The definition of “duty of care” is a legal obligation and a requirement to work in a way that offers the best interest of the adult using the service, in a way which will not be detrimental to the health, safety and wellbeing of that person.
People have a right to expect that when a professional is providing support, they will be kept safe and not be neglected or exposed to any unnecessary risks. Thinking about the duty of care that you owe to people is helpful when you are planning your work. It makes you consider whether what you were planning to do is in the best interests of the person you are working with. This is not only about physical risks; you can also have duty of care to treat people with dignity and respect.
Exercising duty of care is not about wrapping people in cotton wool or preventing them from taking any risks. Just participating in everyday life involves risks- i.e crossing the road is risky as it ...view middle of the document...
They should be able to advise you about the best approaches to take and give you the opportunity to discuss both sides of the dilemma.
If you are a member of the professional association or a trade union, they will also be able to offer advise about the uncertainties you may have about whether you are effectively exercising a duty of care towards the people you support.
Your organisation should have a complaints policy and it should be a publicised and information on it readily available in the form of leaflets, posters, complaints form, web based, and printed. How complaints are approached can make all the difference between people being satisfied and feeling that they have been listened to, and people still feeling that their issues have not been recognised and that nothing will change. Local authorities and NHS organisations need to;
* Make sure that the complaints procedure is publicised
* Offer to discuss the complaint as soon as it is received
* Investigate complaints thoroughly and efficiently
* Write to the person who made the complaint, explaining how it has been investigated and the outcome
* Remind people of their rights to refer complaints to the relevant Ombudsman if they are not satisfied
* Make sure that a senior manager is designated as being responsible for dealing with complaints and for sharing information about lessons that can be learned
* Make sure that the person complaining has all the support they need in order to understand the procedure
* Produce an annual report with information about the numbers and type of complaints received and how things have improved as a result.
Firstly you would inform your manager or supervisor and then record the complaint in-line with the company’s policies and procedures. The manager would then speak to the complainant and take the appropriate action to resolve the complaint.
Report any incident immediately to my line manager, if I don’t feel I can report it to my line manager I can contact HR direct and report it to the regional manager. A written statement is made that is factual and accurate. I f required a one to one meeting with those involved and if in any doubt whether you should report it or not, report it anyway.