In Queensland once a week a care worker, goes around asking the service users if they want anything, or if they want anything to change, I think in this a very good idea, as this will let all the service users voice to be heard. Every month the service users and the care workers have a meeting, where they discuss things, also in this way care users’ right is being obtained, as this is letting the service users’ voice to be heard. These meetings are not ‘one- way events’, the decision that the care workers make are again discussed with service users. Even at very young age children are encouraged to contribute to the way a setting is run.
When a service user finds it hard to voice their opinions, they should not be left untreated. There may be many reasons why they are not letting the care workers know how they want to be treated. Here are some reasons:
- They may not know what options or care is available
- They may not know where to get information from
- They may be some physical difficulties that could be stopping them to get the information.
- The service user’s feelings could be stopping them from getting the information.
Service users often cannot speak the language of the care workers and other service users. This makes it hard for them to voice their opinions. Aisha originally comes from India so she doesn’t really know how to speak English. This is the language that is used by most people in the service setting. In this situation, Aisha might not voice her opinions or her thoughts because she does not know how to tell the service setting what she really wants. In this case, the service setting should provide her with an interpreter. This will show her that the people in the service setting are not leaving her out, but are including her in the option to express her voice. All residents have the right to voice their opinions and so do the people who are unable to speak.
Service users often cannot speak the language of the care workers and other service users. This makes it hard for them to voice their opinions. Aisha originally comes from India so she doesn’t really know how to speak English. This is the language that is used by most people in the service setting. In this situation, Aisha might not voice her opinions or her thoughts because she does not know how to tell the service setting what she really wants. In this case, the service setting should provide her with an interpreter. this will show her that the people in the service setting are not leaving her out, but are including her in the option to express her voice. All residents have the right to voice their opinions and so do the people who are unable to speak.
Drake from the Queensland enjoys, in a sunny to spend his day outside in garden, relaxing, however in the Queensland garden, there is not enough place for him to do relax. Drake has put his point forward, and has told the care workers to do something about this, after hearing his point the care workers have discus it and come with a conclusion which is that, their going to crop all the plants in the garden and make a sitting place for drake and other service users.
Up to date information and complex nature of decisions to be made
It is important that the information care workers receive is correct and accurate about the service user. After receiving the accurate information, is the law that the information must be up-to-date by the care worker. Also the service users are allowed to ask for information which is relevant to their needs. They have a right to be informed of any information which needs changing. If they are not informed then the information will be inappropriate. For example if a service user wants to receive treatment from NHS, the caseworkers would be Providing information that is out of date, which will make life difficult for the service user and the NHS people.
By giving the service users the right and accurate information, the care workers will be supporting their rights. The service users will have the most current information enabling them to do what they intend according to their rights and enabling to give out data which is accurate.
Care workers should make sure the information they give to the service users is accurate and should check it before they give it out. In this way there wouldn’t be any confusion. All information provided by the care workers should be:
- Reliable
- Relevant.
- Useful
- Before giving information, checking it.
- Legible information
When a care woke is giving information to service users there are certain guidelines that must be followed:
- Be aware of the needs of the needs the service user receiving the information
- Make sure the information is up to date
- Go to the most direct source to gather the information. For example about the Queensland goes to the NHS.
- Check the information you are providing is relevant
- Information should be provided in a format in which is easier to understand.
Also it is very important that large amount of information should be broken down into manageable sized portions so that a service user can understand and make decisions most appropriate to their circumstances. Not to do means service users could feel overwhelmed. This shows a lack of respect on the part of care workers. As a result, service users are not likely to feel valued and, even worst; they could make a wrong decision.
By giving the service users the right and current information, the care workers will be supporting them to exercise their rights. The service users will have the most current information enabling them to do what they intend according to their rights.
In Queensland information is never up to date, Kate how is 45 years old, visit the doctors every so often, the information is sent to the doctors from Queensland and it is often inappropriate, this not only confuses the doctor but also confuses the patient too, and sometimes it even confuses the care workers themselves. It is very important to keep data up-to-date so problems are not accruing.
Providing active support and Advocacy:
Advocacy is when care worker else helps a service user to have their say, helping them put right something that’s wrong, like making a complaint or putting their side of the story across in situations where you feel thy are unable to.
An advocate is someone who will:
- listen to you
- help you look at your options
- support you in making a decision
- help you have your say
An advocate will not:
- judge you
- tell you what to do
- talk to anyone else without your permission
Advocates have supported young people to get their voice heard:
- in school
- at home
- in care
- in hospital
- in housing
It is important that care workers do not make all the decisions the service users because of the following:
- Residents will not be practicing the things they can already do so they will forget how to do it later on.
- Sometimes residents are capable of doing some tasks without them even knowing. This is because the care worker does everything for them, and they think they don’t know how to do it.
- When the care workers do tasks for the residents, they lose confidence of doing it themselves later on when they have to.
- They feel that everything is being done for them and they just sit, eat, sleep and take part in a few activities. It makes them depressed.
Advocacy enables individuals to do more for themselves and lessens their
dependency on other people.
3. Advocacy should help people to make informed choices. An advocate must
ensure the service user is making real choices based on good quality
information.
4. Advocates should not have a conflict of interest. So that they can speak up for
someone effectively, there must be no other pressures on the advocate. This is
why the advocate needs to be independent of the service provider.
5. People must have choice about the type of advocacy they use. Service users
should be able to choose the type of advocacy that suits them best (see Chapter
4 on Advocacy Models). Some service users feel that they need one person who
is willing to act on their behalf whereas others will prefer the support of a group. Others will want to advocate for themselves, as far as is possible, with only the
minimum of support. The choice of advocacy model will vary according to the
person's needs.
Advocacy helps service users make decisions about their care
Many of those who most need support to get their point across are also those who have least confidence in their own opinions and aspirations and who may therefore be easily influenced. Independent advocacy is a good way to support people to develop their own opinions, aspirations and confidence.
. Independent advocacy
3.1 An independent advocate is someone who is not connected with the service user, their family and carers or the services that have a strong influence on the life of the service user.
Although health or social care workers, or family members can act on behalf of service users, sometimes support is needed from someone who doesn’t have to worry about any conflicts of interest and who, therefore, can objectively support the service user through the maze of information, questions and decisions.
3.2 Advocacy organisations exist to fulfil this role. Provided by voluntary organisations and commissioned by Primary Care Trusts these advocates are independent from statutory organisations and from all service provider agencies.
3.3 The independent advocate can support the service user in different ways and at different levels, for example:
- the service user may ask the advocate for information, such as their rights under the Mental Health Act, and having talked it through, decides to speak to their doctor or another health professional themselves.
- the patient decides to speak up for him/herself at a meeting (e.g. a CPA meeting) with the back up of an advocate being there.
- the patient asks the advocate to take a more active part at meetings.
- the patient asks the advocate to speak up for them at a meeting
The principles underpinning advocacy
5.1 The following principles are taken from the Advocacy Charter (2002). Each advocacy organisation will determine its own policies, based on these principles:
- Independence – there should be no conflicting interests which limit the action of the advocate
- Inclusion and respect – advocates value everyone equally and believe that the individuals they support should be socially included
- Empowerment - advocacy helps individuals develop their self confidence, aspirations, opinions and the skills to stand up for themselves in the future
- Loyalty – the advocate will be on the side of the individual they are supporting, they will not be impartial
- Awareness – advocacy involves issues and problems which are not always easy to resolve, and to which there may not be a “right” answer. Advocates will be aware of this and have strategies to deal with such situations.
- Confidentiality – information about an individual will be kept in confidence and only passed on to other people:
at the individual’s request
if there is serious danger of physical harm to the individual or others
if the advocate is required by law to pass it on
If a service user has difficulty with making decisions then they could benefit from having an advocate appointed. An advocate could be someone close to the service user, such as a friend, family member or perhaps a trained volunteer who, when using citizen advocacy, will speak on their behalf. It would be inappropriate for a carer or care manager to take on this role; having an advocate who is under no pressure to meet the needs of the organisation is essential as an advocate must represent the best interests of the service user. An advocate must be able to communicate effectively, be sensitive and supportive towards the service user, be honest, and have patience with them. The use of advocacy may be needed because the service user:
∙ wishes to make a complaint
∙ wants a change in treatment
∙ has requested to see their medical records or wants to change doctors
