Report: Working with Service Users with Complex Needs in Healthcare

This report delves into the multifaceted realm of complex needs within healthcare, offering a comprehensive analysis of definitions related to health, disability, and illness. It examines the historical and contemporary perceptions of physical disability as a case study, highlighting the evolving understanding and support systems. The report explores strategies for promoting independence among service users, emphasizing the role of legislation and equal opportunities. It discusses mechanisms for involving service users in service development, emphasizing the importance of feedback. Furthermore, the report evaluates the roles of stakeholders in service design and review, including patients, government, and healthcare providers, and assesses methods for collecting stakeholder feedback. Finally, it addresses potential tensions that may arise when developing services with stakeholders, such as conflicts of interest and information gaps, providing a well-rounded perspective on the challenges and opportunities in this critical area of healthcare.

Working with Service
users with Complex
Needs

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
Describe the current and historical definition applied to health, disability and illness..........3
Choosing one condition from health, disability and illness and analysing difference in
perceptions historically and in the present day.......................................................................4
Discuss how independence can be promoted in service users...............................................4
Discuss the mechanism by which service users can be involved in developing services......5
Evaluate the role of stakeholders in service design and review.............................................6
Evaluate how feedback from all stakeholders can be collected.............................................7
Discuss potential tensions in developing service with stakeholders for health and social care
organisations...........................................................................................................................7
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................9

INTRODUCTION
The term complex needs refers to the people who have and lead high level of health
welfare and other community-based services. People with such needs individuals experiencing
there is combination of mental illness, intellectual disability, brain injury, physical disability,
behavioural difficulties, homelessness, social isolation, family dysfunction and may have
problematic drug and alcohol use (Van den Steene, van West and Glazemakers, 2018). The
people with such needs require good support physically, and emotionally by others who are
surrounded them and also require professional help and proper services. Thus, working with
people with complex needs the professionals that is the health care providers have to have certain
level of abilities and skill sets to address the needs of the patients and is there suffering by
providing an appropriate professional guidance and help. The present report revolves around the
Sun or min of work conducted by professionals who are dealing with patients requiring and
services. The report will be covering the discussion on different perceptions of health, disability
and illness. Moreover, practices are discussed to promote the participation and independence of
those using health and social care services. Lastly the report will be the design and review
service promoters in order to provide maximum benefits of health and social care services.
MAIN BODY
Describe the current and historical definition applied to health, disability and illness.
According to World Health Organisation (WHO), health was defined as a state off
complete physical, mental and social well being of an individual with nor mere absence of
diseases or infirmity. This definition of health is not modified by the World health Organisation
(WHO) since 1948 and it was developed in the wake of World war II when the World Health
Organisation (WHO) was formed in order to Spark the Global health initiative for the people all
over the world.
Again according to World Health Organisation (WHO), disability is defined by using 3
dimensions first is impairment where a person's body structure or mental functioning is being
deteriorating and impaired. Second is activity limitation refers to difficulty in hearing, walking,
seeing and other problem solving (What is the WHO definition of health, 2021). The third
dimension of the definition is participation restriction where the individual difficulties in being

actively participative in normal day to day activities like working, engaging in social groups and
activities, recreational actions and obtaining health care and preventive services.
In simpler words disability is defined as any condition of the body of an individual where
their mind and body impairs which makes it very difficult for them to perform certain activities
and interact with the world with utmost participation.
In regards to illness the definition given by World Health Organisation (WHO), pilus is
defined as the ill health of an individual or the person where they identify themselves with
orphan based on self-reported mental or physical symptoms. In some cases in less only mean
minor or temporary problems but in few cases self-reported illness might include several health
problems which will lead the individual towards acute suffering. Thus, in simple words in less is
also defined as a condition of being and healthy mentally physically a specific condition that
prevents the person’s body and mind from working normally (Beadle‐Brown and et. al., 2021).
Choosing one condition from health, disability and illness and analysing difference in
perceptions historically and in the present day.
Disability can be physical or mental state which stops and individual to be themselves
and work asperity requirements and as per the judgement of being normal. Physical disability is
one condition which is chosen and the perception of people have been evolved over years when
it comes to physical disability of a person. Earlier, an individual facing physical disability or
disabilities where used to be treated vulnerability and which synthetic value. As per the old
perception physically disabled people automatically taken incapable of working and performing
their day-to-day or any other activity on their own.
Since the world is changing and evolution is taking place there are a lot of resources
being provided to several physically disabled people around the world and the willpower of
people have also introduced immense amount of changes in perceptions of people regarding
them. With appropriate resource, care and respective medication now a physically disabled
person can perform their work on their own without any help from others with utmost potential
and as per the definition of normal being considered (Connolly and et. al., 2018).
Discuss how independence can be promoted in service users.
Legislations are the laws and regulations which has been enacted by governments all over
the world for running their countries, societies and communities effectively and in the most
prominent way. Hence, when focus is imposed on rights and independence of individuals that is

human beings these legislations are the one used to promote and conduct separate activities
fairly. Therefore when it is considered to promote independence in service user’s legislations are
the important aspect which are considered. There legislation introduced by governments and
parties to make sure that service users have their independence and say. Stations are listed below
in the section and are defined.
 Equality Act, 2010 which bounds everyone to provide equal opportunities and treatment
to each other in every segment such as workplace etc. The active clearly states that every
individual will be treated equally and provided equal rights.
 Health and social care Act, 2006 states number of rules and regulations that are required
to be followed by the health and social care professionals while providing services to the
users of any kind as per their requirements and needs.
 Health health service Act, 2006 revolves around and States about the funds and
financials that will be provided to different sectors for promoting smooth functioning of
Health and social care sector (Horner, 2018).
 Disability discrimination Act, 1995 determine that no discrimination will be allowed
and done on the basis of disability of a person.
Discuss the mechanism by which service users can be involved in developing services.
Mechanism is defined as a process or a system which is used for establishing a procedure
in order to make something possible and take place in such a manner which was expected.
Hence, mechanism is basically a process that enables and drags different activities towards and
ultimate goal. In regards to discussing the mechanisms useful for engaging service users in
developing services for themselves and for others.
It is a very common phenomenon that the person suffering can be an asset for identifying
several information regarding their sufferings and also to develop solutions in order to provide
them relief from their pain and ease their sufferings. Hence in regards to discussing the services
of service users and specifically of those who are with complex needs it will be a beneficial
aspect for health and social care industry. The process by which engagement of service users can
be introduced in developing services is very simple that is by taking their feedbacks and opinions
on the solutions and services they received by the health and care professionals and what all
changes they suggest to be made.

Feedback is a tool which is used by several different industries for several aims and
agendas to accomplish. In health and social care these feedbacks can help the industry in engage
in the service users in service development practices. To begin with these feedbacks will enable
the health and social care professionals and service providers that is doctors, nursing staff and
other related worker a better opportunity to understand the exact need of a patient and how they
can effectively addressed them. This feedback process will help the organisations belonging to
health and social care sector to develop services according to the requirements of their patients
and the way in which they can receive the best possible solutions for their sufferings to
maximum level (Howe and et. al., 2018).
Evaluate the role of stakeholders in service design and review.
Stakeholders are the parties who are present within an organisation and in any
collaboration as well as administration internally and externally. Those are the key part of any
administration where they make sure of imposing strong influence over decision making and
fulfilling the overall agenda and the best results. The stakeholders other one expecting
appropriate returns to their investments made of any kind in the administration. Health and care
industry is a huge one with numerous stakeholders playing separate roles.
There stakeholders who have their power imposed over design and review of services
which are provided to those in needs and pays for them. The patients and customers of a health
and social care Organisation are the major stakeholders playing critical role in service designing
and reviewing where determination of a service and its process is developed according to what
people expect and how they expect those services to be received. In the same manner while
reviewing the services being received by the patients their opinion is considered the most
important as they are the ultimate uses who experience and needs benefit of those services
(Hutton and et. al, 2018).
Another stakeholder who imposes significant impact and plays a prominent role in
service design and review is the government. The fundamental part of any administration is the
government playing a significant role in in service designing and reviewing where those who are
responsible for serving patience and people in need have to looks over certain procedures while
rendering their services and these procedures are developed according to Government guidelines
and procedures they have introduced and promoted.

Evaluate how feedback from all stakeholders can be collected.
As considered above in the discussion that feedback is one of a potential tool which is
used for engaging and can also be used for more effective engagement of service users in
developing services. Another use of feedback as a technique and as a tool is collecting opinions
and reviews of stakeholders through it present in the health and social care industry. The most
significant stakeholders in the industry are customers, government, health and service providing
organisation and members involved, staff and members working and offering services to service
users and many other supporting stakeholders.
Feedback is a effective tool which is used in health and social care industry for collecting
reviews of different stakeholders about the services, efficiency and effectiveness for those who
will be receiving them. There are different types of feedbacks which can be used for collecting
opinions of separate stakeholders such as from patients oral feedbacks can be taken.
Communicating and expecting feedbacks from government formal communication tools and
feedback techniques can be used (Every, 2018).
Discuss potential tensions in developing service with stakeholders for health and social care
organisations.
The potential challenge or the tension which is highly common and very prominent to be
faced while developing service with stakeholders for health and social care organisations is
conflicts in interest and lack of information. As identified that stakeholders of a health and social
care Organisation are very din number holding their respective agendas and aims which they
need to fulfil. For instance customers are the stakeholders who are majorly affected and hold the
agenda to receive the best services from social care service providers in order to look over their
health and help them in their difficulties. On the other hand the management of the organisation
will be looking over making there administration a success which can raise conflicts among the
stakeholders and lead towards meaning of potential tension while developing services (Davies
and et. al., 2019).
CONCLUSION
From the above it can be concluded that service users in health and social care industry
are the vital part of it and they have to be part of what services day will be receiving and how
they will be benefited through it. Working in a service industry where complex needs of

individuals are necessary to be addressed by organisations and service providers it is a
complicated task which they perform but involvement of stakeholders and service users makes it
easier for them to deal with the complexities and offering appropriate satisfaction to service
users.

REFERENCES
Books and Journals
Beadle‐Brown, J. and et. al., 2021. Outcomes and costs of skilled support for people with severe
or profound intellectual disability and complex needs. Journal of Applied Research in
Intellectual Disabilities, 34(1), pp.42-54.
Connolly, J. and et. al., 2018. Social exclusion, compound trauma and recovery: applying
psychology, psychotherapy and PIE to homelessness and complex needs. Jessica
Kingsley Publishers.
Davies, E. L. and et. al., 2019. Needs of individuals recovering from a first-episode of mental
illness: a qualitative descriptive analysis of focus group discussions. Issues in mental
health nursing.
Every, F., 2018. Skilling and supporting homelessness sector workers to provide better outcomes
for indigenous service users in rural North Queensland. Parity, 31(5), p.25.
Horner, N., 2018. What is social work?: Contexts and perspectives. Learning Matters.
Howe, D. and et. al., 2018. Relationship-based social work: Getting to the heart of practice.
Jessica Kingsley Publishers.
Hutton, E., Apps, J., Cowie, C. and Wells, G., 2018. Consulting parents and carers of children
with complex needs who use rehabilitation therapy services about research-what issues
are important?.
Van den Steene, H., van West, D. and Glazemakers, I., 2018. A multi-perspective exploration of
the service needs of adolescent girls with multiple and complex needs. Children and
Youth Services Review, 90, pp.28-37.
Online:
What is the WHO definition of health, 2021. [Online] Available Through:
<https://www.who.int/about/who-we-are/frequently-asked-questions#:~:text=What
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%20infirmity.&text=The%20definition%20has%20not%20been%20amended%20since
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