BUS4003 - Analyzing and Meeting the Needs of Service Users

This case study explores the challenges and complexities of meeting the needs of service users, particularly within the context of palliative care. It focuses on the experiences of Mrs. A, a single mother facing multiple hardships including her own battle with ovarian cancer, the loss of her daughter to the same disease, and navigating the social care system. The analysis delves into the importance of palliative care social workers, reflective practice using Gibbs's model, and the essential skills required to effectively assess and address the care needs of service users. The study highlights the need for improved communication, empathy, and a holistic approach to ensure that patients and their families receive the support and services they require for enhanced well-being and quality of life. It emphasizes the importance of continuous evaluation and improvement within healthcare services to provide sustainable and patient-centered care.

Meeting the needs of service
users

TABLE OF CONTENT
INTRODUCTION...........................................................................................................................3
MAIN BODY..................................................................................................................................3
Care needs of Mrs. A establish and actual and potential problems arise with suggested goals of
care making uses..........................................................................................................................3
Importance of the role of palliative care social worker in the implementation of the care
pathway........................................................................................................................................4
Gibbs's reflective cycle mode......................................................................................................5
Requirement of skills of assessing care needs of service users...................................................6
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................10

INTRODUCTION
Services provider has multiple responsibilities, and they do have to perform their given
task with effective manner for patients recovery as well as service users. Palliative care is one of
the most effective approach where social health care worker mainly concern towards with
provide help to care services which families, people face the issues from illness (Abu-Odah,
Molassiotis and Liu, 2020). This study will useful for provide information about single women
which has 5 children and face various challenges from relatives, social care services and from
cancer disease. This study will provide information about how single women suffer problems
from and lost daughter from social health care service negligence and from ovarian cancer. It
will also represent that after lose of daughter she will become guardian of 13 year old her son
also Mrs. A face suffer from cancer and how she will survive and deal with ovarian cancer
illness.
MAIN BODY
Care needs of Mrs. A establish and actual and potential problems arise with suggested goals of
care making uses
Mrs A suffered from various problems from single parent, and she concerns towards with
that social care service distributors highly concern on patients' effectiveness. They do have to
analyse which essential activities useful for management of patients benefits. Individual only
engage and concern to take helps from the palliative care when they get suffer from illness or
other health issue. Because its useful for provide help to patients and when overall family suffer
from the various issues from their individual family members. Not only provide supper in
context of health as well as mental health stability (Justino, and et.al., 2020).
Mrs. A suffered from many issues in their life. First she is single parent and her 5
children so its not easer to manage and fulfil needs. So she suffered from lack of money or
financial aspects and faced issues from relative which also not provide help on her bad time.
Almost individual know that become single parents its not easier to manage children life and
completion of needs. Second challenge which faced by Mrs A is from ovarian cancer of her
daughter. She survived from lots of challenges, she decides to provide services and properly take
care of children who mainly face issues from different range of disease. Because, Mrs. A
considered this approach to provide care services from lose of daughter. Also, she's not happy
with palliative care services because their team worker and members for performing given task

with effective manner. Evaluation and consideration about this term she decides to provide
revives but after some month she also suffered from same problem which is ovarian cancer and it
badly affects on health and face many problems. So from the last stag she clearly decides that she
will no go to their home because her major concern towards with their children she decided that
she will not give tension to their children.
Importance of the role of palliative care social worker in the implementation of the care pathway
From the identification of all aspects about Mrs. A, I mainly evaluate that she face lots of
problems from single parent, financial issues and from relatives. Because individual only
survives with effective manner when they do have financial stability and belonging from family.
I have clear mindset that care services has power to manage and safe life but in case they not
provide services which essential for patients its not good approach (Sailian and et.al., 2021).
Therefore, I mainly concern towards to makes more sustainability in distribution of care
services. On the basis or my point of view I identified that when individual get suffer from issues
their family member has responsibility to figure out that patient care specialist, nurses, other
service distributors properly provide services to patients of not. I analyse that palliative care
social services mainly concern towards with the children, to age all type of people take services.
From the evaluation and identification of various aspect about single parent and when they faced
issues from illness, cancer disease or others health issue, its very bad time to manage multiple
aspects like children, one daughter not survives from cancer and one children also suffer from
similar disease and after some month Mrs. A get also face similar illness. I analyse that its not
essential that when palliative care services no save any individual life, so individual concern that
they do have to concern that its not compulsory to save from death. Palliative care services has
responsibility to consider and develop environment for maintain health stability and provide
them bets services.
From the evaluation of various aspects I have clarity that palliative care social worker
play major role in patients health improvement. They mainly concern towards to provide services
which useful for patient as well as it concern and engage towards with the children care which
useful for more effectiveness expansion in life with utilization of appropriate care services. I
have clear that when patient and their family members decides to take help they do have some
basic needs like peaceful environment, good and timely services, require resources availability
and staff members properly care to patients (Pai and et.al., 2020) .

Gibbs's reflective cycle mode
Utilization and application of this model makes clarity from the experience which
evaluate from the analysis of various things which happened into life. Also, when I decide to
make and create things very clear about palliative social care worker experience. From the
identification of Mrs A experience of palliative care service team members' activity identification
it has been identified that some time when care team member not performing their task with
effective manner. It affects on family members and patients mind-set also its not good aspects
because propel only consider taking helps from care services when they don't have other options.
Description: From the identification of Mrs A struggle and challenges, which means she suffers
from the cancer disease, lose of daughter and bad experience from the activities of palliative care
team members and many more. Multiple aspects identified that palliative team concern to give
better services to patients for fast recovery but in case of individual nurses or their staff members
which has responsibility to provide services to individual patient, and they do not performing
their given task with effective manner. Then it affects on quality of overall care services team
members. I evaluate that her daughter suffer issues and not get well from activities of social care
services because they not highly concern towards with the distribution of health care services
which require and important for her daughter. Also, when Mrs A faced issue from their son
health as well because who also get suffer from the ovarian cancer. So, its clear that Mrs A
faced from various problems from family to health issue it determines that she face many issues
in her life (.Spencer, Mrig and Talaie, 2020).
Feeling: I feel throughout the experience and activities identification that Mrs a face many
challenges and issues in life. Because she didn't have support from other family members or
relatives. Also, from the children health issues and her individual health issues she faced various
problems in life, so I feel that palliative care service distributors has to consider that they prepare
and build effective team which provide good services and support to patients as well as their
family. Like care services has power and possibilities that they consider exclude extra expenses
and care team members mainly consider to gives best and sustainable services where patients not
face issues from mental health problems they feel good into health care environment.
Evaluation: I analyse from the case study that Mrs. A when decided to take helps from for her
children she also has responsibility to analyse that palliative social care team properly gives
services to their daughter or not. Because its important term to continuously evaluate

performance of care distributors and service team members and communicate with patient if they
do have capacity to explain what they feel from care services.
Analysis: From the analysis of Mrs A that she also get suffer from the cancer illness, and she
takes decision on time that she will not get fine and survives so for the health condition
determination she clearly decides and provide information to care service distributors. Also, it
has been evaluated from the evaluation of Mrs A activity that she is very motivated and hard
worker women (Calvache, Gil and De Vries, 2020). From the multiple challenges she also
considers that she also provide services to patients who also get suffered from the health issues,
illness.
Conclusion: It has been clear that from the evaluation of various aspects that singles parent face
various issues in life when they do have to suffer from the health issues, lose of daughter, son
also suffer from cancer issue and many more. Consideration about this term makes sure that
palliative social heath care services consider that they develop environment and proper care
services for patients.
Action plan: Its essential to engage productive nurses and other employee which has great sense
to manage patients health. Also, its important term to manage performance of employee like they
do have potential to provide right and sustainable services to patients or not. Proper identification
and analyse of health care environment makes better efficiency and patients get recover very
soon as well.
Requirement of skills of assessing care needs of service users
In regard to Mrs. A, who is suffering from late stage ovarian cancer, it is found that she
had bad experience in the past with social services. As negative experience and perception of
service users with social care providers make it difficult for both in getting appropriate and
effective care treatment. So, in this context, I can say that social workers need to possess number
of skills by which they can engage service users and can have improved relations with them (van
Laar and et.al., 2019). As a social worker or care provider, I want to share my feelings in regard
to skills that we all need to have to assessing care needs of service users with the help of Kolb’s
reflective model such as:
Concrete experience: I want to share my previous experience that I had with some service
users and I believe that this previous experience as a care provider helped me out in dealing with
Mrs. A. There was a case in which service users were mentally disable and it became difficult for

me to deal with them but team working and peers support helped me out in providing better care
to service users. While providing care services, I found that I am good in communication and
team working skills. These both skills are vital for service providers and care social worker. As
in the case of Mrs. A. it can be said that she had not good relations and experience with social
care workers and it may be because of lack of communication skill. When social care workers
have good communication skills then they are more likely to engage service users in treatment
process and it improves their relations. Along with this, team working also plays a vital role as
there are number of cases where professionals and experts in their fields need to work in a team
that is known as multidisciplinary team working (McKinnon and et.al., 2017). This team
working makes us able in providing qualitative and effective care to service users and increases
their trust.
Reflective observation: In this stage, I want to share my new and current experience with
Mrs. A. When I was asked to deal and take care of Mrs. A with last stage ovarian cancer, I
became nervous because she had negative experience with social care provider. But at the time
of service providing to her daughter then she helped me out to the great extent. So, this
experience and collaboration made me feel valued and boosted my confidence. I found that
having positive thoughts and perceptions about service users is important for social care
providers as it helps us out in providing better care. This practical experience changes my
understanding and perception and I came to know that positive behaviour is important. I made
use of behavioural theory in order to explain her behaviour and knowing her current needs.
When I tried to engage myself with her then I came to know that she is tensed for her daughters
and grandson and she is very cooperative. My skill of integrity and understanding service users’
needs helped me out in assessing needs of Mrs A and providing better care to her. Behaviourism
theory believes that human beings are shaped by their external environment. Integrity, problem
solving and communication skills helped me out in having great experience with Mrs A while
providing palliative care.
Abstract conceptualisation: On the basis of above discussed reflection and experience, I
can say that previous and new experience that I had with Mrs A and her daughter helped me out
to the great extent as it increased my knowledge to the great extent. It made me able in
understanding having patience and ability to understand others. When I was asked to deal with
service user with mental disability then this experience made me able in understanding service

users’ needs (Pieters and et.al., 2019). This experience increased my communication, problem
solving, flexibility, active listening and high level of empathy. All these skills would help me out
in the future as I believe that I can provide qualitative care services to service users and can
improve their experience with social care providers.
In addition, I believe that as a carer, we all need to have empathy but sometimes care
providers find it difficult in maintaining their personal and professional life. They become
emotional and attached with their service users and they think about them that have negative
mental impacts on them. So, in this context, I can say that Social care provider need to maintain
their personal and professional life and need to think critically. Along with this, I also came to
know that social care worker need to maintain confidentiality. As Mrs. A wanted to be at home
as long as possible but when she came to know that she would like to die then she stated to social
care worker that she wanted to go to the hospice as it became difficult for her to die at home in
front of her children. So, it is important for us as a social care provider to maintain
confidentiality and not to share personal information with others. But at the same time, it creates
ethical dilemmas for social care provider as it becomes difficult for them to decide as whether to
discuss this thing with Mrs. A’s daughters or not. So, this was the problem that I faced as I was
unable to decide as whether I should tell this thing to daughters of Mrs A’s or not. With
consultants and help of seniors, I decided to tell this thing this thing to her daughter as per the
consultation with Mrs A. We made her understood about reasons of telling such information with
her daughter and as per her consent, we tell this information with her daughters (Selim and et.al.,
2020). this experience helped me out in solving ethical dilemmas and ways of taking decision in
such situations.
Active experimentation: As on the basis of above discussion and shared experience, I can
clearly say that I have learned number of new things and skills as well. All these skills would
help me out in the future in providing qualitative and appropriate care to service users. On the
basis of this experience, I can say that it increased my knowledge to the great extent as I learned
ways of taking decision and solving critical problems. These skills can be applied to new cases. I
believe that with communication skill, I can improve relations with service users and I can
improve image of social care providers as well as palliative care as many people do not believe
in such care and their negative as well as wrong perceptions make difficult for us in providing
qualitative services. So, by improving relations and changing their perception, we can improve

living standard and can get positive health outcomes. In addition, I believe that by having
empathy and flexibility skill, we can protect us from mental trauma as number of changes
happen within external environment and as a social care provider we all require to be flexible
and adapting those changes (van Deijck, 2017). Covid-19 is one of the best example and by
adapting changes, we can be refreshed, energetic and can protect us from mental health issues
and frustration. It is beneficial for social care provider and service users as well. In regard to
Mrs. A, I can say that I have changed their perception towards palliative care and social care
providers and it made me feel valued. I can make use of all these skills and experience in the
future and can improve myself. Overall, I can say that communication, empathy, flexibility,
decision making, problem solving and team working skills are vital and all these skills need to be
possessed by social care providers for getting positive health outcomes.
On the basis of above discussion and my personal feelings in regard to skills, I can say that
we all can improve image of palliative care by implementing and using all these skills while
providing treatment and care services to people with serious illness. These good practices can be
shared by professionals in multidisciplinary team working (Sheahan and Brennan, 2020).
CONCLUSION
It has been summarised from the above study that palliative care plays a vital role for
those who are suffering from serious illness. Women with ovarian cancer requires proper
treatment and care as it makes them feel valued. Emotional support is also important as
increases service users’ engagement in treatment and care service process. Increasing
engagement help out service providers in getting positive health outcomes. It has further
discussed effectiveness of communication, decision-making and problem solving skills in social
care in improving palliative care. Palliative care social workers play a vital role in
implementation of the care pathway of people with serious disease and it makes service users
feel valued.

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