NVQ in Support Services in Health Care Level 2

Transcription

1 NVQ in Support Services in Health Care Level 2 Optional units Award guidance and record of assessment

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3 NVQ in Support Services in Health Care Level 2 Optional units Award guidance and record of assessment Scheme /F /ST84414

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5 Contents This document contains the 33 optional units for the Support Services in Health Care NVQ. This document is to be used in conjunction with the main Award Guidance document for this award. Optional units Candidates must complete four optional units * Note: two units only can be selected from SS19, SS20 and SS21 05 Unit SS5 Support and control visitors to services and facilities 17 Unit SS6 Transport supplies of physical resources within the work area 27 Unit SS7 Receive, transmit, store and retrieve information 37 Unit SS8 Support the use of information technology 49 Unit SS9 Minimise and deal with aggressive and abusive behaviour 59 Unit SS10 Organise the receipt and storage of goods 71 Unit SS11Control and monitor access to premises and property 87 Unit SS12 Drive passenger carrying vehicles safely 101 Unit SS13 Move and transport patients within the work area 111 Unit SS14 Collect, transport and dispose of health care waste 121 Unit SS15 Distribute and despatch mail 131 Unit SS16 Maintain housekeeping supplies 141 Unit SS17 Prepare beds and handle linen and bed coverings 153 Unit SS18 Monitor and maintain the cleanliness of environments 165 *Unit SS19 Clean floors manually 177 *Unit SS20 Clean furniture, fittings and vertical surfaces manually 191 *Unit SS21 Clean toilets and washrooms manually 203 Unit SS22 Classify items and make up loads 213 Unit SS23 Clean items by washing processes 223 Unit SS24 Press and finish simple garments and items 233 Unit SS25 Repair, alter and maintain items 243 Unit SS26 Prepare food and drink for clients 253 Unit SS27 Maintain hygiene in food storage, preparation and cooking 263 Unit SS28 Prepare, cook and assemble food for service 273 Unit SS29 Provide a table or tray service 285 Unit SS30 Clean and service a range of areas 297 Unit SS31 Administer patient appointments

6 311 Unit SS32 Record, store and supply information using a paper-based filing system 321 Unit SS33 Enter, retrieve and print data in a database 331 Unit SS34 Provide authorised access to records 343 Unit SS35 Protect records 353 Unit SS36 Maintain the arrangements of records 363 Unit SS37Administer the current records system

7 Unit SS5 Support and control visitors to services and facilities Elements in this unit: SS5.1 SS5.2 SS5.3 Summary Welcome and receive visitors Offer help to visitors Monitor and control potentially disruptive visitors This unit describes standards for supporting and controlling visitors to sites. Visitors may include: those who are in receipt of services, those accompanying them, representatives from other agencies and so on. The term services and facilities is used to mean the areas for which you have responsibility. These may be open to the public or may be organisations to whom visitors are invited or where officials have the right of access. You must be able to welcome and receive visitors to the site, offer help to them during their visit and monitor them during their stay. You are also required to take action should any visitor pose a potential or actual threat to the service and facility and its contents, to themselves (such as wandering into areas which are potentially dangerous) or to other people. To achieve this unit, you will need to have developed your knowledge, understanding and skills of how to communicate with people effectively and how to handle potentially difficult inter-personal situations in a manner which is likely to prevent them escalating. Who the unit is for This unit is applicable to any worker who has as part of their work role the need to support and control visitors. As such it may be particularly applicable to those working in reception and open public areas, and in out-patient, clinic and day settings. Principles of practice To achieve this unit, the worker has to be able to recognise different cultural and gender differences in behaviour and relate this to an interpretation of the situation. Relationship to other units Unit SS3 on health, safety and security has aspects in common with this unit. Here however there is a particular focus on the needs of visitors and also the potential risk which they bring to the setting and those within it. Place in the NVQ/SVQ framework This unit occurs in the following qualification: Care Level 2 NVQ in Support Services in Health Care Level 2 05

8 Unit SS5 Support and control visitors to services and facilities Element SS5.1 Welcome and receive visitors Performance criteria You must be able to 1 ensure the area for which you are responsible is in a sufficient state of readiness to receive visitors safely 2 greet visitors warmly, and correctly ascertain the purpose of their visit 3 make any necessary security checks correctly to establish the visitor s right of entry 4 assist visitors, appropriate to their needs, and inform them about how they may obtain any further help 5 encourage visitors who are in the wrong place to leave as soon as is practical and give appropriate help to them 6 communicate with visitors in a manner, and at a level and pace, appropriate to the individuals concerned 7 give confidential information only to those visitors who are entitled to receive it 8 refer visitors to the appropriate source of information when you are not able to provide the answers Range Candidates must provide performance evidence of 1 visitors: a individuals b groups Notes on this element Groups of visitors are two or more visitors who arrive together and remain in one party. Visitors who are in the wrong place (performance criterion 5) refers to visitors who have arrived at the wrong place or who have misunderstood the services and facilities on offer (eg they are seeking an accident and emergency department and there is no such department available at the location, or they are seeking NHS facilities and it is a private hospital); those who simply wish to keep warm/pass the time. 06 NVQ in Support Services in Health Care Level 2

9 Unit SS5 Support and control visitors to services and facilities Element SS5.2 Offer help to visitors Performance criteria You must be able to 1 offer help to visitors consistent with organisational policies and the visitors needs 2 encourage visitors to use the services and facilities in a way which is consistent with their purpose and condition, and in a manner which promotes visitors own safety and security 3 encourage visitors to seek further explanation and give appropriate accurate information where this is possible 4 refer visitors to the appropriate source of information when you are not able to provide the answers 5 correctly identify visitors who cause a threat during their visit and take the appropriate action to minimise any damage or risk 6 ensure, in all dealings with visitors, working methods and systems promote health and safety and are consistent with organisational and statutory requirements Range Candidates must provide performance evidence of 1 offer help through: a supporting visitors in terms of their safety and welfare b providing information and advice c caring for the setting and its contents 2 visitors: a individuals b groups 3 visitors who cause a threat to: a the site and its contents b themselves c other people Notes on this element Range 2c) Groups of visitors: include those where there are two on the site together. Range 1c) caring for the setting and its contents: this will include things like restricting access to certain areas due to the value of fragility of items, maintaining sterile fields, protecting areas from abuse, suggesting people behave differently as their actions may lead to damage. Range 3 visitors who may cause a threat: this would include those who might damage materials or the environment either deliberately or not (eg small children running around); those who may be aggressive or abusive and upset others; prowlers and potential thieves. NVQ in Support Services in Health Care Level 2 07

10 Unit SS5 Support and control visitors to services and facilities Element SS5.3 Monitor and control potentially disruptive visitors Performance criteria You must be able to 1 monitor the behaviour of visitors and, where there is cause for concern, take preventative action 2 promote acceptable standards of behaviour through communication with visitors 3 summon further assistance without delay when you are not confident that you can deal with a situation on your own 4 take appropriate action to manage the situation without delay to protect the setting, yourself and others who are potentially at risk 5 take action to apprehend or expel visitors safely, and in accordance with organisational and statutory requirements 6 make complete, accurate and legible records of an incident immediately after its conclusion and inform the relevant people 7 ensure, in all dealings with visitors, working methods and systems promote health and safety and are consistent with organisational and statutory requirements Range Candidates must provide performance evidence of 1 cause for concern in relation to: a the setting and its contents b visitors themselves c other people 2 communication: a verbal b non-verbal 08 NVQ in Support Services in Health Care Level 2

11 Unit SS5 Support and control visitors to services and facilities Knowledge specification for the whole of this unit You must show your assessor that you know and understand the following: (the numbers after each knowledge statement refer to performance criteria) Knowledge statement Relates to Performance criteria 1 the importance of creating a positive first impression and how this SS5.1.2, SS5.1.4 is achieved (eg competence of staff, personal presentation of staff, interpersonal skills image of organisation) 2 the security checks which are necessary in your organisation and SS5.1.3 specific organisational policies relating to these 3 organisational policy on the confidentiality of information and SS5.1.7 how confidentiality can best be maintained 4 the reasons for liaising effectively with colleagues SS5.1.7, SS your responsibility under statutory and organisational SS5.3.5, SS5.3.7 requirements in relation to the control of potentially disruptive visitors 6 the limits of your capabilities in managing potentially disruptive SS5.3.4 visitors and the purpose of seeking assistance in such cases 7 the purpose of providing up-to-date information on the SS5.1.4, SS5.1.8 organisation and its staff 8 the purpose of the service or facility and the effects which SS5.2.2, SS5.2.3 visitors may have 9 why the organisation may have certain access policies or have SS5.2.1 developed areas for specific visitor access 10 the importance of balancing the purpose of the service or SS5.2.2, SS5.2.6 facility with the needs of the visitors 11 the importance of maintaining records on any incident which SS5.3.6 occurs in relation to controlling any visitor 12 the importance of informing relevant people as soon as SS5.3.6 possible after the incident Services and products 13 sources and types of written information which might be SS5.1.4, SS5.1.6, SS5.1.8 appropriate for different visitors NVQ in Support Services in Health Care Level 2 09

12 Unit SS5 Support and control visitors to services and facilities Knowledge statement Factors which influence what you do Relates to Performance criteria 14 barriers to effective communication SS5.1.4, SS5.1.6, SS how communication differs between different cultures and SS5.1.2 different people 16 the threats which visitors may cause SS how behaviour is affected by individuals gender and SS5.3.1, SS5.3.2 cultural background 18 signs of potentially disruptive behaviour verbal and SS5.3.1 non-verbal and why this may occur 19 the forms of preventive action which can be taken, when it may SS5.3.3, SS5.3.4, SS5.3.5 be best to intervene, and the risks inherent in different forms of intervention How to achieve important outcomes 20 preparations required for the arrival of visitors such as: safety, SS5.1.1, SS5.1.3 security, sign posting, car parking 21 how to recognise those visitors who should not be present and SS5.1.5 how to deal with them in a constructive and firm way 22 effective methods of handling visitors who cause a threat SS ways in which the purpose of the service or facility is most SS5.2.2 effectively met whilst allowing visitors appropriate access 24 effective methods of monitoring visitor behaviour SS effective means of communicating with a range of visitors with SS5.2.1, SS5.2.2 different interests and needs 26 how to offer help to visitors in a way which is not over-bearing SS5.2.1, SS5.2.2 or condescending 27 how to monitor visitor needs and when to intercept to offer help SS5.2.1, SS methods of effective communication and how these may SS5.3.2 promote the behaviour wanted 10 NVQ in Support Services in Health Care Level 2

13 Unit SS5 Support and control visitors to services and facilities Evidence requirements Award title: Support Services in Health Care Unit number: SS5 Unit title: Support and control visitors to services and facilities Evidence requirements for this unit: You must provide your assessor with evidence for all the performance criteria and all the range and knowledge. The evidence must be provided in the following ways taking into account any of the special considerations below. Special considerations: Simulation is permitted for this unit. The nature of this unit means that most of your evidence must come from real work activities. However simulation may be used so long as it meets the criteria for its use, see page 10 of the Award Guidance Handbook. The evidence must reflect at all times the policies and procedures of the workplace, as linked to current legislation. Required sources of performance and knowledge evidence: Observation must be provided to evidence some part of each element in this unit. If your assessor is unable to observe you then they will identify an expert witness in your work area who will provide testimony of your work-based performance. Usually your assessor or expert witness will observe you in real work activities, and this will provide most of the evidence for the performance criteria and range for the elements in this unit. Your assessor will also decide what knowledge and understanding you have demonstrated through your work practice. Other sources of performance and knowledge evidence: The following PCs and ranges may be particularly difficult to evidence by observation and/or expert witness testimony: SS5.1.5 SS5.1.7 SS5.2 Range 3 a), b), c) SS5.1.8 SS5.3 Range 1 a), b), c) SS5.2.4 SS5.2.5 SS5.3.1 SS5.3.3 NVQ in Support Services in Health Care Level 2 11

14 Unit SS5 Support and control visitors to services and facilities Your assessor may also identify other sources of evidence to cover any outstanding evidence requirements and to satisfy themselves that your practice is consistent. In such cases your assessor will identify alternative sources of performance and knowledge evidence from the list below:- Work products: These are usually records made or contributed to by you. Confidential records: These may be used as evidence but must not be placed in your portfolio, they must remain in their usual location and be referred to in assessor records in your portfolio. Questioning/professional discussion: These may be oral or written. In both cases the question and your answer will need to be recorded. This is particularly useful to provide evidence that you know and understand policies, procedures and legislation. Professional discussion may be used by your assessor if they feel it to be appropriate. Your assessor will advise you how this will be recorded. Original certificates: Certificates of training, awards and records of attendance must be authentic, current and valid. Your assessor will also want to check the content of such training so that this can be matched to the standards and check that you have retained the information and can apply learning to practice. Professional discussion may be used by your assessor if they feel it to be appropriate. Your assessor will advise you how this will be recorded. Case studies, projects, assignments and reflective accounts of your work: These methods may be used to cover any outstanding areas in the knowledge requirement of your award. Occasionally a reflective account of a specific work activity may be acceptable as performance evidence, but only where an activity occurs rarely or observation would be highly intrusive into patient/service user privacy. Your assessor will provide guidance on its appropriate use. Witness testimony: Colleagues, allied professionals and service users/patients may be able to provide testimony of your performance. Your assessor will help you to identify the appropriate use of witnesses. 12 NVQ in Support Services in Health Care Level 2

15 Element evidence location summary sheet Element number/title Element SS5.1 Welcome and receive visitors Candidate name Item of evidence Ref Related to performance criteria (tick as appropriate) Range Knowledge evidence link no I have reviewed this evidence with the candidate and I am satisfied that sufficient authentic, current, reliable and valid evidence has been collected to demonstrate competence for this element. Assessor signature Date I have received feedback on my assessor s judgements during the collection of this evidence. Candidate signature Date 13 NVQ in Support Services in Health Care Level 2

16 Element evidence location summary sheet Element number/title Element SS5.2 Offer help to visitors Candidate name Item of evidence Ref Related to performance criteria (tick as appropriate) Range Knowledge evidence link no I have reviewed this evidence with the candidate and I am satisfied that sufficient authentic, current, reliable and valid evidence has been collected to demonstrate competence for this element. Assessor signature Date I have received feedback on my assessor s judgements during the collection of this evidence. Candidate signature Date 14 NVQ in Support Services in Health Care Level 2

17 Element evidence location summary sheet Element number/title Element SS5.3 Monitor and control potentially disruptive visitors Candidate name Item of evidence Ref Related to performance criteria (tick as appropriate) Range Knowledge evidence link no I have reviewed this evidence with the candidate and I am satisfied that sufficient authentic, current, reliable and valid evidence has been collected to demonstrate competence for this element. Assessor signature Date I have received feedback on my assessor s judgements during the collection of this evidence. Candidate signature Date 15 NVQ in Support Services in Health Care Level 2

18 Unit summary sheet Unit SS5 Support and control visitors to services and facilities Elements of competence SS5.1 Welcome and receive visitors SS5.2 Offer help to visitors SS5.3 Monitor and control potentially disruptive visitors The most frequently used sources of evidence for this unit were [please tick boxes as appropriate]: Assignments/ Questioning/ Expert/ Projects/ Assessor Work professional Witness Case studies/ observation products discussion testimony Simulation Reflective studies APEL Competence has been demonstrated in all the elements of this unit using the required assessment procedures and any specified conditions/contexts. The evidence meets the requirements for authenticity, currency, reliability, sufficiency and validity. Assessor *Second line assessor Internal verifier Name (BLOCK CAPITALS) Signature Date I am satisfied with the way the assessment(s) was conducted and with the outcome(s). Name (BLOCK CAPITALS) Signature Date Candidate Candidate City & Guilds enrolment no: Name of approved assessment centre Centre no. *It is only necessary to use a second line assessor for novice assessors who have not yet achieved D32/33 or A1 or A2. NB D32 and qualified A2 assessors are able to use observation and questioning only as assessment methods. 16 NVQ in Support Services in Health Care Level 2

19 Unit SS6 Transport supplies of physical resources within the work area Elements in this unit: SS6.1 SS6.2 Summary Load and unload physical resources within the work area Transport physical resources within the work area This unit describes the loading, transportation and unloading of physical resources within the work area. Physical resources may be products, equipment, materials, liquids etc. The exact types of physical resources will depend on the setting within which you are working. You must be able to load and unload supplies safely and efficiently, and transport the load correctly. In many workplaces, this work will be carried out under supervision. It should be noted that this unit only refers to transportation within the work area. It does not cover transportation on public highways. If there is the need to travel on public roads, the relevant licence is required. Transportation is by any method suitable to the resources being moved, and may be manual or through the use of a vehicle. The unit sets the standard for how the condition of physical resources should be maintained during transportation. Some resources require careful loading and transportation in order to minimise damage. You must be able to take into account these requirements during these activities. Who the unit is for This unit is for those who must transport physical resources as part of their job. It is particularly applicable to those who need to move or position heavy or bulky items, either manually or using equipment. Principles of practice Due regard should be given to any items that get handled, so they are not damaged in any way, and so they do not get lost or overlooked. Relationship to other units This unit is potentially liked to all the other units at Level 2 in the Agricultural Crop Production NVQ. Place in the NVQ/SVQ framework Candidates who have achieved Lantra Unit CU8 from the Landbased NVQs may import that unit directly into this qualification on production of the original certificate. This unit may also have been imported into other NVQs. Centres should support candidates in checking that the unit is exactly the same. Where this is the case, such units may be imported into this qualification on production of the original certificate. NVQ in Support Services in Health Care Level 2 17

20 Unit SS6 Transport supplies of physical resources within the work area Element SS6.1 Load and unload physical resources within the work area Performance criteria You must be able to 1 identify the physical resources requiring transportation 2 carry out lifting operations safely consistent with current legislation and codes of practice 3 move heavy and bulky items using the correct lifting equipment, in accordance with instructions 4 position physical resources safely, securely and in a manner which protects them from damage and contamination 5 maintain health and safety according to relevant legislation and codes of practice Range Candidates must provide performance evidence of 1 physical resources: a products b materials c equipment Notes on this element Where simulations are used to generate performance evidence, these should properly reflect the requirements of real working situations. 18 NVQ in Support Services in Health Care Level 2

21 Unit SS6 Transport supplies of physical resources within the work area Element SS6.2 Transport physical resources within the work area Performance criteria You must be able to 1 operate transportation equipment safely in accordance with instructions and safety requirements 2 minimise damage through the appropriate manoeuvres and use of the transportation 3 monitor the physical resources during transit and take the appropriate action for any which become unsafe 4 maintain health and safety according to relevant legislation and codes of practice Range Candidates must provide performance evidence of 1 physical resources: a products b materials c equipment 2 transportation: a vehicle b manual Notes on this element Evidence from simulations is not acceptable for this element. NVQ in Support Services in Health Care Level 2 19

22 Unit SS6 Transport supplies of physical resources within the work area Knowledge specification for the whole of this unit You must show your assessor that you know and understand the following: (the numbers after each knowledge statement refer to element) Knowledge statement Loading and unloading physical resources within the work area 1 reasons for, and methods of, labelling products and equipment SS6.1 for transportation 2 safe lifting techniques SS6.1 3 the correct use of lifting equipment and relevant legal SS6.1 restrictions on operation 4 loading and unloading requirements for manual and SS6.1 vehicular transportation 5 ways of securing products and equipment for transit in order SS6.1 to maintain safety and minimise damage 6 relevant methods of protecting resources from contamination SS6.1 7 relevant methods of protecting products and equipment from SS6.1 adverse weather conditions 8 loading and unloading requirements for transportation such SS6.1 as: positioning and weight of loads on vehicles, safe methods of manual carrying 9 methods for the safe stacking of products SS health, safety and legislative requirements in relation to the SS6.1 use of transportation equipment and the movement of products and equipment Transporting physical resources within the work area 11 correct methods of operating transportation equipment and SS6.2 limits of responsibility in relation to operation of such equipment 12 ways of handling transportation equipment to minimise damage SS6.2 to physical resources in transit 13 ways of monitoring the condition of physical resources SS6.2 during transit 14 health, safety and legislative requirements in relation to the use SS6.2 of transportation equipment and the movement of products and equipment Relates to element 20 NVQ in Support Services in Health Care Level 2

23 Unit SS6 Transport supplies of physical resources within the work area Evidence requirements Award title: Support Services in Health Care Unit number: SS6 Unit title: Transport supplies of physical resources within the work area Evidence requirements for this unit: You must provide your assessor with evidence for all the performance criteria and all the range and knowledge. The evidence must be provided in the following ways taking into account any of the special considerations below. Special considerations: Simulation is not permitted for this unit except for element 6.1. The nature of this unit means that most of your evidence must come from real work activities. However simulation may be used for SS6.1 so long as it meets the criteria for its use; see page 10 of the Award Guidance handbook.the evidence must reflect at all times the policies and procedures of the workplace, as linked to current legislation. Required sources of performance and knowledge evidence: Observation must be provided to evidence some part of each element in this unit. If your assessor is unable to observe you then they will identify an expert witness in your work area who will provide testimony of your work-based performance. Usually your assessor or expert witness will observe you in real work activities, and this will provide most of the evidence for the performance criteria and range for the elements in this unit. Your assessor will also decide what knowledge and understanding you have demonstrated through your work practice. Other sources of performance and knowledge evidence: Your assessor may identify other sources of evidence to cover any outstanding evidence requirements and to satisfy themselves that your practice is consistent. In such cases your assessor will identify alternative sources of performance and knowledge evidence from the list below:- Work products: These are usually records made or contributed to by you. Confidential records: These may be used as evidence but must not be placed in your portfolio, they must remain in their usual location and be referred to in assessor records in your portfolio. NVQ in Support Services in Health Care Level 2 21

24 Unit SS6 Transport supplies of physical resources within the work area Questioning/professional discussion: These may be oral or written. In both cases the question and your answer will need to be recorded. This is particularly useful to provide evidence that you know and understand policies, procedures and legislation. Professional discussion may be used by your assessor if they feel it to be appropriate. Your assessor will advise you how this will be recorded. Original certificates: Certificates of training, awards and records of attendance must be authentic, current and valid. Your assessor will also want to check the content of such training so that this can be matched to the standards and check that you have retained the information and can apply learning to practice. Case studies, projects, assignments and reflective accounts of your work: These methods may be used to cover any outstanding areas in the knowledge requirement of your award. Occasionally a reflective account of a specific work activity may be acceptable as performance evidence, but only where an activity occurs rarely or observation would be highly intrusive into patient/service user privacy. Your assessor will provide guidance on its appropriate use. Witness testimony: Colleagues, allied professionals and service users/patients may be able to provide testimony of your performance. Your assessor will help you to identify the appropriate use of witnesses. 22 NVQ in Support Services in Health Care Level 2

25 Element evidence location summary sheet Element number/title Element SS6.1 Load and unload physical resources within the work area Candidate name Item of evidence Ref Related to performance criteria (tick as appropriate) Range Knowledge evidence link no I have reviewed this evidence with the candidate and I am satisfied that sufficient authentic, current, reliable and valid evidence has been collected to demonstrate competence for this element. Assessor signature Date I have received feedback on my assessor s judgements during the collection of this evidence. Candidate signature Date 23 NVQ in Support Services in Health Care Level 2

26 Element evidence location summary sheet Element number/title Element SS6.2 Transport physical resources within the work area Candidate name Item of evidence Ref Related to performance criteria (tick as appropriate) Range Knowledge evidence link no I have reviewed this evidence with the candidate and I am satisfied that sufficient authentic, current, reliable and valid evidence has been collected to demonstrate competence for this element. Assessor signature Date I have received feedback on my assessor s judgements during the collection of this evidence. Candidate signature Date 24 NVQ in Support Services in Health Care Level 2

27 Unit summary sheet Unit SS6 Transport supplies of physical resources within the work area Elements of competence SS6.1 Load and unload physical resources within the work area SS6.2 Transport physical resources within the work area The most frequently used sources of evidence for this unit were [please tick boxes as appropriate]: Assignments/ Questioning/ Expert/ Projects/ Assessor Work professional Witness Case studies/ observation products discussion testimony Simulation Reflective studies APEL Competence has been demonstrated in all the elements of this unit using the required assessment procedures and any specified conditions/contexts. The evidence meets the requirements for authenticity, currency, reliability, sufficiency and validity. Assessor *Second line assessor Internal verifier Name (BLOCK CAPITALS) Signature Date I am satisfied with the way the assessment(s) was conducted and with the outcome(s). Name (BLOCK CAPITALS) Signature Date Candidate Candidate City & Guilds enrolment no: Name of approved assessment centre Centre no. *It is only necessary to use a second line assessor for novice assessors who have not yet achieved D32/33 or A1 or A2. NB D32 and qualified A2 assessors are able to use observation and questioning only as assessment methods. NVQ in Support Services in Health Care Level 2 25

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29 Unit SS7 Receive, transmit, store and retrieve information Elements in this unit: SS7.1 SS7.2 Summary Receive and transmit information Store and retrieve records This unit describes standards for receiving, transmitting, storing and retrieving information. This unit covers information both within an organisation and between a number of organisations. You are expected to receive and transmit information by face to face, written, electronic and telephonic means, and maintain, store and retrieve records as and when required. This unit covers both electronic and manual recording systems and relates to records of individuals, suppliers and the organisation. This unit was developed by the Care Sector Consortium. Who the unit is for This unit is designed for any individual who has the receipt, transmission, storage and retrieval of information as one part of their overall work role. Standards for maintaining confidentiality are given in Unit SS1. Principles of practice A key principle within this unit is the maintenance of confidentiality. Relationship to other units The unit relates to the standards developed by the Administration Lead Body. It has been specifically developed to capture the role of those who need to process information as one small part of their work role. The administration units are significantly more extensive and detailed in coverage. The various Administration units at level 2 are of particular relevance for those who have a more extensive role. Those with management responsibilities are likely to find the MCI units on Managing information of more relevance. Place in the NVQ/SVQ framework This unit occurs in the following qualifications: Blood Donor Support Level 2 Caring for Children and Young People Level 3 Care Level 2 Diagnostic and Therapeutic Support Level 3 Operating Department Support Level 2 Dialysis Support Level 3 Care Level 3 Promoting Independence Level 3 Physiological Measurement Level 3. NVQ in Support Services in Health Care Level 2 27

30 Unit SS7 Receive, transmit, store and retrieve information Element SS7.1 Receive and transmit information Performance criteria You must be able to 1 accurately record received information consistent with organisational policy 2 take messages accurately and pass them on clearly, to the correct person, using an appropriate method 3 transmit messages at a time and using a method consistent with their urgency 4 transmit information accurately and completely in the required form, consistent with legal and organisational requirements 5 provide information required by others within the agreed time and using means appropriate to the situation 6 take appropriate measures to safeguard the confidentiality of information which is received or transmitted 7 take the appropriate action when there are difficulties in the receipt or transmission of information Range Candidates must provide performance evidence of 1 received/transmitted information: a using your first language b on paper c electronically 2 appropriate action: a action to resolve the problem b seek help from another person more able to deal with it Notes on this element Paper-based receipt and transmission includes those which are in writing and diagrams and pictures. Electronic transmission includes faxes, computer disks, CDs and networks, . PC 5 using means appropriate to the situation: might include using written notes, signalling the person to leave the situation, using an agreed code or message ie whatever the best method is given the situation. Range 1a) using the worker s first language: means using the oral, signed or technological language which is the worker s primary means of communication. Oral receipt and transmission: includes face to face situations and telephone conversations. 28 NVQ in Support Services in Health Care Level 2

31 Unit SS7 Receive, transmit, store and retrieve information Element SS7.2 Store and retrieve records Performance criteria You must be able to 1 identify the records as correct in relation to their intended purpose 2 keep accurate, legible and complete information on records which are to be transferred to another location 3 make entries in records that are legible, accurate and complete 4 send items for despatch to the correct location and on time 5 store confidential records, when they are not in use, in a safe location in accordance with organisational policy 6 file records correctly after use 7 report any problems with maintaining, storing or retrieving records to the appropriate person with minimum delay Range Candidates must provide performance evidence of 1 records relating to: a people b the organisation 2 entries: a electronic b manual NVQ in Support Services in Health Care Level 2 29

32 Unit SS7 Receive, transmit, store and retrieve information Knowledge specification for the whole of this unit You must show your assessor that you know and understand the following: (the numbers after each knowledge statement refer to performance criteria) Knowledge statement Legislation, Policy and Good Practice 1 the legal framework in which access to, and transmission of, SS7.1.4 information is set Relates to Performance criteria 2 your responsibility under relevant legislation and organisational Whole of SS7 unit policy (such as the Data Protection Act and the Access to Health Records Act) 3 why records which are confidential should be marked to SS7.1.6, SS7.2.1 indicate this 4 why information received should be accurately recorded SS why it is important to file records again correctly after use SS why it may be necessary to confirm the provision of information SS7.1.5 to others in different circumstances 7 why it is important to take messages accurately and the potential SS7.1.1 effects of not doing so Services and products 8 the information which is required and the timescale that is SS7.1.5 necessary for its provision 9 the different purposes for which information may be required Whole of SS7.1 element and the degree of detail necessary for these different purposes Factors which influence what you do 10 the sensitive nature of the information which you might have to SS7.1.6 deal with and how this can best be managed 11 the extent to which messages may differ in importance SS the particular aspects which have to be taken into account SS7.1.3 regarding how information is transmitted 13 the sort of problems which may arise during the maintenance, SS7.2.7 storage and retrieval of records and the reasons for reporting these without delay 30 NVQ in Support Services in Health Care Level 2

33 Unit SS7 Receive, transmit, store and retrieve information Knowledge statement How to achieve important outcomes 14 how to assess the information needs of others SS methods of modifying communication appropriate to the SS7.1.4 individual concerned Relates to Performance criteria 16 effective ways of maintaining confidentiality in any situation SS7.1.6, SS the different methods of obtaining information and those SS7.1.5 which are appropriate to different circumstances and/or different information 18 ways of refusing to provide information whilst remaining polite SS7.1.6 and helpful NVQ in Support Services in Health Care Level 2 31

34 Unit SS7 Receive, transmit, store and retrieve information Evidence requirements Award title: Support Services in Health Care Unit number: SS7 Unit title: Receive, transmit, store and retrieve information Evidence requirements for this unit: You must provide your assessor with evidence for all the performance criteria and all the range and knowledge. The evidence must be provided in the following ways taking into account any of the special considerations below. Special considerations: Simulation is not permitted for this unit. The nature of this unit means that all of the performance evidence must come from real work activities. Simulations are not appropriate for providing evidence. The evidence must reflect at all times the policies and procedures of the workplace, as linked to current legislation. Required sources of performance and knowledge evidence: Observation is the preferred method to evidence some part of each element in this unit. If your assessor is unable to observe you then they will identify an expert witness in your work area who will provide testimony of your work-based performance. Usually your assessor or expert witness will observe you in real work activities, and this will provide most of the evidence for the performance criteria and range for the elements in this unit. Your assessor will also decide what knowledge and understanding you have demonstrated through your work practice. Other sources of performance and knowledge evidence: The following PC and range may be particularly difficult to evidence by observation and/or expert witness testimony: SS7.1.7 SS7.1 Range 2 a), b) Your assessor may also identify other sources of evidence to cover any outstanding evidence requirements and to satisfy themselves that your practice is consistent. Where observation/expert witness testimony has not been possible your assessor will identify alternative sources of performance and knowledge evidence from the list below:- Work products: These are usually records made or contributed to by you. 32 NVQ in Support Services in Health Care Level 2

35 Unit SS7 Receive, transmit, store and retrieve information Confidential records: These may be used as evidence but must not be placed in your portfolio, they must remain in their usual location and be referred to in assessor records in your portfolio. Questioning/professional discussion: These may be oral or written. In both cases the question and your answer will need to be recorded. This is particularly useful to provide evidence that you know and understand policies, procedures and legislation. Professional discussion may be used by your assessor if they feel it to be appropriate. Your assessor will advise you how this will be recorded. Original certificates: Certificates of training, awards and records of attendance must be authentic, current and valid. Your assessor will also want to check the content of such training so that this can be matched to the standards and check that you have retained the information and can apply learning to practice. Case studies, projects, assignments and reflective accounts of your work: These methods may be used to cover any outstanding areas in the knowledge requirement of your award. Occasionally a reflective account of a specific work activity may be acceptable as performance evidence, but only where an activity occurs rarely or observation would be highly intrusive into patient/service user privacy. Your assessor will provide guidance on its appropriate use. Witness testimony: Colleagues, allied professionals and service users/patients may be able to provide testimony of your performance. Your assessor will help you to identify the appropriate use of witnesses. NVQ in Support Services in Health Care Level 2 33

36 Element evidence location summary sheet Element number/title Element SS7.1 Receive and transmit information Candidate name Item of evidence Ref Related to performance criteria (tick as appropriate) Range Knowledge evidence link no I have reviewed this evidence with the candidate and I am satisfied that sufficient authentic, current, reliable and valid evidence has been collected to demonstrate competence for this element. Assessor signature Date I have received feedback on my assessor s judgements during the collection of this evidence. Candidate signature Date 34 NVQ in Support Services in Health Care Level 2

37 Element evidence location summary sheet Element number/title Element SS7.2 Store and retrieve records Candidate name Item of evidence Ref Related to performance criteria (tick as appropriate) Range Knowledge evidence link no I have reviewed this evidence with the candidate and I am satisfied that sufficient authentic, current, reliable and valid evidence has been collected to demonstrate competence for this element. Assessor signature Date I have received feedback on my assessor s judgements during the collection of this evidence. Candidate signature Date 35 NVQ in Support Services in Health Care Level 2

38 Unit summary sheet Unit SS7 Receive, transmit, store and retrieve information Elements in this unit: SS7.1 Receive and transmit information SS7.2 Store and retrieve records The most frequently used sources of evidence for this unit were [please tick boxes as appropriate]: Assignments/ Questioning/ Expert/ Projects/ Assessor Work professional Witness Case studies/ observation products discussion testimony Reflective studies APEL Competence has been demonstrated in all the elements of this unit using the required assessment procedures and any specified conditions/contexts. The evidence meets the requirements for authenticity, currency, reliability, sufficiency and validity. Assessor *Second line assessor Internal verifier Name (BLOCK CAPITALS) Signature Date I am satisfied with the way the assessment(s) was conducted and with the outcome(s). Name (BLOCK CAPITALS) Signature Date Candidate Candidate City & Guilds enrolment no: Name of approved assessment centre Centre no. *It is only necessary to use a second line assessor for novice assessors who have not yet achieved D32/33 or A1 or A2. NB D32 and qualified A2 assessors are able to use observation and questioning only as assessment methods. 36 NVQ in Support Services in Health Care Level 2

39 Unit SS8 Support the use of information technology Elements in this unit: SS8.1 SS8.2 SS8.3 Summary Start up your computer equipment Maintain file structures Close down your computer equipment You are expected to start your computer and log onto the system using any required identification and passwords. You must be able to format, label and load storage media (eg floppy disks), and select suitable software for the work you are undertaking. You must carry out a range of common file structure operations (eg save, copy and delete), and close down your computer correctly when you have finished. This unit was developed by the Council for Administration. Who the unit is for This unit is for those who regularly use a computer as part of their job. Principles of practice This unit is about starting computer equipment, and maintaining files/file structures. Where personal or private data is being kept, due regard to the sensitivity of this information should be shown. The security of the information should be a priority at all times. Relationship to other units This unit is an optional unit in the Administration NVQ/SVQ at Level 2. The scope for NVQ/SVQ assessment is shown on each page of the unit. For more information on interpreting these, please see the Assessment Guidance document produced by the CfA. Place in the NVQ/SVQ framework This unit occurs in the following qualification: Administration Level 2. NVQ in Support Services in Health Care Level 2 37

40 Unit SS8 Support the use of information technology Element SS8.1 Start up your computer equipment Performance criteria You must be able to 1 start up your equipment according to the manufacturer s instructions 2 log on to the system as required, with the correct identification and password 3 format, label and load removable storage media correctly 4 choose available software that will help you to carry out each piece of work efficiently 5 record where you have stored files 6 deal effectively with any problems that you are allowed to and report other problems to the relevant person Notes on this element Media (PC 3) might refer to floppy disks or ZIP disks. PC 4, choosing appropriate software: eg choosing a word processing program to produce letters or reports but choosing a presentation program to display slides. 38 NVQ in Support Services in Health Care Level 2