section 3 - caring for service users

Question 1

what are the three types of referrals?

Answer 1

self referrals - when you access a service yourself
professional referrals - when a professional accesses a service for you
Third party referrals - when a non professional accesses a service for you

Question 2

barrier to care: assessment

Answer 2

There are often delays in the service user getting the assessments that they need (perhaps due to a lack of resources or staff). This means that the symptoms experienced by the service user may become worse and it can have a negative effect on the emotional well being of the service user and their family.

Question 3

barrier to care : eligibility criteria

Answer 3

the criteria individuals have to meet are very narrow. it requires at least two points to be met before they can access the care they need. this may lead to them missing out on care making their condition worse.

Question 4

Name five general barriers to care.

Answer 4

language, resources, geographical, financial, specific needs, communication, social, cultural, individual preferences.

Question 5

representing service users : Advocacy

Answer 5

An advocate would represent the interests of service users by getting to know them and helping them to express their needs, wants and wishes.

Question 6

representing service users: charities

Answer 6

Charities provide feedback to settings, services and to the government about the needs of service users. They collect lots of data (e.g., medical statistics, complaints), conduct academic research, and then provide feedback to services. They may advise services that they need to adapt the way they offer care or that more funding/resources/staff are needed in a particular area. They also work with government agencies to create fairer policies and improve funding (acting as a pressure group).

Question 7

representing service users: patient groups

Answer 7

A patient group is a group that represents the interests of patients of a particular service (e.g., a hospital or a dental practice.) Patient groups are usually external to the service- the biggest patient group in the UK is PALS. like charities they give feedback to services.

Question 8

representing service users: complaints policy

Answer 8

All care settings must have formal complaints procedures. The settings have a responsibility to ensure that their service users and, where appropriate, their families and other informal carers, understand how to access and use complaints procedures if they are unhappy with the quality of care provided. The procedures and the outcomes of any complaints will be checked whenever the setting is inspected

Question 9

representing service users: whistleblowing policy

Answer 9

whistleblowing means the reporting by employees of suspected misconduct, illegal acts or failure to act within the Council. The aim of this Policy is to encourage employees and others who have serious concerns about any aspect of the Council’s work to come forward and voice those concerns.