Induction Standards for Northern Ireland

Standard 2: Understand the organisation and the role of the worker: Policies and procedures

Your employer will have policies and procedures in place that you will need to follow. Some of them come from various laws which govern the way we work (e.g. health and safety, confidentiality and equality). Others relate to good care practice and some explain how your particular employer expects things to be done. It is important that you know where to access such policies and who to ask about them.

Look at the following resources:

Check your understanding

  • Are there any policies or procedures that you don’t understand? Make a note of them and ask your supervisor or manager to explain further.

Did you know?

  • People at the frontline of services like yourself are important to providing good quality care.

Record what you have learned

  • Your organisation may have a Learning Record Form. If so, use that to write down what you have learned and any questions you might have. Otherwise you can use our Learning Record Form.

Know how to recognise and handle comments and complaints

In any type of job that involves working with people there will be complaints. Some of will seem trivial (but should not be dismissed as there could be something more serious underlying the complaint). Others may indeed be more serious. As well as complaints, you may receive comments about the quality of care provided or suggestions as to how to improve things. All comments and complaints should be treated seriously and not just dismissed. Comments and complaints can help improve the service provided to the people you care for and support.

It is important to be aware that people who use your services and their families may see things quite differently from you. They have different lifestyles, histories, expectations and situations.

Look at the following resources:

Check your understanding

  • Consider with your supervisor why it is important to take all complaints seriously.
  • Make sure you know the complaints procedure your employer has set up so that you can respond appropriately to any complaint you receive.

Did you know?

  • Complaints, properly handled, are an excellent way of improving the service you provide.

Record what you have learned

  • Your organisation may have a Learning Record Form. If so, use that to write down what you have learned and any questions you might have. Otherwise you can use our Learning Record Form.

Know how to recognise and handle adverse events, incidents, errors and ‘near misses’

Risk management and assessment helps us keep people safe. Part of risk management involves recognising and reporting adverse events, incidents, errors and ‘near misses’. These can cover a wide range of activities: trips and falls, medication errors, challenging behaviour. As a care worker, you need to know how to respond. It’s all part of your duty of care. You will also help to prevent similar things happening in the future.

Look at the following resources:

Check your understanding

Did you know?

  • If you report incidents, accidents and other dangerous occurrences, it will help stop them happening again.

Record what you have learned

  • Your organisation may have a Learning Record Form. If so, use that to write down what you have learned and any questions you might have. Otherwise you can use our Learning Record Form.