Represent the Service User Flashcards
Why involve the service user in their health care?
Service users understand the day to day realities of their conditions and are best placed to decide how industry can help them manage pain, remain independent and enjoy a better quality of life.
What is a patient group?
A group of like minded people working to help individuals with specific disabilities, illness or diseases.
How do charities and patient groups help in person centred care?
The health care industry shares information with the charity or patient group who share it with the service users. The service users share their experiences with the patient groups who tell the healthcare industry.
Can you provide examples of patient groups or charities involved in helping service users?
The patients association, Carers UK, Disability Rights UK and Age UK.
What is an advocate? Why are they essential to the service user?
An Advocates is an independent spokesperson for a service user. They stand up for the user’s rights by listening, challenging decisions and supporting the user.
Can you provide examples of advocacy groups?
POhwer, The Advocacy People and Voiceability.
What is the complaints policy/procedure?
Make sure you know what you are dissatisfied with, what you want to achieve and who is responsible. Speak to the service provide in person, if not resolved send a letter to the service provider. A meeting should be held and a response should be send to you after the meeting. If not resolved contact the local NHS Trust of Clinical Commissioning Group.
Why is a complaints policy/procedure important to the service user?
The policy allows the service user to get the care they need and allow the service provider to learn from their mistakes and improve the experience for the service user.
What is a whistle blowing policy/procedure?
An impartial examination of a concern about a risk, malpractice or wrongdoing in the service. This can be reported by the service user, a professional or family/friend. It will be researched to find out who was at fault and what needs to be changed.
Why is the whistle blowing policy/procedure important to the service user?
The policy allows the service user to get the care they need and not be put in danger and allow the service provider to fix the dangers immediately and improve the experience for the service user.
