How service users are valued and actively supported

Providing active support means when an individual in care setting need one to one care and support as it can make their lives easier. Therefore, Active support is an approach that regularly offers service users chance to take part in activities which they find interesting so that they can be helped by their care workers when they are in need of their help. It shifts the focus of direct-care staff work carrying out their tasks of them in everyday lives.

Care workers who provide active support to children have very important responsibility; they have to make sure they are with that child whenever they needs help and support. It takes a very patient care worker to carry out his responsibility properly, care workers have to keep in mind:

* Give them choice of activities.

* Listen to their worries and trouble.

* Communicate with the child effectively.

* Can handle their behavior.

* Care workers work as a team.

* Make sure they eat healthy.

* Keep them safe and protected.

* To see if they are achieving anything.

* Making positive contribution.

In First Step nursery the care workers make sure that they are providing enough care and support when a child needs it such as when they want to go to the toilet or they want to eat food at lunch time. First Step nursery it is very important for the teachers that they are providing good care to the children. They make sure that they encourage the children to ask for help when they need it so that they are ready to provide them with active support such as when a child asks the teacher that they need the toilet, the teachers make sure that they are happy to help that child because it is their responsibility.

The children in the First Step nursery are actively supported by the care workers because they are protected from the harm which may be caused to them. The teachers make sure that they are around children all the time because anything can happen if the teachers are not present in front of the children. The teachers also protect them by whenever a visitor come they write down a log.

The children in the nursery have a right to make choices such as what they want to want to eat or what they want to do. The teachers make sure that before they give them something to what they ask them in a calm tone if they would like to eat it, even though they might not give a verbal response the children do give them physical response such as grabbing out for the food the teacher might be holding in front of them such as giving them a piece of fruit.

The teachers also make sure that they make sure that the teacher are eating healthy food such as for lunch they give them healthy food such as mashed potatoes or pasta. They also make sure that throughout the day they give them fruit to eat. It is their responsibility that they also persuade parents of those children to give them healthy food at home also.

How diversity and equality are fostered:

First Step nursery makes sure that their children are equally treated because they promote equality and diversity in their setting. They have to make sure that none of the children are treated differently because of their race because then they will be classed as a racist which is against the law. No child in First Step nursery has ever been discriminated because of their race, neither any of the staff that works in First Step nursery.

Equality is important in First Step nursery because the teachers won’t tolerate the children being discriminated against or the staff. Not having the act of equality will make the children unhappy and unemotional. Equality will provide the children have equal opportunities to things around the nursery such as being able to play with the same toys turn by turn.

The teacher in First Step nursery also make sure that they promote equality and diversity, they make sure that they prevent any sort of discrimination such as being racist because of their culture and not treating those individuals with equality. The teachers in First Step make sure that whichever care worker wont treat the children with equality that they should be dealt with seriously however no teachers treat the children unfairly because they believe that being a teacher of small children it is their responsibility to make sure that they are treating them fairly and equally.

Care workers in First Step nursery have to make sure there is no type of discrimination in their care settings as it can affect the children. They have to make sure no is being pulled down because of what religion they believe in or traditional cultures they carry out, as this can make the children unhappy and upset. It is their responsibility to make sure there is no type of discrimination going on between the teachers too.

Care workers in First Step nursery make sure there is no type of prejudice that will develop in their care settings such as their beliefs or their appearance. They make sure that whoever has prejudice towards the opposite person they are told off and told that this can lead others with this horrible view too. Having prejudice can also lead to discrimination. Care workers in First Step nursery believe that they should also promote anti-discrimination in their nursery so it avoids any kind of tension that will develop between them such as staying away from people who have different religion to them or different ethnicity to them. They also make sure that the staff should also prevent any type of prejudice toward the children this can be having prejudice toward their:

* Culture- having prejudiced that they culture is abnormal as they carry out different rituals to them.

* Religion- having prejudice toward their religion as they might feel their religion is not a truthful religion as it is made up.

* Environment- having prejudice to where that service user came from i.e. poor village in Pakistan.

* Education- their parents might not be educated.

* Finances- their parents might not earn as much money.

This type of prejudice can affect the relation between the teachers and the children. The care worker makes sure that they are not unfair to them because they are from different background or race. The teacher knows that having this type of prejudice can lead to discriminating their religion or beliefs also which can be very hurtful for the children.

How confidentiality is maintained:

Confidentiality has a very important meaning, which is to keep personal information private especially in care settings. Confidentiality is very important for the service user, which means that they will be able to say thing to care workers without worrying their information going any further and being confident that your details will be kept private and secure. Care worker in First Step nursery has a very important duty to keep children’s personal information private. Right to confidentiality always makes sure this happens.

Every child at First Step nursery have the right to confidentiality even though they are children, they do have the right to confidentiality. Care workers in First Step Nursery have the role to make sure they keep the children’s information secure so that their parents are able to trust them without worrying.

The person who is the manager of First Step nursery makes sure their staff is appropriately trained so that they have right skills to keep confidentiality of the children while knowing the importance of it. It is very important for them to make sure all the staff in First Step nursery are qualified staff. Policy explain to the children’s parents that there information will be kept private at all-time which is also their right.

Care workers in First Step nursery have a responsibility to protect children’s personal information from all unauthorized people such as other care workers who don’t have the right to look at it. There are many ways that they can keep personal information private to make sure confidentiality is maintained:

* Discuss service user’s information in private rooms where no one will be able to hear.

* By not discussing service user’s information in public.

* Asking for permission when requesting personal information.

* When sending medical information to doctors, send it in a secure mail.

* Keeping their personal record in locked cabinets.

* Protect computers with passwords.

However, there are times when confidentiality has to be broken when children are at risk. Their information has to be passed on without their parent’s permission, this does not mean they are breaking the laws however breaking the laws would be when not giving out their information when it is required to as it will harm their health or safety. This can be when the child has had a:

* Accident

* A wound

* Threat

* Abuse

No one other than the care workers who have authority to know confidential information about children are allowed to know information as it is not acceptable in First Step nursery. Care workers make sure they don’t share this information with other member of staff who doesn’t have authority to know that information such as the cleaners or dinner ladies.

Care workers know their responsibility that is to make sure they don’t leak any private information of a child as it will be against the law of breaking their confidentiality. They have to make sure that they talk in a room where no one will hear them that do not have the authority to listen will hear any information such as other children or care workers.

How service users can access complaints procedures:

A complaint is when an individual shows some kind of dissatisfaction which they might need a response to make it the situation better. A complaint can be dealt by the complaint manager who will then look in to the complaint and see what is wrong. When someone makes a complaint towards another person, the complaint manager should make sure that they check into it as soon as possible and not wasting time and sort it out as soon as possible.

If a parent whose child is in First Step nursery wants to complain about something that they feel is not right then they have the right to do so, because First Step nursery allows it service users to do so. The care workers in First Step nursery makes sure that the parent can complain about absolutely anything they feel is wrong this maybe the quality of care given or the way they are dealing with their child’s unacceptable behavior.

Parents have the right to complain for their child because their child are not in the understanding of make a complain themselves. They are given the opportunity for making a complaint. First Step nursery makes sure that whichever parents wants to complain they should make their complaint clear as possible and maybe in some cases show evidence as to what went wrong with the service. However First Step nursery make sure that they give their service users the best of quality care because they want the nursery to be a happy place for the children and for parents to see their child progressing.

First Step nursery have a good complaint procedure for the parents of the children or the staff who want to make a complaint, they make sure that it is fair and dealt with properly. If any of the service users have complaint about something they should be told that they should go to the manager of the nursery so they can deal with it properly. The complaint procedure in First Step nursery is always dealt with properly and fairly. The person they complain to make sure that they deal with the complaint in an honest way.

In First Step nursery they make sure that they:

* Make the complaint procedure as easy as possible.

* Treat the complaint fairly and justly and give immediate response.

* Deal with the complaint on time, politely while still keeping the service users confidentiality.

* Give the respond in a right way to show them respect and that they are there for them no matter what.

* Learn from the complaints and improve their system.

A parent in First Step nursery can have access to complaint procedure at anytime if they think something is not right such as the teachers treating their child differently because they are from different race to them or even if they think the care they are given them is less then what their need. When a parent wants to makes a complain toward someone or the setting, care workers have the responsibility to make sure that they deal with the complain in a proper manner that will satisfy the parents needs.

However if a parent feels that when they complaint to the manager the matter will worsen or they did complain but the manager didn’t deal with it effectively then their next step is to inform the registration authority such as the social services who deal with their nursery’s policy. Parents have the right to complain to the social services using the complaint procedure, they can also complain on others behalf such as their family member or their friend.

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