Q. Explain the term ‘confidentiality’
A. It means that whatever information you tell to a Service will not be passed on and the person you see won’t tell anyone that you’ve been to see him or her without your permission. It gets more complicated if you want to talk to the Service about something that he or she thinks may be harming you or someone else, like you’re being hurt by someone or someone is making you do something you don’t want to do. If that happens the Service will talk to you and try to persuade you to get help, but if you don’t agree the Service can get help without your permission if he or she thinks it’s best for you. This will only happen if the service is concerned about your safety.
205 – 5.3
Q. Describe the action to take if suspected abuse or unsafe practices have been
reported but nothing has been done in response.
A. The Care Quality Commission will offer advice and act upon any complaints if the suspected abuse or unsafe practices are not being followed.
206 – 3.3
Q. Identify skills and approaches needed for resolving conflicts
A. Listening skills, open mind, look at both sides, no assumptions might be a few. You may utilize different skills depending on whether the conflict is between you and another or if you are trying to assist others where there is conflict between them.
• Clearly describe the issue(s)
• Stay neutral, calm and grounded; don't get involved in the emotion of the issue(s)
• Don't worry that your needs will not be met or that you won't be heard
• Clarify what your understanding is of what is being said
• Re-state your understanding of what you heard to confirm your understanding in a non-judgmental way
Q. Explain the importance of establishing consent when providing care or support
A. It is important to establish consent whenever possible when caring for an individual. Person centred approaches to care are all about keeping the choice of the...