1. Welcome to Compassionate Care Team Ltd

2. Office
Naomi Bennett Registered Manager Jasmine Goodwin Office Manager Sian Bell Payroll Administrator Helen Maclaren Book Keeping Nicola Keeling Care Coordinator/Reviewing Officer Ellie Soper Care Coordinator/Reviewing Officer Jodie Bosworth Senior Support Worker/Staff Observations Tina Rae Senior Support Worker/Staff Observations

3. training COMPLETION OF THE CARE CERTIFICATE SHADOW SHIFTS OBSERVATIONS
COMPETENCE

4. Understanding your role as a support worker.
A support worker needs to : be able to do your job competently you must have skills and knowledge and work in ways that are set out nationally.
Understand their own role
Work in ways that have been agreed with their employer
Understand working relationships in health and social care
Work in partnership with others.
Discuss what they think their role involves

5. Your role includes:
Providing Personal care and support to vulnerable adults
Working as part of a team other colleagues and with management
Contributing to activities
Respecting confidentiality
Your work must always be carried out in agreed ways and must keep to regulations.

6. YOUR ROLE AS A Support Worker
You are not expected to be a Doctor, Nurse, OT or a trained medical expert.
We support—we do not give advice or offer treatment.
Respect and protect individuals rights.
Enable the person to make an informed choice
We work and promote independence.
Confidentiality must never be breached. Unless the health and safety of a service user is at risk
Conduct is in a professional manner at all times. (GSCC: Codes Of Practice).
You are here to promote Dignity, Independence, Choice, Privacy and Fulfilment of Rights. (CQC: Core Values).

7. General Social care council
As a social care worker, you must protect the rights and promote the interest of service users and carers.
As a social care worker, you must strive to establish and maintain the trust and confidence of service users and carers
As a social care worker, you must promote the independence of service users while protecting them as far as possible from danger or harm.
As a social care worker, you must respect the rights of service users while seeking to ensure that their behaviour does not harm themselves or other people.
As a social care worker, you must uphold public trust and confidence in social care services.
As a social care worker, you must be accountable for the quality of your work and take responsibility for maintaining and improving your knowledge and skills.

8. Cqc: core values
Excellence: we do the right thing, in the right way and at the right time to enable us to have the greatest impact in our work. We want everyone to be clear about the standards of behaviour we expect of each other and to demonstrate the highest standards of personal and professional conduct and behaviour at all times.
Caring: we care about each and every person, and we are thoughtful about the impact we can make as individuals and as an organisation. Our work is underpinned by a desire to treat everyone with dignity and respect. We want to develop a supportive and inclusive working environment driven by common behaviours.
Integrity: we take responsibility for our conduct, behaviour and actions and demonstrate the highest ethical and moral standards in everything we do.
Teamwork: we work collaboratively with each other and partners to create solutions for the benefit of people who use services. We understand the impact our behaviour has on others and that behaviour which falls below our standards can have an adverse impact on colleagues and the people who use services.

9. The 6c’s of care and the care certificate
These values were one of the great legacies created through ‘Compassion in Practice’, a three-year strategy that concluded in March  
The 6Cs are:
Care
Compassion
Competence
Communication
Courage
Commitment

10. Your experiences, attitudes and beliefs affect how you think and behave.
They can:
Lead you to make assumptions
Make judgements
Self-awareness and learning to understand the attitudes and beliefs of others can help you to work in ways that value the individuals that you support. We do not live how other people may live therefore we are non judgmental.
QUESTION
What things can influence your experiences, attitudes and beliefs?
Answers could include:
Your background, upbringing, relationships, education, the media, attitudes of your friends and family

11. Values, Aims & Objectives
Values are the beliefs or ideals that should be evident in all aspects of the service you provide
Aims are the general goals that an organisation hopes to achieve through their activity. The purpose of your job will be to contribute to achieving these for the service users' we look after
Objectives are specific things that must be in place in order to achieve the aims.

12. Responsibilities to the individuals you support
Safeguarding their safety and welfare. (Abuse)
Involving the individual and their support network in the planning, delivery and review of their care. (Consent) and (Mental Capacity)
Ensuring that their dignity is promoted and their rights upheld the service user makes the decisions and choices. (Human Rights)
Supporting the person to complain or raising concerns if care is inadequate or rights are not upheld. (Complaints Procedure)

13. What is your duty of care?
You have a duty of care to all those receiving care and support to your workplace.
A duty of care is the duty to promote wellbeing and make sure that people are kept safe from harm, abuse and injuring.
Workers must have the knowledge and skills to act on their duty of care. Workers must be able to:
Identify areas of concern
Report concern in agreed ways.
Your manager will be able to advise you of what to do if you are unsure

14. Duties Core Values Basic Skills ‘Needs-led’ Service Personal Care
Dressing/Undressing
Showering/Bathing
Full body/bed bath/wash
Tidying property
Medication
Food Preparation
Core Values
‘Needs-led’ Service
Personal Conduct
Representing C.C.T. Ltd
Anti-Discriminatory
Cultural Awareness
Standards
Prevention of Abuse

15. Knowledge check.
Which of the following most accurately defines what is meant by ‘Duty of Care’?
Restricting the rights of the individual to make sure that they are safe.
The duty to put people into care when their family is not able to take care of them.
The duty to promote wellbeing and keep people safe from harm, abuse, and injury.
Stopping people making decisions that you disagree with or that may be risky

16. Knowledge check Answer
The duty to promote wellbeing and keep people safe from harm, abuse, and injury.

17. Privacy and dignity

18. principles
Understand the principles that underpin privacy and dignity in care.
Maintain the privacy and dignity of the individuals in their care.
Support the individual’s rights to make choices.
Support individuals in making choices about their care.
Understand how to support active participation.
Support the individual in active participation in their own care.

19. Privacy Giving someone space where and when they need it.
Treating personal information confidentially

20. dignity

21. support.
Examples of ways in which you can work that respect individuals’ dignity are:
Ask individuals before carrying out personal care for them in any way.
Knocking or speaking before entering the persons space or room they are in especially on first entry.
Making sure curtains , screens or doors are shut or properly closed before carrying out any such activity like washing and dressing.
Arrange clothing in a dignified way taking into account weather conditions.
Not making an individual wait to use the toilet or to be left too long for you return.

22. Choice and control are key defining aspects of dignity.
Making choices.
Choice and control are key defining aspects of dignity.
Involving individuals in decisions that affect them, helps to promote dignity.
Day-to-day decisions
Wider choices
Individuals must be supported to make informed decisions by explaining.
All available options.
The risks associated with the options
Implications of making the choices

23. Risk enablement.
It is the individual’s right to make choices and take risks once they understand the information available and are aware of the risks.
Risk enablement involves supporting individuals to identify and assess risks and then supporting them to take the risks they choose.

24. Mental capacity. Some individuals may not have the ability to:
Understand their choices
Make an informed decision
Understand what could happen
If decisions have to be made for an individual who lack capacity, the decisions have to be made must be in their best interests.
Dol

25. Mental Capacity Act 2005 states
Individuals need to be able to understand and retain the information they need to make a decision and be able to communicate their choice.
If they are not able to do this they may be assessed as lacking the capacity to make a decisions.
Some individuals may have the capacity to make day to day decisions but not have the capacity to make more complex decisions.

26. Working in partnership.
In your role you will be working with people in a variety of roles. This is known as ‘partnership working’.
Working relationships fall into four groups:
Individuals and their friends and family.
Your colleagues and managers.
People from other work places, including advocates.
Volunteers and community groups

27. Effective partnership working
Effective partnership working. The effectiveness of partnership working affects the quality of care delivery, Skills and values necessary for it to be effective
Communication.
Record keeping.
Trust.
Respect.
Good quality care.
Meeting all the individual’s needs

28. Failings in partnership working:
Conflicts and disagreements can affect the quality of care provided. Seek advice from managers and colleagues who have the experience to help and advise you.
Poor standard of care, often identified as a factor when things go wrong.

29. Dilemmas It may be necessary to balance:
There may be a conflict between protecting a person’s rights and independence and their safety and wellbeing. This can lead to dilemmas.
It may be necessary to balance:
Their right to make choices.
The need to protect individuals from harm.
Mrs A might want to use toilet but can only manage to get their using a frame, but Mrs A feels she can manage without the frame and walk using walls and suffices to lean on. What do you think you could do to help?
Promoting their rights to choice.

30. Knowledge check
Which of the following is important for effective partnership working?
Whistleblowing
Keep relevant information to yourself
Open and honest communication
Not Making judgements based on your past experiences

31. Knowledge check Answer
Answer all of them in their own way

32. active participation
Individuals must be given as much control of their life as possible as this supports an individual to build their identity and self-esteem.
Individuals have the right to participate in the activities and relationships of everyday life as independently as possible.
Individual’s should be given equal opportunity of achieving their goals, valuing their diversity and finding solutions that work for them.

33. Self care Self care skills include:
The ability to control and care for oneself which contributes to privacy, dignity and independence.
Individuals should be supported to develop self-care skills to enable them to live more independently.
Self care skills include:
Encouraging and rehabilitating them in tasks. (Personal care, meals, mobility)
Participating in support groups and networks outside of the home

34. Conflict in the workplace
Conflict or challenging behaviour often happens as a result of distress or because needs are not been met.
Reasons could be:
Biological [people with dementia]
Social [people may not get out anymore]
Environmental [situations their surrounded by]
Psychological [memory loss mental capacity]

35. Managing conflict. Take them to a quiet place
Acting on early signs of frustration and aggression can stop conflict developing into violence and aggression. Always treat the individual with dignity and respect and ensure safety:
Take them to a quiet place
Ask questions and listen carefully
Take their feelings seriously
Try to agree a way forward.
If the situation is DE ESCALATED conflict should not happen.
If these do not work they may want to make a complaint.

36. Supporting individuals to make a complaint
Provide a private and quiet space for comments or complaints to be made.
Inform the individual of the confidentiality policy
Listen to the individual, making sure that you do no judge
Explain the complaints procedure and whom their comments or complaints should be forwarded to.
Inform your manager so that they are aware of the situation.
Reporting concerns to the right person’s first port of call Naomi or Senior the if they have not resolived the issue and you feel its not dealt with correctly then report it via policies and procedures and the next person to go to would be , if still not happy then CQC.
Order:
Senior/Naomi
CQC/Safeguarding board
Reporting abuse in the correct way – Nottinghamshire safeguarding unit each county has its own
local authority Social services and NHS complaints fall under complaints regulations
2009 also reference Department of Health published NHS constitution 2011 giving guidance on complaints
Further advice contact Naomi or seniors who will advise you in the way to handle the complaint.

37. COMMENTS AND Complaints
The duty of care includes a duty to support individuals to make comments or complaints about their care.
Here are some legislation and guidance relating comments and complaints.
The local Authority Social Services and NHS Complaints (ENGLAND) Regulations 2009
The NHS Constitution in 2011
Your organisation’s agreed ways of working
Reporting abuse in the correct way – Nottinghamshire safeguarding unit each county has its own
local authority Social services and NHS complaints fall under complaints regulations
2009 also reference Department of Health published NHS constitution 2011 giving guidance on complaints
Further advice contact Naomi or seniors who will advise you in the way to handle the complaint.

38. Knowledge check
What should you do if you are concerned that one of your colleagues is mistreating an individual they are providing care and support?
I should keep quiet and not complain
I should discuss my concerns with the individuals that I support.
I should report concerns to the Care Quality Commission (CQC) immediately
I should report my concerns to my manager

39. KNOWLEDGE CHECK Answer
Answer 4 if not satisfied 3

40. Incidents, mistakes and near misses.

41. Mistakes must be dealt with appropriately so that similar things do not happen again AND PEOPLE ARE KEPT SAFE.
REPORT TO YOUR LINE MANAGER
COMPLETE AN INCIDENT FORM / STATEMENT
DOCUMENT IN RUNNING RECORDS

42. INCIDENT REPORT-THINGS TO REMEMBER
Used to report any Concern/Incident/Error/Near Miss to your Line Manager
Provides the facility to request any “Change to Care”.
Provides anonymity when reporting “Whistleblowing Concerns”.
Can be used by service users for complimenting or complaining.
Incident Reports must be handed to your Line Manager or a Director for action.
Incident Report / Changes can form legal evidence if required.
USED TO REPORT: REQUEST FOR CHANGE TO CARE(NEEDS, ABILITY, MOBILITY ETC)/INCIDENT/CAPACITY/ANONYMOUS WHISTLEBLOWING.
S/U ALSO HAS COPIES TO USE AS A COMPLAINT/COMPLIMENT FORM.

43. WHISTLE BLOWING.
Whistleblowing is reporting things that you feel are not right or are illegal.
You have a responsibility to report concerns about the safety and welfare of all people in the workplace.
You must follow the whistleblowing policy for your employer.

44. Examples for whistleblowing. Should I whistle blow if ?
The health and safety of staff is in danger.
Individuals are treated with dignity and respect.
The environment is being damaged by work activity. Wrongdoing is being covered up.
The individual’s care is inadequate but they cannot or will not complain.
Care plans are reassessed and updated regularly.
Your manager is involved in the abuse of individuals.

45. Should I whistle blow?
The health and safety of staff is in danger. YES
Individuals are treated with dignity and respect. NO
The environment is being damaged by work activity. YES
Wrongdoing is being covered up. YES
The individual’s care is inadequate but they cannot or will not complain. YES
Care plans are reassessed and updated regularly. No
Your manager is involved in the abuse of individuals. YES

46. Mistakes can be:
ADVERSE EVENTS. Action or lack of action that leads to unexpected, unintended and preventable harm. ERRORS. Not doing something as it should have been done, for example through bad planning or being forgetful. NEAR MISSES Situations where an action could have harmed the individual but, either by chance or purpose, was prevented

47. Legislation
When incidents happen. Legislation sets out how to handle incidents.
The Health and Safety Act at work ACT 1974
The Management of Health and Safety Regulations 1999
The Reporting of Injuries, Diseases and Dangerous Occurrences Regulations 2013 (RIDDOR)
The control of Substances Hazardous to Health Regulations (COSHH)
The provisions and use od Work Equipment Regulations 1998(PUWER)

48. KNOWLEDGE CHECK
A meal that has peanuts in it is served to an individual with a known peanut allergy. The mistake is spotted and swapped. What type of mistake is this?
ADVERSE EVENT
NEAR MISS
ERROR
INCIDENT

49. Knowledge Check ANSWER
Answer Incident (It has actually happened but to prevent it happening again or the service user actually eating the dish and having a reaction we all need to be aware)

50. Knowledge check
Which of the following statements about recording an incident is true?
You should factual information and not include opinions or allocate blame.
You should record what you think happened as well as the date and location.
To maintain confidentiality you should not include the names of people involved.
You only need to record an incident if the emergency services were called.

51. Knowledge CHECK Answer
You should record factual information and not include opinions or allocate blame.

52. SCENARIO GROUP WORK
Mistakes sometimes happen and it is important to be honest and identify when errors have been made.
What action should be taken?
Why is it important to be honest and admit when errors have been made?
What are the potential consequences of not reporting a mistake?
Scenario
An individual tells a worker that they have been experiencing severe headaches everyday an hour after they have taken their medication. The worker forgets to make a note of this in the individual’s care plan
What action should be taken?
The worker must tell their supervisor as soon as possible.
Why is it important to be honest and admit when errors have been made?
The individual is experiencing pain which may be avoidable if medication is changed
The headaches could be a sign of a more serious problem
What are the potential consequences of not reporting a mistake?
The individual will continue to experience pain- this is not an acceptable level of care if pain could be avoided
The individual may become reluctant to take their medication which could affect other aspects of their health
The individual’s care plan will not be up to date

53. PPE-INFECTION CONTROL
Gloves/Aprons
Uniforms
Hand Washing
Protect the Client
Protect yourself

54. Incontinence Care Different incontinence aids Urinals Bed pans
Commodes
Different style pads

55. Catheter Care

56. Stoma Care

57. Handling information
The information about an individual’s care and support maybe personal and sensitive. This information should be treated as confidential and only shared with people who need to know.
Respecting confidentiality is :
A legal requirement
Essential to promote the individual
An important part of building trust

58. Knowledge check
Information can be shared with people who need-to-know.
Which people need ‘need-to-know’ about an individual’s and support needs?
The individuals neighbour
A health and social care worker who is involved in providing care.
The individuals family or friends
The workers family and friends
A health and social care worker not involved in providing care to the individual
A worker in a different role who is involved in providing care to the individual.

59. Knowledge check answer
The individuals neighbour NO
A health and social care worker who is involved in providing care. YES
The individuals family or friends NO
The workers family and friends NO
A health and social care worker not involved in providing care to the individual NO
A worker in a different role who is involved in providing care to the individual. YES

60. General Data protection regulation
The New GDPR 2018 introduced rules on the storage and use of information, include paper-based filing systems data.
Must be processed in a fair and lawful way.
Can only be processed for limited purpose, e.g. in a way previously specified that you have consented to.
Have to be relevant, adequate to their intended use to be kept to a minimum.
Have to be accurate and up-to-date.
Should be processed in accordance with your rights.
Should not be kept for longer than necessary.
Should be stored securely.
Should not be transferred to other countries where there is no adequate protection in place.

61. Freedom of Information Act
The Freedom of Information Act 2000 and the Environmental Information Regulations allow member's of the public to access recorded information held by the public authorities in England, Northern Ireland and Wales .

62. Social media
The internet enables sharing of information through social media such as ‘FACEBOOK’ and ‘TWITTER’
Mobile internet technology makes it possible to share information instantly increasing the risk of breaching confidentiality.
DO NOT SHARE ANYTHING OVER THE INTERNET!!!!!!!!

63. CARE PLANS What is a Care Plan? Who completes the Care Plan?
What is a Risk Assessment
Where is it kept?
What do I do with it?
What happens if there isn’t one?

64. CARE PLANS
Care plans are an important tool in good communication between those involved in providing care and support.
If you are caring for someone all their details are in the care plan.
In order to ensure quality and consistency of care they must be:
Kept up to date
Complete
Accurate
Legible
Factual
Free from jargon

65. CARE PLANS – THINGS YOU NEED TO KNOW
EVERY TIME you enter a clients house the Care Plan must be located . Even if you are familiar with the call always re-check the care plan for any changes
Any notes or messages left by the District Nurse, Doctor or any other healthcare professional must be reported to your manager.
If there are any significant changes in the health of the service user notify your manager immediately/request a review and request further medical assistance if required this may be District Nurse, GP, Emergency admission to hospital.

66. Risk assessment Identify the hazards
Risk assessment is a key part of care, support, rehabilitation or treatment plans for service users.
A five step process is carried out by your manager or senior member of the team:
Identify the hazards
Decide who might be harmed and how.
Evaluate the risks and decide on precautions.
Record your findings and implement them.
Review your assessment and update if necessary.

67. Mobizio

68. people planner

69. MEDICATION MAR SHEET It is a legally binding document.
You must refer to the Care Plan when completing the form.
Only ever prompt/Administer as stated in the care plan.
Understand the 4 different levels to medication administration.
Understand what a PRN medication is.
DO NOT use medication if it is damaged or appears to have been tampered with or opened.
It is the families/chemist responsibility to fill a Dossett box, not yours.
ALWAYS report any medication concerns / difficulties to your Line Manager. Always complete an INCIDENT REPORT.

70. FINANCIAL TRANSACTION LOG, THINGS TO REMEMBER
Must be completed for all transactions/shops and recorded accurately on Mobizio.
The Client and Carer MUST sign for any financial transaction.
Receipts MUST be uploaded onto Mobizio.
You MUST NOT deal with personal banking cards and accounts unless a risk assessment is in place by senior mnagement.
You MUST NOT deal with Mail Orders , catalogues etc.
You CAN deal with pension books and cheques.
YOU MUST NOT ACCEPT ANY GIFTS FROM SERVICE USER.

71. YELLOW TIME SHEET Duty on Mobizio
This means that proof of care has been carried out and by whom we have to send electronic invoices Notts County Council.
Rotas are checked against the timesheets for payroll.

72. CONFIDENTIALITY BREACH OF CONFIDENTIALITY CAN LEAD TO DISCIPLINARY
YOU MUST keep all client details safe and not disclose any information.
YOU MUST NOT discuss any client, staff member or Supplier of information in front of any other person.
YOUR ROTA MUST be kept safe and secure at all times and not be shown to anyone else.
You will be held liable, if your negligence causes, or is contributing to any breach of confidentiality.
BREACH OF
CONFIDENTIALITY CAN
LEAD TO DISCIPLINARY
ACTION BEING TAKEN

73. Reporting concerns
Concerns about the recording, storing, or sharing of information should be reported to your manager.
Examples of things you should report.
Confidential files being left around.
Passwords being shared with unauthorised people.
Personally identifiable information being shared on social media.
Workers discussing an individual in the pub.
If your concerns are not taken seriously you have a duty to report incompetence or unsafe practice to the regulatory.

74. Reporting errors Mistakes sometimes happen and it is important to be honest and identify when errors have been made.
What action should be taken?
Why is it important to be honest and admit when errors have been made.
What are the consequences of not reporting a mistake?

75. Employees

76. Agreed ways of working.
Agreed ways of working are the ways in which employers expect employees to work. This could be:
Part of a policy, your contract
Provided by your manager or colleague.
Part of an individual’s care plan that has been assessed
Equality Act 2010
Health and safety at work at 1974

77. Rights at work Legislation gives employees rights and responsibilities at work.
To work in a safe environment and to be provided with equipment to keep them safe.
To have personal and sensitive information treated confidential
To equal pay for equal work.
To fair terms of employment including pay and working hours.
The Health & Safety at Work etc. Act sets out the rights and responsibilities of the employee in the workplace.
Employees’ have the right to:
Work in an environment that is safe
Be provided, free of charge, with the equipment they need to keep them safe at work.
Employees have the responsibility to work in agreed ways that are safe for them, for others in the workplace and for the people they support.
If you have concerns about safety in your workplace you must talk to your manager.
You can find more information about the Health & Safety at Work etc. Act 1974 here:
General Data Protection Regulation 2018 protects people’s rights to confidentiality. It restricts how personal and sensitive information can be used, stored and passed on. It applies to employees information and to how they share the information of others.
You can find more information about the Data Protection Act here:
The Equality Act 2010 gives all people in the UK the right to be treated fairly and afforded equality of opportunity. This means that people must be paid ‘equal pay for equal work.’
You can find more information about the Equality Act 2010 here:
Protected
There are many pieces of legislation that set out what are considered to be fair terms of employment including pay and hours of work.
You can find out more about working contracts and conditions here:

78. RESPONSIBILITES AT WORK
To work in agreed ways that are safe for them and those around them and to discuss safety concerns with their manager.
To treat other people’s private and sensitive information confidentially.
To treat others equally regardless of protected characteristics.

79. Knowledge check
Which of the following statements about rights and responsibilities is true?
The law states that your employer can choose how they can treat you
You have legal rights and responsibilities when you are employed
You can behave however you want in the work place

80. Knowledge Check answer

81. YOUR ROTA Your Rota is your responsibility and you are accountable.
You must ensure you read your rota and always look for:
Arrival time,
Departure time,
Length of call time,
Required need (Personal Care, Medication, meals etc.)
Call (Double/single)?
It is imperative you advise the office of any changes of address, NOK, contact number, address on your people planner portal

82. AVAILABILITY/ABSENCE
Availability at commencement of employment must be documented in your application.
There is a weekend on/off rota system.
An absence / holiday system is linked to your weekends rotered
It is YOUR RESPONSIBILITY to inform your Line Manager if you need to alter your availability for any reason. All appointments need to be booked around your shifts and forwarded to the office at the earliest convenience.
If you are absent from work due to sickness etc. you must contact the office (or on-call, out of office hours) 2 hours prior to a shift commencing and at your earliest convenience.
Give the number of the individual offices and the on call number.

83. holidays HOLIDAY REQUEST FORM – IMPORTANT THINGS TO REMEMBER
You MUST request holiday time 4 weeks in advance.
You MUST obtain authorisation from your Line Manager.
ALWAYS CHECK WITH YOUR MANAGER PRIOR TO BOOKING A HOLIDAY.

84. POLICIES AND PROCEDURES
No Reply/ No Access.
Notification of Absence.
Mobile Phones.
Uniform/ ID/ Personal Hygiene and PPE
Disciplinary Procedure
Personal Car Use
Pool car
Zero Tolerance

85. CARERS ROUTINE
Weekly visit to the office.
Are there any changes to your availability due to appointments etc?
Discuss any rota difficulties with Manager/Senior
3 Monthly supervisions
Collect and sign for PPE