Hd assignment (hsc workplace) (hg) Assignment help Australia

Contents INTRODUCTION...........................................................................................................................2 TASK 1............................................................................................................................................3 a) Review the way in which, in your own workplace, the systems, policies and procedures for communicating information on health and safety comply with legislation. (LO1.1)..................3 b) Assess responsibilities for the management of health and safety at each level within the organization’s structure. (LO 1.2)................................................................................................5 c) Analyze and give priorities to specific aspects of health and safety........................................6 TASK 2............................................................................................................................................7 i. How information from risk assessments carried out for Connor Sparrowhawk immediately after he was admitted to Slade House could have resulted in better care planning for him and in improved organizational policies and procedures. (LO 2.1)........................................................7 ii) The impact of the risk assessment policy and practice in place at Slade House on Connor and his family. (LO 2.2)...............................................................................................................8 iii) The effect of non-compliance with RIDDOR at Slade House. (LO 2.4)...............................9 iv) Discuss likely dilemmas and how they could have been addressed.....................................10 TASK 3..........................................................................................................................................11 a) Explain with specific examples, and supporting documentation, how health and safety policies and practices are monitored and reviewed in your own organization. (LO 3.1)..........11 b) Use the Safety Climate Tool to analyze the effectiveness of health and safety policies and practice in your own workplace. (LO 3.2).................................................................................12 c) Critically evaluate your own contributions to placing the health and safety needs of individuals at the centre of practice in your workplace. (LO 3.3).............................................13 CONCLUSION..............................................................................................................................14 REFERENCES..............................................................................................................................15

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INTRODUCTION This assignment delves with the aspect of health and safety in the HSC workplace. In this respect, Mid Staffordshire NHS Trust has been taken into consideration. An assurance is provided by care planning in respect of the fact that, there is an efficient strategy in relation to safety, which occurs towards the implementation of safety policies regarding individual as well as organizational health and social care. In this respect, Mid Staffordshire NHS Trust will be actualizing these needs with the help of intensification of the employee welfare, implementation of the principles relating to better practice as well as securities and meeting the staff requirement through the enhancement of securities. Earlier, care planning of the organization was not efficient enough in respect of the patients.

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TASK 1 a) Review the way in which, in your own workplace, the systems, policies and procedures for communicating information on health and safety comply with legislation. (LO1.1) There is the need for having efficient methods regarding health and safety legislation with the help of which there occurs the implementation of policies, systems as well as procedures. The systems, policies and procedures need to comply with the structures as well as processes regarding NHS. The steps that need to be reviewed for complying with the aforesaid three aspects are mentioned as under, Care Planning – An assurance is provided by care planning in respect of the fact that, there is an efficient strategy in relation to safety, which occurs towards the implementation of safety policies regarding individual as well as organizational health and social care. In this respect, Mid Staffordshire NHS Trust will be actualizing these needs with the help of intensification of the employee welfare, implementation of the principles relating to better practice as well as securities and meeting the staff requirement through the enhancement of securities. (Lancaster, 2010) Earlier, care planning of the organization was not efficient enough in respect of the patients.

Dilemmas – In respect of health and social care, different kinds of dilemmas are faced by efficient workplace communication. For ensuring the productivity of the overall method, there exist certain factors that are required to be taken into consideration like risk benefits analysis, individual risk as well as risk to others, proposition of resource utilization as well as various stakeholder precedence. (Iqbal, 2011) Health and safety management – It is Mid Staffordshire NHS Trust’s responsibility towards monitoring as well as evaluating policies in respect of health and safety for implementation. The performance of this can occur by inspecting as well as auditing the place of work through the utilization of the management information system or structure as well as representation of management. (Harrell, 2011) The organization used to lack high standard in relation to management as well as agreement failure regarding responsibilities towards managerial as well as leadership aspects.

Personal and organizational practice – In respect of the implementation as well as communication of health and safety policies, there occurs a variance in the policies, 3|Page

systems and procedures from one place of work to another place of work. Individual practices as well as procedures like personal requirements as well as responsibilities, changing aspects regarding practice as well as relationship amongst service users and service providers were not being entirely performed at Mid Staffordshire NHS Trust.

Safety and health environment – It is regarded as the most crucial policies and procedures regarding communication of health and safety care. For leading an environment that is considered to be safe and healthy, Mid Staffordshire NHS Trust is required insisting on compliance, accountabilities, practices, training, as well as ways by which different groups, individuals as well as agencies are having interaction. (Lancaster, 2010) Monitored and reviewed – This is, in general having the involvement of practice reviews, risk and threat auditing, updating the polices as well as procedures and learning from experiences. There is need for Mid Staffordshire NHS Trust towards monitoring as well as investigating these aspects for avoiding sudden mishaps like the death of a service user. Earlier, there occurred failure in respect of the organizational board of trustees for Mid Staffordshire NHS Trust towards listening to the problems of the patients as well as providing appropriate care and support for them.

There are various problems related with health and safety that arises in the present health and social care workplace. Majority of these crises are arising from weak communication regarding health and safety in the place of work. At times this is arising between the management as well as the workforce and the others might be arising from different factors like uncertainty or accidental misrepresentation of message. Generally there are three approved processes regarding health and safety communication in the place of work that are considered to be verbal, written or graphic. (Cox, 2014) Verbal communication is considered to be the most basic communication process that is effective regarding health and safety training, induction training, job specific training, supervisory and management training, specialist training and so on.

Written communication takes different forms that range from simple drafts to detailed reports.

The health and safety information that gets displayed on the notice board of a workplace are the copy of the liability insurance certificate of the employer, details regarding the arrangement of 4|Page

first-aid, emergency evacuation as well as fire procedures, details regarding the health and safety targets, employee handbooks, policy manual as well as health and safety process. (Harrell, 2011) Graphical communication is the communication that is done by using drawings, photographs or DVDs. Graphical application is used for imparting either information related to health and safety or propaganda related to health and safety and are considered to be very efficient ways regarding health and safety communication providing directions to everyone that are coming in contact with an organization, for instance signs of fire exit, first aid as well as graphics related to washing of hand.

To ensure health and safety communication through the internal sources there is the requirement for policies as well as procedures that states employers as well as directors regarding the workforce are having a statutory duty under the Health and Safety at Work Act, 1974 for preparing as well as maintaining revised written statement regarding health as well as safety policy. (Lancaster, 2010) The health and safety regulation includes Health & Safety at Works Act, 1974, Management of Health and Safety Regulations 1999, Workplace (Health, Safety and Welfare) Regulations, 1992, Health and Social Care Act, 2008, Disability Discrimination Act, 1995 as well as Care Standards Act, 2000.

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b) Assess responsibilities for the management of health and safety at each level within the organization’s structure. (LO 1.2) The responsibilities for the management of health and safety at each level within the structure of the organization can be assessed as under, 

Honesty with patient – In a healthcare organization such as Mid Staffordshire NHS Trust, the concerned management is required to make sure that service users are having complete information about their illness and the projected treatment or else treatment failure will be adversely affecting the trust of the service users as well as the society as a whole. There is the requirement for the service providers of Mid Staffordshire NHS Trust to notice with absolute sincerity the medical report failing which it can be stated that they

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are not honesty doing their job concerning the welfare of the patients. (Iqbal, 2011) Professional competence – There is the requirement for the physicians to have the commitment towards lifelong learning and having the responsibility of providing effective treatment regarding health care that is medically recognized, failing which the condition of the service user might get critical and there is also the risk of death of the patient in the worst possible scenario. Therefore, it is the duty of the health organization as well as the service providers towards the identification of the competencies for

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managing the treatment in respect of the service users. (Kotler, 2014) Improvement in quality of care – There is the requirement for Mid Staffordshire NHS Trust to have complete dedication towards continuous enhancement regarding improved health care. They are required taking steps for reducing medical flaws, increasing the safety of the patients, reducing the overutilization of resources and so on. The service givers of the organization need to become more sincere in their work and the

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management team must become more active regarding the requirements of the patients.

Maintaining trust – The service providers as well as the healthcare organizations possess the scope towards compromising their duties as well as treatment but this effect of this will be perilous in respect of the service users. They are having the responsibility towards recognizing as well as disclosing probable methods as well as steps in respect of the service users, thus avoiding the conflict of their individual interest towards the maintenance of trustworthiness.

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Professional responsibility – There is the requirement for the service providers at Mid Staffordshire NHS Trust to respect their duty, develop the care for patients, participating in the self-regulation process. If the service users are not doing self-regulation and are not respecting their professional duties then they will not be able to perform their professional responsibility in respect of the service users at Mid Staffordshire NHS Trust.

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(Lancaster, 2010) Maintaining code of ethics – All the professional health care organizations are required possessing their ethical codes and there should occur the maintenance of this code. At a recent study conducted by WHO it was stated that care-duty is not formally addressed in majority of professional code of ethics in the healthcare organizations.

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c) Analyze and give priorities to specific aspects of health and safety.

It is the management team’s responsibility of Mid Staffordshire NHS Trust towards ensuring that every staff receives adequate training in respect of health and safety issues at their place of work.

The most essential aspect that should get priority at Mid Staffordshire NHS Trust is associated with proper hygiene as well as cleanliness that are crucial towards the avoidance of food poisoning as well as other health hazards. There is the requirement for having a safe system for wastage clearance at the place of work that will assist in setting a productive method to do the disposal of waste towards the enhancement of safety. Another factor in respect of care regarding health and safety at the place of work is the fire extinguishing system for reducing the occurrence of hazardous risks. (Kotler, 2014) In respect of healthcare, the management is required providing quick treatment regarding an emergency situation where the patient is vulnerable towards any sort of mishaps. The system of management is required consisting of different stages and there should always occur an enquiry in relation to the condition of the patient as well as in relation to the employer’s duties for making queries regarding the performance of duties where it is required. The place of work as well as duty must be set within the staffs and their performances should get observed by their managers. (Lancaster, 2010) Mid Staffordshire NHS Trust needs to improve upon its management of the healthcare professionals and the healthcare professionals need to get more efficient towards quickly and accurately recognizing the actual illness of the patient that was not happening earlier either because of not having standard as well as updated accessories or due to the negligence of the healthcare professionals. Due to the problem of the management, there occurred instances when the healthcare professionals were unable to find out the actual cause of the illness of a service user after a significant amount of time. Therefore, Mid Staffordshire NHS Trust is required obeying as well as availing the priorities that are considered proper in respect of their place of work.

Priorities related to health and safety are considered to be the most significant health and safety aspects that needs to get observed when health and social care services are being planned. They are forming a pivot for resting the health, safety and welfare of the staffs, service users, employers and so on. In addition to that the priorities are required complying with the health and safety legislations as well as different other regulations. For instance, RIDDOR, COSHH, FIRE PRECAUTIONS, FIRST AID, WORK EQUIPMENT and so on.

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RIDDOR Reporting of Incidents, Diseases and Dangerous Occurrences Reporting (RIDDOR) states that every accident, however trivial should be reported to the supervisor and the latter will be deciding whether the incidents are required to get recorded in the record of accidents or not.

Reporting of certain accidents, incidents as well as illnesses are done to the government that includes deaths when there is the connection of an accident related to work and the staffs working for an organization. The report will be provided regarding death related cases, injury cases regarding over-three-day should be given the notification within ten days of the occurrence of the incident. (Lancaster, 2010) PREVENTION OF FALLS Staffs are required ensuring that any area of work above the ground or below are being safeguarded. When there is the requirement for working above the ground level there should occur the maintenance of safety through the wearing of a safety gear. There should take place the use of kick tools in a safe way, then there is the need to follow training when a step ladder is being used, as well as carrying out a visual check regarding any step prior to its utilization.

FIRST AID Employers are required providing facilities regarding first-aid in relation to work and there should be fully stocked green first aid box as well as the appointment of an individual for taking charge when an emergency situation takes place. (Harrell, 2011) FIRE SAFETY Fire Precautions (Workplace) Regulations 1989 states that employers are required having arrangements in place for the prevention of fires, raising the alarm, fighting fires with the help of fire extinguishers, emergency evacuation and so on.

WORK EQIUIPMENT Work Equipment includes dangers that include traps, entanglement, ejection, contact, impact as well as electrical dangers.

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TASK 2 i. How information from risk assessments carried out for Connor Sparrowhawk immediately after he was admitted to Slade House could have resulted in better care planning for him and in improved organizational policies and procedures. (LO 2.1) Risk assessment is considered to be the method of seeking information towards the identification of particular risk in a service user (in this case, it is Connor Sparrowhawk) depending on the age of the patient, habits, weight, position of diseases as well as susceptibility. Information regarding risk assessment is considered to be very much significant towards the preparation of care planning in respect of the service users as well as organizational decision making since the process of care planning is basically supported by information that has been assimilated as well as shared from risk evaluation. There occurs a far reaching influence of information regarding risk evaluation towards making of decisions in respect of individuals as well as healthcare organizations. (Jenkins, 2011) The policy for risk management is the foundation for making decisions in respect of Slade House and also for the service providers. Information regarding risk assessment assists in taking plans for risk management for assessing, reducing as well as managing risks that are identified to the users of the services, healthcare professionals as well as members of the public. Consequently, this information assists in constructing appropriate environment regarding health and safety.

(Iqbal, 2011)Since, a complete overview of the service users can be received from the information that has been provided, Slade House is required changing their fixed policy that will compel the healthcare professionals of the organization in taking fast action.

For reducing death (as in the case of Connor Sparrowhawk) as well as permanent disability, Slade House is required changing their policy for care as well as intensifying the time of duty as well as productiveness. (Kotler, 2014) For instance, in respect of a service user, if the information regarding care planning states that the service user requires long term treatment, then the healthcare organization is required engaging increased number of healthcare professionals and do the expansion of the time needed for doing treatment.

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Risk Assessment is considered to be a careful assessment of what might be causing harm to individuals that are working for an organization so that decisions can be taken towards the prevention of harm by taking adequate precautions.

Risk Assessment is considered to be the legal requirement in association with Management Regulations, 1999 that ensures the employees as well as public are receiving appropriate protection, focusing on the reduction of actual risks, management of work processes in an efficient as well as safe manner. (Cox, 2014) Also, because of Health and Social Care Act, 2008 it is being focused on the individual situation of the client, the focus being on the safety, requirements as well as client preferences as well as reducing the deterioration risk regarding the health status of the clients.

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ii) The impact of the risk assessment policy and practice in place at Slade House on Connor and his family. (LO 2.2) Risk assessment is regarded as one of the major aspects regarding health and safety policy that is having a significant influence on health and social care practice as well as the service users as well. Risk assessment is referring to the process of seeking information towards the identification of particular risks in respect of a service user (in this case, it is Connor) depending on the age of the patient, habit, weight, severity of the illness, susceptibility and so on, thus having an influence on the service users regarding health and social care as well as on its practices.

(Harrell, 2011) Information regarding risk assessment assists in conducting plans towards the management of risks for assessing, reducing as well as managing the risk that are identified in respect of the service users, healthcare professionals as well as members of the public. Consequently, this information assists in the construction of appropriate environment regarding health and safety.

(Iqbal, 2011) The plan for risk management enriches the method of offering services in relation to health and social care as a result of which the service users have a feeling of contentment as well as have a feeling of confidence in respect of getting their illnesses treated in an effective manner.

Information is provided by risk assessment regarding future vulnerability of policies regarding the healthcare organization and in respect of the condition of the service user as well. Risk assessment assists Slade House towards the arrangement of their emergency fund as well as required strategic aspects and crisis plan. (Harrell, 2011) Consequently, this information assists in constructing appropriate environment in relation to health and safety. As the information is providing a complete outlook regarding the service user as well as his family, Slade House is required changing their fixed policy and compelling the service providers towards taking immediate action.

For reducing death (as in the case of Connor Sparrowhawk) as well as permanent disability, Slade House is required changing their policy for care as well as intensifying the time of duty as well as productiveness. For instance, in respect of a service user, if the information regarding care planning states that the service user requires long term treatment, then the healthcare 12 | P a g e

organization is required engaging increased number of healthcare professionals and do the expansion of the time needed for doing treatment. (Hayton, 2012) The influence of the policy regarding risk assessment is supreme towards the treatment of traits associated with epilepsy and autism, as the continuous information regarding the mental pressure, behavioral aspects as well as activities of the service users supports the healthcare professionals in taking appropriate decisions for enriching the quality of practice regarding Slade House as well as the service users, in getting appropriate treatment regarding their illnesses.

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iii) The effect of non-compliance with RIDDOR at Slade House. (LO 2.4) Health and safety legislations are offering as well as showing certain processes regarding services. When Slade House is having non-compliance regarding the aspect of possessing a safe environment as well as measures related to safety, then every individual associated with Slade House will be suffering in the long run, since safety measures are important towards ensuring safe treatment.

RIDDOR is the Reporting of Injuries, Diseases and Dangerous Occurrences Regulations, 1995.

Only ‘responsible individuals’ such as employers or the individuals controlling the work premises is required making the submission of reports under RIDDOR. The reports are in relation with some serious workplace accidents, occupational diseases as well as particular dangerous occurrences. (Harrell, 2011) When Slade House will be having non-compliance with RIDDOR in respect of maintaining standard service, treatment, prescribing as well as operating the patient, the healthcare organization will cease functioning effectively and as a result, there will occur a rise is accidental deaths at Slade House.

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iv) Discuss likely dilemmas and how they could have been addressed.

Towards the implementation of the systems as well as policies in relation to health, safety and security, every healthcare organization is facing certain vagueness as well as impasses. The possible dilemmas that are faced by the healthcare organizations such as Mid Staffordshire NHS Trust are mentioned as under, 

Health and safety risk in supply chain – Healthcare organizations are having certain methods as well as safety procedures for ensuring workplace safety in accord with national laws but 3rd party suppliers might not be having measures related to health and safety, which at times might be resulting in having a workplace that is unsafe as well as

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increased accident rates.

Maintenance of high technology – Healthcare organizations such as Mid Staffordshire NHS Trust are favoring the development of enhanced methods as well as workplace procedures, therefore they are trying to do the application of better technology for providing enhanced service quality. Regarding this, they are required importing better technology and in that respect they are required counting increased amount of taxes.

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(Furnham, 2012) High levels of corruptions – Healthcare organizations such as Mid Staffordshire NHS Trust are trying to enhance their organizational services as a result they are making polices as well as systems in relation to this but because of the corrupted officials in the government they are unable to achieve this. By taking bribes, the government officials are allowing the supply of harmful as well as inferior quality products to the 3 rd party.

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(Griffin, 2015) Public negligence – At times, healthcare organizations such as Mid Staffordshire NHS Trust go through the dilemma regarding the implementation of their policy as well as practices since certain practices needs to be performed by the public in relation to the healthcare organization. Therefore, negligence in respect of the public creates an impediment towards implication of the policies regarding care related to health and safety at the place of work.

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TASK 3 a) Explain with specific examples, and supporting documentation, how health and safety policies and practices are monitored and reviewed in your own organization. (LO 3.1) The ways by which health and safety policies as well as practices are monitored and reviewed in Mid Staffordshire NHS Trust are mentioned as under, 

Measuring health and safety performance – Measurement of health and safety measures is considered to be a significant process of realizing the risks as well as threats

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towards which the identification of the improvements that are needed.

Active measures – They provide feedback in respect of performance prior to the experiencing of the incidents. The below mentioned aspects are considered as active

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measures, 1. Achieving specific plans as well as goals 2. Functioning of a health and safety management method 3. Compliance with standards as well as procedures 4. Inspection of the site condition 5. Monitoring of the environment 6. Health surveillance 7. Observation of the behavior (Frydman, 2013) Reactive measures – This is considered to be a more productive way in comparison to active measures for reviewing as well as monitoring practices as well as policies.

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Reactive measures takes into consideration the following aspects, 1. Injuries 2. Ill health 3. Property damage 4. Incidents with potential for causing harm 5. Reporting of hazards 6. Complaints Inspections – It is having the involvement of the process of observing physical evidence for effectively managing health and safety. A basic inspection takes into consideration the aspect of observing the circumstances regarding premises, floors, passages welfare, as well as facilities for first-aid. (Freeman, 2010) Consequently, inspecting items of higher risk takes into consideration pressure vessels, equipments for lifting, scaffolds as well as excavation.

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The health and safety policies and practices are monitored and reviewed by taking into consideration the POPIMAR model in respect of a system whose elements are including policy, organizing, planning and implementation, measuring performance, audit as well as review.

Policy is associated with the aspect of setting a clear direction that an organization should be following, organizing includes the aspect of putting a structure as well as arrangements in place for delivering the policy, planning and implementation includes establishing, operating as well as maintaining effective systems, measuring performance is considered against agreed standards for revealing where there is the requirement for improvement, audit is planned evaluation regarding arrangements, and review is considering every experience that is considered having relevancy.

(Cox, 2014)

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b) Use the Safety Climate Tool to analyze the effectiveness of health and safety policies and practice in your own workplace. (LO 3.2) The Safety Climate Tool provides a distinctive insight into the safety culture of Mid Staffordshire NHS Trust as well as suggestions based in evidences towards its improvement. The Safety Climate Tool provides an objective to do the measurement of safety culture for the healthcare organization. Through the use of a simple, online questionnaire, the Safety Climate Tool does the exploration of the attitude of the organization’s staffs as well as perceptions in crucial areas regarding health and safety while providing a guarantee for having secrecy. (Freeman, 2010) The Tool then does the generation of a written report as well as providing hints as well as tips that will assist in the improvement of the safety culture in respect of the healthcare organization.

The Safety Climate Tool can be used with a lot of ease, having a wizard for providing guidance.

It is currently available in different languages and it can be tailored in respect of the healthcare organization. 

The use of this Tool assists Mid Staffordshire NHS Trust in benchmarking the organizational performance against same type of establishments in the health and social

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care sector.

It assists in showing the healthcare organization where to do the targeting of its resources as well as providing a baseline for measuring the improvements that are made to the

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safety culture of the organization. (Fernando, 2011) It assists in raising the health and safety profile in Mid Staffordshire NHS Trust.

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c) Critically evaluate your own contributions to placing the health and safety needs of individuals at the centre of practice in your workplace. (LO 3.3) Every healthcare manager having adequate competency might possess certain contribution towards the placement of the health and safety needs of service users at the centre of practice, and I have made certain contributions at this stage. In the center of practice, I primarily did the identification of certain policy like non-smoking policy, drug and alcohol use policy as well as policy for housekeeping. With these policies, I tried leading an environment that is considered to be safe. I did the management of written processes towards the intention associated with the prevention of illnesses as well as injuries and controlling hazards at their source. In these written processes, I did the inclusion of identifying as well as assessing the risks, controlling the risks as well as reporting probable hazards, issuing regulations, consultation regarding recommended changes, inspection of the place of work. (Cox, 2014) I am having a strong belief that Mid Staffordshire NHS Trust will be experiencing the effectiveness of my contributions towards the placement of the health and social care requirements.

As the care manager, my personal contribution is developing my requirements for training through the attendance of regular training and my supervisors are really supporting me so that I am having the capability towards the development of my skills as well as capability towards working according to the policies of the organization. Training is required for me to make sure that I am updated with the changes in the policies and any new skills that are required to be developed in respect of my role regarding my personal development objectives.(Fernando, 2011) At the place of work, it will be my duty for liaising with outside agencies in regard to the service users like social workers, advocates, doctors, families as well as other professionals of health to ensure the individual care plans are placed appropriately and are getting followed. In relation to risk assessment, I am also liaising with the health professionals like the speech and language therapists, occupational therapists and so on.

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CONCLUSION This assignment is discussing about health and safety in the HSC workplace. Healthcare organizations are having certain methods as well as safety procedures for ensuring workplace safety in accord with national laws but 3rd party suppliers might not be having measures related to health and safety, which at times might be resulting in having a workplace that is unsafe as well as increased accident rates. Healthcare organizations such as Mid Staffordshire NHS Trust are favoring the development of enhanced methods as well as workplace procedures, therefore they are trying to do the application of better technology for providing enhanced service quality.

Regarding this, they are required importing better technology and in that respect they are required counting increased amount of taxes.

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REFERENCES Cox, S. (2014). Managing Information in Organizations. Palgrave Macmillan.

Fernando, A (2011). Business Environment. Pearson Education India.

Freeman, R (2010). Stakeholder Theory: The State of the Art. Cambridge University Press.

Frydman, R (2013). Rethinking Expectations: The Way forward for Macroeconomics. Princeton University Press.

Furnham, A (2012). The Psychology of Behaviour at Work: The Individual in the Organization.

Psychology Press Griffin, R. (2015). Fundamentals of Management. Cengage Learning.

Harrell D., G. (2011). Marketing Management. Simon and Schuster Pub. Hayton, J (2012). Global Human Resource Management Casebook. Taylor & Francis Iqbal, T (2011). The Impact of Leadership Styles on Organizational Effectiveness. GRIN Verlag.

Jenkins, D (2011). Managing Empowerment. Random House.

Kotler., P and Keller L., K. (2014). Marketing Management: Global Edition. Pearson education.

Lancaster, G (2010). Essentials of Marketing Management. Taylor & Francis. Publisher

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