CHCCCS011 Learner Guide V5.0
CHCCCS011 Learner Guide V5.0
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3. Provide personal support ............................................................................................................ 33
3.1 – Safely prepare for each task and adjust any equipment, aids and appliances ............................. 34
Using equipment safely...................................................................................................................... 34
3.2 – Take account of identified risks in the provision of personal support and technical support
activities ................................................................................................................................................. 35
Working around risks ......................................................................................................................... 35
Technical care .................................................................................................................................... 36
3.3 – Identify and respond to routine difficulties during support routines, and report more complex
problems to supervisor .......................................................................................................................... 38
Encountering problems with care ...................................................................................................... 38
3.4 – Identify changes in the person’s health or personal support requirements and report to
supervisor............................................................................................................................................... 39
Changing needs .................................................................................................................................. 39
Health concerns ................................................................................................................................. 40
Report to supervisor .......................................................................................................................... 41
3.5 – Work with the person and supervisor to identify required changes to processes and aids ........ 42
Equipment changes............................................................................................................................ 42
3.6 – Maintain confidentiality, privacy and dignity of the person ......................................................... 43
Privacy ................................................................................................................................................ 43
Dignity ................................................................................................................................................ 44
Confidentiality .................................................................................................................................... 44
4. Complete reporting and documentation ...................................................................................... 46
4.1 – Comply with the organisation’s reporting requirements, including reporting observations to
supervisor............................................................................................................................................... 47
Reporting............................................................................................................................................ 47
4.2 – Complete and maintain documentation according to organisation policy and protocols ........... 48
Complete documentation .................................................................................................................. 48
Maintain documentation ................................................................................................................... 48
4.3 – Store information according to organisation policy and protocols .............................................. 49
File information .................................................................................................................................. 49
Summative Assessments........................................................................................................................ 50
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Unit of Competency
Application
This unit describes the skills and knowledge required to determine and respond to an individual’s
physical personal support needs and to support activities of daily living.
This unit applies to workers who provide support to people according to an established individualised
plan in any community services context. Work performed requires some discretion and judgement and
may be carried out under regular direct or indirect supervision.
The skills in this unit must be applied in accordance with Commonwealth and State/Territory legislation,
Australian/New Zealand standards and industry codes of practice.
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Performance Criteria
Element Performance Criteria
Elements describe the Performance criteria describe the performance needed to
essential outcomes. demonstrate achievement of the element.
1. Determine personal 1.1 Review individualised plan and confirm required equipment,
support requirements processes and aids
1.2 Identify requirements outside of scope of own role and seek
support from relevant people
1.3 Consider the potential impact that provision of personal
support may have on the person and confirm with
supervisor
1.4 Consider specific cultural needs of the person
1.5 Consider specific physical and sensory needs of the person
1.6 Identify risks associated with the provision of support and
confirm with supervisor
2. Maximise 2.1 Discuss and confirm person’s own preferences for personal
participation support in a positive way
2.2 Consider and confirm the person’s level of participation in
meeting their personal support needs
2.3 Provide the person with information to assist them in
meeting their own personal support needs
3. Provide personal 3.1 Safely prepare for each task and adjust any equipment, aids
support and appliances
3.2 Take account of identified risks in the provision of personal
support and technical support activities
3.3 Identify and respond to routine difficulties during support
routines, and report more complex problems to supervisor
3.4 Identify changes in the person’s health or personal support
requirements and report to supervisor
3.5 Work with the person and supervisor to identify required
changes to processes and aids
3.6 Maintain confidentiality, privacy and dignity of the person
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Foundation Skills
The Foundation Skills describe those required skills (language, literacy, numeracy and employment skills)
that are essential to performance.
Foundation skills essential to performance are explicit in the performance criteria of this unit of
competency.
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Assessment Requirements
Performance Evidence
The candidate must show evidence of the ability to complete tasks outlined in elements and
performance criteria of this unit, manage tasks and manage contingencies in the context of the job role.
There must be evidence that the candidate has:
➢ Safely supported at least 2 individuals by performing the activities outlined in the performance
criteria of this unit. This includes following support requirements of an established individualised
plan and supporting each of the following activities:
o bed bathing
o dressing, undressing and grooming
o eating and drinking using appropriate feeding techniques
o oral hygiene
o shaving
o showering
o toileting and the use of continence aids
o using aids and equipment including devices used by the person
➢ Performed the following hazardous manual handling scenarios at least once:
o transferring a person between bed and chair
o transferring a person in and out of car
o falls recovering.
Knowledge Evidence
The candidate must be able to demonstrate essential knowledge required to effectively complete tasks
outlined in elements and performance criteria of this unit, manage tasks and manage contingencies in
the context of the work role. This includes knowledge of:
➢ Different contexts for provision of personal support and impacts on the way services are provided
➢ Role and responsibilities of the personal support providers and workers
➢ Concepts of enablement and re-ablement
➢ Legal and ethical requirements related to the provision of personal support, and how these are
applied in an organisation and individual practice:
o privacy, confidentiality and disclosure
o duty of care
o work health and safety, including manual handling
➢ Basics of:
o body hygiene
o grooming
o oral hygiene
o human body system
➢ Personal safety and security risks associated with provision of personal support and strategies to
minimise those risks
➢ Features, functions and safe use of equipment and aids used in provision of personal support and
devices used by the person including the importance of adjusting equipment and aids to the needs
of the individual
➢ Techniques for completing physical support routines
➢ Infection control procedures
➢ Organisational reporting technologies.
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Assessment Conditions
Skills must have been demonstrated in a relevant workplace that provides personal support services to
people, with the addition of simulations and scenarios where the full range of contexts and situations
have not been provided in the workplace. These are situations relating to emergency or unplanned
procedures where assessment in these circumstances would be unsafe, impractical or threatens the
dignity of the person. The following conditions must be met for the unit:
Overall, assessment must involve some real interactions with people who require personal support.
Assessors must satisfy the Standards for Registered Training Organisations (RTOs) 2015/AQTF
mandatory competency requirements for assessors.
Links
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1. Determine personal support requirements
1.1. Review individualised plan and confirm required equipment, processes and aids
1.2. Identify requirements outside of scope of own role and seek support from relevant people
1.3. Consider the potential impact that provision of personal support may have on the person and
confirm with supervisor
1.6. Identify risks associated with the provision of support and confirm with supervisor
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1.1 – Review individualised plan and confirm required equipment, processes
and aids
These documents, whether physical or digital, are personal documents and therefore have
confidentiality laws and regulations applied to them. Clients should be involved in writing and editing
the care plan and should be able to access it for their own perusal.
The plan should record the treatments and medications that the client is currently receiving and has
received in the past; any new treatments or conditions should be added to the document, along with an
action plan of how to treat it.
The plan should also cover personal preferences that are both related to the client’s medical treatment
and their general lifestyles; this can range from whether they prefer tablets or oral solutions, to what
they like to eat.
There are many aspects of personal care needs, all of which should be
covered to some extent within the care plan, so that care providers can
match their service to the client’s preferences:
➢ Personal hygiene: everyone has their own styles,
standards and routines when maintaining their personal
hygiene; this is why it is important to consult the client
on this aspect of their care:
o washing
➢ Personal appearance: again, everyone has their own distinct style and preferences.
How you look can be very important for an individual’s self-esteem and comfort:
o hairstyles
o shaving
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o make up
o skin treatments
➢ Dressing: this covers the physical ability to dress and the personal preferences of
dressing:
o dressing independently
o being dressed
➢ Mobility: this can apply to the mobility needs of the client, such as a wheelchair or
crutches and the mobility preferences of the client; for example, some people object to
being pushed in a wheelchair and would rather retain their independence:
o being handled
➢ Living environments: this tends to apply more to clients in private housing, but is still
relevant to residential clients:
o private:
▪ suitable temperatures
o residential:
➢ Meals: though meals are generally served at designated times and are pre-determined,
clients can still make some specifications about what and how they eat:
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o choice, such as different breakfasts, such as porridge, cooked breakfast, toast or
cereals
➢ Medication: this can refer to what medicines are taken and how they are taken:
o days out
Any other details, notes or specifications that you and/or the client feel are important should also be
included.
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1.2 – Identify requirements outside of scope of own role and seek support from
relevant people
Personal support
Personal support applies to a wide range of everyday tasks and general health care, such as:
➢ Assisting with personal hygiene:
o assisting with eating and drinking and the use of feeding techniques
o bed bathing
o shaving
o showering
o elimination
➢ Mobility and transfer including in and out of vehicles and falls recovery techniques
➢ Nail care
➢ Respiration
➢ Technical care activities according to the personal care support plan and organisation
policies, protocols and procedures.
These apply to the client in two ways; their need or desire for them and their preference for treatment
and management.
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When it is identified and determined that the client needs assistance with these areas and similar, their
medical treatment should be aligned with the client’s preferences, where possible.
For example, if John needs help with shaving, this support should be provided to him. John should be
asked about his preferences, such as:
➢ Are male/female nurses okay?
Asking for the client’s input and then adhering to their requirements can make a big difference to their
perception of the service; for example, a man arriving at 8AM to shave John with an electrical shaver
and leaving afterwards might be the worst case scenario for John, as he may be more comfortable with
a female assistant and may not agree with the use of an electric shaver. John may also have sensitive
skin and failure to use a moisturiser may result in his skin becoming irritated and becoming sore. If John
was consulted on this service prior to it beginning, he would be able to inform the staff of these
preferences.
For services or requests that are above your job role and level
of authority, you will need to refer the subject to the
appropriate personnel; ideally, you should record the
information and requests the client gives and pass them along
to your colleague, who will double-check these with the client.
If a strange colleague asks them how they would like the
service, they may be too shy, unconfident or embarrassed to
make specifications and simply go along with what the
colleague does, even if they are not happy with the service or
the methods used. You should inform the client that it will be
someone else doing the service, as you are not qualified or it is
not your department; this will save any surprises.
Attempting to use equipment that you are not authorised or qualified to use can have serious
consequences for both yourself, the client and the organisation.
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Administering intravenous medication:
➢ Risk to client: minor effects could be discomfort and bruising. If an air bubble is present
in the medication, this can cause an air embolism, which generally results in death or
brain damage for the recipient
➢ Risk to care provider: discipline if found to be injecting clients when unauthorised; this
can be very serious. Accountability if death or brain damage occurs; this may amount
to manslaughter and gross negligence
Aids and processes outside the skills and knowledge of general caregivers may include:
➢ Intravenous injection
➢ CPR
➢ Resuscitation
➢ Administering medication
➢ Use of ventilators.
What caregivers are trained to do will depend on their organisation and their experience. Whenever
you are confronted with something you are unfamiliar with or unsure of, you must seek appropriate
support.
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1.3 – Consider the potential impact that provision of personal support may have
on the person and confirm with supervisor
➢ Fear
➢ Disempowerment
➢ Humiliation
➢ Discomfort.
There are many negative effects that can arise, all of which can have an impact on the client’s self-worth
and quality of life.
Negative consequences most commonly arise when a client is subjected to support they do not want or
when it is delivered in a way that is not acceptable for the client, as explained in the previous section.
➢ John is not asked about his shaving preferences. This could make him feel
disempowered.
➢ John is not asked about his preferences and could become fearful of what is going to
happen.
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simple tasks like shaving or getting dressed in the mornings. The clients can become withdrawn and feel
apathetic, as they lose their independence.
While some clients are loath to receive help with simple tasks, some may take advantage of the
opportunity and become lazy and manipulative, losing their independence prematurely. For example, a
client may enjoy being bed-bathed whilst they are suffering a temporary illness or injury and insist that
they need to be bed-bathed all the time, even though they are well. This could then progress into
insisting that they also need to be dressed.
Another example would be having a care professional push their wheelchair for them, or buying a
motorised wheelchair or scooter, when they can in fact push themselves or walk short distances around
the building. Using a wheelchair when they don’t need one or being pushed around when they don’t
need to be can result in them losing the strength, motivation and ability to either walk around the
building or to propel their own chair. For this reason, clients’ needs should be assessed regularly and
they should be encouraged as far as possible to do things for themselves and to retain or regain their
independence.
The impact of providing support can also be very positive for clients; receiving help with tasks they
have struggled with or given up on can be uplifting and motivate them in other aspects of their lives.
➢ For example, Lesley, a non-resident, has stopped leaving the house because of her
difficulties with walking. She has stopped shopping, seeing her grandchildren and
attending a local activity group. She has become very depressed and withdrawn.
Assessing her needs and providing her with a wheelchair has given her a new lease of
life and she travels distances to visit her family, does all her own shopping and has
become a regular at the social club again
➢ Fran has stopped eating, having slowly cut down on her food portions. When being
asked why she was off her food, it turned out that several of her teeth were broken
and had abscesses, which made eating difficult and painful. As a result, she was
referred to a dentist, who removed her teeth and fitted dentures, which meant that
she was finally pain-free and able to eat all of her favourite foods again, including
steaks and apples.
Changes to support for clients, especially significant changes such as moving to a residential home,
receiving a new treatment or changing mobility strategies, can have an impact on clients’ lives, which
could be positive or negative. The potential impact of support should be discussed thoroughly with the
relevant supervisor, to ensure that it will be beneficial for the client in
the long run. You should also discuss strategies to support the client
through this period of change and transition, especially where
negative impacts are expected.
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1.4 – Consider specific cultural needs of the person
o some cultural groups value eye contact, while some find it uncomfortable and
aggressive
o some cultures, particularly Asian and Indian, believe that it is the responsibility
of the family to provide care for their aged members
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o members of different religions may need to attend certain events, do particular
activities or refrain from particular activities at certain times
It is important that you acknowledge and respect cultural differences and any needs and requirements
that may arise from this; this is required under anti-discrimination legislation and cultural diversity
requirements.
Where you have clients that belong to a particular culture, you should ideally make yourself aware of
things they need and what is acceptable and unacceptable for them; this will help you to avoid incidents
in which you may inadvertently offend someone. Some clients will point out their beliefs and needs, but
some may not and will expect you to know what they need and want.
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1.5 – Consider specific physical and sensory needs of the person
➢ Mobility aids
➢ Beds
➢ Breathing devices
➢ Scales
➢ Continence aids
As a care provider, you should be familiar with many of the devices and pieces of equipment used
within the care industry; for any new equipment or devices you are unsure of, the company should
provide training. You should avoid attempting to use any aids that you are unfamiliar with or unsure of;
this is to protect both you and the client.
A good knowledge of equipment and aid can allow you to advise clients on items they can use to
promote their independence, such as the availability of electric wheelchairs and riser-recliner beds.
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Assist with specific daily tasks
On a day-to-day basis you will be required to assist clients with general tasks that they may not be able
to manage themselves. These tasks are usually associated with grooming and general maintenance, but
can make a big different to the client’s health, wellbeing and happiness.
Showering
When assisting a client with showering, you first need to determine exactly how much help they need;
this information should be written in the client’s care plan; you may also want to verify this with the
client beforehand, as some clients may need to be supervised in case of a fall, whereas some may have
to be washed by the caregiver. You may need or want to wear disposable gloves.
➢ Prepare:
➢ Shower:
o ensure skin folds, orifices and similar areas are cleaned properly
➢ After:
o help apply any products the client requests or prefers, such as talc and
deodorant
Bed baths
When assisting a client with a bed bath, you should again check how much help they need. You may
only be required to help the client with bits they can’t reach, or you may have to clean their entire
bodies for them. You may need or want to wear disposable gloves.
➢ Prepare:
o collect items required, such as a bowl of water, washing products and towels.
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➢ Bed bath:
o as you wash the client, put towels under them to stop the bed getting wet and
put towels over the body parts that have been washed to stop them getting
cold
➢ After:
Shaving
Shaving should be provided in line with the client’s preferences.
➢ Prepare:
➢ Shave:
o shave the hair in the direction it grows, starting from the sideburn area
➢ After:
➢ How you dress/undress the client will vary from client to client, depending on their
preferences and your training.
➢ Any grooming tasks should be provided in line with the client’s requests and
preferences.
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Toileting and the use of continence aids
There are many different types of continence aids that clients may use; where clients use continence
aids, you should assist them in their use.
➢ Continence aids:
o bed pans
o commodes
Some of these are designed for the client to use independently, but they should still be offered
assistance and monitoring.
o wide-handled cutlery
o to prevent dropping
➢ Clothing protection:
o bibs
o double-handed cups
o covered cups
o straws
➢ Rubber placemats:
o to provide stability
➢ Bed tables:
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o so clients can eat in bed
Part of assisting clients with eating and drinking may be assessing what feeding aids may be appropriate
and useful.
Oral hygiene
This may refer to brushing and caring for the client’s teeth or dentures.
➢ Brushing teeth:
➢ Denture care:
o clean the surfaces that come into contact with the client’s gums.
Mobility and transfer, including in and out of vehicles and falls recovery techniques
Clients will often need assistance getting in and out of vehicles and getting up if they have fallen.
o Swivel seats: some vehicles designed for use with elderly and/or disabled
clients may have seats that turn to allow the client to sit or be placed into the
seat with ease. Use the same techniques you would use when transferring a
client from a wheelchair to a chair, or similar.
o Hoists: hoists are available to help you transfer a client in and out of a car and
may be used by your organisation.
o Wheelchair access: some cars, vans, buses and coaches have space for you to
wheel a client on board and secure their seat, removing the need to transfer
the client from the wheelchair to a seat and makes it easy to get them in and
out of the vehicle.
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o Sitting on the chair: more mobile clients may be able to sit on a car seat and
pull their legs in, either independently or with your support.
Falls recovery
Depending on the existing condition of the client and their condition after the fall, there are many falls
recovery techniques and classes that can be used. The aim of classes, groups and support is to help
regain confidence and to strengthen muscles and balance, wherever possible, to help prevent a
reoccurrence. You may be able to provide this service to a client who has recently fallen; you will have
to assess their condition and capability and design a regime that suits their abilities and addresses their
needs.
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1.6 – Identify risks associated with the provision of support and confirm with
supervisor
By the end of this chapter, the learner should be able to:
➢ Identify the risks associated with provision of support and discuss them with their
supervisor.
Risks
There can be several risks posed to both the client and the caregiver within the care industry. These
risks need to be assessed as far as possible, especially where there is a real chance of danger. Ideally,
your organisation should provide steps that can be implemented as a preventative measure and actions
to take in case of accident or injury.
➢ Loss of independence
➢ Medication errors.
Where there is potential for risk, either to the client or the caregiver, this should be discussed with a
supervisor. The supervisor and organisational policy may provide you with safeguarding techniques and
measures to prevent risks being realised; for example, organisations usually implement infection control
measures, manual handling training and specify that mentally unsound clients never be alone with a
single caregiver.
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2. Maximise participation
2.1. Discuss and confirm person’s own preferences for personal support in a positive way
2.2. Consider and confirm the person’s level of participation in meeting their personal support needs
2.3. Provide the person with information to assist them in meeting their own personal support
needs
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2.1 – Discuss and confirm person’s own preferences for personal support in a
positive way
Client preferences
Clients have the right to assert their preferences about any aspect of their care, whether they are in
residential or private accommodation. Clients should be given the opportunity to make decisions and
voice their preferences wherever possible.
When clients have preferences that are applicable to a situation, they should be confirmed with both
the client and the supervisor, where required.
Client preferences, requests and stipulations should be recorded in their notes; this ensures that their
preferences are not overlooked, misunderstood or miscommunicated; for example, if a client states that
they would like to be woken early in the morning so that they can listen to a radio show or watch a
television show, this message may not reach the person on duty in the morning if it is only mentioned
verbally, or the caregiver forgets to
pass on the message.
As explained previously in this unit, clients should be consulted as much as possible on aspects of their
care and lifestyle; this empowers them and allows them to live more comfortably and happy.
Over time, it is good practise to confirm that clients’ preferences are still accurate:
➢ Do they still prefer to see Dr Jack?
Unless clients inform you of changes directly, their preferences may have changed without you
knowing; they may now dislike Dr Jack, or hate the bingo club or feel ready for an electric wheelchair,
but haven’t been forthcoming about their feelings.
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Having their particular preferences recorded and accessible allows you to provide a more friendly and
personalised service, even if the care worker has never worked with a particular client before. By
consulting their notes, they are able to see that they prefer to be called a nickname, hate people
touching their shoulders and can’t take tablets. This means that different carers can avoid making
mistakes and making the service seem impersonal by having to ask many questions.
Confirming procedures
As explained previously, it is important to discuss aspects of care with the client receiving it, in order to
include and involve them and to allow them to specify their preferences.
It is important to confirm procedures with the clients before they are implemented; this may involve:
➢ Explaining what the procedure is
➢ Confirm that the client understands and that they are happy.
It is also good practice to recap the procedure immediately before the procedure, so that the client is
prepared and knows what to expect. Explaining what is currently happening and what is about to
happen can also be reassuring and beneficial for the client receiving the treatment and will allow them
to make any specifications, if they desire.
➢ More complex:
o operations
o treatments
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Examples of the above
Dressing the client: “Is it okay with you if we get you dressed and ready now, Mrs Rogers?”
➢ Explaining what the procedure is: “right, I’m just going to get you dressed.”
➢ Explaining why the client needs it: “so you’re ready when you son comes to pick you
up in half an hour.”
➢ Explaining what will happen during the procedure: “I’m going to start from the
bottom and work my way up, starting with your socks and underwear, then your
trousers, shirt and jacket.” “I’m going to put your socks on now.”
➢ Asking if the client has any preferences: “would you prefer trousers or a skirt today?”
“Would you like the white shirt or the blue shirt?” “Do you want your cardigan on now,
or would you like to take it with you for later?”
➢ Answering clients’ questions and addressing their concerns: “is there anything you’re
worried about or unsure of?” “Of course it’s no trouble, I’m here to help you.” “No, we
won’t let a male dress you, it will always be me, but Sarah will do it on my days off.”
➢ Confirm that the client understands and that they are happy: “are you happy for me
to get started now?”
Going to the doctor: “I’m going to make you an appointment with Dr Jack to get that rash looked at.”
➢ Explaining what the procedure is: “we’re going to go in the car to the surgery so that
Dr Jack can have a look at that rash and give you some cream to make it go away.”
➢ Explaining why the client needs it: “because you’ve had that rash for a couple of days
now and we need to find out what it is so we can treat it and it will stop itching and
irritating you.”
➢ Confirm that the client understands and that they are happy: “Are you happy with
this?” “Would you like me to change anything?”
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Confirming details and plans for procedures, no matter how simple, can be reassuring for the client and
also gives them the chance to have their say on anything. Even if clients do not ask questions or make
stipulations, they will generally appreciate the fact that you went through the plan and confirmed
details with them, rather than just going ahead and doing it.
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2.2 – Consider and confirm the person’s level of participation in meeting their
personal support needs
Client participation
Different clients will have different levels of participation in meeting their personal care needs.
➢ Identifying needs
➢ Retaining independence.
You can gauge and assess the client’s level of participation in meeting their personal care needs by:
➢ Assessing their ability to contribute towards decisions
Clients should be offered opportunities to get involved with their care and decisions wherever possible;
determining their level of participation and ability will help you to help them make plans for their
futures and to assess and prepare for their future needs.
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2.3 – Provide the person with information to assist them in meeting their own
personal support needs
Providing information
In order to understand their conditions and make the best decisions for themselves, clients need access
to information about their care needs and health requirements. This can enable them to prepare for the
future and feel more comfortable and confident about any changes they should expect.
Where you have identified that a client would benefit from accessing some information, you should
assist them.
This may involve sourcing the information for them, such as by:
➢ Downloading information
➢ Arranging meetings
When clients understand their own needs and what can be done, either by themselves or by carers,
they will be much more able and informed in helping to meet their own care needs.
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3. Provide personal support
3.1. Safely prepare for each task and adjust any equipment, aids and appliances
3.2. Take account of identified risks in the provision of personal support and technical support
activities
3.3. Identify and respond to routine difficulties during support routines, and report more complex
problems to supervisor
3.4. Identify changes in the person’s health or personal support requirements and report to
supervisor
3.5. Work with the person and supervisor to identify required changes to processes and aids
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3.1 – Safely prepare for each task and adjust any equipment, aids and
appliances
These may:
➢ Need specialist training or qualification to use/do
➢ Be client-operated
➢ Be carer-operated.
In any case, anyone using these items or methods needs to be properly trained in using them, including
what to do if things go wrong.
Where you are using these or a client is using them, you need to understand the process or
equipment is being used correctly and safely; failure to ensure this can result in:
➢ Breakage of the equipment
➢ Infection
Where you or a client are using a process or piece of equipment, you should have been properly trained
in its use. This enables you to understand what is right and what is wrong; where things are being done
wrongly, either by accident or intention, you need to address the issue, before any negative
consequences can arise.
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3.2 – Take account of identified risks in the provision of personal support and
technical support activities
➢ Behaviours of concern
Clients who are considered to be at risk need further support and to have their needs considered when
support is being provided for them. Some clients may need to be treated by more experienced staff,
especially those who have a history of, or are likely to become violent towards themselves, other clients
and their caregivers.
Some clients may need additional support to help them come to terms with and cope with their
conditions; where there are behavioural changes or self-neglect or harm issues, the client may need
help dealing with a personal problem.
Changes to health status need to be addressed by a health professional and their care adapted
accordingly to support them through these difficult times.
➢ Inadequate security.
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These can be present in both residential care homes and private homes, though residential care homes
are required to provide a safe living and working environment for staff and clients. Where a client’s
home is seriously substandard, to the extent that it poses a very real danger to them, for example,
repeated slips and trips, difficulty navigating furniture, etc., then steps should be taken to either adapt
the home or to move them to more suitable accommodation, for their own protection.
When clients are discharged from a hospital or similar care facility, a home check will usually be carried
out; poor and unsuitable accommodation will mean that the client will not be discharged.
Where clients are unwilling to move or to address their circumstances, you should explain to them how
dangerous it can be for them if they fall and there’s no-one there to help them or that they could
become ill from the heat or the cold.
It is within your duty of care as a care provider to ensure that your clients are living in suitable
accommodation.
A client’s social right can be infringed if a carer or their care-providing organisation ignores their rights
or fails to meet their care needs. This includes abuse and neglect, but also refers to other incidents and
scenarios, such as the client not being fed properly, not being washed properly and having their privacy
breached. In these instances, the client has the right to make a complaint about their care to an
authoritative body, which may help them decide a course of action.
Technical care
You may need to provide support with technical care activities for clients.
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➢ Application of prostheses
You also need to carry out these tasks in line with organisational
policy, following any procedures that are specified.
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3.3 – Identify and respond to routine difficulties during support routines, and
report more complex problems to supervisor
Where difficulties arise, you should document what the problem is, why you are having it and how this
could affect the client. You should then consult your supervisor to resolve the issue, in line with
organisational protocols.
For example:
➢ A female client is refusing to be washed or assisted with personal hygiene or grooming.
o if she is not washed, she could experience skin irritation and conditions and
become unpleasant to be around the other clients
o if you speak to the supervisor, they may identify that the problem lies with
male caregivers, and therefore arrange for a female caregiver to attempt to
wash the client
➢ A new client has had both of their legs amputated above the knee. Because of this, it is
hard to lift the client to manoeuvre them into bed and into vehicles.
o because of the difficulty lifting the client safely and securely, staff are
apprehensive about lifting the client and it is impossible to get them in and out
of the bathtub, sit them securely on a shower chair and transfer them into
company vehicles
o you approach the supervisor about this and it is agreed that the organisation
will purchase a specialised hoist for these tasks
You should always discuss difficulties with both the client and a supervisor; this will allow you to
determine a solution that is suitable for the client and meets organisational protocol.
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3.4 – Identify changes in the person’s health or personal support requirements
and report to supervisor
Changing needs
Clients’ needs will change as they age and as time passes. You will generally be able to identify these
through your relationship with the client, though sometimes the client may need to report a change or a
need to you so you can adapt their care appropriately.
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o emails.
Your organisation may have guidelines in place about how you should contact supervisors and report
such changes; where these are in place, you should follow them to ensure that you message is received
and dealt with in a timely manner.
Health concerns
You may identify health concerns related to individual clients through the course of your work.
Variations to a client’s health generally signifies that their care needs to be adapted or monitored,
whereas concerns need to be addressed with the client and a supervisor.
➢ New requirements:
All of the above may be a cause for concern. Changes in behaviour can be a sign of a deeper issue and
should always be monitored and investigated in order to find out the cause; a client who is off their
food may be suffering from an eating disorder, may be having trouble eating physically or may be self-
neglecting. A lack of motivation and significant changes in their preferences and lifestyle can be a sign of
withdrawal and apathy.
You do not necessarily have to identify what the change may symbolise or mean, just noticing a
variation is important and should always be reported so it can be monitored and investigated.
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Report to supervisor
Any variations and concerns in a client’s behaviour should be reported to a supervisor so that
appropriate steps can be taken to care for the client.
o telephone call
o face-to-face
➢ Written:
o reports
o case notes
o care plans
o notes
o emails.
Your organisation may have guidelines in place about how you should contact supervisors and report to
them; where these are in place, you should follow them to ensure that you message is received and
dealt with in a timely manner.
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3.5 – Work with the person and supervisor to identify required changes to
processes and aids
By the end of this chapter, the learner should be able to:
➢ Discuss and identify any changes to process and aids with the person and supervisor.
Equipment changes
From time to time, you may identify the need to change the processes and aids used in your workplace.
In these instances, you will likely have to work with both clients and staff to determine a suitable
adaptation.
Many changes will be related to breakages of equipment or the need for new equipment; for example,
if a hoist breaks, you will need to source another one that meets the needs of the clients.
Another reason for equipment evaluation would be to access a more suitable aid, such as particular
continence aids for clients or specific feeding equipment to suit needs.
Discussing these changes with clients can ensure that you source equipment and adapt processes to suit
their needs, whilst the supervisor will be aware of the organisational policy and budgets. Working
successfully with both should allow you to adapt the service to suit everyone.
There are several ways in which you can identify these needs:
➢ When a client tells you: for example, if the continence aids used in your workplace are
not suitable for the clients, they may tell you. They may tell you or ask directly for an
alternative, such as “I’m struggling with the bedpan, would it be possible to use
continence pants instead?”
➢ Through observation: you may notice that clients are struggling to use the current
bedpans and decide to review this
➢ Through asking clients: you may approach them and ask why they are struggling with a
particular thing and what can you do to make this better for them?
➢ Through experience: you may know that the hoist is broken or that the bedpans are
awkward to use
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3.6 – Maintain confidentiality, privacy and dignity of the person
Privacy
Privacy is applicable to many aspects of a client’s life and care.
➢ Restricting access to records and information about the client to appropriate personnel
Providing clients with as much privacy as possible will have a significant impact on their happiness
and self-worth and make life in a residential home much more agreeable and attractive; having the
privacy and opportunity to do things also encourages and provides levels of independence that clients
may not necessarily expect:
➢ A care provider asking permission to go through their wardrobe can grant clients a
degree of autonomy, self-worth and independence, even if they are being dressed.
➢ Knocking before you enter a room and awaiting an invitation inside will show clients
that they have much more autonomy and respect than having them walked in on with
no warning.
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➢ Providing clients with a private room where they can take or make phone calls will
show them how much privacy they have and allow them to retain some of their
identity and independence.
Dignity
Clients have a right to dignity, which means that:
➢ They should be valued as people and as individuals
➢ Treat them as people; listen to what they say, take it seriously and don’t talk down to
them in a simplistic manner
➢ Don’t draw attention to the fact that they need additional help
➢ Don’t point out weaknesses or inabilities
➢ Be sensitive and discreet; try to understand how they are feeling
➢ Carry out personal care in a dignified and professional manner
➢ Never talk about the client as if they are not there
➢ Afford them independence; don’t automatically do everything for them, as this
suggests that you think they are not capable of doing it for themselves
➢ When promoting independence, you must always be patient
➢ Be enthusiastic about your work; it’s not a chore
➢ Be poker faced; don’t show that you are nauseated by a bad smell or shocked when
you see something. Respect how the client feels.
Your organisation may have its own code of conduct regarding treating clients with dignity, which may
include things you must do and things you specifically must not do.
Confidentiality
Confidentiality is required by law in certain respects; the privacy of patient and client records is the
most important aspect of confidentiality in the care industry. Failure to maintain privacy of customer
records is punishable by law and organisations can be sued by the patient.
Confidentiality covers:
➢ Physical privacy of patients in facilities, such as surgeries, hospitals and residential care
homes
➢ Controlling/not sharing records
➢ Monitoring access to records
➢ Disclosure to third parties:
o employers
o other patients and family members
o insurance companies
➢ Use of audit trails to monitor who has accessed
medical records and when
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➢ Encrypting electronic records
➢ Protection of Personally Controlled Electronic Health Records (PCEHR)
➢ Not selling or communicating data to pharmaceutical companies.
Confidentiality laws apply to discussing clients’ conditions and treatment with other people; you need
to be aware of the legislation around this and apply it to your discussions. Generally, clients must give
their permission for you to contact others about their medical details and you can only discuss their
conditions with identified close family members, such as spouses.
Some information must be stored appropriately in line with confidentiality laws and organisational
procedures, such as:
➢ Financial information
➢ Healthcare/medical records
➢ Personal details.
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4. Complete reporting and documentation
4.1. Comply with the organisation’s reporting requirements, including reporting observations to
supervisor
4.2. Complete and maintain documentation according to organisation policy and protocols
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4.1 – Comply with the organisation’s reporting requirements, including
reporting observations to supervisor
Reporting
There are certain things that need to be reported in the care
industry, such as:
➢ Accidents and injuries
➢ Clients’ progress
➢ Mandatory notification.
These examples and similar are likely to have information and evidence gathered by a care provider,
which is communicated to a supervisor, for record-keeping or for action to be taken.
Where you are required to do this, it is important to follow organisational procedures; this ensures
that:
➢ Reports are received correctly
➢ Reports are in the appropriate format and include all required information
You will have the company’s expectations made clear to you before you complete any reports or have
to report something. If in doubt or unsure, double-check with a supervisor or colleague.
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4.2 – Complete and maintain documentation according to organisation policy
and protocols
Complete documentation
As explained in the previous section, reports need to be completed in line with organisational
specifications; this includes the formatting and how you submit it.
This applies to all documentation used in the workplace. A uniform approach to completing
documentation ensures that documentation can be easily accessed and read by everyone.
Organisational policies and protocols are implemented to ensure that this is the case for as much
paperwork as possible and can benefit everyone involved.
Maintain documentation
Maintaining documentation generally applies to the way information is presented and the way it is
stored. The previous sections have covered various elements of presenting information, in line with
organisational requirements and procedure.
When documents and reports have been composed and submitted, they need to be filed and stored
properly, ensuring that confidentiality requirements are met, where applicable. These standards should
be specified and implemented by the organisation and the supervisors responsible for this.
➢ Physical folders
➢ Filing systems.
You should also be aware of legislation that may apply. For example, in some areas, reports and
documents regarding client accidents, injuries and treatments are required to be stored for a certain
amount of time before it can be destroyed, so that it can be referred to or used as evidence. Conversely,
there may be a time limit on how long you can store certain pieces of information, such as financial
information, before it must be destroyed. These requirements, where applicable should be made clear
to anyone with these responsibilities.
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4.3 – Store information according to organisation policy and protocols
File information
As explained in the previous section, there are particular specifications made about the storage of
reports, documents and information. These may be made by the law or the organisation; both should
be adhered to and organisational specifications should meet
legislative requirements and stipulations.
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Summative Assessments
At the end of your Learner Workbook, you will find the Summative Assessments.
This includes:
➢ Skills assessment
➢ Knowledge assessment
➢ Performance assessment.
This holistically assesses your understanding and application of the skills, knowledge and performance
requirements for this unit. Once this is completed, you will have finished this unit and be ready to move
onto the next one – well done!
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