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RO21 - Coggle Diagram

- - - - Think about what happened/gather evidence
      - Find out about formal complaints procedure
      - Stay calm & reflect
      - Listen to other views
      - Pursue further if needed
  - - - Write down what happened, describe what happened
      - Retain evidence
      - Take advice
  - - - Choose to make a complaint
      - Choose when to make a complaint( straight away or later)
      - Who you can complain to (the member of staff, manager)
      - Discuss with someone senior
      - Write a letter of complaint
      - Formal complaints procedure
  - - - If rights have not been met e.g. A service user in a care home is not been given choice
      - Confidentiality has been broken
      - A service user is injured/incorrect meds
      - Unfair treatment/discrimination
      - No consultation
- - - - Confidentiality
        
        Confidentiality - Care workers have access to a lot of personal information about the individuals they are caring for. This information should be stored securely and only ever shared on a 'need to know'. Confidentiality limits access or place restrictions on sharing certain types of information so that it is kept private. Care workers often receive very sensitive and private information from service users.
        
        To maintain confidentiality, it important to keep all private information such as medical records pin protected or kept locked away so others cannot see them. Also, in a GP or hospital,
      - Choice
        
        Choice - choice gives individuals control over their lives and promotes independence. in care settings, individuals should be given the choice of joining in activities or not. For example, in a residential care home,residents should be given a choice of food options that takes account of special dietary needs or religious requirements. in healthcare, individuals should be given their choice of GP, and where and how they receive their treatment. Further information about providing choice can be found in LO2, in the section titled 'the importance of applying the values of care'.
      - Consulation
        
        Consultation - Individuals in health and social care or childcare environments should be asked for their opinions and views about the type of care they would like, and their views and opinions must be taken into account. Examples of this may be: ask for their opinions (no dictating), their views must always be taken into consideration.
        
        To maintain consultation, it is important to ask for opinions and views, this is important because its what the individual wants such as what food, clothes and other activities that a carer, worker should ask an individual for what the want and also their opinions.
    - - Equal and fair treatment : Equal and fair treatment means being given the same opportunities and choices as everyone else. Fair treatment means being able to have full access to those opportunities and choices, as well as receiving the type of care that meets individual needs.
    - - All care settings need to follow safeguarding procedures to protect vulnerable children and adults. Safeguarding: This means protecting people's health, well being, and human rights, and enabling them to live freely from harm, abuse and neglect. It is fundamental to high quality health and social care.