Course Profile

Course Profile: Relationships with Service Users (1 Day)
Health and Support work involves having close contact with adults receiving health & social care support; exposure to areas of people’s lives that are usually limited to their personal circle of support. In order to effectively function, staff are required to develop a warm and empathic way of communication with them and it is inevitable therefore that there will be challenges to professional and personal boundaries. Knowing how to behave at work is based on more than common sense and lack of awareness of professional expectations can lead to abusive practice and very serious consequences. This course sets out these expectations through the exploration of professional, organisational & legislative guidelines.
The course is informed by the Code of Conduct for Healthcare Support Workers and Adult Social Care Workers in England (Skills for Care and Skills for Health, 2013) and the Criminal Justice Act. The course is set in the context of the Care Act (2014), supports the Social Care Commitment and will help organisations meet the CQC Fundamental Standards.
The course provides some knowledge for
NHS KSF:  HWB3.2
Care certificate: 1, 3, 5, 7
QCF: HSC025, SHC024, M3
MIS (2012): 3.2, 5.1.4, 5.3.1, 9.3.3
The course is designed for Health and Care workers in a variety of roles and in diverse settings



Learning outcomes

By the end of the course learners should understand:

  • What is meant by the term ‘Professionalism’
  • What is meant by the term ‘Professional relationship’
  • Legislation and guidelines that inform our practice regarding relationships with service users
  • What is required of staff in order to establish a cooperative relationship with service users
  • How the relationship may be misinterpreted and distorted to appear like a personal relationship
  • What would be an appropriate relationship
  • What would be an inappropriate relationship
  • How a ‘culture’ can develop that supports inappropriate relationships e.g. collusion, possessiveness
  • The potential consequences of an inappropriate relationship for service users e.g. breach of trust
  • The potential consequences of an inappropriate relationship for the staff member involved
  • What would clearly constitute abuse in a relationship; Sexual, Financial, Psychological etc
  • The responsibility of the Manager in guiding staff relationships with Service Users
  • Ways in which everyone can assist in establishing and maintaining healthy relationships
  • How everyone should act when the development of am inappropriate relationship is evident
  • How the Manager should respond
  • The organisation’s related policy regarding staff boundaries incl. confidentiality, gifts, loans, service user holidays, outings, staff personal details, staff disclosure etc.
Training methods utilised include: Tutor presentations, PowerPoint, Large Group Work, Role Play, Handouts, Chalk & Talk, Practice studies, Small Group Work