Health and social care: Promoting quality care.

Information about what you need to know for the promoting quality care topic of the exam.

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  • Treating people the same.
  • Not discriminating
  • Respect service users
  • Upholding care values
  • Enviornment
  • Legislation
  • Inclusion
  • Prevent barriers

''Making sure all people have access to the services they need and ensuring that they do not experience discrimination.''

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  • Effect of attitudes and prejudices
  • Rights and responsibilites of serivce users and providers
  • Facilitation of access to serivce
  • Application of care value
  • Safe working practice
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  • Knowing our own attitudes
  • Not being prejudice
  • Encourgaing high self esteem
  • Knowing about relevant legislation
  • Enabling fair and equal access to services
  • Applying the care values
  • Preventing barriers to access services
  • Following safe working practice
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  • Primary - early in life - the influence of the family.
  • Secondary - later in life - education, media, work, peers.
  • Gender - later or early in life - the way in which we learn the roles that we are to take for the future.
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  • Education - influence of learning
  • Media - what we hear or see
  • Peers - the influence of friends or people who are the same age as us
  • Work - valuing our job and the type of people we associate with
  • Religion - the beliefs we have
  • Discrimination - when we treated differently and not valued
  • Housing - the location in which we live and the housing we experience
  • Income - what we buy and the social class we consider ourselves
  • Health and care - ease of access to serivces and the quality of care recieved
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Self esteem is understanding ourselves, having self awareness which leads us to forming an opinion about ourselves. Our self esteem involves:

  • Having knowledge about ourselves
  • Recieving feedback from other people
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  • Age
  • Body shape
  • Gender
  • Appearence
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Discrimination is considering a race and culture or type of person to be less value that ones own or to deliberatley act against a group of people or to favour one group above another.

  • Direct discrimination - indviduals are treating differently in an open manner because of their age, race, gender, colour, culture, disability etc - e.g talking to someone disrespectfully.
  • Indirect discrimination - is less obvious and more suttle - e.g only priniting information in one language which could exclude a number of people.
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Allowing the service user to take control of their own lives.This means presenting them with the relevant information to allow them to make their own choices.

This means:

  • Respecting thr service users rights.
  • Maintaining confidentiality
  • Respecting the persons beliefs, cultural views and opinons
  • Allowing service users to express their views and opinons
  • Tolerating diversity when service users do not act as we do or have the same opinons as our own
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  • Guide them through activites
  • Make sure they are included in activites
  • Respect diversity and culture
  • Listen to them
  • Show they are not different
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Legislation are laws that are put in place to protect the indivuals rights and enforce responsbilites

We need legislation because:

  • Maintain certain standards of care and treatment
  • Protects serivce users
  • Prevents abuse of vulnerbale serivce users
  • Prevents discrimination
  • Gives service users rights and empowerment
  • Keeps order
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When indviduals are pushed out/not cared for by society.

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This is vital to providing quality care as it elminates errors/failures in care and empowers serivce user to improve services.

If a service user feels they have not recieved the right care, or their rights have not been met they have the right to complain.

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1) All care workers have a responsibility to the service users they are caring for to make sure they have no cause for complaint.

2) If a service user has a complaint they should complain to manger or the person incharge of the setting.

3) If the service user feels the complaint has not been dealt with in a suitable manner they should complain to the registration authority.

4) In the event that the complaint is still an issue that is unresolved, the serivce user should seek support from organisations that have experience in dealing with such issues. This can be obtained from the citizens advice bureua.

5) If a complaint because a major issue there are organisations that can give advice and guidance to those seeking redess (the healthcare commissions)

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  • Ofsted - deals with school and learning
  • Commissions for racial equality - didnt get a job because of skin colour
  • Disability rights commission - no ramp for a disabled persons house
  • Healthcare commission - residential care quality
  • Equal oppourtunites commission - deal with any complaint where people have been treated unfairly
  • Commission for social care inspection - paitents being neglected not looked after
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Was set up by the race relations act 1976.

The act has the following responsibilites:

  • Working towards the elimination of all discrimination.
  • Promoting equality of opportunity and good relations between persons of different racial groups.
  • Reviewing the workings of the act and drawing up proposals for improving and amending it.
  • Giving adivce to people with complaints of discrimination and in some cases representing people in court.

The CRE provides information and advice to people who feel they have suffered racial harassment or discrimination. Its aim is to make sure that polices and procedures are impemeted to provide equal treatment for all.

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Was set up by the 1975 sex discrimination act. This was a legal duty to enforce the sex discrimination act and equal pay act.

It aims to protect individuals against discrimination in employment on grounds of religion, belief, sexual orientation and age.

It requires equal treatment in access to employment as well as private and public services regardless of a persons age, race etc.

In the case of gender there are special protections for pregnant women. However the act allows transexual people to be barred from gender specific services, for example accessing womens services like mammograms.

It specifically defends the rights of older people and aimed to simplify all the anti discrimination laws. As a weakness it does not necessarily promote equal rights for transsexuals e.g. female transsexuals could not access female services such as a gynaecology.

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Was established by the disability discrimination act 1995.

The main duties of the commission are:

  • To work towards removing all discrimination towards diasbled people
  • To promote equal opportuinites for disabled people
  • To encourage good practice in the treatment of disabled people
  • To advise the government on the operation of the disability discrimination act 1995

The DRC provides help for disabled people by providing information and advice, preparing and reviewing statutory codes of practice and making sure there are arrangements for access to goods, facilites, services and premises.

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All service users have rights. These rights are protected by laws and the application of values. These rights are:

  • The right to have a GP of their choice.
  • The right to be given up to date information.
  • The right to confidentiality.
  • The right to their own opinions views and beliefs.
  • The right to have different sexual orientation.
  • The right to equal and fair treatment.
  • The right to make choices and have consultations.
  • The right to effective communication.
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Confidentiality means keeping the information given to oneself. That is not sharing with anyone who doesnt need to know. It means making sure personal and prviate information can not be shared with anyone else.

Personal information can include:

  • Information being discussed orally e.g. care workers discussing proposed information treatment with the service user.
  • Written information e.g. a care plan being stored safely.
  • Electronic records e.g. a persons medical history being stored securely with only authorised personnel having access.
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Disclosure is passing on personal information which is considered to be a secret between the service user and the care worker to others.

Disclosure of information can be neccessary in special circumstances for example:

  • If a service user intends to harm themselves.
  • If a service user intends to harm others.
  • If a service user is involved in a criminal activity.
  • When others may be at risk of harm.
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  • Information could be abused: vunlerbale people in danger.
  • Breaking trust of service user,
  • Effects reputation of organisation.
  • Make service users feel violated/disrespected.
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Self referral: when the service user goes directly to the service provider they wish to see. e.g. a service user ringing to see their GP.

Professional referral: when a service provider refers a service user to another individual or organisation. e.g. when a GP refers a patient to a consultant.

Third party referral: when an individual or agency refers a person to health and care services. e.g. a person telephoning an ambulance to take someone to the hosipital.

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Things to do with movement.

  • Client working shifts there for unable to access service as the service is not available when they are not working.
  • Stairs
  • Lack of adpated toilets
  • Lift operating system being out of reach
  • Lack of rampls
  • Lack of lifts
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Affect the way people think. Some people are afraid or they have a fear of access the service.

  • Fear of losing independece
  • Stigma associated with using the services
  • Not wanting to be looked after by others
  • Mental health problems
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When people are prevented from accessing the service due to money.

  • Chargers/fees
  • Lack of money for transport
  • Lack of money to provide the service
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When you find it hard to access services because you live in a rural area or you may have difficulity getting transport due to physical reasons.

  • Living in a rural area where facilites are limited.
  • Living in a rural area where transport is not avaliable when the services are open.
  • A long bus/train journey may not be practiable.
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When people are unable to access service as they do not speak or read english or it does not have speical measures for their culture.

  • Using english may deter some people fromusing services.
  • Not having professionals who are of the same sex e.g. women doctors for women.
  • Written information not in the persons own language.
  • Not knowing what is avaliable
  • Some treatments being considered unacceptable to certain cultures.
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  • Adaptation of exsisting premises.
  • Campaign to raise awareness - charites/NHS and other agencies try to raise awareness of the experiences of service users to help reduce prejudices/stigma which they may face.
  • Promotion of self advocacy - ability to speak, represent yourself e.g. people in wheelchairs may feel empowered to fight for their rights.
  • Identification of additional sources of finding and joint planning, funding - e,g, hospital accessing money from charites to build new treatment centers which are easier for service users to access.
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very helpful, thank you!


Hey this was very useful thank you so much :)


This helped a lot!

Sam Morran

A useful resource with all the information included.

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