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1. Valuing People

Valuing people is the first of the Guiding VALUEs. It involves being aware of and supporting personal perspectives, values, beliefs, and preferences incorporating the variety of characteristics that make individuals unique, including race, ethnicity, gender, sexual orientation, age and physical abilities.

Valuing People is made up of two ‘Elements’:

  1. Respecting values and beliefs
  2. Listening to each other

Each Element is then broken down into a set of ‘Actions’, which provide examples of person-centred approaches in four key areas.

1. Respecting values and beliefs

Consumers’ and staff members’ beliefs and preferences are listened to, respected and used in the planning and delivery of support. All people are treated with consideration, and information and practice that is personal or sensitive in nature and is free from intrusion and embarrassment.

Working with the consumer and their carers

  • Listen to and respect the values and beliefs of consumers and their carers
  • Promote relationships that are of equal value and mutual respect between staff and consumers and their carers
  • Maintain the dignity, including physical privacy (bodily privacy and personal space) as well as confidentiality and privacy of information of consumers and their carers
  • Recognise consumer’s emotional, spiritual as well as their physical needs
  • Ensure the language used to talk about people is respectful

Working with staff

  • Understand, acknowledge and consider the values, beliefs and expectations of staff
  • Promote dignity and respect in the working environment.

Organisational leadership, systems and culture

  • Identify and support the uniqueness of consumers and their carers through assessment, care planning and review processes
  • Allow adequate time within the scheduled visit for staff to spend time with the person, to get to know them and build rapport
  • Comply with relevant legislation in regards to the storage of and access to health information
  • Advise consumers about how personal information collected is used and shared
  • Comply with relevant legislation in regards to the storage of and access to staff personal information
  • Respond in a positive and respectful way to disclosure of personal information for consumers and staff
  • Recruitment targets workers who share the organisation vision, values and interests

Education and support

Ensure staff:

  • Understand the importance of positive attitudes towards consumers
  • Know how people’s culture and background may inform their values, behaviour and beliefs
  • Understand the principle of ‘informed consent’ and the importance of respecting confidentiality
  • Appreciate individual cultural issues around communication

2. Listening to each other

Listening to and supporting consumers to express their needs and wants and ensuring consumers feel able to complain without fear of retribution.

Working with the consumer and their carers

  • Support clear communication between staff, consumers and their carers
  • Involve consumers and, where appropriate, their carers in goal identification and the development of flexible and tailored plans to achieve those goals
  • Make available to consumers and their carers the complaints and grievance procedures
  • Include consumers and their carers in service planning and organisational development
  • Utilise professional interpreting and translating services to ensure accurate and appropriate communication between staff and care recipients

Working with staff

  • Understand, acknowledge and consider the values, beliefs and expectations of staff
  • Promote dignity and respect in the working environment

Organisational leadership, systems and culture

  • Ensure  systems allow sufficient time for sharing important information
  • Encourage ideas and questions from staff and consumers and act upon them   
  • Regularly review the satisfaction of consumers, carers and staff
  • Include the views of consumers, carers and staff in quality improvement activities
  • Act upon concerns and complaints in a timely manner and keep people informed about progress and outcomes
  • Involve carers, where appropriate, in decision-making regarding the support for consumers
  • Listen to and act upon the consumer’s preference for worker allocation
  • Ensure the organisational culture encourages and reinforces communication between staff

Education and support

Ensure staff:

  • Have practical skills in communication, listening and relationship building
  • Know how to use different styles of communication
  • Understand that people living with dementia may have difficulty in communicating 
  • Understand the indicators of well-being and ill-being

Continue to the next VALUE: 2. Autonomy

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