Code REFERENCE NUMBER: AHP/WGH/PT/DCNO/1516/03 JOB TITLE: PHYSIOTHERAPY CLINICAL SUPPORT WORKER HIGHER LEVEL GRADE: BAND 3

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1 Code REFERENCE NUMBER: AHP/WGH/PT/DCNO/1516/03 JOB TITLE: PHYSIOTHERAPY CLINICAL SUPPORT WORKER HIGHER LEVEL GRADE: BAND 3 LOCATION: THE WESTERN GENERAL HOSPITAL, EDINBURGH HOURS: 16 CONTRACT DURATION: PERMANENT CLOSING DATE: 1 MARCH 2016 SALARY SCALE: 16,960-19,927 PRO RATA PER ANNUM Due to the increasing volume of winter recruitment activity, we are sorry to inform you that if you are successful at interview, your provisional offer may not be issued for up to two weeks after you receive your verbal offer. Apply on-line **Please note the address you provide on the application form will be used to communicate any further correspondence relating to this vacancy so please check your TRASH and SPAM folders** This post requires the post holder to have a PVG Scheme membership/ record. If the post holder is not a current PVG member for the required regulatory group (i.e. child and/or adult) then an application will need to be made to Disclosure Scotland and deemed satisfactory before they can begin in post. ***Please note: we anticipate a high level of interest in this position and may close the advert early once a sufficient amount of applications are received. Therefore, please make sure you complete and submit your application at an early stage. *** This post is subject to the Healthcare Support Worker Mandatory Induction Standards and Code of Conduct. As such, the post holder will be expected to sign up to the requirements of the Code of Conduct as well as meet a number of induction standards during the initial period in the post. Further information on these requirements can be found within this job pack.

2 NHS LOTHIAN JOB APPLICATION PACK This information package has been compiled to provide prospective candidates with details of the post advertised. The contents of this package are as follows: General Information for Candidates Working in Edinburgh and the Lothian s Working Time Regulations Form (please complete and return with application form) Person Specification and Job Description NHS Lothian - Our Values Information on Application Process Workforce Equality Monitoring Equal Opportunities Policy Statement GENERAL INFORMATION FOR CANDIDATES Data Protection Act 1988 Please note that any personal information obtained from you throughout the recruitment process will be collected, stored and used in line with the Data Protection Act Information will be available to the recruiting manager and to the Human Resource staff. Counter Fraud NHS Lothian is under a duty to protect the public funds it administers, and to this end will use the information you have provided on your application form for the prevention and detection of fraud. It will also share this information with other bodies responsible for auditing or administering public funds for these purposes. More detail on this responsibility is on NHS Lothian s intranet (Counter-Fraud and Theft page) and further information is available at References All jobs are only offered following receipt of two satisfactory written references. At least one reference must be from your current/most recent employer, or your course tutor if you are currently a student. If you have not been employed or have been out of employment for a considerable period of time, you may give the name of someone who knows you well enough to confirm information given and to comment on your ability to do the job. Disclosure Scotland Where a Disclosure or Protection of Vulnerable Groups Check is deemed necessary for a post, the successful candidate will be required to undergo an appropriate check. Further details on the Recruitment of Ex-Offenders are available from the recruitment centre. Work Visa If you require a Work Visa, please seek further guidance on current immigration rules which can be found on the Home Office website Overseas Registration and Qualifications NHS Lothian will check you have the necessary professional registration, where appropriate. If you require a qualification for this role but are not regulated by a professional body (e.g. NMC, GMC, HCPC etc), you will need to provide an official translation, notarised by a solicitor, of your overseas qualifications to be checked by the recruiting manager. Please ensure that this is available before applying for this post. Job Interview Guarantee Scheme As a Disability Symbol user we recognise the contribution that all individuals can make to the organisation regardless of their abilities. As part of our ongoing commitment to extending employment opportunities, all applicants who are disabled and who meet the minimum criteria expressed in the job description will be guaranteed an interview.

3 Terms and Conditions For an overview of our Agenda for Change terms and conditions visit: Travel Expenses Travel expenses are not normally reimbursed for interviews, if you are selected for interview and wish to enquire about the possibility of being reimbursed then the request should be directed to the recruiting manager or interview panel chair. WORKING IN EDINBURGH AND THE LOTHIANS NHS Lothian offers excellent career prospects and a wide range of job opportunities for potential employees. It employs approximately 24,000 staff and offers training and development opportunities as well as excellent staff benefits. The information provided below aims to help support and guide both prospective applicants and new employees unfamiliar with Edinburgh and the Lothians. Edinburgh and the Lothians NHS Lothian serves a population of approximately 800,000 people living in and around Edinburgh, Scotland s historic capital city. The geographical area known as Lothian region covers 700 square miles, comprising the City of Edinburgh, Midlothian, East Lothian and West Lothian. It is a region of exceptional beauty and contrast, from the splendour of Edinburgh to the beauty and variety of the hills, countryside and coastline. The nearest major town outside of Edinburgh is Livingston, a thriving location in the heart of West Lothian. As well as many sites of historic interest, the region boasts a host of recreational activities for all ages. Useful Contacts For useful guidance on relocating to Scotland visit: For a comprehensive list of services to help moving to the City of Edinburgh, please visit the City of Edinburgh Council Website at:

4 . NHS Lothian WORKING TIME REGULATIONS RECRUITMENT PRO-FORMA In accordance with Working Time Regulations, no individual should knowingly be contracted to work for more than an average of 48 hours per week. For Completion by Applicant (to be submitted along with application form) - Do you intend on holding any other employment (either NHS or non-nhs) YES / NO If yes please complete the details below: Name and address of additional employer(s) Average number of hours worked for this employer per week Signed Name For Completion by Appointment Panel - Would the offer of this post put the applicant in a position whereby they would exceed the 48-hour working limit? YES/NO Signed Please Note - It is the responsibility of the appointment panel to ascertain whether the prospective employee intends to retain any other post held in addition to the one for which they are applying. Refer to the Recruitment Guidance Pack for further information regarding working time regulations.

5 NHS LOTHIAN UNIVERSITY HOSPITALS DIVISION Therapy Services Western General Hospital Physiotherapy Clinical Support Worker Higher Level Band 3 Physiotherapy- Oncology Team Permanent 16 hours We are looking for highly motivated individuals to work in flexibly in our Oncology team. Previous experience in a healthcare environment is essential. Therapy Services support staff development through appraisal process, supervision and CPD opportunities. For further information please contact: - Ellen Hardie Reference: AHP/PT/WGH/DCNO/1516/ 03 Closing Date: 01/03/16

6 NHS LOTHIAN Post: L-GEN-AHP-PY-CSWHL Physiotherapy Clinical Support Worker Higher Level PERSON SPECIFICATION In order to be short listed you must demonstrate you meet all the essential criteria and as much of the desirable as possible. When a large volume of applications are received for a vacancy and most applicants meet the essential criteria then the desirable criteria is used to produce the shortlist. Criteria Essential Desirable Personal Traits Good interpersonal skills. Ability to work effectively under pressure. How assessed A,P,I.T.R. Problem solving approach to tasks. Ability to work independently and collaboratively within teams. Qualifications and Training Ability to manage time effectively. SVQ III or HNC (e.g. SCQF level 7) in health C Experience and Knowledge Evidence of skills to manage a delegated caseload. General Paediatric/Adult experience A.P.I.T.R Experience of implementing programmes of care as prescribed by qualified practitioner and working within agreed scope of practice Skills and/or Abilities Ability to organise and prioritise workload. Competent IT skills Knowledge of a range of appropriate therapy interventions A.P.I.T.R. Specific Job Requirements Knowledge of clinical area/patient group pathology A.P.I.T.R A = Application form C = Copies of certificates P = Presentation Key how assessed I = Interview T= Test or exercise R = References

7 JOB DESCRIPTION 1. JOB IDENTIFICATION Job Title: Responsible to: Department: Physiotherapy Clinical Support Worker Higher Level (Band 3) PT Service Lead Therapy Services Directorate: Operating Division: Job Reference: L-GEN-AHP-PY-PCSWHL No of Job Holders: 2. JOB PURPOSE As part of a dedicated Therapy team the post holder will be allocated a delegated patient caseload by the qualified AHP and implement and modify existing treatment plans within scope of practise. Deliver this care with supervision available. Support qualified AHP staff, by taking an active clinical role within the specialist clinical area as guided by evidence based protocols produced by the registered practitioner. To support efficient service delivery, the practitioner will be involved in the supervision/support of lower grade staff. 3. DIMENSIONS The post holder will have a designated base but could work in any of the following service areas In patients, Outpatients, Domiciliary, Community, Paediatrics/Adults/Older People. The post holder will work within a variety of designated NHS and non NHS sites including Hospitals, Care Homes, Health Centres, schools and nurseries, Family/Older Peoples Centres. Population and demographic indicators of the area are: Staffing responsibilities: Supervision of PT Clinical support workers as required Financial/Budgetary Responsibilities: ordering supplies, stock control The post is employed within NHS Lothian and there may be a requirement to work flexibly across Lothian to meet service demands

8 4. ORGANISATIONAL POSITION Team Leader Specialist PT Repo May Assistant Registered PT Clinical Clinical 5. ROLE OF DEPARTMENT AHP Services provide diverse and specialist clinical services to a diverse range of patients and clinical conditions across a wide variety of settings in acute and community and partner organisations. These include patients referred to National and tertiary services as well as local services for Lothian residents. AHP services manage a wide age range from neonates to frail elderly through anticipatory care, community care, acute interventions and palliative care. Services are delivered flexibly to meet the differing needs of the population. Allied Health Professionals are autonomous practitioners specifically qualified to comprehensively assess a patient s capacity and to manage impairment to maximise potential. They enable children and adults to make the most of their skills and abilities, to develop and maintain healthy lifestyles by providing specialist diagnostic assessment and treatment services. Allied Health Professionals (AHPs) are critical to people s ongoing assessment, treatment and rehabilitation throughout their illness episodes.

9 6. KEY RESULT AREAS Clinical 1. To work with minimal supervision to implement agreed programmes of care prescribed by the qualified therapist, including ongoing assessment, evaluation, and management of patients. Identify the need for changes in discussion with the qualified therapist or practitioner. 2. To undertake a range of procedures within level of competency, as described in the care pathway using acquired skills and techniques with individuals and groups. 3. The post holder will plan and organise delivery of therapy for designated clinical caseload and completion of administrative tasks related to the role. 4. To observe the patient and report any changes in the patients presentation or response to treatment reporting this to the qualified therapist, practitioner or other relevant professional to enable the appropriate care to be given. 5. To communicate effectively with patients and carers to engage them in treatment and motivate them to progress. 6. Under supervision from the qualified therapist, manage an agreed designated caseload of patients effectively and efficiently. 7. To contribute to development and design of resources which may include patient literature, training programmes, handouts and evaluation forms. 8. To work within all local policies, procedures and protocols and in compliance with NHS Scotland Mandatory Induction Standards and Code of Conduct for Healthcare Support Workers (2010). Patients may include vulnerable adults and young people under the age of 18 therefore must have an understanding and work within the legal frameworks, ie Adults of Incapacity Act, Child Protection, Additional Support for Learning Act. Leadership 9. To provide support and supervision to less experienced staff of routine clinical tasks and delegate appropriately where required. 10. To help the registered practitioner to deliver training and induction programmes in partnership with other members of staff and organisations. 11. To assist in research, or audit to support service development and evidence based practice 12. To participate in the departmental Personal Development and Performance Review (PDP) system to promote personal and service developments including reflecting on own practice to maintain standards, identify learning and development needs and identify areas for potential service improvements. Admin/Maintenance 13. Undertake responsibility for the dismantling, cleaning and re-assembling of equipment for the use of the therapy staff, following departmental guidelines for maintenance of equipment, to ensure all items are fit for purposes and replacement needs are identified. 14. To undertake some housekeeping duties. 15. To maintain professional standard of record keeping which is accurate and current, in line with professional codes, service standards and organisational requirements. 16. Check and order department stock to ensure supplies are available for staff. 17. To support NHS Lothian s values of quality, teamwork, care and compassion, dignity and respect, and openness, honesty and responsibility through the application of appropriate behaviours and attitudes.

10 7a. EQUIPMENT AND MACHINERY Be competent in the use of a wide range of equipment. Ensure that equipment in use is clean and safe, and regularly monitored for safety as per professional and organisational standards of practice. Must ensure that all equipment issued by them is safe to use and be responsible for the safe and competent use of equipment they issue to patients. The following are examples of equipment which may be used when undertaking the role: IT Equipment Personal Computer, phones, mobile phone, telehealth units, teleconference, videoconference. Manual Handling equipment - Mechanical Hoists, Samhall turner, Sliding boards, Rope Ladders to facilitate patient transfers. Detail of equipment will be held locally and will depend on the work area. Note: New equipment may be introduced as the organisation and technology develops, however training will be provided. 7b. SYSTEMS The following are examples of systems which may be used when undertaking the role: Maintaining patient records documenting all patient interventions and non-direct contacts e.g. TRAK, MIM system, Picture Archiving Communication Systems (PACS), PIMs. Internet based clinical information sources e.g. E-Library Use of intranet to access information within NHS Lothian Daily use of for communication Microsoft Office Health & Safety, Datix and COSHH Systems Note: New systems may be introduced as the organisation and technology develops, however training will be provided 8. ASSIGNMENT AND REVIEW OF WORK The Clinical caseload is generated by the specific service needs of the clinical area. Further tasks may be delegated on a daily/weekly basis. Access to advice and support from the Service Lead / senior staff will be available as required, and may be indirect. Range of responsibilities will be clearly defined in the care pathway. The post holder may work independently on a day-to-day basis, being accountable for own actions and working within the relevant AHP related codes of practice and professional guidelines with input/supervision on a regular basis. The range of responsibilities will be specified in clearly defined in care pathways. The post holder will plan and organise delivery of therapy for designated clinical caseload and completion of administrative tasks related to the role. Formal and/or informal meetings/support with senior staff for purposes of clinical discussion will be regularly available and form part of routine practice. Local induction and annual eksf PDPR to be facilitated via team lead with individual responsibility for continuing professional development. 9. DECISIONS AND JUDGEMENTS Clinical Support Workers Higher Level are responsible for carrying out their own patient interventions in a safe and effective manner. Decisions may include: Inform the qualified therapist, practitioner or other relevant professional of any changes in the patient s presentation or response to treatment to enable the appropriate care to be given. Prioritising own delegated caseload. Judgements regarding the current condition and status of patients receiving treatment and adapting treatment within the scope of the post holders skills and training including whether it is appropriate for a patient to continue treatment e.g. deterioration of patient.

11 When to seek support or guidance from a qualified member of staff. The post holder is expected to recognise and escalate clinical concerns to the qualified AHP as appropriate. When delegation of tasks is appropriate to lower grade Clinical Support Workers. Participate in service/team discussion to inform and advise on decision-making processes e.g. use of resources, service developments, and patient pathways. 10. MOST CHALLENGING/DIFFICULT PARTS OF THE JOB Managing conflicting priorities on time, including managing the requirements of different clinicians, patients and carers whilst achieving administrative /housekeeping tasks Utilisation of time management skills to allow effective management of designated caseload and support to other staff. Ongoing patient monitoring and evaluation of outcomes to ensure appropriate caseload management, maintain patient safety and working within scope of practice. Dealing with emotional and/or distressing situations including patients with co-morbidities that require the motivational, negotiating and persuasion skills to support behaviour and lifestyle change. 11. COMMUNICATIONS AND RELATIONSHIPS Patients Provides routine advice, education and encouragement in an individual and/or group setting. Apply knowledge of clinical conditions to facilitate effective communications with patients and others involved in their care. Dealing with patients who have communication/language difficulties. Liaise with the senior clinicians regarding the management of patients, communicating routine information and discussing these as appropriate. Relatives / Carers Receive information directly relevant to patient care and deliver a range of patient management strategies. Deal with verbal complaints and challenging behaviour, including aggression either in person or via telephone and refer up to senior staff. Service Management Regular meetings, and telephone conversations ensuring a two-way flow of information. Disseminate service information as appropriate. Promote and share ideas. Multidisciplinary team Liaise with other members of the team, other AHP s and medical staff for purposes of receiving guidance and advice for the exchange of routine information to ensure clinically effective care. Feedback patient information regarding treatment, progress, presentation and response to intervention. Share practice skills with other staff, students and contribute to clinical education as possible within area of expertise and as required. Utilise team support for emotional and challenging patients/situations. Other Agencies Liaise with a number of local and Lothian wide agencies including Local Authority. Engage with the general public and service users in consultation as required. 12. PHYSICAL, MENTAL, EMOTIONAL AND ENVIRONMENTAL DEMANDS OF THE JOB Physical skills Accurate IT skills daily use of computer e.g. communicate with other colleagues, complete data input. Knowledge of how to use specialist equipment required for day to day use with specific patients e.g. communication aids, special seating, standing frames etc.

12 Physical effort Direct manual handling of patients with due regard for own safety, including lifting, carrying, pushing wheelchairs, arranging seating and feeding required on a daily basis. Lifting, carrying and transferring a range of equipment to and from locations. Skills required in assisting with therapeutic handling dependent on clinical area. Mental demands Reacting flexibly to constantly changing situations and prioritising the workload as possible within existing resources. Throughout the day concentration required when undertaking the treatment of patients. Constant need to be flexible to the demands of the environment including unpredictable work patterns, deadlines and frequent interruptions. Emotional demands Communicating frequently with distressed/anxious/worried and emotionally demanding patients/relatives. On a daily basis, dealing with patients who have communication/ Language difficulties. Assisting in the treatment of patients who have deteriorating conditions or may be terminally ill. Providing emotional support peers. Working Conditions Working within infection control and Health and Safety guidelines in order to deal appropriately with unpleasant conditions related to client contact as they arise; including exposure to body fluids, odours and head lice. Potential exposure to unsafe situations e.g. aggressive behaviour and verbal abuse from patients and relatives, lone working. May be a requirement to travel between locations and across Lothian in course of duties. 13. KNOWLEDGE, TRAINING AND EXPERIENCE REQUIRED TO DO THE JOB Essential SCQF level 7 / SVQ III or HNC in health related subject plus evidence of experience working within health and/or social care. Evidence of skills to manage a delegated caseload. Evidence of knowledge of relevant to specific client group and their overall management Experience of working within relevant clinical area. Experience of implementing programmes of care as prescribed by qualified practitioner and working within agreed scope of practice. Multidisciplinary team working. Basic IT skills. 14. JOB DESCRIPTION AGREEMENT A separate job description will need to be signed off by each jobholder to whom the job description applies. Job Holder s Signature: Head of Department Signature: Date: Date:

13 NHS LOTHIAN - OUR VALUES NHS Lothian is determined to improve the way their staff works so they have developed a set of common values and ways of working which they now need to turn into everyday reality - to the benefit of everyone working in the organisation and, most importantly, to the benefit of their patients. NHS Lothian Our Values into Action: Care and Compassion We will demonstrate our compassion and caring through our actions and words We will take time to ensure each person feels listened to, secure, understood and is treated compassionately We will be visible, approachable and contribute to creating a calm and friendly atmosphere We will provide a safe and caring setting for patients and staff, and an efficient, effective and seamless care experience We will meet people s needs for information and involvement in all care, treatment and support decisions. Dignity and Respect We will be polite and courteous in our communications and actions We will demonstrate respect for dignity, choice, privacy and confidentiality We will recognise and value uniqueness and diversity We will be sincere, honest and constructive in giving, and open to receiving, feedback We will maintain a professional attitude and appearance. Quality We will demonstrate a commitment to doing our best We will encourage and explore ideas for improvement and innovation We will seek out opportunities to enhance our skills and expertise We will work together to achieve high quality services We will use our knowledge and enthusiasm to implement positive change and overcome challenges. Teamwork We will understand and value each other s role and contribution We will be fair, thoughtful, welcoming and kind to colleagues We will offer support, advice and encouragement to others We will maximise each other s potential and contribution through shared learning and development We will recognise, share and celebrate our successes, big and small. Openness, Honesty and Responsibility We will build trust by displaying transparency and doing what we say we will do We will commit to doing what is right even when challenged We will welcome feedback as a means of informing improvements We will use our resources and each other s time efficiently and wisely We will maintain and enhance public confidence in our service We will be a positive role model. Throughout the recruitment process candidates will need to demonstrate they meet all of Our Values.

14 NHS SCOTLAND APPLICATION PROCESS The purpose of an application form is to help evidence that the applicant has all the requirements applicable to carry out the job applied for. Once in receipt of the application pack it is essential to read both the job description and person specification to gain a full understanding of what the job entails and the minimum criteria required. Please note for equal opportunity purposes NHS Lothian do not accept CV s as a form of application. General guidance There are currently three ways of applying for vacancies within NHS Lothian: - On-Line: - Telephone (hard copy): recruitment@nhslothian.scot.nhs.uk If you are applying by hard copy please use black ink and write clearly in block capitals. The vacancy reference number, job title and location can be obtained from the job advert. The candidate number will be populated by recruitment team once the application has been returned. This is to ensure each application remains anonymous. Only part C of the application form will be sent for short listing. The application form will be identified by the candidate number only to ensure that no applicant will be unfairly discriminated against. Please complete all sections of the application form. Those sections that are not relevant please indicate not applicable, do not leave blank. Feel free to use additional paper if required, but please note that this section has a size limit of 7,500 characters which is approximately 2 X A4 Sheets and text exceeding this limit may be truncated. Please do not add your name to any additional information provided; secure it to the relevant section and Recruitment Admin will add a candidate number. For general help and advice on how to complete an application form visit: Please return completed application forms to: The Recruitment Centre, Staff Residencies, St John s Hospital, Howden Road West, Livingston, EH54 6PP When returning your completed application and any associated enclosures by Royal Mail, please ensure that the correct postage is paid. Underpaid mail will be retained by the Post Office which will result in applications not being returned until after the closing date and not being included for shortlisting. WORKFORCE EQUALITY MONITORING NHS Lothian is committed to supporting and promoting dignity at work by creating an inclusive working environment. We believe that all staff should be able to fulfil their potential in a workplace free from discrimination and harassment where diverse skills, perspectives and backgrounds are valued. In order to measure and monitor our performance as an equal opportunities employer, it is important that we collect, store and analyse data about staff. Personal, confidential information will be collected and used to

15 help us to understand the make-up of our workforce which will enable us to make comparisons locally, regionally and nationally. NHS LOTHIAN EQUAL OPPORTUNITIES POLICY STATEMENT NHS Lothian considers that it has an important role to play as a major employer and provider of services in Lothian and accepts its obligations both legal and moral by stating commitment to the promotion of equal opportunities and elimination of discrimination. The objectives of its policy are that no person or employee receives less favourable treatment on the grounds of sex, disability, marital status, age, race (including colour, nationality, ethnic or national origin), creed, sexuality, responsibility for dependants, political party or trade union membership or activity, HIV/AIDS status or is disadvantaged by conditions or requirements which cannot be shown to be justifiable. Our Equal Opportunities in Employment policy can be viewed at:

16 The Scottish Government, Edinburgh 2009 Code of Conduct for Healthcare Support Workers

17 Code of Conduct for Healthcare Support Workers Working to standard: a code of conduct for support workers in healthcare 1. Introduction 1.1 Welcome to this code of conduct for support workers in healthcare. 1.2 As a healthcare support worker, you play a vital role in: helping the NHS deliver its services protecting patients and the public from harm and valuing all aspects of equality and diversity. What you do has a big impact on the quality of healthcare for people who use the service. 1.3 This code of conduct is necessary because the work you do as a member of the healthcare team is very important. The code is a list of statements that set the standard for how you should work on a day-to-day basis The code is here to help you, your employer and the patients1 and the public2 you work with. It is based on the basic principle of protecting the public, and mirrors what is required of all regulated healthcare professionals you may work alongside You can use the code to check that you are 'working to standard'. Your employer can use it to make sure that the service is meeting the standards and that both public and patient safety is assured. Employers can also use it to help them understand what kind of service they can expect from you and your colleagues The statements are based on existing good practice. You'll probably find you are already working to standard in most, if not all of them. If not, the code will show you how you can change the way you work to make sure you are working to standard. 1 The term 'patient' is used throughout the code. However, in practice you may hear patients being referred to as 'service users', 'clients' or 'residents'. Basically, the term means any person that you come into contact with who needs care. 2 The term the public is also used throughout the code and refers to the people with whom you come in to contact with, or to whom you provide a service, in the name of NHSScotland but who may not fall into the category of patient, for example a blood donor The statements are designed for all healthcare support workers in NHS Scotland, wherever you work and whatever job you do. So, it is a national code of conduct that will help to make sure that patients all over the country can get the same high-quality, safe and effective service from healthcare support workers Your employer also has a code of practice to guide how they treat you as a worker and how they can support you to achieve the required standard reflected in this code.

18 2. Where has the code come from? 2.1. The first version of the code was developed by a working group brought together by the Scottish Executive Health Department in The group worked very closely with similar groups in other parts of the UK to make sure that the statements in the code are the right ones. The group took special care to make sure that the code is in keeping with 'like' codes in other relevant sectors, such as social services. The code has since been tested by the Scottish Government Health Directorates, as part of a pilot project in , and has been reviewed and finalised as a result. The pilot demonstrated unanimous support for the code. 3. Working 'to standard' 3.1 As a support worker, you are expected to work to a certain standard. You need to be able to do your job properly, behave properly, and do the right thing at all times. This is essential to protect patients, members of the public and others from harm. Patients and their relatives, your employer and your colleagues all expect this, and you should expect this of yourself. 3.2 But what does this mean on a day-to-day basis? It means that in your work, you should always be of good character. This means that you should always display the characteristics outlined in paragraphs to below. Good character Accountability - making sure that you can always 'answer' for your actions or omissions. Make sure you are happy with the things you do (actions) and the things you don t do (omissions) in your daily work and that you can justify them to patients, members of the public, your supervisor, your employer and others. You must carry out only the tasks agreed in your job description or specification so that your employer knows what you are likely to be doing and, based on this, agrees to accept liability (known as vicarious liability ) for your actions. How will I know if I'm 'working to standard on accountability? When you are working to standard on accountability, you may be asked to explain anything that you do or do not do with, or for, the patient or member of the public for whom you provide a service. So, you need good reasons for the way you have acted. Your employers will draw on the knowledge and skills you have used when they judge your actions. Make sure that you record your actions in line with your employer s procedures. By taking part in ongoing monitoring of your performance, you are showing you are aware of your accountability Awareness being honest with yourself and others about what you can do. Know yourself, what you can do and what you can t do. The safety of your patients and members of the public is your first priority. Always ask colleagues for help if you have any worries or concerns about your abilities. How will I know if I'm 'working to standard' on awareness? When you're working to standard on awareness, you'll know yourself well enough to know what you can do. You'll show you understand that some procedures can only be carried out by people who have had special training; and that, in certain circumstances, you need permission from qualified or

19 supervisory staff before you do certain things with or for patients or members of the public. If you feel you're being asked to do something you haven't been trained to do, and that you don t have the skills to do it, you will speak up Integrity - always do what is right to protect the patient or member of the public for whom you provide a service. Always do your best to make sure nothing you or anyone else does, or does not do, will harm the person's mental or physical health or wellbeing or delay their recovery. How will I know if I'm 'working to standard' on integrity? When you're working to standard on integrity, you will be protecting patients and the public in every way you can, taking into account all aspects of equality and diversity. You should be prepared to report issues that cause you to worry Advocacy - doing your best for patients, members of the public and their relatives. This means being responsible for promoting and protecting the interests of people in receipt of services, many of whom may not be able to protect their own interests. This could involve speaking up for people to make sure that what is best for each individual is always taken into account. How will I know if I'm 'working to standard' on advocacy? When you're working to standard on advocacy, you'll be putting patients' and members of the public s interests first at all times and making sure that you are meeting their wants and needs. All people are individuals with different likes and dislikes and you must acknowledge their equality and diversity to make sure that you treat them equally and fairly Sensitivity respecting the patient / member of the public. Every patient or member of the public is an individual with real feelings and emotions. When working with patients or members of the public, think about how they may be feeling and what the most appropriate response to their situation is. How will I know if I'm 'working to standard' on sensitivity? When you're working to standard on sensitivity, you'll be treating patients, members of the public and their relatives politely while being aware of the situation they are in and their reactions to it. For example, they may be feeling confused, angry or frustrated. It is important that you are sensitive to this and do not take their reactions personally Objectivity treating all patients and members of the public fairly and without bias. Access to high quality care should be fair and consistent. There should be no discrimination on the grounds of race, disability, sex, age, sexual orientation or religion or belief. There is a legal duty on public bodies and their employees to promote race, disability and gender equality, and a wider commitment to promoting equality on grounds of sexual orientation, age and religion or belief will help public bodies avoid unlawful discrimination in these areas too. Personal feelings about patients or members of the public must not interfere with the standard of your work. You must provide all patients with high-quality care which reflects their individual needs. This means that you owe patients a duty of care and they can expect a reasonable standard of care from all workers. It is expected that you would treat all members of the public like this.

20 It is also important to maintain clear boundaries when caring for patients or members of the public. This means that you should always have a professional relationship with your patients. If you have any strong feelings about a patient s religious, social or cultural beliefs, you should tell your manager as soon as possible so they can take appropriate action. How will I know if I'm 'working to standard' on objectivity? When you're working to standard on objectivity, you'll be working to the same high standard with every person you work with. It should not matter to you what the person is like as an individual, what race or religion they are or how they live their life. You will see all people in receipt of service as worthy of your respect and best efforts Consideration and respect - making sure people are always treated with dignity. Consider and respect people s privacy to make sure that neither you nor they are ever placed in an embarrassing situation. How will I know if I'm 'working to standard' on consideration and respect? When you're working to standard on consideration, you'll always show thoughtfulness for people s feelings and needs. You ll protect patients and members of the public to make sure that they are never unnecessarily exposed to embarrassing situations whether in front of relatives, fellow patients or healthcare workers Consent telling patients and members of the public what you intend to do and listening carefully to what they say about it. Working in partnership with the person at all times is a basic principle that you must keep to at all times. Always explain what you intend to do with patients and members of the public, even when it is basic care or routine procedures, and only continue with your planned work once the person agrees to it. You must check that this agreement is written in the person s records, and you should report any concerns that the person or a relative has to your supervisor. How will I know if I'm 'working to standard' on consent? When you're working to standard on consent, you'll be demonstrating that you will always make sure that the person knows what you are planning to do and is happy with it. If the person cannot give consent for themselves, because of their age or condition, you must always check with a relative or a senior member of staff. If the person or relative has not agreed to what you plan to do, you must not do it. Always check with a senior member of staff if you are in any doubt Confidentiality protecting the person's privacy. Confidentiality is essential to protect the interests of patients and members of the public. It is a main feature of any code of conduct and of most terms and conditions of service in a healthcare environment. So you must make sure that you don't give out personal information about patients or members of the public, or about their condition or treatment, to anyone other than colleagues in the team who need to know the information to help in the delivery of service to the person. If you do not protect the person s right to confidentiality, you may be breaking data-protection laws. If you feel that a person is at risk of harm, and that you need to speak out, you should tell your supervisor. You should not discuss those in receipt of services with anyone outside work. How will I know if I'm 'working to standard' on confidentiality?

21 When you're working to standard on confidentiality, you'll maintain a professional attitude at all times when handling information relating to a patient or member of the public and you won t 'gossip' to anyone at any time. When you do pass on information to a colleague as part of your job, you will take care to be accurate and clear in what you say or write Co-operation working effectively with your colleagues as part of a team. Value the part you play in the team and respect the part played by other members of the team. How will I know if I'm 'working to standard' on co-operation? When you're working to standard on co-operation, the contribution you make to the team will be valued. You'll be communicating effectively, sharing information and working to meet the team s shared goals in the best interests of the people you provide a service for Protection making sure you don't put patients, members of the public and colleagues at risk of harm. Make sure patients, members of the public, visitors and colleagues are protected from dangers and risks and that nothing you do, or don t do, results in harm or risk to others. How will I know if I'm 'working to standard on protection'? When you're working to standard on protection, you'll know the dangers patients, members of the public and colleagues face at work and will do what you can to reduce risks of accidents or harm. You will also make sure you report any concerns you have to a supervisor to reduce risks in the future Development - trying to increase your own knowledge and skills by talking to patients, members of the public and colleagues and looking for opportunities to learn. If you are interested in your work and feel comfortable using the knowledge you need to carry out your job, you will be able to offer a better service to patients and members of the public and you should feel more motivated as a result. How will I know if I'm 'working to standard' on development? When you're working to standard on development, you'll be taking every chance you can to protect patient and public safety by improving the way you work. This could be by attending a course, shadowing a colleague or listening to feedback from patients and members of the public. You'll continually monitor, evaluate and reflect on what you do at work and try to do it to the best of your ability Alertness observing any changes that could affect a patient's or member of the public s needs or progress. Always try to notice when a patient or member of the public isn't doing what you expect of them and report your observations to an appropriate person. How will I know if I'm 'working to standard' on alertness? When you're working to standard on alertness, you will notice when patients or members of the public are 'just not right'. You'll notice, for instance, when the patient can't move as well as usual,

22 appears less alert or perhaps hasn't eaten their meal. You ll also notice when things in the workplace are not as they should be, relating for example to aspects of service delivery. Reporting these observations will be in the best interests of the people in receipt of your services. 4. What this means for you 4.1. The code of conduct means that, as a healthcare support worker, you have a responsibility to work to standard. This means that you must do the following Only do what your job description or specification allows you to do. If you do something, or accept an instruction from another healthcare worker to do something that isn't within your job description or specification or level of skill, you could be putting the safety of the patient or member of the public at risk and you could be disciplined. Let your manager or supervisor know if you feel you are being asked to do something you don't know how to, or something you know isn't in your job description or specification It is within the code of conduct of all healthcare professionals not to delegate tasks unless they are sure that the person they are delegating to has the skills and is happy to perform the task. The person who delegates will remain professionally accountable for delegating the task. However, if you accept the task, you will be accountable for how well you perform it Make sure that you always follow the standard procedures for carrying out tasks and duties Make sure that you obtain consent, in line with your organisation s policies, before doing anything to a patient or member of the public Follow the rules on 'duty of care' (see paragraph 3.2.6). This means you must always make sure patients, members of the public and colleagues don't come to harm because of something you've done or something you have not done, or because you've been careless or taken risks Making notes and keeping patients and members of the public s records up to date and accurate is an essential part of your service. You should only write down information relevant to the service you have given to patients, and get an appropriate person to sign the record in line with your organisation s policy. If you are not sure, ask for advice. As you are accountable for anything you write, no matter how informal it might seem, what you write can be used as evidence in any enquiry by your employer or the courts in the future Raise issues you are concerned about with your line manager where these relate to: how care or service is delivered; the personal health, safety and security of patients and members of the public; or harm and abuse of patients or members of the public. 5. Want to know more? 5.1. If you d like to find out more about the issues in this code of conduct, talk to your manager, supervisor, trade union representative or a member of your relevant professional association. You could also have a look at the following sources. The NHS Scotland Staff Governance Standard for NHS Scotland employees and associated PIN guidelines. Blowing the Whistle advice from the Royal College of Nursing on how to speak up if you feel something is seriously wrong in your workplace. data/assets/pdf_file/0004/78520/ pdf

23 The Duty of Care a UNISON handbook to help healthcare staff to carry out their duty of care to patients, colleagues and themselves. The Nursing & Midwifery Council s (and other professional regulators) guidelines on records and record keeping. See for information on links to the different regulatory organisations websites. Your organisation s information on consent, confidentiality and diversity and equality. Crown copyright 2009 ISBN (web only): This document is also available on the Scottish Government website: RR Donnelley B /09 w w w. s c o t l a n d. g o v. u k