UNIT 2: Learning aim B, how do different organisations represent the interests of service users

Question 1

Organisations represent the interests of service users in the following ways

Answer 1

Advocacy
Charities and patient groups
Complaints policies
Whistle blowing policies

Question 2

advocacy

Answer 2

Enables a service user to: express their views and concerns so they are taken seriously; access information and services; defend and promote their right and responsibilities; explore choices and options.

Question 3

NSPCC

Answer 3

Works to prevent and end child abuse in the UK and offers advice on safeguarding and preventing neglect

Question 4

Mental Health Foundation

Answer 4

Works to improve the lives of those with mental illness. Carries out research, promotes development and seeks to achieve good mental health for all.

Question 5

Shelter

Answer 5

Works to reduce homelessness, provides advice about tenancy and renting properties, promotes the need for safe, secure and affordable homes.

Question 6

Stonewall

Answer 6

Works to promote awareness of lesbian, gay, bisexual and trans (LGBT) issues to reduce prejudice and discrimination. Provides advice about sexual orientation.

Question 7

What do charities do?

Answer 7

-Carrying out research
-Providing advice and service
-Raising money
-Working in partnership with other organisations, including health and social care providers
-Changing public attitude
-Challenging prejudice
-Preventing discrimination
-Representing their interests to government

Question 8

What do patient groups do?

Answer 8

NHS organisations have a legal duty to involve the public in decisions about running local health services. Some Clinical Commissioning Groups have patient groups .
These groups:
Represent the interests of people with particular health needs.
Provide feedback on NHS services.
Provide volunteers.
Take part in research carried out by the NHS.

Question 9

Complaints policy

Answer 9

All HSC settings have a responsibility to ensure that their service users , their families and informal carers understand how to access and use complaints procedures if they are unhappy with the quality of care provided.

Have their complaint dealt with efficiently and in a timely way
Have their complaint formally investigated
Be told the outcome of their complaint
Get legal aid if unhappy with the outcome.

Question 10

Having whistleblowing policies

Answer 10

Whistleblowing policies provide protection for staff who tell the press or another organisation outside the setting in which they work, that the quality of care at their workplace, is dangerously poor.