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In this section Im going to give a comprehensive account of ways that service users in Queensland can be supported to exercise their rights

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AO1 Task B: In this section I'm going to give a comprehensive account of ways that service users in Queensland can be supported to exercise their rights: * Peoples voices and the need to be heard * Up-to-date information and the complex nature of decisions to be made * Providing active support * Advocacy Peoples voices been heard: For peoples voices to be heard the service user in Queensland would need to feel listened to by the care worker. Service users would feel confident and safe if they have someone who they can talk to with their issues or problems. So If a care worker listen to service users then they would feel respected and valued, they would also have more confidence due to having someone to talk to. For example in Queensland residential home care workers should have a discussion board where service users can write any thoughts or ideas they may have in the box, later on the week they should all get tighter and read out the notes and discuss what can be done. By doing this service users would feel valued and it will boost their confidence up due to the fact they are being listened to. An example in Queensland where a service user's voice isn't being heard is when "Iris and Mrs Campbell are approached by a service user in a wheelchair. He says that he wants to make a complaint because no one answers his buzzer during the night. It is tells him that the staff were too busy and that he would get them in trouble over nothing". Here care workers should have answered his buzzer at night, however if they were unable to do that they should have explained to him in a nice a calming way so that he understand. He also has the right to complain if he isn't happy the ay things are, so this service user's voice should be heard. ...read more.


This is because the service user would feel as they aren't valued and care worker don't have respect towards them making them feel useless. Also another point is there is no point a service user receiving the information days after they asked for it due to the affect the information may not be useful and they may have brought it from somewhere else. Advocacy: Advocacy is speaking up for, or acting on behalf of, yourself or another person. Advocacy can help service users to: * make clear their own views and wishes; * express and present their views effectively and faithfully; * obtaining independent advice and accurate information; * Negotiate and resolve of conflict. However some people aren't clear about of their rights as citizens, or have difficulty in fully understanding these rights. Others may find it hard to speak up for themselves. Advocacy can enable people to take more responsibility and control for the decisions which affect their lives, this relates to Queensland. People who need advocates may have learning difficulties or they are too young to understand also if a legal matter needs to be dealt with. For example if in Queensland there is a Service user that has disability problems and us unable to talk, then this service user can have a advocacy so that they would feel as they are being heard, listened and respected towards. They would feel valued, however if care workers left these service users out and gave them no option in speaking out their opinions then they would feel as they are not valued, respected and may feel useless due to the fact they cant speak. An advocate may be a member of the service users family, friend or they may have a volunteer who works with the service user to make sure the service user gets all the needs they are needed. When a service user would need a advocate is when the service users wants to say key facts and needs something to be reassured with them. ...read more.


An advocate will always respect the service user's right to privacy and confidentiality so that they feel respect and valued. Active support: Active Support is a method of supporting someone to be engaged, take part and be included in everyday activities and relationships that make up day-to-day living in Queensland. Care workers learn how to work as a team in a person-centred way by giving just the right amount of support each individual needs. Being involved in all activities is the basis for personal growth and development, increasing social inclusion and for increasing choice, independence and control over service users. The quality of staff from Queensland support is one of the most important factors influencing the quality of life of people with learning disabilities, especially for people with higher support needs, people with autism and behaviour that challenges. Active Support is an effective way of increasing the participation of service users, including those with severe/profound learning disabilities, in everyday life. Care workers who use Active Support have remarked at its enormous benefits to both service users and care workers. Service users become more engaged with the support they receive and staff feel empowered and have said that they encounter less behavior that challenges. An example for Queensland of active support is Iris and Mrs. Campbell is approached by a service user in a wheelchair. He says that wants to make a complaint because no one answers his buzzer during the night. Iris tells him that staff was too busy and that he would get them into trouble over nothing. Instead the care workers should have took the service user and wrote their complaint or they should have apologised straight away and convinced them that something will be sorted out for them. Another example is a service users wants some information on a certain disease, care workers would need to make sure that they provide this information up to date. If they did not do this then service users would feel not respected and not valued feeling useless due to them not being able to do nothing. ...read more.

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