Understand customers in the health and social care sector

1. Understand customers that access health and social care services.

• 1.1 Identify groups of individuals who might use health and social care services
• 1.2 Describe a range of conditions and how they influence individuals who access health and social care services
• 1.3 Explain how individuals accessing health and social care services can have their experience improved by; • Positivity and needs analysis

2. Understand customer expectations.

• 2.1 Describe customer expectations in the health and social care environment including; • Employee responsibilities • Standards
• 2.2 Describe the culture of a health and social care setting that should be advocated
• 2.3 Describe what a customer would expect in regards to safety and security in the context of a health and social care setting

3. Understand how to take care of customers who demonstrate behaviour that challenges.

• 3.1 Explain why the health and social care setting can have a negative influence on customers causing distress
• 3.2 List the signs and symptoms of distress and other types of behaviour that challenges
• 3.3 Describe common approaches used to manage behaviour that challenges
• 3.4 Explain what guidance and support is available for individuals working in the health and social care setting