Usually the care plan. The aim of the care plan is to assess the needs and risks of the person concerned and make appropriate plans Reviewing/ Evaluating Skills
Is a continual process as people’s needs and wants change. You will be able to check / measure that the care plan objectives are being met by setting target dates to evaluate what the person has been able to achieve and what needs to be adapted in the care plan and objectives Listening Skills
Listening is an important part of communicating with others. To listen implies that the listener hears, pays attention to and responds to the person. Negotiating Skills
The purpose of negotiation is to resolve situations where conflicts have arisen. The aim of a win-win negotiation is to find a solution that is acceptable to both parties and leaves all involved feeling that they have won – in some way – once the negotiation has finished. It is important that the most vocal do not always have their way. Recording Skills
Making notes, writing reports, emails,
Most communication is non-verbal. People can read visual clues and rely on instinct even if you say the opposite, so if a service user asks you a question, be honest – your body language will reveal the truth. Team Work
Team work is essential in social and health work practice. No one can support someone effectively without others. There is no ‘I’ in team Technical Skills
These can range from using computers to craft work. Work practice can vary, you need to be flexible and constantly willing to learn Research Skills
These skills are increasingly important. You will need them to continually develop your learning Organisational Skills
A disorganised person may be creative but will not get very far if they miss the deadline (and visit time) or do not complete the work Personal Presentation
People do judge by first appearances! Always dress appropriately for work and be clean and tidy
4222-206/1 – Understand working relationships in Health and Social Care
The working relationships between care staff and the people who they provide care for is critical for their health and wellbeing – Relationships come in very different shapes and sizes. There are relationships between friends, family members, colleagues in outside organisations and the professional relationship between colleagues and service users. The relationship between a worker and a service user should be a supportive professional relationship. What does this mean?
What are the differences between the personal relationships you have with close personal friends & family and those relationships you have with those people you provide care for and other professionals you work with.
In some instances the relationships can be quite similar in that they involve helpfulness and working together. In a professional relationship you have a task/goal (i.e. providing personal care etc.) that you are working together to complete and achieve. In a personal relationship the ultimate goal is happiness and building that spiritual connection between yourself and your significant other.
This is a topic you should discuss with others and relates mainly to what can be seen as the boundaries that you should not cross. The codes of practice for Social Care workers provides a list of statements that describes the standards of professional conduct and practice required for social care workers as they go about their daily work:
Social Care workers must:
Protect the rights and promote the interests of service users and carers Strive to establish and maintain the trust and confidence of service users and carers Promote the independence of service users whilst seeking to ensure that their behaviour does not harm themselves or other people Uphold public trust and confidence in social care services; and Be accountable for the quality of their work and take responsibility for maintaining and improving their knowledge and skills.
The first step in developing effective working relationships is identifying those people who you are dependent on to get your work done and those who are dependent on you. Where you are dependent on each other this is called interdependence. Working on these relationships will give you a big return as there is the likelihood that support provided will be reciprocated.
Developing good working relationships relies on a number of things
Good effective communication – an ability and willingness to talk and to listen with an open mind, what another person says if generally what they believe to be true, if you disagree ask questions to clarify Trust – This is crucial in developing long term relationships, how far do you trust the other person and what will need to happen or not happen for this to be developed? Mutual Expectations – What are the expectations each person has about the relationship, what mutual goals and targets does each person have?
4222-206/2 – Work in ways that are agreed with the employer
In order to ensure that your employer is able to deliver the service they have agreed with the service user it is important that you understand what is expected of you. At evidence reference 2 you are asked to review your role and responsibilities and the policies and procedures which you need to operate by. Your employer is expected to:
Provide flexible, personalised and responsive service
Put people at the centre of everything you do
Have high levels of specialist expertise and customer satisfaction Invest time in recruiting the right people for the right jobs Provide extensive staff training and support.
If you feel that any of the above is not in place which is inhibiting you doing your job you should talk to your employer to discuss how improvements can be made. Once set of guidelines that we can follow to guide the way we work is our values:
Values guide your work, relationships and life.
Values are a person’s principles, beliefs or standards by which they live. They would consider these to be priorities for them in their lives, e.g. spending time with people, being honest, being punctual, being conscientious, assisting people who are in difficulties etc. Everyone has different and attitudes which will be important to them depending on their background and upbringing.
We are not born with values/attitudes but acquire them throughout our childhood, i.e. through school, friends, family peer group etc. Through our life experiences we are more than likely to change our values. For example, we may have been brought up in a strict religious household taking on those values but as we grow and mature and think about those particular values we may not want them for our lives in the future and take on other values. On the other hand we may prefer to live by those particular values – We all have to make these sorts of choices / decisions for our lives.
Enabling service users to make a choice for their lives means putting the Health and Social Care Values into action. As workers everything we do is influenced by our own values. There are a number of Health and Social Care Values detailed below which you must adhere to, if any of your own values conflict with these it is important that you do not allow these to influence how you work. If you have conflicting values take an opportunity to talk to you manager and / or colleagues to find out how these can be reconciled.
Health and Social Care Values
What this means
Needs of service users should be tailored specifically for their circumstances / needs / wants / dreams / aspirations, for example, if a person requires a particular meal associated with their beliefs these should be provided. However do not make assumptions always check. Identity
Recognise that service users have their own opinions / thoughts / views about things. They will have had many life experiences and these should be acknowledged and valued Rights and Responsibilities
Each service user has rights for example to attend their own place of worship, just because it may be ‘inconvenient’ is not a reason why we shouldn’t meet their rights. They also have rights to change their mind about something. Workers need to encourage them to exercise these rights and encourage responsibility to act within the law and moral responsibilities. Choice
There needs to be recognition of the service users ‘right to make their own choices’, to express and select what they want and the benefits of this. That everyone is entitled to be given full and thorough information in order to make an ‘informed choice’ as to what they want / need. Privacy
Every worker needs to understand how to avoid intrusion such as the need for permission to enter the room of a service user and to protect their personal space. If visitors arrive at the residential / nursing home they do not have the right to see the resident’s room without permission from the service user – it is their home. Inclusion
Being part of the mainstream of society is something most of us take for granted. We go to work, look after our families, visit the general practitioner / dentist, use transport, and go to the swimming pool or cinema. Inclusion means enabling and encouraging the service users to do the ordinary everyday things in life, making use of the mainstream services and for them to be fully included in the local community. Independence
Recognition that the service user should be encouraged and enabled to do things for themselves. This will enable them to feel involved and continue to practice their skills. The result of this would give them a feeling of being involved. If everything is done for the person they lose their skills, self-confidence and sense of self Dignity
Every worker needs to have an understanding of importance of preserving the service users dignity especially when intimate tasks are being provided. Dignity is closely connected to a person’s sense of self-worth. For example, if someone is being assisted to have a bath then the bathroom door should not be left open and as soon as the person is out of the bath, towels need to be put around them so they are not left feeling vulnerable. Respect
Every service user of whatever age, disability, race, gender, class, sexual orientation, belief system, etc. needs to be treated with respect, fairness and dignity, for example, demonstrating to the person that they are very important and that you value them. This means that they are spoken to as an adult with a kind and thoughtful approach. Working in Partnership
It is very important to work in partnership with the service user, their family / friends and with relevant agencies. Every worker needs to take on board the wishes of the person they are supporting, their family / friends and other agencies but the wishes of the service user is the most important. Citizenship
The government is committed to enforceable civil rights for everyone in society in order to eradicate discrimination in society. Everyone has a right to a decent education, to grow up to vote, to marry and have a family and to express their opinions with the help and support to do so where necessary.
4222-206/3 – Work in partnership with others
One of the Health and Social care Values is ‘Working in Partnership’ which means that workers need to work in partnership and form effective working relationships with service users, carers, family/friends, advocates, colleagues/manager and staff from other agencies.
‘Unpaid carers’ refers to family members who support a relative. ‘Significant others’ means anyone who is significant to the service user they are supporting.
Every worker needs to take on board the wishes of the person they are working with, their family and other agencies but the wishes of the person they are supporting should be the most important.
It is very important that the service user maintains contact with their friends/family, advocates who may speak on their behalf and significant others. If the service user is in residential/nursing home care/hostel etc. then regular contact should be encouraged.
The service user needs to know they are still part of a family, have friends and have not been abandoned, e.g. the need to belong (Maslow). The family may want to be involved in the support of the service user, i.e. personal care such as bathing or taking the person shopping, church etc. It is worth exploring with the service user and family members/friends about how they would wish to be involved and encourage this.
Workers should assist the service users in any way possible to maintain these relationships by providing, for instance, a warm welcome and refreshments when visitors arrive etc. This will result in the service users feeling valued, as well as their visitors and also helping to maintain the relationships.
Resources / Further Reading
There are lots of resources that can help you to explore
Learning Outcomes & Assessment Criteria Mapping
The questions below target the following assessment criteria:
Assessment Criteria the learner can
4222-206 (Diploma) Outcome 1. Understand Working Relationships in Health &
Social Care 1.1. Explain how a working relationship is different from a personal relationship 3,4
1.2. Describe different relationships in Health and Social Care Settings 4
4229-206 (Tech Cert) Understand working relationships in Social Care Settings 1.1. Explain how a working relationship is different from a personal relationship 3,4
1.2. Describe different relationships in Health and Social Care Settings 4
CIS Outcome 1.1. Responsibilities and limits
1.1.1 Know your main responsibilities to an individual you support (additional: an individual refers to anyone accessing care or support; it will usually mean the person or people supported by the worker. 1,2
1.1.2 Be aware of ways in which your relationship with an individual must be different from other relationships. 3,4
4222-206 (Diploma) Outcome 2. Work in Ways that are agreed with the Employer 2.1. Describe why it is important to adhere to the agreed scope of the job role 6
2.2. Access full and up to date details of agreed ways of working 7
2.3. Implement agreed ways of working
4229-206 (Tech Cert) Understand the importance of working in ways that are agreed with the employer 2.1. Describe why it is important to adhere to the agreed scope of the job role 6
2.2. Access full and up to date details of agreed ways of working 7
2.3. Explain the importance of full and up to date details of agreed ways of working. 6
CIS Outcome 1.2. Responsibilities and limits
1.2.1 Be aware of the aims, objectives and values of the service in which you work. 5
1.2.2 Understand why it is important to work in ways that are agreed with your employer 6
1.2.3 Know how to access full and up to date details of agreed ways of working relevant to your role (Additional: Agreed ways of working include policies and procedures where these exist; they may be less formally documented among micro-employers and the self-employed) 7
4222-206 Outcome 3. Work in Partnership With Others
3.1. Explain why it is important to work in partnership with others 9
3.2. Demonstrate ways of working that can help improve partnership working 9
3.3. Identify skills and approaches needed for resolving conflicts 9
3.4. Demonstrate how and when to access support and advice about: a) Partnership Working b) Resolving Conflict 13
4229-206 Outcome 3. Understand the importance of working in partnership with others 3.1. Explain why it is important to work in partnership with others 9
3.2. Identify ways of working that can help improve working relationships 9
3.3. Identify skills and approaches needed for resolving conflicts 9
3.4. Explain how and when to access support and advice about: a) Partnership Working b) Resolving Conflict 13
CIS Outcome 1.3. The importance of working partnerships with others 1.3.1 Understand why it is important to work in partnership with carers, families, advocates and others who are significant to an individual (Additional: Others e.g. own colleagues, other professionals across health and social care. 10
1.3.2 Recognise why it is important to work in teams and in partnership with
1.3.3 Be aware of attitudes and ways of working that help improve partnership with others 12
Exploring Working Relationships
Q1. What tasks do you carry out to support service users
Guidance: SCILS Hand-out 3 “Roles and responsibilities of the Worker” will help you with this question as well as looking at your job description.
I carry out numerous roles, these include making sure all service users are up at the specified time in the morning, supporting them with the morning routine such as bathing inc hair washing and shaving (men) and helping to get the clothes ready if needed, then supporting with breakfast, and the morning medication, also supporting service users with breakfast, and maybe in some circumstances helping them make and pack a packed lunch.
If the service users has already made plans for the day then I would support them for the afternoon, making sure they are on time and also with any monies that are due for the afternoon out or for the activity, As I am only down as part time contract 7 hours, I support a service user to recycling, which is an activity, I do all mentioned above getting him ready for the days activities, which are recycling where I support him to work for the day and actually get him involved in the process of recycling cardboard.
He and I will have lunch out for the day and this is also in my role to support him with the full days activities including his lunch out with whoever is supporting him on that day, I do support some other service users when asked to and some of these will need different types of support, but mainly having medication, which my contracted service user doesn’t, so with the service users who do then I would make sure they have their medication at the times specified on the mars sheet, obviously checking the medication is correct, some service users will also be supported with their banking duties on a Monday and then some will be supported shopping, for their weekly shopping, for the coming week. I help the service users with all aspects of supported living.
Q2. What support needs do service users have?
Guidance: SCILS Hand-out 1 “Maslow’s theory of human needs” and Hand-out 2 “Identifying needs/wants” will help you with this question. Also look at service users’ care plans for information.
1) Basic Physical needs, people will do what ever they can to meet their physical basic needs, most people are able to these needs for granted , but if these needs are removed from them then they will do what is ever necessary to satisfy those needs, for instance if a person is starving then their priority is to find food, all other basic needs will be forgotten when compared to needs like hunger.thirst,warmth ,shelter.
2) Love and emotional needs. People need love and search for this, we need love and also we need to love and to be loved back, people need to for close loving relationships, and also to have contact with other contact with friends colleagues neighbours, this may include working along side other people at work, people don’t like feeling alone because we as humans need to build relationships with other humans, these only become important once basic needs and safety and security have been met.
3) Self Esteem Needs : This is how people feel about them selves, its very important then we all feel we have a valuable contribution to make in the society they live in, such as family, local community groups, or work place, feeling good about yourself has a lot to do with our own experience through life, and the type of confidence we were given growing up. Treat all service users with respect and help to build good self esteem.
4) Self satisfaction needs: we should all have plan and this is about reaching the full potential to reach your plan or goals, this may be through setting new goals or even meeting new challenges, and developing existing talents, Maslow suggested that if our other basic needs haven’t been met then this need (self esteem) needs will never be met, because people will need to continue to try and meet the needs lower down the Hierarchy.
Q3. What are the differences between a personal relationship with a friend and a professional relationship with a service user? Guidance: Should the relationships you have with friends and family be the same as the relationships you have with other professionals, service users , colleagues and others you come across at work. SCILS Hand-out “Elements of a Supportive professional relationship” will help you with this question.
No these relationships should not be the same, some aspects of these relationships are similar, such as listening skills and negotiating/recording skills, but with work colleges are a more professional relationship, listed below are some examples of a supportive professional relationship. Listening.Enabling.Empowering.Making choices. Maintaining privacy. Confidentiality. Advocacy. Promoting rights. Non Judgemental.
Teamwork is essential in social care, it is very difficult to support someone without others. Technical skills can range from using a mobile phone or laptop to craft work, work is varied and we need to be flexible and constantly willing. Research skills, are very very important, you will need them to continually develop your own learning. Organisational Skills A discouraged person can be creative but will struggle to go far and they may miss dead lines or fail to complete any work given. Personal Presentation people do judge by first appearances, please always remember to dress appropriately for work and the be clean and tidy.
Q4. What are the different working relationships you have in your work place? Write down below the different people you work with and what information, support and support you provide for them Person/
What information guidance and support do they expect from you? Team members and colleagues I am expected to be able to do my job role properly, I am expected to write down all information in the comms book that I have received on the day of my shift, and to read the same book on starting my shift, we work as a team so I would be expected to help with all aspects of care and support with other service users with other needs whist at work, if im particular good at one aspect of work then I would be expected to give guidance and support to the support worker. I would also be expected to fill in all daily logs for the person I supported on the day. Other professionals
Whilst working with other professionals they would expect me to be as professional as they are with me, these could be Doctors or social workers or in some case even teachers from college, in those cases I would take notes from these professionals to later transfer to the comms book back at the project, and as well as passing on any important information verbally first to the necessary support worker or manager, I would be expected to take all relevant documentation with me, including all medication that the service user is taking. Individuals who require support
Individuals we support have varying degrees of disabilities some are verbal some are non verbal, some like to be left alone and others like to be interacting with me, and enjoy me being in their space, we are able to be verbal with some, but others we use sign, or pictures and hand gestures to communicate with individuals. Families, friends, advocates or others who are important to individuals We also work sometimes with the families and friends of the people we support, and in some cases Advocates, but we have to be very careful what we say to these people as certain things should not be disclosed, as the information may be on a need to know basis.
Understanding Your Job Role
Q5. List the aims, objectives and values of the service in which you work Guidance: you may find these in your organisations handbook/brochure or written as a Mission Statement, if not ask your manager. Organisations Mission Statement / statement of Purpose
Mission Statement. Off the fcl website ??
We are a group of friends and relatives of adults with learning difficulties who are supported by the charity of FYLDE COMMUNITY LINK based in Lytham Lancashire.
As friends of FYLDE COMMUNITY LINK, we are dedicated to raising money in as many ways as possible to enrich their lives by funding ( those little extras ) which can make a huge difference . Organisations Stated Values (also look at H&S Care Core Values)
To be a leader in innovation (trying new things) inclusiveness (involving everyone) and transparency (being open and honest) Everyone who is part of Fylde Community Link therefore strives : To make available responsive (to what people want,) Flexible (because people change) and affordable (because money is limited,) services for people who need them Organisations Core Aims and Objectives
To overcome challenges and so live the best life they can have To push past low expectations and so achieve everything which is possible To balance taking risk with staying safe and so have rich experiences To have a home which is safe and happy
To exercise real choice over their home environment
To live where they want, with whom they want for as long as they want to
Q6. Describe why it is important to adhere to the agreed scope of the job role. You should add a copy of your Job Description as evidence for this unit. In the boxes below write down what you feel are the main duties and responsibilities which are part of your role. You should discuss this with your manager. Take into account the information that you have been given about Care Values and Policies and Procedures.
Is there a procedure to support you?
Maintaining a professional relationship
Ensure the safety of clients/visitors/and yourself, etc,
Promote independence and Dignity, respect, privacy
Work in an Holistic approach, Physical-mental-social needs are Holistic y
Confidentiality, care plans medical and personal details are kept private. y
Non Judgmental. Treat all individuals the same, and with the same level of care. y
Enabling. Helping clients to make their tea, and also helping them with their personal care and hopefully teaching them the basics of personal care, y
Listening, Being able to listen correctly to the clients to fully understand what they want and need to fulfill their needs and wants. y
Write the Standards box above how you rate your knowledge and experience 1 = Good Understanding and Performance 2 = Limited Knowledge and Experience 3 = Training Needed 0
Why is it important to adhere to the job role detailed above?
The job role’s and procedures are their to be followed and this will protect the clients and also the staff, these are put in place to give the clients needs are respected and to help give them the best possible outcome to live their life.
Policies and Procedures
Access full and up to date details of agreed ways of working and Implement agreed ways of working In the exercise shown above you should have identified a number of policies and procedures that support the role that you do. In the boxes below review all the values, policies and procedures applicable to you and your service users and how you apply them in your work. You should then speak to your manager to confirm whether you need any further training and development.
Q7. Name 5 policies and procedures that you must follow in your workplace: Guidance: Handouts 9a and 9b “Policies and procedures” could help you with this questions Policy / Procedure
What information / support is available on this policy
Meds policy and procedures.
Policies and procedures are at all projects , this information helps the client and also the support worker to follow the policies and procedures to be carried out correctly , and to give confidence to both the worker and client.
Health and safety procedures are at all projects we work at, and are kept in the office.
Infection/control procedures are at all projects we work at, and are kept in the office.
Food Hygiene documentation at all project, and again on the FCL intranet/different colored chopping boards for different food types at all projects N
Q8. Where are these policies and procedures located?
Guidance: Ask your manager or bring this issue up at a team meeting.
On the F.C.L. Intranet/ and in the office at the project we are working at.
Ask your manager to comment below on how effective you are at working in line with the ‘agreed ways of working’ shown above. You and your manager should agree if any training in this area is required.
# Wherever possible evidence should be left in the place of work and signposted rather than included in the portfolio. Is the Evidence Provided Valid, Authentic, Reliable, Realistic, Current, Consistent and Sufficient?
Working in Partnership With Others
Q9. Explain why it is important to work in partnership with others . In section 1.2 above you have identified a number of important relationships and the information guidance and support you provide them. Fill in the boxes below. Guidance: SCILS Hand-out Person/
How can you improve your working relationship?
How would you deal with conflict in this relationship
* Where would you gain support and advice
Team members and colleagues
Working as a team
Supporting one and other
Speak to the person involved
Regular team meetings
Policies and procedures
Staff hand book / Managers
Directly to the person or persons involved.
Care and quality commission
Individuals who require support
Work as a team
Support each other
Speak directly to the person involved.
Regular Team meetings
Families, friends, advocates or others who are important to individuals Communication
Working as a team
Support one and other
Speak directly to the person involved.
Q10. Why is it important that you work in partnership with these ‘significant people?’ Guidance: Discuss with manager or raise this issue in the next workshop or work team meeting
To ensure clients achieve the best possible outcome.
Q11. Whose needs can be best met by you working as a ‘team’ and in partnership with others? Guidance: SCILS Hand-out 6 and notes at the start of this module “Health and Social Care Values” will help you with this question
The clients/service user needs need to be tailored the their circumstances/needs/wants/dreams and asperations, recognising that the service user has their own needs/opinions/thoughts and should be encouraged to give their own opinions and views.
Q12. What does the words ‘Prejudice’ and ‘Discrimination’ mean? Guidance: Use a dictionary to help you with these questions. Also discuss this with your manager and workshop leader.
PREJUDICE means. Preconceived opinion that is not based on reason or actual experience.
Discrimination means: The Unjust or Prejudicial treatment of different categories of People.
Q13. Provide an example of where you accessed support and advice about partnership working and resolving conflicts
Hi Im just stuck on the Q13 above, nothing springs to mind, regarding a valid answer.