Ways organisations represent interests of service users Flashcards
In what ways do organisations represent interests of service users?
- charities/patient groups
- advocacy
- complaints policies
- whistleblowing policies.
When do charities represent service users?
when they need to contact and liaise with other official agencies.
Name some charities who represent service users when they need to contact other agencies
MENCAP
Shelter
What does MENCAP do?
MENCAP will represent their service users and support them if they are liaising with other organisations such as their local council housing department, social services or other health and care professionals.
What does shelter do?
Shelter provides advice, guidance and support
for people with housing problems and will represent them when they liaise with council officials, are applying for housing benefit or negotiating with landlords.
What do these organisations also do?
These organisations also provide support if service users need to make a complaint.
What do patient groups in hospitals do?
Patient groups in hospitals represent the needs of patients and also support individuals making complaints.
What do many charitable groups act as?
Pressure groups and campaign on behalf of the
individual members that they represent.
What are pressure groups?
people who come together to campaign to improve the
services offered to their members. They aim to
influence public opinion and government decisions.
Give some examples of what pressure groups do to represent interests of service users
they may write to the papers, use social media, organise demonstrations and contact Members of Parliament or local councils to raise awareness of their service users’ needs and to request improvements to the services offered. For example, the NSPCC campaigns to encourage the government to introduce policies and laws that support the protection of children.
Who might have an advocate?
a client with serious communication problems such as:
- learning difficulties
- speech impediments
- poor literacy skills
- a limited grasp of English
- lack of confidence when talking with professional health and care workers
Describe advocates
advocates are usually volunteers. They work with individual service users, getting to know them well and building a trusting relationship so that they can accurately represent the needs, wishes and preferences of their client to the professional workers and to official organisations when needed. This may be through
attending care meetings with the service user or completing forms, writing letters or emails on the client’s behalf.
Describe complaints policies
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 outcome of any complaints will be checked whenever the setting is inspected.
If a service user complains, what do they have a right to?
If a service user complains, they have a right to:
▸▸ have their complaint dealt with efficiently and in a timely way
▸▸ have their complaint formally investigated
▸▸ be told the outcome of their complaint.
Why are whistleblowing policies important?
They 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.
For example, if they report the situation to the media, the police or to a professional body in order to heighten awareness of the problem and to bring about change.
