Conflicts and Dilemmas that may arise between the duty of care and individuals rights could be when
the service provider has a different opinion over an individual . For example, when a staff member
consider that there is a sign of abuse, and another staff member is thinking that there is not.This
situation can lead to a conflict between the individual and carers if staff involved other agencies such as
Social Services. Dillema could be knowing when to share the information and break confidenciality.
Another dillema could be knowing when to get further help regarding the individual protection and
safeguarding issues for example if you did not refer the case to social services the individual might still
continue to suffer abuse. If there are any concerns about an individual or feel they are at risk we need to
share them and report it.
The best way is to negotiate and mediate the conflict and discuss what both parties and come to a
win/loss scenario in which both parties benefit and also lose out resulting in an equal decision, or you
can discuss criteria that needs to be achieved before certain rights can be granted.
Additional support and advice could be obtained from colleagues, senior member of staff, Policies and
Procedures, Management, Internet, CQC.
3.1.‘All complaints and concerns are dealt with fairly in my workplace and we respond to individuals’
needs. It is important that all
complaints are reported to a senior staff member and logged. Once logged it looked into by the
Manager who will try and resolve it.
All complaints received are important and must be taken seriously. The Care Quality Commission (CQC)
requires my organisation to
gather, evaluate and generate reports about complaints – this is to ensure the continual improvement
of the service.
Responding to complaints, whether made by an service user, family, or a staff colleague, we should always
keep professional and listen to what the person has to say. All complaints and concerns must be dealt fairly
and make sure that we respond to the need of individual. Complaints need to be resolved as quickly as
possible to avoid creating a bad atmosphere for all those involved. It is important that all complaints are
reported to a senior staff. Also if it the case, Manager will try to resolve it. We should avoid making personal
comments and focus on the facts throughout. Always apologise if you are wrong and explain how you will
resolve the situation. All complaints received are important and must be taken seriously. The Care Quality
Commission (CQC) requires my organisation to
gather, evaluate and generate reports about complaints – this is to ensure the continual improvement of the
‘There are stated steps to follow when a complaint is made. We first have to make sure that the service
user is given the correct form to complete; and sometimes staff help service users to complete these when
they are not able to especially when they have been given poor services. All complaints must be dealt
quickly and fairly and we need to make sure that the complainant is listened and respected . In my
workplace the Manager is responsible for conducting the investigation when a complaint is received and a
written letter is sent out to the service user to inform them that the complaint is being dealt with and
timescales are given to them for a response.The complaints policy ensures that service users are given a
good service and protected from harm and abuse.
Complaints policy is a
recorded and documented
procedure that is available

to and respected

time-based and the
complaint is dealt with in a
documented time-frame

dealt with by nominated
members of staff

ere may be both formal
and informal options.

Fixed cognitive impairments are due to a single event. Traumatic brain injury may cause generalized
damage to the white matter of the brain or localized damages. A temporary reduction in the supply of
blood and oxygen to the brain may lead to this type of dementia. A stroke or brain infection can also be
the cause of dementia. Excessive alcoholic intake results in alcoholic dementia. Use of recreational drugs
cause substance induced dementia. Once the over use of these drugs are stopped he impairment
persists but may not progress. Dementia which begins gradually and worsens progressively over several
years is usually caused by neurodegenerative disease; that is, by conditions affecting only or primarily the
neurons of the brain and causing gradual but irreversible loss of function of these cells. Less commonly, a
non-degenerative condition may have secondary effects on brain cells, which may or may not be
reversible if the condition is treated.
Dementia is an umbrella term for a range of diseases (over 130 known today) that affect memory, motor
skills and behavior. The causes vary depending on the disease but largely the presence of "Plaques and
tangles" on the neurons of the brain is found in people with Alzheimer's. In Vascular dementia, clots and
stroke cause abnormal functioning to the effected area of the brain, which is often at the front, above the
eyes which effects inhibition and judgement. In Korsakoff's, prolonged alcohol abuse is to blame and in
Lewy body dementia, abnormal clusters of protein (called lewy bodies) cause Parkinson like symptoms.
Pick's disease occurs after trauma to the front section of the brain, starting out with personality and
behavior changes and followed by memory loss.

Dementia isn't necessarily hereditary, if a parent has it a child is more likely to develop it. The causes of
dementia depend on the age at which symptoms begin. In the elderly population, a large majority of
cases of dementia are caused by vascular dementia, Alzheimer's disease or both. It is rare to have
dementia in young people. Among youngsters also the major dementia observed is Alzheimer's disease.
People who are affected by frequent head trauma, like football players and boxers are risk of dementia.
Other than alcohol, drugs and psychiatric reasons certain genetic disorders also can cause dementia.