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.

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,

All of these can be done by:

  • Effective communication is central to encouraging service users to express their preferences and views, and also to help them achieve independence.
  • Effective verbal communication would involve using ‘open’ questions, such as ‘what do you think?’ Or ‘how do you feel about...?’ These sorts of questions allow for fuller answers. However sometimes ‘closed’ questions are needed to gain basic information such as an individuals’ age, name and marital status. Leading, (otherwise known as biased) questions should be avoided, as they encourage the listener to give the response they think is expected, such as ‘all of the staff has been very nice to you, haven’t they?’ Using multiple questions should also be avoided, as they can confuse the listener, it is better to ask one question at a time and wait for a response before asking another.
  • Effective non-verbal communication involves using eye contact (so long as it is not over done), facial expressions, such as smiling to convey kindness and leaning forward slightly to show interest in what the other is saying. It can also help to be positioned at the same level as the service user, and to mirror their facial expression (very subtly), which is often done unconsciously by people when they are trying to establish an equal relationship,

Effective communication is important for identifying the needs of service users, and assessing what treatments they could benefit from, giving information, and encouraging them to take control and make choices.

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.

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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 ...

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