Promoting The Rights And Responsibilities Of Service Users In Care Settings

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AO1: Promoting The Rights And Responsibilities Of Service Users In Care Settings

Task 1B. 

Give a comprehensive account of ways that service users in Queensland can be supported to exercise their rights. Remember to include:

  • Peoples voices and the need to be heard.
  • Up to date information and complex nature of decisions to be made.
  • Providing active support.
  • Advocacy.

Service users have rights so they should be allowed to know or use these rights in their daily life. There are too many rights and principles that it is hard for the service users to remember. Also most of the service users in the Queensland’s Residential home have severe learning difficulties. It is important that someone helps them to use their rights since they are there. The methods of gaining information about rights are:

  • Local authority
  • Community centres orLocal community
  • Primary care groups
  • NHS direct
  • Health authority
  • Internet
  • Citizens advice bureaux
  • Health related groups
  • Care workers

The way a care worker can help promote service users rights is:

  • Give the service users confidence
  • Preserve confidentiality
  • Helping them find information on particular topics which is up to date
  • Give them correct and accurate information
  • Listen attentively to the service users and take consideration
  • supply the service users with a service which will help them gain advice from

This could be done by the care workers using effective communication to listen and help the service users.

There are some principles for the care worker to follow:

  1. To take on board  the needs and the condition of the service user gaining the information
  2. Give up to date information
  3. Get primary evidence for the information requested for the service user
  4. When there is a time where there is need for anexpert, the care worker should call a specialist
  5. There are different rules around the country so the information has to be accepted in the area
  6. The information should be legible for the service user e.g. braille or large print
  7. Data subject should be able to understand the data so it should be in the language of the service user.
  8. The information must be related and useful to the service user.

Peoples voices being heard:

Service users’ voice doesn’t mean talking loudly or shouting to be heard, and it is not about drowning out other people's voices, including care workers. Service users’ voice is about considering the perspectives and ideas of Service users’, respecting what everyone has to say, taking risks, listening, sharing, and working together.


Care workers should be supportive of users. There are a number of ways in which this can be achieved, including:

  • Listening to service users
  • Giving accurate information
  • Giving up to date information
  • Finding out facts
  • Giving encouragement
  • Maintaining confidentiality
  • Providing an advocacy service.

Care workers should encourage service users to speak and to express their opinions. This can be done through:

  • Careful listening
  • Encouraging the service user to put forward opinions and ideas
  • Making notes to make sure ideas are not forgotten and to show the service user their thoughts are valued.
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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 ...

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