booklet 6

• pressure group 


  campaigns in behalf of the individual members that they represent, so this puts pressure on local Government who can initiate change
• advocacy


  speaks on a person's behalf, if they have a learning difficulty, poor literacy skills or speech impediment

  usually volunteers that will work with the individual by building a sense of trust and relationship with them, they attend meetings with the service users
• complaints policies


  All care settings must have a formal complaints procedure. The settings have a responsibility to ensure that their service users and, where appropriate, their families and other informal carers, understand how to access and use complaints procedures if they are unhappy with the quality of care provided.
• How do complaints policies help to improve services?


  complaints get dealt with so it doesn't happen again
• How do complaints policies help to protect service users?

  better outcomes

  good complaint policies will show who is responsible so individuals are protected from harm
• PALS

  The Patient Advice and Liaison Service (PALS) offers confidential advice, support and information on health-related matters. They provide a point of contact for patients, their families and their carers.

  PALS can give you information about:

  • the NHS

  • the NHS complaints procedure, including how to get independent help if you want to make a complaint

  • support groups outside the NHS
• Whistleblowing policies


  Whistleblowing policies encourage staff to raise concerns about the quality of care being seriously poor or dangerous without fear of repercussions.
• Which organisations might a member of staff report poor or dangerous care too?

  CQC or media
• Care Quality Commission (CQC)

  They monitor, inspect and regulate services to make sure they meet fundamental standards of quality and safety and we publish what we find, including performance ratings to help people choose care. They report on the quality of care services, publishing clear and

  comprehensive information, including performance ratings to help people choose care.
• Who do CQC regulate

  • ambulances
  • care homes
  • hospitals
  • services in your home
• Public Health England (PHE)


  they exist to protect and improve the nation's health and wellbeing and reduce health inequalities
• what are PHE responsible for

  • · making the public healthier by encouraging discussions, advising government and supporting action by local government, the NHS and other people and organisations
  • supporting the public so they can protect and improve their own health
  • protecting the nation’s health through the national health protection service, and preparing for public health emergencies
• Ofsted is the Office for Standards in Education, Children’s Services and Skills. Ofsted organises inspections and regulatory visits to services that care for children and young people and reports and advises on the outcome of the inspections.
• Environmental health

  Inspects the quality of hygiene standards.
• The nursing and midwifery council

  Regulate the standard of professional practice of all nurses and midwives, they set standards of education, training, conduct and performance so that nurses and midwives can deliver high quality healthcare throughout their careers

  they regulate nurses and midwives
• The Health and Care Professions Council

  Its key functions include approving education and training programmes which health and care professionals must complete before they can register with the HCPC; and maintaining and publishing a Register of health and care providers who meet pre-determined professional requirements and standards of practice

  they regulate health, psychological and care professionals
• The General Medical Council

  Regulates doctors they are responsible for medical education and training, set the standards that doctors must meet, bring the medical professionals into disrepute, revalidate doctors to make sure they are fit to practice (every 5 years)., they regulate doctors in the uk by setting standards, holding a register, quality assure education and investigate complaints
• The British Association of Social Workers (BASW) is the largest professional association of registered social workers and qualified care managers in the United Kingdom. The association has a members' code of ethics that outlines best social work practice and works to support social workers and care managers through education and resources.
• How services are improved:

  • Benchmarking against national standards/assessed against quality criteria/ organisations, codes of practice, applying quality standards
  • monitoring, reviewing, evaluating service provision to implement improvements
  • acting on CQC/ external agency feedback to address weaknesses
  • provide staff training/ CPD to fill skill gaps
  • service user feedback to reduce gaps in provision
• How do professional bodies ensure they are accountable?

  • Ensure they are familiar with current codes of practice

  • Follow the organisation’s code of conduct

  • Ensure they are aware of the procedures for raising concerns and whistleblowing.

  • Failure to follow codes of practice which can lead to striking off the register.

  • Ensure that if safeguarding is not maintained social care professionals be held accountable, for example not ensuring confidentiality of information.
• Implementing the organisation’s code of practice

  The Health and Social Care Act (2008) required registered providers of care services to ensure that they have sufficient numbers of appropriately qualified staff to meet the needs of their service users at all time. They must also provide or support training and professional development to ensure that their staff can carry out their caring role.
• In social care settings, new staffs are required to complete an induction programme and to meet the requirement of the Common Induction Standards (2010) within 12 weeks of starting their new job. This requires the manager to ensure that all new employees understand how to implement the codes of practice in their workplace and how to meet the current National Occupational Standards for their role.
• What are the National Occupational Standards?

  statements of the standards of performance individuals must achieve when carrying out functions in the workplace, together with specifications of the underpinning knowledge and understanding
• What are the Common Induction Standards (2010)

  designed to prepare social care workers for the work they will be doing, it covers a range of areas like personal development, duty of care, health and safety, equality and safeguarding
• Undertaking continuing professional development

  In order for health and care practioners to maintain the high standards required in the sector, they need to continually update their skills. This will ensure that they are following the best practice and most up-to-date procedures, based on recent research. It is the responsibility of care managers to ensure that support staff who are not members of professional organisations also regularly update and extend their skills.
• Membership of trade unions/professional associations

  Many practitioners will be members of trade unions or professional associations which support them if they are accused of professional misconduct or are in conflict in other ways with their employer.
• UNISON

  health service group for health and care workers has been set up to best prepare the employment needs of our members working in the health sector, members include nurses, midwives, health visitors, healthcare assistants
• BMA

  • represent member's interests in developing and maintaining their terms and conditions of employment and dedicated to protecting individual members and the collective interests of doctors in workplace, they support local negotiations, personal advice and assistance where appropriate, representation to and behalf on members
• RCN

  • represent nurses, students, nurses, midwives and health care assistants
  • NHS staff council negotiates pay, terms and conditions for the NHS staff
• MENCAP 


  represent service users and support them if they are liaising with other organisations like local housing department, social services
• shelter


  provide advice , guidance and support for people with housing problems and will represent them when they liaise with the council officials, are applying for housing benefit or negotiating with landlords