Welcome to Compassionate Care Team Ltd

1. Welcome to Compassionate Care Team Ltd

2. Office Naomi Bennett Registered Manager Jasmine Goodwin Office Manager Sian Bell Payroll Administrator Helen Maclaren Book Keeping Nicola Keeling Care Coordinator/Reviewing Officer Ellie Soper Care Coordinator/Reviewing Officer Jodie Bosworth Senior Support Worker/Staff Observations Tina Rae Senior Support Worker/Staff Observations

3. training • COMPLETION OF THE CARE CERTIFICATE • SHADOW SHIFTS • OBSERVATIONS • COMPETENCE www.compassionatecareteam.co.uk

4. Understanding your role as a support worker. A support worker needs to : be able to do your job competently you must have skills and knowledge and work in ways that are set out nationally. • Understand their own role • Work in ways that have been agreed with their employer • Understand working relationships in health and social care • Work in partnership with others.

5. Your role includes: • Providing Personal care and support to vulnerable adults • Working as part of a team other colleagues and with management • Contributing to activities • Respecting confidentiality Your work must always be carried out in agreed ways and must keep to regulations.

6. YOUR ROLE AS A Support Worker • You are not expected to be a Doctor, Nurse, OT or a trained medical expert. • We support—we do not give advice or offer treatment. • Respect and protect individuals rights. • Enable the person to make an informed choice • We work and promote independence. • Confidentiality must never be breached. Unless the health and safety of a service user is at risk • Conduct is in a professional manner at all times. (GSCC: Codes Of Practice). • You are here to promote Dignity, Independence, Choice, Privacy and Fulfilment of Rights. (CQC: Core Values).

7. General Social care council • As a social care worker, you must protect the rights and promote the interest of service users and carers. • As a social care worker, you must strive to establish and maintain the trust and confidence of service users and carers • As a social care worker, you must promote the independence of service users while protecting them as far as possible from danger or harm. • As a social care worker, you must respect the rights of service users while seeking to ensure that their behaviour does not harm themselves or other people. • As a social care worker, you must uphold public trust and confidence in social care services. • As a social care worker, you must be accountable for the quality of your work and take responsibility for maintaining and improving your knowledge and skills.

8. Cqc: core values • Excellence: we do the right thing, in the right way and at the right time to enable us to have the greatest impact in our work. We want everyone to be clear about the standards of behaviour we expect of each other and to demonstrate the highest standards of personal and professional conduct and behaviour at all times. • Caring: we care about each and every person, and we are thoughtful about the impact we can make as individuals and as an organisation. Our work is underpinned by a desire to treat everyone with dignity and respect. We want to develop a supportive and inclusive working environment driven by common behaviours. • Integrity: we take responsibility for our conduct, behaviour and actions and demonstrate the highest ethical and moral standards in everything we do. • Teamwork: we work collaboratively with each other and partners to create solutions for the benefit of people who use services. We understand the impact our behaviour has on others and that behaviour which falls below our standards can have an adverse impact on colleagues and the people who use services.

9. The 6c’s of care and the care certificate These values were one of the great legacies created through ‘Compassion in Practice’, a three-year strategy that concluded in March 2016.   The 6Cs are: • Care • Compassion • Competence • Communication • Courage • Commitment

10. Your experiences, attitudes and beliefs affect how you think and behave. They can: • Lead you to make assumptions • Make judgements Self-awareness and learning to understand the attitudes and beliefs of others can help you to work in ways that value the individuals that you support. We do not live how other people may live therefore we are non judgmental.

11. Values, Aims & Objectives • Valuesare the beliefs or ideals that should be evident in all aspects of the service you provide • Aimsare the general goals that an organisation hopes to achieve through their activity. The purpose of your job will be to contribute to achieving these for the service users' we look after • Objectivesare specific things that must be in place in order to achieve the aims.

12. Responsibilities to the individuals you support • Safeguarding their safety and welfare. (Abuse) • Involving the individual and their support network in the planning, delivery and review of their care. (Consent) and (Mental Capacity) • Ensuring that their dignity is promoted and their rights upheld the service user makes the decisions and choices. (Human Rights) • Supporting the person to complain or raising concerns if care is inadequate or rights are not upheld. (Complaints Procedure)

13. What is your duty of care? • You have a duty of care to all those receiving care and support to your workplace. • A duty of care is the duty to promote wellbeing and make sure that people are kept safe from harm, abuse and injuring. • Workers must have the knowledge and skills to act on their duty of care. Workers must be able to: • Identify areas of concern • Report concern in agreed ways. • Your manager will be able to advise you of what to do if you are unsure

14. Duties Core Values • ‘Needs-led’ Service • Personal Conduct • Representing C.C.T. Ltd • Anti-Discriminatory • Cultural Awareness • Standards • Prevention of Abuse Basic Skills Personal Care Dressing/Undressing Showering/Bathing Full body/bed bath/wash Tidying property Medication Food Preparation

15. Knowledge check. Which of the following most accurately defines what is meant by ‘Duty of Care’? • Restricting the rights of the individual to make sure that they are safe. • The duty to put people into care when their family is not able to take care of them. • The duty to promote wellbeing and keep people safe from harm, abuse, and injury. • Stopping people making decisions that you disagree with or that may be risky

16. Knowledge check Answer • The duty to promote wellbeing and keep people safe from harm, abuse, and injury.

17. Privacy and dignity

18. principles • Understand the principles that underpin privacy and dignity in care. • Maintain the privacy and dignity of the individuals in their care. • Support the individual’s rights to make choices. • Support individuals in making choices about their care. • Understand how to support active participation. • Support the individual in active participation in their own care.

19. Privacy • Giving someone space where and when they need it. • Treating personal information confidentially

20. dignity

21. support. Examples of ways in which you can work that respect individuals’ dignity are: • Ask individuals before carrying out personal care for them in any way. • Knocking or speaking before entering the persons space or room they are in especially on first entry. • Making sure curtains , screens or doors are shut or properly closed before carrying out any such activity like washing and dressing. • Arrange clothing in a dignified way taking into account weather conditions. • Not making an individual wait to use the toilet or to be left too long for you return.

22. Makingchoices. Choice and control are key defining aspects of dignity. Involving individuals in decisions that affect them, helps to promote dignity. • Day-to-day decisions • Wider choices Individuals must be supported to make informed decisions by explaining. • All available options. • The risks associated with the options • Implications of making the choices

23. Risk enablement. • It is the individual’s right to make choices and take risks once they understand the information available and are aware of the risks. • Risk enablement involves supporting individuals to identify and assess risks and then supporting them to take the risks they choose.

24. Mental capacity. • Some individuals may not have the ability to: • Understand their choices • Make an informed decision • Understand what could happen • If decisions have to be made for an individual who lack capacity, the decisions have to be made must be in their best interests.

25. Mental Capacity Act 2005 states • Individuals need to be able to understand and retain the information they need to make a decision and be able to communicate their choice. • If they are not able to do this they may be assessed as lacking the capacity to make a decisions. • Some individuals may have the capacity to make day to day decisions but not have the capacity to make more complex decisions.

26. Working in partnership. In your role you will be working with people in a variety of roles. This is known as ‘partnership working’. Working relationships fall into four groups: • Individuals and their friends and family. • Your colleagues and managers. • People from other work places, including advocates. • Volunteers and community groups

27. Effective partnership working.The effectiveness of partnership working affects the quality of care delivery, Skills and values necessary for it to be effective • Communication. • Record keeping. • Trust. • Respect. • Good quality care. • Meeting all the individual’s needs

28. Failings in partnership working: • Conflicts and disagreements can affect the quality of care provided. Seek advice from managers and colleagues who have the experience to help and advise you. • Poor standard of care, often identified as a factor when things go wrong.

29. Dilemmas • There may be a conflict between protecting a person’s rights and independence and their safety and wellbeing. This can lead to dilemmas. It may be necessary to balance: • Their right to make choices. • The need to protect individuals from harm.

30. Knowledge check Which of the following is important for effective partnership working? • Whistleblowing • Keep relevant information to yourself • Open and honest communication • Not Making judgements based on your past experiences

31. Knowledge check Answer Answer all of them in their own way

32. active participation Individuals must be given as much control of their life as possible as this supports an individual to build their identity and self-esteem. • Individuals have the right to participate in the activities and relationships of everyday life as independently as possible. • Individual’s should be given equal opportunity of achieving their goals, valuing their diversity and finding solutions that work for them.

33. Self care The ability to control and care for oneself which contributes to privacy, dignity and independence. Individuals should be supported to develop self-care skills to enable them to live more independently. Self care skills include: • Encouraging and rehabilitating them in tasks. (Personal care, meals, mobility) • Participating in support groups and networks outside of the home

34. Conflict in the workplace Conflict or challenging behaviour often happens as a result of distress or because needs are not been met. Reasons could be: • Biological [people with dementia] • Social [people may not get out anymore] • Environmental [situations their surrounded by] • Psychological [memory loss mental capacity]

35. Managing conflict. Acting on early signs of frustration and aggression can stop conflict developing into violence and aggression. Always treat the individual with dignity and respect and ensure safety: • Take them to a quiet place • Ask questions and listen carefully • Take their feelings seriously • Try to agree a way forward. If the situation is DE ESCALATED conflict should not happen.

36. Supporting individuals to make a complaint Provide a private and quiet space for comments or complaints to be made. • Inform the individual of the confidentialitypolicy • Listen to the individual, making sure that you do no judge • Explain the complaints procedure and whom their comments or complaints should be forwarded to. • Inform your manager so that they are aware of the situation.

37. COMMENTS AND Complaints The duty of care includes a duty to support individuals to make comments or complaints about their care. Here are some legislation and guidance relating comments and complaints. • The local Authority Social Services and NHS Complaints (ENGLAND) Regulations 2009 • The NHS Constitution in 2011 • Your organisation’s agreed ways of working

38. Knowledge check What should you do if you are concerned that one of your colleagues is mistreating an individual they are providing care and support? • I should keep quiet and not complain • I should discuss my concerns with the individuals that I support. • I should report concerns to the Care Quality Commission (CQC) immediately • I should report my concerns to my manager

39. KNOWLEDGE CHECK Answer Answer 4 if not satisfied 3

40. Incidents, mistakes and near misses.

41. Mistakes must be dealt with appropriately so that similar things do not happen again AND PEOPLE ARE KEPT SAFE. • REPORT TO YOUR LINE MANAGER • COMPLETE AN INCIDENT FORM / STATEMENT • DOCUMENT IN RUNNING RECORDS

42. INCIDENT REPORT-THINGS TO REMEMBER • Used to report any Concern/Incident/Error/Near Miss to your Line Manager • Provides the facility to request any “Change to Care”. • Provides anonymity when reporting “Whistleblowing Concerns”. • Can be used by service users for complimenting or complaining. • Incident Reports must be handed to your Line Manager or a Director for action. • Incident Report / Changes can form legal evidence if required.

43. WHISTLE BLOWING. • Whistleblowing is reporting things that you feel are not right or are illegal. • You have a responsibility to report concerns about the safety and welfare of all people in the workplace. • You must follow the whistleblowing policy for your employer.

44. Examples for whistleblowing.Should I whistle blow if ? • The health and safety of staff is in danger. • Individuals are treated with dignity and respect. • The environment is being damaged by work activity. Wrongdoing is being covered up. • The individual’s care is inadequate but they cannot or will not complain. • Care plans are reassessed and updated regularly. • Your manager is involved in the abuse of individuals.

45. Should I whistle blow? • The health and safety of staff is in danger. YES • Individuals are treated with dignity and respect. NO • The environment is being damaged by work activity. YES • Wrongdoing is being covered up. YES • The individual’s care is inadequate but they cannot or will not complain. YES • Care plans are reassessed and updated regularly. No • Your manager is involved in the abuse of individuals. YES

46. Mistakes can be: ADVERSE EVENTS. Action or lack of action that leads to unexpected, unintended and preventable harm. ERRORS. Not doing something as it should have been done, for example through bad planning or being forgetful. NEAR MISSES Situations where an action could have harmed the individual but, either by chance or purpose, was prevented

47. Legislation When incidents happen. Legislation sets out how to handle incidents. • The Health and Safety Act at work ACT 1974 • The Management of Health and Safety Regulations 1999 • The Reporting of Injuries, Diseases and Dangerous Occurrences Regulations 2013 (RIDDOR) • The control of Substances Hazardous to Health Regulations 2002 (COSHH) • The provisions and use od Work Equipment Regulations 1998(PUWER)

48. KNOWLEDGE CHECK • A meal that has peanuts in it is served to an individual with a known peanut allergy. The mistake is spotted and swapped. What type of mistake is this? • ADVERSE EVENT • NEAR MISS • ERROR • INCIDENT

49. Knowledge Check ANSWER • Answer Incident (It has actually happened but to prevent it happening again or the service user actually eating the dish and having a reaction we all need to be aware)

50. Knowledge check Which of the following statements about recording an incident is true? • You should factual information and not include opinions or allocate blame. • You should record what you think happened as well as the date and location. • To maintain confidentiality you should not include the names of people involved. • You only need to record an incident if the emergency services were called.