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shc 34 Principles for implementing duty of care in health, social care or children's and young people's settings

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Stephanie Gale

on 28 October 2013

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Transcript of shc 34 Principles for implementing duty of care in health, social care or children's and young people's settings

Complete a risk assessment form.
Reduce the risks as far as possible to protect the person.
Inform the person of all possible risks associated with the activity they want to do.
Discuss the possible compromises.
Report and record all actions.

Managing risk

All organisations are different.
All complaint policies are different.
Read your complaints policy.
Help and support staff who receive a complaint.

Look at the complaints policies for these organisations:

NHS: www.nhs.uk
General Social Care Council: www.gscc.org.uk
Children’s Workforce Development Council: www.cwdcouncil.org.uk


Complaint procedures should:

support the person making a complaint
identify the person to whom the complaint should be made
state the timescales for dealing with complaints
explain what will happen with the complaint at each stage
inform the complainant of the outcome.

Complaint procedures

Complaints are an expression of dissatisfaction.
Complaints must be:
taken seriously
dealt with
used to improve services.


Dilemmas may include:
refusing medication
going out for a walk
eating soft-boiled eggs
refusing treatment.


Ensure your actions promote the safety, welfare and interest of all people using the service by:

following the GSCC Codes of Practice
ensuring you maintain your knowledge and skills
not working outside your level of knowledge and skills
not causing, and protecting people from, harm.

The GSCC’s Codes of Practice set out what social care workers must do to help promote the duty of care.

Visit www.gscc.org.uk

How does this affect me?

A duty of care is when the safety, welfare and interests of people using a service are the priority of the service and of the people working within that service, including:

social workers

What is duty of care?

Understand how duty of care contributes to safe practice
Know how to address conflicts or dilemmas that may arise between an individual’s rights and the duty of care
Know how to respond to complaints

Learning outcomes

Principles for implementing duty of care in health, social care or children’s and young people’s settings

SHC 34

Help person with the complaint.

Move somewhere private.

Union official


Care professionals


Who can help?



Person’s friends

Person’s family


Try to defuse the situation. Say sorry, if appropriate, but do not attempt to resolve the complaint.

Take it seriously.

How to respond to a complaint

Be polite.

Do not lose your temper.

Inform person of the complaints policy.
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