L0 4.3- Choosing appropriate action/ response to promote equality, diversity and rights in health, social care and child care environments. Flashcards
Sally is on a six-week placement at a residential nursing home. She is on duty at reception, on her own, when she receives a telephone call from someone who says he is the son of one of the residents. He asks Sally for some information about the resident.
How should Sally respond to this situation?
Choose the three most appropriate actions from the list below. Tick three only
- Ask him to e-mail proof of identification so she can check that he is who he says he is.
- Tell him that it is the nursing home’s policy not to give out any information over the phone regardless who he is.
- Tell him the information he has asked for – he is the resident’s son and has a right to know.
- Explain to him that she is on a placement and does not know where the information is kept. Take his number and promise to phone back when she has found it.
- Check the residents file so that she can give him accurate information.
- Ask him to call back in 30 minutes when a member of staff will be available to deal with his request.
- Ask him to stay on hold while she fetches a resident to speak to him.
- Tell him she is only on a placement and isn’t authorized to give out information about residents over the ‘phone.
- Tell him that it is the nursing home’s policy not to give out any information over the phone regardless who he is.
- Ask him to call back in 30 minutes when a member of staff will be available to deal with his request.
- Tell him she is only on a placement and isn’t authorized to give out information about residents over the ‘phone.
Great Park Retirement Home has twenty residents. The management’s aim is to: “improve the quality of life for our residents by creating comfortable, pleasant surroundings and planning activities and other services around every resident’s needs and wishes”.
2b) Two of the residents, Paul and Hardeep, like to spend their afternoons in the TV lounge. They constantly argue about which programme to watch. The arguments upset other residents. How could the staff resolve this conflict? Choose the three most appropriate actions from the list below. Tick three only.
Suggest to Paul and Hardeep that they could each buy a TV and have it in their rooms, so they can watch whatever programme they want, whenever they want.
Set up a rota, so that Paul and Hardeep take it in turns to watch their choice of programme.
Have a chat with Paul and Hardeep together, explaining to them other residents feel upset because of their arguing.
Consult with the management to see if a second TV room could be set up so Paul and Hardeep can watch the programmes they want.
Have a vote on what channel to put on at the start of each week. The majority of residents will then be able to watch their choice of channel.
Confidentially speak to Paul and Hardeep individually, to try and find out why they are always arguing.
Send Paul and Hardeep on an anger management course.
Staff to observe them in the TV lounge listening to the arguments, identify ways in which a compromise might be achieved, without either Paul or Hardeep losing face.
C) Justify your choice of answers for question 2b.
2b) Have a chat with Paul and Hardeep together, explaining to them how some of the other residents feel upset because of their arguing.
Confidentially speak to Paul and Hardeep individually, to try and find out why they are always arguing.
Staff to observe them in the TV lounge listening to the arguments, identify ways in which a compromise might be achieved, without either Paul or Hardeep losing face.
C)Examples of justification:
A chat with both of them together will give each the chance to calmly put forward their views and be listened to. Offers an opportunity for the member of staff to mediate the situation and possibly agree on a solution with them.
A chat with both of them together would help to clear the air, they might not realise that the other residents feel upset because of their arguing. Understanding this effect might help them to resolve the issue.
Speaking to them individually and in confidence might enable them to explain what the real problem is, may open up more readily about what is going on.
There may be a reason why they are arguing that is not related to the TV programme. Examples: Paul or Hardeep could be a victim of bullying or being picked on by the others or they could be the target of racist behavior. If so, it is important that staff obtain information about what is happening so that these issues could need to be addressed by the staff/senior staff.
All staff working in health, social care and child care environments have a duty to support and maintain standards. If a staff member has any concerns regarding unlawful conduct, neglect or abuse, they must raise their concern. This is also known as ‘whistleblowing’.
You have serious concerns about abuse in your workplace. Complete the table below by choosing the four most appropriate actions you must take. Tick four boxes.
A) Arrange a meeting with the most senior member of the care setting’s management.
B) Go to the press immediately, so the issue gets publicity.
C) Chat with a colleague informally about your concerns.
D) Talk to your supervisor and discuss the issue.
E) Arrange a training course for all staff on safeguarding.
F) Consult the care setting’s ‘whistleblowing policy’.
G) ‘Whistleblow’ by contacting the appropriate regulatory body e.g. CQC, Ofsted.
H) Investigate who is involved and why it is happening.
A, D, F, G.
