DESCRIBE extends past the service users and

DESCRIBE HOW DUTY OF CARE AFFECTS YOUR WORK
ROLE

In my day to day duties as a
care worker, I must always maintain a duty of care towards the people around
me.  Duty of care extends past the
service users and includes colleagues, members of the public and anyone I come
into contact with during the course of my work. 
I must regard all safety rules, policies and procedures and adhere to
them.  I should avoid any risky practices
or behaviour that may cause injury or harm to others.  Whilst working in  a professional manner I must ensure that all
duties are carried out in a safe manner and not behave in any way that could
increase risk to any individual.

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205 2.1 DESCRIBE 2 DILEMAS THAT MIGHT ARISE
BETWEEN THE DUTY OF CARE AND AN INDIVIDUALS RIGHTS

1.     
 A
service user likes to drink a bottle of wine each evening before bed.  The service user has been diagnosed with
having a UTI and has been prescribed with an antibiotic.  No alcohol is permitted with the new
medication and the service user must not drink wine for one week.  The service user demands that they must have
their drink at supper time.  The Carer
has a duty of care to inform the service user of their actions in drinking
alcohol with antibiotics and provide all the necessary information to enable
the service user to make an informed choice. 
As a duty of care to the service user it may be necessary for the carer
to seek further support in preventing the service user becoming more ill.  However it is the service users right to
refuse any medication or intervention into their lifestyle.  The carer is then faced with a dilemma.

2.     
  A
service user has become frail in a few weeks of deterioration to their
health.  It is now a health and safety
issue that they have been instructed to use stand aids and a hoist whilst being
moved into bed.  The service user has not
used a hoist before and is refusing to comply with the carers, asking the
carers to complete the task manually without the use of hoist or stand
aid.  The dilemma is such that, the carer
wanting to give the best service to the client, and not wishing to upset the
client by insisting they use the stand aid and hoist.  Although to comply with health and safety the
hoist must be used.  The carer could
explain to the service user that they have been instructed by an authority to
use the new aids or leave the client in situ and not move them into bed, let
the client sleep in  their chair. Advice
from a superior or OT should be sought to prevent any breakdown between client
and carer relations.

 

205 2.2
EXPLAIN WHERE TO GET ADDITIONAL SUPPORT AND ADVICE ABOUT HOW TO RESOLVE THE
DILEMAS

 

In circumstances of medication dilemmas, it might be
possible to seek advice from the service users GP.  The GP may contact the service user to
explain about the use of medications and do’s and don’ts.  The district nurse may also be able to help.  The pharmacist who dispensed the medication
will also be able to help with advice.

The occupation al health nurse will have explained to the
service user how and when to use equipment provided.  The occupational health service may offer
support with individuals who are anxious about new equipment.

There may also be help available from a more experienced
care worker, who may know the service user and has provided care for the
service user and has developed a good working relationship with them.  The service user is more likely to comply
with aids if they are fully aware of their own needs an d can see the benefits
of walking aids etc.

 

 

 

 

 

205
3.1  DECRIBE HOW TO RESPOND TO COMPLAINTS

 

As with
any complaint it must be taken seriously. 
Firstly listen to the full content of the complaint.  Make notes if necessary.

Try and
resolve the problem face to face with the service user.  Sometimes an apology from the carer is all
that is required.

A
complaint that has escalated however should be forwarded to the company.  Following the complaints procedure that is
placed in all the service users’ home files. 
A service user may complain to me as an individual about my uniform or
personal appearance, if I am following the correct dress code for work and my
appearance is tidy, I may ask the service user to make a direct complaint by
contacting the office.

Always
respond in  a polite helpful manner and
do not individualise complaints.  Point
the service user in  the direction  of the complaints procedure, if it is an
urgent matter, ensure that the service user or family contact the office
directly.