Introduction to duty of care in health and social care
Understand the implications of duty of care.
1.1 Define the term ‘duty of care’
Duty of care is a must in a work setting such as domiciliary care and it means that it is a legal obligation to care and look after any vulnerable person that isn’t able to do so themselves, their safety and well being is on your hands.
Example – it is your duty of care to make sure the service user eats/drinks/take meds and making sure there’s no hazards in the environment that could harm them.
1.2 Describe how the duty of care affects own work role.
Duty of care affects own work role as you have a set of guidelines to stick to and a standard of care that you must reach within your care role which will keep you on track and make sure you complete tasks to a good standard making sure the service users needs are met and they feel comfortable in their own homes.
Understand support available for addressing dilemmas that may arise about duty of care.
2.1 Describe dilemmas that may arise between the duty of care and an individuals rights.
• Service user wanting to do something that may cause them harm.
• Service user refusing to use their zimmer frame but service plan says they need too.
• Service user refuses medication
• Service user refusing to eat
• You suspect something going on in the home
• Service user causing harm to themselves
• Relatives/friends being abusive
In situations that are likely to cause harm to the service user or situations that are causing harm to the service user e.g not taking meds, not using simmer frame, refusing to eat, then as a carer you have a duty of care to that person which means that you must do all that you can to keep that individual safe but you have also got a duty to respect the individuals rights and choices. You should always document everything in the diary notes and also inform the office or things could get harmful to the individual.
2.2 Explain where to get additional support and advice about how to resolve such dilemmas.
To get additional support and advice about how to resolve dilemmas such as stated you should inform the office of the company you work for and explain to them what is going on so they are aware and they could also give you a solution to solve the issues, or if you felt more comfortable talking to their family about it then you could do that also and maybe asking them to get social services in to suggest new things for the individual.
Know how to respond to complaints.
3.1 Describe how to respond to complaints.
How to respond to complaints – In all work places you always get complaints and that could be off the service users the office or even a work colleague and it is extremely important that you act and respond professionally to complaints made at work and always follow work policy’s, this will show that you are very professional at your job and you take things serious. You should also always document any complaints off service users to your team leader or to your manager.
3.2 Identify the main points of agreed procedures for handling complaints.
• Always let the individual tell you what is wrong
• Listen to them very carefully
• Take in everything they are telling you
• Never speak over them
• Always show interested body language
• Keep calm and stay professional
• Keep a record of the complaint, document everything
• Apologise if it was something you did and resolve it with individual
• Inform the office if it was something someone else did
• Assure the individual that the problem can be sorted with