L4 Health and Social Care: Unit 9 Report on Empowering Service Users

This report comprehensively examines the empowerment of users within health and social care services, addressing key aspects such as the role of legislation (Equality Act 2010, Care Act 2014) and standards in promoting and maximizing user rights. It analyzes factors influencing user rights, including communication, organizational norms, and the impact of aggression. The report further explores the importance of effective communication between care providers and users. It identifies factors contributing to social exclusion, loss of independence, and non-participation among vulnerable individuals. Furthermore, it analyzes organizational processes designed to enhance user independence and participation, along with the challenges of balancing user rights and provider duties. The report also addresses risk management, including identifying risks to individuals and evaluating managerial approaches. Finally, it covers legislation, codes of practice, and policies related to medication handling and their effects within the health and social care framework. The report uses a case study of Jane Smith to illustrate real-world applications of the concepts.

ASSIGNMENT
UNIT 9: EMPOWERING USERS OF HEALTH AND SOCIAL
CARE SERVICES (L4)
STUDENT NAME:
STUDENT ID:
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Table of Contents
Introduction......................................................................................................................................3
Task 1 LO1: Comprehend how the structure and review of the services helps in promoting and
maximizing the rights of the health and service users.....................................................................3
1.1 Explanation on the role of legislations and standards on policies of organizations in health
sector for promotion and maximization of the rights of the users’..................................................3
1.2 Analysis of the factors promoting and maximizing the rights of health service users..............4
1.3 Role of communication between care service provider and receiver that contributes in the
promotion and maximization of the rights of care service users.....................................................6
Task 2: LO2: Recognition of the factors that promotes the involvement and freedom of the health
care users.........................................................................................................................................8
2.1 Explanation on the factors that affect vulnerable individuals and contribute towards social
exclusion, loss of independence and non-participation...................................................................8
2.2 Analysis of the processes and systems implemented in organizations to increase
independence and promote participation of the health service users..............................................9
2.3 Analysis of the conflict that arises while balancing the rights of service users in relation to
independence and execution of the duty of service providers.......................................................10
Task 3: LO3: Identification of the responsibility towards managing, organizing and monitoring
the risks involved in the health and social care framework...........................................................11
3.1 Identification of the risk of harm posed to individuals within the health services framework11
3.2 Analysis of the effectiveness and efficiency of various managerial approaches, policies and
procedures in managing the risks within the health and care units...............................................11
Task 4: LO4: Understanding how effective practices in the field of medicine is important for the
health service users’.......................................................................................................................14
4.1 Legislation, code of practice and policy related to the handling of medication......................14
4.2 Effect of policy and procedures in health and social care.......................................................14
Conclusion.....................................................................................................................................14
Reference list.................................................................................................................................16
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Introduction
Over the years, the facilities provided through health and social care units have developed on a
wide range covering various aspects. In consideration of the multiple aspects, one such important
factor is ‘empowerment of the users of health and social care facilities’. The empowerment
factor has been observed as an inseparable part or component influencing the health services
provided by the service providers in this sector. In addition, multiple legislations, laws and
guidelines have been framed in order to ensure that the rights of the health service users are not
affected in the process of receiving the health services and facilities from the providers.
Through this assignment, a comprehensive research work is proposed to be presented covering
various aspects that have influenced in empowering the users of the health facilities. In addition,
the rights of the users’, communication strategies implemented, factors vulnerable individuals in
the health and social care framework and the risk of damage among the users have been analyzed
in order to draw an appropriate conclusion. Various managerial policies and approaches used to
mitigate the risks faced by social and health care units are assessed to evaluate its effectiveness
for administering the overall health and social care framework.
Task 1 LO1: Comprehend how the structure and review of the services helps
in promoting and maximizing the rights of the health and service users
1.1 Explanation on the role of legislations and standards on policies of
organizations in health sector for promotion and maximization of the rights of
the users’
According to Aveyard (2014, p.210) it has been stated that the policies and strategies adopted by
the organizations functioning in the healthcare sector have often been influenced by the
legislations and the standards framed out by the government and other regulatory bodies in the
country. The ultimate impact of formulating regulations and legislations for the healthcare sector
has been felt on the encouragement and maximization of the rights of service receivers. Multiple
legislations, acts, laws and rules such as ‘Equality Act 2010, Care Act 2014, Disability
Discrimination Act 2015 and the Code of Practice for Social care workers’ have been framed out
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in order to determine the responsibility and task assigned to the care service providers with the
aim of nurturing the empowerment issues of the health service users (Bennett, 2010, p.225).
Through the ‘Equality Act, 2010’ protection against discrimination and harassment of the
disabled people is ensured. Further, this act provides protection to the dignity of the people
receiving care facilities and against unfair treatment meted out to the service receiver by the
health workers. With the establishment of the ‘Care Act, 2014’ an evaluation is carried out by the
local authorities in order to assess the care needs of the people and provide the individual with
state funding. Through the ‘Code of Conduct’ set out for the social care and support workers in
the United Kingdom the individuals are expected to follow and maintain it while performing
their job. The ‘Code of Conduct’ requires the support and care workers to provide
compassionate, safe and high quality care facilities to the users and the type of behaviour the
users’ can rightly expect from the service providers (Care Quality Commission, 2012, p.220).
Taking into consideration the laws, rules and guidelines set out in the acts and the code of
conduct the health organizations are required and expected to formulate their policies so it helps
in promoting, upholding and maximizing the rights of the health service users across the country.
In the current scenario, Jane Smith is recommended protection under the various legislations
discussed above. Further, it is suggested that the care worker at Tower Hamlet Care Home
should be acquainted with the ‘Code of conduct’ for their job in order to ensure that the services
provided by the care workers do not affect the rights of the service users.
1.2 Analysis of the factors promoting and maximizing the rights of health
service users
Through research studies it has been observed that numerous factors over the years have
contributed in affecting the rights of the service users which is enumerated henceforth.
 Communication issues: According to Reeves et al. (2011, p.227) one of the most
important and crucial factor that influences the rights of the health service users have
been perceived as ‘communication’. Inability to communicate the appropriate
requirements of the users to the service providers often results in a gap that affects the
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rights of the service receiver thereby creating an undesirable situation for both the parties
(Berkman et al. 2011, p.18). Further it has been observed that communication issues
often lead to misinterpretation of situation, demands of the users or the services provided
by the care workers.
 Laws and legislations: Another factor that contributes in creating an impact on the rights
of the users has been identified as the prevailing health care laws and legislations within
the country. Often, the health service providers formulate norms according to the decision
taken by the management which may not serve the interests or the needs of the service
users or which is in violation to the prevailing laws of the country (Brett et al. 2014,
p.15). In such as scenario, the users’ can adhere to the government or the local authorities
for acquiring its rights with respect to the health care services provided by the care
organization.
 Attitude and belief of the two parties: It has been observed that often health service
providers fail to assess and implement services in accordance to the cultural, social needs
and beliefs of the service users. In this scenario, it can be stated that failure on the part of
the service provider to assess the different social and cultural requirements of the users
hinders or affects the rights of the service users.
 Aggression: ‘Aggression’ has been identified as one of the crucial factors that affect the
rights of the service users in the health and social care sector. Since the service receiver is
expected to suffer from mental and physical limitation due to the existence of the health
issues therefore aggression among the individuals is a common phenomenon (Berkman et
al. 2010, p.110). Due to aggression faced from the service receiver the care workers often
avoid providing an appropriate service which in turn affects the rights of the users.
 Organizational norms and conditions: The health and social care organizations often have
broadly structured organizational norms and conditions set out for the specific services to
be provided by the entity to the users (Cowden and Singh, 2007, p.12). These norms or
regulations are followed by the care workers strictly which often affects the usual needs
and requirements of the service users thereby impacting on the rights of the individuals.
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With respect to the current scenario, it is observed that by following the predetermined policy
set out by Tower Hamlet Care Home which requires the residents of the home to go to bed by
6pm has affected the rights of Jane Smith and resulted in changing her sleeping pattern.
1.3 Role of communication between care service provider and receiver that
contributes in the promotion and maximization of the rights of care service
users
According to Fotaki (2011, p.933) the role of communication in the health and service sector is
of immense importance as it helps in providing appropriate service to the service users by the
service provider. In addition through the process of communication the users can express their
needs or requirements to the care workers. From the current scenario, it is inferred that a
communication gap existed between Jane Smith and the care staff at Tower Hamlet Care Home
who failed to assess the demand of the service user. Misinterpretation or failing to understand the
situation of the service user resulted in communication gap thereby hindering the process of
maximizing the rights of the care user.
Good communication between the service provider and service receiver in the health and social
care sector helps in enhancing the relationship between the two parties. Therefore it is very
important to assess the communication gaps between the care provider and the care user in order
to overcome the barriers for the purpose of promoting the rights of the health service users.
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FACTSHEET
1.3 Role of communication between care service provider and receiver that contributes in
the promotion and maximization of the rights of care service users
 Role of communication in the health and
service sector is of huge importance
 The process of communication is used by the
service users to express their needs or
requirements to the care workers
 Through communication the service
providers provide appropriate health and
social care services to the users
Communication – a tool used in empowering
individuals
 Contribute to social change and
transformation
 Improve the frequency and quality of care
services
 Appropriate assessment and evaluation of
care needs

Task 2: LO2: Recognition of the factors that promotes the involvement and
freedom of the health care users
2.1 Explanation on the factors that affect vulnerable individuals and
contribute towards social exclusion, loss of independence and non-
participation
Health and social care organizations are often faced with a crucial issue that requires
empowerment of the individuals accessing the health and care services. It has been observed that
individuals often lose self confidence after being affected by a serious illness that results in loss
of independence, non-participation in community events and moving towards social exclusion.
Multiple factors have been recognized that contributes towards gaining dependency on others in
individuals, avoiding participation or involvement and ruling out social interactions which is
discussed hereafter. In addition, the contributing factors have been identified in relation to the
given case scenario of Mrs. Smith.
 Lack of self confidence: In maximum cases, it has been observed that when an individual
is affected by any kind of illness and is subjected to medical help over a certain period
time, the individual develops a nature of dependency (Frieden, 2010, p.595). As the care
providers provide continuous aid to the individual therefore it reduces the confidence of
the individual towards performing their work on its own. Further, this factor develops
into a bigger problem resulting in loss of independence and non-participation.
 Dementia: Often with age, individuals develop traits of dementia that affects the memory
of the individual and causes the person to develop social exclusion as the ability to think,
remember and memorize is found to be minimized within the individual (Griffiths et al.
2012, p.2248). As a result the person starts depending on other people or the care service
providers which also contributes to lesser amount of social participation.
 Stress, anxiety and tension: The users of health and care services are expected to suffer
from a mental condition of stress, tension and anxiety that compels the individual from
avoiding social interactions and aligning more towards non involvement and non
participation.
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 Dependency nature: Due to the continuous help provided by the health care service
providers to the users it is perceived that the individuals develop a sense of dependency
on the care worker which ultimately contributes towards losing their nature of being
independent and keep away from social participation resulting into social exclusion.
 Other constraints: Several other limitations have been identified that affects the
independent nature of the care service users resulting into social exclusion and non
involvement (Griffiths et al. 2012, p.2248). As the care workers undertakes the action of
performing the day to day activities of the care users in the residential homes therefore
the individual is faced with the limitation of losing self-assurance and confidence.
2.2 Analysis of the processes and systems implemented in organizations to
increase independence and promote participation of the health service users
Through this section an analysis of the processes and the systems put into practice across health
care service organizations have been presented in order to reduce the dependency rate among the
users of health services and undertake promotion of the increased participation of the health
service receivers. Organizations have designed and implemented numerous interactive
programmes that encourages participation of the health service users and enhance or bring back
the confidence of the individuals. In addition, the care workers are provided with adequate
training in order to bring back the users in a normal course of lifestyle (Marmot et al. 2012,
p.1018). In addition, the organizations have correctly identified that through the empowerment of
the social, emotional and physical needs of the users’ it is possible to increase the participation
and involvement rate among the service users. Moreover, the health and social care entities have
set up monitoring system to record and assess the change in the behaviour of the individual
before and after the implementation of the remedial measures (Mockford et al. 2012, p.30)
In congruence to the above mentioned processes the health and social care providing
organizations have implemented systems that enable the users to have real time access to the
information required by the individuals and helps them in decision making process.
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2.3 Analysis of the conflict that arises while balancing the rights of service
users in relation to independence and execution of the duty of service
providers
According to Moule and Hek (2011, p.225) it is stated that several factors have contributed in
creating a dilemma while providing or giving care services and facilities to the vulnerable users
such as rights of the individuals against responsibility towards the individual, safety against
independence of the individual and choice against recommended medication for the individual.
For instance, if a service user suffering from dementia wants to visit some other place alone then
the care workers are expected to face a situation of conflict. Since, not allowing the service user
to go alone will result in affecting the rights of the individual while allowing the individual may
cause a threat to the safety of the person.
Further, a negative response from the care provider may result in behavioral changes within the
service user. In addition, the protective attitude of the care provider may be interpreted in a
wrong manner resulting it to be identified as a limitation or a restriction which creates a conflict
between the service provider and the service receiver (Munn-Giddings and Winter, 2013, p.287).
Therefore, it is perceived that huge amount of tension can pile up while providing services to the
care user in order to create a balance between the rights of the users and the duty of the service
provider.
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Task 3: LO3: Identification of the responsibility towards managing,
organizing and monitoring the risks involved in the health and social care
framework
3.1 Identification of the risk of harm posed to individuals within the health
services framework
From the case study it is inferred that through the process of ‘quality risk management’ certain
measures are implemented in order to manage and monitor the risk of harm posed to the users. In
addition from the assignment it is inferred that the service users in Tower Hamlet Care Home are
at a risk of being empowered on individual basis. It has been observed that the care workers have
failed to cater the rights of the residents in the home through various services. Either due
communication gap or excessive protection provided by the care service providers, the users are
threatened to suffer from risk of being harmed in multiple ways (Parekh et al. 2011, p.460). From
the first case study it is observed that Jane Smith faces the risk of losing her usual lifestyle and
sleeping pattern due to the prescribed norms of the Care Home. It is noticed that the care worker
even after being acquainted with the reason for not sleeping early by Jane Smith fails to provide
her with any type of alternative option shows that the needs and the requirement of the service
users at Tower Hamlet Care Home are not quite given much importance. Due to this situation it
is expected that the care user may be subjected certain mental stress and anxiety.
3.2 Analysis of the effectiveness and efficiency of various managerial
approaches, policies and procedures in managing the risks within the health
and care units
According to Reeves et al. (2011, p.312) it is acknowledged that all organizations are supposed
to follow certain organizational procedures and policies in congruence to the managerial
concepts and approaches adopted by the management of the entity. By following the
organizational policies and the predetermined processes and procedures the entity is expected to
run the business efficiently and effectively. Further, the implementation of the managerial
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approaches in the form of policies and processes of the organization helps in achieving the goals
and objectives of the entity, thereby reducing the risks embedded within the particular sector.
Formulation of policies and procedures also helps in complying the laws and legislations framed
out for the given sector. For instance, health care units are required to establish certain safety
norms formulated by the government and implement such norms within the framework of the
organization.
In addition, the through the adoption and implementation of the managerial approaches within
the framework of the organization ensures in building an effective leadership style and
management structure. It has been observed that with the incorporation of appropriate
managerial approaches and policies it is possible to detect or identify the expected operational
issues to be faced by the organization in future and take a corrective action (Reeves et al. 2011,
p.388). In addition it helps in establishment of suitable reporting, monitoring and controlling
systems in congruence to the standards or the benchmark set for the health and social care sector.
For the given scenario, certain recommendations are provided in order to mitigate the risks faced
by the units in the health and social care setting which is enumerated hereafter. It is
recommended to undertake continuous monitoring and supervision of the care workers in order
to evaluate the services provided by the individual to the service users. In addition, the
management of the organization is expected to perform a screening session of the care workers
with the aim of understanding the mental status of the individual and provide appropriate
explanation of the work to be performed. Besides, the management of the entity is advised to set
up a feedback mechanism to be received from the clients or the service users in order to disclose
the quality of service provided to the user by the care worker. Health and care service
organizations are recommended to implement periodical assessment sessions of the individuals
providing care facilities as well as of the evaluation of the equipments used in providing health
services to the users.
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