Learning aim B - B3 ways organisations represent the interests of service users Flashcards
how do charities support service users?
they represent SU’s when they need to contact and liase with other official agencies
give an example of a charity which represents service users
MENCAP - they represent their service users and support them when liasing with other organisations such as their local council housing department or social services
how do charities serve SU’s?
- changing public attitudes
- support groups
- raise money
- represent their needs
- challenging prejudice and preventing discrimination
- carrying out research
- offer advice
- provide financial support/ guidance
what do patient groups do?
- represent interests of people with particular needs
- provide feedback on nhs services
- provide volunteers
- take part in research
what are pressure groups?
these are charities who campaign on behalf of the individual members they represent. they may do this by writing to the papers, using social media etc
give an example of a charity which acts as a pressure group?
The NSPCC - they campaign to encourage the government to introduce policies and laws that support the protection of children
what is an advocate?
someone who may speak on behalf of someone with a communication problem. This is usually a volunteer, who works with the individual service user to get to know them and build a trusting relationship so they can accurately represent their wants, needs and wishes
how do advocates support service users and their families?
- they help them to find and understand optioms, to reach the best decision for them
- help communicate with healthcare professionals
- help challenge a decision that they are not happy with
why might a family want a statuatory offered advocate rather than a peer advocate?
This is offered by the government, so is more professional and the advocate has experience. They can also be more objective.
why do all care settings have to have a complaints procedure?
they have a responsibility to ensure that their users and their families understand how to access and use complaints procedures if they are unhappy with the quality of care provided.
when are the complaints procedures and outcomes checked?
whenever the setting is inspected
what does a service user have the right to if they complain?
- have their complaint dealt with efficiently and timely
- have their complaint formally investigated
- be told the outcome of their complaint
who would a service user complain to?
a care manager or a supervisor (someone with responsibilities)
why is having a complaints procedure positive for a company?
it helps a company to look good and helps them to improve their service
what is a whistleblowing policy?
they provide protection for staff who tell the press or another outside organisation that the quality of care in their workplace is dangerously poor.
