b3 - ways organisations represent the interests of service users

Question 1

charities and patient groups

Answer 1

• many voluntary organisations and charities represent service users when they contact and liaise with other official organisations
• these organisations can provide support if a service user needs to make a complaint
• patient groups in hospitals represent the needs of patients and provide support in making complaints
• many charitable groups campaign on behalf of individual members
• for example, they may write to the papers or interact on social media to raise awareness about their service users’ needs

Question 2

advocacy

Answer 2

• if a patient has a serious communication problem, an advocate may speak on their behalf
• for example, clients may have a speech impediment, a learning difficulty, may speak a different language etc.
• advocates are usually volunteers who work with service users, getting to know them and building a trusting relationship so they can display their needs and wishes when needed
• this may be through attending care meetings or completing forms on the patient’s behalf

Question 3

complaints policies

Answer 3

• all care settings must have formal complaints procedures
• procedure and outcome of any complaints are checked during inspections

if a service user complains, they have the right to -
- have their complaint dealt with in a timely and efficient way
- have their complaint formally investigated
- be told the outcome of their complaint

Question 4

whistleblowing policies

Answer 4

• provide protection for staff who tell the press or another organisation that the quality of care at their setting is dangerously poor