Unit 5
A.P1 – Explain the importance of promoting equality and diversity for individuals with different needs.
In this task I will be talking about equality and its importance for treating individuals in health and social care, discrimination
and its different types, diversity, and the importance of anti-discriminatory practice. I will then link them to my chosen case
studies, Billy and Valerie.
Equality is when you treat everyone the same, so everyone should have an equal number of rights and opportunities. The
equality act 2010 was created so that no one would be treated differently or discriminated against due to a protected
characteristic. Protected characteristics in health and social care are sexual orientation, race, age, sex, disability, gender
reassignment, religion, pregnancy and marriage.
Diversity is what makes everyone different such as sexuality, race, age and appearance. It is important to promote equality so all
individuals can feel comfortable in their environment. Understanding other people's cultures can lead to new treatments and
experiences that they can learn from to improve their work. However, this does not always happen, especially in the workplace,
where people discriminate against others for example by their religion or sexuality. To help prevent this there should be policies
which all healthcare workers are required to follow.
Discrimination is when individuals are not being treated equally due to their differences such as age, gender or disability. This is
bad as it can lead to individuals being at risk of abuse.
Types of discrimination:
● Direct discrimination - When a person is being treated unfairly compared to another person for a particular
reason.
● Indirect discrimination - Where there is a policy or rule that applies to everyone, however it may have a
more negative impact on an individual because of their differences.
● Unfair discrimination - When an individual is treated differently and unfairly compared to another person.
● Positive discrimination - When an individual has something different about them and a decision is made in
their favour.
(Huziej. M, 2023).
Health and social care workers must make sure that they promote anti-discrimination. They should make sure that no patient
experiences unfair treatment based on their differences which helps them to create an inclusive environment, this can then help
people to feel confident and empowered by their differences.
Billy is 18 years old and homeless which is difficult for him because he has a visual impairment, so it is dangerous for him as he
can't read road signs and has been eating out of bins, which can lead to him becoming ill. Billy had an asthma attack from being
out in the cold and damp so he now needs an inhaler and a warm place to stay but he does not have a job or money so he will
need help finding a homeless shelter. Health care workers can help Billy physically and mentally because being kicked out of
the house by his mother can have a huge negative effect on his health and wellbeing. Billy's health can be improved by treating
,him properly and equally. Billy had not been treated equally and with respect by his mother which may have made him feel as if
he is not good enough, and because he already has a visual impairment, he was already struggling a lot. This could have made
things more difficult for Billy because he could not do basic things such as reading, making him feel much worse. Also his other
conditions such as asthma from the cold and damp, and stomach pains from eating food out of bins could become worse over
time, or he could get more health issues if he continues living on the streets. Being homeless means he has a lack of access to
health and social services. This is because hospitals require having a fixed address. However, the equality act 2010 has made it
illegal for health care workers to discriminate against Billy due to him being homeless, he cannot be ignored because of his
address. Also being homeless Billy may feel unmotivated, so he may not want to or even care about going to get help. Billy may
also have a sensory issue which can make it difficult to communicate, as his mum changed the lock so he can never get back
into the house, and he is homeless. Possibly making him have low self-esteem or mental health. Billy has been directly
discriminated against as some people have a stereotypical view of homeless people which can lead to him being ignored as
individuals may believe that it was his own doing that he is homeless. Billy is also directly discriminated against due to his
homelessness when applying for a job as he may be victimised. This means that Billy is being treated differently due to being
involved with discrimination. Billy may also be directly discriminated against due to his sight impairment, but he should get
equal opportunities such as Braille or audio information. When he gets access to a health and social worker they should make
sure that they provide everything they can to make sure he feels comfortable in the environment. They should also provide him
with an advocate and braille so he can communicate and understand more effectively. This will also help to form a trustworthy
relationship between them as the health care workers are doing everything they can to make sure he is treated fairly. And having
a good relationship can help with them not missing anything out which is important in his care. This will also help Billy as if he
is treated with love and feels cared for then he may feel more motivated to take all opportunities to get his life back on track as
he hasn't felt that way in a while. Because Billy is 18 he may not be taken seriously so there should be more awareness spread
around the health and social care setting as well as in the buildings through leaflets. Making more people aware will allow more
of the workers and people accessing the health and social care setting to understand that people with a disability are the same
and have all the opportunities as other people.
Anti-discriminatory practice can be promoted in health and social care by making sure that everyone feels comfortable. Billy
may be discriminated against for his disability and socioeconomic status, and as he is vulnerable health care workers should not
treat Billy any differently because of him being homeless and his disability. Billy should be given lots of support by the health
professions to ensure that he stays motivated enough to change his life around. And getting support from the health and social
workers will help Billy trust them more as they will not be judging them. Making it unnecessary for Billy to have an advocate as
he will be able to communicate if he can use braille and his sight is improved. Anti discriminatory practice can also be promoted
for individuals similar to Billy who may have a sight impairment by having good access to the buildings, such as disabled
buttons outside of the hospitals and other buildings in the UK, screen magnification so health professionals can show Billy
important details easily, and text to speech programmes. Anti discrimination could also be practised in the workplace so Billy
can have a desk or remote job if there are high visibility keyboards, braille displays and zooming in on the computer. Due to
Billy being in adolescence at 18 years old they should not treat him differently or see him as incompetent so they can help
promote his independence as much as possible.
Equality is being shown by the fact that as Billy does not have a home the hospital is allowing him to stay in the hospital until he
can find a homeless shelter or another place to stay. This allows him to stay safe and get all of the services he needs to do that by
helping his sight impairment. Billy should not be treated differently due to him only being 18. This is because age is one of the
,protected characteristics in the equality act 2010. Health care workers should make sure to respect Billy regardless of his
situation where he eats out of bins. They should also never treat him differently due to his beliefs. As Billy is 18 living on the
streets and may not have any literacy due to his sight impairment, health care workers may not see him as smart or may not
respect him as much as others. This shows little equality due to not giving him the support he needs. Billy deserves to feel happy
so if he is being provided with the things he needs, such as food and warmth, then that is him being shown equality; they are
giving him the same opportunities as everyone else to be happy, healthy and have a good life. The health care workers must
make sure they are clear with what they are telling Billy and are giving him explanations of what will happen so he can
understand and not get overwhelmed by the new situation, health professionals could do this by giving Billy an advocate. It is
important to show Billy equality as it will help him have more confidence and he will feel more welcomed and comfortable
being in the hospital.
Diversity can be promoted in the health and social care setting by making sure that they are respectful about him being
homeless. This will help Billy feel more respected if his service providers are interested and understanding of his situation. It
will also help him from a relationship so that his treatment can be made just for him due to knowing him better. As Billy is
younger, the health care workers should show diversity by making sure they treat him with the same respect as they do an older
person. As Billy has different needs to older people, they need to learn how to treat him so that he still has independence and
keeps his confidence while still giving him the right care.
Valerie is 24 years old and obese which is difficult for her because it complicated her appendix surgery and she gets harassed by
the teenagers in the local area which has lowered her self-esteem. This contributes to her being afraid of going back to her flat
after her surgery as the bullying will resume. Valerie has a hearing impairment but has never been assessed for it. This shows a
lack of equality as she has not been given equal opportunities compared to others to improve her hearing. This shows that some
health care workers could be directly discriminating against her as they can see that she is obese. They may also be able to see
that Valerie has low self-esteem, so she may come across as weaker than others due to the years of being bullied. This could
have caused her healthcare workers to assume that she does not care or does not want to be cared for. However, the equality act
2010 protects all individuals from unfair treatment in the workplace and other places across the UK. Valerie suffers from
discrimination from being bullied by local teenagers. This could lead to Valerie feeling upset and as she is unemployed and gets
universal benefits, she could feel like she is useless and not good enough. Valerie could be indirectly discriminated against as
she may not be able to access the services she needs due to her low mental health, so she may not want to make appointments
which means she is missing out on treatment that could help her. Valerie's mental health problems could also lead to her being
discriminated against because of the negative stigma associated with mental health. This has led to Valerie having mental health
problems such as her low self-esteem and could possibly lead to more severe mental health problems in the future such as
depression. This is bad because it may affect Valerie long term and maybe permanently, because she doesn't have anyone to talk
to as her parents died and she may not trust others as she has been bullied a lot, leading her to isolate herself. And Valerie
doesn't understand the need for her to improve her lifestyle, including losing weight. She may begin to not care about it showing
that she has the lost motivation needed to lose the weight. It could then lead to other health conditions both physically and
mentally. And could result in her having a heart attack or stroke. Which would be partially the fault of the health and social
workers, who failed to explain to her why it's important that she should lose weight. The staff may not have wanted to make the
effort to speak to her because of the communication barrier. They could have given her an advocate who is someone that can
speak on behalf of someone else which would have been useful for Valerie as she has a hearing impairment and may not have
,the mental ability to understand or consent to procedures. They could have also had someone talk to Valerie and assess her
hearing or get her hearing aids.
As Valerie is vegetarian, the health and social care workers could show her equality by respecting her choice and helping Valerie
to plan meals to help her lose weight. The workers should also respect her beliefs and should not treat her differently when
helping her manage her weight even if they personally do not agree with it. Even though Valerie is unemployed she should still
have the opportunity to have the same access to services like anyone else and she should not be treated differently because of her
having universal credit. If Valerie is not treated with equality then her self-esteem and mental health could decline even more.
So it is important to show her equality so Valerie can gain confidence in herself and have the support she needs to live healthily
and happily.
Health and social care workers can show diversity by understanding and learning about Valerie's beliefs. This helps the worker
to form a relationship with Valerie so that she can feel respected and supported as her situation can be understood better. And
Valerie also not be treated differently due to her socioeconomic status as she is unemployed and is receiving universal benefits.
The health professionals should try to understand her situation and not lower her standard of care or treat her any differently.
However, socioeconomic status is not a protected characteristic, so it is not illegal to treat her differently because of it.
Health and social care workers can promote anti-discrimination by making sure that they are not judgemental of Valerie's beliefs
so she is not treated differently. Valerie should be supported in her situation and even though she likes to be isolated they should
help her express herself so that she can give her medical care preferences instead of having an advocate speak for her. They
should also make sure that Valerie has all the information she needs to be able to make these choices for herself which will help
to increase her independence and confidence. Valerie's health and social care worker should also make sure that they consider
her dietary preferences, as she is a vegetarian, and give her foods that are healthy but that she also feels comfortable eating.
Anti-discrimination must be achieved for Valerie because she already has low self-esteem and mental health issues. This is due
to her feeling judged for her weight or uncomfortable being in the hospital which can lead to her having a decline in mental
health and not wanting to help herself achieve a healthy lifestyle. Also, if she is being discriminated against then she may isolate
herself even more which will make it difficult for health professionals to communicate with her and share important information
about her care. If they cannot communicate with her then they would be unable to provide her care made specifically for her.
,A.P2 - Explain the skills and personal attributes necessary for professionals who care for individuals with different needs
In this task I will be talking about the six C’s and their importance in health and social work, the different types of people skills,
communication skills and observation skills needed to give the best care for individuals with different and complex needs. For
example, health care workers need to have good people skills so that they can confidently talk to patients without making them
feel uncomfortable, as they do not want to make their patients lose trust in them or make them feel like they are not being treated
with the same amount of respect or dignity as others. Having a good level of trust between the health care worker and patient
will make them feel more comfortable in the environment and will make treatment easier. Good communication skills are very
important to properly tell the patient what is happening to them. And health care workers must have good observation skills so
they can observe and gather information well. I will then link these to my case studies which are Billy and Valerie.
Health and social care professionals need to have specific skills and personal attributes that will help them to give patients the
best care possible. Skill is the ability to do something well and personal attributes are qualities that make up an individual's
personality.
In December 2012, compassion in practice was made. It ensured that the six C’s became the standard way that nurses, midwives
and health care workers should treat patients so they can give the best care possible.
The six C’s:
● Care - Making sure that all of the needs of an individual are met and they are given what they need when in
care. Includes creating a friendly and caring environment.
● Compassion - Making sure that you are aware of individuals needs and have the desire to give them the best
care you can. Includes feeling sympathetic, pity and concern for patients.
● Competence - The ability to understand an individual's or patients needs, combined with the expertise and
knowledge to deliver effective care to meet those needs.
● Communication - To exchange information between multiple people that helps to provide care and support.
● Courage - The personal strength and vision to do the right thing for the individuals being cared for.
● Commitment - An individual's determination to improve the care and meet the needs of individuals.
People skills:
● Empathy - The ability to sympathise with someone and understand their emotions. For example, Billy’s
carers would need to be empathetic towards his struggles with being homeless.
● Patience - Being able to stay calm and tolerate any problems with confidence. For example, Valerie's carers
would need to be patient with her as she does not understand why she needs to lose weight which may
negatively affect her mental health and coping strategies would be needed to remain composed.
● Endangering trust - Being open enough for a patient to feel like they can trust you. As every patient in a
care setting is safeguarded, their vulnerability means that health care workers need to make them feel
comfortable and safe in their surroundings.
, ● Flexibility - Adapting to any issues quickly and dealing with your schedule well. For both Valerie and Billy,
flexibility is important for learning to change and fit with each patient's schedule and when they need you
most. For example, doing night shifts to make sure Valerie does not isolate herself.
● Sense of humour - Having a positive outlook and making a laugh out of any situation. Although Billy is
homeless, he still has emotions, so carers should always be cheerful towards him so they can build a good
relationship and he can feel more comfortable around them.
● Negotiating skills - Being able to have a conversation and to come to a shared agreement. Workers should
liaise with each other and talk about the best care plan for the patient. For example, putting Valerie on a
Dietary plan.
● Honesty - Telling the truth. For example, Valerie does not see the need to lose weight, so health
professionals must be honest and tell her what she needs to do and the consequences if she does not change.
● Problem-solving skills - Being able to find solutions when given difficult tasks.
Communication skills:
● Developing good relationships with patients to get a better understanding of them as a person and what their
needs are. For example, showing empathy, good eye contact and being non-judgemental.
● Sharing the same connection you have with patients as you have with your colleagues and other health care
professionals.
● Relaying relevant information to the patients from your work or other health care workers work. For
example, using short and solid work to make information simple and verbal communication.
● Share and report the work and care you provide patients. For example, talking about personal medical issues
in a private area and being an active listener
● Any use of language used to communicate a message is known as verbal communication, for example,
speaking and writing. Asking a simple question, seeking more information, diverting, or shifting the topic of
a conversation, cutting off someone, or repeating what someone has said back to you to verify that the
received message matches the intended message are all examples of verbal responses.
● Active listening and responding - For example, by taking in what another person says, paying attention to
them, engaging in the conversation by responding appropriately and understanding. This process involves:
- Allowing others to express their thoughts.
- Letting people finish before expressing your thoughts.
- Encourage the person speaking.
- Asking questions.
- Being empathetic and making the person feel heard.
- Keeping eye contact and giving them your full attention.
(Care learning, 2024).
● Using appropriate tone of voice and language - Having the appropriate tone of voice when communicating
is important. Raising your voice or speaking in a patronising manner may make the patient feel as if you are
being rude or disrespectful towards them. It may also sound like you are belittling them and treating them
like a burden. Speaking normally can ease the patient and help them feel more confident and open to talking.
, For example, speaking in a calming and gentle way, being careful with your choice of words and being kind
and understanding will help in talking about important information. And adjusting your language depending
on the context of the conversation, as people change their language without realising it. For example, using
slang when talking to a friend and formally when speaking to a doctor.
● Clarifying - Checking the understanding of a message by asking to hear it again or asking for more
information about it. This could also include asking a patient how they would feel most comfortable
communicating.
● Questioning - This includes asking open-ended questions as it helps to build trust, gather accurate detailed
information and understand the patient's needs, for example ‘How are you feeling today?’. You should use
simple language, be patient, ask follow-up questions and avoid asking leading questions. Leading questions
suggest a particular answer such as ‘You’re feeling better after the medication, aren’t you?’ and can lead a
patient to give the expected answer instead of the true one. Another type of question are closed-ended
questions which often get yes or no answers, such as ‘Are you experiencing any pain?’. This can help get
more precise answers quickly. Probing questions can help to clarify or get more detail about something, such
as ‘Can you tell me more about where the pain is located?’. This is good because it ensures that the health
professionals have a clear understanding of the patient's situation. Reflective questions repeat what the
patient has already said and encourages them to elaborate on it, such as ‘You said your appetite has
decreased; can you tell me more about that?’. This shows that you are listening and interested in their full
story.
● Responding to difficult situations - Difficult conversations in health and social care are important as they
can happen in various situations, including discussing a diagnosis and treatment options. Difficult situations
can include being unable to help someone, feeling that they were being discriminated against and having to
do something they do not agree with. As a healthcare worker you need to bring your patient towards an
understanding of the situation, how things are and what is likely to happen or already happened.
Observation skills:
● This means that you must always be aware of an individual and their needs. These are useful for identifying
any changes in an individual's condition. For example, being aware of when Billy may have another asthma
attack, by noticing if he is coughing or is experiencing breathlessness. Observation skills are important as
being able to identify potential hazards can allow for the health care workers to minimise the risk of harm.
They are also good because they can give care tailored to the patients needs, make a detailed and accurate
treatment plan that provides the best care for the patient and report any symptoms that show a new health
condition or any deterioration in current health conditions.
● There are two types of observation skills which are objective observation and subjective observation.
Objective observation are the factual visible and measurable signs which include monitoring vital signs, such
as breathing, blood pressure, pulse and temperature. Subjective observation are the signs that cannot be
measured, which normally includes verbal communication on how the patient feels, an upset stomach and
nausea.
,Valerie and Billy both have sensory problems which can make it an issue for them to access health and social care services. This
can cause them to not be able to fully understand or communicate what is happening around them. An advocate can help both
Billy and Valerie so they can fully understand any treatments they need, such as Billy needing help with his visual impairment,
and any care plans, such as Valerie needing a good dietary plan. It is also important that health care workers make sure that their
patients are happy with the treatment they will be given.
Valerie has a low self-esteem and struggles with mental health problems after her parents died when she was only 6 years old.
Health care workers would benefit from having a good relationship with Valerie because it will make Valerie feel more
comfortable so she will open up more about herself and will want to get treatment so she can have a better lifestyle by losing
weight. She has been discriminated against due to her weight, meaning she has not been given the right treatment or care.
Support should be put in place for her to gain the confidence she needs to help her realise she needs to change her lifestyle and
lose weight. To help her with this they need to give her health care workers who show the six C’s well. The worker also needs to
show good communication skills because they will have to provide her with a range of information. The health care worker
needs to reassure Valerie that she is not worthless and that she has what it takes to live a better life. This will motivate Valerie
and help her overcome what she is going through. She could be referred to a nutrition specialist who can help her have a
well-balanced diet. This may take some pressure off of Valerie as she can rely on someone else to help her have a healthier life.
However, if Valerie was given someone who discriminated against her then it could make Valerie feel even more worthless and
as though she doesn't deserve to have a better life. This can cause other health issues such as having suicidal thoughts,
depression and anxiety.
Health care workers need to show care to Valerie by making sure they understand her needs so they can give her the best care.
By giving her the high blood pressure medicine Ramipril, they are showing her care as the medicine will help her to manage her
obesity and help her feel happy and improve her self-esteem. Health care workers have shown Valerie care by helping her stay
clean by giving her aids to use, dressing her surgical wound, and getting her cognitive behavioural therapy. This is how her
needs have been met.. To show Valerie compassion, health care workers need to make an effort to understand all of her needs.
This shows they are making an effort to build a relationship with her and give her good care. For example, encouraging Valerie
to change clothes if spoiled is showing her respect and kindness to her as they do not want her to feel uncomfortable or
embarrassed. To have competence, Valerie's health care workers must make Valerie feel comfortable so they can talk to her and
understand her better. This helps them know exactly what she needs. This could be things such as knowing what medication to
give her that would improve her mental health the best or knowing how to approach personal issues such as how Valerie needs
to lose weight and how to do so. Valerie's doctors must also be competent as they gave her appendix surgery so they need to
know what they are doing. Valerie's health care workers will use communication when talking with other health professions
that care for Valerie so they all understand her needs and behaviour. They have to make sure that they are talking to her in a
respectful way to improve her care. Because Valerie may not understand why she needs to lose weight, it can be difficult for her
health care workers to talk to her. It can also be difficult to have conversations with Valerie about her weight as she likes to
isolate herself. Due to this they must show Valerie commitment and be determined to work with her through it and do what they
can to help her understand why he needs to lose weight while ensuring she still feels comfortable and cared for. This shows how
it is important for health care professionals to have the right skills and attributes when treating someone in a bad living
condition.
,Valerie should be shown a lot of honesty by her health care workers about her obesity and the repercussions of not losing weight
as she struggles to see why she needs to lose weight. If they are not honest with her, she may never understand which could lead
to her obesity becoming detrimental to her health. Due to this, Valerie’s health care workers should use the people skill called
patience. This is because Valerie does not fully understand why she needs to lose weight and change her lifestyle which can be
very frustrating. This can be made worse by Valerie having a hearing impairment, so not being able to effectively communicate
with her will require a lot of patience from staff. As Valerie is rather shy and withdrawn, her health care workers must have the
people skill of engendering trust. This is so that Valerie has the same chances as everyone else to feel comfortable and safe in
people's care. Because Valerie has low self-esteem from being bullied so she needs health care workers that can be open enough
with her so she can trust them and feel safe and comfortable in the hospital environment. Valerie's health care providers must
have empathy towards her so that they can try to understand her situation and how she may be feeling. This will help them to
cater Valerie’s care to her the best they can and in a way that makes her feel well looked after. Negotiating skills will also be
important with Valerie, especially when making her dietary plan. This is due to Valerie being vegetarian and she may have been
living off of unhealthy foods which are easy to make
As Valerie has a hearing impairment, her health care workers must make sure that they are stalking loudly and clear enough for
her to hear everything they are saying. However, they must not use a stern tone of voice when talking louder as it could make
Valerie think that they are angry at her and may make her feel uncomfortable and that she is in an unsafe environment. Instead,
they should talk to her in a friendly tone so that she feels like she can trust her service providers and will feel more comfortable
sharing information with them. If Valerie is talking about something personal and sensitive such as her mental health, her
healthcare workers must make sure that they are actively listening to what she is saying. They can do this by making eye
contact, facing towards her and making sure that they do not have a bored expression on their face. When having a conversation
with her about sensitive topics they must show empathy by saying things such as ‘I understand’. Active listening is important
when caring for Valerie because if they seem uninterested and bored, her self-esteem may decrease even more as she could feel
like she is not good enough to be properly cared for or have her problems listened to. Her healthcare workers should also make
their language appropriate for certain situations. For example if Valerie is having a conversation about her health, her service
provider must use professional language and be serious when telling Valerie about her health. However, if they are talking about
Valerie's hobbies such as her crafts they should talk to her in a way that makes them sound excited and happy to hear about
Valerie's hobbies and could use some sense of humour to make Valerie feel happy about someone being interested in what she
likes to do. Health care workers can also ask Valerie lots of open-ended questions which can help build trust as she will open up
about how she is feeling.
Observation skills can be used for Valerie as her health care workers can see if she has dirty clothes on from not being able to
wash her clothes or change them. Health professionals can see if she is feeling embarrassed about her situation based on eye
contact. Observation skills are important as can see if she has cut herself as they have a record of her having bad mental health.
They can see if she feels uncomfortable by her body language as she may close herself off by crossing her legs or arms.
Similarly, they can see if she is scared by her not maintaining eye contact. As well as this, Valerie’s health care workers can see
if she has been sticking to their diet plan by seeing if she has lost weight and by weighing her to see the progress.
Billy may value relationships with health care workers more as he is homeless and because he has lost his relationship with his
mother, so he has no relationship with anyone except his health care worker. The workers need to show lots of care and respect
when talking to Billy about his issues as it is a sensitive topic, and treat him equally to any other person. This means the workers
, need to show communication skills as well. Communication skills are important because it encourages people to be socially
active in health and social care settings and it helps to build trust and empathy. It is also an effective way of understanding each
other and may help build self-esteem and self-concept. A health care worker simply sitting and listening to Billy can have a
good impact on his health and wellbeing. Similarly to Valerie, Billy has a visual problem so they should put in an advocate for
him to make it easier for him to understand what is going on. Giving Billy an advocate also shows equality as they are making
things easier for him and it prevents discrimination due to the code of conduct. This makes sure that all workers are aware of the
standard expected when working in health and social care. All workers must be accountable, promote privacy, health and
wellbeing of patients, dignity, communicate effectively, work collaboratively, respect confidentiality, develop professionally and
promote diversity and equality at all times. The code of conduct can be used by service providers to make sure that Billy
maintains his health when he is not in their care and ensure he is looked after. Billy and his health care workers need to maintain
a good and trustworthy relationship as it shows a high quality of care. And discrimination against Billy may cause him to lose
his confidence and trust in health care professionals and cause him mental problems such as depression. Billy will also need
extra support and empathy from staff and they will need to apply one or more of the six C’s when caring for him. For example,
he will need compassion and empathy in how he feels about himself and his situation. The health care workers need to put
themselves in his shoes so they can fully understand and give the best support they can.
To show competence, health care workers will need to have good knowledge on homelessness so they can understand Billy’s
needs and how this will affect the care he needs. For example, they should know that they need to provide him with fresh food
that he can eat and a warm place to stay so he does not have another asthma attack or more abdominal pain. The health care
workers need to show Billy compassion by making sure that they are aware of Billy’s needs. They can do this by
acknowledging that he is homeless due to unfortunate circumstances with his mother and has been eating out of bins. This is so
that they can match their care to his exact needs and do what they can to make him feel like he is in a safe environment. They
can do this by giving him opportunities to do things he enjoys such as playing games. To have courage the health professionals
must do the right thing for Billy which could be making sure Billy does not leave the hospital without a safe place to go to. Billy
can be shown care as they can give him a heating pad to put on his stomach and give him some antibiotics or paracetamol for
his abdominal pain. As Billy is homeless, health care workers can show him care by making sure Billy can have a nice hot
shower so that he can stay clean and feel comfortable so that his needs are met.
Health and social care workers should show Billy empathy as he has had many struggles while being homeless such as having
to eat out of bins. They must also let Billy know that they understand his situation and they must not make him feel stupid due to
him not being very literate. Health care workers should also show Billy a sense of humour as he is still young and may find the
situation scary, so being able to laugh about it may make him feel better. This will also help the workers build a relationship with
Billy that is safe and fun. Billy's workers should also show him problem solving skills because Billy is homeless and eating out
of the bin, so instead of letting him leave the hospital to go back to doing that and ending up in the same situation as before.
They should help him find ways of having a warm place to stay and good food to eat, such as referring him to Nightstop. Or
possibly even getting in contact with Billy’s mother and trying to negotiate with her about a way that Billy can still live at home
with her without Billy and the mothers partner fighting. Homeless patients aged 18 are 85% more likely to have anxiety and
depression (Actionforchildren, 2025) which means that Billy’s health care workers must show him engendering trust so that he
feels comfortable around them and can understand that they have good intentions. They can do this by being constant with his
care and seeing him often so he doesn't have to sit with his thoughts or feel abandoned once again. All of these people skills help
to make sure that his care is the best it can be and that he feels safe, and happy when being in new environments and situations.
A.P1 – Explain the importance of promoting equality and diversity for individuals with different needs.
In this task I will be talking about equality and its importance for treating individuals in health and social care, discrimination
and its different types, diversity, and the importance of anti-discriminatory practice. I will then link them to my chosen case
studies, Billy and Valerie.
Equality is when you treat everyone the same, so everyone should have an equal number of rights and opportunities. The
equality act 2010 was created so that no one would be treated differently or discriminated against due to a protected
characteristic. Protected characteristics in health and social care are sexual orientation, race, age, sex, disability, gender
reassignment, religion, pregnancy and marriage.
Diversity is what makes everyone different such as sexuality, race, age and appearance. It is important to promote equality so all
individuals can feel comfortable in their environment. Understanding other people's cultures can lead to new treatments and
experiences that they can learn from to improve their work. However, this does not always happen, especially in the workplace,
where people discriminate against others for example by their religion or sexuality. To help prevent this there should be policies
which all healthcare workers are required to follow.
Discrimination is when individuals are not being treated equally due to their differences such as age, gender or disability. This is
bad as it can lead to individuals being at risk of abuse.
Types of discrimination:
● Direct discrimination - When a person is being treated unfairly compared to another person for a particular
reason.
● Indirect discrimination - Where there is a policy or rule that applies to everyone, however it may have a
more negative impact on an individual because of their differences.
● Unfair discrimination - When an individual is treated differently and unfairly compared to another person.
● Positive discrimination - When an individual has something different about them and a decision is made in
their favour.
(Huziej. M, 2023).
Health and social care workers must make sure that they promote anti-discrimination. They should make sure that no patient
experiences unfair treatment based on their differences which helps them to create an inclusive environment, this can then help
people to feel confident and empowered by their differences.
Billy is 18 years old and homeless which is difficult for him because he has a visual impairment, so it is dangerous for him as he
can't read road signs and has been eating out of bins, which can lead to him becoming ill. Billy had an asthma attack from being
out in the cold and damp so he now needs an inhaler and a warm place to stay but he does not have a job or money so he will
need help finding a homeless shelter. Health care workers can help Billy physically and mentally because being kicked out of
the house by his mother can have a huge negative effect on his health and wellbeing. Billy's health can be improved by treating
,him properly and equally. Billy had not been treated equally and with respect by his mother which may have made him feel as if
he is not good enough, and because he already has a visual impairment, he was already struggling a lot. This could have made
things more difficult for Billy because he could not do basic things such as reading, making him feel much worse. Also his other
conditions such as asthma from the cold and damp, and stomach pains from eating food out of bins could become worse over
time, or he could get more health issues if he continues living on the streets. Being homeless means he has a lack of access to
health and social services. This is because hospitals require having a fixed address. However, the equality act 2010 has made it
illegal for health care workers to discriminate against Billy due to him being homeless, he cannot be ignored because of his
address. Also being homeless Billy may feel unmotivated, so he may not want to or even care about going to get help. Billy may
also have a sensory issue which can make it difficult to communicate, as his mum changed the lock so he can never get back
into the house, and he is homeless. Possibly making him have low self-esteem or mental health. Billy has been directly
discriminated against as some people have a stereotypical view of homeless people which can lead to him being ignored as
individuals may believe that it was his own doing that he is homeless. Billy is also directly discriminated against due to his
homelessness when applying for a job as he may be victimised. This means that Billy is being treated differently due to being
involved with discrimination. Billy may also be directly discriminated against due to his sight impairment, but he should get
equal opportunities such as Braille or audio information. When he gets access to a health and social worker they should make
sure that they provide everything they can to make sure he feels comfortable in the environment. They should also provide him
with an advocate and braille so he can communicate and understand more effectively. This will also help to form a trustworthy
relationship between them as the health care workers are doing everything they can to make sure he is treated fairly. And having
a good relationship can help with them not missing anything out which is important in his care. This will also help Billy as if he
is treated with love and feels cared for then he may feel more motivated to take all opportunities to get his life back on track as
he hasn't felt that way in a while. Because Billy is 18 he may not be taken seriously so there should be more awareness spread
around the health and social care setting as well as in the buildings through leaflets. Making more people aware will allow more
of the workers and people accessing the health and social care setting to understand that people with a disability are the same
and have all the opportunities as other people.
Anti-discriminatory practice can be promoted in health and social care by making sure that everyone feels comfortable. Billy
may be discriminated against for his disability and socioeconomic status, and as he is vulnerable health care workers should not
treat Billy any differently because of him being homeless and his disability. Billy should be given lots of support by the health
professions to ensure that he stays motivated enough to change his life around. And getting support from the health and social
workers will help Billy trust them more as they will not be judging them. Making it unnecessary for Billy to have an advocate as
he will be able to communicate if he can use braille and his sight is improved. Anti discriminatory practice can also be promoted
for individuals similar to Billy who may have a sight impairment by having good access to the buildings, such as disabled
buttons outside of the hospitals and other buildings in the UK, screen magnification so health professionals can show Billy
important details easily, and text to speech programmes. Anti discrimination could also be practised in the workplace so Billy
can have a desk or remote job if there are high visibility keyboards, braille displays and zooming in on the computer. Due to
Billy being in adolescence at 18 years old they should not treat him differently or see him as incompetent so they can help
promote his independence as much as possible.
Equality is being shown by the fact that as Billy does not have a home the hospital is allowing him to stay in the hospital until he
can find a homeless shelter or another place to stay. This allows him to stay safe and get all of the services he needs to do that by
helping his sight impairment. Billy should not be treated differently due to him only being 18. This is because age is one of the
,protected characteristics in the equality act 2010. Health care workers should make sure to respect Billy regardless of his
situation where he eats out of bins. They should also never treat him differently due to his beliefs. As Billy is 18 living on the
streets and may not have any literacy due to his sight impairment, health care workers may not see him as smart or may not
respect him as much as others. This shows little equality due to not giving him the support he needs. Billy deserves to feel happy
so if he is being provided with the things he needs, such as food and warmth, then that is him being shown equality; they are
giving him the same opportunities as everyone else to be happy, healthy and have a good life. The health care workers must
make sure they are clear with what they are telling Billy and are giving him explanations of what will happen so he can
understand and not get overwhelmed by the new situation, health professionals could do this by giving Billy an advocate. It is
important to show Billy equality as it will help him have more confidence and he will feel more welcomed and comfortable
being in the hospital.
Diversity can be promoted in the health and social care setting by making sure that they are respectful about him being
homeless. This will help Billy feel more respected if his service providers are interested and understanding of his situation. It
will also help him from a relationship so that his treatment can be made just for him due to knowing him better. As Billy is
younger, the health care workers should show diversity by making sure they treat him with the same respect as they do an older
person. As Billy has different needs to older people, they need to learn how to treat him so that he still has independence and
keeps his confidence while still giving him the right care.
Valerie is 24 years old and obese which is difficult for her because it complicated her appendix surgery and she gets harassed by
the teenagers in the local area which has lowered her self-esteem. This contributes to her being afraid of going back to her flat
after her surgery as the bullying will resume. Valerie has a hearing impairment but has never been assessed for it. This shows a
lack of equality as she has not been given equal opportunities compared to others to improve her hearing. This shows that some
health care workers could be directly discriminating against her as they can see that she is obese. They may also be able to see
that Valerie has low self-esteem, so she may come across as weaker than others due to the years of being bullied. This could
have caused her healthcare workers to assume that she does not care or does not want to be cared for. However, the equality act
2010 protects all individuals from unfair treatment in the workplace and other places across the UK. Valerie suffers from
discrimination from being bullied by local teenagers. This could lead to Valerie feeling upset and as she is unemployed and gets
universal benefits, she could feel like she is useless and not good enough. Valerie could be indirectly discriminated against as
she may not be able to access the services she needs due to her low mental health, so she may not want to make appointments
which means she is missing out on treatment that could help her. Valerie's mental health problems could also lead to her being
discriminated against because of the negative stigma associated with mental health. This has led to Valerie having mental health
problems such as her low self-esteem and could possibly lead to more severe mental health problems in the future such as
depression. This is bad because it may affect Valerie long term and maybe permanently, because she doesn't have anyone to talk
to as her parents died and she may not trust others as she has been bullied a lot, leading her to isolate herself. And Valerie
doesn't understand the need for her to improve her lifestyle, including losing weight. She may begin to not care about it showing
that she has the lost motivation needed to lose the weight. It could then lead to other health conditions both physically and
mentally. And could result in her having a heart attack or stroke. Which would be partially the fault of the health and social
workers, who failed to explain to her why it's important that she should lose weight. The staff may not have wanted to make the
effort to speak to her because of the communication barrier. They could have given her an advocate who is someone that can
speak on behalf of someone else which would have been useful for Valerie as she has a hearing impairment and may not have
,the mental ability to understand or consent to procedures. They could have also had someone talk to Valerie and assess her
hearing or get her hearing aids.
As Valerie is vegetarian, the health and social care workers could show her equality by respecting her choice and helping Valerie
to plan meals to help her lose weight. The workers should also respect her beliefs and should not treat her differently when
helping her manage her weight even if they personally do not agree with it. Even though Valerie is unemployed she should still
have the opportunity to have the same access to services like anyone else and she should not be treated differently because of her
having universal credit. If Valerie is not treated with equality then her self-esteem and mental health could decline even more.
So it is important to show her equality so Valerie can gain confidence in herself and have the support she needs to live healthily
and happily.
Health and social care workers can show diversity by understanding and learning about Valerie's beliefs. This helps the worker
to form a relationship with Valerie so that she can feel respected and supported as her situation can be understood better. And
Valerie also not be treated differently due to her socioeconomic status as she is unemployed and is receiving universal benefits.
The health professionals should try to understand her situation and not lower her standard of care or treat her any differently.
However, socioeconomic status is not a protected characteristic, so it is not illegal to treat her differently because of it.
Health and social care workers can promote anti-discrimination by making sure that they are not judgemental of Valerie's beliefs
so she is not treated differently. Valerie should be supported in her situation and even though she likes to be isolated they should
help her express herself so that she can give her medical care preferences instead of having an advocate speak for her. They
should also make sure that Valerie has all the information she needs to be able to make these choices for herself which will help
to increase her independence and confidence. Valerie's health and social care worker should also make sure that they consider
her dietary preferences, as she is a vegetarian, and give her foods that are healthy but that she also feels comfortable eating.
Anti-discrimination must be achieved for Valerie because she already has low self-esteem and mental health issues. This is due
to her feeling judged for her weight or uncomfortable being in the hospital which can lead to her having a decline in mental
health and not wanting to help herself achieve a healthy lifestyle. Also, if she is being discriminated against then she may isolate
herself even more which will make it difficult for health professionals to communicate with her and share important information
about her care. If they cannot communicate with her then they would be unable to provide her care made specifically for her.
,A.P2 - Explain the skills and personal attributes necessary for professionals who care for individuals with different needs
In this task I will be talking about the six C’s and their importance in health and social work, the different types of people skills,
communication skills and observation skills needed to give the best care for individuals with different and complex needs. For
example, health care workers need to have good people skills so that they can confidently talk to patients without making them
feel uncomfortable, as they do not want to make their patients lose trust in them or make them feel like they are not being treated
with the same amount of respect or dignity as others. Having a good level of trust between the health care worker and patient
will make them feel more comfortable in the environment and will make treatment easier. Good communication skills are very
important to properly tell the patient what is happening to them. And health care workers must have good observation skills so
they can observe and gather information well. I will then link these to my case studies which are Billy and Valerie.
Health and social care professionals need to have specific skills and personal attributes that will help them to give patients the
best care possible. Skill is the ability to do something well and personal attributes are qualities that make up an individual's
personality.
In December 2012, compassion in practice was made. It ensured that the six C’s became the standard way that nurses, midwives
and health care workers should treat patients so they can give the best care possible.
The six C’s:
● Care - Making sure that all of the needs of an individual are met and they are given what they need when in
care. Includes creating a friendly and caring environment.
● Compassion - Making sure that you are aware of individuals needs and have the desire to give them the best
care you can. Includes feeling sympathetic, pity and concern for patients.
● Competence - The ability to understand an individual's or patients needs, combined with the expertise and
knowledge to deliver effective care to meet those needs.
● Communication - To exchange information between multiple people that helps to provide care and support.
● Courage - The personal strength and vision to do the right thing for the individuals being cared for.
● Commitment - An individual's determination to improve the care and meet the needs of individuals.
People skills:
● Empathy - The ability to sympathise with someone and understand their emotions. For example, Billy’s
carers would need to be empathetic towards his struggles with being homeless.
● Patience - Being able to stay calm and tolerate any problems with confidence. For example, Valerie's carers
would need to be patient with her as she does not understand why she needs to lose weight which may
negatively affect her mental health and coping strategies would be needed to remain composed.
● Endangering trust - Being open enough for a patient to feel like they can trust you. As every patient in a
care setting is safeguarded, their vulnerability means that health care workers need to make them feel
comfortable and safe in their surroundings.
, ● Flexibility - Adapting to any issues quickly and dealing with your schedule well. For both Valerie and Billy,
flexibility is important for learning to change and fit with each patient's schedule and when they need you
most. For example, doing night shifts to make sure Valerie does not isolate herself.
● Sense of humour - Having a positive outlook and making a laugh out of any situation. Although Billy is
homeless, he still has emotions, so carers should always be cheerful towards him so they can build a good
relationship and he can feel more comfortable around them.
● Negotiating skills - Being able to have a conversation and to come to a shared agreement. Workers should
liaise with each other and talk about the best care plan for the patient. For example, putting Valerie on a
Dietary plan.
● Honesty - Telling the truth. For example, Valerie does not see the need to lose weight, so health
professionals must be honest and tell her what she needs to do and the consequences if she does not change.
● Problem-solving skills - Being able to find solutions when given difficult tasks.
Communication skills:
● Developing good relationships with patients to get a better understanding of them as a person and what their
needs are. For example, showing empathy, good eye contact and being non-judgemental.
● Sharing the same connection you have with patients as you have with your colleagues and other health care
professionals.
● Relaying relevant information to the patients from your work or other health care workers work. For
example, using short and solid work to make information simple and verbal communication.
● Share and report the work and care you provide patients. For example, talking about personal medical issues
in a private area and being an active listener
● Any use of language used to communicate a message is known as verbal communication, for example,
speaking and writing. Asking a simple question, seeking more information, diverting, or shifting the topic of
a conversation, cutting off someone, or repeating what someone has said back to you to verify that the
received message matches the intended message are all examples of verbal responses.
● Active listening and responding - For example, by taking in what another person says, paying attention to
them, engaging in the conversation by responding appropriately and understanding. This process involves:
- Allowing others to express their thoughts.
- Letting people finish before expressing your thoughts.
- Encourage the person speaking.
- Asking questions.
- Being empathetic and making the person feel heard.
- Keeping eye contact and giving them your full attention.
(Care learning, 2024).
● Using appropriate tone of voice and language - Having the appropriate tone of voice when communicating
is important. Raising your voice or speaking in a patronising manner may make the patient feel as if you are
being rude or disrespectful towards them. It may also sound like you are belittling them and treating them
like a burden. Speaking normally can ease the patient and help them feel more confident and open to talking.
, For example, speaking in a calming and gentle way, being careful with your choice of words and being kind
and understanding will help in talking about important information. And adjusting your language depending
on the context of the conversation, as people change their language without realising it. For example, using
slang when talking to a friend and formally when speaking to a doctor.
● Clarifying - Checking the understanding of a message by asking to hear it again or asking for more
information about it. This could also include asking a patient how they would feel most comfortable
communicating.
● Questioning - This includes asking open-ended questions as it helps to build trust, gather accurate detailed
information and understand the patient's needs, for example ‘How are you feeling today?’. You should use
simple language, be patient, ask follow-up questions and avoid asking leading questions. Leading questions
suggest a particular answer such as ‘You’re feeling better after the medication, aren’t you?’ and can lead a
patient to give the expected answer instead of the true one. Another type of question are closed-ended
questions which often get yes or no answers, such as ‘Are you experiencing any pain?’. This can help get
more precise answers quickly. Probing questions can help to clarify or get more detail about something, such
as ‘Can you tell me more about where the pain is located?’. This is good because it ensures that the health
professionals have a clear understanding of the patient's situation. Reflective questions repeat what the
patient has already said and encourages them to elaborate on it, such as ‘You said your appetite has
decreased; can you tell me more about that?’. This shows that you are listening and interested in their full
story.
● Responding to difficult situations - Difficult conversations in health and social care are important as they
can happen in various situations, including discussing a diagnosis and treatment options. Difficult situations
can include being unable to help someone, feeling that they were being discriminated against and having to
do something they do not agree with. As a healthcare worker you need to bring your patient towards an
understanding of the situation, how things are and what is likely to happen or already happened.
Observation skills:
● This means that you must always be aware of an individual and their needs. These are useful for identifying
any changes in an individual's condition. For example, being aware of when Billy may have another asthma
attack, by noticing if he is coughing or is experiencing breathlessness. Observation skills are important as
being able to identify potential hazards can allow for the health care workers to minimise the risk of harm.
They are also good because they can give care tailored to the patients needs, make a detailed and accurate
treatment plan that provides the best care for the patient and report any symptoms that show a new health
condition or any deterioration in current health conditions.
● There are two types of observation skills which are objective observation and subjective observation.
Objective observation are the factual visible and measurable signs which include monitoring vital signs, such
as breathing, blood pressure, pulse and temperature. Subjective observation are the signs that cannot be
measured, which normally includes verbal communication on how the patient feels, an upset stomach and
nausea.
,Valerie and Billy both have sensory problems which can make it an issue for them to access health and social care services. This
can cause them to not be able to fully understand or communicate what is happening around them. An advocate can help both
Billy and Valerie so they can fully understand any treatments they need, such as Billy needing help with his visual impairment,
and any care plans, such as Valerie needing a good dietary plan. It is also important that health care workers make sure that their
patients are happy with the treatment they will be given.
Valerie has a low self-esteem and struggles with mental health problems after her parents died when she was only 6 years old.
Health care workers would benefit from having a good relationship with Valerie because it will make Valerie feel more
comfortable so she will open up more about herself and will want to get treatment so she can have a better lifestyle by losing
weight. She has been discriminated against due to her weight, meaning she has not been given the right treatment or care.
Support should be put in place for her to gain the confidence she needs to help her realise she needs to change her lifestyle and
lose weight. To help her with this they need to give her health care workers who show the six C’s well. The worker also needs to
show good communication skills because they will have to provide her with a range of information. The health care worker
needs to reassure Valerie that she is not worthless and that she has what it takes to live a better life. This will motivate Valerie
and help her overcome what she is going through. She could be referred to a nutrition specialist who can help her have a
well-balanced diet. This may take some pressure off of Valerie as she can rely on someone else to help her have a healthier life.
However, if Valerie was given someone who discriminated against her then it could make Valerie feel even more worthless and
as though she doesn't deserve to have a better life. This can cause other health issues such as having suicidal thoughts,
depression and anxiety.
Health care workers need to show care to Valerie by making sure they understand her needs so they can give her the best care.
By giving her the high blood pressure medicine Ramipril, they are showing her care as the medicine will help her to manage her
obesity and help her feel happy and improve her self-esteem. Health care workers have shown Valerie care by helping her stay
clean by giving her aids to use, dressing her surgical wound, and getting her cognitive behavioural therapy. This is how her
needs have been met.. To show Valerie compassion, health care workers need to make an effort to understand all of her needs.
This shows they are making an effort to build a relationship with her and give her good care. For example, encouraging Valerie
to change clothes if spoiled is showing her respect and kindness to her as they do not want her to feel uncomfortable or
embarrassed. To have competence, Valerie's health care workers must make Valerie feel comfortable so they can talk to her and
understand her better. This helps them know exactly what she needs. This could be things such as knowing what medication to
give her that would improve her mental health the best or knowing how to approach personal issues such as how Valerie needs
to lose weight and how to do so. Valerie's doctors must also be competent as they gave her appendix surgery so they need to
know what they are doing. Valerie's health care workers will use communication when talking with other health professions
that care for Valerie so they all understand her needs and behaviour. They have to make sure that they are talking to her in a
respectful way to improve her care. Because Valerie may not understand why she needs to lose weight, it can be difficult for her
health care workers to talk to her. It can also be difficult to have conversations with Valerie about her weight as she likes to
isolate herself. Due to this they must show Valerie commitment and be determined to work with her through it and do what they
can to help her understand why he needs to lose weight while ensuring she still feels comfortable and cared for. This shows how
it is important for health care professionals to have the right skills and attributes when treating someone in a bad living
condition.
,Valerie should be shown a lot of honesty by her health care workers about her obesity and the repercussions of not losing weight
as she struggles to see why she needs to lose weight. If they are not honest with her, she may never understand which could lead
to her obesity becoming detrimental to her health. Due to this, Valerie’s health care workers should use the people skill called
patience. This is because Valerie does not fully understand why she needs to lose weight and change her lifestyle which can be
very frustrating. This can be made worse by Valerie having a hearing impairment, so not being able to effectively communicate
with her will require a lot of patience from staff. As Valerie is rather shy and withdrawn, her health care workers must have the
people skill of engendering trust. This is so that Valerie has the same chances as everyone else to feel comfortable and safe in
people's care. Because Valerie has low self-esteem from being bullied so she needs health care workers that can be open enough
with her so she can trust them and feel safe and comfortable in the hospital environment. Valerie's health care providers must
have empathy towards her so that they can try to understand her situation and how she may be feeling. This will help them to
cater Valerie’s care to her the best they can and in a way that makes her feel well looked after. Negotiating skills will also be
important with Valerie, especially when making her dietary plan. This is due to Valerie being vegetarian and she may have been
living off of unhealthy foods which are easy to make
As Valerie has a hearing impairment, her health care workers must make sure that they are stalking loudly and clear enough for
her to hear everything they are saying. However, they must not use a stern tone of voice when talking louder as it could make
Valerie think that they are angry at her and may make her feel uncomfortable and that she is in an unsafe environment. Instead,
they should talk to her in a friendly tone so that she feels like she can trust her service providers and will feel more comfortable
sharing information with them. If Valerie is talking about something personal and sensitive such as her mental health, her
healthcare workers must make sure that they are actively listening to what she is saying. They can do this by making eye
contact, facing towards her and making sure that they do not have a bored expression on their face. When having a conversation
with her about sensitive topics they must show empathy by saying things such as ‘I understand’. Active listening is important
when caring for Valerie because if they seem uninterested and bored, her self-esteem may decrease even more as she could feel
like she is not good enough to be properly cared for or have her problems listened to. Her healthcare workers should also make
their language appropriate for certain situations. For example if Valerie is having a conversation about her health, her service
provider must use professional language and be serious when telling Valerie about her health. However, if they are talking about
Valerie's hobbies such as her crafts they should talk to her in a way that makes them sound excited and happy to hear about
Valerie's hobbies and could use some sense of humour to make Valerie feel happy about someone being interested in what she
likes to do. Health care workers can also ask Valerie lots of open-ended questions which can help build trust as she will open up
about how she is feeling.
Observation skills can be used for Valerie as her health care workers can see if she has dirty clothes on from not being able to
wash her clothes or change them. Health professionals can see if she is feeling embarrassed about her situation based on eye
contact. Observation skills are important as can see if she has cut herself as they have a record of her having bad mental health.
They can see if she feels uncomfortable by her body language as she may close herself off by crossing her legs or arms.
Similarly, they can see if she is scared by her not maintaining eye contact. As well as this, Valerie’s health care workers can see
if she has been sticking to their diet plan by seeing if she has lost weight and by weighing her to see the progress.
Billy may value relationships with health care workers more as he is homeless and because he has lost his relationship with his
mother, so he has no relationship with anyone except his health care worker. The workers need to show lots of care and respect
when talking to Billy about his issues as it is a sensitive topic, and treat him equally to any other person. This means the workers
, need to show communication skills as well. Communication skills are important because it encourages people to be socially
active in health and social care settings and it helps to build trust and empathy. It is also an effective way of understanding each
other and may help build self-esteem and self-concept. A health care worker simply sitting and listening to Billy can have a
good impact on his health and wellbeing. Similarly to Valerie, Billy has a visual problem so they should put in an advocate for
him to make it easier for him to understand what is going on. Giving Billy an advocate also shows equality as they are making
things easier for him and it prevents discrimination due to the code of conduct. This makes sure that all workers are aware of the
standard expected when working in health and social care. All workers must be accountable, promote privacy, health and
wellbeing of patients, dignity, communicate effectively, work collaboratively, respect confidentiality, develop professionally and
promote diversity and equality at all times. The code of conduct can be used by service providers to make sure that Billy
maintains his health when he is not in their care and ensure he is looked after. Billy and his health care workers need to maintain
a good and trustworthy relationship as it shows a high quality of care. And discrimination against Billy may cause him to lose
his confidence and trust in health care professionals and cause him mental problems such as depression. Billy will also need
extra support and empathy from staff and they will need to apply one or more of the six C’s when caring for him. For example,
he will need compassion and empathy in how he feels about himself and his situation. The health care workers need to put
themselves in his shoes so they can fully understand and give the best support they can.
To show competence, health care workers will need to have good knowledge on homelessness so they can understand Billy’s
needs and how this will affect the care he needs. For example, they should know that they need to provide him with fresh food
that he can eat and a warm place to stay so he does not have another asthma attack or more abdominal pain. The health care
workers need to show Billy compassion by making sure that they are aware of Billy’s needs. They can do this by
acknowledging that he is homeless due to unfortunate circumstances with his mother and has been eating out of bins. This is so
that they can match their care to his exact needs and do what they can to make him feel like he is in a safe environment. They
can do this by giving him opportunities to do things he enjoys such as playing games. To have courage the health professionals
must do the right thing for Billy which could be making sure Billy does not leave the hospital without a safe place to go to. Billy
can be shown care as they can give him a heating pad to put on his stomach and give him some antibiotics or paracetamol for
his abdominal pain. As Billy is homeless, health care workers can show him care by making sure Billy can have a nice hot
shower so that he can stay clean and feel comfortable so that his needs are met.
Health and social care workers should show Billy empathy as he has had many struggles while being homeless such as having
to eat out of bins. They must also let Billy know that they understand his situation and they must not make him feel stupid due to
him not being very literate. Health care workers should also show Billy a sense of humour as he is still young and may find the
situation scary, so being able to laugh about it may make him feel better. This will also help the workers build a relationship with
Billy that is safe and fun. Billy's workers should also show him problem solving skills because Billy is homeless and eating out
of the bin, so instead of letting him leave the hospital to go back to doing that and ending up in the same situation as before.
They should help him find ways of having a warm place to stay and good food to eat, such as referring him to Nightstop. Or
possibly even getting in contact with Billy’s mother and trying to negotiate with her about a way that Billy can still live at home
with her without Billy and the mothers partner fighting. Homeless patients aged 18 are 85% more likely to have anxiety and
depression (Actionforchildren, 2025) which means that Billy’s health care workers must show him engendering trust so that he
feels comfortable around them and can understand that they have good intentions. They can do this by being constant with his
care and seeing him often so he doesn't have to sit with his thoughts or feel abandoned once again. All of these people skills help
to make sure that his care is the best it can be and that he feels safe, and happy when being in new environments and situations.
