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    Unit 9 Empowering Users of HSC Services Assignment Level 4


    Empowering users in health and social care supports in providing better amenities and services to them (Petch, 2012). It is vital that people who are availing services in health care should be well informed and aware about their basic rights. Present report is based on significance of empowering people in health care sector. Impact of Human Right Act and Valuing people on the policies and procedures of the organization has been described. In addition to this, impact of staffing levels and the changing health status of service users have been mentioned. Moreover, different ways through which use of communication between service users and workers to promote the rights of service users has been explained in the report.  

    Task 1

    1.1 influences of The Human Right Act and Valuing people on policies and procedures of work organization

    Policies and procedures of the organizations which deal in health and social care sector get influenced by many elements. Some factors that affect the working of care home are as described:-

    The Human Right Act: -

    Human Rights are crucial tool that are implemented and adopted in the organization for rendering better services to the users. It aids in maintaining dignity and respect of all individual that are using amenities in health and social care sector (Renaud and Goucher, 2012). Human rights are legally protected by ECHR and aids for providing protection to people. The Human Right act 1998 describes about fundamental rights and freedom that is given to individuals by the Government.

    As per the act, it is vital for all public bodies to respect and protect their human rights. Under this act, provisions are made for people so that they can defend their rights in public organizations and courts (Sharma and Jeong, 2012). Citizens of UK can bring cases of human rights in courts which help in protecting their rights. The policies that are adopted by the organization to support sections are as described:-

    Care standard Act 2000:-

    The act provides guidelines for delivering care in health care settings. It is necessary to register care homes for young adults, adult placements, older people and domiciliary services. Proper registration has been done in my organisations (Atkinson, 2014). The policy is used for ensuring that people should receive appropriate care for which they are entitled.

    Health and social care act 2008:-

    This act gives guidelines for rendering health care and other amenities such as ambulance and other facilities to the patients. The care quality commission ensures that health care service provider organizations should provide better care to the individuals (Bruno, 2010). Guidelines given under in this act have been implemented and major focus is given on providing better and effective care to patients.

    The procedures which are set by my organization to support the application are as described:-

    All the staff members are provided the documents regarding practices and norms which they need to follow while giving care to the patients. In addition to this, training programs are organized for the staff members in that they are imparted necessary skills that are required for providing better care to the patients.

    Valuing people: -

    Appropriate measures have been taken in the organization for giving value to individuals. Problems, requirements and difficulties faced by people are identified and support is given to them (Zhou and Baptista Nunes, 2013). Individuals are not exposed in public areas and before entering the room they knock the gate.

    1.2 Analysis of factors that gives impact on the achievement of promoting and maximizing the rights of users of health and social care services 

    Operational activities of care home get influenced by diverse range of factors and it is needed that impact of these elements should be considered while making strategies for the health care settings. Wide ranges of factors are as described:-

    Organisation issues: -

    if roles and responsibilities would be not assigned properly than it will lead towards creating difficulties in rendering better care services to the patients. Responsibilities associated with budgets, administrative support and daily routine activities needs to be assigned properly (Moos, 2012). In case if issues arise in implementation of policies and procedures than it will affect the working of care settings.

    Communication channel: -

    It is assertive to have a proper communication channel so that flow of information and messages can be ensured. If there will be informal communication than it will become difficult to transfer messages and due to this working of enterprise will be affected.

    Resources: -

    If appropriate resources will not be allocated than it will become difficult for carrying out required functions of the enterprise in an effective way. Funds and finance are required so that necessary resources can be allocated for executing required functions of enterprise in the successful way.

    Cultural and social issues: -

    People come from diverse backgrounds for availing services of health care setting (Earp, 2008).  Ethnicity, cultural background and languages barriers sometimes creates problem in rendering services to people in the health care home.

    Contextual issues: -

    These issues create difficulty in rendering better care services to patients who are availing services in care home. Sometimes contextual issues create discrepancies in normal functioning of health care enterprise.

    (A). Some specific factors impact on rendering better services to people suffering from Dementia.

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    Communication barrier: -

    Individuals suffering from Dementia have lower understanding and due to which it becomes difficult for them to understand meaning of information which is provided to them. Language barrier is also faced and due to that it is  difficult to identify problems that are faced by people suffering from Dementia.

    1.3 Ways in which work organizations can make use of communication between workers and service users 

    Service users of organization plays a crucial role in overall working of the health care institution. It is assertive that service users should be fully aware about the diverse range of services that are provided in organization (Brunton, Chabner and Knollmann, 2011) It is vital that there should be proper communication between service users and employees of the care home.

    There are various methods through which communication can be established and messages and information can be transferred. Various tools such as telephone, internet, E-mails and written documents are used for transferring messages and information. Sometimes language barriers are faced while making communication with the patients. For resolving this issue assistance from an interpreter can be taken. It will support for understanding the meaning of languages and messages that are used by people.

    In addition to that feedback system can be adopted and service users can be encouraged for giving their valuable feedback (Coghlan and Brannick, 2014). It will support for making significant improvements in weak performing areas of institution. Proper monitoring and inspections also needs to be done so that it will be ensured that better services are provided to patients. Care quality commission regulations also works for ensuring that service users should be provided with better amenities.                                                                                                   

    Task 2 

    2.1 Factors that contribute to the loss of independence, non-participation and social exclusion of three type of vulnerable.

    There are diverse range of elements that contribute towards loss of independence, non-participation and social exclusion of three different types of vulnerable. Major factors are as mentioned:-

    Topic 1

    Factors that contribute to loss of independence are as follows:-

    Alteration in occupational status:-

    If occupation of service user will be changed than due to that major influence is observed and loss of independence of individual is suffered (French, 2010).

    Availability of free time:-

    It is needed that time should be allotted by her for providing better care to her parents. It reduces her independence.

    Financial status:-

    She is needing to take care of her parents and she needs to spent money for providing better medical care to her parents. She may be needing to make changes in her existing expenses and expenditures.

    Factors that lead to non-participation:- 

    Lack of time and confidence: -

    Daughter is taking care of her parents and due to that she is lacking time for which non participation occurs. She is also engaged in activities for providing care to her patients due to which she lacks confidence to take part in outside activities (Communication in health care sector. 2014).

    Factors contributing to social exclusion:-

    She is busy for rendering better medical services to her parents and due to that it is difficult to take part in social activities.

    Topic 2

    Factors leading to loss of independence:- 

    Language and communication barriers: -

    sometimes languages and communication barriers are faced due to which problem is faced and loss of independence occurs (Zweifel and Manning, 2010).

    Rules and regulations of new country:-

    New comers find it difficult to adopt existing rules and legislations of new country and due to that loss of independence occurs.

    Factors affecting loss of participation:-

    Communication barriers: -

    Sometimes language barriers are faced due to which new comers finds it difficult to take part in activities and loss of participation occurs. In addition to this if there will be lack of confidence among participants than also difficulty is faced in taking part in cultural activities (Spielberger, 2013).

    Factors affecting social exclusion:-

    Sometimes newcomers finds it difficult to take part in social activities due to various cultural and social reasons.

    Topic 3

    Factors contributing to loss of independence:-

    Fear of bullying: - Lower level of self-confidence and low self-esteem occur due to fear of bulleying and it lead towards loss of independence.

    Factors contributing to loss of participation:- depression and anxiety among children is major reason due to which loss of participation occurs.

    Factors contributing to social exclusion: - lack of confidence is also a big reason due to which social exclusion occur (Rubenstein and Wrangham, 2014).

    2.2 Analysis of ways that can be used for promoting interdependence and participation for service users 

    There are many ways that can be used for promoting interdependence and participative for service users. Care plans can be made for elderly people and it will support for them to live independently. In addition to this interactive care giving plans can be made for individuals living in care homes. It will aid for providing better wellbeing to service users of care institutions (Pedler, 2011). Care plan made for service users will support for ensuring their physical, emotional and mental well-being. Involvement of service users can also be taken for making a better care plan for them. It will help in increasing their participation in social activities. It will enhance their self-confidence and motivational level and their emotional attachments with their family members will increases.

    2b (ii)

    In care home some significant initiatives can be taken for enhancing independence and participation of disabled people. An effective and systematic care plan can be developed for individuals who are suffering from learning disabilities. It will help them to acquire new learning skills and understand meaning of knowledge and information which has been provided to them (Moorhead, 2013). Service users can be encouraged for taking part in diverse activities so that their independences increases and their participation increases in social activities. People who are engaged in work for rendering care to service care users should take better protection to them. They should focus on providing better comfort level to service users.

    2.3 Duty conflict right of people                

    • People engaged in activities of rendering care to people in care hoes are accountable for giving better care and attention to patients. It becomes their duty to formulate effective care plan that will help for assessing the level of risks that is associated with service users. According to guidelines of Human Rights Act 1998 guidelines have been given that people needs to be treated with respect and dignity (Spielberger, 2013). Workers needs to conduct a risk assessment process so that identification of possible risks can be done.
    • Individuals suffering from disability face difficulty in learning new knowledge and acquiring new skills. It becomes difficult for them to identify and get good job opportunities in outside world. Care workers who are engaged in giving better services to people in health care organizations (Lorenzi and Riley, 2013). Care workers sometimes face problems in understanding messages and information provided by care workers.    

    Task 3 

    3.1 understanding accountability of managing and monitoring risk 

    • There are some possible risks that might be suffered by Ms. P and it is needed that these risks should be mitigated for providing better services to care users. Care plan has been formed for her and in the care plan it has been mentioned that review of care plan is needed at least once a month. It has come into observation that her review was not done properly. There are possibilities that she might suffer harms and due to some harmful activities harm might be suffered by them.
    • There are also chances that Ms. P might get abused as she is not getting proper care and support by staff members. She is also at risk of getting abused by her neighbour and He may harm Ms. P. In addition to that Ms P needs to take assistance from her care provider. In his absence she is unable to complete his assigned work in proper manner.

    3.2 Efficiency of managerial process 

    Managerial process and procedures might give influences on situations of Ms. P. relatives and parents have right to share their concern with people who are responsible for providing better care to Ms P. they can ask care provider to design effective and systematic care plan for her and review it on a regular basis. It will support for reducing the risk and harm and it can be ensured that better services should be provided to her. Some of the legislation that can give impact are as described:-

    National service standards:-

    These standards have been formed for managing the risk that is associated with health care and service sector (Kollberg, Dahlgaard and Brehmer, 2016). Benchmarks have been set and on the basis of that effective measures can be taken for saving and protecting Ms. P from abuse and harm. Parents and relatives of Ms. P can make use of these standards for giving better health care to her daughter.

    The Human Rights Act 1998 also provides rights to people that they can ask for their rights to public institutions (Legal issues in health care sector. 2016). Parents of Ms P can make use of this legislation for ensuring that their daughter gets better care by health care service providers. In addition to this Safeguarding Vulnerable Act 2006 gives guidelines that it is assertive that in health care institution better services should be provided to people and their dignity should be maintained (French, 2010).

    Use of these regulations can be done for ensuring that Ms P should not get harm and abused. It is vital and necessary for care service providers for giving better care to individuals. Safe and secure environment can be provided to patients by adopting and implementing the laws in health care provider institutions. It will support in making it assure that people should get better care and medical services.

    Task 4

    4.1 Handling medications 

    It is critical that in health care provider organizations handling of medicines should be done in an organized and systematic way. There are some major areas for which basic standards are to be followed which are as described:-

    Ordering and maintenance: -

    It is required that ordering and maintenance of medicines should be done by an authorized person. Proper record needs to be maintained for all the medicines that are kept in store. In addition to this it is required that medicine store area should be properly maintained (Rubenstein and Wrangham, 2014). Proper monitoring system needs to be developed for inhibiting irregularities in drug ordering and maintenance.

    Storage of drugs: -

    It is assertive that medicines should be stored properly so that they can be used effectively when required. It is needed that proper temperature conditions should be provided for safekeeping of medicines in stores (Moorhead, 2013). Person responsible for maintaining and storing drugs should properly complete their duties.

    Record keeping and disposal of medicines: - proper and organized records should be maintained so that overall medicine handling procedure can be carried out effectively.  Record keeping needs to be done for dispensation, storage and disposal of medicines (Spielberger,  2013). All the data and information needs to be properly maintained so that record keeping can be done effectively.

    Furthermore it is required that proper resources and time should be allocated for doing record keeping. In addition to this disposal of medicines also needs to be done properly and it is needed to be done as per the guidelines and instructions given in legislation systems. It is also needed that drug disposal should be done in proper manner. It aids in ensuring that no harms have been made to environment by toxic substances that have been used for manufacturing the drugs.

    4.2 Effect of Policies and legislations on drug administrations and safe handling of drugs

    • Policies and regulations formed by government aids in ensuring that drug handling should   be done in proper way.
    • Service providers in health care organizations can adopt and implement policies for doing drug administration in effective way.
    • State has formed policies for storage and dispensing of drugs and it provides better directions for safe handling of drugs (Zweifel and Manning, 2010).
    • These regulations and policies support for making it insure that patients should receive proper drugs at appropriate time and in quantity as prescribed by their care provider.
    • Policies and norms also supports for avoiding misuse of medicines. Record keeping of drugs can also be done in effective way and it will help in doing safe handling of drugs.
    • Care provision to service users can be done in proper way and it will also help in providing better care and medical treatment to patients.


    Summing up the Present report it can be concluded that it is critical that service users in health care sector should be provided with better facilities and amenities. There are various internal and external barriers that are faced while rendering services to users in health and social care sector. It is also needed that drugs should be handled safely and their administration should be done in a systematic way.


    • Earp, L., 2008. Patient Advocacy for Health Care Quality: Strategies for Achieving Patient-Centered Care. Jones & Bartlett Publishers.
    • Moos, H. R., 2012. Evaluating the environments of residential care settings. Therapeutic Communities: The International Journal of Therapeutic Communities. 33(2/3). pp.76 – 85.
    • Petch, A., 2012. Tectonic plates: aligning evidence, policy and practice in health and social care integration. Journal of Integrated Care. 20(2). pp.77 – 88.
    • Renaud, K. and Goucher, W., 2012. Health service employees and information security policies: an uneasy partnership? Information Management & Computer Security. 20(4). pp.296 – 311.

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