstances where there is substance, alcohol or mental health problems behaviours are more unpredictable. If you feel that someone’s behaviour could compromise your own safety, remain calm and make your way out of the premises. You should contact your line manager immediately to inform them of the situation. Lone Worker Responsibilities  All those working alone are required to carry out their own Risk Assessment, each time they undertake their role. If risk is identified they are not to carry out their normal volunteer role, they must remove themselves from the situation and report what they have seen to their Line Manager. 10
All those working alone must make themselves familiar with the Lone Working Policy and specific role induction and or your role guidelines. Tell someone where you are going, what time you are leaving and when you expect to return home. Maintain any personal owned vehicle, used for lone working, in good working order with MOT and relevant insurance. Do not carry large sums of cash, medicines or expensive items. If experiencing any difficulties with the role, or require support or advice, contact your Line Manager, or the In Patient Unit out of hours, who will contact the on-call manager. If it is an emergency ring 999. Report all incidents and near misses encountered in the course of your duties to your line Manager. Attend any meetings or events arranged to provide support and information to lone workers.
Personal Safety and Security Report all security-related or suspicious incidents to you manager Wear your ID badge at work. If safe to do so, challenge those who are not wearing identification, who do not appear to have any rightful authority to be where they are or who are acting suspiciously. Don’t allow ‘tailgating’. Be aware of anyone trying to gain access to a secure area by closely following as you enter. Put valuable Hospice equipment in secure storage areas when not in use. Ensure you do not bring valuable personal property to work with you. Protect your personal property at all times by locking it away and using lockers where offered, or by not taking/wearing anything of value when working alone. If unsure about tasks you are asked to undertake, or equipment you are asked to use, then do not undertake the task, for example, if you are asked to mow a client’s lawn, but feel the mower is unsafe, do not mow the lawn. Protecting Property Shut/lock windows, doors, cabinets and cupboards in unoccupied areas. Protect property and assets and lock personal valuables away. If you are accessing a client’s property requires you have access to a key safe, be very mindful of your environment when doing so.
Safeguarding Children & Vulnerable Adults We all have a duty of care to others, we need to treat every individual with dignity and respect to ensure they feel safe and are empowered to make independent choices and decisions. Safeguarding is a collection of measures that ensure groups such as children, young people, and vulnerable adults are protected from abuse, harm and neglect.
11
Safeguarding Children Safeguarding children from harm is everybody’s business. A child is anyone who has not yet reached their 18th birthday (Children’s Act 2004). If you have concerns about the welfare of any child you encounter whilst at work, you have a duty to act upon your concerns. This brief overview outlines how to recognise abuse and neglect of children and how to act on your concerns. There are 4 defined categories of abuse as outlined in ‘Working together to safeguard children’ (2006). Neglect is a pattern of failing to provide for a child’s basis needs, whether it be adequate food, clothing, hygiene, supervision or shelter. It is likely to result in serious impairment of a child’s health or development. Some common signs that there may be something concerning happening in a child’s life include: • unexplained changes in behaviour or personality • becoming withdrawn • seeming anxious • becoming uncharacteristically aggressive • lacks social skills and has few friends, if any • poor bond or relationship with a parent • knowledge of adult issues inappropriate for their age • running away or going missing • always choosing to wear clothes which cover their body. What to do if you suspect a child is at risk of or has suffered significant harm Discuss with your Line manager who will… Inform the safeguarding lead - Director of Care Who will refer to the appropriate social services child protection team Safeguarding Adults A Vulnerable Adult is a person over 18 years of age, who is, or may be, in need of community care services, by reason of mental or other disability, age or illness, and who is, or may be, unable to take care of him or herself or unable to protect him or herself; against significant harm or exploitation. This may be because of age, illness, physical disability or impairment, mental health problems or learning disabilities. Their need for additional support may be complicated by other factors such as social or emotional problems, homelessness, sensory impairment, drug or alcohol problems, challenging behaviour, chronic illness or physical frailty. (Department of Health 2000). Types of Abuse Physical – hitting, slapping, pushing, misuse of medication, restraint or inappropriate physical sanctions. Domestic – psychological, physical, sexual, financial, emotional abuse Sexual – rape, indecent exposure, sexual harassment, inappropriate looking or touching, sexual teasing or innuendo, sexual photography, subjection to pornography or witnessing sexual acts, sexual assault or sexual acts to which the adult has not consented or was pressured into consenting.
12
Psychological – emotional abuse, threats of harm or abandonment, deprivation of contact, humiliation, blaming, controlling, intimidation, coercion, harassment, verbal abuse, cyber bullying, isolation or unreasonable and unjustified withdrawal of services or supportive networks. Financial or material – theft, fraud, internet scamming, coercion in relation to an adult’s financial affairs or arrangements, including in connection with wills, property, inheritance or financial transactions, or the misuse or misappropriation of property, possessions or benefits. Modern slavery – human trafficking, forced labour and domestic servitude. Discriminatory – forms of harassment, slurs or similar treatment; because of race, disability, gender and gender identity, age, disability, sexual orientation or religion. Organisational – neglect and or poor care practice within an organisation. This could be a one off incidents or on-going ill-treatment. Neglect and acts of omission – including ignoring medical, emotional or physical care needs, failure to provide access to appropriate health, care and support or educational. Confidentiality Sharing information is essential in protecting adults from harm. In some circumstances it will be necessary to exchange or disclose personal information which will need to be done in accordance with the Data Protection Act 2018. If a service user makes a disclosure of abuse, care must be taken to explain to them the procedure that will be followed and they should be told that it might not be possible for the Hospice to maintain confidentiality. What is Prevent? Prevent aims to stop people becoming terrorists or supporting terrorism. What is terrorism? Terrorism is the unlawful use of violence or a threat of violence to support a belief or ideology. What is extremism? Extremism is the use of extreme behaviour to support a belief or ideology. Not all extremism is harmful or criminal, but sometimes those who behave in an extreme way, can go on to become terrorists. The Threat Our communities can be threatened by a minority of people who encourage or glorify violence in the name of a political ideology or a religion. The most severe threat to the UK is currently from people returning from international warzones such as Syria and Iraq. Other threats include people who espouse racist or Islamophobia views such as white supremacists and EDL supporters.
If you suspect any of these activities report it to your manager
Communication & Customer Service 13
Communication is essential to every role. We communicate in a variety of ways such as letters, emails, conversations, meetings, and the telephone to a variety of individuals including colleagues, volunteers, patients, professionals and the general public. How do we communicate? Verbal 45% Words used Volume Tone of voice Intonation
Non-verbal 45% Facial expressions Gestures Posture Positioning
Top tips for good communication • Be polite and courteous • Call people by their preferred title • Be positive in your approach- how can you help them, how can you resolve the problem? • Avoid jargon • Observe how people react to your communication and respond appropriately • Listen actively • Acknowledge what is important to them and you • Discuss a mutually acceptable way forward • Summarise what has been agreed Handling Conflict Despite our best efforts to communicate effectively conflict can occur. Conflict occurs when two individuals disagree. It can result in a heated discussion, an argument, verbal aggression or even physical assault. Conflict can occur between colleagues or from service users. It is important that we learn how to deal with conflict in a positive way. Responding to verbal complaints If you receive a verbal complaint please refer it to your manager. Working Relationships Be mindful about your relationships within the Hospice to protect the physical and emotional wellbeing of the patient and yourself. Boundaries are essential to keep these relationship professional. They provide ground rules and protect the everyone from becoming too dependent on us. They protect us from becoming too personally involved. Please remember • Not to accept money from or lend money to a patient, their relatives or carers. • Not to accept personal gifts from a patient, relative or carer. See Gift Acceptance policy. • Not to give personal gifts to a patient, relative or carer. • Not to Seek to establish ‘social’ contact with patients, their relatives or carers, outside of Hospice services. This includes contact via social media.
14
• •
We ask that you do not share your personal information with patients or their visitors including your address or phone number. Not to discuss your personal life with a patient, relative or carer. It is alright to talk about interests you share but not to discuss, for example, your own health problems; an argument you had with your spouse, or other personal problems.
Information Governance & Data Security Information governance is concerned with the rules and regulations for handling patient information of a personal and/or sensitive nature and how that information is kept safe and confidential. We can be fined for any data breach. All employees and volunteers of the Hospice have a duty to protect and maintain privacy of personal information and to use it only for the purposes for which it was intended. Access must only ever be allowed on a need to know basis. You must: Be aware of your legal responsibilities in protecting the confidentiality and security of information you handle Keep any information you handle secure (both paper and electronic records) Comply with your role specific guidelines and if unsure refer any queries you receive regarding personal information to your Line Manager – If in doubt ask! All volunteers sign a Confidentiality Declaration on joining. Any breach of confidentiality may result in you being asked to leave. What is Personal Information?
Personal Information
Name ID Number e.g. NHS number Passport Driving License National Insurance number Location indicator e.g. Home address Email address
Sensitive Personal Information
Race Ethnicity Politics Health information Sex life or sexual orientation This could include the fact that they are receiving Hospice treatment
Collection of personal information Everyone has the right to be informed about the collection and use of their personal information. We will provide the following information: • Why we collect their information • How long we keep their information • Who it will be shared with 15
We do this using: • A ‘Privacy notice’ on the Hospice Website • A Communication Preferences form on the Hospice Website • ‘Keep in Touch’ Postcards for Supporters Details must be accurate and everyone has the right of erasure – if a patient or supporter asks for their details to be updated or removed, then please ensure they are directed to the clinical teams or communications team respectively.
Disclosing information Confidential information must not be shared unless permission has been given by the individual concerned or the need to protect the individual from harm. (Safeguarding). However if a patient on the ward or clinic complains about an aspect of their care and tell you about it, you are not breaching confidentiality by advising a member of staff, you are helping the patient. It also gives the opportunity for the staff to improve standards of care. If you were to overhear staff members talking about a patient or you read information about a patient, you must not repeat any of this information to anyone outside the Hospice, to family or friends. If you were to do so, this would be a breach of confidentiality and could have serious consequences. You must also be careful not to talk to acquaintances you meet by chance in the Hospice or clinic unless they speak to you first. They may not wish anyone to know they are in the Hospice. If you believe there has been a breach of confidentiality, you should report it to your Line Manager who will log it using the Hospice’s reporting procedure, so that it can be investigated. What can I tell people?
16
Duty of Confidence Be careful and cautious when answering the telephone: Callers request information under false pretences Requests for information need to be verified If possible, always obtain requests in writing Good quality record keeping: Can everybody else read them? Complete them as soon as possible Make sure they are dated, timed and signed When you are handling information, please ensure it is used correctly, securely and confidentially. This means on a computer where possible, but when on paper, securely stored away and placed in secure disposal as soon as possible. Processed fairly and only for specified purposes Why are you collecting the information, what you are going to do with it, and who you may share it with. Personal information MUST NOT be shared for reasons other than those it was collected – if you need information to do your role effectively in the Hospice, you must not share that information with the outside world – e.g. friends, partners, neighbours. Adequate, accurate and relevant Only collect and keep information you need, and do keep it up to date. Dispose of documents when they are no longer needed, any personal information MUST be disposed in the confidential waste containers found in each department. Keep security in mind Keep confidential papers locked away, always lock your computer when you’re away from your desk. Lock your computer, even if it’s just for a short time. If information has to be passed to others, ensure it is passed securely. Please look at the following scenarios –think about which of the above principles was breached, what harm it could cause and how it could be done differently the next time. Scenario 1 Receptionist Sarah starts her shift, and sees that her friend (Jane) is an inpatient at St Luke’s. She thinks a mutual friend of her and Jane should know, so she calls her. Should she have done this? No, it’s information only learned from her work at St Luke’s, and was shared for the reason of ensuring the right people are admitted. This is a clear misuse of information. Complaints and patient distress have been the result of this kind of misuse. Scenario 2
17
A volunteer finds a sheet of paper on the corridor floor. It’s a leaflet showing the opening times of the hospice shops. On the back is written a name, address and phone number which she doesn’t recognise. She pins the leaflet to a nearby notice board where it might be found. Why might this be a problem? The details on the paper are personal information and must be disposed of in the confidential waste immediately. Please report this to a staff member, and they will use our incident reporting system Scenario 3 Robert, a volunteer goes into his local supermarket. He bumps into a friend, who asks him what the hospice visiting times are, as her uncle was admitted to the hospice that morning. He tells her he cannot say, as this is confidential information. Is this correct? No, we can give out any information that is “freely available” – e.g., telephone or fax numbers, visiting times, staff names, etc… that are available on the internet, on leaflets, signs, etc… Scenario 4 A member of shop staff takes gift aid details for a new donor. The customer leaves the shop and the staff member goes to help another customer, leaving the details out on the counter–top. Is this a data breach? Yes, anyone could come in the shop and see this information. It contains personal details, and so should be stored away securely. A source requires two or more pieces of ‘personal identifying’ information to become sensitive, i.e. a name and a phone number. Either on their own are not a huge risk, but when there are two or more together, this becomes information we must protect. Scenario 5 You are a Day Hospice Patient Driver. Your patient confides in you that they don’t always like going home, as their son shouts at them for forgetting things and their daughter-in-law now ‘looks after’ their bank books. You’re concerned about what the patient has told you. Are you able to share this information with the Day Hospice Manager? Yes: If information sharing is due to a ‘Safeguarding’ concern, then this is a legitimate use of it. The Caldicott Guardian A Caldicott Guardian is the person responsible for protecting the confidentiality of patient information and enabling appropriate information-sharing. Our Caldicott guardian is: St Luke’s Director of Care The Caldicott guidelines are: Justify the purpose of using confidential information Only use it when absolutely necessary Use the minimum required Allow access on a strict need-to-know basis Understand and comply with the law. If you have any questions regarding Information Governance, please ask any staff member – we are always happy to help. If in doubt, always check! Data Security
18
Information security is about ensuring information is: Protected and secure Reliable Available to authorised users only Your responsibilities are to ensure: Records are correctly stored Passwords are kept secure You use secure printing You lock your computer when leaving your desk You report any inappropriate disclosures or overheard conversation You delete any spam mail without opening it You don’t download unauthorised software You use IT equipment correctly Any breaches of data security, must be reported to your Line Manager
Equality & Diversity Equality Equal means to have the same value. It does not mean that things need to be the same. Equality means that everyone in society is valued as an individual, with equal rights. Diversity Diverse means different. People are different and varied in the way they look, dress, behave, what they believe in, their gender, sexual orientation, age, culture and personalities. We serve a diverse community. Equal opportunities Equal opportunities mean that there is equal access to life chances. This includes access to employment, education, buying goods or accessing services. Equal opportunity is guaranteed under legislation. Everyone should have equal opportunity to access Hospice services. Stereotyping Stereotyping means to generalise, to make things the same for example ‘all women are bad drivers’. Of course this is not true there are many very good women drivers. People stereotype because:
It helps them deal with difference and ignorance 19
It makes them feel superior Stereotyping leads to oppression, disempowerment, discrimination, exploitation and the denial of people’s rights. Stereotyping is not acceptable.
Discrimination Discrimination means unfair or unequal treatment of individuals or groups. Institutional Discrimination – policies exclude certain groups e.g. all staff must work Saturdays is discriminatory against practicing Jews who keep the Sabbath sacred. Direct discrimination – individuals are treated less favourably because of whom they are e.g. an employer stating no women need apply – this is direct sex discrimination. Indirect discrimination – rules and conditions apply to all but affect one group more than another e.g. only access to the cinema is via stairs – this discriminates against disabled people. Protected Characteristics
Age Disability Gender reassignment Marriage Civil partnerships
Pregnancy and maternity Race Religion or belief Sex Sexual orientation
Working Together
20
‘Thank you for your continuing support’ Neil Wright, Chief Executive
21