Impact of Abuse on Service Providers in Domiciliary Care

This research aims to analyze the impact of abuse on the service ability of providers within domiciliary care settings. It focuses on the case of Waltham Forest Council and aims to identify the types of abuse, understand the impact on care delivery, and explore ways to deal with abuse cases. The research methodology includes a literature review and the adoption of a quantitative research approach.

Innovation and
Improvement through
Action Research
1

Contents
INTRODUCTION.......................................................................................................................................3
Overview of Research.............................................................................................................................3
Background of Research..........................................................................................................................3
Rationale of Research..............................................................................................................................3
Research Aim..........................................................................................................................................4
Research objectives.................................................................................................................................4
Research question....................................................................................................................................4
LITERATURE REVIEW............................................................................................................................4
RESEARCH METHODOLOGY................................................................................................................6
CONCLUSION.........................................................................................................................................15
REFRENCES............................................................................................................................................16
2

INTRODUCTION
Overview of Research
Domiciliary care is known as care provided to people who are still leaving in their own
house but they need or required additional support related with the household task, personal care
or any other aspects that allows them to develop as well as maintain their independence as well
as quality of life properly (Blackwell, 2020). There are several benefits of domiciliary care such
as it is affordable, flexible, stability, one on one service, independence services and many more.
In today’s time there are numbers of people or agencies who are providing domiciliary care to
the needy people so that they able to leave their quality life in their own house. The respective
research is based on the analysis of impact of abuse upon service ability of providers who are
working at domiciliary care setting i.e. Waltham Forest Council. By conducting this
investigation researcher able to develop strategies or plan which Waltham Forest Council can
adopt in order to overcome issues which are facing.
Background of Research
The main aim of conducting this research is to determine impact of abuse on the service
ability of providers who are working at the Waltham Forest Council which is a domiciliary care
setting. It is a domiciliary care which provides high quality care which meets individual
requirement. They generally understand its customer’s need as well as conduct continues
monitor the quality of their services so that connected people get satisfied with services. In
addition to this respective domiciliary care provide different types of services such as personal
care, domestic care, personal assistance or companionship and commuting (Brankamp, 2020).
But they are facing issue that their employees feel misbehavior of clients while they are
delivering services. This is so because there are some peoples who are have angry or annoying
behavior so when respective domiciliary care staff goes to their home for providing services they
faced their rude behavior which directly impact on their services. Researcher conducts this
research in order to determine impact of abuse nature of client on the abilities of providers in the
Waltham Forest Council which is a domiciliary care centre.
3

Rationale of Research
The primary reason of conducting research on respective topic is that it include personal
interest in the topic as well as researcher want to provide suggestion which help in improving
current level condition within Waltham Forest Council which is a domiciliary care setting so that
they can provide quality services to the patients or needy people (Del Vecchio, 2020). According
to the respective investigation topic when service provider of Waltham Forest Council visit to
client home people treat them badly as well as some of them show anger and conduct
misbehaving. This will directly impact on the service quality of providers because they not able
to deliver proper facilities as well as due to other’s or client’s behaviour their mood get spoil
which impact on their performance. The investigator conduct respective research project so that
they can determine impact of abuse which are faced by service provider while they are delivering
service to other within the domiciliary care.
Research Aim
“To analyze the impact of abuse upon service ability of providers within domiciliary care
settings”. A study on Waltham Forest Council.
Research objectives
 To examine the types of abuse against service providers of domiciliary care settings
 To understand the impact of the abuse on their ability to deliver care.
 To explore how service providers' deal with cases of abuse in domiciliary care settings.
Research question
 What are the types of abuse against service providers of domiciliary care settings?
 What is the impact of the abuse on their ability to deliver care?
 What are the ways through which service providers' deal with cases of abuse in
domiciliary care settings?
LITERATURE REVIEW
The literature review is a significant piece of study or research since it helps researcher in
determining a research gaps in the past examination. By conducting literature review a researcher
able to determine perspective as well as viewpoints of others researcher as in this investigator
4

need to conduct analysis of other research, articles, and books and so on. Through this they able
to understand research topic as well as issues in effective manner and it will also help them in
developing proper strategies according to the researcher viewpoint (Kashyap, 2020). In respect
of respective investigation, project manager is conduct literature review so that they can analyze
impact of abuse behavior of client on the service provider who is working in domiciliary care.
By conduct literature review researcher able to determine main aspect as well as it will also help
in determining ways through which it can be overcome properly.
 What are the types of abuse against service providers of domiciliary care settings?
As per the opinion of the article given at Aging. Com, 2020, it is said that there are
various sort of service provider of domiciliary care setting which affect the overall performance
and quality of services provided by them. It has also been identified that domiciliary care is the
sort of care gave to the old people by a certified home consideration specialist at the senior's own
home. Essentially, with domiciliary care service, or "dom care," a person get the opportunity to
live independently at home while somebody comes in to assist them with their everyday living
services as well as certain human services issues, for example, dietary needs, family tasks,
personal care, medicine the executives, support with counsel and data, friendship, tasks, for
example, specialist visits and other basic social insurance issues (What Is Domiciliary Care?,
2020). With help of an analysis, it has also been identified that the cases of abuse related to the
domiciliary care employees is higher than the evidence suggests, reason behind this is the simple
fact of opportunity. Most of the customers are in some manner are disabled. Increase in the abuse
against service provider affect the moral and their relation with others in a negative manner.
Moreover, while performing their duties service provider of domiciliary care center go through
several abuse situations that will increase physical abuse, sexual abuse and mental abuse. This is
generally taking place because people not considered service provider of domiciliary care centre
equal to them they treat them like a servant.
 What is the impact of the abuse on their ability to deliver care?
According to the article given on the Croner – i, employees of domiciliary care
performed several duties so that needy people get quality services at their home. On the other
hand these people go through several abuse situations while they are performing their duties at
the house of their client or patient (Safeguarding Service Users from Abuse or Harm: The Policy
Context: In-depth, 2020). These abuses can be on the based on the sexual, financial,
5

psychological, and physical like harassment and bullying and many more. It has been identified
that the impact of the abuses are quite negative which can affect the overall performance and
quality of the services. This will affect the whole outcome of the organization in an adverse
manner. To these ways of abasement on service provider at the domiciliary care their
performance or service ability get impact. This is so because it is nature of human that they want
appraisal for their work not abuse in respect but when service provide get abuse then their
performance get impact in several ways. That will include decrease in employees moral,
decrease in job satisfaction, increase in employees turnover ratio, even good clients not get
proper services and many more.
 What are the ways through which service providers' deal with cases of abuse in
domiciliary care settings?
According to the article given on the Croner there are several way which can be used by
service providers in order to deal with the situation of abuse within domiciliary care setting. That
will include domiciliary care setting must provide their staff proper training so that they can
handle situation related to physical or sexual harassment properly. It is said that there are various
ways with the help of which service provider which are included in the care setting with the help
of which individuals diseases and problems can be resolved in an effective manner. In addition to
this, domiciliary care setting also provide right to service provider that they can complain about
the clients when they faced any misbehavior or abuse situation while conducting their duties
(Safeguarding Service Users from Abuse or Harm: The Policy Context: In-depth, 2020). This
will help in providing opportunity and ensure that their staffs are safe while they are performing
their duties. Domiciliary care employees also need to have tracking device as well as it must
have software so that ensure staffs are safe and that device will show video to operator of
domiciliary care when they visit to the patient or client house. In addition to this, government
must also develop proper rules and regulations that are based on the rights and values of
domiciliary care as well as its staff. With the help of this, individuals feel safe and protected so
that there efficiency will be enhanced and improved.
RESEARCH METHODOLOGY
Research methodology is considered as procedure through which a researcher can
determine sources as well as gather data or information according to their research topic
6

(Kimmell, Mendenhall and Jacobs, 2020). Through adaptation of effective research topic project
manager able to conduct analysis portion effectively as well as it will also help them in attaining
desire outcome in effective as well as appropriate manner. It is considered as one of the effective
portion of the research as through it investigator able to gather reliable as well as authenticate
information according to topic of the research. In respect of respective research project manager
is adopting different tools of research methodology so that they can gather reliable information
related to the impact of abuse behavior of clients on the service providers of the domiciliary
centre i.e. Waltham Forest Council. Below explanation of all tools are given below:-
Research Philosophy – It is considered as a belief which is related to the ways according to
which data about the phenomenon are gathered, analyzed as well as used related to topic.
Through adopting proper research philosophy project manager able to enhance their ability
which help in resolving problems or issues of research as well as it will also help in develop
effective strategy based on outcome (Leslie and et. al., 2020). There are different types of
research philosophy such as positive research philosophy, interpretivist research philosophy,
pragmatist research philosophy and realistic research philosophy. In respect of respective
research which is based on impact of behavior or abuse of client on the staffs of domiciliary
centre the project manager will adopt positivism research philosophy. This is so because through
it researcher able to understand situation properly as well as it will also help in develop proper
strategies as well as plan for minimize or overcome issues properly.
Research approaches – The research approach is an arrangement and plan that comprises of the
means of expansive suppositions to point by point strategies for data collection, examination or
analysis, and interpretation or translation. It is, in this manner, in view of the idea of the
exploration issue being tended to. The essential point of a research approach is to clarify what
methods are being utilized or will be utilized so as to acquire the information or data that is relied
upon to be picked up toward the finish of the exploration (Mathis, 2020). A decent research
approach is significant for depicting a decent picture of a research paper. The research approach
is isolated into two sections of approaches which are inductive and deductive. In respective
research project manager is adopting deductive research approach as that will help them in
gathering more appropriate information based on the research topic i.e. to analyze the impact of
abuse upon service ability of providers within domiciliary care settings.
7

Evaluation of qualitative and quantitative method:
There are main two methods which can be adopted by a researcher so that they can gather
most appropriate as well as reliable data or information related to the topic, explanation of both
qualitative and quantitative methods are given below:-
 Qualitative research method – Qualitative Research is principally exploratory research. It
is utilized to increase a comprehension of basic reasons, assessments, and inspirations. It
gives bits of knowledge into the issue or assists with creating thoughts or theories for
potential quantitative research (McLeod, 2020). Qualitative Research is additionally used
to reveal inclines in thought and conclusions, and plunge further into the issue.
Qualitative information assortment strategies fluctuation utilizing unstructured or semi-
organized methods. Some regular strategies incorporate center gatherings (group
conversations), individual interview or meetings, and observation/perceptions. The
sample size is commonly little, and respondents are chosen to satisfy a given quantity.
 Quantitative research method – Quantitative Research is utilized to evaluate the issue by
method of creating numerical information or information that can be changed into usable
measurements. It is utilized to measure perspectives, feelings, practices, and other
characterized factors – and sum up results from a bigger example populace. Quantitative
Research utilizes quantifiable information to plan realities and reveal designs in look into.
Quantitative information assortment techniques are significantly more organized than
Qualitative information assortment strategies (Mudimbe, 2020). Quantitative information
assortment techniques incorporate different types of reviews – online studies, paper
overviews, versatile studies and stand studies, up close and personal meetings, phone
interviews, longitudinal examinations, site interceptors, online surveys, and precise
perceptions.
In respect of respective research, project manager will adopt quantitative research method
because through it they able to gather proper statistical data or information which is based on
impact of abuse nature of client on the employees of domiciliary care when they are providing
services to the patients or needy people.
Primary and secondary sources of data collection:
8

There are two main sources through which data are gathered by researcher so that they
can gain proper outcome of the research i.e. primary and secondary research. Below explanation
of both sources are given:-
 Primary source – Respective research is characterized as verifiable, firsthand records of
the investigation composed by an individual who was a piece of the research or study.
The strategies shift on how analysts run a test or study, yet it ordinarily follows the
logical technique (Ott and et. al., 2020). One way a person can consider primary research
is that it is normally unique research. Respective research ought to be led simply after
extensive optional research is finished. This is critical to note since primary research
utilizes a greater number of assets than secondary research.
 Secondary source – Secondary research is considered as an investigation as well as
translation of primary research. The strategy for composing secondary research is to
gather primary research that is applicable to a composing point and decipher what the
primary research found. For example, secondary research regularly appears as the
outcomes from at least two essential research articles as well as clarifies what the two
separate discoveries are letting us know. Or on the other hand, the writer may have a
particular subject to expound on and will discover numerous bits of primary research and
use them as data in their next article or course book section.
In respect of respective research which is based on the determining impact of abuse
behavior of clients on employees or service providers at the Waltham Forest Council which is a
domiciliary care, researcher will adopt both primary as well as secondary. In respect of primary
they will develop questionnaire whereas in respect of secondary project manager will evaluation
other’s authors view points. This will help project manager in getting appropriate or standard
outcome accordingly.
Sampling methods – Sampling is considered as the choice of a subset of a people from inside a
measurable population to assess attributes of the entire population. Statisticians attempt for the
sample to speak in order to represent about population being referred to (Sencerz, 2020). There
are various sorts of sampling such as simple random, systematic sampling, stratified sampling,
and cluster sampling. The reason for sampling is to give different kinds of statistical information
or data of a subjective or quantitative nature about the entire by looking at a couple of chosen
9

units. In respect of respective research project manager is adopting random sample sampling
because through it they able to provide equal chance to every audiences who can response to the
research questions (Slade, 2020). These questions are based on the topic of research i.e. impact
of abuse nature of clients on staffs of Waltham Forest Council. The sample size which is selected
for this research is 30 and these are the employees of Waltham Forest Council.
Time horizon:
According to this section researcher will conduct evaluation related to the time as well as
work schedule so that work will be conducted properly for the attainment of desire goal of
researcher. In respect of respective research project manager adopt two methods of determining
time horizon which are mentioned below:-
 Work breakdown structure – It is considered as a system in which whole project work is
divided into small section so that researcher and its team members conduct each and
every work in effective manner. Through this researcher able to attain their desire goal
because they able to develop according to each and every strategies. Moreover, it will
also help in accomplish of work properly so that project manager attain their desire
outcome successfully.
 Gantt chart – A Gantt chart is a kind of bar diagram that delineates an undertaking plan,
named after its designer, Henry Gantt, who planned such an outline around the years
1910–1915 (Sokol, 2020). Present day Gantt chart likewise shows the reliance
connections among exercises or activities as well as current timetable status. The primary
advantages of Gantt Charts are: anything but difficult to plan the errands, straightforward,
clear and visual portrayal of time spans. The Gantt chart developed by respective research
project manager is given below:-
10

Research Techniques – There are several techniques or procedure that will be utilized by
research for gathering of reliable as well as effective data (Staff, 2020). These methods are
survey, interview, observation, perception, focused group and many more. These are significant
yet for gathering information about the impact of abuse behavior of client to the service
providers of Waltham Forest Council which is a domiciliary care. In respect of respect respective
project, researcher is developing questionnaire as their research techniques, in questionnaire
there is set of questions which are based on the research aim as well as objective. This is so
because through it researcher able to gather proper information related to research topic.
Questionnaire
11

Name –
E mail –
Contact number –
Age –
Q1. Do you know about the domiciliary care?
a) Yes
b) No
Q2. Is domiciliary care only for the old age people?
a) Yes
b) No
Q3. What are the services provided by the domiciliary care?
a) Personal and continence care
b) Managing medication
c) Household tasks and meal preparation
d) Clinical care
e) All of the above
Q4. What are the benefits of domiciliary care attain by a person?
a) Independence service at home
b) Flexible in nature
c) One on one service provider
d) Expert or professional guidance
e) All of the above
Q5. What are the limitations of domiciliary care a person can experience?
a) Sharing of personal space
b) Finding the right care provider is difficult
c) Nursing at the home is expensive in nature
d) Limited space for self
e) All of these
Q6. What are the issues faced by domiciliary care employees while performing their
duties?
a) Physical and sexual harassment
12

b) Bully by clients
c) Being undervalued
d) Sometime Clint not pay full amount
e) All of the above
Q7. Are these issues impact on the performance of the employees of domiciliary care
setting?
a) Yes
b) No
c) May be
Q8. What are the ways through which abuse to the domiciliary care service provider can
be stopped or controlled?
a) Provide training to staff
b) Develop tracking system
c) Provide right that they can complain
d) Provide proper salary
d) All of the above
Q9. What are the steps government can take for avoiding abuse situation at the
domiciliary care setting?
a) Create rules and regulation
b) Take strict action against client who abuse staffs
c) Develop support to centre
d) All of the above
Q10. What are the types of abuse against service providers of domiciliary care settings?
a) Sexual abuse
b) Mental abuse
c) Physical abuse
d) All of the above
Q11. What is the impact of the abuse on their ability to deliver care?
a) Feel demotivated
b) Decrease in work quality
c) Reduce job satisfaction and respect
13

d) Decrease staffs retention
e) All of the above
Q12. What are the ways through which service providers' deal with cases of abuse in
domiciliary care settings?
a) Provide training to staffs
b) Conduct legal agreement
c) Government develop rules and regulations
d) All of the above
Q 13. Is providing training and development to services provider prevent them from
abuse situation in domiciliary care setting?
a) Yes
b) No
c) May be
Q 14. Any suggestion for the further improvement ...
…………………………………………..
……………………………………………………………………………………………………
…
………………………………………………………………………………… .
Frequency Table
Q1. Do you know about the domiciliary care? Frequency
a) Yes 20
b) No 10
Q2. Is domiciliary care only for the old age people? Frequency
a) Yes 18
b) No 12
Q3. What are the services provided by the domiciliary care? Frequency
a) Personal and continence care 5
b) Managing medication 3
c) Household tasks and meal preparation 8
d) Clinical care 5
14

e) All of the above 9
Q4. What are the benefits of domiciliary care attain by a
person?
Frequency
a) Independence service at home 4
b) Flexible in nature 3
c) One on one service provider 7
d) Expert or professional guidance 6
e) All of the above 8
Q5. What are the limitations of domiciliary care a person can
experience?
Frequency
a) Sharing of personal space 4
b) Finding the right care provider is difficult 5
c) Nursing at the home is expensive in nature 7
d) Limited space for self 4
e) All of these 10
Q6. What are the issues faced by domiciliary care employees
while performing their duties?
Frequency
a) Physical and sexual harassment 5
b) Bully by clients 5
c) Being undervalued 6
d) Sometime Clint not pay full amount 4
e) All of the above 10
Q7. Are these issues impact on the performance of the employees
of domiciliary care setting?
Frequency
a) Yes 15
b) No 10
c) May be 5
Q8. What are the ways through which abuse to the domiciliary
care service provider can be stopped or controlled?
Frequency
a) Provide training to staff 5
15

b) Develop tracking system 3
c) Provide right that they can complain 6
d) Provide proper salary 4
d) All of the above 12
Q9. What are the steps government can take for avoiding abuse
situation at the domiciliary care setting?
Frequency
a) Create rules and regulation 8
b) Take strict action against client who abuse staffs 6
c) Develop support to centre 5
d) All of the above 11
Q10. What are the types of abuse against service providers of
domiciliary care settings?
Frequency
a) Sexual abuse 8
b) Mental abuse 6
c) Physical abuse 4
d) All of the above 12
Q11. What is the impact of the abuse on their ability to deliver
care?
Frequency
a) Feel demotivated 5
b) Decrease in work quality 4
c) Reduce job satisfaction and respect 6
d) Decrease staffs retention 5
e) All of the above 10
Q12. What are the ways through which service providers' deal
with cases of abuse in domiciliary care settings?
Frequency
a) Provide training to staffs 4
b) Conduct legal agreement 6
c) Government develop rules and regulations 8
d) All of the above 12
Q 13. Is providing training and development to services provider
prevent them from abuse situation in domiciliary care setting?
Frequency
16

a) Yes 10
b) No 15
c) May be 5
CONCLUSION
By conducting analysis of above mentioned points it can be summarized that domiciliary
care conduct effective work as they help society older people to leave their life in effective as
well as appropriate manner. On the other hand the employees of domiciliary care go through
several issues because there are several people who misbehave or abuse them, it is generally
happen because of client’s nature or they think service providers are their servant and they treat
them accordingly. Researcher of the respective research conduct investigation on it and for that
they adopt various tools or techniques as that will help in gathering educate as well as reliable
information. For this they adopt primary and secondary source, research philosophy, research
approach, qualitative and quantitative research method. In addition to this, research also conducts
analysis through the questionnaire through which they get know about several different aspects
about the domiciliary care as well as their employees. Moreover, they also analyze that there is
not always mistakes of clients, in some situation staffs also conduct misbehave to the clients and
for that oppose they react abusely to the staffs. While conducting research there are several
aspects which impact on the standard outcome of the research such as respondents not
responding properly, they are ignoring questions, team members of project manager are not
experienced. Along with this, researcher has limited time as well as they also have limited
resources.
17

REFRENCES
Books and Journals
Blackwell, C. W., 2020. Demonstrating Nursing Excellence Through Equality: The Relationship
Between Magnet® Status and Organizational LGBTQ Client Services and
Support. Journal of Transcultural Nursing. 31(2). pp.209-215.
Brankamp, H., 2020. Refugees in uniform: community policing as a technology of government
in Kakuma refugee camp, Kenya. Journal of Eastern African Studies. 14(2). pp.270-
290.
Del Vecchio, T., 2020. Kimberly A. Rhoades, Danielle M. Mitnick, Richard E. Heyman, Amy
M. Smith Slep, and. The Handbook of Systemic Family Therapy, Systemic Family
Therapy with Children and Adolescents. 2. p.163.
Kashyap, R., 2020. Applications of Wireless Sensor Networks in Healthcare. In IoT and WSN
Applications for Modern Agricultural Advancements: Emerging Research and
Opportunities (pp. 8-40). IGI Global.
Kimmell, J., Mendenhall, E. and Jacobs, E. A., 2020. Deconstructing PTSD: Trauma and
emotion among Mexican immigrant women. Transcultural Psychiatry,
p.1363461520903120.
Leslie, D. and et. al., 2020. Ethics Review of Machine Learning in Children's Social
Care. Leslie, D., Holmes, L., Hitrova, C. & Ott, E.(2020). Ethics review of machine
learning in children's social care.[Report] London, UK: What Works for Children's
Social Care.
Mathis, J., 2020. Updating the Law to Keep Pace with Newsfeeds and Online Victimization: The
Need for Limited Access to Sex Offenders' Online Identifiers. Sw. L. Rev.. 49. p.169.
McLeod, C., 2020. Conscience in Reproductive Health Care: Prioritizing Patient Interests.
Oxford University Press, USA.
Mudimbe, V. Y., 2020. The invention of Africa: Gnosis, philosophy, and the order of knowledge.
Lulu Press, Inc.
Ott, E. and et. al., 2020. Ethics review of machine learning in children's social care.
Sencerz, S., 2020. Moral Standing of Animals and Some Problems in Veterinarian
Ethics. Journal of Agricultural and Environmental Ethics. 33(1). pp.37-48.
Slade, C., 2020. Quality Child Care in Missouri: The Intersections of Policy and Teachers'
Perceptions of Quality Child Care.
Sokol, R., 2020. Toward Sustainable Recreation on Colorado's Fourteeners. U. Colo. L. Rev., 91,
p.345.
Staff, M.A.P.C., 2020. Town of Randolph Health Department Staff.
Online
What Is Domiciliary Care?. 2020. [Online]. Available through:< https://www.aging.com/what-
is-domiciliary-care/ >.
Safeguarding Service Users from Abuse or Harm: The Policy Context: In-depth. 2020. [Online].
Available through:<https://app.croneri.co.uk/topics/safeguarding-service-users-abuse-
or-harm-policy-context/indepth?product=218>.
18