Question

Anneke is 102. She still has good cognitive function however is very frail and gets tired quickly.

Anneke has been cared for in the Meadowvale Aged Care Residence for four years now. She is generally easy to get on with and is quite content in the facility.

But now Anneke is very unhappy. There is one staff member (Beth) that just doesn’t seem to like her for some reason. She is rough with her when she provides her personal care. Anneke is quite deaf and cannot hear the carers when she is in the shower. The noise of the water and not wearing her hearing aid makes hearing impossible.

Today Anneke has asked to see you. She says she is very distressed and doesn’t know what to do.

Question 1: write a complaint on behalf of Anneke

Role Play B

You have just found out the results of the complaints process.

Beth who has been stood down since the complaint was lodged, has been given the sack. An investigation found that the allegations were proven. It was also found out that Beth had been sacked previously from working with disabled clients due to an assault charge.

The person in charge of the investigation is shocked that this could happen to a client. As well as sacking Beth, the following is recommended:

Code of conduct is to be revised to make it clear that this behaviour will not be tolerated

All staff are to receive refresher training in how to support clients

Anneke is to be offered counselling to deal with any psychological issues that may have arisen from the treatment that she received

The staff roster is to be revised to make sure that staff have sufficient time to do their jobs properly.

It is time to meet with Anneke to let her know the outcomes of the investigation.

Discuss outcomes and progress with Anneke and discuss any further action that needs to occur

Advise Anneke what follow up action has been recommended and arrange details in consultation with her

Advise how Anneke will be linked to other services and how that will be monitored.

Check whether Anneke is satisfied with the outcomes of the process and obtain feedback on the support you have provided

Identify improvements to practice based on self-assessment and feedback provided

Verbal question of Roleplay

Which human rights were being infringed in the situation of Anneke and Beth?

If Anneke had refused to put in a complaint, would you have needed to report her disclosure to you?

On what grounds could Anneke complain that she was being discriminated against by Beth?

What risks were there to Anneke’s safety and well-being?

Name two types of networks or community groups that Anneke could access to help her to maintain her well-being following the outcomes of her complaint – explain how each will help (this is in addition to the counselling services)

In what way do you feel you have “empowered” Anneke during these two role plays?

In what ways did Beth “disempower” Anneke?

Based on the feedback you received, and your own self-reflection, what do you think you did well, and what do you think requires improvement? What improvements would you make if you needed to assist someone in this sort of situation again?

Answer 1

Question 1 :

A complaint letter :

Anneke

Meadowvale Aged Care Residence

Date : 02nd November  2020

To

Manager

Meadowvale Aged Care Residence

Xxxx town

Subject: Complaining letter regarding the rough behaviour of staff

Mr/ Mrs (Name )

I am Anekke , 102 years old , staying as a resident in your organisation ' Meadowvale Aged Care Residence ', writing this letter to complain to you about the behaviour of a staff member , Ms. Beth , towards me. She is behaving rough with me and many time showed the discrimination in front of others too.

I was happy with the residence and staff members, but now , since 1 month I am so distressed and unhappy over her behaviour towards me.

Hope you will take the necessary actions , so that I can stay here happily for the remaining days.

Thanking you

   Yours faithfully

Anekke

( Signature)

Section 2

1. Outcomes and progress

Discuss with Anekke regarding the progress and outcome occured , such as

* An investigation has done over the complaint and proved the Beth's unprofessional behaviour

* Beth has given a dismissal letter from the organisation

* Code of conduct of staff members will be revised

* Staff members will receive refresher training each month regarding the care of residents.

* Staff roster will be revised so that the staff members will get enough time to finish their task.

Also in the discussion , Anneke can give options for any improvement .

2. Follow up Action;

Instruct Anneke that , immediately report to in charge , in case of any misbehaviour from the staff side and not keep with herself and get distressed. Also inform her that a Counselling service also arranged for her to get rid of the distress from her mind and male her again happy.

3 . Other services:

Advice Anneke about the other services she is going to receive and its monitoring, such as :

* Counselling services to deal with the psychological issues arised from the maltreatment.  

* Hearing aids services, to check its competency

* Individualised clinical care, call bell system in case of Emergency etc.

The service will be monitored daily basis by the staff in charge of the ward. Feedback of counselling services will be collected from Anneke on the day of scheduled session.

4. In charge can check with Anneke regarding the feedback, whether she is satisfied with the services received. A rating scale can be provided to check the level of satisfaction to Anneke, so that she can mark in it .

5. Based on the feedback provided , the in-charge can identify the improvements that should be implemented to the existing policies and procedures. Each residence should get the chance for feedback and opinions or suggestions.  

Section 3:

1.Human rights:  

Freedom from discrimination ( article 2), freedom for equality ( article 1), Freedom from torture or degrading ( article 5 ) are infringed in Anneke 's case.

2. Even if the Anneke disagreed to write the complaint , I could inform the in- charge person regarding the matter as it is a matter of violating human rights . And also I can tell her that , I didn't personally witness the maltreatment, but Anneke revealed, when I enquired about her about her unhappy face. Also record the conversation in the incident report and sign it with date.

3. She was rough towards Anneke. Anekke is such an elderly woman, who should get undue respect from the staff member , those who cares for her. But she experienced the discrimination as Beth behaviour was rough to her during the personal care time.

4. Anneke is such an elderly woman, may prone to accidents and falls due to sensory impairment . Also she may have risk of getting depressed due to the Staff member's rough behaviour.  

( As per Chegg Guidelines we need to attend only 1 questions. or 4 question if it is a case study. I was trying to finish all but time limit matters. Thank you.)