Domestic Services Competency Workbook … Services Competency Workbook Version 2: September 2013...

Domestic Services A Workbook to record your Training and

Personal Development

September 2013

Domestic Services Competency Workbook

Version 2: September 2013 Health Facilities Scotland, a Division of NHS National Services Scotland

Contents

page Introduction ....................................................................................................... 1

1. Healthcare Support Workers Standards .................................................. 3 1.1 Who is this workbook for? ........................................................................... 3 1.2 What do I need to do to meet the Standards?............................................. 3 1.3 How will the workbook help me meet the standards? ................................. 3 1.4 Working through the questions and tasks ................................................... 3 1.5 What type of evidence is needed? .............................................................. 4 1.6 How much evidence is enough? ................................................................. 4 1.7 How will my Reviewer/Supervisor/Line Manager assess my evidence? ..... 4 1.8 What happens when I have met all of the standards? ................................ 5 1.9 What happens next? ................................................................................... 5

2. Working towards the Standards ................................................................. 6 2.1 Introducing the questions and tasks ............................................................ 6 2.2 Before you begin to work on the questions and tasks ................................. 6

3. Recording your Progress .......................................................................... 10 3.1 Planning your learning .............................................................................. 10 3.2 Participating in training courses ................................................................ 10 3.3 Tracking and learning ............................................................................... 11 Domestic Services Competency Workbook Mentor Verification ....................... 12 4. You and your Workbook............................................................................ 15

Section 1 – Cleaning and the Environment .................................................. 19 1.1 Personal Hygiene and Dress Code .......................................................... 19 1.2 The role of cleaning in the prevention and control of infection .................. 22 1.3 Dealing with spillages ............................................................................... 25 1.4 Cleaning equipment: use and storage ..................................................... 28 1.5 Cleaning an isolation room ....................................................................... 31 1.6 Working and developing in your role ........................................................ 36


Version 2: September 2013 Health Facilities Scotland, a Division of NHS National Services Scotland

Section 2 – Health, Safety and the Environment .......................................... 40 2.1 Waste disposal .......................................................................................... 40 2.2 Food safety ............................................................................................... 44 2.3 Linen and laundry ..................................................................................... 47 2.4 Slips, trips and falls ................................................................................... 50 2.5 Dealing with incidents ............................................................................... 52 2.6 Working with cleaning chemicals and equipment ...................................... 56 2.7 Workplace security .................................................................................... 59 2.8 Moving and handling ................................................................................. 64 2.9 Risks and hazards .................................................................................... 66

Section 3 – Customer Service........................................................................ 67 3.1 Working with patients ................................................................................ 67 3.2 Working with others .................................................................................. 72

Section 4 – Chain of Infection ........................................................................ 76

Section 5 – Personal Development ............................................................... 80

6. References .................................................................................................. 86

Disclaimer

This document contains material first published in Mandatory Induction Standards for Healthcare Support Workers (HCSW): HCSW Workbook, published by NHS Education for Scotland in November 2010. It is reproduced here by permission of NHS

Education for Scotland.


Version 2: September 2013 Page 1 of 86 Health Facilities Scotland, a Division of NHS National Services Scotland

Introduction

As a member of the Domestic Services team, you belong to the group of NHSScotland staff known as ‘healthcare support workers’. All healthcare support workers have important roles in ensuring the delivery of safe, effective quality services that are person centred.

Standards of hygiene in healthcare facilities and standards of personal hygiene have been identified as likely sources of infection and infection spread, so it is critical that the Domestic Services Team are aware of the central role they play in the control of infection. You will encounter specific issues relating to your work within the NHS that relate to the special circumstances you may find yourself in, the needs of the people you will be working alongside and the specialist activities that take place on NHS premises. These include not only infection prevention but also Health and Safety, vulnerable patient groups, staff and other service users.

The duties that you carry out as a member of the Domestic Services Team can help patients and others to feel confident that they are being cared for in a fully functional, clean and safe environment. Your ability to carry out your job is central to this, but Health and Safety and customer service capabilities are important in influencing the way you perform your duties.

In December 2010, the Scottish Government introduced mandatory Induction Standards and the Healthcare Support Workers (HCSW) Code of Conduct to ensure that all new healthcare support workers joining NHSScotland met minimum standards to protect the public.

As healthcare support workers, Domestic Services staff need to work in a manner that is sensitive to the patients and visitors that use the service and the specialist activities that take place on NHS premises. The HCSW Code of Conduct that you adopt as an NHSScotland employee outlines the values and behaviours that are expected of you.

HCSW Code of Conduct:

Note: All Domestic Services staff including those that work out with patient areas must complete the HCSW standards to record their training and personal development.

http://www.scotland.gov.uk/Resource/Doc/288853/0088360.pdf

Scottish Government has produced, with the support of NHS Education for Scotland (NES), the Healthcare Support Worker (HCSW) Workbook which is used to demonstrate that you have the necessary knowledge and skills needed to meet the Induction Standards.

http://www.scotland.gov.uk/Resource/Doc/288853/0088360.pdf�



This workbook has combined the Domestic Services Competency Workbook with the HCSW standards so that only one workbook is needed and those activities in this workbook that meet the HCSW standards are marked accordingly.

Information on the HCSW standards and Code of Conduct can be found at:

HCSW Toolkit: http://www.hcswtoolkit.nes.scot.nhs.uk/induction-standards--codes/standards--codes

http://www.hcswtoolkit.nes.scot.nhs.uk/induction-standards--codes/standards--codes�

http://www.hcswtoolkit.nes.scot.nhs.uk/induction-standards--codes/standards--codes�



1. Healthcare Support Workers Standards

Note: This section relates directly to the HCSW Induction Standard Workbook.

Who is this workbook for?

1.1 As a member of the Domestic Services Department you are part of the Healthcare Support Worker (HCSW) team within your organisation.

The Domestic Services Workbook has been designed for all Domestic Services staff who need to meet both the Healthcare Support Workers Induction Standards and competencies relating to your job. It helps you to reflect on how you are applying what you have learned through induction and training to your own job role, and to show how you meet the Induction Standards.

What do I need to do to meet the standards?

1.2 The standards require you to show how you apply what you have learned in your own work context. In some places, you need to show that you understand how the organisation’s policies and procedures apply to the work you do. In others, you need to demonstrate or describe how you carry out tasks.

How will the workbook help me meet the standards?

1.3 In the workbook you will find questions and tasks based on the group of standards. Each question or task is designed to help you show that you meet one or more of the requirements in one of more of the standards through completing or demonstrating a work based activity. Each question or activity that supports an HCSW standard is marked as such and the text box highlighted and you need to show that you understand how the question or task applies in your own work context.

Working through the questions and tasks

1.4 You can work on the questions and tasks in any order. For example, if you know that you are going to be attending a fire safety training course within the next few weeks, it would be wise to delay working on the questions relating to dealing with emergencies until after the course.

You can answer questions in a number of ways. For some, you might write your answer in the workbook. For others, you might want to make some notes then discuss your answers more fully with your Reviewer/Supervisor/Line Manager.

There are also a number of tasks which your Reviewer/Supervisor/Line Manager will observe you carrying out in the workplace so that you can demonstrate that you are working safely and correctly.



What type of ‘evidence’ is needed?

1.5 By answering the questions and doing the tasks in this workbook, you provide evidence of how you apply knowledge and skills in your own work.

The questions ask you to provide different type of information:

• ‘describe’ (e.g. describe the actions you need to take if you discover a fire in the building). Here you should give clear description of a procedure or process. You need to provide enough detail to show that you know exactly how to carry out the task;

• ‘give examples’ (e.g. give examples of when it is important to wash your hands), asks for practical examples from your own work;

• ‘explain’ (e.g. explain why it is important to wash your hands on these occasions). Asks you to give reasons for different things you do in your work.

Space is provided in the workbook for you to make notes to support your answers.

You may also be asked to ‘demonstrate’ (e.g. demonstrate how to lift an object safely). These tasks are ‘hands-on’ or practical tasks and you will be observed carrying out these tasks in the workplace.

These tasks are marked with the symbol.

How much evidence is enough?

1.6 The aim of the Induction Standards is to ensure that you have the knowledge and skills you need to work safely, correctly and protect patients and others. You should be able to meet the standards within three months of taking up a full-time post (or longer if you are working part-time, depending on your local policy). Your Line manager will advise you.

You don’t need to provide a large amount of evidence to meet each standard. The most important thing to remember is that you need to provide enough to show that you are working safely, correctly and following relevant policies and procedures and that you know and understand why this is important.

How will my Reviewer/Supervisor/Line Manager assess my evidence?

1.7 You can provide your evidence in a number of ways. In questions which ask you to show your knowledge, you might:

• write down your answers to the questions in the workbook. Your Reviewer/Supervisor/Line Manager can then check that the answers contain all the necessary information. Questions which ask you to give examples from your work can be answered quite easily in this way;



• discuss your answers with your Reviewer/Supervisor/Line Manager. Some questions will ask you to give explanations, or to provide quite a lot of description. It can be easier to answer these questions in discussion with your Reviewer, however, either you or your Reviewer/Supervisor/Line Manager needs to make a note of the content of your answer;

• be asked to demonstrate. Where you are asked to demonstrate that you can do something in the workplace, your Reviewer/Supervisor/Line manager (or an appropriate person nominated by your Reviewer) will observe you carrying out that task.

In all cases, the Reviewer/Supervisor/Line manager will be checking that you have the knowledge and skills needed to work correctly and without causing any danger or risk to patients, colleagues, others, or to the organisation.

You may not be able to meet some of the requirements at the first attempt. This may be because you haven’t had enough training or enough experience of the tasks you are being asked to do. If this is the case, your Reviewer/Supervisor/Line manager will discuss with you what you need to do in order to meet the requirements next time round. Make sure that you when you agree what you are to do you make a note of what you are to do and by when, in your learning plan. You can find more information about this in the ‘Recording your Progress’ section of the workbook.

What happens when I have met all of the standards?

1.8 When you have met the requirements of a standard or group of standards, the Reviewer/Supervisor/Line manager will sign this off in your workbook. When you have completed all of the standards, this information will then be recorded on your employee record.

What happens next?

1.9 In meeting the Domestic Services Competency/Healthcare Support Workers Induction Standards, you are required to follow the Healthcare Support Workers Code of Conduct. This Code of Conduct outlines what is required of healthcare support workers across NHSScotland in order to provide high-quality services to patients and the public.

Remember also that your completed Workbook will help you to provide evidence for other purposes. By recording evidence in your workbook, you will be able to provide evidence for your Knowledge Skills Framework Personal Development Review (PDR). You can find out more about this in the Recording my Progress section of the workbook.

Also, if you are working towards an SVQ ask your SVQ Assessor about how you can use this evidence towards completion of your SVQ.



2. Working towards the Standards

Introducing the questions and tasks

2.1 The tasks and questions that form part of the HCSW standards in this workbook relate to the four groups of Induction Standards. There is space for you to record your answers below the questions. You should also discuss your answers with your Reviewer/Supervisor/Line manager.

Some tasks are marked with the symbol. This means that this is a ‘hands-on’ or practical task. You will be observed carrying out this task in the workplace.

Once you have completed the question/task successfully, your Reviewer/Supervisor/Line manager will sign the ‘reviewed by’ box.

Before you begin to work on the questions and tasks

2.2 Before you start to work through the questions and tasks, it is important that you and your Reviewer/Supervisor/Line manager plan how you are going to approach this work.

The following tasks will help you make sure you are prepared:

What’s my starting point?

Before you start working on the tasks, including the Healthcare Support Workers standards, you should find out who will be responsible for supporting and reviewing your achievement. This may be your Line Manager or Supervisor, or a different member of staff.

Whoever your Reviewer is, their role is to:

• help you plan what you need to do to meet the standards;

• meet with you to discuss your progress and to review your plans;

• confirm completion when you have met all of the standards.

In your initial meeting you should:

• check that you know what the HCSW standards are – and if you meet any of them already;

• for those standards you do not meet, plan when you will be undertaking training or other induction activities, how these might relate to the standards and which ones you need to do first;

• make arrangements for your next progress check.



Who is your Reviewer/Supervisor/Line manager? Make a note of their details here: Name: Job Title: Phone/email address: Date of first meeting: Date of follow up meeting/progress check:

Gathering the information you need

There is a range of documents and other information which will support you as you work towards the Healthcare Support Workers Induction Standards and the competencies relating to your job.

As a first step, make sure that you have a copy of:

• your job description: Understanding what you will be expected to do in the new role will help you to identify how the standards and work based activities apply to you;

• the Knowledge Skills Framework outline for your post: Your Knowledge Skills Framework outline will give you information about the knowledge and skills you need for your new role. It will also help you understand how, in working to meet the Induction Standards you are also working toward the requirements of your Knowledge Skills Framework outline. This may also help you in your Personal Development Plan/Performance Development Review (PDP);

• information about training activities you are undertaking: In your role, you will need to participate in a range of training activities. These might range from formal, corporate induction courses to on-the-job training with a line manager or supervisor. All of these activities will contribute to helping you meet the Induction Standards. Knowing what each activity involves will help you identify how it relates to the standards.

What do I know already?

As part of your Induction Training Programme with your reviewer/Supervisor/Line manager, you should discuss the standards in some detail.



It is important to identify:

• What you know/can do already: Can you demonstrate that you meet some of the standards already? You may have previous experience of working with patients and other service users which has allowed you to develop the knowledge and skills which the standards require;

Read the Standards carefully, and try to identify if there are any performance criteria within the standards which you can meet now.

When you meet your Reviewer/Supervisor/Line manager, take time to explain why you think you meet these performance criteria. Your Reviewer/Supervisor/Line manager will then be able to identify what more you need to do to meet the standard.

• How you will work through the standards: You don’t need to work through the standards in numerical order, 1 to 14. You can address them in the order which is most appropriate to you.

The HCSW standards can be grouped into the 4 following groups:

• standards 1 & 14 are about protecting patients and other people;

• standards 2, 3, 4 and 5 are about ensuring the health, safety and security of yourself, others and the workplace;

• standards 6, 10 and 13 are about working with people;

• standards 7, 8, 9, 11 and 12 are about working and developing in your role.

The tasks in the next section focus on these groups, helping you to see how the evidence you gather in one standard might also be used in another.

Healthcare Support Worker Optional Checklist

How do the standards relate to me?

Think about your role. What do you consider to be your 3 main areas of work? 1. ________________________________________________________________________ 2. ________________________________________________________________________ 3. ________________________________________________________________________



In your role, which of the following do you do? a) Give direct clinical care to patients (e.g. assisting with personal care; supporting

rehabilitation activities). If yes, make a note of examples of the things you do:

b) Provide indirect clinical services to patients (e.g. preparing materials for therapists to use; preparing medicine for dispensing).

If yes, make a note of examples of the things you do:

c) Provide a service directly to members of the public (e.g. transporting patients and other service users; providing information in person, on the phone or electronically).


d) Deal with identifiable patient data (e.g. making appointments for patients; updating records etc.).


e) Maintain equipment or premises used by patients (e.g. cleaning healthcare facilities; repairing equipment etc.).


f) Prepare or deliver goods or services for/to service users (e.g. preparing or delivering food;

disposing of waste from ward etc.). If yes, make a note of examples of the things you do:

Use the examples you have listed above to help you think about how you meet the standards when you are working with patients, service users and other members of the public.



3. Recording your Progress

Planning your learning

3.1 As you work through this workbook, you may identify areas where you need more support or further learning to help you meet the standards and/or the Domestic Services competencies.

At each meeting with your Reviewer/Supervisor/Line manager, you should discuss and agree any learning needs which you have. You should decide the best way to learn what you need. Remember that most of what you need to learn will be learnt on the job, with your manager, supervisor or colleagues. Try to think of the learning opportunities around you.

Examples might include:

• asking your line manager for guidance then trying out a task;

• shadowing a colleague;

• reading a procedure;

• attending a course.

Remember to record what you need to learn using your NHS Board’s Knowledge Skills Framework Personal Development Plan systems. Your Reviewer/Supervisor/Line manager will help you identify the information you need to record. Then, at your next meeting, you can come back to your record and discuss your progress.

Participating in training courses

3.2 There are some training courses which all staff in your NHS Board must participate in. This training will provide some of the information you need to help you meet the Domestic Services Competencies/Healthcare Support Workers Induction Standards.

Once you have attended a course, take some time to identify how what you have learned links with the standards. In particular, think about how and where you apply this information in your work. Taking time to make links between new information and your role will help you provide examples of how you meet the Induction Standards.

Remember to record the information about the training courses you have attended and how these link to your Knowledge Skills Framework Personal Development Plan/Personal Development review and make a note of any training needs you have identified.



Tracking your learning

3.3 Your learning plan will help identify some of the things you need to learn, and the training courses you attend can help you address some of those learning needs. However, as you carry out your work, you may learn other things which you had not considered when making your plan.

It is very easy to forget to record this on-the-job learning, try to note down things you learn as you go, and how this learning can help you meet the standards and Domestic Services competencies. Your NHS Board may have forms which you can use to note down new tasks you learn to do, or new information you are given which can help you carry out your job. Alternatively, you might simply want to use a small notebook to jot down some brief details and also note when policies and procedures have been updated. Your line manager will keep you informed of this.

Remember to note down:

• what you learned – e.g. what new task did you learn to do?

• when you learned it;

• who was involved – e.g. did your manager demonstrate what you had to do?

• how this links with the standards. Remember to respect data protection and patient confidentiality as no person identifiable data should be noted down. Also, remember to transfer this information to your Knowledge Skills Framework Personal Development Plan/Personal Development Review records in time for your next meeting with your Reviewer/Supervisor/Line manager.

When working to meet the HCSW Inductions Standards, you can complete the workbook tasks and questions in any order. Once you complete a question or task in the workbook note down the Induction Standard you have met. In this way, you can keep a record of how you are progressing towards meeting the requirements of the standard.



Domestic Services Competency Workbook Mentor Verification

Activity Date Completed Participant Signature Mentor Signature

1.1.1 1.1.2 1.1.3 1.1.4 1.1.5 1.1.6 1.2.1 1.2.2 1.2.3 1.2.4 1.2.5 1.2.6 1.2.7 1.2.8 1.3.1 1.3.2 1.3.3 1.3.4 1.3.5 1.4.1 1.4.2 1.4.3 1.4.4 1.4.5 1.4.6 1.5.1 1.5.2 1.5.3 1.5.4 1.5.5 1.5.6 1.5.7 1.5.8




1.5.9 1.5.10 1.6.1 1.6.2 1.6.3 1.6.4 1.6.5 1.6.6 1.6.7 2.1.1 2.1.2 2.1.3 2.1.4 2.1.5 2.2.1 2.2.2 2.2.3 2.2.4 2.3.1 2.3.2 2.3.3 2.3.4 2.3.5 2.3.6 2.4.1 2.4.2 2.4.3 2.4.4 2.5.1 2.5.2 2.5.3 2.5.4 2.5.5 2.5.6 2.6.1 2.6.2 2.6.3 2.6.4 2.6.5




2.6.6 2.7.1 2.7.2 2.7.3 2.7.4 2.7.5 2.7.6 2.7.7 2.7.8 2.8.1 2.8.2 2.9.1 3.1.1 3.1.2 3.1.3 3.1.4 3.1.5 3.1.6 3.1.7 3.1.8 3.2.1 3.2.2 3.2.3 3.2.4 3.2.5 3.2.6 3.2.7 5.1.1 5.1.2 5.1.3



4. You and your Workbook

The following section of the workbook contains a number of questions and tasks which can help you to provide the evidence needed to show you meet the Healthcare Support Workers Induction Standards and demonstrate the Domestic Services competencies.

Your Workbook is designed to provide you and your Reviewer with a structured approach to assessing, developing and demonstrating your capabilities and can form part of your Personal Development Plan (PDP).

Your Workbook is for you to record and demonstrate your capabilities to carry out your role with the Domestic Services Department. There are spaces in which you or your Line Manager can write down notes and answers to questions. These are the areas like the ones below. You can begin by filling in your details and describing your role.

You and your role

Name: ………………………………………………………………………………………………….. Organisation: …………………………………………………………………………………………. Department: ………………………………………………………………………………………….. Date Workbook Commenced: …………………………………………………………………… Date Workbook Completed: ………………………………………………………………………



Your role

(You can use the space below to describe the main duties of your job. It might also be useful to make some notes about aspects of your role that you enjoy, those that you don’t enjoy and those that you find difficult).

As a full-time member of staff you have 3 months to complete your HCSW Induction Standards.

If you work part-time hours you may have a longer period to complete them, up to a maximum of 6 months. The completion time may differ for each NHS Board depending on their policy and you should discuss this with your manager.

The duties that you carry out as a Domestic Assistant/Housekeeper or in other, similar roles will help patients and others to feel confident that they are being cared for in a clean and safe environment.

This is particularly important in the fight against Healthcare Associated Infections. Your knowledge of cleaning techniques is central to this, but health and safety and customer service capabilities are important too.

Reducing Healthcare Associated Infections is a priority for all NHS staff. By avoiding the spread of infection, NHSScotland can provide safer healthcare, use its resources more effectively, and help to improve public confidence in the service.



The movement of an infection from one person to another is referred to as the Chain of Infection. It starts with the germ of the Infectious Agent (the first link in the chain) which causes the infection and it lives in or on the infected person. The final link in the ‘Chain’ is the germ infecting another person – sometimes called the Susceptible Host. Whilst carrying out your duties, you will have opportunities to stop germs from moving to the next part of the ‘Chain’ and stop further infection. This aspect of your work is critical and you will work through this in Section 4 of this workbook.

Cleaning correctly as well as working effectively as a member of the Domestic Services Team is therefore crucial. Domestic Assistants require training and regular updates about new methods and equipment in order to provide the most effective service. If all Domestic Assistants are taught the same skills, to the same minimum standard, then staff and patients can feel confident in the quality of the service that is provided.

‘The National Education and Training Framework for Domestic Services1

‘The NHSScotland Code of Practice for the Local Management of Hygiene and Healthcare Associated Infection

’ has been established to ensure that correct cleaning practices are carried out across NHSScotland. It provides a set of guidelines for all Domestic Assistants/ Housekeepers and similar roles and aims to provide a consistent quality and standard of service as well as a unified approach to the prevention and control of infection.

2 and the NHSScotland National Cleaning Services Specification3

The capabilities described in this workbook reflect the principles of correct cleaning practices that these important documents set out. They describe, the standards outlined in ‘The National Education and Training Framework for Domestic Services’ and relate to current SVQ requirements and the National Occupational Standards.

’ describe the importance of training for Domestic Services staff.

1 The National Education and Training Framework for Domestic Services - www.nes.scot.nhs.uk

2 The NHSScotland Code of Practice for the Local Management of Hygiene and Healthcare Associated Infection - www.scotland.gov.uk

3 NHSScotland National Cleaning Services Specification - www.scotland.gov.uk

http://www.nes.scot.nhs.uk/�

http://www.scotland.gov.uk/�




What training and development have you received that relates to your role?

In the past year?

In the past 5 years?

What qualifications do you have that relate to your role e.g. SVQ level 1 or 2?



Section 1 - Cleaning and the Environment

Domestic Assistants/Housekeepers play an important role in keeping NHSScotland facilities clean and patients safe. This can and does make a real difference to the protection of patients and staff from infection, but cleaning only works if it’s done properly, with the right equipment and materials.

Personal Hygiene and Dress Code

1.1 Successful infection control and prevention starts with your own knowledge of, and attitudes towards personal hygiene.

1.1.1 Demonstrate a high standard of personal hygiene and dress code.

Dom Asst/Housekeeper Reviewer Date 1.1.2

HCSW Standard 2.1 a) Give examples of good personal hygiene in the workplace. b) Explain how poor personal hygiene might cause harm to others.

Links to HCSW standard(s): 2.1 Dom Asst/Housekeeper:

Reviewed by:

Date:



1.1.3 HCSW Standard 2.3

Demonstrate effective hand washing

Links to HCSW standard(s): 2/2; 2/3 Dom Asst/Housekeeper:

Reviewed by:

Date:

1.1.4

HCSW Standard 2.2 a) Describe what you should do if you have an illness which is likely to be infectious. b) Explain why these procedures are important.


Reviewed by:

Date:

1.1.5 Describe the procedures to be adopted when laundering uniforms


Reviewed by:

Date:




Wear the correct uniform for your role to ensure compliance with your organisation’s uniform policy and policies on personal protective equipment (PPE).

Dom Asst/Housekeeper Reviewer Date

Referring to Section 1.1 which you have just completed, provide examples of how you can break a link in the chain of infection.

Section 1.1 completed (Line Manager/Reviewer to sign below)

Staff Signature: ……………………………………………………….

Date: ………………….

Line Manager/Reviewer Signature: ………………………………

Date: ………………….



The role of cleaning in the prevention and control of infection

1.2 Your role is to provide consistent and an effective cleaning services. This is an important part of infection control and prevention and it is important that you are able to demonstrate your understanding of the contribution of basic cleaning skills.

1.2.1 Select appropriate cleaning agents and describe their use in the prevention and control of infection.



Demonstrate the correct cleaning techniques that you use in your daily role.


1.2.3 Correctly clean patient care equipment such as drip stands, commodes and hoists (if applicable).




1.2.4 Identify situations in which specific infection control advice should be sought.


1.2.5 Correctly replenish supplies (e.g. hand towels, toilet tissues, liquid soap etc.).

Dom Asst/Housekeeper Reviewer Date 1.2.6 Give examples of policies that are relevant to the role of the Domestic Assistant in the prevention and control of infection.




1.2.7 Describe your role in cleaning service monitoring.


1.2.8 Act as a role model in promoting best practice in cleaning techniques.

Dom Asst/Housekeeper Reviewer Date Referring to Section 1.2 which you have just completed, provide examples of how you can break a link in the chain of infection?


Staff Signature: ……………………………………………………….

Date: ………………….


Date: ………………….



Dealing with spillages

1.3 Spillages pose environmental and infection control hazards. You should be aware of the risks associated with spillages and, where applicable to you in your role, be able to prevent or remove them.

1.3.1 Describe the immediate and appropriate action in the event of personal contamination by blood/body fluids/chemicals.

Dom Asst/Housekeeper Reviewer Date 1.3.2 Describe different types of spillage you may have to deal with.




1.3.3 Explain the actions you would take to deal with hazardous and non-hazardous spillages.

Dom Asst/Housekeeper Reviewer Date 1.3.4 Take immediate and appropriate action in the event of a general spillage (for example blood/body fluids, chemicals on a floor or equipment).




1.3.5 Act as a role model in promoting awareness of the policy for dealing with spillages of blood/body fluids.

Dom Asst/Housekeeper Reviewer Date Referring to Section 1.3 which you have just completed, provide examples of how you can break a link in the chain of infection.


Staff Signature: ……………………………………………………….

Date: ………………….


Date: ………………….



Cleaning equipment: use and storage

1.4 Your role will include the use of specialised equipment for cleaning. This equipment needs to be cleaned after use and stored correctly if it is to continue to be effective. These capabilities relate to the care of equipment used specifically for cleaning.


a) Give examples of the main pieces of equipment you use in your work. b) Describe how you use and store them safely.

Links to HCSW standard(s): 3/1; 3/2; 3/3; 4/1; 5/1 Dom Asst/Housekeeper:

Reviewed by:

Date:


Demonstrate how to use and store the equipment you have identified above. Links to HCSW standard(s): 3/1; 3/2; 3/3; 4/1 Dom Asst/Housekeeper:

Reviewed by:

Date:



1.4.3 Explain the importance of maintaining a clean storage environment in the prevention and control of infection.


1.4.4 Demonstrate methods of cleaning equipment after use.


1.4.5 Demonstrate methods of storing equipment after use.




1.4.6 Act as a role model in encouraging compliance with best practice in the maintenance of a clean storage environment.



Staff Signature: ……………………………………………………….

Date: ………………….


Date: ………………….



Cleaning an isolation room

1.5 Patients are sometimes required to be cared for away from others in ‘isolation’ perhaps in a single room. Isolation facilities are used in the control and prevention of infection and it is important to be aware of the different skills, knowledge and procedures that cleaning an isolation room requires.

1.5.1 Explain why it is important to check with clinical staff in charge before entering an isolation room.

Dom Asst/Housekeeper Reviewer Date 1.5.2 Identify and prepare the equipment and correct cleaning solutions required for cleaning an isolation room.




1.5.3 Comply with specific hand hygiene procedures throughout this task.

Dom Asst/Housekeeper Reviewer Date 1.5.4 Use the correct Personal Protective Equipment.




1.5.5 Explain the correct use of colour-coded equipment and materials.

Dom Asst/Housekeeper Reviewer Date 1.5.6 Describe the correct sequence of cleaning tasks.


1.5.7 Clean an isolation room following the above sequence and procedures.




1.5.8 Demonstrate the correct procedure for the cleaning of equipment according to departmental policy after use within an isolation room.

Dom Asst/Housekeeper Reviewer Date 1.5.9 Describe the additional steps to be taken when undertaking a terminal clean of an isolation room after a patient is discharged or moved from the room.

Dom Asst/Housekeeper Reviewer Date 1.5.10 Act as a role model in encouraging compliance with best practice in the cleaning of isolation rooms.




Referring to Section 1.5 which you have just completed, provide examples of how you can break a link in the chain of infection?


Staff Signature: ………………………………………………………. Date: ………………….

Line Manager/Reviewer Signature: ……………………………… Date: ………………….



1.6 Working and developing in your role


a) Describe the team you work in. b) Explain your role in the team. c) Give examples of how the work you do contributes to the work of the team as a whole

Links to HCSW standard(s): 9/1; 9/3; 10/2 Dom Asst/Housekeeper:

Reviewed by:

Date:

1.6.2 a) Give examples of the routine tasks which you need to carry out. b) Describe how you plan your work to ensure that you can complete all of the tasks to the necessary standard.


Reviewed by:

Date:




Demonstrate that you can carry out the tasks you have described, to time and to the appropriate standard.

Links to HCSW standard(s): 9/2; 9/3; 11/1; 11/6; 12/1 Also links to 3/1; 3/2; 4/1; 4/2; 10/1; 10/3 Dom Asst/Housekeeper:

Reviewed by:

Date:

1.6.4

HCSW Standard 4.4 a) Give examples of a time when you were not able to complete the tasks you needed to do. b) Explain why this happened and what you did to address the problem.

Links to HCSW standard(s): 8/5; 9/3; 9/5; 11/3; 11/4; 11/5 Dom Asst/Housekeeper:

Reviewed by:

Date:




a) Give an example of a time when you had to make changes to the way you work. b) Explain why you had to make the change(s). c) How would you ensure that the change was effective?


Reviewed by:

Date:

1.6.6

HCSW Standard 4.6 Sometimes teams may be unable to complete the work they need to do. a) Give an example of this from your work. b) Explain why this happened and what the team did to address the problem.

Links to HCSW standard(s): 9/3; 9/5; 10/2; 11/3; 11/4; 11/5 Dom Asst/Housekeeper:

Reviewed by:

Date:




a) Give at least 3 examples of where you need the advice or permission of your supervisor or colleagues before taking action. b) Explain why you need this permission/advice


Reviewed by:

Date:

Referring to Section 1.6 which you have just completed, provide examples of how you can support others to develop within the team and beyond.






Section 2 - Health, Safety and the Environment

There are risks involved with working in all types of environment including healthcare facilities. Situations that endanger you, your colleagues and service users are sometimes called accidents, incidents, adverse events or near misses. There are procedures that minimise the risk of these occurring, or help to deal with them if they do occur. Part of your role is to ensure the safety of service users and colleagues by doing what you can to reduce the risk of incidents occurring, by identifying potential hazards and risks and by dealing with them correctly if they do occur.

Health and Safety capabilities will be covered by a number of departments in your organisation. Those responsible for fire safety and accidents at work, for example, will provide you with information and training as required. Some of these capabilities are required by law.

Section 5 allows you to record that you have done this training or have the information and capabilities you need. The following pages set out some capabilities for you to demonstrate that are particularly relevant to you as a Domestic Assistant/Housekeeper.

Waste disposal

2.1 Waste is generated in many forms and some of these have the potential to harm staff and patients unless dealt with correctly. The spread of infection through contamination and injury caused by sharp equipment (such as needles, disposable scissors or broken glass) are just a few examples of hazards that you should be aware of.

2.1.1 Explain the importance of complying with waste policies and procedures.





a) Give examples of the types of waste you need to dispose of in your job. b) Describe the procedures you need to follow when disposing of the waste. c) Explain why these procedures are important.


Reviewed by:

Date:

2.1.3

HCSW Standard 2.10 What are the procedures you would use for safe handling, storage and disposal of different types of waste you mentioned above?


Reviewed by:

Date:



2.1.4 Describe the procedure to be adopted in the event of a spillage of waste.

Dom Asst/Housekeeper Reviewer Date 2.1.5 Act as a role model in promoting best practice in the safe segregation and handling of waste.




Referring to Section 2.1 which you have just completed, provide examples of how you can support the management and disposal of waste and the disposal and management of spillages that contribute towards the chain of infection.






Food safety

2.2 Although your role may not demand a high level of food handling, it is important for you to be aware of the role that food safety can play in patient care. Your Reviewer/Supervisor/Line manager will determine the level to which you need to apply these capabilities and assess you accordingly.

2.2.1 Describe the key measures to be taken to prevent food contamination.

Dom Asst/Housekeeper Reviewer Date 2.2.2 Describe situations in which staff illness might compromise or be a threat to food hygiene standards.




2.2.3 Describe how you store, handle and serve food and beverages safely.

Dom Asst/Housekeeper Reviewer Date 2.2.4 Act as a role model in promoting best practice in the safe handling of food.




Referring to Section 2.2 which you have just completed, provide examples of how food safety contributes to breaking a link in the chain of infection?






Linen and laundry

2.3 There are a number of categories of linen items that you may handle. When linen requires laundering you will need to know how to deal with these items and be familiar with your employers policies and procedures.

2.3.1 Explain the importance of following your organisation’s laundry policies and procedures.


2.3.2 Demonstrate safe handling, segregation and storage of laundry.

Dom Asst/Housekeeper Reviewer Date 2.3.3 Describe the procedure to be adopted in the event of incorrect handling, segregation or storage of laundry (if applicable).




2.3.4 Ensure adequate supplies of linen (if applicable).

Dom Asst/Housekeeper Reviewer Date 2.3.5 Correctly change curtains and screens at pre-determined intervals in the event of contamination (if applicable).




2.3.6 Act as a role model in promoting best practice in the safe segregation and handling of laundry.







Slips, trips and falls

2.4 Slips, trips and falls account for the majority of major injuries in the workplace. Your role is to minimise the risks of these incidents happening to yourself and others.

2.4.1 Demonstrate safe working practices within an area being cleaned.

Dom Asst/Housekeeper Reviewer Date 2.4.2 Describe and identify situations which might present a hazard to yourself or others.

Dom Asst/Housekeeper Reviewer Date 2.4.3 Describe the procedures to be followed in the event of an incident.




2.4.4 Act as a role model in promoting safe working practices.

Dom Asst/Housekeeper Reviewer Date Referring to Section 2.4 which you have just completed, provide examples of how you can identify hazards and successfully manage slips trips and falls.






Dealing with incidents

2.5 Although there are procedures that minimise the risk of them occurring, incidents or near misses can occur in the workplace. Part of your role is to be able to recognise an incident, or something that might cause one, and to know how to deal with it correctly.

2.5.1 Give examples of situations that might pose a risk to yourself or others and how you would deal with them.

Dom Asst/Housekeeper Reviewer Date 2.5.2 Outline local procedures for reporting incidents.




2.5.3 Identify those responsible for Health and Safety in your organisation.

Dom Asst/Housekeeper Reviewer Date 2.5.4 Describe how you would act to minimise the risk of incidents.




2.5.5

HCSW Standard 2.12 Describe what you should do if the following emergencies occur in your workplace: 1) a fire 2) a security alert 3) a serious accident in your work area 4) a minor accident, where someone needs first aid


Reviewed by:

Date:

2.5.6 Act as a role model in promoting best practice in dealing with incidents.




Referring to Section 2.5 which you have just completed, provide examples of how you would act in the management of incidents.






Working with cleaning chemicals and equipment

2.6 You will come into contact with substances during the course of your work that can be damaging to your health. Chemicals used for cleaning can be harmful to you and those around you if they are not prepared, used and disposed of correctly.

You will also use equipment which, if damaged, may pose a risk to you, your colleagues or to patients.

In either case, manufacturers’ instructions and/or standard operating procedures must be followed in order to ensure workplace safety.

2.6.1 Select and prepare appropriate cleaning chemicals for individual tasks and demonstrate the correct dilution methods where appropriate.


2.6.2 Explain the correct use of cleaning solutions, according to manufacturers’ instructions and/or workplace policies and demonstrate correct use of cleaning products.


2.6.3 Dispose of cleaning chemicals correctly according to manufacturers’ instructions and/or workplace policies.




2.6.4 Arrange for the removal of damaged or surplus equipment, ensuring that cleaning/decontamination procedures are followed (if applicable).

Dom Asst/Housekeeper Reviewer Date 2.6.5 Identify the person to whom you should report any broken/damaged equipment and how this should be done.




2.6.6 Identify the person to whom you should report any differences between manufacturers’ instructions and workplace policies.


Referring to Section 2.6 which you have just completed, provide examples of how you would manage substances hazardous to health.






Workplace security

2.7 You may sometimes work alone, for example in the late evenings or during night shifts. Your work may take you to remote locations. You should be aware of procedures that are in place to protect you and your colleagues and your own role in ensuring your personal safety when at work.

2.7.1 Describe: a) Your responsibilities b) Your Line Manager’s responsibilities relating to security at work


HCSW Standard 1.1 Describe at least 3 things which you should do to ensure that your workplace is safe for patients, other staff members and yourself.

Links to HCSW standard(s): 1/1 Dom Asst/Housekeeper:

Reviewed by:

Date:




Demonstrate how to check that someone is authorised to be in your work area.


Reviewed by:

Date:

2.7.4

HCSW Standard 1.3 You have a duty to report any suspicions you have that someone is in danger of harm or abuse. Give examples of some of the signs or situations which might make you suspicious.


Reviewed by:

Date:



2.7.5 Describe the procedures you should follow if you think someone is in danger of harm or abuse.

Links to HCSW standard(s): 1/2; 1/3; 6/1; 14 Dom Asst/Housekeeper:

Reviewed by:

Date:

2.7.6 Outline reporting procedures relating to concerns you may have about your personal security or the security of your work environment.




2.7.7 If you became aware of suspicious behaviour or packages you should be aware of the appropriate person to whom you should report this.

Dom Asst/Housekeeper Reviewer Date 2.7.8 Act as a role model in observing good practice in maintaining a secure environment.




Referring to Section 2.7 which you have just completed, provide examples of how you can contribute towards the security of yourself and others.






2.8 Moving and Handling


Give 3 different examples of manual handling tasks you carry out in your area of work and describe how you do them safely.


Reviewed by:

Date:


Demonstrate how to lift or transfer an object or patient using the correct manual handling procedures (as appropriate).

Links to HCSW standard(s): 3/1; 3/2; 3/3; 4/2 Dom Asst/Housekeeper:

Reviewed by:

Date:



Referring to Section 2.8 which you have just completed, provide examples of how you would support yourself and others in safe manual handling.






2.9 Risks and hazards


Give 3 examples of risks and hazards which you might meet in your job. Describe the actions you would take if you thought something was hazardous to you and/or others.


Reviewed by:

Date:

Referring to Section 2.9 which you have just completed, provide examples of how you can identify hazards.






Section 3 - Customer Service

Your work will bring you into regular contact with a range of staff in NHSScotland and other agencies, service users and their visitors. In addition to good practice in cleaning and health and safety, the way in which you deal with people around you can make a big difference to the service you provide. Remember that when you wear your uniform, patients and colleagues will recognise you as a member of the Domestic Services team. Acting in a professional and responsible manner will help to instil confidence in those around you. Presenting a good image of yourself, the Domestic Services Team and your organisation, knowing how to communicate with different people and understanding when you should seek help are important aspects of your role.

Working with patients

3.1 If you work in a ward environment you will work around patients most of the time. They may ask you for help, alert you to problems, turn to you for conversation. It is important to be aware of their rights to confidentiality, privacy, religious and cultural beliefs and how these might affect the way in which you help to care for them and their environment. Here are some important capabilities that you should be able to demonstrate.

3.1.1 Present a positive image of yourself and the service. Provide examples.




3.1.2 Show consideration for the needs of patients when carrying out Domestic Services tasks. Provide examples.


3.1.3

HCSW Standard 3.4 In your work you are likely to have access to information which should not be passed on to others. Give examples of information which should not be passed on to others. For each example, explain why it should not be passed on.


Reviewed by:

Date:



3.1.4 Explain the need for sensitivity to patients who demonstrate behaviour that may be caused by their illness or medicines/treatment.


HCSW Standard 3.5 Describe the procedures you would follow if a member of staff or a visitor asked for information about a patient or other service user.


Reviewed by:

Date:



3.1.6 Explain the importance of complying with NHSScotland and local policy relating to Equality Act 2010.


HCSW Standard 3.6 You have a duty to work in ways which respects other people’s beliefs and preferences. Describe at least 3 examples of how to do this in your work role.


Reviewed by:

Date:




a) Give an example of behaviour which discriminates against others b) Describe the action you should take if another member of staff acted in this way.


Reviewed by:

Date:

Referring to Section 3.1, which you have just completed, provide examples of how you contribute towards professionalism, customer care and service and are non discriminatory in your approach to others.






Working with others

3.2 NHSScotland relies upon everyone in the Domestic Services Team to work together in a professional and productive manner. It is important to know what is expected of you as a Domestic Assistant and/or Housekeeper, when to seek help from your colleagues and what type of information should be passed on to those who need to know.


Give examples of the different groups of people you come into contact with in your role and describe how your role relates to each group.


Reviewed by:

Date:

3.2.2

HCSW Standard 3.2 Explain how you communicate effectively with people from each of the groups you have mentioned in 3.2.1. You should think about the forms of communication you use and how your style of communication might change from case to case.

Links to HCSW standard(s): 10/2; 10/3; 10/5; 10/6 Dom Asst/Housekeeper:

Reviewed by:

Date:



3.2.3 Choose an example from your work of a time when you have had to deal with a communication problem with someone from one of the groups you have mentioned in 3.2.1. Describe in detail what you did to overcome the problem, and how successful you were.


Reviewed by:

Date:

3.2.4 Demonstrate your understanding (by providing an example) of the type of information that should be passed on to your Line Manager.


Reviewed by:

Date:

3.2.5 Accurately report and/or record work activities according to organisational procedures.




3.2.6 Show consideration for the needs of colleagues when carrying out Domestic Services tasks.


HCSW Standard 4.7 Give at least 3 examples of where you need the advice or permission of your supervisor or colleagues before taking action. Explain why you need this permission/advice.


Reviewed by:

Date:



Referring to Section 3.2 which you have just completed, provide examples of how you are a successful communicator and how you work with others.






Section 4 - Chain of Infection

The role of the Domestic Services Team is critical in breaking the chain of infection through implementing standard infection control procedures. This is underpinned by knowledge of the ‘Chain of Infection’ which is central to understanding the link between cleaning and the prevention and control of infection.

The ‘Chain of Infection’ describes the movement of an infection from one person to another. The first link in the ‘Chain’ is the germ of the Infectious Agent. This is what causes the infection and it lives in or on the infected person. The final link in the ‘Chain’ is the germ infecting another person – sometimes called the Susceptible Host. This is most likely to be a patient, visitor or colleague. Whilst carrying out your duties, you will have opportunities to stop germs from moving to the next part of the ‘Chain’ and stop further infection. Those steps are listed below. As you work through the core capabilities, note down below examples of how you can break the ‘Chain of Infection’. If you need to, ask your Line Manager for further information about the steps in the ‘Chain’, before you assess your knowledge of them.



The link in the ‘Chain’

Write an example of this part of the ‘Chain’ which you might come across

in your work

Write an example of how you can

‘break’ this link in the course of your

work

Reservoir This is where the germs live and grow

Portal of exit This is the point at which the germs escape and become dangerous to others

Mode of transmission This is how the germs are spread to the next person

Portal of entry This is where the germs get in to infect the next person

Host’s Susceptibility

When you have written something in all the boxes that apply to you, read through them and use the examples to describe below how you, as a member of the Domestic Services Team, can stop infection from spreading.

Chain of Infection section completed (Line Manager/Reviewer to sign below)





Standard Infection Control Precautions (SICP’s)

By using the range of precautions set out in the SICP’s, you will be able to reduce the spread of infection. Health Protection Scotland defines the SICP’s as:

• use personal protective equipment;

• perform hand hygiene;

• prevent occupational exposure to infection;

• manage blood and body fluid spillages;

• manage care equipment;

• control of the environment;

• safely dispose of waste, including sharps;

• safely manage linen;

• provide care in the most appropriate place.



Which of the capabilities that you have demonstrated are examples of a Standard Infection Control Precaution (SICP)?

Standard Infection Control Precaution Reason for use

Hand hygiene

Personal Protective Equipment (PPE) • Gloves; • aprons/gowns/footwear; • eye and face protection.

Prevention of occupational exposure including safe use and disposal of sharp (and management of sharps injury) • cover all breaks in skin; • avoid splashes with blood and body

fluids.

Management of blood and body fluid spillages

Cleanliness of care equipment

Cleanliness of the environment

Safe handling of linen

Safe disposal of waste

Patient placement

SICPs section completed (Line Manager/Reviewer to sign below)





Section 5 - Personal Development

5.1.1 You have responsibility to use feedback from your manager, colleagues and other to help improve the way you work. Give at least 2 examples of times when you have received feedback on your work, and describe what you did as a result of that feedback.

Links to HCSW standard(s): 7/1; 7/2; 8/1; 8/2;

9/2

Dom Asst/Housekeeper:

Reviewed by:

Date:

5.1.2

HCSW Standard 4.9 Demonstrate the steps you have taken to identify and plan your learning needs. You should use the KSF Personal Development Planning documents provided by your NHS Board to help you provide evidence of this.

Links to HCSW standard(s): 7/1; 7/2; 8/2; 8/3

8/4; 12/2


Reviewed by:

Date:




This question should be answered after you have completed some of the learning activities you have outlined in 5.1.2. Give at least 2 examples of how the learning you have undertaken has helped improve the way you work.

Links to HCSW standard(s): 7/2; 8/3; 12/2


Reviewed by:

Date:

Personal development section completed (Line Manager/Reviewer to sign below)





Additional Support

As you have worked through this Workbook, you may have identified areas where you feel you would benefit from additional support. These may be areas where your Reviewer has not yet assessed you as ready to be signed off as capable.

Use the following table to plan and monitor this with your Reviewer.

Description of capabilities to be developed further Practical steps to be taken Target date for completion Date completed



Description of capabilities to be developed further Practical steps to be taken Target date for completion Date completed



Continuing your Development

Completion of the Workbook is a demonstration of the capabilities that you currently possess. However, it is important that you continue to develop these capabilities and maintain your awareness of correct and current cleaning practices. There are a number of ways to do this.

For instance you can:

• actively participate in training and refresher training;

• observe the practice of an experienced colleague;

• study local policies on cleaning standards;

• familiarise yourself with national guidelines;

• explore printed or online sources of information;

• undertake courses such as the Hand Hygiene Programme’, which is free to all;

• healthcare workers in NHSScotland: www.nes.scot.nhs.uk. The ‘Cleanliness Champions’ programme is, for example, available to all NHS staff who wish to undertake specific training in healthcare-related hygiene. Your Line Manager will have more information about this. Use this space to plan and monitor further training with your Line Manager and to demonstrate your commitment to ongoing learning.




Further Training

Description of capabilities to be developed further Practical steps to be taken Target date for completion



6 References

The National Education and Training Framework for Domestic Services NHS Education for Scotland (2007) Available online at

NHSScotland Code of Practice for the Local Management of Hygiene and HAI

www.nes.scot.nhs.uk

Scottish Executive Health Department (2004) Available online at www.scotland.gov.uk

NHSScotland National Cleaning Services Specification Scottish Executive Health Department (2009) Available online at www.scotland.gov.uk

A Quality Assurance Framework for the delivery of Healthcare Associated Infection Education for NHSScotland NHS Education for Scotland in partnership with NHS Quality Improvement Scotland (2005) Available online at www.nes.scot.nhs.uk

Healthcare Support Workers Workbook Mandatory Induction Standards for Healthcare Support Workers (HCSW) (2010) Available online at www.nes.scot.nhs.uk

Healthcare Support Workers Code of Conduct Mandatory Code of Conduct for Healthcare Support Workers (HCSW) SG (2009)

http://www.knowledge.scot.nhs.uk/media/CLT/ResourceUploads/15097/HCSW%20Code%20of%20Conduct%20Oct%202009.pdf






http://www.knowledge.scot.nhs.uk/media/CLT/ResourceUploads/15097/HCSW%20Code%20of%20Conduct%20Oct%202009.pdf�

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Domestic Services Competency Workbook … Services Competency Workbook Version 2: September 2013...

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