Why it is important for a social care worker to seek feedback on performance

Feedback is a way to receive appreciation for the service we  provide. The only way we can be aware of the quality of our work is by obtaining feedback. It helps one to be more effective on their job. It also helps us to identify our strengths, skills, learning and development needs within our service provision. We can use feedback to identify our learning and development needs to improve our practices. If feedback doesn’t meet our expectation, then we should work on areas, need to improve our practices, and adhere to learning new skills in order to improve quality of service. Hence, we constantly require seeking feedback from service users, relatives, social service, manager, assessor, mentor and other professionals. Without obtaining feedback it will be unknown to us whether services we provide are meeting expectation or not.

By Md Foisal Miah Talukdar

Explain how people may react and respond to receiving constructive feedback

Constructive feedback is essential to improve professional development which increases the effectiveness of the service. It helps social care worker to identify areas of knowledge and skills development. Everyone thinks they are doing very good job until their work is evaluated by other professionals. We all expect to receive good feedback on our service. When we receive criticise of our work, some of us may react defensively. They may counterattack or try to blame others. Some of us may try hard to change the subject or reluctantly accept the blame and promise to improve. In worst scenario, some may become very emotional or flee.

By Md Foisal Miah Talukdar

Explain the importance of reflective practice in continuously improving the quality of service provided

The only way is to know by evaluating our existing practice, whether there is any need to improve quality of service or not. When we reflect on our own practice, we analyse our own work to find out areas we need to improve our knowledge and skills, which helps to improve quality of not only the service but also the service user’s life. The process to reflect on our own practice involves the following –

1)    What did we do?

2)    What we are doing?

3)    Is it meeting service standards and individual and others expectation?

4)    What went well?

5)    Why do we do it this way?

6)    Can we do it different way by maintaining or improving standard?

If we do not reflect on our practice, many errors and omissions may go undetected. We may also not know whether our current practices are meeting the standards or not. Therefore, we require continuous review of our own work and think effectively to bring any changes which can improve the quality of service.

If we reflect on our practices, we may bring some changes after evaluating, which can not only improve the quality of services but also the individual’s quality of life.

By Md Foisal Miah Talukdar

Explain what reflective practice is

Reflective practice is scrutinizing of your own practice for identifying areas you need to improve including knowledge, skills and quality of service which promotes professional development. It is a process of thinking of your own practice, by reviewing positive and negative aspects of your work, which influences and improve quality of service and individual service user’s life. Reflective practice is a way to identify areas for professional and service development.

By Md Foisal Miah Talukdar

Explain the main points of agreed procedures for handling complaints

Complaint and compliment is vital part of any business ethics. It is also a way to know how your business is perceived by customers and what more needs to be done to improve the business operation. Main points of agreed procedures for handling complaints are explained in below -

Handling informal complaint: An informal complaint can be verbal or non-verbal. It can be dealt with formally or informally depending on severity of issue.

Handling formal complaint: Formal complaint must be submitted in written format with complainant’s name, contact details, signed and dated.

Acknowledgement Letter: Acknowledgement letter must be issued upon receiving any formal complaint.

Time-frame: Complaint must be dealt within 14 working days. Seek advice from our complaint helpline.

Decision Letter: Decision letter must explain our appeal procedures including Directorial review.

By Md Foisal Miah Talukdar

Describe how to manage risks associated with conflicts or dilemmas between an individual’s right and the duty of care

It is a crucial part of this job role, to face dilemma regarding the balance between duty of care and an individual’s right. An individual’s choice and independence may clash with the choice and independence of others. An individual’s choice may pose risks or potential risks to themselves and others. In these situations, you may have a great deal of dilemmas to overcome. Using your best judgement, you must have to act upon individual’s best interests. You may not be in a position to take best interests decision, but you may involve sharing your concerns and dilemmas with manager or other professionals who will be taking individual’s best interest’s decision. If you do not share your concerns with responsible professionals, then individual may suffer significant harm, or put them at risk for the lack of sufficient vital information while they are making individual’s best interest’s decision.

Example: Mr X, who is suffering from dementia and very disoriented, living in a residential care home. He very often tries to escape the building to go out himself as part of his rights of free movement. By knowing that he is not capable to do so safely because of his current diagnosis, I would have to propose alternative which is least restrictive and safe for him to enjoy outdoors.  

By Md Foisal Miah Talukdar

Explain what it means to have a duty of care in own work role

‘Duty of care’ is a legal obligation of your role within the organisation you are working for. It means you have been appointed to carry out your duties in accordance with policies and procedures and national care standard framework, by safeguarding individuals, enabling their choices and managing risks.

Duty of care informs us how to carry out our duties according to all policies and procedures that serves to individual’s best interest. Having duty of care in our own work role, helps us to protect individual service user as well as ourselves from harm and abuse. The organisation also has a duty of care to ensure all legislations are in practice and care standards are maintained.

By Md Foisal Miah Talukdar