Where can I get additional support and advice about conflicts and dilemmas?
Where to get additional support, advice or information about conflicts and dilemmas
- Line manager, Care Manager, their home, relatives.
- Best practice guides.
- Self-assessment (do I have the necessary skills)
- Internet research.
- CQC.
What should you do when there are conflicts and dilemmas in your work?
When managing dilemmas and conflicts, you must not prevent an individual from making their own choices. This can be a violation of their human rights and could be classed as abuse. Even when an individual is making an unwise or unsafe decision, you must respect their choice and allow them to take risks.
What dilemmas might you face between the duty of care and an individual’s rights?
Sometimes your duty to safeguard an individual’s well-being may come into direct conflict with an individual’s right to make choices of their own free will. It is likely that an individual you care for may make decisions you fundamentally disagree with and object to.
What are the dilemmas which may arise in the duty of care?
Potential dilemmas could be that sometimes individuals may want to do something which could be a risk to their Health and safety and duty of care means that you must do all that you can to keep them safe but you also have a duty to respect the individuals rights and choice.
What duty of care is in conflict?
Another conflict or dilemma which may arise is if a mental health patient is refusing to take medication. The patient has the right to refuse to take medication but as a care worker, your duty of care is to try and explain the risks and harm that can be caused by the patient not taking their medication.
How do you address conflicts or dilemmas that may arise between an individual and the duty of care?
Speaking to the individual themselves when they are in a calm state is perhaps one of the best ways of finding out ways to resolve or come to a compromise about any conflicts or dilemmas that affect their support. Speaking to their family or close friends can also be beneficial.
What is a conflict or dilemma?
A dilemma is a conflict, problem, or situation with two possible solutions. When a dilemma occurs, a person has to make the difficult choice between two desirable options, or, contrastingly, two undesirable options.
What is a dilemma in care?
In some instances, a care worker may feel that there is a conflict between their duty of care and the wishes of the person using the service. Best interest decisions can only be made for individuals who are not able to decide matters for themselves at the time a particular decision needs to be taken.
What is a professional relationship in care?
In health and social care settings, effective work relationships are based on professionalism and principles of care, which require health and social care workers to respect and promote the rights of everyone they work with. The relationship forms the context within which care and support takes place.
What does dilemma mean?
2a : a problem involving a difficult choice the dilemma of “liberty versus order”— J. M. Burns. b : a difficult or persistent problem unemployment … the great central dilemma of our advancing technology— August Heckscher. 3 : an argument presenting two or more equally conclusive alternatives against an opponent.
What you must do within your role dilemma 1?
| Dilemma | What you must not do within your role |
|---|---|
| Dilemma 1 | Dictate what the individual can or cannot eat providing they have the capacity to make their own decisions. |
| Dilemma 2 | Force the individual to wash/bath/shower providing they have the capacity to make their own decisions. |
How can we avoid incident in care?
What you should do in the event of an incident/ adverse event
- Eliminate any immediate dangers as far as possible to make the situation safe.
- Follow the risk and Health & Safety measures which are in place, e.g. Fire Drills, etc.
- Move people to a safe place.
- Close off an area which poses risk.
Who will advise you on complaints care certificate?
Often an organisation has one named person who deals with complaints. Depending on the size of the organisation there may be a complaints section such as the NHS’s Patient Advice and Liaison Service (PALS). You should ask who is the ‘responsible person’ or ‘accountable officer’ for your workplace.
What are the main points of the complaints procedure?
The main points of agreed procedures for handling complaints are:
- treat all complaints positively and seriously.
- make it as easy as possible for individuals to complain.
- if necessary, provide support for an individual to make a complaint.
- handle complaints quickly and effectively.
- keep the complainant informed and involved.
How do you deal with comments and complaints in healthcare?
How to deal with comments and complaints
- Arrange to talk in private.
- Make sure the individual knows that you may need to pass on information if there is a risk to the safety of themselves or others.
- Listen calmly and actively, assuring them that you are taking them seriously.
- Do not judge or become emotional.
How can I learn from comments and complaints?
Comments and complaints are important because they are vital for making improvements to the quality of your care service so you can keep doing the right thing. Without them, you’d keep repeating the same mistakes, which could harm the trust between yourself and the individuals you care for.
How do you handle complaints in a care setting?
If you’re unhappy about the way your complaint was handled, you can contact an Ombudsman. If the complaint is about the NHS, you can go to the Parliamentary and Health Services Ombudsman. If the complaint is about adult social care, you can go to the Local Government Ombudsman.
How can Complaints improve quality of service?
1. Identify vital areas for service improvement.
- Customer complaints highlight key areas where your product needs work, your systems need updating or your service is flagging.
- They can also point to staff members who need extra training, a refresher course, or closer supervision.
Why is it important for individuals to make suggestions and complaints?
It is important that individuals feel able to challenge poor standards of care. They should know how to complain and feel confident to make a complaint without fear of reprisal. The individual should be reassured that they will receive help and support in taking action on their behalf.
How does a complaints procedure empower individuals?
Having a clear and accessible complaints procedure is an important factor that can contribute to reducing the likelihood of abuse. This is because it assures the individuals receiving care and others that have contact with care services that they can challenge poor standards of care without fear of reprisal.
What is the importance of a complaints procedure?
Benefits of good complaint handling Complaints are an important way for the management of an organisation to be accountable to the public, as well as providing valuable prompts to review organisational performance and the conduct of people that work within and for it.
What is a clear and effective complaints procedure?
ensure that there is an effective written complaints procedure where you work; follow the complaints procedure at all times; respond to complaints within the time limits set out in the procedure; and. provide a constructive response to the complaint.
What is the complaint procedure?
Purpose: The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant’s satisfaction. ALT’s responsibility will be to: deal reasonably and sensitively with the complaint; take action where appropriate.
How do I complain about private dental treatment?
If you wish to make a complaint about private dental services, contact the practice manager of the private dental surgery. Your complaint must be made within 12 months of receiving treatment.
What is accessible complaints procedure?
An accessible complaints procedure is essential for reducing the likelihood of abuse. This is because individuals receiving care will understand that they can challenge things that they do not agree with easily. Individuals should also be made aware of their right to complain regularly.
Why is it important to have a complaints procedure in health and social care?
They matter for health and social care organisations, because every concern or complaint is an opportunity to improve. Complaints may signal a problem – the information can help save lives, and well-handled concerns will help improve the quality of care for other people.
How can abuse be reduced by working with person Centred values?
Ways to reduce likelihood of abuse The likelihood of abuse can be reduced by: working with person-centred values, promoting empowerment, managing risk, and prevention. Empowerment means letting people as far as possible, make their own decisions and be in charge of their own safety.
How do we empower individuals to keep themselves safe?
The Basic Principles of Helping People to Keep Themselves Safe
- be aware of, understand, and follow the Policies and Procedures, Rules and Guidance of Active in the conduct of their work;
- Always remain within professional boundaries;
- listen to and respect Clients at all times;
- avoid favouritism;