1. Advocacy and the role of the Healthcare Support Worker “ Advocacy is concerned with promoting and protecting the interest of people in the care of nurses and midwives, many of whom maybe incapable of protecting their own interest” (NMC 2008). The Healthcare support worker of the future needs to be dynamic and inspirational, embracing a learning environment that improves their knowledge and enhances their skills thus encouraging those who aspire and endeavour to achieve their goals. This development must be underpinned with clear lines of accountability. LISTEN “To act as an advocate we must listen to the people in our care and respond to their concerns and preferences” (NMC 2008).The healthcare support worker (HCSW) is the person who can support patients, carers and relatives through difficult situations, “being there” and affording the service user’s the necessary time they require, gaining their trust and respect. As healthcare professionals we must have the ability to ‘listen’ (Braille 2005). SHARE “Share with people, in a way they understand, the information they want or need to know about their health” (NMC 2008). Patients forget what they have been told verbally very quickly, particularly when they are under stress (Glasper & Burge 1992). A positive communicator is required to move towards a patient-led NHS, allowing service users the time and opportunity to make an informed decision. PROVIDE “Act as an advocate for those in your care helping them to access relevant health and social care information and support” (NMC 2008). The role of the HCSW is to signpost what help and support is available and what to expect (Beasley 2009).Giving patients the choice of information leaflets that are easy to understand and jargon free is the key to patient empowerment (NICE 2009). RESPONSE HCSW’s have clear information on their roles and responsibilities they are not expected to work outside their level of competence (WAG 2011). They can support the patient undertaking the delegated tasks with the right level of experience and competence, while being accountable for their actions (WAG 2011). However, ultimate responsibility for advocating for the patient rests with the registered nurse. SUPPORT “Respect and support people’s rights to accept or decline treatment and care”. Healthcare professionals must be aware that moving to patient-led NHS could mean that patients may decline treatment or care. HCSW’s may act as an advocate while affording respect for autonomy, respecting the decision making capacities of autonomous persons (Ethics Network 2007). We may not always understand, or agree with their decision, however our role is one of a supportive nature, allowing patients to manage their own care (WAG 2011). The HCSW of the future needs to be dynamic and inspirational, embracing a learning environment that improves their knowledge and enhances their skills. Developing the NHS second to none, we must provide a commitment like no other, all staff must acknowledge the need, enabling us to contribute to and act as an advocate for those in our care. This must be underpinned by clear lines of accountability. DO Afford service users the time they require, actively responding to any questions and concerns. Be an effective listener. Report to a senior member of staff. (WAG 2003) DON’T Forget basic human rights to dignity, privacy and informed choices. Be judgemental. Work beyond your level of competency. (WAG 2003) TOGETHER WE CAN FORM A PARTNERSHIP FOR EXCELLENCE ( WAG 2011) References Beasley, C. (2009) ‘Support and self careplanning for patients with long-term conditions. British Journal of Community Nursing’, 14(9), 394-397. Braille, L, (2005) Developing Practical Skills,(2 nd edn), Hodder Arnold, London. Fundamentals of Care (2010) Standards for Health Services in Wales [online] http://www.fundementalsofcare.wales.nhs.uk/foc/doclib/standardinfo.cfm (accessed 18/04/2011). GlasperA., Burgers, D. (1992) ‘Developing family information leaflets’. Nursing Standards 6(25), 24-27. National Institute for Health and Clinical Excellence (NICE) (2009) Medicine adherence [online] http://www.nice.org.uk/guidance/(accessed on 26/04/2011). Nursing and Midwifery Council (2008) The code: standards of Conduct, performances ethics for nurses and midwives [online] http://www.nmc.org/aArticle3614/(accessed 18/04/2011). Ethics Network (2007) Principles of ethics [online] http:// www.ethics-network.org.uk/ethical- issues/ethical-frameworks/the-four-principles-approach. (accessed 20/04/20011). Welsh Assembly Government (WAG) (2011) Code of Conduct for Healthcare support Workers in Wales [online] http://www.wales.nhs.uk/sitesplus/829/page/360944 (accessed 20/04/2011). Welsh Assembly Government (WAG) (2011) Code of Practice for NHS Wales Employers [online] http:// www.wales.nhs.uk/sitesplus/829/page/36094 (accessed on 20/04/2011). Welsh Assembly Government (WAG) (2011) Designed for Life: Creating World Class Health and Social Care for Wales in the 21 st Century [online] http://www.wales.gov.uk/dhss/publications/health/strategies/designedforlife/designedforlife (accessed 21/04/2011). Welsh Assembly Government (WAG) (2011/2012) NHS Wales Annual Quality Framework 2011/2012 [online] http/www.cymru.gov.uk (accessed 20/04/2010). The advocate cycle in outpatients. 09045945