When will voluntary charities or organisations represent their service users?
When they need to contact and liaise with other agencies
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When will MENCAP represent their service users?
When liaising with other service users such as their local council housing department, social services or other health and care professionals
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What does shelter provide?
Advice, guidance and support for people with housing problems&will represent them when they liaise with council officials, are applying for housing benefits or negotiating with landlords. also provide support if service users need to male complaints
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What do patient groups in hospitals represent?
The needs of the patients support individuals as they make complaints
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What do many charitable groups act as?
Pressure groups and campaign on behalf of the individual's members they represent
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What do they do when campaigning?
Write to the papers, use social media, organise demonstrations or contact members of parliament and local councils to raise awareness of their service users' needs and to request improvements to the service users offered
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What is a pressure group?
people who come together to campaign to improve the services offered to their members. They aim to influence public opinion and government decisions
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What policies are care organisations to have?
Whistleblowing policies
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What do whistleblowing policies provide?
Protection for staff who tell the press or another outside organisation that the quality of care at their workplace is dangerously poor
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What professional might an individual with communication difficulties require?
An advocate
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What might these communication difficulties include?
Learning difficulties, speech impediments, poor literacy skills, limited grasp of English language or lack of confidence when speaking to professionals
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What are advocates usually?
Volunteers
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Who do advocates work with?
Individual service users, they get to know them well&build trusting relationships, to accurately represent their needs, wants+wishes to professional workers+official organisations when necessary
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How may advocates represent their client?
attending care meetings with the service user or completing forms, writing letters or emails on the client's behalf
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What must all settings have?
Formal complaints policies
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What do settings have a responsibility to ensure?
That their service users&where appropriate their families&informal carers can understand&use complaints procedures if they are unhappy wit the quality of care provided
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When will the procedures and outcomes of any complaints be checked?
Whenever the setting is inspected
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What do service users who complain have the right to?
Their complaint being dealt with efficiently&effectively, having their complaint formally investigated and be told the outcome of their complaint
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Other cards in this set
Card 2
Front
When will MENCAP represent their service users?
Back
When liaising with other service users such as their local council housing department, social services or other health and care professionals
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