Unit 4222-316 Support individuals to access and use services and facilities

1. Understand factors that influence individuals’ access to services and facilities

1.1 Describe how accessing a range of services and facilities can be beneficial to an
individual’s wellbeing
If an individual has an appointment to a doctor (general health issues, tests), accessing it
is beneficial for his/her physical or mental health. If it is about going to hairdresser/
manicure/ chiropodist, then it is beneficial for his/her wellness (psychological, social,
even financial).
1.2 Identify barriers that individuals may encounter in accessing services and facilities
Language- some individuals do not speak English as their first language, are unable to
express themselves (deaf, not speaking), so they may need the support of an interpreter.
Mobility- some individuals have limited or no mobility so they may need special
transport (wheelchair, Zimmer frame, walking trolley access and/or assistance) to access
facilities and services.
Mental health- Individuals who are diagnosed with dementia can become unaware of
current time and whereabouts, so going to unfamiliar premises such as a hospital or salon
can become very upsetting.
Mental capacity- when an individual no longer has capacity to make decisions for things
like going to the bank, shopping and signing paperwork, they need to be accompanied by
someone who has the power of attorney and will help them make a best interest decision.
1.3 Describe ways of overcoming barriers to accessing services and facilities
At point 1.2 I detailed the possible solution to each type of barrier encountered.
1.4 Explain why it is important to support individuals to challenge information about
services that may present a barrier to participation
Some individuals may not be able to access certain services or facilities from various
reasons. If the information is available only in written, then the visual impaired persons
are not aware of it if there is nobody to inform them or if there is no audio/ Braille version
of it. Another example of challenge can be the access to the premises – if the service user
needs a wheelchair and the entrance of a salon is not designed for wheelchairs as well as
for pedestrians, we as social care workers have the duty to support them access the
services, maybe by arranging the service provider to come and see the client. By
supporting individuals to overcome the barriers, we promote the person-centred care,
their wellbeing, we make sure their rights and choices are respected.
2. Be able to support individuals to select the services and facilities
2.1 Work with an individual to identify a range of services and facilities likely to meet
their assessed needs
First of all, consulting the care plan and risk assessment is essential in establishing the
needs of an individual when it comes for choosing services and facilities that are
appropriate for the client. Then, if the individual lives in a social care setting, it is highly
recommended that the client and the staff members are aware of services and facilities
that are agreed with the organization (e.g. what hairdresser/ chiropodist/ other specialist is
offering the services to the residents of this institution), and of course to establish if they
meet the client’s needs.
2.2 Agree with an individual their preferred options for accessing services and facilities
Once all information is known, I as a social care worker have the duty to make sure that
the individual has made an informed choice. For example, the gentleman I currently take
care of has agreed to use the services of the hairdresser that comes to the care home
instead of going to a barber shop. Appointments are made in a diary according to how
often he needs a haircut. On the other hand, for being seen by a doctor he will go to
hospital to attend appointments.
2.3 Work with an individual to select services or facilities that meet their assessed needs
and preferences
Again, for selecting the service/ facility that is appropriate, the individual and the support
worker have to be familiar with the care plan and risk assessment. Involving the client in
conversation, asking open questions, giving all options and feedback will help the
individual feel that the needs are met and the choice is made according to preferences.
3. Be able to support individuals to access and use services and facilities
3.1 Identify with an individual the resources, support and assistance required to access
and use selected services and facilities
Once the individual selected the services and facilities that cover all aspects, I as a social
care worker have to make sure the client is aware of all steps necessary to achieve the
goal. This can include access to the premises, whether assistance is required or not,
whether there is or not any charge and the payment method (cash, cheque, card, or it is
included in the home services and facilities).
3.2 Carry out agreed responsibilities to enable the individual to access and use services
and facilities
I can refer again to the 1:1 patient I currently look after: when he has to have his hair cut,
he simply has to go upstairs in the space specially designed for this service, accompanied
by a carer as he has to use the lift. This service is included in the home range of facilities,
so he has no payment obligation. Sometimes if he is not in a very nice mood, he will need
the carer to sit next to him for reassurance during the process. If my resident has to attend
his appointment to the hospital, I have to accompany him and get there and back by taxi
(paid by authorised withdrawal from his funds, with the receipt attached) or with a pre-
booked ambulance. As we obviously are in an unfamiliar place, he will need reassurance
and support to orientate on the way to doctor’s office/ laboratory/ waiting room/ toilets,
which is entirely my responsibility. I also have the duty to carry and handle documents
given by home and hospital, as well as to be the intermediate person (receive and deliver
change of information as required).
3.3 Explain how to ensure individuals’ rights and preferences are promoted when
accessing and using services and facilities
To make sure clients’ rights and choices are respected, I work in a way to ensure the
individual is satisfied with the final result of the entire process. As an intermediate
person, I try to promote client’s preferences when discussing with the service provider,
and present the options given by service provider to the client, so that he/she can give a
valid consent. Good communication is therefore the key to success in this case.
4. Be able to support individuals to review their access to and use of services and
facilities
4.1 Work with an individual to evaluate whether services or facilities have met their
assessed needs and preferences
First of all, I make sure the clients give a valid consent about every step achieved, then I
ask open questions about their opinions, options, style, preferences before we start. If the
client seems and feels comfortable, there are chances that feedback is positive. Checking
and confirming if the result is satisfactory is very important also. If the result is also
meeting the assessed needs, then we can say the entire process was a success.
4.2 Support an individual to provide feedback on their experience of accessing and using
services or facilities
Although the main idea of checking the feedback is presented at point 4.1, there is the
possibility that the service provider is asking for an official feedback, in order to be used
for further references. This can be a photo taken before and after a change of look/
treatment with products, or a form to be filled in by the client. In any case, it is absolutely
necessary the consent given by the individual. Depending on the situation, the client may
need support in giving the feedback, which is my duty as a social care worker.
4.3 Work with an individual to evaluate the support provided for accessing and using
services or facilities
As I work directly with the residents, it is very easy to find out details about the support
they get from the others around. Simple questions about comparing the care assistants that
look after the client, comparing the service providers for the same facility, asking details
about overall wellbeing before and after using a service or facility, these are all ways to
evaluate the support given to individuals.
4.4 Identify and agree any changes needed to improve the experience and outcomes of
accessing and using services or facilities
As I highlighted before, the person-centred approach and acting in client’s best interest
can give the individual satisfaction when accessing and using services or facilities, after
all this is their purpose. If we monitor and keep records of all process, we would be able
to identify if there is necessary to make any changes, and agree with the individual and
others to actually implement the changes in the routine. The feedback given by individual
and service provider, the ease of accessing and using the facilities, the observations made
by support workers are all methods to establish the improves that have to be made to this
experience for the future.