pg.

3
Introduction
For this assignment I will be looking at a health and social care service and see if and how it provides
a positive care environment for its service users. I will be doing this by researching and visiting a care
environment. I have chosen Sandholme Fold in Hipperholme, West Yorkshire, which is a residential
home that is also skilled at looking after individuals suffering with dementia. To find out if they
create a positive care environment for their service users I will have to find out how the service
meets their needs by the tasks required. The care value base is one of these. It is put in place to
ensure a safe and comfortable environment with carers that service users can trust and rely on. The
services users need to know their rights and those rights need to be supported this is important
because the service users need to feel welcomed and safe. Sandholme Fold may have barriers that
might stop certain groups of individuals from using their service. These barriers need to be identified
and tried to be overcome. It is essential that all residential care environments follow certain laws
and policies. This is to make sure that the service users will be provided with the best care possible
and that all staff are adequately trained. Service users need to feel like they are able to complain
about issues they may have, proper procedures should be put in place and all complaints should be
formally recorded and appropriate actions are taken. To make sure a positive care environment is
being provided Sandholme Fold should make sure that all service users health and care needs are
met and are treated with dignity and respected. This is to ensure that the environment is calm and
one where service users feel at home.
The Care Value Base
The care value base is a set of values which promote good practice within a health and social care
setting. It gives carers a set of principles and values that they can use while working with service
users. COLLINS AS HEALTH AND SOCIAL CARE
The care value base includes the following:
Confidentiality
According to the AZ of Health and Social Care, confidentiality means keeping private information
secure and is only available for those who have permission to access it. This usually just service users
and the carers who are in direct contact with the service users care. In a care setting keeping
service users information confidential is very important, as they have duty to provide the best
possible care. If service users know that their private and personal information is safe and secure
then they will build up trust with their care giver and feel more comfortable, therefore receiving a
better quality of care. If confidential if information is shared with anyone else then this will have a
negative effect on the client as they need a care practice they can rely on and trust. This could also
make a service user feel like they arent important and not respected. Confidentiality is a legal
requirement and there is Data Protection Acts (1998) put in place to try and keep individuals
information confidential. Confidentiality is important in a residential setting, like Sandholme Fold
because some service users are vulnerable as they are suffering from dementia and their families
need to be sure that their information will remain private. This is because service users need an
environment in which they can feel safe with carers that will do everything possible to keep their
information confidential. The home does this by promoting the Data Protection Act (1998) as in their
We welcome your feedback leaflet it states that: The personal information you provide to us will
pg. 4
be processed in accordance with the principles of the Data Protection Act 1998.(See appendix 1)
This shows service users that the service follows legislation in order to keep their information
confidential.
Effective Communication
Effective communication is dependent on various factors. Some factors enhance communication and
others inhibit it.-AZ HEALTH AND SOCIAL CARE Effective communication is important in a care practice
because service users need to know important information without any confusion. Also, service
users need to provide care givers with effective communication, so they understand their problems
and needs; this makes sure that they can provide the best possible care. If effective communication
doesnt take place then patients could feel like they might not feel able to talk to their carer about
problems or issues they may have due to fear of being misunderstood. This could prevent them from
getting help with something, like going to the toilet or medication that they need. Effective
communication is essential in Sandholme Fold as service users need their preferences to be
understood when creating a care plan with members of staff to ensure that they get the lifestyle
they want. A way members of staff at Sandholme Fold ensure this is to be polite and respectful
when providing care for their service users this helps get information across effectively because if
someone is respectful someone will be more likely to listen to them (see appendix 12 page 1,
evidence is highlighted). The Care Quality Commission found that staff listened to what people
were saying about their care and treatment(see appendix 12);this promotes effective
communication because if a member of staff listens to services users then they will be able to
support their needs properly.
Anti-Discriminatory Practice
Anti-discriminatory practice: action which is taken to prevent discrimination against people on the
grounds of race, class, gender, disability, sexual orientation etc. It promotes equality-AZ HEALTH
AND SOCIAL CARE This practice is put in place so employees and service users dont have to worry
about being judged or disrespected because of who they are. This is important in a care practices
because service users should be made to feel welcome and cared for; they also should be given
equal opportunities to ensure they feel like they are being treated as an individual. Service users
should not be victimised against and shouldnt be made to feel like they are not wanted. If one client
is favoured over another then they could be made to feel unimportant and insignificant. All
members of staff should be treated and respected equally, no matter what their status, gender, age,
culture or race. If discrimination is thought to be happening or has taken place it should be reported
and challenged.
Sandholme Fold has policies and procedures in place for staff to follow so that they can recognise
and deal with any abuse that their service users have become subject too. For example, they have
devised their own policy called Our Philosophy (evidence in appendix 7) which is a set of
statements that make sure service users are being treated correctly. Another example of policies
and procedures the home has in place is adult protection and safeguarding. Members of staff at
Sandholme Fold learn to follow these through attending local authority courses (see evidence in
appendix 12) these procedures are important to make service users feel more comfortable in their
surroundings and are not being singled out. As residents at Sandholme Fold are aged 65 and over,
some service users are vulnerable and members of staff could belittle them and make them feel
pg. 5
insignificant. Although, this is not the case, a user of the service said that the staff dont treat you
like a child- Evidence available in appendix 10 (DVD). It is important that members of staff have
respect for the service users and do not treat them like they are children just because of their age;
they should be treated like adults. A way Sandholme Fold makes sure that service users are not
discriminated against because of their age is to ensure that the staff are polite and listen to what
service users want in relation to their care. (Evidence of this is available in appendix 12)This helps to
make service users feel valued and treated as individuals.
Empowerment
Empowerment is encouraging an individual to make their own decisions and make their opinion
heard, this allows them to feel like they are in control of their life choices. AZ HEALTH AND SOCIAL CARE
Empowering service users is essential for an effective care practice because it makes a service user
feel involved in their care and is able to contribute ideas and responses. Giving patients choices and
the chance to voice their opinions increases their self-esteem and confidence because they feel
more able to make their own decisions. If a care practice doesnt empower their service user then
they will feel like they are unable to ask questions or input their opinion in important decisions
about their care. Therefore they will feel like there are not in control over their own life and their
wants and desires arent valued. In a residential setting, like Sandholme Fold it important that
service users are made to feel empowered, how the carers do that is to encourage and promote
service users to make their own decisions. When the home had an inspection from the Care Quality
Commission they said that they were able to see from service users records that people and their
relatives involvement in making choices on their care and treatment options. They also said that
managers hold regular meetings and service users have the opportunity to comment on the
services provided. This evidence shows that service users are encouraged to make their own
decisions involving their care and their opinion and input is valued. (Full Care Quality Commission
report available in appendix 12)
Respect for Individual Choice
According to AZ Health and Social Care respecting individual choice means treating people as
individuals and allowing them to make their own decisions, their decisions should be respected even
if they arent agreed with. This is important in a care practice because not all service users want or
need the same type of care, so by treating patients as individuals and making sure their choices are
heard and also respected provides a more efficient care for service users. If service users choices
werent respected then they would feel like they arent able to make their own choices and their
individuality have been ignored. In Sandholme service users are encouraged to follow their own
interests and hobbies, this will make service users feel more independent and able to make their
own choices. It is important not to force service users to take part in activities, so they are always
given the choice. Another way Sandholme Fold respects individual choice by giving a selection of
flexible care packages to ensure that service users are living the lifestyle they desire. In fact
according to the information booklet peace of mind with anchor care homes service users are
encouraged to choose how their care is planned and delivered. So then each service user will be
able to have a personal lifestyle plan which then enables staff to provide individual care (booklet
available in appendix 5- evidence highlighted). As Sandholme Fold allows service users to bring their
own furniture it gives them the choice of how they would like their room to look. A service user said
pg. 6
that this allows them to be an individual rather than just being a resident in a home (evidence
available in appendix 10-DVD).

Identity
Identity is a persons understanding of his/her self in relation to other people and society.-AZ
HEALTH AND SOCIAL CARE. Respecting someones identity in a care practice is important because a
patient wants to feel themselves rather than be stereotyped. Just because some service users
belong to the same ethnic group or social class etc. doesnt mean that they have them same identity
or want the same care. They need to be treated as individuals by being valued and respected.
Service users at Sandholme Fold decorate and furnish their own room, so that they are personalised
and reflect their personalities. This will help a service user feel like an individual rather than labelled,
for example all old people have the same style and opinions. A case a member of staff gave on their
introduction DVD (available in appendix) was that if a service user was used to going to a football
match every Saturday then the service would arrange for that to happen to ensure that, that service
user had identity and not presuming that they had the same wants and desires as everyone else.
Another way Sandholme Fold promotes identity is by providing its service users with a hair salon,
this is listed in the Welcome to Sandholme Fold (available in appendix 4) booklet under Facilities
this allows them to choose how they would like their hair instead of everyone in the home having it
cut the same giving service users their own physical identity.
Culture and Belief
Culture is a way of life, every society has a culture and most are different. Culture includes the
language, customs, lifestyles and social norms. Beliefs are attitudes and values that people live by,
they could be religious but they dont have to be. AZ HEALTH AND SOCIAL CARE Culture and beliefs need
to be respected in a care practice, even if they are not agreed with. This is important because service
users need to know that their culture and beliefs are going to be taken seriously and are going to be
taken into consideration when their care or treatment is being decided. If a member of staff ignores
a service users culture and beliefs this could cause stress and emotional upset because they will be
made to feel like their way of life isnt understood. The way Sandholme Fold meets service users
culture and beliefs is to provide regular religious services to make sure that service users needs are
fulfilled, making them happier (evidence that the service provide religious services is on their
website- http://www.anchor.org.uk/our-services/service-
search/Pages/ServiceDetailDescription.aspx?ServiceId=1345&SID=1534227)
The care value base is vital at Sandholme Fold to ensure that service users are getting the best care
possible, this is to make them comfortable and at home in their surroundings. If the care value base
wasnt put in place service users at Sandholme Fold wouldnt feel valued or respected, as not only
their care needs but personal preferences would be ignored.



pg. 7
Rights
Every service user has rights that they are entitled to and must be taken into consideration in a care
environment. All service users should be treated the same and given care or treatment they need, as
this is in their rights. Some examples of rights are:
Education
Education is a right that everyone has. An education authority has a duty to provide full-time
education for children aged 5 to 16. -
http://www.adviceguide.org.uk/scotland/education_s/education_school_and_pre_school_educatio
n_s/education_choices_from_5_to_16_scotland.htm as it is compulsory. Service users have a right
to suitable education, meaning that is has to be appropriate for their age and adapted if they have
educational needs. Also, they are entitled to a say in where they would like to be educated, it is
against their rights to be forced to go somewhere else. Education can take place in informal
settings, such as leisure clubs. In a care setting education is important because it keeps service users
stimulated and gives them something to do, without some form of education they would become
bored. Another type of education is educating service users on their care and informing them on
how to take care of themselves, this is important in a care setting like a doctors surgery because
service users need to know how to meet their own care needs if they are suffering with a disease
like diabetes. Without this education they could become ill and dependant on others. In Sandholme
Fold education takes place through activities and day trips (a list of activities is available in appendix
8). In the Welcome to Sandholme Fold (appendix 4) booklet it says that the home also has a mobile
library on hand; this will benefit service users because they will be able to develop their knowledge
and skills. It will also help to keep their mind stimulated and active.
Healthcare
The National Health Service in England provides free healthcare for all, based on need, not on ability
to pay.- THE DEPARTMENT OF HEALTH (http://www.dh.gov.uk/health/category/policy-areas/nhs/ ) The
NHS provides a range of different services depending on what your care needs are. There are three
different types of care previsions these are: primary care which is normally a GP, secondary care this
is offered through hospitals and tertiary care this type of care is offered by special hospitals that just
focus on a certain disease or illness, like cancer. It is important in a care environment that
healthcare is provided and service users are made to feel comfortable in their time of need. AZ
HEALTH AND SOCIAL CARE Healthcare is important in a residential home, like Sandholme Fold because
some of the service users suffer from dementia. Advanced dementia training is given to staff to
ensure they are able to provide a range of care in different situations. Sandholme Fold provide a
Dementia Care booklet in their introduction pack (see appendix 3). This gives potential residents
information on how they care for their service users suffering from dementia. Some of the things
they do to provide the best healthcare are use colour experts, dementia specialists and their own
knowledge to help provide a specially adapted environment that fits individual health and care
needs. This helps service users to do things for themselves instead of relying on others. For all
patients there is a GP and chiropodist on request, dentists and opticians visit the home and district
nurses, physiotherapists and holistic therapists can be arranged if needed. It is important that the
service users know that these are available so if they have a health problem they can ask a specialist
pg. 8
care provider and do not have to suffer. Sandholme Fold makes sure that service users know that
these are available as the information is provided in the introduction pack (the information pack is
appendix 1-10).
Confidentiality
Confidentiality is an important right because it ensures that service users information is kept safe.
Service users information should remain on a need to know basis. AZ HEALTH AND SOCIAL CARE There
are a number of legal protections in place to ensure the confidentiality of personal and care-related
documents. In a care setting in order to make service users feel like they can share information
rooms should be kept private and carers should remain professional. In a care environment
confidentiality is key because service users can be vulnerable and they need surety that their
information with be safe. Carers at Sandholme Fold have files for each service user which prevents a
mix up of information. A way Sandholme Fold protects service users confidentiality is by promoting
the Data Protection Act 1998. The evidence I found of Sandholme Fold implementing this act was in
their We Welcome Your Feedback leaflet (see appendix 1) which says that they only share
individuals information for the correct purposes. The other evidence I found was on the Anchor
website (http://www.anchor.org.uk/Privacy) this informs individuals who wish to use their website
of what they will do with their information and what they will do to protect their personal
information. It is important to inform individuals of where their information will go and who will be
able to access it; this is because they might not want certain people to see their confidential inform
and if it was to be leaked it would be a breach of their confidentiality and the Data Protection Act.
Then individuals, including service users wouldnt be able trust the service, therefore, their quality of
care will be affected.
Advocacy
According to the AZ Health and Social Care advocacy is a procedure whereby a health and social
care worker can speak or act on a clients, service users or patients behalf. The role of an advocate
is to ensure that a persons rights and interests are represented.
(http://www.devon.gov.uk/advocacy.htm) This website states that there are five different types of
advocacy, these are:
Talk for yourself. (Self-advocacy).
Ask a volunteer to talk for you.
Ask a legal expert, such as a solicitor, barrister or legal advice worker. They can also speak
for you at a tribunal or in court. (Legal advocacy).
Join a group. The group can work together to support and speak up for you and other people
who have similar concerns. A group can express your point of view in places such as
committees, forums and meetings.
Ask a person who has had a similar experience to you to talk for you. (Peer advocacy).
At Sandholme Fold carers are always available to speak to service users about any issues they have
and provide helpful information. In a report compiled by the Care Quality Commission (available in
appendix 12) they found that members of staff were aware of policies and procedures and
understood how to report and recognise abuse. This is important as some service users at
pg. 9
Sandholme Fold suffer from dementia, making them vulnerable and need someone to stand up for
their rights. If staff were not aware of how to deal with abuse then service users rights would be
ignored. Service users are able to stand up for their own and others rights as the Commission of
Social Care found out in their inspection of the home (see appendix 13). They do this by nominating
a Residents Representative this individual finds out the views of others in the home and then these
get shared in a meeting. This allows service users to get their views heard and listened to by staff at
Sandholme Fold.
Redress
Redress is making amends by obtaining compensation or justice.-COLLINS AS HEALTH AND SOCIAL CARE.
It is important that redress is put in place in every setting this is because it makes service users feel
like they are able to complain about their needs not being met. In a care environment service users
need to be able to complain to ensure that they can receive the best care possible but when service
users complain they shouldnt have to feel like they are being judged or not taken seriously, service
providers should remain professional deal with the complaint seriously. Sandholme Fold provides
leaflets telling service users the process which they would have to go through if they wished to
complain (available in appendix 1). The leaflets are distributed at the reception, so they are easily
accessible. This will make service users feel like they are able to complain and wont be frowned
upon if they do so. I found that in the Care Quality Commission report (available in appendix 12) that
complaints will be then formally recorded then reviewed and the appropriate action will be taken.
Redress needs to be in place to make sure service users and their families feel like their complaints
will be listened to, taken seriously and then resolved.
Privacy
According to the AZ Health and Social Care privacy is: one of the principle needs of a patient or
client who is being looked after by health or social care workers. Clients may occasionally need time
to be alone and have some time to sort out their affairs. Privacy is fulfilled by having an area where
service users can be alone and not be disturbed. In a care setting privacy vital when dealing with
confidential information, meaning when care givers are providing care to service users it should be
done in a private room away from everyone else to help them feel comfortable and safe. The
introduction booklet says that Sandholme Fold provides its service users with privacy by giving them
their own room some with en-suite this gives them their own space where they can spend some
time alone (see appendix 4).
Choice
Choice means giving service users a variety of different options and allowing them to make the
decision rather than being pressured. AZ HEALTH AND SOCIAL CARE Giving service users choice in a care
setting is necessary to enable the setting to provide a good quality by giving them choice on things
like on how they would like to be cared for will empower them and build their confidence and self-
esteem. Sandholme Fold promotes individual choice by giving their service users plenty of different
choices on how they are cared for and what lifestyle they wish to lead they do this by allowing them
to input their own opinions and desires. Another way they promote choice is by giving service users
different types of activities (examples of activities available in appendix 8) and letting them decided
whether or not they want to take part. When the Commission of Social Care held there last
pg. 10
inspection service users said that: they able to do what they wish, when they wish.-evidence in
appendix 13 (page 14 info highlighted) Providing individual choices is vital in a residential setting
because service users need to feel comfortable and in control of their lives in order to receive a
better quality of care. If they werent able to make their own choices then they would pressured into
things they are not happy with which would make service users feel unhappy and vulnerable. At
Sandholme Fold service users are not pressed into taking part in activities if they do not want to,
although they are encouraged. According to the DVD (appendix 10) included in the introduction pack
service users are able to choose when then go out and are allowed to go whenever they please,
giving them freedom. This is essential because service users need to be able to decide for
themselves when would like to go out otherwise they could feel trapped. This also increases their
independence.
Independence
Independence is being able to do things alone without any assistance. AZ HEALTH AND SOCIAL CARE A
care environment should promote independence by making sure that service users are allowed to
do things alone this will help to build their confidence and self-worth as they will realise that they
can do things without any assistance. An example of independence is the service users at
Sandholme Fold are encouraged to pursue their own interests and hobbies. Independence needs to
be promoted because service users need to feel able to do things alone this will increase self-
esteem. If service users cannot certain things independently they might feel like an annoyance or
burden to the carers.
All of the above need to be followed in care environments this helps to create a positive atmosphere
and ensures that service user needs are met. If they are followed then it will make service users feel
more comfortable and respected. Also, they will have more trust in carers suggestions and ideas
which will lead to a better care plan.
Overall, I think that Sandholme Fold tries to meet the rights of their service users by providing them
with access to a range of facilities and information. For example, the home provides service users
with a list of activities (see appendix 8) this gives service users: choice, independence and education.
As they are given different types of activities that they are able to decide alone which one they
would like to participate in and during that activity they are learning something new. If this was not
available then the rights of service users would not be met. It is not just activities and facilities that
help meet the rights and needs of service users, it is providing them with a: warm, safe and friendly
environment-(Appendix 5)that helps to make them feel welcome and at home.






pg. 11
Barriers
difficulties which are experienced by clients and service users in terms of access to health and social
care services which they need. These can be due to a number of factors:
Physical access
Financial access
Location
Psychological factors
Culture
Non-provision of services
Lack of knowledge and information - AZ HEALTH AND SOCIAL CARE
Emotional
An emotional barrier is anything to do with an individuals thoughts and feelings, not everyone has
the same feelings towards health. So, one thing could prevent an individual from accessing a service
whereas it would not stop another. COLLINS AS HEALTH AND SOCIAL CARE Care environments should take
into consideration service users emotions to provide positive care. An example of an emotional
barrier would be when a carer does something to upset a service user, like making fun of them. This
would cause a service user emotional upset they would also have a loss of trust in the care provider
and this means their quality of care will be affected. In Sandholme Fold one of their emotional
barriers is the fact that the service manager of the home has changed more than once since the Care
Quality Commission last visited (see appendix 12). This would affect service users because they could
have built up an emotional bond with them. Also, the new service manager could do things
differently i.e. different routines causing service users stress. Sandholme Fold could overcome this
barrier by making sure new members of staff provide the correct care and do not change the way
service users are cared for. They could also get know the service users to forms bonds which will
help them to feel comfortable.
Geographical
Geographical barriers are based on location and where a care environment is situated, sometimes
they are not easily accessible. COLLINS AS HEALTH AND SOCIAL CARE A positive care environment needs
be easily accessible so that family and friends are able to visit on a regular basis. If it was in an
environment away from everyone and everything thing then service users would feel lonely and
isolated, as it would be difficult to leave due to lack of bus and train routes. Sandholme Fold does
not have any geographical barriers because it is easily accessible and it is a near a town and many
different facilities (see appendix). Although, on their website or information pack it doesnt state any
bus or train routes potential service users and their relatives could use. Sandholme Fold could
overcome this by providing bus and train routes for the service users and their families or they could
direct them to the Metro website (http://www.wymetro.com/BusTravel/bustimetables/500)where
all buses coming to and from Hipperholme and stated. For some of the bus routes through
pg. 12
Hipperholme a map is provided (see image below) this shows passengers where the bus goes.
Sandholme Fold could provide service users and their families with these maps so they know where
and when the bus comes, therefore making it easier for them to access the service.



Language
Language is the development of communication, i.e. being able to communicate with others in a
way that they understand. This can involve using sounds, signs and symbols.- AZ HEALTH AND SOCIAL
CARE Language barriers can be a huge problem in care environment. A language barrier is when
people cannot communicate effectively with each other; this could be for a number of reasons like a
difference in language or a hearing impairment. It is important that service users are understood
because if not their care needs cannot be met. When I rang up Sandholme Fold and I spoke to the
receptionist and she spoke English as her first language which is important because most service
users will also have English as their first language. Also, on their induction booklet is says that it is
available to print in different languages which shows that they respect the difference of language
(this will be highlighted in appendix 4). Most care environment does suffer from a language barrier
because most members of staff will not be able to speak every language, so at some point language
will become barrier. If a potential service user who did not speak English acquired about wanting to
access Sandholme Fold they would not be able to, as I did not find any evidence of Sandholme Fold
employing interpreters or translators. Therefore, Sandholme Fold is not making their service
accessible to all. A way to overcome this barrier would be to hire an interrupter so if a service user
did not speak English they would still be able to access the service. However, The Guardian found
that interpreters can charge around 36 an hour which could have financial implication for the
residential home.
Communication
Communication is the passing of information it can be between individuals or groups. AZ HEALTH AND
SOCIAL CARE In a care setting communication would be either between staff or service users and staff.
There are different ways to communicate. It is important that when talking to different service users
in a care environment that the right type of communication is used so they are able to understand
clearly. Poor communication in a care environment would affect service users because they
wouldnt know what was going due to staff and carers not keeping them informed or giving them
the wrong information leading to service users feeling confused. Service users can be vulnerable and
need clear and precise information to ensure they feel safe and well cared for. The residential home
pg. 13
Sandholme Fold has some barriers to communication as some staff told the Care Quality
Commission that the communication between members of staff has been poor (see report in
appendix 11) and have not been receiving training to keep their care practice up to date. This will
affect service users because if members of staff arent in control and cannot communicate with each
other properly then service users will become confused. I think this could be overcome by making
sure if a new member of staff joins the team then they should be fully briefed on how care is
provided within the home. Sandholme Fold could also make sure that staff have a plan and
communicate with each other properly so they know what is going on.
Physical
A physical barrier is anything that stops someone from physically accessing somewhere, for example
narrow corridors would prevent a wheelchair user from getting around a building. In a care
environment physical barriers can be a problem because simple things like no car park access can
stop service users from being able to access their service therefore they cannot any care let alone a
good quality of care. COLLINS AS HEALTH AND SOCIAL CARE My service, Sandholme Fold does have some
physical barriers. The Care Quality Commission (see appendix 11 for Random Inspection Report) said
Sandholme Folds dementia unit there is a lack of space because there is only one communal room
which all the service users can use for things like activities which can become quite cramped when
all residents are using it. The room also got quite warm during the day which needed to be
monitored by staff. This would affect service users quality of care because they might not want to go
in that room because it is too cramped and warm making them feel uncomfortable forcing them to
spend more time in their room, as this is the only alternative space, excluding the hall ways. Service
users would also miss out on activities because this where most of the activities take place. Service
users might feel socially isolated and lonely. I think to improve this Sandholme should provide
alternative space for service users to go and improve the ventilation.
Organisation
Organisational barriers are difficulties experienced by workers within health and social care
oragnisations. These include:
Having to meet unrealistic deadlines and targets
Having to work within restricted resources, i.e. budgets.- AZ HEALTH AND SOCIAL CARE
In a care setting it is important that carers are well organised and demonstrate good organisation
and communication within a team to provide effective care for service users. Organisation can
become a barrier when staff does not communicate with each other this is because structure is
important in a care setting and service users need to know what is going on. For example, having set
times for meals and activities, without this service users wouldnt be able to plan their day and
wouldnt know when and where to go for meals and activities. They would also miss out on
socialising with friends during mealtimes and activities.
Another organisational barrier would be opening times and visiting hours. If care environments
opening times are unsuitable for example they do not stay open late then service users could miss
out on getting to see their family which could cause them emotional upset and stress, also making
them feel lonely and isolated. Sandholme Fold does suffer from some organisational barriers in a
pg. 14
Care Quality Commission report (see appendix 11) it says that the communication between staff is
poor and their training has not being kept up to date. It is important that staff training is kept up to
date, so that they can provide good quality care to service users. It also says that when staff first
joined they werent given full induction training (evidence available in appendix 11). This could put
the service users at risk as the new staff wont know what they doing and wont know how to
provide proper care and could cause harm and upset to service users.
Another organisational barrier Sandholme suffers is that some of the service users care plans were
incomplete. This is a barrier because the carers wont what type of care certain service users need
because it wasnt written down. This will affect service users because their health and happiness
could be put at risk.
The residential home could overcome these barriers by making sure that all staff training is up to
date and when new staff join they are given full training and support so that they can then provide
safe and positive care to service users. Sandholme Fold did manage to overcome this barrier as I
found in another report done by the Care Quality Commission (see appendix 12) they found that:
training is available to staff through the corporate e learning and via attendance at local authority
courses. Members of staff at Sandholme Fold were also to explain the Mental Capacity Act and
knew how to recognise and report abuse. This provides evidence that staff at Sandholme Fold are
fully educated and qualified, so will be able to give effective care to service users.
Financial
A financial barrier is when money prevents an individual from using a service. Financial barriers are
common in care settings as lot of them are run by private companies and not the National Health
Service (NHS). COLLINS AS HEALTH AND SOCIAL CARE In a care environment having to pay fees can put a
lot of strain on a service user because they might not have much money and be frequently worrying
about how they are going to pay. Also, it might make them feel like a financial burden to their
relatives. Financial costs might prevent potential service users from using the service, so therefore
they have to go somewhere else where they dont receive a sufficient quality of care. Sandholme
Fold does have a financial barrier as service users have to pay to live there. The cost ranges from
595-620. This is a financial barrier because moving to a residential home can be stressful and if
service users have to worry about paying they wont be able to relax and enjoy the years ahead. A
way Sandholme could try and help service users is to set up a payment plan, so they dont have to
worry about paying and can just enjoy living there. In their induction pack Sandholme includes a
leaflet that informs potential service users and their families about paying for care and how to go
about it (see appendix 2). Sandholme is a non-profit (evidence of this is available in appendix 10-
DVD) organisation this means that all the money goes back into the service users to help provide the
best care possible.
It is important that Sandholme Fold tries to overcome these barriers to try and create a positive care
environment, service users should be made to feel welcome and not that like they are unwanted.
Service users want to feel comfortable in a care environment and not like they are an annoyance.
This will affect their quality of care because they might not feel able to ask for care.
A way Sandholme Fold tries to overcome barriers is by providing a leaflet that allows service users to
tell the service their suggestions to try and improve their service (see appendix 1). Letting service
pg. 15
users have their opinion gives Sandholme Fold accurate information of what could be improved this
is because service users get to see what goes on around the home compared to managers.
Although, there is always going to be a barrier of some kind preventing someone from accessing the
service as it is very difficult to cater for everyones individual needs.
























pg. 16
Positive Care Environment
A positive care environment is a service that provides efficient and appropriate care for its service
users. In a care environment it is important that every feature of a service is delivers positive care.
Staff are one of the main components to a positive care environment as they are involved directly
with service users care. A care environment should try and prevent discrimination and promote
service users wants and beliefs.
In a care environment staff are crucial because they provide support and care to service users. Staff
should be friendly and make everyone feel welcome this will help to make them feel wanted and
that they are able to talk to carers about any troubles they may have. Staff should also remain
professional this is because service users are more likely to build up trust with a member of staff
who is professional which will help to create a more positive care environment because service users
will receive a better quality of care. If staff were not friendly then the quality of care would be
affected because they are the main providers of care, service users would feel unwanted and
disrespected as their needs would be ignored.
Sandholme Fold provides intensive training for all members of staff to certify that they can provide
adequate care, this involves completing an NVQ qualification and a series of courses- see Welcome
to Sandholme Foldbooklet (appendix 4). Members of staff at Sandholme try to empower service
users by giving them choice of how they would like to be cared for. For example, when I visited the
home, service users where given the choice of a bath or shower. The managers at Sandholme Fold
regularly have meetings with service user and their relatives this is done because it gives them the
opportunity to share their opinion on the services provided (see Care Quality Commission report-
appendix 12) This helps to create a positive care environment because if service users are not happy
with the care they are receiving they are able to discuss it with the manger and then they can try and
resolve the issue.
An Organisation needs to be set out to make it easy for service users to access to help create a
positive care environment. Service users should be able to use facilities in within the service without
having to ask. If a care environment wasnt well organised service users wouldnt be able to receive
affective care. The residential home Sandholme Fold was very well organised. The reception area
was clear with leaflets that provided information to service users and their relatives; this included a
complaints leaflet and a newsletter. It is important that these are made available so that service
users feel like they are able to access them. There was also a notice board with all the activities that
are available for service users to participate in (for more evidence of this see the Commission for
Social Care report in appendix 13). This allows them to choose what activities they would like to take
part in, whereas if the activities where not displayed service users wouldnt know when the activities
where and wouldnt be able to organise their day around them. There was an office at the reception.
This is where all of the confidential information will be kept in order to keep it safe and secure. To
help create a positive care environment it is important there is someone in reception to greet
service users and answer the phone. This is essential because service users and potential service
users need to know that there is someone who is always available to talk to and make them feel
welcome.
Sandholme Fold sends an induction pack to potential service users informing them about the service
and how it provides care for its users. It is important for them to know information about the service
pg. 17
because they can then decide if the service it suitable for them. This is why Sandholme Fold includes
a check list (see appendix 6) within their induction pack so that potential service users can find out if
the home will be able to meet not only their care needs but make them feel at home. The layout of
Sandholme Fold was simple and clear; each room was labelled and had a picture to help service
users find their way round. This is especially helpful for those service users suffering from dementia
because pictorial signs enable residents to orientate themselves DEMENTIA CARE (see appendix 3).
The corridors were wide so individuals with disabilities where able to access every part of the
service.
Discrimination is the act of prejudice against a person because they have a certain set of
characteristics. Discriminated characteristics can include disability, age, gender reassignment,
religion, race, sex and sexual orientation-(http://www.barrierbreakers.com/blog/definition-of-
discrimination).
To create a positive care environment all service users should be treated equally and their rights
should be promoted and not be ignored. It is important that service users are made to feel equal
because then they will feel wanted and important. If discrimination takes place in a care
environment it should be reported and dealt with, if it wasnt then service users would feel
unimportant and that I was ok for people to miss treat them. Anti-discriminatory care practice is put
in place to promote equality and try and avoid forms of prejudice. The Collins Health and Social Care
AS textbook says that the anti-discriminatory care practice can be achieved by:
Developing a personal awareness of how your own and other peoples prejudices reveal
themselves
Developing greater self-awareness and tolerance of differences
Adopting a non-discriminatory approach to language (using non-sexist, non-racist and non-
disablist words and phrases, for example)
Committing to the care value base
Working within the legal, ethical and policy guidelines set by legislation, professional bodies
and employers.
Following these in a care environment like Sandholme Fold is important because all service users are
different and have individual care needs. The staff should make sure that service users are
respected and are being treated equally.
The way Sandholme fold tries to achieve the anti-discriminatory care practice is by speaking to
service users in a polite, respectful and encouraging manner. (appendix 12) And listening to their
care needs and act upon these appropriately-(appendix 12) By doing this staff at Sandholme fold
are treating service users equally and valuing them as they are not using any language that may
offend them or make them feel worthless. By listening to their care needs they are showing
tolerance of differences because different service users have different needs. The home has policies
in place to help prevent discrimination. These are:
Adult Protection and Safeguarding
Policies and procedures to help them recognise abuse and report it
Mental Capacity Act.
pg. 18
By having these in place it shows that the residential home thinks about its service users and their
needs.
For evidence of these policies and procedures see appendix 12, evidence is highlighted.
In a care environment it is important that service users norms, values and beliefs are promoted this
will help to create a positive care environment.
Norms are behaviour patterns that members of different groups are expected to follow, norms can
differ between groups. In a care environment members of staff might presume that all of the service
users have the same norms because of something like their age group. This would affect a positive
care environment because service users wont feel welcome as their norms are being ignored.
In Sandholme Fold service users norms are promoted in order to create a positive care
environment they do this by give them choices of how they want to live, so the service users can
carry on as normal and not have to adapt their lifestyle drastically. They do this by allowing service
users to furnish their own rooms so service users have their own belongings to help them to feel at
home. A service user at Sandholme Fold said that the most important thing was for the service to
feel homely: the care is excellent, the food is good, we have entertainment during weekdays and
above all it feels like homequote from Welcome to Sandholme Fold booklet (appendix 4).
Socialisation is important within a care environment as it allows service users to learn about
themselves and others around them. Socialisation happens throughout life and it is essential as it
influences how attitudes, beliefs and values are developed. Socialisation helps to create a positive
care environment because if service users are able to socialise with each other and carers they are
more likely to be happier and feel better about themselves, this is because others can empower and
boost confidence of individuals. Sandholme Fold give service users plenty of opportunities to
socialise with each other, carers and relatives. The care environment provides activities such as
skittles and bowls (see appendix 8 for full list of activities) this allows service users to form
relationships with each other which can help to improve their social communication skills. If service
users were not given opportunities to socialise with each other they could become lonely and
socially isolated. Service users need to be able to socialise with their relatives in order to maintain
close bonds and friendships. Sandholme allows relatives to visit any time and join service users for
meals (evidence of this in appendix 10-DVD) This is essential because service users to need to feel
normal and at home, so being able to socialise with relatives gives them a sense of normality,
especially to new service users.
All care environments need to follow policies and procedures to help a service create a positive care
environment. Judy Richards and Sue Ford, authors of AZ handbook Health and Social Care say that
polices are statements which are written to describe how an organisation intends to function in
terms of good practice.
In Sandholme Fold adult protection and safeguarding policies and procedures are implemented for
staff to follow. Safeguarding training is given to staff through corporate e learning and local
authority training courses. Safeguarding means protecting individuals from harm or abuse
Sandholme does this because they have adult protection and safeguarding policies in place (see
appendix 12) These policies and procedures need to be in place in order to create a positive care
pg. 19
environment they help service users to feel safe and protected from harm. Every care environment
should have some sort of safeguarding policy because without one it would make service users
vulnerable and more at risk to insufficient care.
Risk assessments are procedures which look at risks and hazards within a service. The assessment
should look for hazards, assess who may be harmed, calculate the risk, record findings and review
the risk and put precautions in place. Risk assessments are important within a care environment
because they try and prevent carers and service users from suffering from harm and without risk
assessments individuals could be at risk of injury or even death. So, risk assessments allow service
users to be able to access a care environment safely. My service, Sandholme Fold includes risk and
holistic (care) assessments in service users care records. This includes potential risks to service users
safety and daily activities for example, falls, movement and handling and nutritional balance.
Recording and implementing this kind of information helps to create a positive care environment
because it helps to keep service users safe from harm and evaluates how service users are being
cared for. If service users were not receiving sufficient care then this would be record and then the
service would try to overcome it.
Sandholme Fold also have local systems in place to monitor problems that have had an impact on
service users well-being, this tries to prevent any harm coming to individuals. (see CQC report-
appendix 11)
Most effective care environments will try and follow a set of policies or promises to try and ensure
that service users receive the best quality of care possible. Sandholme Fold includes a list of
statements informing individuals of their approach called Our Philosophy (in appendix 7) in their
information pack. This includes how service users needs will be met by following six principles:
Respect for each individual and his/her personal background and culture.
Enabling residents to continue their chosen lifestyle
Offering individual residents opportunities for new friendships and experiences within the
community life of each home
Listening and responding to the views and comments of residents, relatives and friends
Providing personal care that is discreet, sensitive and appropriate to the needs of each
individual
Giving residents a real say in the running of their home
Having a set of principles is important within a care environment, like Sandholme Fold as it gives the
staff a framework in which to follow to make sure that they can provide the best possible care.
Carers should stick to these principles when providing care for service users as it will contribute to a
positive care environment.
When I visited the service, Sandholme Fold I did see evidence of their philosophy being used. For
example, the service users where able to do what they liked, this meant that they were able to
continue their chosen lifestyle allowing them to feel at home. I also experienced service users
participating in activities with members of staff. This gives them the opportunity to make new
friends and become active because if the home did not provide these opportunities service users
would become bored and under stimulated.
pg. 20
The Commission of Social Care also found evidence of their philosophy being used. When service
users are being helped by members it is done privately, this respects service user dignity (see
appendix 13, evidence is highlighted on page 11). They also found that: help is offered and given in
a discrete way. Residents who due to their method of eating or the effects of disability are helped to
retain their dignity and sense of self-esteem in a way, which is not demeaning- COMMISSION FOR
SOCIAL CARE (appendix 13, evidence highlighted on page 15) This proves that they follow their
philosophy as one aims is to: Provide personal care that is discreet, sensitive and appropriate to the
needs of each individual. Which they do as they take into consideration service users self-esteem
which is important because if they decreased service users self-esteem in any way they would not be
providing a positive care environment.
Their philosophy also includes who will be treated and supported by their manager. An example is
training and education enabling our necessary caring skills to be put into practice. It is essential that
the staff are encouraged and supported by their manager because this gives members of staff
confidence and reassurance which they need to be able to provide positive care to residents at
Sandholme Fold. If training and support were not provided to staff they wouldnt be able to care for
service users as effectively therefore putting service users health and happiness at risk.
Care environments have to have policies and procedures in place to protect their service users as
some individuals are vulnerable and cannot protect themselves. An example would be the Mental
Capacity Act. The Alzheimers Society states that the Mental Capacity Act is a law that protects and
supports people who do not have the ability to make decisions for themselves. Sandholme Fold has
this policy in place because some of the service users there suffer from dementia which leaves
individuals unable to do things for themselves. When a member of staff makes a decision for a
vulnerable resident it must be in their best interests and supported by relatives. Members of staff at
Sandholme were able to explain the Mental Capacity Act to the Care Quality Commission when they
inspected the home, it is important they are able to do this because then they are able to apply to
different situations they may face.
To conclude, I think that all of these factors do make Sandholme Fold a positive care environment
this is because they all promote the rights and needs of their service users. It is important that all of
the factors are implemented because otherwise the service would not be effective as service users
would not be provided with what they need. For example, if the home was not well organised
service users would not have any structure or set meal times or activities just by not being
organised. Sandholme Fold is able to follow and provide service users with a range of different
policies and facilities in order to make them feel welcome. When I visited the service I saw evidence
of this, staff were welcoming and friendly and the home was well organised with set rooms for
different purposes which gave service users the structure and freedom they needed.





pg. 21
Legislation
The Disability Discrimination Act 1995 and 2005
The Disability Discrimination Act is put in place to ensure that disabled people are respected by
being treated equally and fairly. According to the Good Practice Guide
(http://www.iprow.co.uk/gpg/index.php/Disability_Discrimination_Acts_-_summary) the acts place
duties on providers of goods, facilitates and services and make it unlawful for a service provider to
discriminate against a disabled person:
By refusing to provide (or deliberately not providing) any service which it provides to other
members of the public; or
By providing a lesser standard of service for disabled people.
This then allows individuals suffering from a disability to access any service they may need without
being judged or belittled. This act is important within a health and social care environment as many
individuals suffer from some sort of disability. With 10 million people living with a disability in Britain
laws for disabled people have to be enforced within a care setting. The website AStepForward
provides some examples that care environments can provide for their service users, these are:
Ramps
lifts in a building with multiple floors
Widened doorways
Making an effort to even out floors
Clearing corridors of obstructions (this is also important for health and safety and fire
regulations)

My service, Sandholme Fold supports the Disability Discrimination Act by providing wheelchair
access this allows service users who use a wheelchair to access the service without any difficulties, if
this was not provided the service user could suffer a loss in self-esteem and feel discriminated
against. The residential home also provides a lift and wider corridors allowing service users to get
around the service and not be restricted to a certain areas. This will have a positive impact because
they will have easier access to things, like activities. Assisted showers, baths and toilets are provided
throughout the home, so that service users with disabilities are able to easily go to the bathroom.
The facilities mentioned are listed on their website: http://www.anchor.org.uk/our-services/service-
search/Pages/ServiceDetailDescription.aspx?ServiceId=1345&SID=1534227 Another thing
Sandholme Fold does to ensure this act is followed is by treating service users as individuals and not
singling anybody out, this is important within a care environment as all service users need to feel
wanted. From the Care Quality Commission Report (http://www.cqc.org.uk/statement/04/295060) I
found that the service have individual care plans for each service users at the home identifying any
changing health conditions of service users which could affect their ability to access the service. Also,
everyone within the service has access to health care professionals, such as general practitioners.
This lets everyone in the homes needs to be met without anyone being singled out because of a
disability the may have. It also shows that Sandholme Fold it willing to provide specialist health
pg. 22
professionals for example, speech therapists to help provide the best care possible individually for
residents rather than being generic.
NHS and Community Care Act
According to AZ handbook of Health and Social care the NHS and Community Care Act is to do with
reforms of the NHS and social care services. The main areas covered by the act are: local authority
community care plans, assessment and care management, purchasing, providing of health and social
care services, GP fund-holding, community care reforms and NHS reforms. This Act sets a standard in
which care services have to treat and care for service users no matter what the circumstances. This
means that they will be treated individually and not be discriminated against. If a care environment
didnt support the NHS and Community Care Act they would ignore service users civil rights.
Sandholme Fold has care records of all service users in their care home these include detailed
information of their health, emotional and social needs. This helps to ensure that all service users
are given the correct treatments and care in the best possible way. The home provides a quality
assurance programme (see CQC report-appendix 12) this is monthly care plan reviews which makes
sure that services users are receiving adequate care that meets their needs. The service also
provides access to health care professionals so service users can receive the right type of care when
they need it. Having these types of structures in place provides evidence that Sandholme is
promoting the NHS and Community Care Act which is important as it their responsibility to ensure
their service users are treated correctly.
Human Rights Act
The Human Rights Act protects individual rights and freedoms that they are entitled to under the
law. The Human Rights Act is essential within a care environment because it helps to protect service
users rights which helps to guard them from any kind of harm. On the Equality and Human Rights
Commission website (http://www.equalityhumanrights.com/human-rights/what-are-human-
rights/the-human-rights-act/) they include some fundamental rights that individuals in the UK have
access to; these are the rights that I think are appropriate within a care environment:
Freedom from torture and inhuman or degrading treatment
Right to liberty and security
Freedom of thought, belief and religion
Protection from discrimination in respect of these rights and freedoms
In Sandholme Fold the promotion of the Human Rights Act is completed in a range of different ways.
Firstly, the service provides private and secure rooms for its service users; this allows them to have a
space which is theirs. The service supports service users beliefs and religion by providing religious
services and meetings. It is important that Sandholme provides this for their service users because it
is their human right and they do not want to be prevented from following a religion as this is
discrimination. Another way Sandholme Fold supports the Human Rights Act is by allowing service
users to have an active role within their care in the home the home. By doing all this is lets service
users to feel in control of their lives this will help them to feel happier and more at home.
Care Homes for Old People National Minimum Standards 2003
pg. 23
The National Minimum Standards for Care Homes for Older People focus on achievable outcomes
for service users that is, the impact on the individual of the facilities and services of the home. The
standards are grouped under the following key topics, which highlight aspects of individuals lives
identified during the stakeholder consultation as most important to service users:
Choice of home
Health and personal care
Daily life and social activities
Complaints and protection
Environment
Staffing
Management and administration -
http://www.dh.gov.uk/prod_consum_dh/groups/dh_digitalassets/@dh/@en/documents/di
gitalasset/dh_4054007.pdf
Within a care environment it is important that service users receive all of the following to create a
positive care environment. This is because giving them choices in their care and lifestyle allows them
to feel more independent and in control of their future. Sandholme Fold supports this Act as it
promotes all of its service users by providing:
Choice of home-Sandholme Fold provides potential service users with enough information
about their service usually provided in an induction pack so they can make an informed
decision about whether the service meets their needs.
Health and personal care- service users have access to health care professionals if
necessary. There personal care is taken care of by members of staff who follow care plans
which are designed specifically for each individual service user. (see appendix)
Daily life and Social activities-service users are given a range of activities to choose from
and are encouraged to take part but not forced. For daily service users have access to a
range of facilities such as, a mobile library (full list available in appendix).
Complaints and protection-service users are protected by safeguarding procedures and are
able to complain in a range of different ways. Complaints leaflets are situated at the
reception so service users are able to access them easily.
Staffing- all carers employed by Anchor are given intensive training and required to
complete NVQ qualifications and a range of in-house courses to assure the best possible
care- peace of mind with Anchor care homes guide (available in appendix 5)
Overall, I think that Sandholme Fold does everything it can in order to follow the relevant legislation
this is because staff ensure that service users are well looked after and protected from harm, they
are able to do this because of the training and support they have received from Sandholme Fold. I
saw evidence of this when I visited the home, service users were given choice in what they wanted
to do. For example, a choice in what they had to eat. Members of staff did not force service users
into anything they did not want to do, they allowed them freedom and privacy whenever they
pg. 24
wanted. The Commission of Social Care also found that service users could have time alone if they
choose, without being disturbed.- THE COMMISSION FOR SOCIAL CARE (appendix 13 evidence
highlighted on page 11) by doing this Sandholme Fold are promoting service users human right to
privacy. If Sandholme Fold did not allow this they would not be following the appropriate legislation.
Redress
Redress is a system that is put in place to help deal with any wrong doing, such as neglect.
Sandholme Fold has many different forms of redress in case anything goes wrong within their home.
Sandholme Fold provides a leaflet providing service users with information about how they can go
about complaining (available in appendix 1). The leaflet says that if service users have an issue they
should talk to the manager about it first and then they can try to resolve it. This form of redress is
usually used for minor problems as more serious complaints need to be dealt with formally. I found
an example of this kind of redress in an inspection of Sandholme Fold done by the Commission of
Social Care (http://www.bestcarehome.co.uk/inspections/view/sandholme-fold-30-may-2007 ) a
service user had complained to the manager about an issue they had and the manager implemented
an improved plan to help solve the issue. This can be a good form of redress as it can be resolved
quickly and doesnt involve any one externally like the Care Quality Commission. Although, if this
form of redress doesnt work so service users are given advice of who to contact if their complaint is
not dealt with accordingly. This is important because service users need to feel in control and that
staff are doing all they can to deal with any complaints they have. Sandholme Fold provides
information of services that are designed to help individuals who wish to complain, one of them is:
The Independent Housing Ombudsman Service (http://www.housing-ombudsman.org.uk/) this
service looks up complaints made by service users about their home and can advise managers on
how to manage an effective complaints procedure. This service can help people who dont know
how to go about complaining and help them to get justice. Also it is free so service users do not have
to worry about not being able to pay.
At Sandholme Fold staff are able to complain on behalf of advocates as some are vulnerable and
unable to speak up for themselves. Members of staff are trained in safeguarding and are able to
identify different types of abuse. It is essential that staff are able to recognise abuse because some
service users are unable to stand up for themselves, so it is up to members of staff to report it to
the manager who then will formally record it and work towards solving the issue.
If a service user would like to complain, Anchor have a formal complaints procedure. If an individual
wishes to make a complaint they can do this either by letter, telephone, online or by filling out a
form and sending it through the post. All complaints are recorded and kept confidential. This is
important because service users might not want others to know that they have filed a complaint as
they might feel like they will judged because of it. Once the complaint has been made it can take up
to 14 days for a response and the outcome might not be want a service user wanted.
If all else fails a court or tribunal would be the next step with a complaint. A tribunal is an
independent judicial body that deal with situations in a work place, like unfair dismissal. They can
also take place on the grounds of discrimination this might be because of sex, race, disability and
age. A judge will took into to the complaint using evidence from both sides and then make the final
pg. 25
decision. An industrial tribunal can be a positive method of redress because it involves some of high
authority looking at the evidence and taking the time to make a balanced decision. Although,
tribunals do not always work and can take up a lot of time and money.
If a complaint cannot be sorted out within the service the can complaint can be taken to
independent services that can the help to deal with the complaint. If service users at Sandholme
Fold have any concerns they can contact the Care Quality Commission
(http://www.cqc.org.uk/sites/default/files/media/documents/how_to_complain_about_a_health_o
r_soc_care_service_easy_read_20110906.pdf) they can help service users complain if members of
staff have broken acts, such as the mental health act. Although, they cannot deal with general
complaints but do offer advice and support so this means that the complaint could remain
unresolved. Most complaints do usually get resolved as they offer services that can deal with a
service users complaint. Some examples are:
ICAS
The Patients Association
Ageuk
So, redress is an important part of a care environment as service users have the right to complain
and this should be acknowledged and promoted. Service providers shouldnt ignore any complaints
their service users have.














pg. 26
Evaluation
Overall, I think Sandholme Fold tries to promote a positive care for its service users by ensuring that
all members of staff provide the best possible care by promoting the care value base and service
users rights. The care value base is implemented throughout most of the service this ensures that
service users receive the high standard of care that they are entitled too. Sandholme Fold always to
tries to put the service users rights first to make sure they have all of their needs, wants and desires
met. Sandholme does suffer from some barriers but the service is constantly trying to improve their
service to try and make their service accessible to everyone.
The staff at Sandholme Fold plays a big part in providing a positive care environment this is because
they work hard providing 24 hour care to try and enhance service users quality of life. A way they do
this is to provide a number of social activities for residents. All members of staff are trained so they
are able to provide sufficient care for each service users. Another factor that helps to create a
positive care environment is the organisation; Sandholme Fold provides service users with plenty of
information, keeping them up to date with what is going on within the service. A way it does this is
by providing a newsletter (available in appendix) which includes information about events etc.
Sandholme also provides plenty of information for potential service users by keeping their website
up to date and issuing them with an induction booklet. The home also makes sure that all policies,
procedures and legislation are followed this ensures that members of staff and service users are
cared for properly and if they come to any harm it will be dealt with accordingly.
So, Sandholme Fold tries its best to meet the criteria needed to create a positive care environment
for its service users.