Managing Concerns And Complaints In Adult Care Assignment Sample

Introduction Of Managing Concerns And Complaints In Adult Care

The study deals with the management of adult care. The term adult refers to the age of 18 years and above. The care required for the particular age group to support their needs and guidance to further progress towards their goal. The assistance they require at that particular age and beyond helps them to continue their activities. The study discussed all the possibilities of the concept by understanding the key terms of management, and risks that are prevalent in this age group. The methods can be used to safeguard them from going to the wrong side. The topic mentioned the complaints that are received regarding the age group. To clarify the regulatory terms, such points had been discussed to understand the concept. The study had also gone through a detailed explanation of the social services and the way of conducting the policies regarding the safeguarding of the age group.

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Figure 1: The Adult protection measures

(Source: Arabi et al. 2020)

1.1 The important factors:

The management of concerns/complaints

The study focused on explaining the concept in detail that the complaints regarding the management help to resolve the complaints that need to give importance at proper times. The management of complaints is very important as they help in the identification of the opportunities to implement them to improve the complaints in a systematic manner (Arabi et al. 2020). The rules of the government regarding the organizations that work for the social care of adults should be “customer-focused” and must immediately work on the complaints. The effective key factors that are included in the management process are:

• It helps to improve the handling of the internal complaints that occurs many a time.
• It helps in the reduction of complaints that are recurring.
• It helps in providing the improvements that require in the servicing standards within the community.
• It helps in the standardization of “decision-making”.

Risk management

The study went through the management of the risks that help in the promotion of the inclusion of social care and the independence of the adults that focuses on the management, identification and assessment of the risks. The management of the risks helps to highlight the factors that are related to the risk factors such as the positive and negative aspects of the risk in the situation (Hci, 2023). It is often observed that the risk tends to change the desired circumstances that required the management process regularly (Arabi et al. 2020). The important aspects of the risk factors are the involvement of the families and corresponding relations that help in the assessment, making important decisions and managing the risks.

Figure 2: Risk management factor

(Source: Hci, 2023)

Safeguarding

The factor that is related to adult care is safeguarding which means protecting adults who are 18 years and above from facing any such difficulties that can harm their lives (Arabi et al. 2020). It means that the term in the management of the adult acre involves protecting the person and leading a free life that will avoid abuse, ensure safety and should not be neglected. The procedure is conducted by the “Care Act” (England, 2023). According to the Care Act 2014, it is mentioned the prevention measures that help in the reduction of the abusive risk that required supportive care the adults. And that would only be possible when awareness among the people can be established in society. 6 principles work hand-in-hand to provide adult care with the policies of safeguarding.

Figure 3: The principles of Safeguarding

(Source: England, 2023)

1.2 Explain the regulatory requirements underpinning the management of concerns and complaints.

The measures of the protection of adults from getting into human violation of certain regulations that are required in the context of the study are discussed briefly. The following Regulatory requirementsinclude legislation and procedures are:

Human rights

The rights that are enacted in the context of the study of protecting adults come under human rights. In the “Human Rights Act 1998”, there are articles that describe the laws and regulations. Article 2 describes the “Protects the right to life” which involves the awareness of the public and the concern that should be undertaken by them to take an initiative to take steps positively if any adult's life is in danger (Osab, 2023). Article 3 involves “Affords Freedom from Degrading and inhuman treatment.” which explains that if there is abusiveness taking place in the public and they are only responsible for that. The “degrading treatment” refers to the humiliation and disrespect shown to an individual.

Mental capacity

The “Mental Capacity Act 2005” helps in the protection of people who are in require of support, as they cannot make self-decisions. The care of adults is required at the stage, where the working of the brain degrades due to numerous incidents happens (Osab, 2023). The act involves five principles involving protection and power restoration for those people who lack the capacity (Abdi et al. 2019).

Recording and reporting

In this part of the study, the concerns regarding the recording of the practices will help in the allocation of the incident of poor practices (Anncrafttrust, 2023). The key point preceding the activity is communication while making the prevention measures and investigation in depth with the issues (Feng et al. 2020). The organization must record the changes and the evidence that is required in the future. The reporting implies the “Local authorities, the Charities Commission and the Care Quality Commission" that have their way of reporting the requirements.

Health and safety systems

The health systems in safeguarding adults should be the priority of social care services. Healthy is an essential element that must be protected (Perissinottoet al. 2019). The age of 18 is a crucial stage where all types of mental health issues occur within an individual where they tend to lose hope and for which the degradation in health could be observed. Health requires safety for adults to help them to lead a free life.

National standards

The national standards include the services that are required in safeguarding adults from getting into violence. They help support cultural development and are embedded within the practice (Hu and Wang, 2019). The standards involve the six principles that work in the progress of the organisational work in protecting the adults. This includes empowerment, the approach that is based on rights, proportionality, measures of prevention, partnership and accountability.

Whistleblowing

The Official Secrets Act 1923 under the Whistleblowers Act is used to protect the nation's sovereignty.

Kloe's

The Koles stands for a key line of enquiry that helps adults access social services.

Code of conduct

The concept within the study explains the different key factors that determine the regulations. The “Youth-Adult Partnership”, “Communication”, “Sexual Conduct” etc (Abou Allaban et al. 2020). This helps provide the social service with a framework for how to perform the activities and conduct the services.

1.3 Evaluating the services that are reluctant to raise concerns or complain.

Services which have been described in this specific study are all actions are needed to be taken into consideration like protection conduct for adults. Inadequate care and denial on basic rights regarding physical abuse have been considered as major services that are entirely reluctant for rising complaints or concerns. For instance, because an individual fear which nothing can be completed or it is raising the concern that may cause some issues for colleagues in an organisation (Morrison et al. 2021). In addition, it has a negative impact on a relationship in an organisation and it is affecting the relationships among employees in an organisation. This certifies certain limits and regulations that are applicable in the “Protection Act” in the adult care process.

The first that comes in the study is the “Human Rights Act 1998” which is a regulation made for human rights, which also ensures the protection of adults as mentioned in “Article 3” which will provide care and security to the adult. Similarly, the Act of “Mental Capacity Act 2005” helps those adults who are suffering from serious mental depression and helps them to recover. These Rights are important as adult care in the case of “Mental Health” is easily affected due to the pressure (Frik et al. 2019). All those regulations as well as rights have been included in the context of communication and it is helping to communicate in the healthcare settings. These kinds of care services are helpful for those individuals who are the victims of a lack of Social Interaction and Communication (Ofosu-Ampong, 2020). Moreover, all those services have been included in national standards which are needed for prevention measurement. It is also helping to protect all adults who are the victims of unwanted violence. The study also mentioned the "Code of Conduct” which includes various concepts of conduct that help in awareness to people about the rights and regulations for self-protection. Overall, the services help in the rise of concerns for the prevention measures in action.

1.4 Attitudes and approaches that encourage continuous service improvement through concerns and complaints raised

Attitudes of all members in an organisation are providing smooth running and it is involved with members and staff who are working in that organisation are needed to get importance in public (Morrison et al. 2021). Failures as well as flaws have been considered as major opportunities for improving and Respect has been considered as major trait in terms of achieving success. All approaches which have been involved in a continuous services and concerns improvement are highlighted below:

• Plan: firstly, this involves the identification of the opportunity and the change required in the plan.
• Do the change that must take place on a small scale for the implementation of the change.
• Check the analysis of the data to help in the outcome of the change and to determine the difference (Vlachantoni, 2019).
• Act: this is implemented on a large scale and the change can be turned into success. This is a type of cycle that goes on and on.

The above figure has illustrated a continuous improvement procedure for raising concerns or complaints. The above figure has described the effectiveness and the major context of Safeguarding and it has been described in six different wider concepts. Moreover, it has been declared under the guidelines of the “Care Act 2014” which is also initiated in this specific study. It also mentioned the importance of the concept of “Risk Management” which explains the risks related to internal factors that harm the adults from living an independent life. The services included in the management of the “concerns and complaints” helps in the improvement of the policies of the regulations embedded.

References

Journals

• Abdi, S., Spann, A., Borilovic, J., de Witte, L. and Hawley, M., 2019. Understanding the care and support needs of older people: a scoping review and categorisation using the WHO international classification of Functioning, disability and health framework (ICF).BMC Geriatrics,19(1), pp.1-15.
• Abou Allaban, A., Wang, M. and Pad?r, T., 2020. A systematic review of robotics research in support of in-home care for older adults.Information,11(2), p.75.
• Arabi, Y.M., Fowler, R. and Hayden, F.G., 2020. Critical care management of adults with community-acquired severe respiratory viral infection.Intensive care medicine,46, pp.315-328.
• Feng, Z., Glinskaya, E., Chen, H., Gong, S., Qiu, Y., Xu, J. and Yip, W., 2020. Long-term care system for older adults in China: policy landscape, challenges, and prospects.The Lancet,396(10259), pp.1362-1372.
• Frik, A., Nurgalieva, L., Bernd, J., Lee, J., Schaub, F. and Egelman, S., 2019, August. Privacy and security threat models and mitigation strategies of older adults. InFifteenth symposium on usable privacy and security (SOUPS 2019)(pp. 21-40).
• Hu, B. and Wang, J., 2019. Unmet long?term care needs and depression: The double disadvantage of community?dwelling older people in rural China.Health & Social Care in the Community,27(1), pp.126-138.
• Morrison, R.S., Meier, D.E. and Arnold, R.M., 2021. What's wrong with advance care planning?Jama,326(16), pp.1575-1576.
• Ofosu-Ampong, K., 2020. The shift to gamification in education: A review on dominant issues.Journal of Educational Technology Systems,49(1), pp.113-137.
• Perissinotto, C., Holt?Lunstad, J., Periyakoil, V.S. and Covinsky, K., 2019. A practical approach to assessing and mitigating loneliness and isolation in older adults.Journal of the American Geriatrics Society,67(4), pp.657-662.
• Vlachantoni, A., 2019. Unmet need for social care among older people.Ageing & Society,39(4), pp.657-684.

Websites

• Anncrafttrust, 2023. Reporting & Recording Safeguarding Issues. Available at: https://www.anncrafttrust.org/safeguarding-checklist-reporting-recording/ [Accessed on: 24th April, 2023]
• England, 2023. Safeguarding Adults. Available at: https://www.england.nhs.uk/wp-content/uploads/2017/02/adult-pocket-guide.pdf [Accessed on: 24th April, 2023]
• Hi, 2023. Why is Risk Management in health and social care so important?Available at: https://hci.care/why-is-risk-management-so-important/ [Accessed on 24th April, 2023]
• Osab, 2023. Adult Safeguarding and the Human Rights Act 1998. Available at: https://www.osab.org.uk/cms-data/depot/hipwig/OSAB-Adult-Safeguarding-Human-Rights-One-Page-Guide.pdf [Accessed on: 24th April, 2023]