Effective Quality and Control in Health Services: A Person-Centred Approach

This report explores various aspects related to the principles of Health and Social Care (HSC) services, including quality control, role responsibilities, and person-centered approaches. It discusses how HSC organizations can provide effective care and support to a maximum number of service users while ensuring efficient quality control measures are in place. The report also highlights the importance of adopting a person-centered approach, which considers individuals' choices, behaviors, and perspectives to increase their level of development.

Principles of Health and Social Care Practice
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Contents
Introduction...........................................................................................................................................3
Task 1: Understand how principles of support are implemented in HSC practice.................................4
Fact sheet-.........................................................................................................................................4
The procedure for protecting clients, patients, and colleagues from harm-........................................6
Benefit of following a person-centered approach with users of HSC service-...................................8
Ethical dilemmas and conflict that may arise when providing care, support and protection to users
of HSC services.................................................................................................................................9
Task 2: Understand the impact of policy, legislation, regulation, codes of practice and standards on
organisation policy and practice............................................................................................................9
The implementation of policies, legislation, regulations and codes of practice that are relevant to
own work in HSC..............................................................................................................................9
Local policies and procedures developed in accordance with national and policy requirements.....10
The impact of policy, legislation, regulation, and codes of practice on organisational policy and
practice............................................................................................................................................11
Task 3: Understand the theories that underpin HSC practice...............................................................11
Theories that underpin HSC practice...............................................................................................11
Impact of social processes on users of HSC services.......................................................................12
Evaluate the effectiveness of inter-professional working.................................................................13
Task 4: Be able to contribute to the development and implementation of HSC organisational policy.15
WITNESS STATEMENT...............................................................................................................15
Conclusion...........................................................................................................................................21
References...........................................................................................................................................22
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Introduction
In HSC organizations there are involved various organizations providing these services to the
users of HSC and making an impact on the overall effectiveness of lifestyle of people who
requires these services. HSC worker plays important role in the overall effectiveness of this
industry as in they are a provider of services to these people. There are defined liabilities and
rights of people worker of HSC impacting on the quality and level of services providing by
them to the users of HSC. This report will define various policies, procedures, regulation,
codes of practices and standard on organization policy. There are also defined various
policies and practices making an impact on the different aspects of life making impact on the
services provided by HSC organization.
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Task 1: Understand how principles of support are implemented in HSC practice
According to the scenario provided in the assignment, Angela who is of 45 years is suffering
from moderate learning disabilities. She is living with her parents Mary and Andrew who
take her to for a day center five days a week in the mornings. Her parents have appointed a
support worker Jo. Jo has analyzed the changing behavior of Angela in the recent weeks. Jo
has identified that Angela is not happy and she wants to live on her own. Jo discussed this
with the parents of Angela and her parents denied for this decision. After this meeting Angela
became angry and for calming her Jo promised her to discuss it again with her parents.
During the meeting, Jo came to know that Andrew’s health is depleting due to which both
Mary and Andrew are unable to take care of Angela. Angela is not able to take care of
Andrew and Angela both. Analysis of the different aspects related to the scenario needs to be
done.
Fact sheet-
Principles of Health and Social Care
In the health and social care, there is required to understand principles of HSC which
supports the working at the NHS which is involved in the different activities of health and
social care.
Dignity
The dignity of the individual is important to be maintained and must be considered in the
context of users of HSC by their activities in different aspects. Dignity is defined as the
self-respect and honor which is developed in individual with the time. Angela is a user of
HSC services so that the provider should consider her dignity while proving HSC services
to her. It is her wish to live on her own for getting self-dependent. In the case scenario
Angela has asked her parents for let she live on her own so as to manage herself by own.
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Choice
Choice can be understood as the wish of individual according to which it wants to live.
Users of HSC have the right to make effective choices and the provider of HSC is
responsible for considering these choices in their actions (Whitaker, 2014). Angela has
made a choice to live on her own but parents are not in the favour of her decision. It is
Angela’s right to decide the manner in which she wants to get treated. In the health and
social care organisation choice is an important aspect as the user of the service need to be
treated in a proper manner. For example: different users have different behaviour and
wishes. A user made a choice to get treated by a particular doctor or the service provider as
it have trust over that service provider.
Respecting diversity
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Diversity is a basic nature of individuality in which there are various aspects related to
having different qualities and features and must be effectively handled in the process of
effective service providing. There must be considered the diversity in individuality and
give respect in different aspects.
Privacy
While providing services to the users of HSC it is required to consider the Data Protection
Act 1998 to ensure the privacy of the information and data of users of HSC. According to
this act, there is provision to make the information protected and maintain confidentiality
(Ham, 2011).
Independence
Independence is the basic right of the individual which cannot be restricted by anyone.
Independence of users of HSC should be considered in different aspects including
decision-making related to various aspects of different aspects. With respect to the case
study, principles of support are applied as the carer needs to ensure that Angela is support
in a way which also guarantees her independence.
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The process for protection from harm
In HSC there are various aspects which define how much it is important to protect clients,
patients, and colleagues in the health and care organization (Ham, 2011). Confidentiality and
privacy and different policies and procedures are the main considerations which are to be
considered.
Confidentiality- According to the Data Protection Act 1998 it is required to maintain the
information and data of the users of HSC and there are following rules which are to be
followed for effective protection from any kind of harm.
Legislation requirement for maintaining confidentiality-
Data Protection Act 1998- It is a legislative requirement for the confidentiality of the
information and data which can make an impact on the health and social care which can make
an impact on the wellbeing of people using these services. The entire organization is
restricted to share any kind of information of these people to anyone.
Human Rights Act 1998- There must be considered the entire requirements of the legislative
requirements human rights act 1998 which can significantly impact the effectiveness of their
life and effectiveness of the services.
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Confidentiality
Information must
be shar effectively
Information must
be stored
appropriately
protecting
information in
effective manner
effective ways to
handle
information

1. Information should be confidential of the service users, patients and colleagues as in there
should not be any kind of misinterpretation of their information. There should be
maintained trust and respect as a priority and the professional confidentiality which is
important from the different point of view (Resnik, 2016). This protection of information
is also important for the purpose of retaining trust and support of individuals.
2. Information of the users of health and social service can be shared by the HSC workers in
case it is required for giving effective services. There are defined parties with whom this
information can be shared in case. It is required that the information is relevant and
shared in the required proportion and make an impact on the various aspects related to the
safety aspects of the users of HSC services.
3. Information is to be shared should be in the favor of the society and should help in
generating huge benefit to the society and make an impact on the welfare of the society
and its different aspects. Anonymised information is valid to the extent it is not making
any kind of harm to the society and having less risk.
4. The right of an individual to protect against the sharing of information related to them and
making an impact on their privacy policies and their level of handling risk in different
aspects (Resnik, 2016).
5. There must be formed various policies and procedures related to the privacy and
confidentiality aspects in every health and care organization by which there can be
handled various situations and conditions influencing the life of users of the HSC. There
must be effective policies and procedures related to the confidentiality and consent and
related to the professional regulation and other approaches related to the various aspects
must be considered in a different manner. As per the given case, policies for
confidentiality and privacy would require the carers to not disclose information about the
residents with others. Medical details about their heath should be kept confidential as was
the case with Angela who had learning difficulties.
Benefit of following a person-centered approach with users of HSC service-
The person-centered approach is defined as an effective approach towards the people using
the health and care service providers and making an impact on their overall effectiveness. In
these approach users of HSC services plan their future by their own (Becker, 2014). The
following are the benefits of the person-centred approach-
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The person- centered approach help to empower the service users in an effective manner and
helps in maintain continuity in the providing of care and adopting the effective principles of
caring which make an impact on the quality of the services providing by the company. It can
be analysed that this approach is beneficial as it focuses on the specific needs of a service
user which intern assists to make him or her empowered.
It can be analysed that person centred approach benefits the service users as it considers
various aspects related the different options and aspects from which they can select which can
effectively support their needs and requirements (Becker, 2014).
This approach focuses on the individual and its growth which make it more effective and
efficient and this considers different qualities, abilities, interests, and preferences for
individuals in different aspects which make impact on the services providing by the HSC
providers as in they can customise their services in according to the users of the HSC
services.
Ethical dilemmas and conflict that may arise when providing care, support, and
protection to users of HSC services
There can arise various ethical dilemmas and conflicts in the process of providing services of
HSC services as in there are emerges various aspects which can be related to the
confidentiality, privacy, and use of different policies and procedures and their use in different
aspects. In the process of the providing health and care services, providers should consider
the all the legal and ethical perspectives while providing services and make an impact on
their level of growth. For example, one of the dilemmas that was confronted during past work
experience was one involving a dementia patient. He was an 80 years old man who suffered
from dementia and lacked road awareness. He expressed the wish to go out alone every day
in the morning to buy a newspaper. However, since he lacks road awareness, the care staff
has the responsibility to not to let him go alone as it may be dangerous for his life. But, as an
individual, the patient has right to independence and should not be debarred from exercising
his rights. Hence, the care staff faced a dilemma whether to let him go out or to stop him.
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Task 2:
The implementation of policies, legislation, regulations
There are considered various aspects related to the implementation of legislation, regulations
and codes of practice which are making an impact on the HSC for providing effective
services to the users of the HSC (O'Dwyer, 2013). Following are different policies and
regulations and legislations which are to be considered while providing HSC.
Policies-There is framed various policies which are to be considered for effective providing
of the HSC services some of them are as follows.
There must be considered the policy in which it is defined that every child matters and equal
services are to be provided to them on the equal note. This policy is implemented by
providing equal rights to the users of the health and service care services. There must be
provided quality protection to the users of the HSC users making an impact on the various
aspects. Implementation of the policy would require provision of effective protection to the
children on a priority basis by appointed complaint cells where the children can complain
about any issue that they face. This will make an impact as in providing procurement,
working to safeguard children, promoting the welfare of children and making an impact on
the various aspects of their life (Pandora, et. Al 2014). There should be adopted a policy in
which people are valued instead of other things which can make an impact on the different
aspects of life and there should be an effective policy to fulfill different promises made in the
organization.
Legislation- While providing health and care services there should be considered different
legislative requirements which are the act making an impact on the overall effectiveness of
the organization and the services providing by the health and care service provider. The Care
Standards Act, 2000, The Children Act 2004 are an example of legislations which are to be
considered while providing service to the users who are making an impact on the different
aspects to provide care services in an effective manner (Tondora, et. Al 2014). The Care
Standards Act 2000 will be implemented by establishing standards regarding delivery of
services and instructing the staff to abide by these.
Regulations- There are various regulations which must be considered while providing
services to the users of HSC users some are as follows.
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Care Homes Regulations, 2001- Including different rules and policies related to the various
aspects of care regulations. The Care Homes (Wales) Regulations 2002- There are defied
various rules related to the whales which are making an impact on the quality of life
providing to the service users. In order to implement these regulations, the care home need to
make a rule that the information about the residents will be retained by it for at least three
years.
Care Quality Commission (CQC codes) - This is a department of health which is a non-public
body supervising HSC services in England.
Code of practices- There are formed a various code of practices involving a code of conduct
for the workers and providers of the HSC services and making an impact on their
performances. Code of practices for the ethical aspects involved in the performance of the
nurses and other providers also framed (Dean, et. Al 2012). For implementation of codes of
practice the care home needs to set criteria for service delivery for each level of the staff.
Hence, the nurses, care workers, doctors etc. all should abide by these criteria.
Health and Safety at Work Act 1974- In this act, there are defined various policies and
procedures which can ensure safety and health at the workplace. This can help in achieve
effective results in the organization.
Equality Act 2010- There must be adopted Equality Act in which there are provided and
ensured equality in the organization for every employee to ensure there are provided equal
opportunities to them in an effective manner and to provide protection from any kind of
discrimination. Equality Act can be implemented in a care home by providing equal
opportunity to the all the residents for being treated.
Local policies and procedures developed in accordance with national and policy
requirements
There are framed various policies and procedure by the organizations providing HSC and
making an impact on the different aspects of service providing which can make an impact on
the quality of services, effective monitoring and control of activities in the process of
providing effective services. While making these policies there should be followed the
following process.
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Initially analyze and identify the nature of the services providing by the company in HSC in
the diverse society including different concepts like prejudice, interpersonal, institutional and
structural, empowerment and anti-discriminatory practices. Inter-professional working is
identified and analyzed in different aspects related to the significance of partnership working
which can be aligned with the social care, education, housing, and health and income
maintenance (Dean, et. Al 2012). Identifying various legal and regulatory requirements and
make policies and procedures by considering them.
Safeguarding policy (Adults & Children)- There are required various local and national
policies which provide effective security and safety of the children and adults by saving from
any kind of discrimination at workplace. There are formed various agencies which are
working for the safeguarding purpose on the local and national level.
Local polices in a care home can be developed in accordance with the requirements of the
national policy. For example, in accordance with the Safeguarding policy, the care home can
appoint staff who could especially provide protection to the children. Further, for vulnerable
adults, a weekly interview can be fixed where they can communicate about their problems in
a confidential manner.
In accordance with the health and safety policy at national level, the care home can
implement a similar policy at local level within its premises. It can adopt god housekeeping
policies for avoiding falls and slips of patients as well as staff. Further, it can provide a clean
environment which prevents infection and thus protects the health of the staff, visitors and
patients.
The impact on organizational policy and practice
With the formation of the policies, etc. in an organization providing HSC services make an
impact on the overall working and execution of activities in the organization. These policies
make an impact on the quality of the services provided by the organization in different
aspects which influence the organization and ultimately make an impact in making their life
better and effective (Martínez, T., et. Al 2016).
Impact of policy
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The impact of policy is that the care home has to provide better and protective environment
to the children. For this, it has to appoint additional staff that can better care for the children.
Impact of legislation
The impact of legislation is that the care home has to adopt practices in accordance with it.
For example, in accordance with the Health and Safety Act, the care home has to adopt
practices such as provision of clean environment, prevention of medical errors etc. It also has
to assess the risks and minimize the hazards at the workplace.
Impact of Regulations
The impact of regulations such as the Care Home Regulations 2001, is that the care home has
to adopt the practice of properly safeguarding the records of the patients for adequate time
period as has been mentioned in the regulations.
Impact of codes of practice
The impact is that the practice of the staff at the care home has to be according to these codes.
Task 3:
Theories that underpin HSC practice
There are various aspects related to HSC which make an impact on the overall effectiveness
of the services providing by these organization. There are various theories which make an
impact on the practices and activities of HSC. Following are some theories of HSC
(Martínez, T., et. Al 2016).
Erikson's stages of psychosocial development
Erik Erikson has developed a comprehensive psychoanalytic theory which is defining various
stages in the psychological development of individual which includes different stages as
follows.
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 Purpose- Initiative vs. guilt
 Competence- Industry vs. inferiority
 Love- Intimacy vs. isolation
 Wisdom- Ego integrity vs. despair
 Will- Autonomy vs. shame and doubt
 Fidelity- Identity vs. role confusion
 Care- Generativist vs. stagnation
 Hope- trust vs. mistrust
There is another theory of Elisabeth Kubler-Ross which is based on the stress and their
management in different aspects of death, life, and transition and different workshops. This
theory helps in making the practices more effective and making an impact on the lifestyle and
way of living their life in different aspects and making an impact on their stress level.
Impact of social processes on users of HSC services
The social process makes an impact on the HSC services on the various aspects which can be
in positive or negative manner. There are emerging problems like marginalisation, isolation,
and exclusion which can be due to poverty, unemployment, ineffective health, disablement
and other reasons like lack of education and resources which make impact on the overall
demand and requirement of the HSC services and also defines the level of effectiveness of
the organisation (Price, et. Al 2014). The various work-based problems also make an impact
on the demand and effectiveness of the HSC services and make an impact on the various
aspects.
Poverty- In the case of increased poverty in the social process, there will be fewer
requirements of HSC services that can make an impact on the overall effectiveness of the
organization.
Drug addiction- The social process is leading to increased chances of drug addiction in the
society which can make an impact on the HSC services by increasing their demand.
Social exclusion- This is a social process that impacts the health and social care and the life
of an individual. For example, due to social exclusion, a group of vulnerable people may need
support services which will place demand on health and social care sector. Social exclusion
shapes the life on an individual in an adverse manner as it makes him more vulnerable to ill
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health abuse. This is because, the person is socially excluded is not in regular contact and
communication with others.
Homelessness- The problem of homelessness in the society is increasing demand for HSC
practices that can help these people and can decrease its effects. For example, if there are
more number of homeless people, they would require support and treatment services. Hence,
more residential and care homes need to be set up.
Evaluate the effectiveness of inter-professional working
There is defined various aspects related to the effectiveness of the HSC services which are
impacted on the effectiveness of the inter-professional working. There are included the
significance of the partnership working which makes an impact on the different aspects
related to the collaboration with education, housing, health and income and legal aspects
(Price, et. Al 2014). The effectiveness of the HSC services and their quality is increased due
to various aspects as in with the impact of this collaboration. The scope is also increased of
the services of the HSC in various aspects which also making an impact on the lifestyle of the
users of HSC services.
These all theories above make an impact on the overall effectiveness of the level of services
providing by the company and making an impact on the various aspects of life which can
enhance their standard of living and can enhance the scope of these services which ultimately
make an impact on their overall growth.
Strengths Weaknesses
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There are various aspects related to the
inter- professional working in which there
are included various examples in society of
this like doctor and nurse, social worker and
advocates, police, and local safeguards.
There are increased chances of providing
more effective and efficient services to the
society with the result of this combination
and can impact the quality of their life.
There can be the effective impact of better
living of the people in the society.
While working in a team by two
professional there can emerge situation of
conflicts in the society that can influence the
efficiency of the services providing by them
in an effective manner. There can be faced
difficulty in taking effective decisions
related to providing effective services to the
society and making their life better. There
can be the difference in the process of
decision making.
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Task 4: Be able to contribute to the development and implementation of HSC
organizational policy
Roles, Responsibilities, accountabilities and duties within your HSC setting. (Be Specific)
Significance of HSC practices-
Generation of skills- In my work place are required to generate various skills in an effective manner
that can help in effective services. Because I am working in a team, I must do my part properly, I
must participate physical, came with new ideas, in few words, I must be there completely for
residents and for my team.
Development of skills- There are required to develop various skills which can make an impact on
overall quality of services. As a team work, of course, each colleague must have their own
contribution. We all need to grow, to understand resident’s needs, to communicate efficiently
between us as a team and with residents. We must learn from each other, even we are doing mistakes,
next time we try to not repeat or if we do something good like new ideas, we must encourage
ourselves.
Implementation of skills- Developed skills are required to implement ineffective manner to achieve
more effective results and provide quality services. Everything we learned even from mistakes or
from trainings or from each other, we must put into practice. For example, one day when I done paper
work, from mistake I throw all the paper on the floor and then I had an idea to put all paper in a book
not in folders. I spoke with unit manager I showed some pattern and she agreed. With this fact, I
made a easy job with paper work and my colleagues was satisfied.
Roles and responsibilities-
I am responsible for providing effective and quality services to the services users.
Caretakers should not be partial and there must be equality in their actions which can help in
achieving effective results. There must be considered dignity, choice, respecting diversity,
independence, privacy, and confidentiality in their actions which can make an impact on the various
aspects related to the behavior of individuals (Huotari, et. Al 2016).
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I play an important role in working in partnership for effective handling of information and making
effective relationships. Personal development should be considered by analyzing own responsibilities
and roles and make decisions to improve them. Plan for personal development is made by analyzing
reflective practices and different opportunities for learning are also considered. There must be
developed effective communication within the users and providers of HSC within the workplace by
considering preferred language, needs, and choices. I am responsible for following the all the required
rules and procedure for maintaining confidentiality and privacy.
Other responsibilities of mine’s are to focus on care needs of service users, if they are appropriately
met. I am also responsible for ensuring that the residents are provided adequate support that they
become active and are able to lead an independent life. Further, it is my responsibility of enabling
empowerment of the residents so that they are able to help themselves in the activities of their daily
life. Assist residents with their mobility using the appropriate equipment. I also need to provide
respect and consider rights of privacy of the residents. This will helps in demonstration of high
professional standards of propriety, assist with serving meals and drink, actively encourages residents
to engage in physical exercises and activities to help increase strength and dexterity. I must work in
an independent manner and initiative should be taken so that a homely environment can be
maintained for each resident, demonstrate awareness of changes to resident’s physical and mental
appearance; changes in body temperature, blood sugar level, any decrease in mobility and acts
appropriately, team work and sharing information
Accountabilities and duties-
As a Care Assistant I am accountable to nurse in charge, unit manager, patient’s family and not last,
to each of my colleagues.
I am required to implement the duty of care in my actions in which I should understand the effective
way to provide safe practices. To identify different dilemmas and know how to address them in an
effective manner which is emerged between the rights of individual and duty of caretaker. To resolve
all the complaints and comments by recognizing them and knowing ways to handle the errors and
their consequences and prevent any kind of harm. It is my duty to identify any kind of harm and
misbehave with the users of care services by analyzing their behavior and attitude (Willis, 2015). I am
liable to reduce the chances of any kind of abuse and misbehave with the users of HSC. It is also my
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duty to consider all the national and local requirements for effective protection.
Roles and responsibilities outside the HSC setting
Outside the HSC setting, I have the responsibility of making the children and their family members
aware about their rights regarding safeguarding. I am responsible for protecting their rights and
promoting their interests. Moreover, it is my responsibility to report any cases of abuse or any such
incidents to the concerned authority.
Assessment criteria (for which the activity provides evidence)
LO4 AC [4.2] Explain own role and own responsibilities;
According to Gibbs Reflective Cycle, I met a situations in my work place that made me to reflect at
unexpected situation I can met and how can I resolve them. Few weeks ago, one unpleasant incident
had happened in my work place.
During the night an ambulance came to take to the hospital one resident because in that afternoon she
25

fell from bed and she broke her basin. The nurse in charge did not report the accident, but when night
staff reported the situation to nurse, resident was already in pain for some hours.
I was not involved in the incident but rumours told that Care Home GP was put into a bad situation in
front of other colleagues from hospital. When I heard about this case I was feeling bad for resident
but in the same time, I was scared because it could me my mistake.
The worse thing in this situation was about the resident. She followed a strict treatment in hospital
and when she came back she wasn’t able to move anymore. On the other hand the GP name was put
into trouble. Colleagues told to him we are not providing a good services, we are indifferent and so
on. I can’t tell a good thing was in this situation, maybe just it opens our eyes to be much careful
when we are taking care about each resident. We must know their personal needs. In this job is not
working the rule of generalize care. If I was me, involved directly, maybe I was looking behind me
when I exit from resident room, or I reported immediately the situation.
I’ve learned to be very careful with moving and handling, to report each incident even if is small one
and to take a look twice when I’m leaving the room.
I was very disappointed of how the care was provided. I felt fear and the desire to not repeat the same
mistake.
Role of health and care service provider-
I should work in team or partnership which makes an impact on their performance and level and
quality of services providing by them. I am the key person to analyze the requirements and needs of
the users of HSC.
Responsibilities-
I am responsible for analyzing and identifying any kind of harm and risk in the health of the users. I
am responsible for the effective consideration of the person-centered approach in my activities which
make an impact on the personal development by considering personal qualities and interests
(Benjamin, et. Al 2015).
Duties-
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It is my duty to prevent hazardous aspects which can make an impact on the effective life of the users
of HSC. It is my duty to encourage the personal development of individuals and users of the services.
How the activity covers the requirements of the assessment criteria
To develop own roles and responsibilities there must be increase in the different aspects related to the
person-centered approach by the caretakers of the users of the HSC services as in this approach
focuses on the development of the individuals and their personal choices, interests, behaviour and
attitude which make impact on the overall thinking of the individuals and they can decide their future
and various segments in which they want to develop their skills and various decisions (Benjamin, et.
Al 2015).
There can be developed various activities in an effective manner that can be done by effective
teamwork, good communication skills, following effective policies, giving feedbacks of activities,
effective time management of activities and taking effective participation.
4.3
On the basis of own workplace experience, various recommendations can be made regarding the
ways in which I can develop to meet good practice. Firstly, from the previous work experience, I have
learnt that effective communication is the key to efficient delivery of health and social care services.
Hence, I need to develop good communication skills. This should include both verbal as well as
written communication.
I also recommend to develop better time management skills within myself so as to be able to finish
the tasks on time and provide care and support to maximum number of service users.
Witness name: Job role:
Witness signature: Date:
Learner name:
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Learner signature: Date:
Assessor name:
Assessor signature: Date:
Conclusion
This report is a detailed study of various aspects related to the principles of HSC services
providing by the organizations and making an impact on the overall effectiveness of these
services by ensuring effective quality and control over services. There has been identified and
developed various ideas and analysed different aspects related to the roles and responsibilities
and duties and accountabilities of the service providers and benefits and various aspects of
the adoption of person-centred approach in the HSC services which helps in increasing the
level of development of individuals by considering their own choices, behaviour and
perspectives.
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