National Standards relating to Healthcare Support Workers' in Scotland - Consultation Document

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Annex 3: Draft Induction Standards

Introduction

These standards provide the basis for the content of the induction programme for healthcare support workers which will be implemented by employers. They offer a tool that makes explicit to healthcare support workers and their employers the standards that need to be achieved through induction, and can be used to support ongoing achievement within the Knowledge and Skills strand of Agenda for Change. The standards will form an important part of the personal development planning and review processes for healthcare support workers.

Against each Public Protection Standard there is a set of relevant performance criteria. The user may find that some criteria appear against more than one standard. It is for the employer to judge whether the standards identified here are to form a cohesive package for induction or whether individual standards will be dealt with separately.

Summary table

KSF CORE DIMENSION

PUBLIC PROTECTION STANDARD

Health, Safety Security

  1. Protect service users from harm and abuse
  2. Be personally fit at work
  3. Maintain health and safety at work
  4. Assess risk associated with work
  5. Report incidents at work

Communication

  1. Practise within confidentiality and legal frameworks

Personal & People Development

  1. Personally develop - in terms of knowledge and practice
  2. Reflect on practice to enhance knowledge

Quality

  1. Contribute to team work
  2. Build 'customer' relationships
  3. Manage self as a resource
  4. Work within own limits

Equality & Diversity

  1. Practice in accordance with the equality, diversity, rights and responsibilities of individuals
  2. 'Whistle-blow' 7 in cases of harm and abuse

Induction Standards

PUBLIC PROTECTION STANDARD

KSF CORE DIMENSION

PERFORMANCE CRITERIA (adapted from Skills for Health database8)

PROTECT SERVICE USERS FROM HARM AND ABUSE

Health, Safety & Security

Recognise signs of risk

1. Seek and acquire information about:

  • factors that may cause and lead to the risk of individuals being in danger of harm and abuse
  • signs and symptoms that individuals may be in danger of being harmed or abused or, have been harmed and abused
  • legal and organisational requirements about what to do if you suspect that someone is in danger and/or has been harmed or abused.

2. Confirm your understanding and the actions you need to take when danger, harm and/or abuse is suspected or has been disclosed.

3. Identify the factors which support abusive behaviour and discuss these with colleagues and managers.

4. Examine your own behaviour and actions to ensure that they do not contribute to situations, actions and behaviour that can be dangerous, harmful and/or abusive.

5. Observe behaviour, actions and situations to ensure that all people (including any children and young people) within or entering the environment are not subject to danger, harm and abuse.

6. Identify possible sources, signs and symptoms of danger, harm and abuse.

Know what action to take

1. Work with individuals, key people and others to identify and challenge practices that:

  • may lead to danger, harm and abuse of individuals, key people, staff and others
  • are dangerous, harmful and abusive.

2. Report suspected or disclosed danger, harm and abuse to the appropriate people:

  • avoiding actions and statements that could adversely affect the use of evidence in future investigations and court proceedings
  • within confidentiality agreements
  • according to legal and organisational requirements.

3. Develop relationships with individuals so that they are able to communicate and raise concerns about possible and actual danger, harm and abuse to themselves and others.

4. Work with individuals in a way that respects their dignity, privacy and rights.

5. Ensure you are honest with individuals about your responsibilities to disclose information about potential and actual danger, harm and abuse.

6. Take appropriate action when you observe behaviour, actions and situations towards people (including any children and young people) within or entering the environment that might lead to danger, harm and abuse.

7. Challenge and raise concerns with appropriate people and organisations about practice or policies which may give rise to danger, harm and abuse.

8. Work sensitively with individuals, communicating how, and to whom, they report incidents of danger, harm and abuse.

9. Assure individuals that their reports will be listened to and dealt with seriously.

10. Respond and take immediate and appropriate action to concerns that individuals are at risk of or have been harmed and/or abused.

Protect and record evidence of harm and abuse

1. Report sources, signs and symptoms of danger, harm and abuse to appropriate people:

  • avoiding actions and statements that could adversely affect the use of evidence in future investigations and court
  • within confidentiality agreements
  • according to legal and organisational requirements and inter-agency and partnership requirements.

2. Monitor and identify any unusual and significant changes from individuals' health, cleanliness, physical care, actions and behaviour.

3. Use all available information to evaluate the concerns raised.

4. Avoid using actions and statements, and support others to avoid using actions and statements, that could adversely affect the use of evidence in future investigations and court.

5. Discuss concerns with relevant people within your organisation, within confidentiality agreements and according to legal, organisational, inter-agency and partnership requirements.

6. Contribute to, follow and work within inter-agency and partnership policies, procedures and practice for dealing with suspected harm and abuse.

7. Accurately record, report (with the times, dates and explanations), and pass on records and reports of suspicions of signs and symptoms of danger, harm and abuse:

  • avoiding actions and statements that could adversely affect the use of evidence in future investigations and court
  • within confidentiality agreements
  • according to legal and organisational requirements and inter-agency and partnership requirements.

BE PERSONALLY FIT AT WORK

Health, Safety & Security

1. Make sure that you are fit for work.

2. Report any personal episodes of illness and infection, or episodes in close social contacts, which could compromise your work to the person in charge of your shift.

3. Visit your General Practitioner or Occupational Health Service when situations occur that may compromise work.

4. Keep your manager fully informed of the need to be away from work.

5. Maintain a clean and healthy personal status.

6. Promptly resolve problems of personal hygiene before risk of cross infection can occur.

7. Ensure that all necessary health promotion schemes such as vaccination for work and social activities are taken up as advised by the Occupational Health Department.

8. Comply with national regulations related to viral antigen testing before starting and during employment when involved in exposure-prone procedures.

MAINTAIN HEALTH AND SAFETY AT WORK

Health, Safety & Security

Promote safe working environment

1. Make sure that you are aware of, and follow, organisational health, safety and security procedures before you start work.

2. Ensure that before you begin any work activities you:

  • check and use any risk assessments
  • examine the areas in which you work and any equipment you have to use to ensure that they are safe, hazard free and conform to legal and organisational requirements for health and safety
  • remove, where possible, hazards that might pose a health and safety risk to yourself and others.

3. Take account of individuals' needs, wishes, preferences and choices, while ensuring your own and the safety of individuals, key people and others when carrying out your work activities.

4. Operate within the limits of your own role and responsibilities in relation to health and safety.

5. Seek additional support to resolve health and safety problems where necessary.

6. Report health and safety issues to the appropriate people and complete health, safety and security records according to legal and organisational requirements.

Minimise risk

7. Identify and work with others to minimise potential risks in the place where you are working.

8. Ensure that your own health and hygiene does not pose a threat to others.

9. Ensure that the appropriate people know where you are at all times.

10. Check for hazards and health, safety and security risks while you are working, taking appropriate action if there is the likelihood of an accident, injury or harm.

11. Check that people who are present have a right to be there.

12. Use approved methods and procedures when undertaking potentially hazardous work activities, including:

  • using correct moving and handling techniques
  • wearing correct personal protective clothing appropriate to the situation, environment and activities
  • using and storing equipment and materials
  • dealing with spillages and disposal of waste.

13. Take appropriate and immediate action to deal with health and environmental emergencies, including:

  • fire
  • security
  • serious and minor accidents
  • first aid.

Act within limits of competence until appropriate assistance arrives

14. Summon assistance appropriate to the emergency.

15. Provide ongoing support and assistance within your own competence until someone who is qualified to deal with the emergency is available.

16. Support:

  • individuals during emergencies
  • others who may be affected by the emergency.

17. Record and report on incidents and emergencies accurately, completely, within confidentiality agreements, and according to organisational and legal requirements.

ASSESS RISK ASSOCIATED WITH WORK

Health, Safety & Security

1. Identify specific risks associated with work activities to be undertaken.

2. Quantify these risks in relation to self, patients and others.

3. Specify control measures to be taken to manage risks.

4. Identify relevant, current and accurate information regarding risks associated with work activity for all personnel involved.

5. Identify appropriate personal protective equipment for all personnel involved in specific work activity.

6. Check authority for access to high-risk areas.

7. Report potential risks immediately.

REPORT INCIDENTS AT WORK

Health, Safety & Security

1. Anticipate or promptly recognise that an incident or near miss is about to, or has occurred.

2. Identify the nature and type of incident or near miss promptly and accurately.

3. Complete the relevant incident report form at sufficient level of detail.

4. Seek advice and guidance to clarify requirements for reporting where required.

5. Submit the report in the correct format, to the specified recipients and within the required timescale.

6. Provide supporting information as requested.

7. Ensure that the incident form is correctly transmitted according to institutional practice and that relevant information reaches the right people.

8. Report or instigate action that is needed to make situations safe after an incident and to support persons affected.

9. Quarantine and clearly label equipment involved in an incident.

PRACTICE WITHIN CONFIDEN-TIALITY AND LEGAL FRAMEWORKS

Communication

1. Maintain confidentiality of patient/client information, including investigations, which may identify them.

2. Maintain systems that ensure reports are only available to the authorised recipient(s)

3. Establish the bona fides of an enquirer prior to providing any information.

4. Ensure that enquiries are routed to the appropriate person.

5. Comply with legal requirements and relevant guidelines.

PERSONALLY DEVELOP IN TERMS OF KNOWLEDGE AND PRACTICE

Personal & People Development

1. Examine how well you carry out your work activities.

2. Support individuals and key people to give you feedback on your work.

3. Identify how your values, belief systems and experiences may affect your work with individuals.

4. Identify any skills, knowledge and support that would help you to carry out your work activities more effectively.

5. Access and use appropriate support and information to improve your work.

6. Use the evaluation of your skills and knowledge to improve your work activities.

7. Work with others to:

  • identify new skills and knowledge relevant to, and which can improve, your work activities
  • access any training you may need to gain the new and improved skills and knowledge.

8. Discuss, develop and review, with appropriate people, the usefulness of the new and improved skills and knowledge to your work activities.

9. Confirm with the appropriate people that it is safe and legal before applying new skills and knowledge.

10. Use new and improved skills and knowledge that have been agreed are appropriate to your work activities.

11. Evaluate, and support individuals and key people to evaluate, if and how your new and improved skills and knowledge have enhanced your work.

REFLECT ON PRACTICE TO ENHANCE KNOWLEDGE

Personal & People Development

1. Analyse and reflect on what is required for competent, effective and safe practice, and provide active support for individuals and key people.

2. Continually monitor, evaluate and reflect on:

  • your knowledge and skills
  • your attitudes and behaviour
  • any experiences and personal beliefs that might affect your work
  • how well you practice and what could be improved
  • the processes and outcomes from your work.

3. Seek constructive feedback to enable you to develop your practice, from:

  • individuals
  • key people
  • others with whom you work or have contact within your work
  • your supervisors.

4. Identify any actions you need to take to develop and enhance your practice.

5. Identify the supervision and support systems available to you within and outside your organisation.

6. Seek and use appropriate supervision and support to reflect on and identify ways to enhance your practice.

7. Prioritise aspects of your practice that need to be enhanced.

8. Take action, with supervision and support, to access development opportunities that will enhance your knowledge and practice.

9. Review:

  • how well the development opportunities meet your practice needs
  • in what ways your practice has been improved by the development opportunities.

10. Use supervision and support to continually assess the implications from any development opportunity on your continuing personal and professional development needs.

11. Keep up-to-date records of your personal and professional development, within confidentiality agreements and according to legal and organisational requirements.

CONTRIBUTE TO TEAM WORK

Quality

Acknowledge and communicate

1. Acknowledge and take account of team member's views and opinions.

2. Communicate constructively, fairly and inclusively with team members.

3. Give accurate information to team members.

4. Ensure that other team members are aware of your activities, providing sufficient information to enable other team members to take over from you.

5. Identify and encourage good team practice.

6. Support effective group dynamics, handling team issues and conflicts constructively.

7. Report issues that you cannot resolve to the appropriate people.

8. Ensure that working practices are carried out as agreed by the team.

9. Praise team members when they have undertaken team activities effectively.

Advise and support

10. Challenge abusive, aggressive and discriminatory actions and remarks, explaining to team members the problems they may cause.

11. Ensure that any interventions with team members are handled appropriately and sensitively.

12. Offer appropriate support and encouragement to team members who are undertaking new and difficult tasks.

13. Offer sensitive and constructive advice and help to team members.

14. Offer information and advice to people in a more senior position, in a manner that is consistent with your role, and recognises the sensitivities of the situation.

15. Share information which would be of benefit to others, within confidentiality agreements and according to legal and organisational requirements.

16. Identify your own development needs for team working.

17. Identify with team members:

  • your own roles and responsibilities
  • the roles and responsibilities of other team members
  • activities to be carried out by yourself and others
  • how the activities of all members will contribute to meeting the aims, objectives, outcomes and purpose of the team.

18. Organise and carry out your agreed activities effectively.

Reflect and evaluate

19. Take into account the needs of the team, the service and the provision when considering your personal development needs.

20. Evaluate your contribution to the team and accept constructive criticism positively.

21. Reflect on how effectively you deal with conflicts, seeking support where conflicts are not within your competence and responsibility to deal with.

22. Keep effective, accurate and up-to-date records within confidentiality agreements and according to legal and organisational requirements.

23. Contribute to developing a team culture in which people can trust and rely on you.

BUILD GOOD 'CUSTOMER' RELATIONSHIPS

Quality

Build customer confidence in the level of service provided

1. Deal with your customers promptly.

2. Communicate with your customers in a way that provides confidence and reassurance in their dealings with your organisation.

3. Manage the time taken to deal with your customers in accordance with organisational guidelines.

4. Reassure your customers that you are doing everything possible to keep the

commitments made by your organisation.

Meet the ongoing needs and expectations of your customers

1. Operate within the limits of your own authority in attempting to meet your customers' and your organisation's needs.

2. Recognise when there may be a conflict between the needs of your customers and your organisation.

3. Take all reasonable actions to minimise the conflict between your customers' needs and the products or services offered by your organisation.

4. Work effectively with others to resolve difficulties in meeting the needs of your customers and your organisation.

Develop the relationship between your customers and your organisation

1. Give additional help and information to your customers in response to their questions and comments about the products or services your organisation provides.

2. Discuss expectations with your customers and explain how these compare with the products or services you and your organisation provide.

3. Advise others of feedback received from your customers.

4. Identify new ways of helping your customers based on the feedback they have given you.

MANAGE SELF AS A RESOURCE

Quality

Comply with protocols and systems designed to promote good practice

1. Identify and access full details on protocols and systems designed to promote good practice within your area of work and pro-actively maintain an up-to-date understanding associated with your role and the responsibilities related to them.

2. Comply fully with all protocols and systems that are relevant to the specific cases and contexts with which you work.

3. Recognise and challenge deviations from protocols and systems in the actions taken by others.

4. Recognise any issues or problems arising with protocols and systems which suggest they could be improved.

5. Raise any quality issues and risks with regard to protocols and systems with relevant people.

6. Promote and model good practice in the application of protocols and systems in the way you work.

7. Re-evaluate protocols and systems following change to ensure that improvements have been made.

Maintain quality within a defined role

1. Proactively maintain a clear, accurate and current understanding of the scope of your role which you are competent and authorised to carry out under specified levels of supervision, its relationship to other roles in the area of work, and how it may develop over time.

2. Keep up to date with developments in quality in your own and associated areas of work.

3. Prioritise your own workload and organise and carry out work effectively, identifying and managing any risks to quality.

4. Evaluate the quality of your own and others' work and make any necessary improvements.

5. Recognise promptly when situations arise which are beyond your competence and authority to address without additional advice and assistance.

6. Respond promptly to situations where an individual's needs exceed your competence and authority by:

  • referring the individual to the attention of appropriate other practitioners to address their needs
  • seeking and making constructive use of advice and assistance from others to ensure a satisfactory outcome for the individual.

7. Promote and model best practice in working effectively within a defined role.

WORK WITHIN OWN LIMITS

Quality

1. Identify and agree the requirements of your work-role with those you report to.

2. Discuss and agree personal work objectives with those you report to and how you will measure progress.

3. Identify any gaps between the requirements of your role and your current knowledge, understanding and skills, and discuss with those you report to a development plan to address any identified gaps.

4. Undertake the activities identified in your development plan and discuss, with those you report to, how they have contributed to your performance.

5. Get regular and useful feedback on your performance from those who are in a good position to judge it and provide you with objective and valid feedback.

6. Discuss and agree, with those you report to, any changes to your personal work objectives and development plan in the light of performance, feedback received, any development activities undertaken and any wider changes.

7. Check, on a regular basis, how you are using your time at work and identify possible improvements.

8. Ensure that your performance consistently meets or goes beyond agreed requirements.

PRACTICE IN ACCORDANCE WITH THE EQUALITY, DIVERSITY, RIGHTS AND RESPONSIBILITIES OF INDIVIDUALS

Equality & Diversity

Promote the independence of individuals

1. Respect the dignity and privacy of individuals.

2. Provide active support to enable individuals to participate and to manage their own lives.

3. Respect and promote the views and wishes of individuals, key people and others.

4. Assist and give appropriate support to enable individuals to understand and exercise their rights.

5. Support the rights of individuals to:

  • access information about themselves
  • communicate using their preferred method of communication and language
  • make informed choices and decisions about their lives and well being
  • make informed decisions about taking and managing potential and actual risks
  • regain and retain their potential to manage their lives
  • access advocacy services.

6. Support individuals to make compliments and complaints.

Respect and promote individuals' rights

7. Acknowledge conflicts between the individuals right to make choices and their responsibilities to others.

8. Seek appropriate support when there are conflicts between the individuals' rights and responsibilities.

9. Respect the dignity and privacy of individuals, and their culture and values

10. Respect and promote the views and wishes of individuals, key people and others.

11. Work in ways that:

  • recognise the individual's beliefs and preferences
  • puts the individual's preferences at the centre of everything you and others for whom you are responsible to
  • acknowledge the diversity of individuals
  • do not discriminate against any individual
  • do not condone discrimination by others.

12. Provide active support to enable individuals to participate to their utmost abilities.

13. Challenge behaviours and practice that discriminates against individuals.

14. Seek advice when you are having difficulty promoting equality and diversity.

15. Ensure that you do not act in any way that may make individuals feel inferior.

16. Ensure you are honest, trustworthy, reliable and dependable.

17. Communicate in appropriate, open, accurate and straightforward ways.

Act in line with organisational procedures

18. Act in ways that are consistent with the law, regulation and organisational procedures.

19. Explain the organisation's policies on confidentiality and complaints.

20. Maintain clear, accurate and up-to-date records.

21. Respect the individual's rights to confidentiality of information, within organisational procedures.

22. Disclose information only to those who have the right and need to know.

23. Ensure proof of identify and right to access before disclosing any information.

24. Honour your work commitments and when this is not possible, explain why.

25. Declare interests when they might influence your judgements and practice.

'WHISTLE-BLOW' IN CASES OF HARM AND ABUSE

Equality & Diversity

Support individuals and involve appropriate people

1. Find out about the individual's needs, wishes and preferences.

2. Develop appropriate relationships that enable you to carry out your work activities.

3. Support individuals to identify how they want you to carry out your work activities.

4. Provide active support:

  • that enables individuals to use their strengths and potential
  • to enable individuals to participate as much as they are able.

5. Respect the individual's:

  • choices and desire to care for themselves
  • dignity and privacy
  • diversity, culture and values.

6. Treat and value each person as an individual.

7. Work to resolve conflicts and if you cannot, you seek extra support and advice to help you meet the individual's needs, wishes and preferences.

8. Observe any changes that could affect the individual's care needs and report any observed changes to the appropriate people.

9. Work in ways that:

  • recognise the individual's beliefs and preferences
  • put the individual's preferences at the centre of everything you do
  • do not discriminate against any individual
  • ensure that the service you provide is delivered equally and inclusively.

Take appropriate action

10. Identify and take appropriate action when behaviours and practice discriminate against individuals.

11. Seek extra support and advice when you are having difficulty supporting equality and diversity.

12. Ensure that individuals have the appropriate information about how to offer comments on their care.

13. Seek and acquire information about:

  • assessment of individuals in relation to actual or likely danger, harm and abuse
  • any difference of views that affect the activities you are responsible for and how to deal with them
  • the individual's preferences, abilities and support to cope with actual or likely danger, harm and abuse
  • your specific role in protecting the individuals from actual or likely danger, harm and abuse
  • the procedures that you have to follow for working with the danger and harm to the individuals or others.

14. Clarify with individuals your responsibilities to disclose information about actual and likely danger, harm and abuse.

15. Develop trust with individuals and key people so that they are able to raise and communicate concerns about actual or likely danger, harm and abuse to themselves and others.

16. Observe any signs or symptoms that indicate that individuals:

  • have been harmed or abused
  • are being harmed or abused
  • are in danger of harm or abuse.

17. Respond to situations and behaviour in ways that avoid putting yourself and others at unnecessary risk.

18. Promptly alert appropriate people and organisations when you discover or suspect individuals and others who are in danger, within confidentiality agreements and according to legal and organisational requirements.

19. Record and report the specific activities that you have carried out to protect individuals and others from danger, harm or abuse, within confidentiality agreements and according to legal and organisational requirements.