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This document covers criteria necessary for Health and Social Care Level 3: Unit 42 - Support Work in Social Care.
Assess the role on non-direct care
workers in the effective operation of a
team.
This case study will provide an assessment of the role of non-direct care workers in
the effective operation of a team.
M2:
In the early hours of Saturday morning (3am), in a hospital lobby, a receptionist is
speaking to a service user who is heavily intoxicated with alcohol and is behaving
very aggressively. The receptionist is trying to calm down the individual by talking to
them but is not being successful in her pursuit. After 10 minutes of the service user
behaving very aggressively (shouting and swearing at the receptionist as well as
other service users’), the service user snatches the phone from the desk and throws
it against the computer, beside the receptionist. As a result, the computer screen
breaks and is no longer in working use. At this point, the receptionist rings the
security guards as the situation has escalated and completely out of control,
therefore this situation requires extra support and help from security guards to
resolve the situation.
The security guards come to the reception lobby where they have to escort the
service user off of the premises as he does not require any hospital treatment, and is
a threat to members’ of staff as well as other service users’.
After the service user is safely off of the premises, the security guard explains that
the receptionist must fill in a brief explanation of the situation which occurred for
future reference, and also explained that if the service user returns to the hospital
then the security guards should be called upon straight away before the situation
gets out of hand again. Afterwards, the receptionist makes a call to the IT workers to
come and examine the computer as it is not able to be used, so the receptionist
cannot access information on the computer such as appointments and the internet.
The IT worker brings a replacement laptop down for temporary use by the
receptionist so it doesn’t have a negative effect on how she works as well as the
service being provided to the service users’. As well as bringing a replacement
laptop, the IT worker takes the broken computer screen away for a proper
examination and to try and get it fixed as soon as possible. The importance of the IT
worker is quite high; despite the fact they are not removing the direct threat – like the
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