Open and willing to learn
Frank and Paul
Frank – who lives with his husband, Paul – receives support with getting washed and dressed. One on particular visit, you are running very behind schedule…
The Experts-by-Experience Viewpoint…
Our Expert by Experience Panel (EEP) were sympathetic to the pressures that care workers are under to get to visits on time. At the same time, they saw that it was important for a care worker to be able to recognise when a visit had not gone well and to be willing to look for solutions.
Apologising to both Frank and Paul was agreed to be important to show that their feedback has been listened to and to diffuse the situation. The EEP felt that being defensive and giving excuses (however valid they might be!) was not a good route to go down and would likely make the situation worse.
The EEP suggested the care worker reflect on the visit with peers (for support) and management to see if there are any practical solutions (e.g. leaving more time between visits) as good options to help prevent similar issues happening in future.
Omer
Omer asks for help with preparing a recipe that is unfamiliar to you.
The Experts-by-Experience Viewpoint…
Being open and willing to learn is one of the five core values identified by the Expert by Experience Panel (EEP). Although the care worker is uncertain about the recipe, by asking questions, listening to Omer and working together, they are building an authentic relationship that is respectful of his culture and preferences.
For care workers in a hurry, it might be tempting to find another meal to prepare instead. However, this would not respect Omer’s wishes and it is essential that care workers are open-minded and willing to learn new things.
Mrs Gupta
The scenario involving Mrs Gupta introduces your relationship with her as good, you choose to spend your lunch time with her which works for you both.
However, on this occasion you have brought beef to eat which upsets Mrs Gupta.
The Experts-by-Experience Viewpoint…
Cultural competence is a cornerstone of person centred care. Mrs Gupta is a Hindu and this should be a consideration for social care support. Whilst Mrs Gupta is happy for you to eat your lunch alongside her, your choice of food has upset her, and she may feel you have disrespected her.
The Experts by Experience felt it was important to both acknowledge and address Mrs Gupta’s concerns. They felt that it was important to say sorry to Mrs Gupta, as this recognises the upset you have accidentally caused. It may be appropriate to learn more about her faith and this choice, and asking Mrs Gupta would show you are keen to learn from your mistake.
It would not be appropriate to continue eating the sandwich, to argue, or to leave her home which would all damage the care relationship.
