Topic 4Topic 4

How organisations promote quality careHow organisations promote quality care

1.1. Codes of PracticeCodes of Practice

2.2. ChartersCharters

3.3. Organisational PoliciesOrganisational Policies

Codes of practiceCodes of practiceWhat are they?What are they?These are documents produced by service These are documents produced by service

providers, organisations etc on how providers, organisations etc on how workers/professionals should behave at workworkers/professionals should behave at work

Policies are developed from codes of practicePolicies are developed from codes of practiceWhat are the purpose of codes of practice?What are the purpose of codes of practice? Set out guidelines and rules for the practice of Set out guidelines and rules for the practice of

particular procedures- advice on behaviourparticular procedures- advice on behaviour Define the quality of care clients can expect from Define the quality of care clients can expect from

h&sc servicesh&sc services Codes can then be used to check actual Codes can then be used to check actual

procedures and measure if a service is providing procedures and measure if a service is providing good quality caregood quality care

Two main purposes of codes of practice are Two main purposes of codes of practice are to:to:

Protect and promote clients’ rightsProtect and promote clients’ rights Interpret law and guide carers/professionals in Interpret law and guide carers/professionals in

making decisions and taking action.making decisions and taking action.

Examples of codes of practice that exist include:Examples of codes of practice that exist include: BASW principles for social workBASW principles for social work UKCC code of professional conduct for nursesUKCC code of professional conduct for nurses Code of practice for special ed. NeedsCode of practice for special ed. Needs Fair employment code of practiceFair employment code of practice

Nursing & Midwifery Code of Nursing & Midwifery Code of Practice (UKCC)Practice (UKCC)

The code of practice states that nurses & The code of practice states that nurses & midwives should:midwives should:

1.1. Respect all service users as individualsRespect all service users as individuals2.2. Obtain consent before giving treatmentObtain consent before giving treatment3.3. Protect confidential informationProtect confidential information4.4. Co-operate with others, in a teamCo-operate with others, in a team5.5. Maintain professional knowledge & Maintain professional knowledge &

competencecompetence6.6. Be trustworthyBe trustworthy7.7. Act to identify & minimise risks to service usersAct to identify & minimise risks to service users

Equal Opportunities Code of Equal Opportunities Code of PracticePractice

This code sets out to reflect day-to-day This code sets out to reflect day-to-day practice within an organisation & tends to practice within an organisation & tends to focus on:focus on:

1.1. Staff selectionStaff selection2.2. Training & professional up-datingTraining & professional up-dating3.3. Staff knowledge & understanding of policies & Staff knowledge & understanding of policies &

proceduresprocedures4.4. Fostering positive attitudes in staffFostering positive attitudes in staff5.5. Support systems for people who use servicesSupport systems for people who use services6.6. Support systems for staffSupport systems for staff

June 2006June 2006

Describe 3 ways codes of practice help Describe 3 ways codes of practice help care workers promote quality care.care workers promote quality care.

Organisational PoliciesOrganisational Policies

These are written documents which basically lay These are written documents which basically lay out relevant codes of practice for the out relevant codes of practice for the organisation.organisation.

Many organisations give examples of the Many organisations give examples of the policies they have in their ‘mission statement’, policies they have in their ‘mission statement’, which is a document received by service users which is a document received by service users when they first enter a particular setting (eg when they first enter a particular setting (eg residential nursing home).residential nursing home).

Any organisation should have a number of Any organisation should have a number of policies to guide their care workers & inform their policies to guide their care workers & inform their clients.clients.

Examples of policies in care Examples of policies in care settingssettings

ConfidentialityConfidentiality RecruitmentRecruitment Health and safetyHealth and safety Complaints procedureComplaints procedure CommunicationCommunication Access to recordsAccess to records Moving and handlingMoving and handling Equal opportunitiesEqual opportunities

Equal Opportunities Policy Equal Opportunities Policy

This should contain the following:This should contain the following:

1.1. A policy statementA policy statement

2.2. An implementation planAn implementation plan

3.3. A section on how the policy is going to A section on how the policy is going to be monitoredbe monitored

4.4. A section evaluating the policyA section evaluating the policy

5.5. Targets & timescalesTargets & timescales set to improve set to improve future performancefuture performance

A A policy statementpolicy statement outlines the aims & outcomes outlines the aims & outcomes of the organisation in relation to the particular of the organisation in relation to the particular issue. The policy statement is linked to the issue. The policy statement is linked to the organisation’s vision/mission statement. For organisation’s vision/mission statement. For example, the policy statement of an EOP will example, the policy statement of an EOP will outline what the organisation intends to do in outline what the organisation intends to do in relation to equal opportunities.relation to equal opportunities.

An An implementation planimplementation plan will lay out how the will lay out how the organisation intends to ensure the EOP will be organisation intends to ensure the EOP will be put into practice. It clearly indicates what put into practice. It clearly indicates what methods will be implemented to monitor & methods will be implemented to monitor & measure progress & who is responsible for measure progress & who is responsible for ensuring that this does happen.ensuring that this does happen.

The section on The section on how the policy is going to be how the policy is going to be monitoredmonitored explains to staff & clients how the explains to staff & clients how the organisation is going to check that the policy is organisation is going to check that the policy is being adhered to. For example, this might be being adhered to. For example, this might be through questionnaires, inspections, complaints, through questionnaires, inspections, complaints, data on gender/ethnicity of staff etc.data on gender/ethnicity of staff etc.

The section The section evaluating the policyevaluating the policy sees whether sees whether the implementation of the policy has ensured fair the implementation of the policy has ensured fair representation from all groups in the community representation from all groups in the community & whether high levels of customer satisfaction & whether high levels of customer satisfaction exist or not. This section highlights strengths & exist or not. This section highlights strengths & weaknesses of the organisation in the area of weaknesses of the organisation in the area of equal opportunities.equal opportunities.

The final section of the policy focuses on The final section of the policy focuses on targets.targets. After evaluation, targets are set to improve After evaluation, targets are set to improve future performance. This is done within a given future performance. This is done within a given timescale.timescale.

Purpose of a policy/benefits of a Purpose of a policy/benefits of a policypolicy

When discussing any policy, it is important When discussing any policy, it is important to realise that a policy benefits to realise that a policy benefits both both the the service user (client) & the service provider service user (client) & the service provider (care worker).(care worker).

A policy is also of benefit to the actual A policy is also of benefit to the actual organisation.organisation.

Benefit to the service userBenefit to the service user

Outlines a systemOf redress

Raises their Confidence & makes

Them feel safe & secure

Outlines their rightsTo them

Informs theClient what typeOf service they

Can expect

Serviceuser

Benefit to the service providerBenefit to the service provider

Protects them in cases Of redress

Know the boundaries

Improves standardsOf care

Know how toBehave & gives

Guidance on what is expectedOf them

ServiceProvider

Benefit to the organisationBenefit to the organisation

Protection againstaccusations

Better reputation

Satisfied clients

Better qualityOf care

Organisation

Implementation of policiesImplementation of policies

It is important that organisations ensure that all It is important that organisations ensure that all their policies are being put into practice. How their policies are being put into practice. How can this be done?can this be done?

Senior management & staffSenior management & staff need to be need to be committed towards the policy. They can do this committed towards the policy. They can do this taking responsibility & be in charge of its taking responsibility & be in charge of its implementation.implementation.

A named personA named person within the organisation should within the organisation should oversee & be responsible for the policies & oversee & be responsible for the policies & ensuring they are being practiced.ensuring they are being practiced.

Staff trainingStaff training on the various policies needs to on the various policies needs to take place so that they are aware of policies, take place so that they are aware of policies, their implications & how they should be their implications & how they should be implemented. Otherwise, they will be implemented. Otherwise, they will be uninformed.uninformed.

Regular staff meetingsRegular staff meetings should take place with should take place with management & all staff members so that the management & all staff members so that the content of policies are communicated & content of policies are communicated & feedback is given. Again, this keeps staff feedback is given. Again, this keeps staff informed.informed.

How can policies be monitored?How can policies be monitored?

Any organisation can ensure its policies are Any organisation can ensure its policies are being monitored by using the following being monitored by using the following methods:methods:

1.1. Collection of statistical dataCollection of statistical data. This allows the . This allows the organisation to monitor what changes have organisation to monitor what changes have taken place through the relevant policy.taken place through the relevant policy.

2.2. Feedback from clients & care workersFeedback from clients & care workers. By . By distributing questionnaires or having a distributing questionnaires or having a comments box, people can say how effective comments box, people can say how effective they feel the policy is & if it is working.they feel the policy is & if it is working.

3.3. Staff trainingStaff training. Care workers get feedback on . Care workers get feedback on effectiveness of policies & allows them to share ideas effectiveness of policies & allows them to share ideas on how well policies are working.on how well policies are working.

4.4. Staff inspectionStaff inspection. This allows management to check if . This allows management to check if policies are actually being implemented by staff. They policies are actually being implemented by staff. They will be able to observe staff & see what is working well will be able to observe staff & see what is working well & what isn’t. They will then be able to make & what isn’t. They will then be able to make improvements for change.improvements for change.

5.5. Regular staff meetingsRegular staff meetings. Staff & management able to . Staff & management able to raise issues & share concerns about the policies & raise issues & share concerns about the policies & discuss how they could be better implemented.discuss how they could be better implemented.

Advertising JobsAdvertising Jobs It is essential that advertising is done in a fair It is essential that advertising is done in a fair

manner.manner. How can advertising promote equal How can advertising promote equal

opportunities?opportunities?1.1. Jobs should be advertised in a range of Jobs should be advertised in a range of

papers. Why?papers. Why?2.2. Jobs should be advertised in a range of Jobs should be advertised in a range of

formats. Why?formats. Why?3.3. Do not use discriminatory language. Why?Do not use discriminatory language. Why?4.4. An equal opportunities logo should be An equal opportunities logo should be

displayed along with the advert. Why?displayed along with the advert. Why?

Interviewing Procedures & Equal Interviewing Procedures & Equal OpportunitiesOpportunities

It is important that equal opportunities It is important that equal opportunities are promoted within interview procedures are promoted within interview procedures of all organisations.of all organisations.

How can this be done?How can this be done?1.1. Mixed interview panel in terms of gender, Mixed interview panel in terms of gender,

ethnicity, religion etc. Why?ethnicity, religion etc. Why?2.2. Interview times varied throughout the day Interview times varied throughout the day

& flexible. Why?& flexible. Why?3.3. Venue accessible to all. Why?Venue accessible to all. Why?

4.4. Same questions asked to all interviewees. Same questions asked to all interviewees. Why?Why?

5.5. No personal or family questions asked. Why?No personal or family questions asked. Why?

6.6. Non-discriminatory questions asked. Why?Non-discriminatory questions asked. Why?

7.7. Best candidate selected on the basis of merit. Best candidate selected on the basis of merit. Why?Why?

8.8. Interview procedure to follow organisation’s Interview procedure to follow organisation’s Equal Opportunities Policy. Why?Equal Opportunities Policy. Why?