Empowering Users In Health And Social Care

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Introduction to Empowering Users In Health And Social Care

Due to growing aging population, need for health and social care services have increased in United Kingdom. Health and Social Care can be related to integrated services that are available for service providers to cure illness and physical problems of society. The report is based on  East London health and social care organization. It attempts to identify effectiveness of medial policies and regulations which are imposed by European government. A thorough review of current practices and procedures was done which is adopted by health and social care institutions. It was found that current policies and system of business to cure vulnerable people are not effective enough and service users must be empowered to get maximum service benefit. 

TASK 1 Understanding How The Design And Review Of Services Promotes

1.1 As a manager in an East London health and social organization, I would like to analyze some factors regarding current legislation affecting organizational policies for promoting the rights of users of health and social care services. Some of the policies and practices followed by this organization are discussed below:

Equality and diversity: The organization follows this policy to assess the requirements of individuals. The policy aims in providing guidance to workers who provide protection to various groups as well as it considers changes in legislation.

Complaints policy: Under this policy, our organization accepts the complaints and files the comments of residents in the locality so as to provide better services in future. Also this policy ensures that complaints and comments are taken seriously and handled properly (WaltonN and McKibbin, 2012).

Autonomy and independence: Under this policy, 7 principals are being framed to help health and social care staff by supporting self care in the individuals.Hence for promoting the rights of users of health and social care services there are various standards and legislation that may affect the policies and practices. Current legislation and its influence are described below:

Equality act: Equality act 2010 is a constant way to overcome issues regarding equality. The act covers various age, gender, disability and religious groups. As the act changes, policy of the organization gets updated.

Mental capacity act: Local authority (LA) in East London is following five principals of this act to govern its policies which are the following: Firstly, individuals may take their own decisions. Secondly, they should not be treated as incapable to make decisions. Thirdly, they should act in the interest of individuals. Forthly, past decisions of individuals should not affect their present ability and lastly, the act aims in minimizing restrictions to the individual’s right (Wilks, 2012).

National occupational standards: These standards are set for the inspection of quality assurance and improvement in quality of social care delivered in the locality. Hence these standards have an impact on the policies and procedures followed by the organization.

In this way, rights of the users of health and social care services will be safeguarded by using current legislation and skills standards.

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1.2 The organization stated in the present case study is providing services in the East London locality and it has been analyzed that there are number of factors that may affect the accomplishment of rights of service users. Some of these factors are described below:

Communication/language skills: Effective communication is very much necessary for using health care service. Inefficiency in local language may create problems regarding communication between patients and health care employees. Users will face problems to express their inner feelings and to ask questions related to themselves or their families if they are lacking in language skills (Barett, 2004). Ineffective communication may act as a barrier between patients and me, hence rights of the users of health services cannot be maximized.

Attitudes and beliefs: Different attitudes and beliefs of individuals in the locality may also have an effect on the achievements of maximizing rights of users. Differences in beliefs of patients and service providers may create hindrance in promoting health care. Also one major factor that may act as a barrier will be opposing attitudes and perception of people of locality towards the corporation as well as care workers and services provided.

Income and financial factor: Poverty and lack of financial resources could affect the user’s rights toward health and social services as they will be unable to get care provided and hence they will be in a more vulnerable position (Mandelstam, 2011).Hence all these factors along with many other factors may affect the rights which the users can maximize for getting health and social care services.

1.3 Communication plays a very important role between care workers and individuals while contributing towards promoting and maximizing the rights of users of health and social care services. I have analyzed various communication skills needed by the individuals in this context which are described below:

1.Personal communication skills: Language clarity, effective tone, pace, reflective listening and communicating with appreciation are the factors of personal communication which have major contribution in maximizing the rights of users of health and social care services.

2.Professional communication: Under professional communication, service users are being supported to make their own decisions and full privacy and confidentiality is given to them. Also for effective communication, individuals should sign use language or any other language method as preferred by service users.

3. Procedural communication: It is also an important factor in promoting the rights. There should be a proper communication of feedbacks and review from time to time. Written records should be maintained along with running of services (Walshe and Rundall, 2001).In this way effective communication between employees and individuals of East London locality can share in promoting and maximizing the rights of users of health and social care services.

Task 2 Understanding The Reasons To Promote The Participation And Independence Of Users Of Health And Social Care Services

2.1 There may be some factors which may lead to loss of independence, non participations and social exclusion for vulnerable people while providing social care services. These factors include the following:

Mental capacity: Various people in society may be experiencing mental disorder including poor people with incurable diseases, persons affected by war or conflicts, depression etc. which may lead to physical illness, social isolation etc.

Physical Capacity: Physical disability is another factor which may lead to non participation of vulnerable people (Scott and et. al., 2003).

Discrimination: Age and gender discrimination is another factor which contributes to social exclusion of vulnerable people in the locality.

Availability of services: Lack in availability of services may have an adverse affect on the organizational system. Hence it is to be ensured that all the services should timely available to the vulnerable people in the locality.

Local Authority has highlighted all the above areas which need improvement in the present organization.

2.2 An analysis has been done on various organizational systems and procedures which are managed to promote participation of users of health and social care services. The major outcomes are discussed below:

Referral system: Referral systems are being followed in the organization to ensure healthy relationship between all the levels as well as to ensure that vulnerable people get best care at home (Rummery and Coleman, 2003). A good referral system should be cost effective, timely and well managed in terms of service and care. 

Accessibility and allocation of funds: This will include convenient services to weak and unsafe people in the locality and will also cover economic and cultural accessibility through which participation and independence of users can be encouraged.

Selection and development procedures: Safety procedures are being followed along with effective recruitment of individuals to encourage participation among users (Peck, and Paulin, 2001).

In this manner organizational system and processes are being managed to promote independence of users of health and social care services.

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2.3 There are a number of tensions arising in the present organization when individuals are provided by several independence rights and choice. Issues relating to various problems are discussed below:

Risk management versus individual freedom: a tension arises in organization related to duty of care and duty of to assess freedom while providing service in locality. Hence service users should get protection against the risk of sickness (Gilson, 2003).

Expectations of family versus resources of service provider: There may be a rise in conflict between expectations of friends/family and resources provided by the care provider. Hence a problem may arise while creating balance between individual rights and care provider’s duty.

Task 3 Understand The Responsibility Of Managing And Monitoring Risks In Health And Social Care Settings

3.1 There a number of risks of harm on individuals such as: physical and emotional risk, self harm and financial risk as well as risk of exploitation. Here is a case related to domestic violence and financial abuse of an old man. 

In the present case, an old man who was physically vulnerable was threatened by his mentally retarded son. Also he got injured many times due to demand of money, but he had never complained officially and as a result the son got never charged with any offence. And hence after years, the father was losing his mental capability to make decisions. In this way the father was at danger. Various laws that support vulnerable adult or that may be enforced in the case include NHS and community care act, National assistance act and mental capacity act (Ballantine, and et. al., 2008).

3.2 Effectiveness of various policies and procedures for promoting management of risk are being analyzed and discussed below:

Confidentiality policy: Under this policy, entire the staff should be aware of their responsibilities for preserving confidentiality and safeguarding information. Risk assessments should be conducted under this policy.

Equality and diversity: The main principle of health care management is providing equality for people relating to healthcare.

Safeguarding: Policies and procedures followed by the organization are regarding the safety of individuals’ against risk (Arksey and  O'Malley, 2005).

Procedures relating to feedbacks and complaints: Timely collection of feedbacks with the help of inquiries and consideration of complaints to the service users may be helpful in effective risk management.

Risk assessment procedures:  There should be proper risk assessment procedures for better risk management and control in the organization. Appropriate actions should be taken immediately against assessed risk.

Various managerial approaches are also used by the organization to manage risk efficiently (Aiken and et. Al.,2001). These approaches combine matrix management approach, micromanagement approach and laissez-faire approach which aim in providing freedom to act as well as to take own decision. Hence all these factors relating to policies and procedures within a health care setting are effective for managing risk in the organization.

Task 4 understand how good practice in the administration of medicine is essential for users of health and social care services.

4.1 As a care worker in the organization, I will review the report received from local authority. Also the policies and procedures for administering medication are being reviewed. Current legislation, codes of practice and policy in handling medication include legislation relating to ordering and safe storage of medicines (Stretch, 2007). All the activities related to handling medication should be carried out under medicines act. Also there should be proper administration and self medication facility provided to service users. Record keeping of medicines should be done timely and proper disposal should be ensured. Risk should be managed which arises by the use of medicines. Also the audit and review of medication is being done in the organization of East London locality.

4.2 Various policies and procedures assessed above are effective for administering medication within health and social care setting. These policies are effective in number of ways which are described below:

  • Helpful in achieving quality in health care by setting various standards
  • Effective utilization of resources and managing cost in the organization
  • Helpful in reviewing or updating information related to various medication facilities (Barett, 2004).
  • Also these policies helps in fulfilling the role of national patient safety agency whose main aim is to provide safety to vulnerable people in the best possible manner.
  • Also the principle of beneficence is being applied for the safety of sick people in the present locality. All the harms are being removed for improving situations of the vulnerable people in the society (Wilks, 2012).

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Task 5 Self Evaluation

As a manager in an East London health and social care organization, various services are being provided to the vulnerable people in the particular locality which is under the inspection of local authority. There are a number of issues arises in the locality regarding quality of care, rights of users and their independence. Current legislations such as equality act, mental capacity act and national occupational standards are very much relevant to the family members of sick people in the locality. Various organizational policies are also beneficial in supporting promotion of health and social care facilities to service users. This will include policies relating to equality and diversity, equal opportunities and confidentiality, complaints etc.

Various factors that may have an impact on service users of health and social care services are being assessed which include factors related with communication, language, mental health problems, attitudes and beliefs of various individuals using services. Issues related with different types of communication are also discussed and major issues in this context are found out (WaltonN and McKibbin, 2012). These issues are related with personal, professional and procedural communication.

After going through the minutes of meeting and feedback of my report, various areas are being found out where there is need of improvement. Also the factors which affect independence of individual are assessed which include mental capacity of individual, discrimination and availability of services to him. Various ways are being found out in which organizational system should get managed to promote user’s participation. Various tensions that may arise at the time of comparing individual’s right to care provider’s duty are being analyzed. 

A case study has been discussed on domestic violence and financial abuse in relation to risk of harm. For the promotion of risk management policies relating to equality and diversity, safeguarding and confidentiality are being analyzed and procedures relating to information sharing, feedback and complaints and risk assessment have been discussed. Also various managerial approaches are identified for risk management in the organization (Dalrymple and Burke, 2006). These approaches include micro management, macro management, matrix management and laissez- faire approach which are very much beneficial in safeguarding users in relation to their independence.


Health and social care sector of UK is significant in economic growth and for ensuring healthy people. Country’s economy considers population as an asset because healthy population of an economy increases productivity of economy. It can be concluded from this study that empowerment of health care sector users is necessary because present system does not have effective policies for administrating medication. Beneficiaries must be communicated their rights so that they can get maximum benefits from health and social care organizations of Europe.  


  • Dalrymple, J. and Burke, B., 2006. Anti-Oppressive Practice: Social Care and the Law. Open University Press.
  • Walton, A. and McKibbin, J., 2012. Leadership and Management in Health and Social Care: Level 5 (Leadership & Management).Heinemann.
  • Wilks, T., 2012. Advocacy and Social Work Practice. Open University Press.
  • Barett, S., 2004. Communication Relationships and Care. Routledge.
  • Stretch, B., 2007. Core Themes in Health and Social Care. Heinemann.
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