Royal Hospital London: Empowering Users in HSC Services Report

This report examines the critical aspects of empowering users in health and social care (HSC), focusing on the Royal Hospital London in the UK. It analyzes the impact of legislation like the Equality Act 2010 and Mental Health Act 2007, as well as National Occupational Standards, on patient rights. The report explores factors affecting user empowerment, including communication barriers and cultural differences among service users, and lack of knowledge and shared understanding among health practitioners. It also delves into organizational practices that promote user participation and independence, and identifies risks of harm in HSC settings. The report evaluates the effectiveness of policies, procedures, and managerial approaches within the hospital to ensure service users' rights are upheld and their needs are met. It emphasizes the importance of effective communication and the implementation of relevant policies and practices to enhance the quality of care services.

Empowering Users

TABLE OF CONTENTS
Introduction .....................................................................................................................................3
TASK 1............................................................................................................................................3
1.1 current Legislation and sector skills standards .....................................................................3
1.2 Factors affecting the achievement of promoting and maximizing the rights of users in HSC
services ........................................................................................................................................4
1.3 Communication between care workers and health professionals ........................................5
TASK 2............................................................................................................................................6
2.1 Factors contributing to the loss of independence, non participation and social exclusion in
vulnerable people.........................................................................................................................6
2.2 How organizational practices and systems managed to promote participation and
independence of service users.....................................................................................................6
TASK 3............................................................................................................................................7
3.1 Identifying the extent to which individuals are at risk of harm in HSC setting....................7
3.2 Analyzing the effectiveness of policies, procedures and managerial approach within HSC 8
TASK 4............................................................................................................................................9
4.1 Current legislation, policies and codes of practice for handling medicines in UK...............9
4.2 Evaluation of effectiveness of policies and principles within a health and social care areas.
...................................................................................................................................................10
TASK 5..........................................................................................................................................11
Conclusion ....................................................................................................................................12
REFERENCE.................................................................................................................................13
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INTRODUCTION
Empowerment can be defined as a practice of sharing power and knowledge with health
and social care professionals in order to facilitate them to make decisions to solve problems and
ameliorate care services and performance of health care organizations (Alegría, Polo and et.al.,
2008). In health and social care, it is very important to empower individuals in an effective
manner. The present report explores critical aspects associated with empowerment of care takers
in health and social care organizations. The care organization selected for the study is Royal
Hospital London based at East London in UK.
TASK 11.1 CURRENT LEGISLATION AND SECTOR SKILLS
STANDARDS
Legislation and sector skills standards play very important role in guiding health and
social care organizations to design effective care practices to promote health and well being of
care takers and service users (Cowden and Singh, 2007). There are several legislative measures
and acts formulated by UK government to support care organizations to promote and maximize
the rights of service users. The organizational practices of The Royal Hospital London are in line
with the following laws and acts to promote the rights of patients.
 Equality Act 2010: This act encourages the Royal Hospital London to discard
discriminatory practices while providing care services to patients that come from
different social and cultural background (Equality Act 2010, 2016). The hospital need to
abide by the norms of the act to treat each patient on the grounds of equality irrespective
of their caste, race, religion, ethnicity, gender, age and sexual orientation. Thus, the Royal
Hospital London has formulated relevant policies to promote equality in its care services
by aligning its procedures according to the Equality Act 2010.
 Mental Health Act 2007: Mental Health Act 2007 provides guidelines to care
organizations to safeguard the rights of those patients who are suffering from any kind of
mental disorder (Mental Health Act 2007, 2016). Since, the mentally disabled service
users lack the ability to make decisions of their own thus this act empower care workers
to make necessary decisions on their behalf to safeguard their rights. The Royal Hospital
London formulates effective organizational policies that enable the care workers to
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promote the rights of mentally disabled patients. The health care staff of the hospital
needs to follow the organizational policies in the most effective manner while treating
services users with mental disorders.
 National Occupational Standards (NOS): NOS are the statements approved by UK
government regulators that are specific to the performance of employees in every sector
in UK. NOS in health and social care act as effective tools which are used as benchmarks
for defining job roles of health and social care workers in various care organizations. The
Royal Hospital London need to formulate its organizational policies as per National
Occupational Standards to constantly improve the performance of its health staff which is
very important to achieve organizational goals. All the employees of the hospital is
required to abide by these NOS in order to provide high quality of care services to
individuals which is one of the vital rights of service users.
1.2 Factors affecting the achievement of promoting and maximizing the rights of users in HSC
services
There are several factors that may significantly affect the attainment of promoting and
maximizing the rights of service users in health and social care services. These factors can
broadly be classified into factors related to Service users and factors associated with health
practitioners.
Factors related to Service Users
In the given scenario, it can be analyzed that there are several determinants related to care
takers that significantly affect the promotion and maximization of their rights. These are
discussed briefly in the given points:
 Communication barriers: In health and social care sector, lack of effective
communication skills act as a potential barrier in promoting the rights of service users
(Tait and Lester, 2005). Many service users face language issues that refrains them to
clearly describe their health concerns to care professionals and hence it negatively affects
effective care planning.
 Cultural differences: In health and social care setting, individuals from different cultural
backgrounds come together for embracing the benefits of care services. It can be
analyzed that differences in values, beliefs and attitudes give rise to conflicts among care
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workers and service users (Glasby, 2012). Therefore, it is very important for health
practitioners to comprehend these factors in order to promote the rights of service users
effectively.
Factors related to Health Practitioners
These factors are associated with health practitioners that largely influence the quality of
care services in the given scenario. These are
 Lack of knowledge: It has been observed that lack of knowledge about organizational
practices regarding preservation of service user’s rights negatively affect the quality of
care services (Matthes, Neubert and Steinhoff, 2011).
 Lack of shared understanding: Another factor that negatively affects the promotion of
service users rights is the lack of understanding in partnership working.
1.3 Communication between care workers and health professionals
Communication is a very vital process to achieve promotion and maximization of service
users in health and social care. Therefore it is very important to have effective communication
processes at all the levels of The Royal Hospital London. These levels are personal, professional
and procedural. Communication at personal level : At respective personal levels both service users and
care workers of the Royal Hospital London need to have sound communication in order
to safeguard the rights of care takers (Uden-Kraan, Drossaert and et.al., 2009). It can be
analyzed that health professionals who actively listen to service users are found to service
in the most effective manner.
 Communication at professional level: It can be analyzed that health practitioners who
involve service users in decision making processes positively influence the promotion of
care takers rights. For example: care workers can make use of sign language or choose
different communication methods to interact with mental patients.
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TASK 2
2.1 Factors contributing to the loss of independence, non participation and social exclusion in
vulnerable people
There are several factors that contribute to the loss of independence, non participation
and isolation in vulnerable care takers. Mental capacity: Old and disabled people lack mental ability to make decisions of their
own to safeguard their rights in health and social care Wilson, Kendall and Brooks,
2007). Due to their mental illness they remain isolated from the society.
 Physical capacity: This factor significantly contribute to the loss of independence and
non participation among older patients. Due to progressive age symptoms such as loss of
vision, physical energy, hearing problems elderly patients find it very difficult to move
and perform their routine tasks independently.
2.2 How organizational practices and systems managed to promote participation and
independence of service users.
Organizational practices and systems of health and social care organizations play very
crucial role in promoting participation and independence of service users. In the given scenario,
the analysis of practices and systems of the Royal Hospital London can be done in the following
manner. Formation of effective organizational policies: The hospital can build sound
organizational systems that can be very beneficial in promoting independence among
vulnerable service users. For example: The Royal Hospital London can create a provision
of walkers, wheelchairs, etc. for old patients in order to provide them support while
moving (Masterson and Owen, 2006). This will help the old people to take part in various
events which was not possible previously due to loss of independence. In addition to this
provision another policy of the organization to promote participation of elderly patients
focuses on organization different activities such as Yoga and meditation. These activities
are beneficial to encourage old patients to take actively participate which will reduce the
chances of social exclusion. Implementation of effective policies: Formation of effective organizational practices and
systems followed by proper implementation increase effectiveness of organizational
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goals that outline the promotion of independence among service users. In the given
scenario, the organization can modify its organizational practices according to the
feedback of local authorities to rectify the loopholes in the existing systems. The Royal
Hospital London can promote the independence of vulnerable service users by complying
to current legislation and National Occupational Standards in order to improve the
operational performance (Munn-Giddings and Winter, 2013). The care organization can
make effective procedures to train health and social care workers in order to execute
policies that aim to promote the independence of care takers as well as to increase their
participation.
 Monitoring and regulatory framework: Other than formulation and implementation,
effective monitoring is also cardinal to measure the effectiveness of implemented policies
and systems in health and social care organizations. To do this, the Royal Hospital
London need to install monitory and reviewing framework to the monitor the
performance of health practitioners. This will help the organization to im,prove the
quality of care services to empower service users.
TASK 3
3.1 Identifying the extent to which individuals are at risk of harm in HSC setting
There are several types of risks of harm that can affect the individuals in health and social
care setting. These include physical, financial, self harm and emotional harm (Nolan, 2007). In
order to identify the extent to which service users are at risk of harm, following case can be
referred:
Mary was a 75 year old lady who is suffering from chronic osteoarthritis. Due to her
chronic condition she finds walking very difficult and painful. Due to the fear of fall she always
needs someone to support her while walking. From the case of Mary it can be elaborated that she
is constantly at a risk of physical harm due to her chronic osteoarthritis. Thus, the Royal Hospital
London need to provide proper aids that can help Mary in movement which can reduce the risk
of physical harm and injury. Other than physical harm, loss of independence also leads to
frustration and depression in Mary as she does not want to take help of family and care assistants
to perform her daily tasks. Therefore the hospital in the given scenario need to identify the
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factors that can increase the risks of emotional harm to patents and need to address them in the
timely manner.
3.2 Analyzing the effectiveness of policies, procedures and managerial approach within HSC
In order to analyze the effectiveness of the policies, procedures and managerial approach
within the health and social care setting in the given scenario following points can be discussed:
Effectiveness of Policies
The Royal Hospital London formulates policies that focuses on effective management
and monitoring risks of harm among service users. For example: The care organization practices
confidentiality policies to keep the client data safe and secure from unauthorized access
(Matthes, Neubert and Steinhoff, 2011). After the implementation of this policy it has been
observed that management of client data has become less tedious and data theft cases have
reduced significantly. This reduces the financial and emotional harm among service users to a
great extent.
Effectiveness of Procedures
The Royal Hospital London has build the provision of feedback and complaints that aims
to minimize the risks of harm among service users. It can be analyzed that feedback and
complaints provide important information regarding area of improvement related to risk
minimization among vulnerable care takers (Lowes and Hulatt, 2013). Feedback from care
takers and their family members are very useful in gauging into the loopholes in the care setting
and making rectifications to improve the effectiveness of the organizational procedures related to
risk management.
Effectiveness of Managerial Approach
The Royal Hospital London follows Macro management approach in order to manage
various risks in its health and social care setting (Bos, Marsh and et.al., 2008). This approach can
be defined as the process of directing entities of organization to achieve defined goals. In the
given scenario, the manager evaluates the performance of health practitioners and procedures to
check the effectiveness of implemented health and care policies.
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TASK 4
4.1 Current legislation, policies and codes of practice for handling medicines in UK.
Various legislation, logical documents and amendments are being followed by UK health
care organizations to ensure skills, safety and efficacy. Its covers the aspects of medicine
handling which includes storage, distribution and administration of medicines to patients. The
following policies and legislation are discussed below:
Medicines and medical preparations that are included under UK Medical act (1968): They
include drugs used under clinical trials, unauthorized drug and medicated dressings.
Drugs under Misuse of Drugs Act (1971): Drugs which are regarded as controlled drugs due its
harmful and dangerous effects comes under this category (Misuse of Drugs Act 1971, 2016).
These drugs are only used under medical supervision. For e.g. Sativex and Morphine.
 All the drugs and medicines which are administered to patients are distributed through
registered pharmacy or chemist stores in accordance with the local SOPs.
 Each and every medicines available in hospital is stored in pharmacies to ensure zero
environmental reactivity, safety, quality and security.
 Disposal of expired medicines should be done according to the rules and regulations of
health care management.
 All the medical or clinical events involving medicines should be properly documented
and investigated . Appropriate corrective measures should be taken to bring down the risk
of repetition.
 A proper filing and documentation of dispensed, administrated and disposed and
medications is prepared by pharmacy officials to maintain records.
 No healthcare professional or staff member is allowed to possess medicines belonging to
hospital authority for personal use.
 Medical supervisors are not allowed to reveal the medicine cost to any internal or
external agencies due to different health policies.
 A well equipped staff with all technical and reasoning skills is appointed to reduce
medical and prescription errors.
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4.2 Evaluation of effectiveness of policies and principles within a health and social care areas.
Policies and Principles Degree of effectiveness.
UK Medical Act (1968) This act is well implemented in the hospital
so that drugs included under this sections are
not utilized for curing medical issues of the
patients.
Misuse of Drugs Act (1971) (Misuse of Drugs
Act 1971, 2016).
The hospital staff administers medicines
mentioned in this act to patients only under
medical supervision. This reduces toxic and
side effects.
Dispensing and manufacturing of medicines All the drugs which are which are procured in
this hospital are not purchased from
authorized pharmacy stores.
Disposing and discarding of expired medicines All the drugs present in this hospital with no
therapeutic values is disposed off keeping in
mind the procedures for disposing them.
Filing and documentation. A proper file for every adverse medical event
is maintained either through electronic
generated system or through paper work. This
helps in reviewing data in future.
Possession of medicines A strict check is observed in the hospital so
that no staff generals can misuse drugs for
their personal use.
Highly professional staff Only individuals wit licensed pharmacist and
physicians are appointed in this hospital to
reduce the risk of medical and prescription
errors.
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TASK 5
While carrying out the research for the present report, I have developed a clear
understanding on empowerment of users in health and social care setting. I have learned that it is
very crucial for health and care organizations to comprehend various aspects of user
empowerment in order to develop effective policies and practices to safeguard the rights of
service users.
Task 1 of the report provides essential learning on how systems and policies help in the
promotion and maximization of the rights of service users in health and social care setting. To
carry out this task effectively I studied the case scenario properly. To answer the given questions
relevant online articles were searched to obtain information related to current legislative policies
and skill standards formulated by governmental regulatory bodies of UK. I have learned various
laws and acts that provide guidelines to health and care settings in UK. I have included Equality
Act 2010, Mental Health Act 2007 and National Occupational Standards to answer the given
question. In addition to this I have briefly discussed the relevant organizational policies in
response to the legislation and regulations. Besides this I have learned about various factors that
influence the achievement f promotion and maximization of rights of service users.
While carrying out task 2 I have developed clear understanding on how to promote the
participation and independence of care takers in health and social care sector in UK. In this task I
have studied various factors that influence the independence and participation among service
users. To answer the question I have analyzed mental and physical inabilities of service users
that negatively affect their independence and participation. In addition to this, I have analyzed
organizational practices and systems of chosen health care setting that aim to promote
independence and participation among care takers.
Task 3 of the report provide learning on responsibility of management and monitoring
risks in health and social care settings. In order to answer the given question I analyzed potential
risks that the chosen organization need to identify by considering a case. I have taken a
hypothetical case in order to elaborate the physical and emotional harm of a service user and how
organizational practices and procedures can be implemented effectively to reduce such risks to
harm among care users.
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Task 4 of the report provide clear understanding on how good practices in the
management of medication play important role for service users of health and social care
settings. For this task current legislation, codes of practices and policies have been studied
thoroughly.
CONCLUSION
In a nutshell, empowerment of users of health and social care services is very important
to safeguard their rights. Care organizations need to formulate effective policies and procedures
to promote and maximize the rights of care takers. By implementing effective organizational
policies the risk of different types of harm can be reduced significantly which is very crucial to
safeguard the rights of service users.
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