Being kind and compassionate
Mrs Jones
Mrs. Jones is usually visited by your colleague but you are covering for them as they are off sick.
The Experts-by-Experience Viewpoint…
Our Expert by Experience Panel (EEP) were in favour of the care worker initially acknowledging Mrs Jones’ discomfort, apologising for making her nervous and making sure that she is aware that her usual carer is unwell. This scenario is all about communication and empathy. Slowing down, showing kindness and seeking to make a connection (maybe by sitting down and talking about the music?) were agreed to be positive steps towards reassuring Mrs Jones and building trust before attempting care tasks. Helping someone dress requires sensitivity and it is essential that the care worker makes Mrs Jones feel comfortable and safe.
As there is nothing to suggest that Mrs Jones has a hearing impairment, turning off the music was not seen as a good thing to do as it is her home and her choice as to whether the music is on or off. Taking the decision out of her hands undermines her independence.
The EEP did not support telling Mrs Jones that she has to get dressed or reporting her for ‘refusing’ care. The consensus was that reassurance and clear, non-confrontational communication were what was needed to make Mrs Jones feel comfortable.
Val
Val takes pride in her home but you have noticed recently that things are not as clean and tidy as they usually are.
The Experts-by-Experience Viewpoint…
Our Expert by Experience Panel (EEP) identified that sensitivity, empathy and kindness were crucial in this situation. It is clear that Val is embarrassed and the care worker should be mindful of protecting her dignity. Offering reassurance – both verbally and via body language – was strongly encouraged. There may be an opportunity to discreetly allow Val to add the bedsheets to the washing machine herself rather than intervene directly.
The EEP felt that care workers should be delicate in handling this information. Any conversations with family members must be very mindful of Val’s right to privacy. If continence was becoming a regular problem, then most employers will have a process for addressing any new needs that might need attention.
