Level 2 Improving Service User Experience in Health and Social Care

Level 2 Improving Service User Experience in Health and Social Care

Course information:

Interested in studying one of our customer service courses? This course is ideal if you are currently working, or are looking to work, in a customer-facing role in the health and social care sector.

This course will equip you with a detailed understanding of customer service in health and social care, effective communication and teamwork in health and social care settings, and the needs of customers who access health and social care services.

Click here to see a sample of the course material

 

This course offers paper based learning materials with online assessment

 

Please see a breakdown below of the units and sections within this course.
Unit 1: Principles of communication in adult social care settings
In this unit, you will gain an understanding of the importance of an individual’s communication and language needs, and personal preferences. You will also learn how to reduce barriers to communication and maintain confidentiality in adult social care settings.
This unit contains four sections, including:
• Section 1: The importance of communication in adult social care settings
• Section 2: Meeting the communication and language needs, wishes and preferences of an individual
• Section 3: Reducing barriers to communication
• Section 4: Confidentiality in adult social care settings.


Unit 2: Principles of personal development in adult social care settings
You will build your knowledge of what is needed for good practice in adult social care roles and learn how to reflect on work activities as a way to develop your own knowledge and skills. This unit will explore how learning activities, reflection on situations and feedback from others can all help you to develop your own knowledge, skills and understanding. You will also discover the benefits of using a personal development plan.
This unit contains three sections, including:
• Section 1: Understanding what is required for good practice in adult social care roles
• Section 2: How learning activities can develop knowledge, skills and understanding
• Section 3: How a personal development plan can contribute to own learning and development.


Unit 3: Principles of diversity, equality and inclusion in adult social care settings
In this unit, you will explore the importance of diversity, equality and inclusion; how to interact with individuals in an inclusive way; and how and when to access information, advice and support about diversity, equality, inclusion and discrimination.
This unit contains three sections, including:
• Section 1: Understanding the importance of diversity, equality and inclusion
• Section 2: Working in an inclusive way
• Section 3: How to access information, advice and support about diversity, equality, inclusion and discrimination.


Unit 4: Principles of safeguarding and protection in health and social care
This unit will build your understanding of how to recognise signs of abuse and respond accordingly in order to reduce its occurrence in the future. You will also learn about safeguarding and protection from abuse in a national and local context, and find out how to identify and report unsafe practices and potentially harmful situations.
This unit contains five sections, including:
• Section 1: Recognising signs of abuse
• Section 2: Responding to suspected or alleged abuse
• Section 3: The national and local context of safeguarding and protection from abuse
• Section 4: Reducing the likelihood of abuse
• Section 5: Recognising and reporting unsafe practices.


Unit 5: Introduction to duty of care in health, social care or children’s and young people’s settings
In this unit, you will be introduced to the duty of care in health and social care settings and how it affects work roles. You will find out about the dilemmas that may occur between the duty of care and an individual’s rights, and where to find support for resolving these. This unit will also help you understand how to respond to complaints in the social care setting.
This unit contains three sections, including:
• Section 1: The implications of duty of care
• Section 2: Support available for addressing dilemmas that may arise about duty of care
• Section 3: Responding to complaints.


Unit 6: Understand the role of the social care worker
This unit will help you build your understanding of different working relationships in social care settings and how these differ from personal relationships. You will learn about agreed ways of working, as well as the importance of ways of working that help to improve partnership working with others.
This unit contains three sections, including:
• Section 1: Working relationships in social care settings
• Section 2: The importance of working in ways that are agreed with the employer
• Section 3: The importance of working in partnership with others.


Unit 7: Understand person-centred approaches in adult social care settings
In this unit, you will learn about person-centred values and how to work in a way that supports them. You will also discover how to find out about an individual’s history, preferences, wishes and needs in order to effectively plan person-centred care and support. This unit will increase your knowledge of the need to gain consent when providing care or support, the ways in which active participation can be encouraged and an individual can be
supported to make informed choices, and how you can help to promote someone’s well-being.
This unit contains six sections, including:
• Section 1: Person-centred approaches for care and support
• Section 2: Implementing a person-centred approach in an adult social care setting
• Section 3: The importance of establishing consent when providing care or support
• Section 4: Encouraging active participation
• Section 5: Supporting an individual’s right to make choices
• Section 6: Promoting an individual’s well-being.


Unit 8: Understand health and safety in social care settings
This unit will build your understanding of health and safety in social care settings, including legislation, policies and procedures; the use of risk assessments; procedures to follow in cases of accidents or sudden illness; methods to use to reduce the spread of infection; principles for safe moving and handling of equipment; and how to assist and move an individual in line with their care plan. You will also learn how to effectively manage your own stress using methods like breathing techniques and exercise.
This unit contains eleven sections, including:
• Section 1: The different responsibilities relating to health and safety in social care settings
• Section 2: The use of risk assessments in relation to health and safety
• Section 3: Procedures for responding to accidents and sudden illness
• Section 4: How to reduce the spread of infection
• Section 5: How to move and handle equipment and other objects safely
• Section 6: The principles of assisting and moving an individual
• Section 7: How to handle hazardous substances
• Section 8: Environmental safety procedures in social care settings
• Section 9: How to manage stress
• Section 10: Procedures regarding handling medication
• Section 11: Handling and storing food safely.


Unit 9: Understand how to handle information in social care settings
You will find out how important it is to handle information securely in social care settings, as well as how to access guidance, information and advice about handling information.
This unit contains two sections, including:
• Section 1: The need for secure handling of information in social care settings
• Section 2: How to access support for handling information in social care settings.

Course Units:

  1. Preparing to deliver customer service in health and social care settings
  2. Effective communication for health and social care
  3. Understand the specific needs of customers accessing health and social care services
  4. Teamwork in health and social care settings

Study mode:

WORKBOOK

Start date:

Flexible start dates after 1st September 2019

End date:

Last enrolment 31st March 2020

Duration:

8-12 Weeks

Regional availability:

Interested in this course?

Added on Wed 4th Sep 2019.
Last updated on Fri 13th Sep 2019.

Lifelong Learning  ULF  ESF  Unionlearn 

 

© FBU Education 2019. Privacy Policy

Website by Beach Design Ltd.

--> -->