5.2 Explain how to access additional information and assistance

This guide will help you answer 5.2 Explain how to access additional information and assistance.

In health and social care work, there are times when you need more information or extra support to do your role properly. This might be because you have come across a new situation, a complex need, or a procedure you are not familiar with. Accessing the right information and help allows you to provide safe and appropriate care. It also gives you confidence that what you are doing is correct, legal, and in line with your organisation’s standards.

This guide covers ways to find that help, where to go for it, and how to make good use of it.

Following Organisational Procedures

Organisations in health and social care have procedures for how to get more information or assistance. These often include clear steps to follow if you need advice or are unsure about a situation. Following these procedures ensures you get accurate guidance from authorised sources.

For example, if you are unsure about how to use a piece of equipment for a service user with specific needs, the procedure may tell you to speak to your line manager first before looking for any outside advice.

Procedures can include:

• Speaking to a supervisor or senior colleague
• Checking policy documents, care plans, or guidance manuals
• Using approved online resources or e-learning
• Recording the information request in an internal system

By using these steps, you make sure the advice you receive matches both legislation and workplace practices.

Speaking to Colleagues and Supervisors

One of the quickest and most reliable ways to access assistance is by speaking to the people you work with. Supervisors, senior carers, nurses, and experienced colleagues have practical knowledge and can point you in the right direction.

When asking a colleague for advice:

• Be clear about the situation
• Mention any actions you have already taken
• Ask specific questions rather than general ones
• Write down the advice given so you can refer to it later

This helps prevent errors and ensures everyone involved in the care understands what is happening.

Using Written Policies and Procedures

Organisations keep written policies and procedures to guide staff. These documents cover areas such as:

• Safeguarding
• Medication administration
• Infection control
• Health and safety
• Record keeping

If you read the relevant section of a policy, you can check what steps to take. These documents are often updated, so it is important to make sure you use the most recent version. Many organisations store them in online staff portals or physical policy folders in staff rooms or offices.

Consulting Care Plans

Care plans are individual records for each service user. They contain details about personal needs, preferences, risks, and medical conditions. If you are unsure about how to meet a specific need, the first step is to check the service user’s care plan.

A good care plan will answer common questions such as:

• How should support be given for daily living activities?
• What are the person’s communication preferences?
• What equipment or aids are required?
• What should be avoided to prevent distress or harm?

If the care plan is unclear, you can ask the care coordinator or manager for clarification.

Contacting Specialist Professionals

Some situations require expert input. This can include:

• District nurses for wound care
• Occupational therapists for mobility and equipment advice
• Physiotherapists for physical rehabilitation guidance
• Speech and language therapists for swallowing or communication needs
• Social workers for safeguarding or welfare issues

You may also need to contact GPs, pharmacists, or mental health professionals. Your organisation will have rules on how to refer or request support from these specialists.

Professional Bodies and Regulatory Authorities

Some situations may need information from professional bodies or regulators. These organisations set standards for good practice. Examples include:

• The Care Quality Commission (CQC)
• The Nursing and Midwifery Council (NMC)
• The Health and Care Professions Council (HCPC)
• Skills for Care

These bodies provide online guidance, practice standards, and professional codes of conduct. Always check that the information is from a reputable and official source.

Training and Continuing Professional Development

If you identify a gap in your own skills or knowledge, training can be the best form of assistance. This might involve:

• Attending refresher courses
• Completing online modules
• Joining workshops
• Taking part in shadowing sessions with experienced staff

Training gives you structured information and practice, making you more confident in different care tasks.

Online Resources and Government Guidance

Government websites often provide up-to-date guidance on health and social care requirements. For example:

• NHS website for health conditions, symptoms, and treatments
• GOV.UK for legislation and public health guidance
• Public Health England for infection prevention advice

When using online sources, always verify that the information is current and from an official or trusted organisation. Avoid using unreliable websites or information shared without professional approval.

Communication Channels Within the Workplace

Most workplaces have set channels for requesting information or assistance. These can include:

• Face-to-face discussions at team meetings
• Message boards in staff rooms
• Internal email systems
• Communication books for sharing updates across different shifts

Using these channels keeps the flow of information clear and helps all staff stay informed about changes or specific needs.

Accessing Assistance Out of Hours

Some queries arise outside normal working hours. Your organisation should have an on-call system or emergency contacts. This might be a duty manager or a specific helpline. Knowing how to reach these contacts is important for safe working, especially in residential or 24-hour care settings.

Asking for Clarity from Service Users and Families

Families and service users can be important sources of information. They know personal histories, routines, and preferences that may not be fully detailed in records. Asking them for clarity can help you provide more person-centred care. Always gain consent before discussing personal matters and record any new or updated information.

Documenting Information Requests and Actions Taken

Any request for additional information or assistance should be recorded. This creates a clear record of what was asked, what was received, and what actions were taken. This protects both you and the service user. It also helps other staff understand what has already been done.

A good record will include:

• Date and time of request
• Who was contacted
• Information or advice given
• Any follow-up action needed

Legislative and Ethical Considerations

When accessing information, you must follow the law on data protection. The Data Protection Act 2018 and UK GDPR set out how personal and sensitive information should be handled. You should only access information you are authorised to see and use it only for the purpose of providing care.

Breaking confidentiality or using information in the wrong way can have legal and professional consequences. Always make sure that requests for assistance respect privacy and follow your workplace’s confidentiality policies.

Using Reflection to Identify When Assistance is Needed

Sometimes you may only realise you need more information after reflecting on your work. Reflection means thinking about what went well, what was challenging, and where you can improve. If you identify an area you are unsure about, that is a signal to seek support before taking further action.

Written reflective notes or supervision sessions with your manager are useful opportunities to discuss gaps in knowledge and seek help.

Being Proactive in Seeking Assistance

Waiting too long to seek help can lead to mistakes. It is better to ask questions early. Being proactive means:

• Noticing when you are unsure about a task
• Identifying potential risks
• Acting quickly to get the right information
• Making use of all available resources

This approach supports both your own professional growth and the safety of service users.

Building a Network of Support

Over time, you can build a network of people and resources you can approach for advice. This can include trusted colleagues, managers, local support services, and professional organisations. Having this network makes it easier to get accurate information quickly.

Keep contact details and useful resources organised and easy to access. This can be a personal work notebook or a secure digital list provided by your employer.

Examples of When to Seek Additional Information

• You are working with a service user who has been diagnosed with a condition you have not supported before
• You are unsure about a new medication added to a care plan
• You notice changes in a service user’s behaviour and want professional guidance
• You want to confirm infection control measures during an outbreak in your setting
• You are dealing with a safeguarding concern and need to follow correct reporting procedures

Each of these examples shows the importance of timely and accurate information gathering.

Barriers to Accessing Information and Assistance

Sometimes there can be challenges, such as:

• Lack of awareness about where to go for help
• Limited access to the internet or resources
• Staff shortages affecting availability of supervisors
• Poor communication within the team
• Outdated or incomplete care documentation

Overcoming these barriers often involves improving communication, updating records, and making sure all staff know how to use workplace procedures.

Final Thoughts

Accessing additional information and assistance is a key part of working in health and social care. It supports safe practice, keeps care person-centred, and helps you meet your legal responsibilities. The right information at the right time can prevent harm, reduce stress, and improve the quality of care you provide.

Being confident in where to find guidance and who to approach for help makes your work more effective. It also reassures service users and their families that the care given is knowledge-based and meets their specific needs. Always remember that asking questions and seeking help is a sign of professionalism and responsibility.